Currency Alliance
JULY 24, 2018
Getting a passenger from A to B. Giving them somewhere to sleep. It seems so simple. But with so much riding on travel for your customer – the cost of bookings, the early-morning starts, the importance or the fun of their trip – it’s a sector primed like no other to stoke their rage when things go wrong. This was exemplified beautifully by Canadian folk musician Dave Carroll.
Heart of the Customer
JULY 25, 2018
Customers will never love a company until the employees love it first. – Simon Simek This quote reflects one of the biggest disconnects in customer experience – focusing only on the customer experience. It makes sense. Heck, that’s our name! Why wouldn’t we? But focusing only on the customer without regard to the employee experience […].
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Retently
JULY 25, 2018
Companies that provide poor customer service can lose up to $75 billion – all because their clients don’t get the satisfaction and experience they want, which is usually because no company department is assigned to manage this business aspect. Don’t worry, though – while customer experience management (CEM) can seem complex and tough to understand, we’ve got you covered with valuable insights from the experts themselves.
TechSee
JULY 24, 2018
Developing a customer centric culture in a large enterprise goes beyond addressing a customer by name in an automated email, or segmenting by interest; it is a holistic approach designed to focus on the consumer’s authentic needs. This approach enables the enterprise to engage him in a personal way, ensuring that his needs are met at every stage of the customer journey.
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.
GetFeedback
JULY 24, 2018
Today, customers can interact with companies in more ways than ever, across unique channels, devices, and time zones. A customer might see a company’s ad, visit their website, browse their products, read customer reviews, and go on their way—all without speaking to a single human. While technology and automation have unquestionably improved our lives, they’ve also made the modern customer experience much noisier.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
C3Centricity
JULY 26, 2018
Every winter, the media is full of stories of record snowfalls somewhere in the world, whether in the US, Europe or in the Far East. Despite all the sophisticated technologies at our disposition, we just never seem to be prepared. So what are the success factors of readiness? Remember winter storm Juno in the USA in 2015? It dropped a couple of feet of snow on the Eastern coastline of North America.
GetFeedback
JULY 23, 2018
This is a guest post by Tom O’Brien, Director of Digital Marketing at TimeTrade. Retail is changing in 2018. What’s key? Creating an amazing customer experience through omni-channel customer journeys that engage your prospects where they are and help shuttle them through your sales funnel. In this post, we’ll explain how to create an omni-channel customer journey map for your retail business—and how you can use it to improve your customer experience.
Experience Matters
JULY 25, 2018
We’re always looking for ways to share interesting data and concepts, so we regularly publish parts of our content in infographics. In case you’ve missed any of them, here’s a collage of the infographics that we’ve already published this year. Here are the individual infographics: Six Laws of Customer Experience Mastering Customer Experience Metrics Building A Strong Voice of The Customer Program Online Training For a Customer-Centric Organization Humanize Customer Experi
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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.
QuestionPro Audience
JULY 27, 2018
Hear that? That’s the sound of moms across the country rejoicing and children crying. And that means it’s almost time for kiddos to head back to school after summer vacation. But heading back to school isn’t as easy as waving goodbye as the kids board the school bus. Supplies, clothing, electronics…there is a lot of money that will be spent before September.
CloudCherry
JULY 25, 2018
What better way is there to learn about delivering an amazing customer experience than examining how the best in the business do it? The MIT Technology Review: Getting To Iconic report is based on surveys conducted with over 550 business executives at global firms—including retail, IT, logistics, healthcare, IT, and more— in over 30 countries between May and July 2017.
Customer Bliss
JULY 24, 2018
It’s no secret – caring is a fundamental human need that triggers positive feelings. And a recent study reveals that patterns in human brain activity associated with empathy and caring are also associated with value and reward. Caring was found to inspire helpful behaviors, which seems logical — and foundational. The “Golden Rule” idea actually underscores our entire human experience.
Experience Matters
JULY 23, 2018
We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2018. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: To understand how companies are engaging their employees, we surveyed 178 large companies and compared their responses with similar studies we’ve conducted in previous years.
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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.
QuestionPro Audience
JULY 26, 2018
Creativity is indispensable to branding and any marketing strategy in general. It was Albert Einstein who famously said, “Imagination is more important than knowledge.”. The problem is when creative departments overlook “knowledge” in their initiatives. In reality, data-driven creativity bolsters customer activation, whether it’s a radio ad or an email campaign.
