Sat.Jan 19, 2019 - Fri.Jan 25, 2019

How Customer Success Teams Should Navigate the Complexities of Customer Handoffs


When it comes to dealing directly with customers, is there anything more anxiety-inducing for customer success teams than the dreaded handoff? Probably not, but it really doesn’t have to be this way.

Ten Reasons Why You Should NOT Conduct Market Research


If you commission or conduct market research, then this post is a must-read. It shares ten important reasons I have learned over the years for NOT doing research, but which are unfortunately still prevalent today. Which, if any, are you guilty of? Leave your comments below – I dare you! #1.

Enable Graceful Departures for Your Customers

Customer Bliss

In my 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.

5 Support Tools to Improve Customer Experience


Today’s customers have high expectations for support. They want answers to their questions—and they want them quickly. In order to meet this demand, your team needs modern customer support tools that aid their efforts in providing the best customer experience possible.

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The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

Blue Ocean Specialty Team Named as Finalist in 2019 Stevie® Awards for Customer Service


Blue Ocean, a world leader in customer care solutions, was named a finalist in the “Customer Service Team of the Year – Recovery Situation” category in the 13th Annual Stevie® Awards for Sales & Customer Service.

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Watch Jeanne Bliss’s Webinar: How to Provide Customer Service That Would “Make Mom Proud”


Customer experience expert Jeanne Bliss joined us for a webinar where she spoke with us about her new book ‘Would You Do That to Your Mother’, and how businesses can provide customer service that would quite literally “make mom proud!”.

How to Create Customer Surveys for Content Marketing


A successful content marketing strategy relies on good customer feedback. Without knowing what your customers want, it’s impossible to develop valuable content that generates brand loyalty and business leads. The better your content, the bigger impact you’ll have on the bottom line. .

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Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?


Let’s get real: once-transformative technologies that allowed businesses to respond to consumer needs with speed and agility no longer elicit the oohs and aahs they once did.

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Setting Attainable CX Goals: Part 2 of 3


This is the second part of a three-part blog series. In this blog series, I’m focusing on the three questions I’ve been asked the most over my 20 years in various research consulting roles at MaritzCX. Last month I answered the question: “How do I increase response rates? Should I shorten my survey?”

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

The Basics of Establishing and Operationalizing Your CX Foundation

Customer Bliss

What is Call Queuing and Why Does It Matter?


Let’s face it, no one enjoys waiting in line. Whether we’re getting a coffee, a car wash, or checking into a hotel, we all just want fast and easy service, so we can get on with our day. . This same rule applies when people call into your contact center. . And if you think that more people are contacting you via your digital channels instead of calling you, think again.

Outsourcing: where did I go wrong? – by Tim Sunley


Do you remember the word “mankind”? personally I am a supporter of using the gender neutral “humankind” and can see how, regardless of my underlying motivation, using a different word can have a significant impact on the reader.

Setting Attainable CX Goals: Part 2 of 3


This is the second part of a three-part blog series. In this blog series, I’m focusing on the three questions I’ve been asked the most over my 20 years in various research consulting roles at MaritzCX. Last month I answered the question: “How do I increase response rates? Should I shorten my survey?”

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

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

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

Step up Customer Assistance with Live Video Support


Innovative ways to provide customers with immediate assistance, guidance and support lies at the heart of every customer-centric organization.

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Florida’s City Furniture Gains Reliable Data and Performance Visibility


Meaningful data and reporting are critical elements for any contact center. Without an accurate read on performance and the quality of the service being provided to customers, managers can’t know where—or how—to improve. That’s the situation City Furniture, a leading home furnishings and accents retailer in Florida, found itself in with an on-premise Cisco system that consistently provided inaccurate information.

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6 Winning Lessons From The New England Patriots (For All Organizations)

Experience Matters

The New England Patriots just won the AFC Championship, earning a trip to their third straight Superbowl. As a Patriots fan, I’m thrilled. I know that many people don’t like the team, but there’s no denying that the Patriots have built a dynasty and are one of the most dominant teams in recent history (across any sport). How do the Patriots keep achieving success? By implementing a system that creates winning teams.

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Convergence and What It Means to CX


I wish we had a crystal ball but we don’t. Despite that, we made a prediction back in the fall that the worlds of CX and CRM would continue coming together since it results in many benefits both for customers and organizations.

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.

IntouchCheck: New Year, New Features


Learn more about some of the exciting new IntouchCheck features that have just been released


Performance Management – You Know You Need It, and Here’s Why


If there is one single area you want to focus on in 2019 for contact center improvement, consider Performance Management. The contact center industry has always experienced higher attrition rates than many other industries, and with current workplace turnover at an all-time high, this has not changed. Overall turnover statistics in the call center industry as a whole vary greatly, but on average, turnover is between 30 and 45 percent.

Get the Right People on Your Customer Experience Team

Kristina Evey

Successful teams are made up of the right people. This is true in sports and it is true in Customer … Read More Get the Right People on Your Customer Experience Team. The post Get the Right People on Your Customer Experience Team appeared first on Kristina Evey. Planning for CX Team

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Is Your Customer Service Team Still Wearing Blinders?

Steve DiGioia

Blinders. They’re used on racehorses to keep their focus on running straight ahead and to not be distracted by the horses on either side. For most horses, blinders are a good and productive means to an end. But for some of us humans working in the customer service industry, we’ve decided to wear blinders too. We focus on our job with little interaction with our fellow co-workers. We think this “laser focus” is our key to success until we’re shown the door. Then we ask, “Why am I being fired?”.

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.

Great Teams = Great Customer Experiences

Wired and Dangerous

Customers today are picky, fickle, vocal and vain. They are Vain –expecting treatment that telegraphs they are special and unique, not just one of the masses.

Appriss Tackles the World’s Toughest Problems Upgrading to Cloud Contact Center Technology


Founded in 1994, Appriss is a data analytics company built on a core belief: Technology can and should be doing good for society. Leaders in key industries across the globe use the company’s data and platforms to solve some of today’s most complex challenges, from fraud to the opioid epidemic to safety for violent crime victims.

Episode 35 – Tips to Successfully Onboard Your Customers

Kristina Evey

Shownotes : Plan Your Customer Onboarding – Leave Nothing to Chance The way you onboard your new customers sets the … Read More Episode 35 – Tips to Successfully Onboard Your Customers. The post Episode 35 – Tips to Successfully Onboard Your Customers appeared first on Kristina Evey. Onboarding Planning for CX Podcasting

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Tough Customers


Colin Greenwood and Richard Ogley are here to help. Specifically, they’re here to help you; the customer.

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.