Sat.Jul 04, 2020 - Fri.Jul 10, 2020

The Complete Guide to User Experience Metrics


Learn how to use the most popular UX metrics, improve the user experience, and prove the ROI of your efforts. Guides

What’s Trending in Customer Service Right Now?


Time kind of lost all meaning in the first half of 2020 so it’s especially hard to believe we’re in the middle of summer already.

Trends 156

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Virtual Journey Mapping Bootcamp: August 4 & 5

Kerry Bodine

In-person training won ’ t be back for a while… But the need to understand your customers’ behaviors, needs, and expectations remains. To help you drive critical customer-centric decision-making in your organization, I’m hosting a Virtual Journey Mapping Bootcamp on August 4 & 5, 2020. .

Why Journey Map? 3 Problems They Can Solve

Experience Investigators by 360Connext

Why Create Customer Journey Maps? Journey maps can be extraordinarily impactful upon how an organization approaches their products, services, and interactions. They are also often widely misunderstood. Stop for a moment and imagine a customer journey map in your mind. What do you see?

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

How to Bridge the Gap for CX Across the Organization


Leverage key CX metrics to demonstrate the value of customer experience and build partnerships across departments. Guides

More Trending

Experiences that Matter - Volume II


We are so proud of the work our clients are doing in there communities and want to try and share these positive stories. Follow #ExperiencesThatMatter on social media to keep up to date. Here is our latest round-up to catch you up

Summer '20 Release: Customer-led innovations help you stay on the path of customer-centricity

Vision Critical


Interview With CX Ambassador Corrina Owens


Interview with Corrina Owens, marketing and demand generation manager at SpendHQ—a leading SaaS spend analysis solution—about her career in the customer experience space. Articles

More Consumers Are Cautiously Accepting Artificial Intelligence (AI) enabled Customer Service Methods

NICE inContact

Artificial intelligence (AI) has been around for years, but it's the recent advances that have created so much buzz. These advances show that AI is making machines smarter in very visible ways, ranging from "smart homes" to lifelike robots making the rounds of late-night TV shows.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Customer Engagement – March 2014


This article was originally presented on Customer Engagement Magazine’s website. The post Customer Engagement – March 2014 appeared first on StoryMiners. Appearances Articles

Enhancing Remote Maintenance using Visual Technology


Field service organizations have long been implementing measures to reduce their high operational costs. Technician dispatches, in particular, are a huge drain on resources, considering that each truck roll involves technician labor costs, and vehicle expenses such as fuel and insurance.

How to Use Real-Time Feedback for Bug Tracking


Four steps to integrate user feedback into your bug tracking program. Guides

According to Steve #3 – Remember When

Steve DiGioia

Remember when you’d fall asleep on the living room couch and wake up after midnight to a TV that was all static because the stations when off the air ? Remember when the 5-second rule applied for almost any food that fell on the floor?

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Making Your Contact Center Adaptive: Advanced Management Techniques for Quickly- Changing Customer Expectations


How do you expect customer expectations to change in 2017? Customers will expect most of their vendors to serve them as well as their favorite vendors do. Like the new cash register-less check-out at Amazon GO? Why doesn’t Target offer that?

Did everyone bring their service greatness attitude today?

Wired and Dangerous

You are in complete control of your attitude. Victor Frankl in his classic book, Man’s Search For Meaning , described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future. The book has sold over 10 million copies.

Improving Customer and Employee Retention: Tips and Strategies

Joe Rawlinson

The retention of customers and employees is correlated to a point. A customer that has worked with a specific client manager or staff member will have a rapport with the employee. Constant turnover can make it difficult to build that rapport that is so important in customer retention.

Tips 92

Would You Please Leave a Review About Your Experience?


Getting customers to review their experience with you is powerful.

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

Caitlin Delohery – Interview with Mike Wittenstein


Describe the day-in-the-life of a professional speaker. A professional speaker doesn’t just speak, they run a business. Often, they run every part of their business.

How a Workforce Engagement Solution Benefits Remote Customer Support


The days of on-premises support systems and locally-based customer support agents is over. Remote work or work-from-anywhere situations used to be a sparsely used option but has now proven to be the reality for most. Instead of a gradual move to remote work, companies have had to adjust quickly.

The Secret of CX Success

Heart of the Customer

Swing for the fences! Shoot for the Moon! You got this! During my many years as a high school and collegiate lacrosse player and coach, I heard (and said) encouraging platitudes like these more times than I can possibly count.

Tips 82

Amazing Business Radio: Patricia Fripp


The Secret to Success is Good Customer Service. How to Use Customer Service Stories to Teach, Inspire and Reward. Shep Hyken interviews Patricia Fripp , CSP, CPAE, speech coach and customer service expert.

[On-Demand Webinar] The State of Customer Education: Trends and Benchmarks Report

Speaker: Sandi Lin & Linda Schwaber-Cohen

In this webinar, Skilljar CEO Sandi Lin shared learnings from Skilljar's recent study and her insights on the state of Customer Education. She dug into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

Top 50 Customer Service Leaders – Best Customer Experience Influencers


We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues.

What do Talkdeskers have to say about Diversity, Equity and Inclusion?


2020 has been a challenging and unusual year on so many levels. The COVID-19 pandemic took the world by storm and governments worldwide declared stay-at-home and social distancing measures to protect public health safety.



Events and Conferences. Optimove created PostFunnel Events Series to give the growing B2C CRM community a home and to facilitating insightful conversations about Relationship Marketing (while munching on great food).

The 6 CX Fundamentals of Organizational and Human Adaptiveness


The 6 Customer Experience Fundamentals of Organizational and Human Adaptiveness Change. The post The 6 CX Fundamentals of Organizational and Human Adaptiveness appeared first on Eglobalis.

Data 74

Just launched! 2020 Customer Education Benchmarks and Trends Report

Based on a survey of more than 250+ external education teams, Skilljar has compiled this report on current trends including budgets, integrations, team structure, and more. In this report, see how companies across a variety of industries are building, optimizing, and measuring their training programs.

Top 50 Customer Service Leaders – Best Customer Experience Influencers


We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues.

Feeling Bad About Social Inequity Is Not Enough

The DiJulius Group

1. Feature Article Feeling Bad About Social Inequity Is Not Enough By John DiJulius, Chief Revolution Officer Like most people when I saw the news about the George Floyd incident, I was horrified.

First Direct CEO quits in surprise move

Helen Dewdney

Boss hops to competitor bank during lockdown. The Chief Executive of First Direct, Joe Gordon, has left the company in what appears to be a surprise departure. First Direct, which is part of HSBC, lost its star CEO in May 2020 during the coronavirus lockdown period.