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.

A New Segmentation Model for Customer Onboarding

In this eBook, we 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.

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!

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.

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. .

How a Top 25 Most Trusted Brand Handed Their CX to AI

Speaker: Brian Morin, CMO, SmartAction & Patty Kleinfeldt, Director of Q&E, AAA

One of the most trusted brands in the world, AAA, took the most critical aspect of their Customer Experience and handed it over to an AI-powered virtual agent for omnichannel self-service. In this webinar, we will hear from Brian Morin of SmartAction and AAA's Dispatch Operations Manager, Steve Bennett. They will dive into how AAA handled this transition and the effect its had on CX.

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%.

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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.

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.

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.

The 7 Deadly Survey Questions


Bad survey questions can easily muddy your data and derail your business decisions. Here are 7 examples of questions to avoid in your next survey. Articles

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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 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.

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.

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Taking Action with Net Promoter Score (NPS) in Salesforce


The basics on how to use a Net Promoter Score (NPS) survey. Guides

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.

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.