September, 2017

Why CX Governance Matters


As the type of person who is constantly seeking connections of all sorts – physical, emotional, strategic – I find myself drawing parallels between my personal and work life on a daily basis.

The Trouble with Mobile Customer Service Apps


The theory behind mobile customer service apps may be sound, but in practice, the challenges to adoption are significant. Read More. Jacada Blog

Trending Sources

Companies showing great CX in the wake of natural disasters

Customer Bliss

5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland scheduling workforce management

Forbes Insights: Data Elevates the Customer Experience

New ways of discovering and applying customer insights

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Harnessing Digital CX Opportunities


Digitalization is transforming businesses throughout the world and customer experience is a key component.

Chatbots: Saviours of the insurance industry


While the insurance industry has been slow to transition to a digital world, chatbots offer a quick and easy way to begin delivering the services 21st century customers demand. Read More. Jacada Blog

A 6-Year Chief Customer Officer Role Roadmap, With Libby Duane Adams – CB69

Customer Bliss

Episode Overview. Libby Duane Adams is a disciplined and mature CCO leader who shares her 6-year strategy for making the role a growth driver in her organization. For those driving B2B technology companies, you will not want to miss her actions, path and how she drove success. About Libby.

To Facilitate Your Best, Prepare For The Worst

Kerry Bodine

I have abysmal travel luck. I routinely end up on a flight that’s delayed because of a malfunctioning toilet or that has to make an emergency landing because of an overheating engine. I’m a magnet for flat tires, stranded ferry boats, minor medical emergencies, and tragic travel miscommunications.

5 Tips for Hiring a Great Customer Support Team

Customer support is the most important job in your company, so it pays to hire right

Thinking of hiring a product manager? Read this first.

Forrester's Customer Insights

Do you currently have someone in your organization who fits this job description? If not, then it’s time you do.

Adherence to Schedule Tips

Brad Cleveland

Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to handle contacts as scheduled.

Achieve CX Zen with Focused Reporting


Focusing on what matters is essential to your daily life and to your business. Without focus, we would walk blindly through life. In the article How The Power of Focus Can Lead You To Success there is a story of a Zen master teaching his students. The Zen master wanted to show his students a.

Crafting a customer experience roadmap


Delivering exceptional customer experience is the holy grail of modern business, but like King Arthur’s knights, you are unlikely to find what you seek without an effective map. Read More. Jacada Blog

The Ten Commandments of Customer Service

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

It’s all about uniting silos for effective CX

Customer Bliss

I’ve been writing and speaking about uniting the C-Suite — i.e. uniting the silos, metrics, and accountability measures of various teams — for years.

A Family Tree to Take Your Journey Maps from Macro to Micro

Touchpoint Dashboard

This blog is for CX professionals who 1) have multiple journey maps and 2) need a structure to connect them. Remember that neighborhood kid who always got you in trouble? Or maybe you were that kid who stirred everything up.

What Your Customers Love and Hate About Live Chat Support


Are you looking to add live chat to your customer support arsenal? If you are evaluating this, you can’t help but pull out a notepad, draw a line down the middle, and write “pros” and “cons” on either side. Except you won’t need to. That’s exactly what we’ve done here for you today!

5 Myths of Journey Mapping

CX Journey

Journey maps are a catalyst for change. But only when done right! You've heard me say that before, and it's the truth. But the problem is that so many people don't map correctly, and they end up with useless "documents" that aren't actionable. What are they doing wrong? I address this question - and many more - in my session for GMC Software's (now Quadient's) second CX Transformation Day. I focus on the myths of journey mapping and discuss several that I think are key.

Tips 34

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

Don’t be an Emotional Train wreck: start understanding your customer’s emotions


Emotions are both powerful and complicated. They play a significant role in both our purchase decisions and our future customer loyalty. Consider for a moment the standout customer experiences that you have experienced with brands you love – or hate. I became a life-long Nordstrom customer years ago when through ill fated circumstances, I didn’t. View Article

Voice to Digital Transition


How digital can enhance traditional voice communication. While an increasing number of customers are moving to digital channels, voice remains extremely popular. Combining digital with voice could thus give your center a competitive advantage. Read More. Jacada Blog

Improving the Energy Industry Experience, With Damian Cotchett – CB67

Customer Bliss

Episode Overview. Damian and I discuss how he is leading the transition, in partnership with his CEO, to make AGL Energy of Australia a service business that happens to supply energy.

Carlson Rezidor Delivers More Exceptional Customer Experiences, Even during Holidays


For most of us, Labor Day signals the end of the summer season. Families squeeze the last drops of vacation before school restarts and life resettles into ordinary time.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Your CX Scorecard is Probably Measuring the Wrong Thing

Heart of the Customer

“The purpose of a business is to create and keep a customer.” – Peter Drucker I love that quote. In one short sentence, Drucker summarizes what a business – and customer experience (CX) – is all about.

6 Bonus Myths of Journey Mapping

CX Journey

Image courtesy of Pixabay Get the journey mapping process right, and you'll reap the rewards for a long time to come! Last week, I wrote about the session I hosted for Quadient's 2nd CX Transformation Day.

We May All Be Different BUT We Are All Irrational!

Beyond Philosophy

Asking strategic questions helps you understand your Customer Experience (CX), determine a focus for your efforts, and deliver a successful CX outcome. However, one question is the most vital to success with your CX strategy, and it isn’t about them; it’s about you.

Customer Experience is Everyone’s Job


By: Barbara Hoffman, Product Marketing, Clarabridge. Henry Ford once said “It is not the employer who pays the wages, employers only handle the money. It is the customer who pays the wages.”. When you focus on the customers, they certainly do pay wages.

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.

Using Customer Intimacy with Today’s Wild & Dangerous Customer

Wired and Dangerous

Even in traditional manufacturing (and manufacturing-style services), where “careful is correct and rational is right” has long been the managerial axiom, service quality is being recognized as the competitive edge that can differentiate one commodity offering from another.

Is Your CX Program Fit for Survival?


I was lucky enough to spend a week this summer in the Galapagos Islands, where I got to see a number of unique creatures that do not exist anywhere else in the world. From the dinosaur-like iguanas that learned to swim in order to access the seaweed they live off of to the giant tortoises whose shells vary by island based on where vegetation is, it was amazing to see so many unique species thriving because of how they adapted to their unique environment.

What’s Worse than No CX Vision? Multiple CX Visions

Heart of the Customer

Creating a compelling vision is one of the trickiest aspects of an effective customer experience (CX) program. A solid CX vision aligns teams, allowing your front-line employees to decide how best to serve the customer without needing to escalate. Capital One 360 focuses on simplicity.