InMoment XI
JULY 27, 2018
“Social media is all I need to understand my customers. We don’t need our CX programme anymore.” So said the senior manager in charge of CX at an unnamed global organization. With respect, I’m not so sure. I want to continue our discussion about the concerns and limitations surrounding this position. Based on the response. View Article.
AskNicely
JULY 26, 2018
Customer experience is one of the hottest trends in 2018 and NPS (Net Promoter Score) is a great way to measure CX. By now you’re either on the bandwagon or you’re lagging behind your competition. But if all you’re doing is sending out yearly surveys to your customer list, you’re missing out. Here are four ways to get more out of your NPS survey: 1.
GetFeedback
JULY 25, 2018
By delivering one consistent support experience across support channels, companies can differentiate and succeed. Learn why omnichannel support is the way.
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.
ijgolding
JULY 24, 2018
Machine learning has in?ltrated our daily lives in a myriad of ways. Often, these machine learning predictions happen in the background and we rarely notice them. But what about at your place of employment? Has machine learning made you better at your job? Has it helped you better understand your customers? Has a newly installed algorithm allowed you to deliver a better product or service?
InMoment XI
JULY 24, 2018
Celebrate Good Times, Come on! It feels good to celebrate. It means that something was accomplished, or that there’s something worthy of being recognized. Whether it be a birthday, an anniversary, or new promotion, communicating achievements makes people feel important. But what about the world of CX? Is it possible that celebrations can produce measurable.
Beyond Philosophy
JULY 26, 2018
Have you been to the Congo? If not, can you describe the weather? How about the vegetation? Now tell me why you thought that? Did you see a movie or read a book about the Congo? Did you travel to a nearby country and guess that the Congo was probably a similar experience? Did you or someone you know someone who went to the Congo? Now, to be clear, there isn’t a wrong answer here.
GetFeedback
JULY 25, 2018
Looking at customer experience (CX) and churn in the SaaS environment from a high level, there’s one theme that stands out from the mix: The fact that we live in what’s called a “switching economy.”. The term, coined by economists, describes a current trend impacting switching brands because of dissatisfaction with their experience. It can be a major driver of customer churn—and it’s already creating an incredible economic deficit in the US.
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.
ijgolding
JULY 24, 2018
‘Culture by design’, a white paper by Pelorus Jack and prominent academics from Cranfield School of Management , explores how to connect organisations with their customers to create a consistent, world-class customer experience that leads to sustained commercial success. They draw on years of proven operational expertise and the know-how of The Walt Disney Company, whose transferable methodology, established over 60 years ago, forms the heart of its global success.
Kristina Evey
JULY 24, 2018
Shownotes… Unless we understand empathy, it’s expression will always seem as “a mask” and not genuine. Lifeless, automated, and robotic responses kill the Customer Experience. Empathy drives connection in relationships. Empathy is the art of understanding and acknowledging a customer’s feelings and needs before trying to find a solution that meets them.
IntouchInsight
JULY 23, 2018
Learn about how one of our top customers is always improving customer experience at their locations with mystery shopping and customer satisfaction surveys.
GetFeedback
JULY 23, 2018
Learn how to engage your prospects and improve your customer experience through an omni-channel customer journey map.
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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.
Steve DiGioia
JULY 23, 2018
…talk about a poor customer experience! This original article was written by Steve DiGioia. The Wall Street Journal, in business since July 8, 1889, when their first issue was published, is the leader in a long line of online newspapers that have added a new word to our vocabulary; “paywall”. A paywall is a “method of restricting access to online content via a paid subscription as a way to increase revenue after years of decline in paid print readership and advertising revenue”, as cited by Wiki
Kristina Evey
JULY 23, 2018
Episode 010 – The Last Impression of CX Counts More Than You Realize – Shownotes… You never get a second chance to make a first impression. The last impression needs as much focus as every other point in the customer journey. The last impression of their last interaction stays with them until the next time they contact you or someone from your company works with them.
Customer Bliss
JULY 26, 2018
We know how difficult it can be to unite silos within your own organization; now imagine you had to unite silos across 17 different state agencies! That’s right, when your customers are the employees within a group of government agency partners, you’ve got a lot of work cut out for you. Today, we’ll hear from William Chumley , the Chief Customer Officer for the Governor’s Office of Information Technology for the state of Colorado.
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