Blueshift
FEBRUARY 6, 2020
The twenty-teens were all about collecting data — from CRMs to CDPs countless companies invested in the gathering of data and effective organization solutions. The collection and organization of data are incredibly important, but it isn’t the complete answer to the big question of the 21st century – how can we do more with first-party […].
Interactions
FEBRUARY 6, 2020
What is the Peak-End Rule? Barbara Frederickson and Danie Kahneman conducted a research based study in 1993 that proved that the human memory is, in fact, imperfect. They discovered that humans don’t actually recall events in their entirety, but rather the snapshots of the most intense moments become a memory. They discovered this by submerging participants hands in freezing water for 60 seconds.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Experience Investigators by 360Connext
FEBRUARY 3, 2020
Learning Makes You Happier — Science Shows it. Have you ever experienced a “conference high?” . Not, I’m not talking about what happens when you skip out on the afternoon session because you got a whiff of something “totally legal in this state.” I’m talking about the feeling you get when a great speaker is on the stage and you realize… “I’m actually learning something here.” Feels good, doesn’t it?
NICE inContact
FEBRUARY 5, 2020
To workforce management outsiders, forecasting in a traditional contact center has always been a bit confounding. Erlang C, Box-Jenkins ARMIA, exponential smoothing – oh my! And that was just when we only had basic interaction channels like voice, email, and chat! But as consumer options and expectations for communication have evolved, contact center complexity has increased.
Advertisement
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.
InMoment XI
FEBRUARY 4, 2020
Swaying The “Swing” States In 2016, the United States held its last Presidential Election. It was a hotly contested election and lines were drawn between “Red” and “Blue” States, and then there were the “Swing” states. I happened to be working in the MaritzCX office in Toledo, Ohio in October of that year. As I. View Article.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Steve DiGioia
FEBRUARY 3, 2020
Bigfoot. The elusive missing link between humans and apes. But what does he have to do with customer service? Well, plenty. There are many similarities between the creature and the service many of us dish-out to our customers. That’s why I call it, Bigfoot customer service. Let’s get into it. Rumors. There have been rumors of Bigfoot since the story first appeared in the Humboldt Times in 1958.
ShepHyken
FEBRUARY 7, 2020
This week we feature an article by Riley Panko, a Senior Content Developer & Marketer at Clutch. She emphasizes the need for human interaction over the phone in a world of automated response systems. In the age of chatbots, contact forms, and phone menus, consumers still seek human interaction when communicating with a business and will grow frustrated if that interaction is delayed or not allowed.
ReviewTrackers
FEBRUARY 6, 2020
It has become common over the past years for consumers to search for a specific local business online before making a purchase decision. And when they search online, they always check out online reviews and other types of consumer-generated information. This all happens before the customer enters the buyer’s journey. According to Yelp, 85 percent of consumers use search engines to look for local businesses.
Kristina Evey
FEBRUARY 6, 2020
I just read a New York Times article that just has me seething. US Bank fired a customer for doing … Read More U.S. Bank Fires Employee for Helping Customer on Christmas Eve. The post U.S. Bank Fires Employee for Helping Customer on Christmas Eve appeared first on Kristina Evey.
Advertisement
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.
Inbenta
FEBRUARY 6, 2020
Self-service and customer relations: provide autonomy to your customers. According to a Zendesk study, the main reasons for customer dissatisfaction are the multiplication of online contributors (57%) and a resolution time that is too long for 46% of respondents. A customer who fails to find an immediate solution to his problem will put an end to his journey and can even end up doing business with your competitors.
TechSee
FEBRUARY 3, 2020
Contact center attrition rates are notoriously high. According to research conducted by The Quality Assurance & Training Connection (QATC), the average annual turnover rate for agents in US contact centers ranges between 30 and 45 percent, which is more than double the average for all occupations. This results not only in high costs for recruiting and training new agents – $7,500 per employee – but also the loss of knowledge when experienced staff leave.
NICE inContact
FEBRUARY 4, 2020
Everyone in the contact center wants to deliver a great customer experience. Unfortunately, after many years of industry focus, it is not being achieved uniformly. Many centers deliver sub-optimal results and struggle with their Customer Experience (CX) initiatives.
Totango
FEBRUARY 6, 2020
The rise of the recurring revenue business model has placed the customer in control of their business partnerships. Customer value is now achieved over repeated cycles of renewal, and the customer can walk away whenever they see fit. Now more than ever, SaaS organizations have to work hard to help their customers succeed and keep them satisfied. By paying attention to a few key customer success factors designed to help you thrive in today’s digital conditions, you can shape your entire enterpris
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.
