Sat.Mar 07, 2020 - Fri.Mar 13, 2020

The Proximity Problem

C Space

The Proximity Problem: Is real time tracking of the coronavirus the best thing for customers? Our research shows that the most pressing concern on the minds of US consumers is proximity.

Guest Post: 5 Ways a Ticketing System Empowers CS Teams to Build a Delightful Experience


This week we feature an article by Dwayne Charrington , a technical writer currently associated with ProProfs Help Desk. He shares the benefits of incorporating a help desk ticketing system into your business. Experience-led businesses have 1.7x higher customer retention, 1.9x return on spend, and 1.6x

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Why Customer Experience Is Now Job No. 1 for CEOs


This article was originally published here. Compelling Experiences Require Leadership to Focus Job No. 1 for CEOs today is ensuring the company delivers a compelling customer experience.

The CX YoYo


It may not be a classic scenario of “one step forward, two steps back,” but it seems that for every advance and forward trend in the customer experience arena, there is a contrary counter trend moving in the opposite direction or an unintended adverse consequence.

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

How to Use Imperfect Data to Deliver a Perfect Customer Experience

Experience Investigators by 360Connext

Customer experience solutions are readily available these days. . There are robust platforms that promise a seamless journey for your customers. There are feedback tools to help you gather JUST the perfect, most meaningful insights. There are data sets and analytics and pivot tables, oh my! .

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More Trending

What is the Difference Between Digital Experience and CX?


The relationship between digital experience and CX explained. We break down the role DX plays in CX and why it matters for brands who want to grow in the experience economy. Articles

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What Does Customer Experience Look Like in the World of Coronavirus?


This article was originally published by Inmoment. Putting Customers and Businesses at Ease We’re getting lots of emails these days from airlines, restaurants, schools, and grocery stores—and they’re not survey invitations!

XM Fireside Chat: Experience Design With Bruce Temkin And Isabelle Zdatny

Experience Matters

Watch Bruce Temkin and Isabelle Zdatny from the Qualtrics XM Institute discuss Experience Management. The post XM Fireside Chat: Experience Design With Bruce Temkin And Isabelle Zdatny appeared first on Experience Matters. Customer experience Disrupt

Building the Business Case for Contact Center Improvements

NICE inContact

Even for the most obvious investments that drive improvements to your business; the process of building consensus, addressing cultural change and locking down an airtight business case can be troublesome even for the most seasoned business leader.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Pro Tips: Key Takeaways on Building a Solid Foundation for Your Customer Experience Management Strategy


We sat down with experts from Parkland Fuel Corporation and Forrester Research to discuss the keys to a strong Customer Experience Management program

5 Ways AI Drives Customer Experience Innovation


The Role of Artificial Intelligence in Customer Experiences It’s 2020, and most will admit we aren’t where some scientists and experts thought we would be when it comes to flying cars, teleportation, time travel, and other futuristic concepts.

XM Fireside Chat: ROI Of CX With Bruce Temkin And Moira Dorsey

Experience Matters

Watch Bruce Temkin & Moira Dorsey discuss the ROI of Customer Experience (CX) during this "XM Fireside Chat.". The post XM Fireside Chat: ROI Of CX With Bruce Temkin And Moira Dorsey appeared first on Experience Matters. Customer experience CX - Customer Experience Realize

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Improve CSAT by Improving ASAT

NICE inContact

Contact centers spend a lot of time and money trying to improve customer satisfaction (CSAT). And they should! CSAT drives customer loyalty and their bottom line. Some are investing in ACD routing, IVR and even speech recognition software to deliver a better customer experience.

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

3 Steps to Measure CX Impact and Align Your C-Suite Around Experience

Customer Bliss

To build support and consensus around the practice of customer experience, I often tell my coaching clients that the very first thing that you must do is: you’ve got to ring the money bell.

InMoment & MaritzCX to Create Future of Work & CX Powerhouse


Click here to read the original article. The relationships between customers and brands form the core of business success. How well are brands interacting with customers? Are they listening to customer feedback across various engagement channels to improve experiences?

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Tap Into XM To Navigate A Recession

Experience Matters

Companies will use Experience Management (XM) to stay better connected with customers and employees during a recession. The post Tap Into XM To Navigate A Recession appeared first on Experience Matters. Customer experience XM - Experience Management

Senior Program Manager Talks about Challenges and Rewards for Women in Tech

NICE inContact

March is globally celebrated as Women’s History Month. But at NICE inContact, we strive to ensure that our customers and employees feel welcomed, heard, and accepted every day.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

It’s Crunch Time in the Call Center


In the digital age, when we discuss business continuity we tend to focus on data security and privacy breaches. Disaster recovery takes on a whole new meaning when preparing for the possibility of a pandemic. Call centers must assess their resilience in the wake of the coronavirus outbreak.

Webinar: Artificial Intelligence in Customer Experience Management


Improve Your CX Program with Innovative AI Technology Imagine if you could predict a customer’s satisfaction score without them ever taking a survey. Or if you could automatically identify patterns in data and take action immediately.

Our Commitment to Employees and Customers During COVID-19

Vision Critical

As the world prepares for, and responds to, the Coronavirus (COVID-19) outbreak, we want to express our commitment to the health and safety of our people. The wellbeing of our employees, their families, and our global customers is of the highest priority

Uncertainty or crisis? Preparing the contact center for the unknown

NICE inContact

Most of the world has its eyes on the news about coronavirus and its potential business and human impact, and there is uncertainty and potential for disruption in the coming weeks.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Why Adopt Automation When I Have WFO


I believe Gartner’s progression from an optimized employee (WFO) has finally matured to the engaged employee (WEM). It's time to accept that automation can support traditional coaching methods. Read More. Jacada Blog

Celebrating Inclusivity at Intouch Insight


We continue to strive for excellence in all aspects of our business and to operate as a forward-thinking innovator, and as a champion of all people in technology, regardless of age, gender, or race

Remote assistance: protecting customers and employees from coronavirus


To mitigate the impact of crises such as natural disasters, epidemics and terror attacks, leading companies are adopting innovative remote assistance methods to address the safety concerns of their employees and customers.

When Do You Give Your Customer Service Experience a Thorough Exam?

Wired and Dangerous

You take your car in for regular maintenance and your body in for a physical exam. Women get a mammogram; men get a PSA check. The optometrist checks your eye sight; the audiologist your hearing and your dentist checks for cavities. What about the service experience you provide to your customers?

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.