Russel Lolacher
OCTOBER 28, 2019
74% of Millennials (18-34) and 58% of GenX (35-54) have a better opinion of organizations that provide social media customer care – Microsoft . Social customer care (using social media platforms as customer service experience tools) can be amazingly effective way to build relationships with the your customers and bring significant benefits to your organization.
Experience Investigators by 360Connext
OCTOBER 29, 2019
Customer journey mapping can be a powerful tool to help you truly understand your customers, innovate around new ways to serve them, and identify gaps in their journey. But, that’s only if the map is used as a tool and not an artifact. Many CX teams spend months on a journey map only to have a beautiful poster on the wall that only tells part of the story.
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Steve DiGioia
OCTOBER 28, 2019
If you’re having a bad experience in a restaurant and decide to never return, do you tell the manager? Or do you just leave and commit to never going back? If your clothes are seldom ready when promised by your dry cleaner, do you tell him why you’ve decided to go elsewhere? Or do you just find another cleaner? If the company you purchased a product from makes it difficult to return it without you jumping through hoops, do you make a complaint or vow to never buy from them again?
Genroe
OCTOBER 27, 2019
Every day in companies around the world people sit down in meetings and decide today’s the day that they’re going to get serious about collecting customer feedback. Lots of earnest discussion follows, agreements are reached, actions allocated and heads nod in full agreement. Everyone leaves full of enthusiasm. Flash forward 18 months (sometimes less, sometimes more) and many of the […].
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
CX Accelerator
OCTOBER 26, 2019
When I was 12 years old, I discovered basketball cards, I loved them so much I collected over 5,000 of them in one summer. I grew up watching Magic Johnson, Larry Bird, Michael Jordan, and Kareem Abdul Jabbar. Once I started collecting, I had to have their rookie cards and then a card for every year after. I loved basketball and memorized all the statistics of every player in the league.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
TechSee
OCTOBER 29, 2019
Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. But it turns out that not all self-service options are created equal. Walmart axed its Mobile Express Scan & Go self-checkout experience due to negative feedback from customers.
Totango
OCTOBER 29, 2019
In the customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step of the way. This leads to greater customer success, which reduces churn and increases renewals. .
ClientSuccess
OCTOBER 29, 2019
Regardless of your industry, the rate of technology adoption and competition is increasing substantially year over year, which can make it difficult to keep your customer retention rates high. Yet, reducing churn while keeping customer health scores high is critical for long-term company growth. . While you can’t control your company’s pricing or product features which are often cited as two of the top reasons accounts churn to a competitor, you do have the ultimate control of the experience you
Topdown
OCTOBER 28, 2019
There has been a continued focus on customer experience in the business world, and for good reason. Customer experience isn’t just a persistent buzzword, it has a real impact on your business. Like many concepts, customer experience (CX) is multifaceted.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
CX Accelerator
OCTOBER 26, 2019
Whether you know it or not, a battle rages in the universe between companies with incredible customer experiences and everyone else. Furthermore, so many companies are paying lip service to great customer experience but not walking the walk. You are looking to hire one Avenger from the Marvel Cinematic Universe who will build the best CX program in all of the universe.
InMoment XI
OCTOBER 29, 2019
How the Worst Team in Baseball History Innovated to Win the World Series 50 Years Ago Innovation Requires a Continuous Team Effort To innovate successfully, you can’t just rally the troops or hastily assemble a task force when upper management suddenly identifies a need. Innovation works best when a team is in place that is. View Article.
GetFeedback
OCTOBER 27, 2019
In this article, we talk about just that: how you can define customer satisfaction and the methods to measure it.
Experience Matters
OCTOBER 29, 2019
Earlier today, I led an roundtable discussion at SAP Select in Berlin entitled “Become a XM Transformation Leader.” This is a critical theme for many executives. If you want the benefits of Experience Management (XM), then you will need to lead a transformational journey across your organization. If you’ve been reading my work, then you realize that XM is not about the delivery of a single great experience, but it’s a discipline that’s embedded across an organizatio
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Alida
OCTOBER 30, 2019
Kelly Hall, Vision Critical Chief Customer Officer, was recently named one of the Top 50 Women Leaders in SaaS of 2019 by The Software Report. Here, Kelly shares some wisdom gleaned over her 17-year career in tech. She offers her perspective on the upsides and downsides of being an executive, the traits required to be a successful leader, and what she wishes she would have known when starting her career.
CloudCherry
OCTOBER 27, 2019
Considering Implementing a CX Program? Good decision! While you’re at it, it might be a good idea to consider the things that are often overlooked when it comes to this noble endeavor. And, on this week’s ‘ Sweets of CX ,’ we’ve got the one and only Nate Brown – Head of CX for UL EHS , Co-Founder of CX Accelerator , CloudCherry’s first ever CX Champion, and our honored guest- to lend his expertise.
