Trending Articles

Why CX Governance Matters


As the type of person who is constantly seeking connections of all sorts – physical, emotional, strategic – I find myself drawing parallels between my personal and work life on a daily basis.

A 6-Year Chief Customer Officer Role Roadmap, With Libby Duane Adams – CB69

Customer Bliss

Episode Overview. Libby Duane Adams is a disciplined and mature CCO leader who shares her 6-year strategy for making the role a growth driver in her organization. For those driving B2B technology companies, you will not want to miss her actions, path and how she drove success. About Libby.

Trending Sources

Chatbots: Saviours of the insurance industry


While the insurance industry has been slow to transition to a digital world, chatbots offer a quick and easy way to begin delivering the services 21st century customers demand. Read More. Jacada Blog

Thinking of hiring a product manager? Read this first.

Forrester's Customer Insights

Do you currently have someone in your organization who fits this job description? If not, then it’s time you do.

Forbes Insights: Data Elevates the Customer Experience

New ways of discovering and applying customer insights

More Trending

It’s all about uniting silos for effective CX

Customer Bliss

I’ve been writing and speaking about uniting the C-Suite — i.e. uniting the silos, metrics, and accountability measures of various teams — for years.

6 Bonus Myths of Journey Mapping

CX Journey

Image courtesy of Pixabay Get the journey mapping process right, and you'll reap the rewards for a long time to come! Last week, I wrote about the session I hosted for Quadient's 2nd CX Transformation Day.

Your CX Scorecard is Probably Measuring the Wrong Thing

Heart of the Customer

“The purpose of a business is to create and keep a customer.” – Peter Drucker I love that quote. In one short sentence, Drucker summarizes what a business – and customer experience (CX) – is all about.

We May All Be Different BUT We Are All Irrational!

Beyond Philosophy

Asking strategic questions helps you understand your Customer Experience (CX), determine a focus for your efforts, and deliver a successful CX outcome. However, one question is the most vital to success with your CX strategy, and it isn’t about them; it’s about you.

5 Tips for Hiring a Great Customer Support Team

Customer support is the most important job in your company, so it pays to hire right

Customer Experience & Customer Communications Management Glossary v3


As customer communications management (CCM) continues to modernize and expand in scope, taking its place among other customer experience (CX) technologies, we periodically update our CX & CCM Glossary.

Transforming the Insurance Industry with Digital


Although slow to adopt digital, the insurance industry should look at the many benefits this offers, rather than focusing on the challenges it creates. Read More. Jacada Blog

Smartphones are dead. Long live smartphones!

Forrester's Customer Insights

This week, Google announced the acquisition of key HTC assets. This will give them some of the hardware technology expertise, the design skills and the experience in smartphone retail distribution they badly need.

The 4 Biggest Mistakes Brands Make When Monitoring Online Reviews


This article was written by Vivek Patel, who works as a Local Search Specialist for E2M, a content marketing agency based in San Diego that specializes in content strategy, creation, promotion, and SEO for domestic and overseas clients. You can find Vivek on Twitter @vivekrpatel.

The Ten Commandments of Customer Service

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

Reaching the New Standard in Digital Expectations

Peter Lavers

By Peter Lavers and Rob Poratti – Product Marketing Manager for IBM Watson Commerce. This blog is based on a Webinar we recently hosted for IBM on this subject.

Data 19

What Makes Good Customer Service


National Customer Service Week is coming up the first week in October. This is a time to appreciate employees for doing a great job taking care of customers. There are many ways companies are celebrating.

What’s in the Recipe for Great Service?

Wired and Dangerous

We believe there are three ingredients that create a superb service greatness recipe for today’s Wired & Dangerous customer. Those ingredients are: the dream, the drive, and the discipline.

Internet of Things will Fundamentally Alter the Contact Center


There is no doubt that the Internet of Things is going to significantly change how customer service is delivered. While adapting to the IoT has its challenges, benefits far outweigh. Read More. Jacada Blog

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

Why Healthcare Organizations Should Focus on the Consumer


The patient is a consumer. As out-of-pocket healthcare costs continue to increase, patients are doing more research when they search for a healthcare provider. To understand the role of consumerism in healthcare, we spoke to Preston Gee, vice president, strategic marketing at CHRISTUS Health.

Unbelievable: Latest Airline Fiasco!

Beyond Philosophy

RyanAir, Europe’s largest airline, in my view are the epitome of a poor Customer Experience. Over the last few days, they have proven this yet again as the airline has begun cancelling hundreds of flights.

Scaling Customer Success: Technology vs. Headcount


Cash-flow and funding can limit headcount for many early-stage SaaS companies, and at the outset, the Customer Success function often falls upon a team of one.

WDW: Exceptional Experience or Your Benevolent Big Brother?


Although Disney is well known for their excellent customer experience, some believe that Disney, and their extensive collection and leveraging of customer data, could be too controlling and used for a manipulating – although generally exceptional – customer experience. The truth is that it’s a little of both. Regardless, firms can learn much from Walt Disney World’s customer experience playbook. They are highly successful in making their customer’s experience exceptional.

Data 20

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Driving Measurable Results from CX Initiatives


In my last post , I reflected on my vacation to the Galapagos and my thoughts on how customer experience programs needed to evolve similarly to how various endemic species of the Galapagos were required to in order to survive. Building on that comparison, specifically with regard to the idea of “survival of the fittest,” a critical survival challenge that CX departments are increasingly facing is being able to show how their initiatives are driving business outcomes.

Forrester’s B2B Marketing Forum Reinforces The Concept Of “Customer As Compass” (And Covers What To Do About It)

Forrester's Customer Insights

I hope that nobody in your organization needs convincing that you should join us at the B2B Marketing Forum in Austin, Texas, this year (October 5 and 6, 2017). We have an incredible agenda with a fantastic lineup of inspirational speakers.

B2B 16

State of Analytics In Customer Programs: Customer Loyalty Focus, Machine Learning Adoption and the Data Science Skill Gap

Bob Hayes

A new customer analytics survey of 80+ companies provides a look into the state of analytics in customer programs. Only 32% of respondents are satisfied with their company's use of analytics to create a competitive advantage.

Internal Communication Growing Pains and How To Solve Them

CX Journey

Image courtesy of Pixabay Today I'm pleased to share a guest post by Rae Steinbach. Good internal communication can make a big difference for any company. A failure of communication can cause projects to fail, increase costs, and can contribute to an atmosphere of discontent among your staff.

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

What 100 Businesses Say About Live Chat on Their Website


So you’re ready to introduce live chat support to your business. Outside of your support job, you might even be one of the 41% of consumers who prefer live chat over any other support channel – phone, email, Facebook or Twitter.

Tools 10

Feeling Good at the Farmers Market


I don’t find shopping to be an enjoyable pastime. It’s usually a stressful and time-consuming experience. I can’t always find what I want, help can be hard to find, and I often leave the store feeling more like a profit margin than a valued customer. I am more likely to come back to a store if they can provide a fun, stress-free experience. Nowhere have I found a more positive experience shopping than at my local farmer’s market.

Employee Engagement: Facing the Future Part 2


In my previous blog post , I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly important component of their contact center operational strategy. The survey results are representative of the U.S. contact center population with a 95 percent confidence level and a margin of error of 3.6 points.