Heart of the Customer
FEBRUARY 7, 2019
As 2018 wrapped up, we finished mapping three very different B2B journeys – healthcare, manufacturing, and distribution. We found one major consistency: customers in all three reported recent backorder issues. The customers were all businesses, but that’s where their similarities ended. Some were mom and pop retail storefronts; others were global manufacturers whose names you […].
CX Journey
FEBRUARY 7, 2019
Image courtesy of Pixabay Today I'm pleased to share a guest post by Stacy Sherman of DoingCXRight. This post originally appeared on the DoingCXRight blog on July 10, 2018. Whether you're new to CX or looking to expand your current knowledge, it is important to learn about what, when, and how to develop personas so that you can serve your customers better.
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BlueOcean
FEBRUARY 7, 2019
It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. off the phone) – upsetting the least number of hurdles, extra points for a graceful gait – was the champion, the most successful, the most likely to win “customer service agent of the year.”.
Vonage
FEBRUARY 5, 2019
The phone is often the medium that matters in moments of truth, whether it’s a service call or an inside sales call making the first contact. To the customer, the ideal interaction often feels like a conversation – just the customer and the company representative, talking through the issues together, person to person. But well-equipped contact center managers know that those conversations may not be as one-on-one as the customers think – and for a very good reason.
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.
InMoment XI
FEBRUARY 5, 2019
MaritzCX Behavioral Science Team Members Contribute to McKinsey Report A recent McKinsey report featured our very own Behavioral Science Officer, Charlotte Blank, and Zarak Khawn, Behavioral Innovation Director from Maritz, who contributed their insights and expertise along with twelve other experts. Since the 1950’s, behavioral scientists have combined economics and psychology to study human behavior.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CX Accelerator
FEBRUARY 6, 2019
Last week, Brittany Naylor (Vice President of Customer Support for Service Direct) queued up a wonderful topic in our CX Accelerator slack channel. It was "Next Issue Avoidance" and how support leaders are bringing this critical concept to life. For those not familiar, the idea of "Next Issue Avoidance" was introduced as part of "The Effortless Experience " in 2011.
Experience Investigators by 360Connext
FEBRUARY 4, 2019
Touchpoints aren’t what they used to be. There was a time in our history when touchpoints were…finite. We could list them easily and agree easily to what they were. The list might have 5-6 things on it for a sophisticated organization. When asked, ‘how does a prospect or customer interact with your brand?’ a brand team might list something like the following. advertising. signage. in-store interactions. packaging. customer service calls.
GetFeedback
FEBRUARY 6, 2019
Are you struggling with the knowledge that there are many customers who have stopped engaging with your brand? Many businesses are. And they keep wondering what went so wrong that their once engaged customer completely stopped responding to their campaigns, emails and so on. Well, there is a way to find out and at the same rekindle the relationship that was once there.
TechSee
FEBRUARY 5, 2019
If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Three key drivers are at the core of this. ROI is fundamental, as C-suite executives at leading service providers demand measurable returns from their outlay.
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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.
Customer Bliss
FEBRUARY 5, 2019
Experience Investigators by 360Connext
FEBRUARY 4, 2019
Touchpoints aren’t what they used to be. There was a time in our history when touchpoints were…finite. We could list them easily and agree easily to what they were. The list might have 5-6 things on it for a sophisticated organization. When asked, ‘how does a prospect or customer interact with your brand?’ a brand team might list something like the following. advertising. signage. in-store interactions. packaging. customer service calls.
GetFeedback
FEBRUARY 4, 2019
You’ve completed your live chat survey implementation and now you’re receiving valuable live chat survey data. You want to put this feedback to good use, but you’re not sure where to begin. Here at GetFeedback, we ran into the same situation when we applied our own live chat survey tool into our customer support feedback program. We’ve now developed a system that allows us to put this powerful customer insight to work.
Kayako
FEBRUARY 6, 2019
When you consider switching from Zendesk to Kayako and don’t want to dive into the tech details of the process, an automated migration tool may be the best option. One of such tools is Help Desk Migration service. It provides an intuitive migration wizard to lead you through the process. And a qualified team is always by your side to help with any questions.
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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.
