Sat.Mar 10, 2018 - Fri.Mar 16, 2018

You’ve Got Data? Well Don’t Start There!


Did the title about data make you curious? Great! Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it!

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Telecoms and Retention: Are customers leaving as fast as your internet speed?


The customer experience wave has disrupted several industries and Telecom is one of them. Today, customers aren’t just leaving some of the biggest telecom brands in the world (Comcast ring a bell?)

How Tiny Businesses Can Offer Stellar Customer Support


In all the best practices and how-to’s, it’s easy for a small business to get lost with applying every customer service tip. You don’t have the budget of Amazon or the resources of Nordstrom. Forget a 50-person department dedicated to customer support – you don’t even have fifty employees, period.

How the Entertainment Industry is Using Data Collection

QuestionPro Audience

Hollywood is learning what those in the market research world have known for years: follow the data. For years, film studios have had only a vague understanding of who’s buying tickets to their films.

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.

Why Human Connections Never Go Out of Style


The world is fast. Technology invades every part of our lives, both in good and possibly not-so-good ways. As we rely ever-more heavily on the communication tools of any trade today, like email and texting, we crave more emotional and human connections to break through the clutter.

Customer Experience in Crisis! How do you revive it?


Believe it or not, companies aren’t doing a great job at Customer Experience. Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals.

More Trending

How to conduct Probability Sampling

QuestionPro Audience

What is Probability Sampling? Probability Sampling is a method of sampling (sampling is, studying or analyzing from smaller groups instead of a large population) that utilizes forms of random selection methods.

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Humanize Customer Experience (Infographic)

Experience Matters

As you hopefully already know, Temkin Group has labelled 2018 The Year of Humanity. As part of our focus on this topic, we put together this infographic that focuses on how we can Humanize CX. It identifies six fundamental characteristics of human beings—Hopeful, Intuitive, Self-Centered, Emotional, Motivated, and Social—that you need to keep in mind when you’re thinking about your customers and employees.

Customer Experience in Crises! How do you revive it?


Believe it or not, companies aren’t doing a great job at Customer Experience. Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals.

Embracing Technology in CX


Regardless of the industry you operate in, or size and maturity of your business, organizations across the board are being forced to adapt to rapidly changing digital technologies.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

How to conduct systematic sampling?

QuestionPro Audience

In school, while selecting the captain of sports teams, most of our coaches asked us to call out numbers such as 1-5 (1-n) and the students with a random number decided by the coach, for this instance, 3, would be called out to be the captains of different teams.

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What is CRM? | Infographic {Guest Post}

Michelli Experience

CX Trendsetters: Is the Future of Malls a Robot Named Pepper? 

Centriam Customer Experience Lab

The Mall of America delights patrons with a chatbot creating a high-tech, engaging retail customer experience. With the increase in online shopping and questions whirling around the relevancy of brick and mortar shopping malls, our local retail icon, Mall of America, welcomed a new chatbot named Pepper. The chatbot can not only direct visitors to specific locations within the mall, it can talk about deals and promotions, and even connect them to an actual human being.

CX Musings from the Shark Tank


Over the past couple of weeks, I had the good fortune of attending two different conferences where entrepreneur-investors from the TV series Dragon’s Den (in Canada) and Shark Tank (in the US) were speaking. These types of shows are my favorites.

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.

Stratified Random Sampling: Definition, Types and Benefits

QuestionPro Audience

Let’s consider a situation where a research team is seeking opinions about religion amongst various age groups. Instead of collecting feedback from 326,044,985 U.S citizens, random samples of around 10000 can be selected for research.

United Airlines Needs a Lesson in Apologizing - Transforming the Customer Experience

Kristina Evey

It’s all over the news… a United Airlines flight attendant insisted that a passenger put her dog carrier containing her 10-month-old French bulldog, Kokito, in the overhead compartment. Fellow passengers state the family told her there was a dog inside the carrier, but the attendant insisted the carrier be placed in the overhead compartment. The passenger begrudgingly complied and the dog did not survive the three-hour trip.

Why Your Customer-Centric “Breakthrough” Is Not Working


Once upon a time, there was a leader. Maybe she looked like you and had your role. Or maybe he was the CEO. That leader had an epiphany about customer-centric culture. If we focus on customers, we will be a better organization. We will create happier employees who care deeply about those we serve.

CX Musings from the Shark Tank


Over the past couple of weeks, I had the good fortune of attending two different conferences where entrepreneur-investors from the TV series Dragon’s Den (in Canada) and Shark Tank (in the US) were speaking. These types of shows are my favorites.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

How to carry out Simple Random Sampling

QuestionPro Audience

What is Simple Random Sampling? Simple random sampling is a subset of a sample chosen from a larger population. Each individual is chosen randomly and purely by chance, such that each individual has the same probability of being chosen at any stage during the sampling process.

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5 Things to Consider Before Drafting Sales Letters and Emails


There are many different types of sales letters and emails. And a quick internet search will show you that there are many different approaches you can take to writing them.

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On Resistance To Change

Kerry Bodine

“Give me an example of a company that’s made a complete turnaround to embracing their customers.” This request always makes me chuckle. I wish I had an answer, I really do.

CXForum 2018 – Sydney


It has been two weeks since our inaugural APAC CXForum – ‘Creating High Value CX Programs’. So many ideas were shared by our incredible speakers yet despite the diversity of topics, all addressed the same fundamental CX challenges – ‘How do I create a high-value CX program and how can we get people to care’? View Article.

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3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

Cluster Sampling: Definition, Advantages and Application

QuestionPro Audience

Let’s consider a scenario where an organization is looking to survey the performance of smartphones across Germany. They can divide the entire country’s population into cities (clusters) and further select cities with the highest population and also filter those using mobile devices.

How to Write Powerful B2C Sales Letters and Emails, with 7 Real-Life Examples


Imagine this: two sales letters are sent out to the same customer from two different companies. Both companies offer a product that fills the same need and send the letters on the same day of the week.

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How To Scale Service Design: Delivery

Kerry Bodine

This is the fourth post in a series about how to scale service design, based on my closing remarks at the 2017 Service Design Global Conference in Madrid.

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6 CCOs Share Lessons They’ve Learned During CX Their Journey

Customer Bliss

I’m so excited to say that the podcast is nearing its 100th episode! I’ve had the pleasure of interviewing customer experience leaders and industry trailblazers who’ve greatly contributed to the field.

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

Hiring a General Contractor? 4 Tips Every Homeowner Needs

QuestionPro Audience

Spring has sprung! Sadly, we’re still waiting on actual confirmation from Mother Nature here in Chicago). After the long winter, homeowners are always eager to tackle home improvement projects.

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The #CX Perception Gap

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on December 6, 2017.

Do Customers Feel Trust in Your Service Experience?

Wired and Dangerous

We live our lives on promises. From the time a child can grasp the concept of “cross my heart and hope to die,” there is a forever realization that anxiety can only be reduced through proof of trust while waiting for a promise to be kept.

Leadership Engagement: 8 Actions to Increase CCO Success

Customer Bliss

More organizations are adding the chief customer officer role to their C-Suite, and being responsible for bringing on this new high-level executive is no easy feat. To start, it’s a role that not all CEOs have figured out how to incorporate into the business.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.