Sat.Dec 29, 2018 - Fri.Jan 04, 2019

5 Customer-Centric Marketing Strategies for SaaS Companies That Deliver ROI


‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. It’s a way of thinking.

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3 Ways You Can Improve CX This Year, By Focusing on Yourself


Last New Year’s, I wrote a blog post entitled, “All Your Customers Want for the New Year is a Good Customer Experience”. In the post, I retold my experience trying out Amazon Prime for the first time as well as a terrible experience with a website theme company. My main point was that you shouldn’t.

A Perspective and a Prospective on CX

CX Chronicle

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin.

Top 10 Posts on Brand Building Strategies of 2018


A New Year tradition we started here at C3Centricity back in 2011, is to share our most popular brand building strategies and posts of the year. This gives everyone a chance to catch up on our best posts that they may have missed.

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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.

Deliver Education and Be Transparent with 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.

More Trending

Is CX Dying? 7 Ways to Save Customer Experience at Your Organization

Beyond Philosophy

I am concerned. I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening.

CES 2019 – Don’t miss the latest innovations and thinking in the Smart Home realm


If you’re in the Smart Home or Smart City business, CES 2019 is a must visit. A gathering place for the world’s top business leaders and pioneering thinkers, this year’s event focuses on n an important theme: resilience.

Best of the Podcast 2018: Defining Patient and Customer Experience at Cedars-Sinai Hospital

Customer Bliss

Today’s podcast is the last replay featuring “best of” content from 2018. Thank you all for your support and for taking the time to listen to these podcasts. I’ve got a lot of great interviews coming up that I can’t wait to share with you!

3 Customer Experience Trends to Watch Out For in 2019


Now that 2018 is slowly wrapping up, companies are looking into starting 2019 with a ready-to-go customer experience strategy. If this is the case with you as well – don’t worry. It’s still not too late to get in on CX and reap its benefits.

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Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

Anyway You Say It, Happy New Year!

Experience Matters

Gelukkige nuwejaar, Gëzuar vitin e ri, e glëckliches nëies, aam saiid, shnorhavor nor tari, yeni iliniz mubarek, bonne année, urte berri on, ?????? ?????, subho nababarsho, asgwas amegas, mbembe mbu, bonne année, sretna nova godina, bloavezh mat, ??????? ???? ??????, hnit thit ku mingalar pa, kung hé fat tsoi, bon any nou, xin nian kuai le, pace e salute, sretna nova godina, š?astný

121 Amazing Social Media Statistics and Facts

Brand Watch

It is a fact of the internet that every click, every view and every sign-up is recorded somewhere. Depending on your view, this is either very creepy or fantastically interesting. As we’re data nerds here at Brandwatch we fall firmly in the second camp.

Virtual Reality and Augmented Reality: What’s the Difference?

Smarter CX

After decades of popular culture exposure, most people are familiar with virtual reality (VR) technology. Put on a headset or get pulled into a video game, and you can interact with a digital world.

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Superior Contact’s Contact Center Scales to Deliver to Global Client Base


Like a lot of contact centers, Superior Contact, a subsidiary of TelNet Worldwide, found itself at a fork in the road: Keep pouring resources into its outdated premise-based system or take the leap into the cloud with new and knowledgeable partner. Because the company provides sales, technical and business process support services to other contact centers, a lot was riding on its choice of a vendor. Now with NICE inContact as its partner , Superior Contact has never looked back.

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.

New Year Must-Reads from Heart of The Customer

Heart of the Customer

As you head into the new year, here’s some Heart of the Customer favorites to add to your 2019 reading list. Corey Pawlak She’s Not Mad.

Interview: Hootsuite’s Mark Abrami Shares 3 New Year’s Resolutions for Social Teams

Brand Watch



8 Top Customer Experience Quotes of 2018

Smarter CX

2018 was the year of customer experience for businesses around the globe, and CX experts and business leaders captured their experience in thought-provoking customer experience quotes.

Digital Disruption – How is Your Company Responding?

Beyond the Arc

Are you and your company prepared to address digital disruption? Whether you’re ready to lead the charge or are lagging behind, digital disruption is likely to affect your business. What is digital disruption? To begin, what is digital or technology disruption?

How to Optimize CX Through the Voice of the Customer

Speaker: Faith Adams, Analyst at Forrester

Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data

Heading Off a Social Media Influencer Crisis


Influencer marketing is a major component for all brands with a social media presence, but it’s still a fairly new practice. As this tactic becomes more deeply entrenched, brands must be mindful of the potential for rogue influencers to cause a crisis. Here are some steps to avoid them.

Crowdsourcing a Review of Black Mirror:Bandersnatch

Brand Watch

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Predictions for Customer Success in 2019


Firstly- Happy New Year Churn Fighters! Let’s talk 2019 predictions. No matter how deeply you gaze into the crystal ball wondering what this new year has in store for you or your business, the only thing you’ll know for sure is that despite your careful planning, some things will change.

3 Ways to Achieve the Customer Experience Lifestyle

Smarter CX

Adapted advice from the Experience This! podcast with Joey Coleman and Dan Gingiss. In episode 38 of Experience This! , a podcast series, hosts and CX experts Joey Coleman and Dan Gingiss discuss how Nespresso , the Switzerland based premium coffee line, does customer experience right.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Instagram Marketing Will Make or Break Businesses in 2019


Sweeping predictions about any social platform are dangerous to make, but this one feels like a sure thing – businesses that aren’t bringing their A game to Instagram in 2019 will feel it before the end of the year.

46 Fascinating and Incredible YouTube Statistics

Brand Watch

When YouTube first made its way onto the internet, few people realized how many hours of video we’d be watching years later. It seems the internet never gets bored of watching videos, so now there is an entire library’s worth of YouTube stats.

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How to Use a Google Reviews Widget


Google Reviews Widgets. Google reviews widgets, available in various shapes and sizes, enable you to embed or display online reviews from your Google business listing on your own website. Using widgets to display a business’ Google reviews has become a go-to strategy for today’s marketers.

Top Six Data Management Trends for 2019


Data management had a stellar 2018—with hybrid and multi-cloud taking front and center stage and continuing to dominate the data concerns of most enterprises. With another year starting, now is probably a good time to take a look at what’s to come in the world of data management for 2019 and beyond. Here are the top six data management trends for 2019: Analytics, analytics, analytics .

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

Workforce Profitability retains Customers

One Millimeter Mindset

A solid workforce profitability strategy ultimately retains customers. Does your organization or association even consider the value of this strategy? I didn’t think so. At least not yet.

58 Incredible and Interesting Twitter Stats and Statistics

Brand Watch

Ever since the first Tweet was sent, Twitter has been clocking up some impressive numbers. There is a library’s worth of Twitter stats, facts and figures out there on the internet, so we’ve collected the very best for your reading pleasure.

What #CX Professionals Wanted to Know in 2018

CX Journey

Image courtesy of Pixabay What was on the minds of CX professionals in 2018? And, most importantly, what does it mean for 2019? That has yet to be determined, but "execution" and "results" are two words I'd like to see more of this year!

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