Sat.Dec 07, 2019 - Fri.Dec 13, 2019

Prediction: The 3 Biggest Customer Experience Game Changers of the Next Decade

Customers That Stick

Last week we took a look at the three biggest customer experience game changers of the past decade, the 2010s; now, we’re going to look into our crystal ball and I’m going to try to predict what the three biggest customer experience game changers of the next decade, the 2020s, will be.

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Transform Your CX by "Breaking All the Rules"

Innovative CX

In 1999, I read a book entitled, First, Break all the Rules, by Marcus Buckingham and Curt Coffman. As some of you know by now, I like re-reading business books from years past. It gives me the opportunity to assess what progress we’ve made in addressing our day-to-day business challenges.

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What 2010 can teach us about CX excellence in 2020


Who were the customer experience leaders in 2010? How has the CX landscape changed since then? As businesses enter a new decade, it’s worth.W 13th Dec 2019. By Neil Russell-Smith Head of Marketing, EMEA

3 Steps for Turning Customer Feedback Into Product Innovation


Optimizing the customer experience for success is a necessity in today’s competitive business environment. And, for any initiative, customer data is the perfect place to start adjusting your strategy. With careful planning, analysis, and execution, you can transform CX intelligence into effective product innovation.

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!

Guest Blog: Winning Tactics for CX Vendor Selection


This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives.

More Trending

The Importance of Customer Lifetime Value for CX Leaders


By Steve Offsey CX leaders use a myriad of metrics like Net Promoter Score ® (NPS ® ), Customer Satisfaction and Customer Effort Score. Not all companies measure and prioritize it, yet the importance of customer lifetime value (CLV) is staggering.

Drive Engagement and Retention Efforts With The Customer Journey


Two strategies to deliver great experiences in your loyalty journey. How can you retain customers and engage them across time? You must build out a customer journey program that supports the loyalty journey.

5 Tips for Post-Holiday Customer Support


The holidays are a busy time. With an influx of travel plans, gift buying, and end-of-the-year promotions, brands find themselves faced with the task of maintaining inventory, getting orders out the door, and ensure that their customers are left satisfied. This can create stress for everyone and all the requirements that come with serving consumers. Travel companies have to deal with flight cancellations, delays, and stressed customers.

Q&A: New Manager’s Guide for a Customer Success Strategy Implementation


Q&A: New Manager’s Guide for a Customer Success Strategy Implementation. As a new Customer Success leader in your organization, you must figure out how you’ll measure success, keep your team happy and engaged, and secure stakeholder buy-in to champion your strategy in the new year.

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.

Business Value and ROI of Customer Experience: The Step-by-step Guide


Understand how changes in customer experience drive changes in customer behaviour and how that translates to financial measures – to revenue and profits. Feed generated with FetchRSS

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Making the Most of the Customer Lifecycle Management Process


A strong customer relationship can last for years. How do you begin to manage all the potential outcomes, needs, and variables that determine the path ahead? Break it down into small steps.

The Essential Guide to Customer Service Outsourcing

Magellan Solutions

Customer support outsourcing services help in responding immediately to your customers. So you do not have to worry if you are losing money on unattended customers.

Uncomfortable Business Stories are Client Retention Stories

One Millimeter Mindset

Do you tell uncomfortable business stories to your clients and colleagues? Or, do you prefer comfortable stories, where clients always hear how your products and services will live up to their expectations? And everyone always lives happily ever-after?

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.

If You Work with Customers, You Need to Be Friendly (Or at least act friendly)

Myra Golden

I rarely trek grocery store aisles these days. I order online and either have my food delivered, or I get my bags brought right out to my car. At the grocery store yesterday, I rolled my window down as the employee approached, dragging the cart behind her.

How to Use Text Analytics to Improve Your Customer Experience


With text analytics, you can examine open-text feedback for an organized, actionable, high-level view on the feelings and the comments your customers make about your company. Paying attention to open-ended feedback is crucial if you want a clear representation of your customer experience (CX).

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


With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to basics.

‘Tis the Season to Find Pain Points in Your Retail Customer Journey

Experience Investigators by 360Connext

When Santa delivers stress… As December furiously barrels on toward the holidays, your customers will become more and more hurried and stressed as they try to find the perfect gifts. How well will your retail experience handle it? Do you have a working customer journey map?

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.

Top Five Predictions for Customer Listening in 2020

CSM Magazine

Improving the customer experience will continue to be a priority for businesses in 2020, meaning driving insights from customer data has never been more important. Hazel Morton of customer feedback experts Critizr works with some of Europe’s biggest brands and businesses.

The Perfect Job Description for a VP of Customer Experience (CX) 


In the modern SaaS landscape, the two paths of Customer Success and Customer Experience (CX) – although closely related – have slowly but surely diverged.

In the Trenches with a CX Champion


Join us, CX Soldier…. …As As this week, on the ‘ Sweets of CX’ , we jump right on in the trenches with VP of Client Happiness & Success (i.e. Brand Manager) for Promomash , and one of CloudCherry’s 2019-2020 CX Champions- Sarah Meyerdirk.

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Stakeholder Hubs: The Best Way to Share Insights with Stakeholders

Vision Critical

Recently, our Director of Professional Services, Lisa Ketola, shared some information about a #newMR webinar she attended about the best way to share insights with stakeholders.

Your Complete Customer Engagement Handbook

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

Why Does Your Contact Center Need Speech Analytics?

NICE inContact

There is a lot of information out there about speech analytics and how it can benefit contact centers, but what is it exactly and what value does it bring to the customer experience? In simple terms, speech analytics provides one view into the voice of the customer.

Get access to high quality respondents with QuestionPro Audience

QuestionPro Audience

QuestionPro Audience is an economical and quick market research solution that fits your budget. You can access and buy survey respondents from around the globe from our panel and get results quickly.

Experts Share Tips on Making Surveys “Appetizing” to Respondents


Holiday Tips for Spicing Up Those Surveys Coming up next Thursday, December 19th, join CX experts Mary Barnidge, David Ensing, and Dan Hickey as they spread holiday cheer by answering some of our clients’ most frequently asked questions about building and administering surveys. Get answers to these essential questions: How short should you make your. View Article. General

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Leadership Bravery: Earn Your Legacy by Bravely Choosing How You Will … and Will Not Grow

Customer Bliss

This week I spoke at the Experia Summit on Leadership Bravery – a critical element that is missing in over 80% of transformations. I wanted to provide you a bit more context for you on why this is so critical for success. The Impact of Leadership Bravery….

How to Create an Exceptional Customer Experience

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

How to reduce call center volume with Computer Vision AI


Customers prefer NOT to deal with your customer service team, with 67% wanting to access support without calling. They don’t want IVR menus, hold times or even the perkiest reps.

How Brands Cash In On March Madness

QuestionPro Audience

The Madness of March. Many sports fans claim the only thing that gets them through the tedious month of March, when spring is so close you can taste it, is the NCAA Men’s Basketball Tournament, better known as March Madness.

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Astea is now proud to be part of IFS


Combined company strengthens its leadership position in field service management (FSM) by integrating two of the most established and well recognized players in the market.