Sat.Jan 20, 2018 - Fri.Jan 26, 2018

Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences


At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well.

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2018: New Ways Cloud Will Enhance Customer Care


So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years. Often companies started with a small deployment in one department and gradually grew that implementation to encompass all the contact center applications in the business.

4 Ways to Improve Customer Experience in 2018 – guest post from CCW NOLA


In our modern business landscape, especially with the ever-growing presence of social media in our daily lives, providing consistent positive customer experiences has become critical to maintaining a favourable brand reputation.

Whats the Key to a Strong CX Foundation? Be Obsessed with Your Customers

Customer Bliss

Is your company customer obsessed? If not, it should be! Tamar Cohen , Head of US Customer Experience for Zoetis , a leader in animal health services, shares how she led the leadership team in building the company’s CX platform and organization from the grounds up.

Best Practice Webinar: Conquering Attrition in the Contact Center

3 Imperatives to Engage and Retain Employees. Your frontline employees make or break your customer experience. Yet, attrition can mean delivering customer service with fewer and less-tenured employees, directly affecting your quality of service and forcing you to rethink your customer experience strategy. Join industry expert Lori Bocklund and Genesys experts to examine the root causes of contact center turnover. Learn how to conquer attrition with a hyper-focus on these key areas: Increase focus on coaching and development. Become more strategic in hiring and training. Discover new ways to engage your employees. Presented by. Lori Bocklund, President, Strategic Contact Inc. Cameron Smith, Global Director of Solution Strategy, Genesys. Steve Kosiba, Product Marketing Manager, Decisions & WFO, Genesys. March 21st, 2018 11 AM PST, 2 PM EST, 7 PM GMT. This webinar will be presented LIVE in North America! Not sure you have time to join the live session? Register anyway and we'll send you the recording afterward!

More Trending

Your Live Chat Should Create Customer Convenience Not Dissatisfaction

Customer Bliss

“More and more customers are willing to use live chat when contacting brands, but their general satisfaction rate has gone down slightly.” This is a finding from the recently released LiveChat Customer Service Report 2018 , comparing results from 2017 to 2016.

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The Beginner’s Guide to User-Generated Content


If you’ve ever tried your hand at marketing any business or brand online — in search and on social media — you’re likely to have heard of “user-generated content” or UGC. What exactly does this term mean? And why is it getting thrown around a lot in so many marketing conversations?

How To Craft Helpful B2B Customer Satisfaction Survey Questions


Having another business as your client is a lot different from providing products or services to consumers. But just like in B2C businesses, getting feedback from your customer base is still an essential tool to ensure you’re meeting your clients’ needs.

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Put People Before Profits

CX Journey

Image courtesy of Pixabay Does your company put profits before people? I bring this up because I've seen a particular phenomenon many times: executives decide to put their employee experience and customer experience improvement efforts on pause because sales figures are down.

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

{Infographic} Empathic Design

Michelli Experience

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. Save Save.

It Takes More than Great Packaging

Wired and Dangerous

“Matt, give me a $10-12 Merlot with an attractive label.” The request came from the customer in front of me at my favorite adult beverage store. The customer smiled at the clever name on the bottle of wine Matt picked for him. It made me recall my early experience with moonshine whiskey.

Giving Employees a Voice with Internal Customer Satisfaction Survey Questions


It’s 2018, and businesses are finally waking up to the realization that happy employees make for happy customers – which make for happy businesses and shareholders. There’s huge benefits from acting to make sure your employees are happy and engaged.

B2C Influence on B2B Customer Expectations


There are obvious differences in the way B2C and B2B companies engage, interact with, and serve their respective customer bases. Traditionally, this was appropriately based on significant differences in expectations from those customer groups.

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Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

Empathic Design – As Close to the Holy Grail as You Can Get

Michelli Experience

Do you have a “go to” song you sing when you are at a karaoke bar? How about a signature dish you like to prepare the first time a new visitor comes over for dinner? Customer Experience Design Strategies. For me, my “go to” strategies for product development or experience innovation involve components from my “empathic design” toolkit.