Beyond Philosophy
FEBRUARY 6, 2019
Customer Experience as an industry is at a crossroads. As I have written before , the results that we should be seeing are not there. It’s time to put up or shut up. If we as an industry do not turn it around, we might see our budgets and headcounts reassigned somewhere else. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerTh
NICE inContact
FEBRUARY 4, 2019
At first glance, the term “virtual call center agent” sounds like a Siri-like creature who exists in the ether, saving the day for troubled customers. Is it a bot? AI? No, a virtual call center agent is a regular human being. “Virtual” modifies the call center, so the call center is virtual but the agent is very real. Most call centers still have a brick and mortar presence.
GetFeedback
FEBRUARY 6, 2019
One of the most exciting parts of conducting an online survey is showcasing the findings and results when data collection wraps up. And with the user feedback you’ve gathered, you can now take your survey results and turn them into awesome, insightful presentations that paint a clear path for how the organization should proceed. However, there are certainly some do’s and don’t’s when it comes to how you’ll go about presenting your survey’s findings.
InMoment XI
FEBRUARY 6, 2019
This is the last part of a three-part blog series based on the three questions I’ve been asked most frequently over my 20 years in various research consulting roles at MaritzCX. Last month I answered the question: “How do I set goals for my CX program?” If you are interested, that blog post is here. View Article.
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.
CloudCherry
FEBRUARY 3, 2019
Too often in my early career, I ran into a similar scenario like this. It’s Thursday afternoon and your CMO or VP calls you up and says, “Hey I need you to target a new segment of customers and start the new campaign we’ve been planning, to them before the weekend.” Panic might set-in as you realize, well crap that segment is not a true 1-to-1 pull and the weekend starts tomorrow.
NICE inContact
FEBRUARY 5, 2019
Increasingly, the contact center is used to deliver holistic customer experience throughout a lifetime of customers’ journeys. This makes sense since many of the activities designed to acquire and retain customers and to deliver and support products and services all utilize the contact center in some fashion. But what do you do if your outdated call center can’t deliver?
GetFeedback
FEBRUARY 6, 2019
Use online surveys to rekindle the relationship that was once there with your customers.
Customer Bliss
FEBRUARY 8, 2019
Today, we’re doing something a little different; The Chief Customer Officer Human Duct Tape Show is in both video and audio form. I think you’re really going to enjoy this conversation between myself and Ben Steele , Executive Vice President, and Chief Customer Officer at REI. So please do listen to the full interview! I really admire REI as a brand; I actually featured them in my latest book, Would You Do That to Your Mother?
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.
Kristina Evey
FEBRUARY 5, 2019
Shownotes – Why Your Customers Aren’t Asking for Your Help and How to Fix It You’re pretty certain your company … Read More Episode 37 – Why Your Customers Aren’t Asking You for Help. The post Episode 37 – Why Your Customers Aren’t Asking You for Help appeared first on Kristina Evey.
NICE inContact
FEBRUARY 6, 2019
In part 1 of the blog, we looked at the foundations of building a robust Customer Experience (CX), starting with contact centers. In this part, we will look at a framework to assess your organization’s CX maturity level and provide tips to move to higher levels. Everyone is excited about CX, given the direct correlation with revenue and margins. But it quickly becomes challenging; companies are often lost on where to start and how to improve CX.
GetFeedback
FEBRUARY 6, 2019
Use this guide to learn how to apply and optimize this new survey distribution feature. .
ShepHyken
FEBRUARY 6, 2019
I’m honored to be the keynote speaker later this year at Office Pride , a franchisor of commercial cleaning service companies. All of the franchisees will be attending their annual meeting to network and learn about the latest and greatest opportunities happening in their industry. My job is to talk to them about customer service. As part of my homework, Todd Hopkins, their CEO, shared the Office Pride Culture book.
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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.
Beyond Philosophy
FEBRUARY 8, 2019
Organizations do not have the luxury of focusing solely on operations these days. Over the past decade, retail as an industry has changed. To survive, retailers must put the customer at the center of everything they do. That said, not everyone believes it yet. <!–more–> Not so long ago, I was having a conversation in the C-Suite of a company about Customer Experience.
NICE inContact
FEBRUARY 4, 2019
It probably goes without saying that one major benefit of a cloud-based contact center is the access to continual, automatic upgrades and innovation as they happen. Unlike on-premises systems, where system updates or enhancements can translate into significant disruption to you operations, a cloud contact center enjoys the flexibility and seamlessness of updates—even larger scale ones—often without your agents even noticing.
GetFeedback
FEBRUARY 4, 2019
You’ve completed your live chat survey implementation and now you’re receiving valuable live chat survey data. You want to put.
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