Sat.Oct 20, 2018 - Fri.Oct 26, 2018

Turning Up Your Brand’s Voice to Reach the Most Advanced Customers


Digital and voice assistants are often the butt of many jokes, which speaks volumes about how we perceive this type of technology. This marketoon by Tom Fishburne makes me laugh every time I put my eyes on it because it’s a good demonstration of how suspicious we all can be toward innovation.

Video: The New Frontier in CX Programmes


I recently attended the CX Forum where brands shared and discussed not only their CX successes, but also their key challenges. Three of the principles particularly resonated with me, since they spanned the sectors and have existed as challenges since CX programmes were first established.

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Doing Net Promoter Score Wrong? A Look at Customer Surveys Gone Awry


Most companies understand that Net Promoter Score is a measure of customer loyalty and loyalty leads to customer retention and growth. Savvy business leaders work to ensure those outcomes by making Net Promoter Score a key performance indicator.

What Consumer Goods Companies Can Learn From Healthcare. 7 Lessons of Customer Service Excellence


If you work in consumer goods you probably think you have nothing to learn from healthcare, right? After all, you have consumers in your industry name and well healthcare’s reputation is not that great. But think again.

The Difference Between Customer Experience and Customer Feedback

Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.

SeaWorld Happily Jumping through Hoops for Guests


SeaWorld Parks and Entertainment operates 12 parks—some seasonal, others year-round—that welcome a steady stream of guests that include families, school groups, kids and adults of all ages.

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7 Reasons Why Your VoC Program Is Not Improving Customer Experience


What is it that prevents many customer experience (CX) pros from improving CX through the VoC? Here are seven reasons

Use These Survey Questions to Predict and Increase Customer Retention


When it comes to measuring the probability for a customer to return to a brand and make new purchases, many businesses rely on the typical customer satisfaction (CSAT) survey question: “How satisfied were you with your experience today?”. While it may seem that this question will determine customer retention , research on customer feedback tells a different story. Here are two very effective (and often overlooked) ways to predict customer retention.

The Distance Between Prawn Crackers and Preferences in Most Customer Experiences Today. By Greg Moore, Episerver


We are all customers. We buy products and services. We buy brands. When it comes to our own organizations, however, we disconnect our consumer self with our business self. Out in the wild” we know that our customer experience is shaped by the perception we have in each interaction with a brand.

Turn Action Planning Into Business Results


I am a planner. As a mom of four small children I have to be, in order for us to be (nearly) on time for all of our various commitments. Last Saturday morning for example, I had everything all planned out. I was going to take my second oldest to soccer while my husband took. View Article. General

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

How Two CX Leaders United Their Organizations Under Shared Value Systems to Transform Customer Experience

Customer Bliss

In my recent Daily Dose video, I talk about the importance of letting your purpose unite your company and share two case studies regarding companies that embody their values.

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How do DevOps methods accelerate CX innovation?


This is the second of a two-part interview with Dr. Nicole Forsgren, CEO and chief scientist at DevOps Research and Assessment (DORA). In the first post we dove into some insights from her latest report: Accelerate: State of DevOps.

The Best Help Desk Software for Small Business


The times they are a-changing, and that goes double for the small business world. Customers, their habits and preferences, they’ve evolved a lot over the last several years—and customer support teams are sprinting to catch up.

Fremont Bank Talks CX


Fremont Bank Talks CX: Survey Success At Fremont Bank, they’ve worked hard to establish a relationship with clients face-to-face, however they acknowledge that digital methods of communication have changed how customers prefer to communicate.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

How to Achieve Personalized Customer Service with AI Tools


Hello. Thanks for calling our Hotel. How may I help you? Vs. Good morning, Laura. I see you are a Loyalty member since 2007, and have stayed at our property in London every year around this time. Are you calling to make another reservation?

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Why You Must Create and Sustain a Customer-Centric Culture

Beyond Philosophy

Most companies today know that putting the customer at the heart of everything they do is vital. Doing something about it, however, tends to fall into the unknown category. The fact is, improving your Customer Experience means you must also become more customer-centric.

How to Create a Superb Customer Experience on the Web

CX Journey

Image courtesy of Pixabay Today I'm pleased to share another guest post by Lexie Lu of Design Roast. If you want customers to return to your site, you have to create an amazing customer experience (CX). People tend to remember how your site makes them feel over the specific elements of the site.

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Ask Abby Nicely: How Can I Leverage My NPS Promoters?


Turning NPS Promoters Into Proactive Advocates. Dear Abby, How can I leverage my NPS Promoters and their feedback for referrals and growth? Last time we talked about what do with your detractors, but more and more customers have been asking for a strategy around what to do with their NPS promoters. Look no further! Here are 4 ideas about how to get your promoters to become proactive. Advocate Their Success.

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The SaaS Guide to Customer Engagement, Retention, and Advocacy

After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.

Insight for the Pet Food Industry

QuestionPro Audience

It’s no secret that the pet food industry is booming, and will continue to grow in 2019 due to two important factors: humanization and premiumization. Pet owners are already buying the amount of pet food they need, so the quantity can’t go up.

Takeaways from CEM Asia 2018: Quantifying the Impact of CX


On September 27th, I had the great pleasure of moderating a panel at CEM Asia attempting to answer the question: How do business leaders quantify the ROI of CX?

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Let Your Purpose Unite Your Company: 2 Case Studies from Companies That Embody Their Values

Customer Bliss

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

Episode 24 – Lack of Momentum Stalls Customer Experience Focus and Results - Transforming the Customer Experience

Kristina Evey

Shownotes … Lack of Momentum. We all know that not moving forward stalls results and focus. So why do we let it happen? Because life/work happens … and things get bumped. If this is you and your organization, you are most certainly NOT alone. The thing I find is companies simply let too much time pass between events, milestones, and follow up. Things get lost through the passage of time and their impact becomes less important or relevant.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

How Retailers Can Max Consumer Spending This Holiday Season

QuestionPro Audience

We may be only halfway through October, but it’s not too early to think about the upcoming holidays, and more importantly to many consumers and retailers—holiday shopping. In fact, holiday spending begins in October, not November.

Are You Learning Via Your Customer Intelligence Process?

Wired and Dangerous

We are in the peak of the season of hyperbole. Spend a few minutes listening to the scream of the media and you learn, according to some pundit, every candidate is a saint, insane or Satan. You finally dull the drone of the drivel by changing channels or ignoring the junk.

Why Enhancing Your Conversational Assistant Is So Difficult?


Numerous discussions with Artificial Intelligence and Machine Learning experts have revealed why making enhancements to conversational assistants is such a challenge. Well-known companies have shared, and this is what I’ve learned from the largest and most innovative. Read More. Jacada Blog

How to Respond to Google Reviews


Businesses need to learn how to respond to Google reviews to make the most out of their Google listings. The ways reviews are managed can have a major impact on a listing because of Google’s popularity with customers. A survey showed that 63.6

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.