China’s Tech Market Will Grow By 8% In 2018 And 9% In 2019

Forrester's Customer Insights

Forrester’s China Tech Market Outlook, 2018 To 2019 report forecasts that business and government purchases of technology goods and services will grow by 8% in 2018 and 9% in 2019 in US dollar terms.

How To Create Successful Customer Satisfaction Survey Questions for IT Helpdesks


Running an IT helpdesk isn’t easy. It can be tough to find agents who have the right balance of technical knowledge with great customer service skills, and even tougher to assess whether you’ve truly got that balance right.

Mirror, Mirror on the Wall, Who is the Most CX Elite of Them all?


Do you, your team, or company exemplify exceptional customer experience? If so, the nomination period for the second annual CX Elite Awards from MaritzCX are now open.

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

Empathetic Design – As Close to the Holy Grail as You Can Get

Michelli Experience

Do you have a “go to” song you sing when you are at a karaoke bar? How about a signature dish you like to prepare the first time a new visitor comes over for dinner? Customer Experience Design Strategies. For me, my “go to” strategies for product development or experience innovation involve components from my “empathetic design” toolkit.

What big brands can learn from Peloton, the popular, high-end fitness equipment manufacturer

Vision Critical

New gadgets always grab attention. But for a brand to be successful in the long run, any cool gadget needs to be backed by an exceptional customer experience. Done right, it creates a cult following. Home fitness startup Pelaton epitomizes how excellent CX drives consumers to buy into a new device. And in this case, it’s not a wearable, it’s a rideable. And a walkable.

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How to Create the Best eCommerce Customer Service Surveys


You probably know the challenges that come with creating effective customer service or satisfaction surveys, but that definitely does not mean you should give up on your ambitions.

Eight Channel Predictions For 2018

Forrester's Customer Insights

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

CX Institute Fills Customer-Centric Transformation Gap

Experience Matters

For years, Temkin Group has worked with organizations that are looking to become more customer-centric, providing guidance to the executives and teams who are responsible for driving this change. But over the last couple of years, we’ve noticed a shift in our work. It’s no longer just about providing our clients with the skills and knowledge they need to be masterful CX professionals. We are increasingly helping them train and motivate a broader group of employees. This evolution makes sense.

Customer Service Lessons from The Best 22 Toons of The Shepard Letter

Customer Guru

Happy customers play a major role in bringing repeat business and business through word-of-mouth and referrals. When a customer service agent resolves a customer’s grievance with immense care and attention, the customer will talk about it to his friends and family.

The Power of the Last and Lasting Impression


People say all the time that the first impression is important. No doubt it is. Just as important, if not even more so, is the last impression, as it leaves a lasting impression. If you’ve been following my work, this concept may be familiar to you.

Public Cloud Reaches European Mainstream, But Brexit Complicates UK Picture

Forrester's Customer Insights

Public cloud platforms owed much of their early success to adoption by startups. With a bright idea, a web browser, a credit card, and no legacy baggage, the public cloud was an obvious place to build and grow a new business.


How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

Trust me, Fred. This Amazon thing is a Go!

West Monroe

I walked a few blocks up the street from West Monroe’s office with my colleagues to visit the newly-opened Amazon Go store. Having downloaded the app to our phones, we headed out the door to experience the store of the future on opening day. After waiting in line a few minutes, we were ushered in.

4 Tech Trends Driving CRM Software in 2018

Smarter CX

Customer Relationship Management, or CRM software, has come a long way since its beginnings in the 70s and 80s. It continues to evolve to incorporate new technology, features, and innovations to help organizations build and nurture personalized customer relationships.

5 Top Customer Service Articles For the Week of January 22, 2018


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.

What ZTX means for vendors and users

Forrester's Customer Insights

I am a huge fan of Zero Trust—the simplicity of the concept resonates with clients that read the research authored previously by John Kindervag and more recently myself.

5 Customer Satisfaction Templates You Can Use Right Away

Begin or improve your customer satisfaction program with these 5 ready to use templates.