Sat.May 19, 2018 - Fri.May 25, 2018

Are You a Good Listener? Here’s How to Tell

Steve DiGioia

…which of these 5 types are you? This original article was written by Steve DiGioia. Most people understand that in order to provide good customer service we must use one of our least appreciated soft skills – listening.

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Transform or Die! Business Transformation is No Longer Optional


We live in a business world full of disruption. Whether you work in financial services, manufacturing, logistics or retail, no business today can ignore the rapid pace of change facing us all.


New Grads: Take This One Lesson to the Workforce

Smarter CX

Speeding along the flatlands of Nebraska, I found myself waxing nostalgic about both my past and my youngest brother Callaghan’s future. I was headed to Creighton University in Omaha to watch Callaghan graduate from college.

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Augmented Reality – Far From a Gimmick for Field Service


Why pay attention to Augmented Reality? Augmented Reality or “AR” solves many challenges you face today: growing complexity of serviceable assets, limited resources, and an aging workforce which leads to massive training needs for new and contingent field technicians.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

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How Do You Keep Up with Customer Expectations?

Beyond Philosophy

Customer expect different things. Its a constantly moving goal. How do we keep up with these? Colin Shaw and Professor Ryan Hamilton discuss this and other topics. The post How Do You Keep Up with Customer Expectations? appeared first on. Podcast

Customers Frustrating You? How to Feel Content in Restraint | #custserv

Kate Nasser

Are customers frustrating you? Here's how to avoid losing it & be happy about your restraint. Insight fr The People Skills Coach™. The post Customers Frustrating You? How to Feel Content in Restraint | #custserv appeared first on

Can you put a price on good Customer Experience?


It’s a question we know many B2B markets come up against, but it’s certainly something we should all be improving and raising as a priority. Simply put, to make your company sit up and listen, to get the backing of seniors, and to make sure your CEO becomes an advocate, you need to build and show an explicit link to value. Companies investing to improve the customer experience must be clearer about what it’s worth to them and exactly how the improvements will generate value.

AI’s Insatiable Appetite For Silicon Requires New Chips

Forrester's Customer Insights

One breakthrough of AI is deep learning: a branch of machine learning that can uncannily identify objects in images, recognize voices, and create other predictive models by analyzing data. Deep learning can use regular CPUs, but for serious projects, data science and AI engineering teams must use AI chips such as GPUs that can handle […]. age of the customer artificial intelligence (AI

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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.

Can Design Thinking Solve Your Customer Experience Woes? - Frank Reactions

Tema Frank

The post Can Design Thinking Solve Your Customer Experience Woes? appeared first on Frank Reactions. Customer Service / Customer Experience Frank Reactions Podcast Marketing Research Shows design thinking

SAP Leonardo Is Growing Up

Forrester's Customer Insights

Here are a few thoughts from the SAP Leonardo Center launch in Singapore in early May. The good news: since we last reported on Leonardo, SAP is clearer about what Leonardo actually is, and has more mature messaging and interesting customer examples to share. Leonardo itself, though, continues to be a work in progress. So, […].