Wed.Oct 23, 2019

Bad Timing or Bad Decision


Recently, my wife and I went out to dinner. We planned to go to a movie afterward but couldn’t decide what to see. Easy solution—we decided to go home and watch one of our favorite shows on Netflix. We arrived home, got comfortable, turned on the TV and… nothing.

A New Inbound Approach To Customer Success


If you’re familiar with HubSpot, then the word that probably comes to mind is “inbound.”.


The 5 Stages of Customer Centric Design


Great user experience hinges on your ability to understand how consumers think. It’s all well and good if your product feels intuitive to you, but if your customers don’t feel the same way, they won’t continue using your platform. Involving your user base directly into your design processes is necessary to ensure your product’s user. The post The 5 Stages of Customer Centric Design appeared first on Influitive.


Customer Experience Management: Are You Optimizing CX Journeys?

Upstream Works

Customer Experience Management is the means by which an organization captures, measures, evaluates, and acts on all customer experiences, across all touchpoints on the customer journey. There are so many different types of customer experiences today compared to even ten years ago.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

How Chat is Revolutionizing Customer Service


Let’s Chat. About Chat, that is. On this week’s ‘ Sweets of CX ’ Podcast, CloudCherry’s James Gilbert got to sit down with a true millennial expert on how Chat is revolutionizing Customer Service.

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John Paul, #1 Luxury Concierge Services Firm, Selects Talkdesk to Support 700 Global Agents


John Paul , part of the AccorHotels group, is an exclusive provider of luxury and premium loyalty, offering its clients best-in-class concierge service, relationship marketing/events, and cutting edge digital expertise.

Five Key Skills for Virtual Team Leaders

CSM Magazine

The internet has made a lot of things possible. Movie and music streaming, online banking, e-commerce and social media are just some of the benefits that come to mind. The internet has also allowed people to work anywhere, either on their own or in virtual teams.

Things You Think About When Shopping While Being Black

Myra Golden

Two employees were chatting at the register. Both looked up when I crossed the threshold, taking in my Afro blossom, but rather than speak to me, nod or smile, they merely fell back into their banter.

NetBase LIVE L.A. – First Day in Pics!


We just wrapped up Day One of NetBase LIVE in L.A. and are headed back today for Day Two! We’ll have an in-depth recap soon, but here’s a quick look at top moments we hope you didn’t miss! And if you did, there’s still time to join us next month, November 12 and 13 for NetBase LIVE NY !

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.

Why So-What Stories are just Tactical Professional Tools

One Millimeter Mindset

The So-What stories we tell simply leave colleagues, stakeholders, partners and clients flat. At the conclusion of our story, they ask themselves (and you): So-What is the significance of your story to my professional life? So-What is the value of your story to my own professional context?

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High Tech, Higher Touch: Moving Beyond Technology to Deliver Experiences and Relevance


It is a well-known fact that Chinese consumers are very open to new tech. They have always been relatively early adopters of new innovation and are even willing to try the bleeding edge often on tech and devices. They have shown that if they can afford it, they will prioritize the newer, shinier toy.

Make Employee Support Easier (and Innovative) with the New Bold360 Helpdesk


Employee support will never be considered the “sexiest” role within an organization. In fact, many miscategorize these internal support teams, like IT and HR, as just cost centers and a productivity roadblock, but I believe this couldn’t be further from the truth.

Here’s How Artificial Intelligence Is Changing Sales Teams

Smarter CX

This is a preview of the on-demand webinar, AI for Modern Sales Teams. Artificial intelligence (AI) is helping modern sales teams better understand customer needs and sell more effectively. In a webinar co-hosted by Aberdeen and Oracle, Aberdeen VP and Principal Analyst Omer Minkara discusses research that reveals brands with best-in-class sales organizations that are supported by AI tools achieve results such as: 99% year-over-year improvements in revenue from customer referrals.

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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.

Roku Buys DSP Dataxu: Good For Roku, But For Everyone Else?

Forrester's Customer Insights

Roku announced yesterday that it’s buying demand-side platform (DSP) Dataxu for $150 million in cash and stock. Just another instance of advertising technology (adtech) consolidation, maybe? Not so fast. Let’s break down what it means.


Forrester Study: Economic Impact of Qualtrics CustomerXM


Experience management from Qualtrics isn’t just a good strategic decision. It’s an excellent financial decision. In a Qualtrics-commissioned Total Economic Impact study (TEI), Forrester Consulting estimates the 3-year benefit of Qualtrics experience management software at $38.4


The Forrester Wave™: Enterprise Marketing Software Suites, Q3 2019 — A Tale Of Dueling Priorities Fueled By Customer Obsession

Forrester's Customer Insights

The story of enterprise marketing software suites (EMSS) is one of relentless expansion. Originally conceived for its namesake — marketing — EMSS has grown to offer a consolidated source of marketing functionality spanning customer engagement, advertising, measurement, and resource management.

Why Qualtrics – Donal Reddington – Senior Talent Acquisition Partner – Dublin, Ireland


At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Donal’s “Why Qualtrics” story. For me it’s simple, the people and the mission. I can honestly say there is not one person in Qualtrics I am not impressed with.


How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Predictions 2020: 3 Big Changes In Store For DevOps

Forrester's Customer Insights

In this blog, I want to discuss what we’re predicting in the area of DevOps for 2020, and as a bonus, look at some trends that didn’t quite make the cut as predictions. So what are we saying this year? While our full report is here [to be linked], here are a few tidbits: Chaos […].

Top Tips for Leading Remote Teams


Remote work is all the craze these days. Recent data from CloudApp shows that 1 in 4 employees work from home at least once a week. Moreover, the majority of Gen Zers work remotely at least once a week.

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IT Structures Are Evolving To Support Automation, Digital, And Customer Obsession

Forrester's Customer Insights

In discussions with business executives over the last 12 months, Forrester has recognized that there is a concern that IT, or the delivery of IT services, is hindering rather than enabling business transformations. Discussions often lead to the focus of operating models, whether they should be focused on revenue or cost and efficiencies. Forrester’s research […]. age of the customer


Contact Center Management on Fast Forward – Fourth Edition Now Available

Brad Cleveland

It’s hard to believe that Contact Center Management on Fast Forward is in its fourth edition. It is a testimony to the strategic importance of contact centers to organizations of virtually any type.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.