GetFeedback
OCTOBER 27, 2019
Defining customer satisfaction is not easy. On the surface, you think you know what it means to have a satisfied customer. However, if you dig a little deeper, it would be difficult to say, emphatically, what makes them satisfied. . Think about gyms. They may assume that if someone doesn’t cancel their membership that they’re satisfied, but we know that’s not the case.
CX Accelerator
OCTOBER 26, 2019
When I was 12 years old, I discovered basketball cards, I loved them so much I collected over 5,000 of them in one summer. I grew up watching Magic Johnson, Larry Bird, Michael Jordan, and Kareem Abdul Jabbar. Once I started collecting, I had to have their rookie cards and then a card for every year after. I loved basketball and memorized all the statistics of every player in the league.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
Alida
NOVEMBER 1, 2019
With an open dialogue with customers, companies can accelerate and de-risk product innovation by gathering insights at every step of the product development cycle. With the Inner Circle, an online community of VMware customers and partners that facilitates rapid-cycle research, VMware product teams can improve product innovation while building customer satisfaction and loyalty along the way.
InMoment XI
OCTOBER 31, 2019
Today’s consumers are not afraid to switch things up, if a company’s service fails to live up to their expectations. With so many choices across the marketplace, customers will go wherever they feel their needs are best met. So how can we, as businesses and CX practitioners alike, attract and retain customers for life? A. View Article.
Beyond Philosophy
NOVEMBER 1, 2019
Some customer habits may be useful for your Customer Experience strategy, and some of them may not. Understanding how customers’ habits form and how to identify them is crucial for Customer Experience. We talked about how habits form and understanding your customers’ habits in a recent podcast. We discussed how one of the ways to view patterns is through this two-system lens, meaning the Intuitive and Rational Systems we use in our thinking. .
CX Accelerator
OCTOBER 26, 2019
Whether you know it or not, a battle rages in the universe between companies with incredible customer experiences and everyone else. Furthermore, so many companies are paying lip service to great customer experience but not walking the walk. You are looking to hire one Avenger from the Marvel Cinematic Universe who will build the best CX program in all of the universe.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
Alida
OCTOBER 29, 2019
We all want to improve our customer experience. We’ve created customer journey maps and tried to focus on improving the whole experience and the Forrester CX Index is telling us that across the board in all industries, the customer experience is not improving. What are we missing?
NICE inContact
NOVEMBER 1, 2019
Access our webinar: Delivering True Operational Agility in Times of Crisis. In crisis and in calm, 211 LA County helps over 1.4 million people every year, and its 60 Community Resource Advisors respond to more than 500,000 contacts annually. It also provides support to other 211 operations across the country in times of disaster. In the webinar, Delivering True Operational Agility in Times of Crisi s , 211 LA County COO Amy Latzer describes how critical agility and scalability are to the organiz
BlueOcean
OCTOBER 29, 2019
Maybe you’re a math person and love nothing more than a hefty Excel document to dig into for a few hours. Or maybe math isn’t your strong suit and you’re just looking for hard numbers to tell you what you need to know. Either way, we’ve put together this handy infographic to help you compare the cost of in-house vs outsourced contact centers. And hey, we’re also standing by to help you out with a cost analysis and custom quote for your outsourced contact center.
CX Accelerator
OCTOBER 26, 2019
When I was 12 years old, I discovered basketball cards, I loved them so much I collected over 5,000 of them in one summer. I grew up watching Magic Johnson, Larry Bird, Michael Jordan, and Kareem Abdul Jabbar. Once I started collecting, I had to have their rookie cards and then a card for every year after. I loved basketball and memorized all the statistics of every player in the league.
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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
Customer Bliss
OCTOBER 29, 2019
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. The following is a lightly edited transcript of the video below. When customers need you, are you there?
NICE inContact
OCTOBER 31, 2019
For contact center agents, it sometimes feels like either the workday drags on or it flies by with a flash. But maybe there is a happy medium for your agents – like when you are playing your favorite game or sport and completely lose track of time. Some people refer to that phenomenon as “being in the zone.” In positive psychology it is known as “flow.
TechSee
OCTOBER 31, 2019
The nights are drawing in and there’s a chill in the air. Ancient folk memories of evil spirits start to surface. Magic and mischief reign. It’s Halloween. As you get into the spirit of the occasion, spare a thought for the humble contact center agent, huddled over his keyboard, staring into the abyss of another long shift of customer service hell. No trick or treating.
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