Sat.Dec 28, 2019 - Fri.Jan 03, 2020

Improving your NPS starts with Customer Journey Research

Gold Research

NPS has proven to be the most common metric for measuring customer loyalty since its introduction in 2003 by Bain & Company and SatMetrix. Once a company starts measuring it, the natural question is how to improve it – especially when compensation is tied to the measurement target.

Proper CX Governance: Eating Your Customer Experience Vegetables


Humans like rules — when they apply to someone else. But sometimes they’re necessary for us all; without them, even the best of intentions can fall apart.

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The Ultimate Guide to the Voice of the Customer


Voice of the Customer (VoC) is a strategy to improve the customer experience by incorporating customer feedback into marketing and operations. Implementing a VoC plan can drive a 10x increase in annual revenue. If done correctly, you can also use VoC to bolster your customer retention.

Lessons Learned about Building Remote Customer Success Teams from 4 Years on the Job


Lessons Learned about Building Remote Customer Success Teams from 4 Years on the Job. Author: Ingmar Zahorsky , VP of Customer Success, ChartMogul. ChartMogul hasn’t always been a remote company, but the customer success team started with remote in mind.

The 2020 Community Trends Webinar Series

Speaker: Vanilla Forums

Is your community program up to the standards of 2020? Save your seat for this webinar series, and don't miss your chance hear from five of Vanilla Forums' community experts as they respond to your pressing questions and dive into some of the biggest community trends identified for 2020!

20 CX Commitments for 2020

Experience Investigators by 360Connext

I’m weirdly excited about this year. 2020 – a year of vision ! See what I did there?). This time of year is all about the BIG plans. We’re going to eat healthier, get better sleep and drink more water, right? Of course.

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Customer Experience: 5 Startling Predictions for 2020

Beyond Philosophy

Here we go, beginning of 2020 and a whole new decade. It is essential to reflect where we have been and where we want to go at this time of year. With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . I discussed these predictions on a recent podcast.

CX – Making it Personal in 2020 with Omnichannel Optimization

Upstream Works

This series started with digital transformation being the overall driver of change in 2020, and from that we’ll examine some sub-themes over the next few posts.

Guest Blog: How to Use Gamification to Improve Agent Motivation


This week we feature an article by Tom Paton who writes about how customer service teams are using gamification as a way to improve performance and retention. Managing motivation can be a real struggle for customer service teams.

Thankful For A Decade Of Great Experiences

Experience Matters

Happy New Year! Wow, it’s 2020… the start to a new decade. I’m really looking forward to what’s ahead. My previous post discusses how 2020 will be the Year Of Insightful Actions, but I also wanted to zoom out and share a broader perspective. Appreciating The Past 10 Years Before focusing on the 2020s, I’d like to pause and express my gratitude for the 2010s. It was a great decade!

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.

Customer Service Skills, Strategies, and Mindset For 2020

Michel Falcon Experience

Before the end of the year, we spend time building our marketing plans, setting our operating budgets and creating strategic plans to drive our business forward. One thing that I believe our companies and the public are getting better at, is understanding the importance of customer experience.

Will 2020 Mark the End of the Retail Apocalypse?

Smarter CX

Fast fashion retailer Forever 21 recently became one of the latest to file for bankruptcy amidst a decade-long “retail apocalypse”, and once-iconic brands like Toys R Us , Gymboree , and Sears have become the haunting storefronts of the brick and mortar ghost town that the term conveys. Starting over with a much smaller footprint, Forever 21 aims to recover and reposition.

New Year’s Reflections: Celebrate Your Accomplishments


I’m going to break away from my typical articles about customer service and experience and get personal. It’s that time of year when we make New Year’s resolutions that, while well-intentioned, we quickly fall short of and often forget in a very short time.

A Clear 2020 Vision: Best CX Practices for the New Year


If one thing is certain, it’s that digital expectations are perpetually changing—that’s true for customers, employees, and businesses. And yet, organizations are always playing catch up; the more phenomenal experiences they deliver, the greater expectations grow. .

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.

How to Transform Your Low-Morale Team

CSM Magazine

If we were to roll back the decades, there was almost no such thing as a “low morale team” Employees accepted their environment, good or bad, and that was the end of the matter. Suffice to say, things have turned on their head.

Customer Data Insights: Best Practices for Tracking and Taking Action


As the economy continues to become more digitally-based, customer data becomes more valuable and accessible than ever. To operate without insight into your customers’ preferences or behaviors is to work in the dark; it’s both ineffective and inefficient, leaving far too much up to chance.

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Customer Service Trends 2020


Companies now know that customer experience is the key competitive differentiator. Data shows that organizations which excel in CX outpace laggards on the S&P 500 index by almost 80%.

Trends 127

Brands Must Resolve to Listen Better in 2020


Continuous improvement is touted as a top focus in many Fortune 500 businesses. And they seem to be on to something. Shouldn’t your organization emulate that thinking? Absolutely. So, here are five ways brands must resolve to listen better in 2020 if they want to be counted among the success stories.

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.

How to Calculate Net Promoter Score in Excel


‘On a scale of 0-10, how likely are you to recommend our product to your family/friends?’. Who would think that a simple question like this could help businesses around the world to take giant leaps towards growth? But, surprisingly or not, it has.

My Top 5 New Year’s Resolutions for Contact Centers


With 2019 coming to an end, it is now time to check the rear-view mirror, reflect on the evolving realities throughout this year, and to look further up the road as new trends set the pace of a decade ahead for contact centers and customer service strategy.

Last post from teleopti


As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product.

Join Me At The 17th International Retail Congress in Peru

Kerry Bodine

What are you doing on March 17 & 18? If you’re going to find yourself in the neighborhood of Lima, Peru, please join me at the 17th International Retail Congress.

Retail 156

Your Complete Customer Engagement Handbook

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

2020 Planning: Answers to Overcoming Budget Objections, Improving Experiences and Specialization

NICE inContact

We’ve just concluded 2020 Planning for Uncertain Times – Practical Tips for Contact Center Leaders, a great webinar series where our speakers discussed the can’t miss investments that you should be making. What I truly enjoyed was the engagement of our audience.

2020: The Year of Insightful Actions

Experience Matters

As 2019 comes to an end, it’s time to think about what we’ll see next year. I collaborated with our XM Institute faculty (Aimee Lucas, Ben Granger, Isabelle Zdatny, and Moira Dorsey) to pull together a picture of where we think XM will be heading in 2020.

Why a CCXP cert should be in your 2020 plans


So, you’re pretty comfortable with your CX know-how…. You’ve been in the space. You’re putting in the daily work. You’re listening to stellar CX Podcasts (shameless…not sorry). But, 2020 is right around the corner, and you’re itching to up your game.

Calabrio – one brand, one future for CX Intelligence


As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand.

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How to Create an Exceptional Customer Experience

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

Contact Center 101: The What and Why of CRM Integration

NICE inContact

Sir Francis Bacon is credited with coining the phrase, “Knowledge is power.” If he were alive today, he’d make a great contact center consultant.

5 Top Customer Service Articles for the Week of December 30, 2019


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.

Talkdesk Among Vendors for Four Pillars of Customer Service in Gartner Report


Talkdesk is again featured prominently in a report from Gartner, the world’s leading research and advisory company.