Thu.Jun 20, 2019

Leveraging the Innovation Process to Improve the Customer Experience


The term “innovation” conjures up a multitude of visions. Most people associate innovation with emerging technologies such as artificial intelligence (AI) and 3D printing.


The Real Key to Customer Loyalty


CX thought leader, Colin Shaw, talks about the combined impact of your customers' most prominent memory, and their last memory with your brand


Building Culture and Customer and Employee Experience at The YMCA

Customer Bliss

In this episode, I chat with Bob Thomas , the first chief experience officer at The YMCA of the Greater Twin Cities, about establishing a scalable CX initiative at a nationwide non-profit.


The Real Key to Customer Loyalty


CX thought leader, Colin Shaw, talks about the combined impact of your customers' most prominent memory, and their last memory with your brand

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Episode 53 – Customer Value Beyond the Dollar Value

Kristina Evey

?The value of every customer extends far beyond their monetary lifetime value. This episode shares how customers bring value to … Read More Episode 53 – Customer Value Beyond the Dollar Value. The post Episode 53 – Customer Value Beyond the Dollar Value appeared first on Kristina Evey. Customer Experience Management Podcasting Uncategorized


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Episode 54 – Which Comes First – the CX or the EX?

Kristina Evey

Shownotes… Which comes first – the CX or the EX? CX is all about focusing on the Customer and the … Read More Episode 54 – Which Comes First – the CX or the EX? The post Episode 54 – Which Comes First – the CX or the EX? appeared first on Kristina Evey. employee engagement Employee Experience Podcasting Uncategorized


What to Do About Low User Adoption


It’s been a little over a month since that enthusiastic new customer sailed through the onboarding phase. By now, they should be implementing your product into their daily workflow and enjoying the first signs of business value. Instead, your core metrics are telling you there’s something wrong.

Episode 55 – An Opposite Silo Perspective to Enhance CX

Kristina Evey

Shownotes… An Opposite Silo Perspective to Enhance CX This short episode explains how looking at CX challenges from the perspective … Read More Episode 55 – An Opposite Silo Perspective to Enhance CX. The post Episode 55 – An Opposite Silo Perspective to Enhance CX appeared first on Kristina Evey. Perception Planning for CX Podcasting


WRAP Spotlight on Howard Bendell


Howard Bendell brings over 25 years' timeshare and real estate experience to the WRAP group of professionals organized by CustomerCount’s Bob Kobek. Continue reading → The post WRAP Spotlight on Howard Bendell appeared first on CustomerCount. News Howard Bendell WRAP

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Episode 56 – Expert Shaun Belding Shares His Insights to Improve CX Success

Kristina Evey

Shaun Belding is a leading global expert and speaker on customer experience, leadership and building positive workplaces. He is the … Read More Episode 56 – Expert Shaun Belding Shares His Insights to Improve CX Success. The post Episode 56 – Expert Shaun Belding Shares His Insights to Improve CX Success appeared first on Kristina Evey. Leadership Perception Planning for CX Podcasting


Salon Reputation Management: 8 Proven Tips


If you manage or own a beauty salon or spa, you are probably aware of how labor-intensive it is to build and secure a reputation. The fact is, 90 percent of your leads will be directly correlated to the opinions of prior customers, voiced either online or offline.

Tips 65

Does Making Excuses retain Your Clients Long Term?

One Millimeter Mindset

When you continuously are making excuses for poor product quality and performance or sub-par service and maintenance, how invested are you in client success?

Avoid the Stackpocalypse: Walk the Untraveled Roads of the Martech Ecosystem


In 2014, I became the Digital Marketing Manager for a software company. One of my first orders of business was to evaluate our marketing technologies and decide which we should keep, which to drop, and which to bring on board.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

Finding Relevant Influencers with Instagram Analytics


Influencers are a big deal – especially for brands where aspiration to a certain lifestyle is part of the marketing strategy. Instagram is a major channel for such influencers to be found – which is why Instagram analytics should be a crucial component of your influencer strategy.

Deep Work by Cal Newport (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at Deep Work by Cal Newport. Check out the video below to hear Adam’s one win that you can take away from Deep Work to improve your organization’s customer experience and customer service. About Deep Work.

Restricted Writing: Could Banning Certain Words Improve My Copy?

Brand Watch



The Widest of the Deep: Bizagi Named a Leader by Forrester


Any organization undergoing digital transformation will know what a challenge it is to go deep by handling complex, long-running processes.

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

Coveo Announces its AI-Powered Relevance and Recommendations Technology for ServiceNow

CSM Magazine

Coveo is launching its new Coveo for ServiceNow solutions, bringing a whole new level of enterprise content access and relevance into the interactions between agents using ServiceNow and their customers.


9 Advantages of Gainsight PX Over Amplitude


Product analytics is a necessary part of modern product management. But what’s the point of collecting data if you have no way to act on it and improve your KPIs?


Moving from chatbots to Automated Agents


Chatbots are arguably one of the most talked about and polarizing advancements not just in customer support, but in all of tech. But what exactly are they? While there are many definitions out there, the word “chatbot” is a term for an application that can simulate a conversation with a live person.


Focus on the Outcomes: Takeaways from the Gartner Customer Experience and Technologies Summit


Deploying AI in the enterprise has driven a lot of hype over the past couple of years, with regular news articles raising fears and hopes around the possibilities of what AI can accomplish.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

5 Must-Read Customer Service Articles of the Week - June 20


Every week I read a number of CX and Customer Feedback articles from various publications and blogs around the web. Here are my top five picks for this week with a quick summary of each

How DataOps Is Changing Application Development


Another day, another buzzword that surfaces in the data management space with promises of changing the way things are done. Although in this case—it could be with good reason. DataOps, or data operations, refers to the next step in the evolution of DevOps teams, where data scientists, processes, and tools are increasingly integrated into the development process at data-focused enterprises.

4 Ways Snail Mail is Redefining Customer Experience

Smarter CX

Snail mail could be the key to standing out and reaching customers in a digital world. Today’s audiences are inundated with digital mail, and it’s easy for your message to get lost in the shuffle—no matter how important it is. As Vox notes, “Fast forward 10 years and the virtual mailbox today looks a whole lot like our parents’ IRL mailboxes back then: A total sh*t show.”

5 Hacks to Help You Build Your Client Base Faster

Agency owners and consultants know how to build business. That is, after all, the job. The whole job. But having hacks for building even more business never hurts. Especially if you want to help your own agency grow bigger. Or if you're having trouble standing out among your competitors.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.