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20 CX Commitments for 2020

Experience Investigators by 360Connext

2020 – a year of vision ! 20 Customer Experience Commitments for 2020. Happy 2020! The post 20 CX Commitments for 2020 appeared first on Experience Investigators. I’m weirdly excited about this year. See what I did there?). This time of year is all about the BIG plans. I have total faith in you. You got this.

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The Top Alida Innovations of 2020


At the beginning of 2020, Vision Critical made the strategic decision, guided by new leadership , to continue to help brands deeply understand their customers AND make it easier for them to manage the end-to-end customer experience. As part of this vision, our new brand, Alida , was unveiled to the world in September.

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Customer Service Trends 2020


To help you plan, we’ve highlighted nine of the biggest customer service trends for 2020. In 2020, automation, Artificial Intelligence (AI) and Machine Learning are expected to have an even greater impact on contact center operations. Some estimates suggest that half of all online searches will be voice-based in 2020.

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Customer Experience Lessons from 2020: Experts Chime In

Experience Investigators by 360Connext

I asked a few customer experience leaders to share their lessons on what 2020 can teach us. CX Lessons from 2020: Coalition, Resilience, & Collaboration. 2020 certainly provided plenty of opportunities for cross-functional support. Resilience: For me, 2020 was the year of resilience for our CX program.

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5 Essential Pieces of a Prospecting Solution

Is your team focused on building a reliable tech stack for 2020? Forward thinking sales leaders are starting to prioritize technology initiatives. As organizations chase new revenue targets, B2B sales leaders must examine cutting edge prospecting solutions that proactively help reps identify, connect with, and close qualified buyers faster.

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Best Customer & Employee Experience Design Books 2020 2021 List


Best Customer experience and Employee Experience experience Design Books of 2020 2021 List. The post Best Customer & Employee Experience Design Books 2020 2021 List appeared first on Eglobalis.

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Three Thanksgiving Gratitude 2020 Paradigm Shifts

One Millimeter Mindset

In 2019, I never imagined I’d be creating a 2020 Thanksgiving Gratitude blog post during a global pandemic. Because the reality of 2020 is that all of us are wrestling with two sentiments: what we are grateful for in addition to a profound sense of loss. As I reflect, I offer three thanksgiving gratitude 2020 paradigm shifts for you.

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2021 Community Predictions

2020 was a year unlike any we've seen in our lifetimes. Will these unprecedented times expedite the rise of branded communities? What can organizations do to ensure their business remains relevant? This year's Community Predictions has all the answers!

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The Customer Continuum - Making Customer Journeys That Think Like We Do

Speaker: Jared Johnson, Director of Product Strategy, Kin + Carta

Thursday August 13, 2020 11AM PDT, 2PM EST, 6PM GMT. How to factor new societal changes and customer behaviors into new continuum design. What is an omni-channel experience and how does it set the standard for CX.

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Using Customer Reviews, Advocacy, and Referrals in Your Journey Map

Speaker: Jeremy Boudinet, Marketing Manager, Nextiva

Wednesday July 29th, 2020 11AM PST, 2PM EST, 6PM GMT. How to build and leverage authentic relationships with your customers. The types of benefits your customers can give you - reviews, referrals, references, and how to activate them.

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Drive Employee and Customer Satisfaction with SLAs

Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting

Wednesday September 23, 2020 11AM PDT, 2PM EST, 6PM GMT The keys to making a solid business case for SLAs and empowerment. The four steps for implementing SLAs. A checklist for the seven components of a successful empowerment program.

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The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Wednesday, July 15 2020 11 AM PST, 2PM EST, 6PM GMT Inspire personal accountability in the workplace. Build “walk-through-fire” customer AND employee loyalty. Scale your customer success program without losing that personal touch.

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Everyone Is Accountable and Responsible for a Great Customer Experience!

Speaker: Bryan Horn, Founder, CS Solutions

Thursday, August 27 2020 11AM PST, 2PM EST, 6PM GMT Examples of both HORRIBLE and FANTASTIC customer interactions. Why employee empowerment is a proven ROI and will create lasting customers of your brand. The humanity of customer experience.

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The 2020 Community Trends Webinar Series

Speaker: Vanilla Forums

This is your chance to stay ahead of the trends for 2020, and hear from five of Vanilla Forums' community experts as they respond to your most pressing questions from the newly released 2020 Community Predictions ebook! Rise of the Branded Community Over Social Media. Who: Sophie Bujold, Founder, Cliqueworthy.

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8 Contact Center Trends to Watch in 2020

What does 2020 look like for this industry? Over the last decade, many of the trend predictions for contact centers have revolved around AI, omnichannel technology, digital transformation, a growing focus on employee experience, and the evolution of analytics.