Sat.Feb 01, 2020 - Fri.Feb 07, 2020

5 Ways to Mobilize Your Customer Data


The twenty-teens were all about collecting data — from CRMs to CDPs countless companies invested in the gathering of data and effective organization solutions.

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What’s the Peak-End Rule and Why It Matters in CX?


What is the Peak-End Rule? Barbara Frederickson and Danie Kahneman conducted a research based study in 1993 that proved that the human memory is, in fact, imperfect.

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CX Training Can Make You Happier… Here’s How To Get Started

Experience Investigators by 360Connext

Learning Makes You Happier — Science Shows it. Have you ever experienced a “conference high?” ” . Not, I’m not talking about what happens when you skip out on the afternoon session because you got a whiff of something “totally legal in this state.”

Can Your Workforce Management Software Withstand the Mandatory Digital Transformation?

NICE inContact

To workforce management outsiders, forecasting in a traditional contact center has always been a bit confounding. Erlang C, Box-Jenkins ARMIA, exponential smoothing – oh my! And that was just when we only had basic interaction channels like voice, email, and chat!

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Of Politics & CX: Looking Through the Eyes of Your Promoters


Swaying The “Swing” States In 2016, the United States held its last Presidential Election. It was a hotly contested election and lines were drawn between “Red” and “Blue” States, and then there were the “Swing” states. I happened to be working in the MaritzCX office in Toledo, Ohio in October of that year. View Article. General


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Bigfoot Customer Service. What Is It and Why Are You Still Giving It?

Steve DiGioia

Bigfoot. The elusive missing link between humans and apes. But what does he have to do with customer service? Well, plenty. There are many similarities between the creature and the service many of us dish-out to our customers. That’s why I call it, Bigfoot customer service. Let’s get into it. Rumors.

Guest Post: Why Businesses Must Emphasize a Human Touch Over the Phone


This week we feature an article by Riley Panko, a Senior Content Developer & Marketer at Clutch. She emphasizes the need for human interaction over the phone in a world of automated response systems.

9 Best SEO Tools to Improve Your Local Search Ranking


It has become common over the past years for consumers to search for a specific local business online before making a purchase decision. And when they search online, they always check out online reviews and other types of consumer-generated information.

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U.S. Bank Fires Employee for Helping Customer on Christmas Eve

Kristina Evey

I just read a New York Times article that just has me seething. US Bank fired a customer for doing … Read More U.S. Bank Fires Employee for Helping Customer on Christmas Eve. The post U.S. Bank Fires Employee for Helping Customer on Christmas Eve appeared first on Kristina Evey.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Self-service: a Key to Reducing Dissatisfaction in Customer Relations


Self-service and customer relations: provide autonomy to your customers. According to a Zendesk study, the main reasons for customer dissatisfaction are the multiplication of online contributors (57%) and a resolution time that is too long for 46% of respondents.

The Tribal Knowledge Base – Sharing the Wisdom in Customer Service


Contact center attrition rates are notoriously high.

Three Ways Agent Experience is Boosting Customer Experience

NICE inContact

Everyone in the contact center wants to deliver a great customer experience. Unfortunately, after many years of industry focus, it is not being achieved uniformly. Many centers deliver sub-optimal results and struggle with their Customer Experience (CX) initiatives.

The Top Customer Success Factors to Help You Create an Enterprise-Wide Strategy


The rise of the recurring revenue business model has placed the customer in control of their business partnerships. Customer value is now achieved over repeated cycles of renewal, and the customer can walk away whenever they see fit.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

5 Ways to Improve Customer Service for Your Lending Business

CSM Magazine

Banks, credit unions, and direct lenders work in a very competitive market. They also deal with one of the most sensitive and vital aspects of peoples’ lives: money. Or the lack thereof. In this context, customer service is crucial to attract and retain clients and do good business.

Free CSAT Calculator


Use our interactive calculator to measure your Customer Satisfaction Score (CSAT) and its impact on ROI. Tools

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Advice to Employers


Preparing Your Employees For Success My daughter is getting ready to start her first job. She is fifteen and will be working in a sporting goods store. Overall, it is a good first job. She is sporty and knows the lingo, she’s hungry to start making her own money, and the store is owned by.

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The Four P’s of XM Insights

Experience Matters

This post identifies four ways that Experience Management (XM) insights can be used to better serve all of the human beings that an organization interacts with. The post The Four P’s of XM Insights appeared first on Experience Matters. Customer experience Enlighten

Your Complete Customer Engagement Handbook

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

Practical Advice for Leveraging Artificial Intelligence for Customer Service

NICE inContact

In this video, the next in our series on Transforming Customer Experiences, Chris Bauserman, VP of Product Marketing, discusses practical advice for leveraging artificial intelligence (AI) for customer service. Digital First Omnichannel Contact Center Trends & Insights NICE inContact CXone

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Drive More Revenue with CSAT, NPS and CES


How to use customer loyalty metrics (NPS, CSAT, CES) to drive the best survey program and boost revenue for your company. Articles

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The Comeback of a More Personalized Approach


Let’s get personal. About the comeback of a more personalized approach in CX, that is. It’s no secret- or at least it shouldn’t be- that this is becoming more and more essential in the space.

Why I joined the XM Institute: HR to EX to XM

Experience Matters

Note from Bruce Temkin: This is the first (of many) posts that will be written by thought leaders besides me. I’m thrilled to have Ben Granger join our Qualtrics XM Institute team and contribute to this blog. Today, I am excited to announce that I have officially joined the Qualtrics XM Institute! I am joining a fantastic team of XM researchers and visionaries.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

How to Boost Agent Productivity: A Swisslog Case Study

NICE inContact

Now more than ever, personalised customer experiences are key to success. Personalised, multichannel service is no longer a perk; it’s what customers expect. However, you may not realise that personalisation is central to the success of your contact centre agents too

Demystifying the Customer Journey Map, featuring Forrester Research


In this webinar you'll learn how to create a customer journey map, what business objectives it helps achieve, and the differences between B2B and B2C journey mapping. Webinars

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Collaborating for Success


Collaboration. Communication. Cohesion…. All those lovely (and essential) ‘ions’ are at the heart of this week’s ‘Sweets of CX’ Episode. Thank goodness I was joined by a true expert on Collaborating for Success. After all, he wrote the book. (No

Your Guide to Mastering CX in 2020


Are you looking for a way to turn your CX data into action? Is your CEM strategy optimized to meet your business objectives

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Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.