Sat.Dec 12, 2020 - Fri.Dec 18, 2020

3 Leadership Principles to Help Advance Your Employee and Customer Experience

Customer Bliss

As we’ve recently shifted to a digitally-focused world, you may have faced some new challenges in the way leadership should approach customer experience. Despite any perceived hardships, this shift may actually present you with new opportunities to engage your employees and customers. .

What Can the CX Tech Stack Do for You?

Heart of the Customer

CX is all about driving customer-focused change in your organization, with initiatives that drive top or bottom-line value. And in today’s world, 10 out of 10 of those initiatives will involve technology in some way.


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7 Predictions To Include in Your Customer Success Strategy for 2021


2020 has been a year filled with unique circumstances. While customer behavior and engagement preferences have already seen drastic changes in recent years, this year really upped the ante for CS teams around the globe.

Contact Center Investments for Success in 2021

NICE inContact

It's tempting to put 2020 behind us and move on, but before you get out your shovel and put it in the ground, you should do some honest lessons learned about the past year and use the information to guide your 2021 contact center investments.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Customer experience in 2021: Which trends are here to stay, according to top CX leaders


COVID-19 catapulted CX to the top of company priorities—but are these trends here to stay? Find out three top findings from our recent CX study and discussion with senior CX leaders. Articles

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Customer Experience Planning Questions for a Brighter Future

Experience Investigators by 360Connext

Listen to this article. There are times when it’s important to pause, calibrate, and plan for what’s next. The end of the calendar year is a great time for this, but there are others: The end of your fiscal year. As you wrap one quarter and prepare for the next. Before budgeting season.

10 Business Objectives that can be Addressed by the Right Workforce Management Software

NICE inContact

If you work in a contact center, you know that business is different now compared to before the pandemic struck. The most obvious difference may be that most of your agents started working from home – and almost a year later, likely still are.

2021 CX predictions


Simplifying CX YouTube series video highlighting 2021 CX predictions. Videos

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Contact Center Talent in These Changing Times, Part 3 – The Rise of the Research Team, Making Executive Leadership Even Stronger


This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. “I I can see all obstacles in my way,” sang Johnny Nash* in his signature hit “I Can See Clearly Now.”

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Live Chat Resellers – Why You Should Choose Comm100


If you’re reading this, you’re probably already sold on the value of adding live chat to the list of technologies that you offer your clients. (If If you’re not, will cover it quicky in this blog later).

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Leaders Expected to Explore Investments in Customer Experience as Contact Centers Become Even More Fundamental to Business Growth in 2021

NICE inContact

We connected with our team of subject matter experts to get their opinions on the top issues facing the 2021 contact center and what customer experience leaders need to keep in mind as they brace for the future. Here’s what they had to say. Customer Experience AI

The dynamic duo: TechSee and Salesforce power ahead to drive digital transformation


Strong partnerships are a force for change – and that is best highlighted in the strengthening of the relationship between TechSee and Salesforce – both sides bringing to the table the capability to drive and support businesses with streamlined, efficient, and cost-effective operations.

Customer Service Lessons From the Best Unknown Companies


I’m often asked what the best way to disrupt the competition is. The answer is to not compare yourself to the competition, but to the best companies from other industries.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Be Sure to Make it Right

Wired and Dangerous

John’s mother passed away several years ago. One thing he remembers vividly about his mom in her later years was how much she enjoyed receiving flowers on special occasions. When she was about to celebrate her 90 th birthday he sent her a special arrangement of flowers the week before her birthday!

What is Process Modeling? 6 Essential Questions Answered


What is Process Modeling? Process modeling is the graphical representation of business processes or workflows. Like a flow chat, individual steps of the process are drawn out so there is an end-to-end overview of the tasks in the process within the context of the business environment.

New Trends in Customer Success You Need to Know About


Keeping up with new trends in customer success can help you promote repeat business and prevent customer churn. Here are four of the latest trends you need to know about: Automating customer success with out-of-the-box templates. Incorporating artificial intelligence for smarter success solutions.

5 Top Customer Service Articles For the Week of December 14, 2020


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. The 6 Top Customer Experience Trends in 2021 by Julien Rio.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

What are Examples of Content Marketing on Social Media?


Marketing Operations Organic Search Marketing Management Content Marketing

3 Reasons Your Organization Needs Digital CX in 2021

Upstream Works

Digital customer engagement is about more than simply adding new channels to the contact center. Digital CX also enables contact centers and back office digital workers to truly understand their customers’ behaviors, wants and needs.

Why Customer Success Is So Important and How to Promote It


Customer success is the key to building strong customer relationships. When your brand helps your customers succeed at their goals, they want to continue your relationship. Customer success nurtures the positive experiences of your brand, promoting repeat business and retention.

What our data is telling us about how retailers can reduce holiday return volume


A 10-year acceleration in ecommerce buying driven by the pandemic, in combination with the seasonal spike in gift buying, is about to create an unprecedented volume of holiday retail returns.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

What are the Types of Content Marketing?


Marketing Operations Organic Search Marketing Management Content Marketing

Amazing Business Radio: Gabriele Masili


Know Your Customers. The Digital, Personalized Customer Experience of the Future. Shep Hyken interviews Gabriele Masili , Global VP and Chief Technology Officer of Customer Experience & Success at Microsoft.

7 Examples of What Businesses Can Achieve with Better Natural Language Processing


Natural language processing (NLP) is a branch of artificial intelligence that uses machine learning algorithms to help computers understand natural human language—not just what people are saying but also what they mean when they say it.

The CX stakes are rising in financial services and insurance


As revealed in a new report by Talkdesk Research, customer loyalty is on the line at every touchpoint. Customer experience (CX) is the differentiator for businesses in all industries. CX stakes are rising, and customers have the power to vote with their wallets.

Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

In 2021, many executives have started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27th for a webinar exploring our 2021 Community Predictions eBook!