CSM Magazine
FEBRUARY 7, 2020
Banks, credit unions, and direct lenders work in a very competitive market. They also deal with one of the most sensitive and vital aspects of peoples’ lives: money. Or the lack thereof. In this context, customer service is crucial to attract and retain clients and do good business. Improving customer service for lending businesses is vital. Why Is Customer Care Crucial for Lending Businesses?
CX Accelerator
FEBRUARY 2, 2020
By Jeremy Watkin My nieces and nephews have recently either entered college or are actively applying to universities, and I was struck with a thought. If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). What major should I choose?”. While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not?
GetFeedback
FEBRUARY 1, 2020
Use our interactive calculator to measure your Customer Satisfaction Score (CSAT) and its impact on ROI.
QuestionPro Audience
FEBRUARY 4, 2020
What is a consumer panel? A consumer panel is defined as a representative group of people, selected by an organization or business to provide opinions and inputs for consumer research. The panelists provide feedback relating to product & services testing, ad testing, taste testing, and other areas. These recruited groups are like specialized panels that take part in various research projects sponsored by the researching organization.
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.
Experience Matters
FEBRUARY 6, 2020
This post identifies four ways that Experience Management (XM) insights can be used to better serve all of the human beings that an organization interacts with. The post The Four P’s of XM Insights appeared first on Experience Matters.
CloudCherry
FEBRUARY 6, 2020
Let’s get personal. About the comeback of a more personalized approach in CX, that is. It’s no secret- or at least it shouldn’t be- that this is becoming more and more essential in the space. And, in my maiden voyage as Host on the podcast (first one truly sans training wheels), I was personally (had to) VERY grateful to have on board with me a practices-what-she-preaches expert on the subject.
GetFeedback
FEBRUARY 5, 2020
In this webinar you'll learn how to create a customer journey map, what business objectives it helps achieve, and the differences between B2B and B2C journey mapping.
InMoment XI
FEBRUARY 6, 2020
Preparing Your Employees For Success My daughter is getting ready to start her first job. She is fifteen and will be working in a sporting goods store. Overall, it is a good first job. She is sporty and knows the lingo, she’s hungry to start making her own money, and the store is owned by. View Article.
Advertisement
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.
QuestionPro Audience
FEBRUARY 2, 2020
What does it mean to ‘buy survey responses’? To buy survey responses means the same as purchasing a sample. Every day, businesses conduct market research with different business motives in mind. They strive to equip themselves with the business data needed to make decisions. Ever wonder how they manage to collect this data, within a short span?
CloudCherry
FEBRUARY 6, 2020
Collaboration. Communication. Cohesion…. All those lovely (and essential) ‘ions’ are at the heart of this week’s ‘Sweets of CX’ Episode. Thank goodness I was joined by a true expert on Collaborating for Success. After all, he wrote the book. (No really, that’s the title of one of his books.) – Bob Roark is an Executive Solution Strategist for Cherwell , top 12 Finalist in CloudCherry’s 2019-2020 CX Championship, best-selling author and speaker, and our esteemed guest this week.
GetFeedback
FEBRUARY 7, 2020
The focus on customer experience isn’t going anywhere. In fact, we’d argue that superb customer experience is no longer just a “nice to have”; it’s a necessity for any business that wants to flourish in the coming years. . Twenty years ago, companies got measured against their competitors. If you sold financial software, your product would get compared to your competitors’ products and that was the end of it.
CX Accelerator
FEBRUARY 2, 2020
By Jeremy Watkin My nieces and nephews have recently either entered college or are actively applying to universities, and I was struck with a thought. If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). What major should I choose?”. While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not?
Advertisement
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Experience Matters
FEBRUARY 4, 2020
Note from Bruce Temkin: This is the first (of many) posts that will be written by thought leaders besides me. I’m thrilled to have Ben Granger join our Qualtrics XM Institute team and contribute to this blog. Today, I am excited to announce that I have officially joined the Qualtrics XM Institute! I am joining a fantastic team of XM researchers and visionaries.
Beyond Philosophy
FEBRUARY 6, 2020
How you present information often influences your audience to perceive it differently. In marketing, sometimes how you present the facts takes advantage of the information in a way that shouldn’t matter when you think about it rationally. Nonetheless, it does, and done right can yield positive customer-driven growth. We discussed Framing Effects in a recent podcast.
GetFeedback
FEBRUARY 7, 2020
How to use customer loyalty metrics (NPS, CSAT, CES) to drive the best survey program and boost revenue for your company.
Expert insights. Personalized for you.
87 
Let's personalize your content