Sat.Aug 11, 2018 - Fri.Aug 17, 2018

Stat Testing for NPS Scores


Applying statistical testing for NPS can be confusing. In this post, we’ll define the problem, break down the mechanics of how to solve it, and avoid math equations to keep things conceptual. In this way, it will be easier to understand what’s going on with stat testing of NPS scores.

NPS 260

4 Ways to Stop Being a Business of No

Steve DiGioia

you gotta be kidding with all these rules. This original article was written by Steve DiGioia. You took out a big loan to open your business; maybe even got a second mortgage on your home. Then, product and supplies were ordered on credit cards.

3 Ways the Best Brands Do Omnichannel Right


Have you had enough of the term omnichannel? It blasted into our vocabulary a few years ago, shoving out multichannel as the preferred ubiquitous business speak of our time. Omnichannel paints a picture of an all-knowing customer journey.

How Does a Plant Closure Help Customer Experience?

Heart of the Customer

This is a guest post written by one of our very own Lead Consultants, Jean Fasching Recently, I ran across a Yahoo Finance post that announced the closure of a plant that produces high fructose corn syrup and industrial starch.

How Omnichannel Ready Are You?

In this white paper, we will highlight some very common customer support problems that exist in most E-commerce businesses. Our intent to provide you with a solution that will set your business apart from your competitors so you can attract and retain your customers better.

More Trending

The Power of Positivity

CX Chronicle

My colleague and HorizonCX business partner Joe Camirand wrote a recent blog around The Power of a Smile. Consider this a companion blog that looks at the broader concept of being positive, to which a smile certainly belongs and serves as a great starter.

Three Clever Ways to Know the Competition Better


What is the secret to success in business? That’s easy! It’s how well you know the competition. Alright, maybe this is a slightly over-simplified perspective, but it always surprises me how many companies work with a primarily internal focus. I have written many posts about knowing your customers, such as “Why Customers Are The Answer To All Your Problems (If You Ask the Right Questions).”

How Robots Are Changing Retail

Smarter CX

At this year’s Modern Customer Experience conference, the SmarterCX team met a variety of exhibitors and learned how their companies are creating smarter customer experiences.

Retail 119

Five Ways To Plan For B2B Journey Mapping Success

Forrester's Customer Insights

Journey mapping can be an energizing and eye-opening exercise in customer empathy. As advisors to B2B CX and Marketing Leaders in the Forrester Leadership Boards (FLB), we come along on many journey mapping “journeys”.

B2B 119

Build a bot with the Genesys PureCloud platform and Amazon Lex

Take a front-row seat to hear how this contact center integration will upgrade your IT infrastructure. Learn how to practically apply Amazon Lex and machine learning to replace your legacy IVR and overcome common IVR problems.

The Future of Intelligent Decision Support Systems in Contact Centers


Decision Support Systems (DSS) drive faster, smarter decisions based on objective data, rather than on subjective criteria or personal instinct.

What really makes customers happy?


Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

5 Customer Satisfaction Metrics You Need to Track


Tracking the right customer satisfaction metrics will help you better understand how to retain your current customers — as well as attract new ones. In an increasingly crowded marketplace, merely being able to sell your product or service doesn’t always guarantee business growth.

[Infographic] Customer Success Metrics Cheat Sheet


Metrics, metrics, metrics. everyone is looking to better understand their customers and the outcomes of their customer success efforts. There are so many options, it can be hard to get a clear idea of what to keep track of, and where to focus our attention.

Frost & Sullivan White Paper–CX Innovation Through Agile & DevOps

Organizations are continuously improving their CX systems in an effort to keep up with customer demands. Automation increases quality and accelerates innovation. Learn how adopting Agile/DevOps will accelerate innovation and exceed customer expectations.

3 Ways to Streamline Customer Communications and Reduce Operating Costs


Effective customer communication involves more than screaming messages at your audience. Customer Experience Customer Communications Document Automation RPA

7 IT Myths That Need to Be Confirmed or Busted


Businesses across every industry have made improvements by leaps and bounds through the integration of advanced technology, and along with it, upgrades in their information technology infrastructure.

How to Re-engage Unresponsive Customers


Relationships are at the core of all customer interactions, and it’s impossible to have a productive one if the communication is one-sided. In our personal lives, we have the luxury of writing people off who don't reciprocate our efforts to form a bond. In business, this is rarely the case.

Is Artificial Intelligence Overhyped?

Smarter CX

Artificial intelligence is one of the most hyped-up and talked-about technologies in customer experience. But is it possible that AI is being over-hyped?

Data 56

eBook: Top 6 Benefits of Improving CX Assurance

More and more organizations understand the value of delivering a high-quality customer experience and investing in improving their CX assurance processes. Automating testing and monitoring, top the list of ways to improve their CX assurance efforts.

Great Customer Experience Strategy Examples You Must Follow


The term “customer experience” is making its way into the popular business vernacular today, however, it seems as if many individuals are using the term without fully understanding the true meaning.

Develop Your Professional Zen for Customer Experience Success

One Millimeter Mindset

Professional Zen is a valuable professional characteristic to have. Especially when the goal not only is to acquire clients, but also to retain them. It becomes a matter of how we leverage customer experience, long-term.

Homebase customers – what you need to know

Helen Dewdney

Homebase announced on 14 August 2018 that it will close 42 stores across the UK. They will be shut over the next 16 months in addition to the 17 which already closed their doors earlier in the year.

How AI is Changing Healthcare

QuestionPro Audience

From virtual assistants to facial recognition to personalization, AI (artificial intelligence) plays a large role in our everyday lives. We have grown accustomed to having these digital personal assistants make our lives easier and having “smart” homes and cars.

How to Create an Exceptional Customer Experience

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

Do Your Employees Know What Customers Are Saying About Your Brand?

Second to None

Brand perception rests on a constantly changing spectrum. Understanding how consumers view your organizations plays a huge role in your employees’ ability to establish beneficial relationships with customers. While leadership and other team members may have an idea of how they hope your organization is registered by customers, without the right data, there could be a massive discrepancy between this hope and the reality.

Technology to Help Mobile Salespeople Ace Their Customer Service

CSM Magazine

Around 72% of businesses say that improving customer experience is key to achieving their goals, yet only 63% of marketers have turned to new technology to help them achieve this goal, according to research by Forrester.

Amazing Business Radio: Tiffani Bova


The Carnival Of Business Growth Strategies. Get smarter about building your company’s future. Shep Hyken sits down with Tiffani Bova, the global growth and innovation evangelist at Salesforce.

Seeking Good Industrial Use Cases For Virtual Or Augmented Reality

Forrester's Customer Insights

Augmented reality (AR) and virtual reality (VR) have become the cool must-haves for industrial technology vendor keynotes. I have lost count of the times we’ve watched someone on stage as they swoosh and swoop through jet engines, nuclear reactors, sunken wrecks, and the like.

Customer Experience Transformation in Telecoms

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

CX Myth #2: You Need A 360-Degree View of Customers

Experience Matters

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths.

Are your digital projects dangerous?


It started out as a beautiful early September Sunday morning where I left home for a long bike ride, eager to check out the new expanded bike lane that had just been added north of our place. Halfway through the ride the weather quickly turned, and I went from riding in full sunshine to racing home through a torrential downpour.


5 Top Customer Service Articles for the Week of August 13, 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.

Beyond Compliance: How HR Became Ground Zero for Growing and Nurturing Talent

Happy or Not

by HappyOrNot It may seem hard to believe, but back when the Disco Era came in, the Age of the “Personnel” Department went out — and Human Resources took its place.

The Ten Commandments of Customer Service

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