Sat.Dec 14, 2019 - Fri.Dec 20, 2019

4 Christmas customer service lessons from Santa


Date: Wednesday, December 18, 2019 Author: Pauline Ashenden - Marketing Manager 4 Christmas customer service lessons from Santa. Published on: December 18, 2019.

Is A 4.5-Star Rating Better Than 5 Stars?


Does your organization really want five-star reviews across the board? It’s easy to dismiss the question as silly. Of course you want five-star reviews (!) — especially in the age of Yelp, Facebook, and TripAdvisor.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

How Video Drives Impact Across Customer Experience Programs


Using Video Technology to Inspire Action User generated video is becoming a ubiquitous part of modern life. According to research, consumers spend more than 80% of their screen time on mobile devices.

Video 260

The Importance of Customer Feedback for the Food Industry


Having a great restaurant and serving great food at competitive prices is no longer enough. Your customers want more, so you need to meet and exceed their expectations. Without that, you’ll struggle to earn their loyalty, deal with a bad reputation, and you’ll eventually lose them.

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.

With CX Technology Investments – Are you putting the cart before the horse?

Innovative CX

Investing in tools and technology to support your organization’s customer experience is important, necessary and often expensive. Sometimes, it’s also the first place some leaders start when they want to kick start improving their CX.

More Trending

Find the ROI in CX

Think Customers

In the era of the customer, companies are adopting digital initiatives and making changes to established business models, processes, and systems to become customer-centric organizations.

ROI 52

Do You Have a Strategy to Elevate Your Company for Decades to Come?

Customer Bliss

Can I be blunt? I mean, we’re friends, right? For longer than you can imagine, I’ve been on the front lines of corporate efforts to be more responsive to customers, which also implies to be more successful in the marketplace.

Key Contact Center Trends to Watch for in 2020

Upstream Works

There are many technology trends impacting the contact center, and as we enter a new decade, it’s only natural to think in broad terms with a longer-term time horizon.

How to Be a Better Retail Customer During the Holidays

Steve DiGioia

The “holidays” are everyone’s favorite time of year. Time to share a meal with great company, whether family, friends, or coworkers. It’s a happy, festive time for all. But, is it? Those working in the retail industry may have a different take on the holidays.

Retail 202

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.

Why You Should Know How to Journey Map

Heart of the Customer

To prepare for our upcoming Customer Journey Mapping Workshop in February in the Dallas/Fort worth area, I spoke to past workshop participants and now certified journey mappers to reflect on their most important learnings, now that they are six months in.

3 Secrets to Managing CX Through an Acquisition


Is your bank growing through acquisitions? If the answer yes, you know that mergers and acquisitions are never easy. Banks do their best to focus on systems, processes, employees and customers – ensuring alignment and smooth transition. But in our experience, customer experience typically takes a hit. If you are going through a merger or acquisition and measuring NPS, it's not unusual to see a 10 to 40-point dip in your scores.

Guest Blog: Why Customer Experience Is Essential to Your Bottom Line


This week we feature an article by Sabio who explains why developing a customer experience strategy is essential for your business to improve its bottom line. Developing a customer experience (CX) strategy for your business has never been more important. Every business can benefit.

Time to Value: Customer Success Best Practices to Help Your Customers Grow


Your customers are working with you because your company’s products and services are valuable The quicker you can deliver that value, the more likely you are to build trust and loyalty with customers.

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.

The Efficiency Crisis In Customer Success


It’s December. For us software people, that means it’s time for three things: Holiday fun. Closing Q4 and…. Microsoft Excel! Or Google Sheets. Or Pyspread (where my Python people at?). What I mean by that is it’s budgeting season ! Who’s fired up? Anyone?

20 Ways To Create An Amazing Customer Service Experience In 2020 (Part Two)


Last week, I shared ten ideas to drive a better customer experience in 2020. As promised, I’m back with ten more tips. If you haven’t read part one yet, you can do so here. Or, you can see all these suggestions at once by reading my recent Forbes article.

Why The Intensity of Customer Emotions is Crucial to Your Customer Loyalty

Beyond Philosophy

Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough.

How Most People Get It Wrong When Giving Customers Bad News

Myra Golden

My husband and I were sitting at the big boardroom table at the closing office. We’d just sold our first home, and we were now closing on our new home. We thought we were in great shape, but, something went wrong. The bank didn’t transfer the money for the purchase of our new home.

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.

3 Secrets to Avoiding Job Burnout in Customer Service

CSM Magazine

Everyone who has ever held a job is familiar with burnout, but studies suggest that customer service workers are at a higher risk of experiencing symptoms of stress and exhaustion due to the intensely demanding nature of their work. Customer service burnout is thus worryingly common.

2020 Customer Journey Predictions


Three predictions that will impact the customer journey in the next year. The art and science of customer journey orchestration has evolved over the past decade. The new year and new decade ahead promise to bring even more changes. Why should you care about these changes? Simple.

The Importance of Customer Feedback for the Food Industry


In this article we explore five reasons why you need to collect customer feedback if you work in the food industry. Articles

Tips for Sprucing Up Your Customer Surveys


Experts Share Best Practices for Survey Design It can be tough to set up a survey. After all, there are many factors that prevent or encourage customers to share their experiences.

Tips 260

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.

Revisiting Our Top 10 Most Popular CX Posts Of 2019

Experience Investigators by 360Connext

2020 is Almost Here… With the new year — and the new decade! — just two weeks away, we’re all turning our attention to where CX will go in 2020 and beyond.

B2C 166

What’s on the AI Horizon: Roadmap to AI in the Contact Center

NICE inContact

How will Artificial Intelligence (AI) affect your contact center? Whether you’re looking to impact operational costs, keep up with the competition, improve efficiencies, reduce the volume of agent interaction or improve the overall customer experience, AI is going to make a measurable impact.

Hark the Herald Agents Sing: It’s Holiday Season in the Contact Center!


Heading out of the office this holiday to grab some eggnog and enjoy the lights?

A Message from Our CEO, Ross Wainwright

Vision Critical

The past three weeks have been a whirlwind. I can't thank everyone enough for the warm reception I've received as the new CEO of Vision Critical. It is an honor to lead Vision Critical and be part of what will become an amazing growth story in the CXM market.

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.