Thu.Nov 19, 2020

2020 Holiday CX Trends


This holiday season is unlike anything we had ever imagined. COVID-19 has changed everything that signifies the holidays – the gatherings, the travel, and well, the shopping!

2020 62

3 Drivers of CX Success in 2021

Upstream Works

As the pandemic continues and businesses continue shifting focus to accommodate necessary changes, we’ve seen brand new drivers of customer experience (CX) success arise.

2021 78

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Trending Sources

Why Academic Writing Skills Are Useful for Managers

CSM Magazine

Writing is seen as such a Herculean task that it is often outsourced and that can be a great idea. If you look at the writing involved in a task and you realise that it is something that you cannot handle, it’s easy to get an essay writing service to deal with it for you.

2020 99

WATCH NOW: What Are the Best Voice of the Customer (VoC) Alerts? How Do You Use Them? | PeopleMetrics LIVE!


What Are the Best Voice of the Customer (VoC) Alerts? How Do You Use Them? What role do real-time alerts play in a Voice of Customer (VoC) program? What are the best types of alerts? How do you use them? In this edition of PeopleMetrics LIVE! ,

2020 62

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Testing in Production. Safely


There is nothing as scary as testing against a production system. The number of possible “what if” scenarios include everything from system crashes and software failures, to faulty reporting and annoyed agents.

2020 73

More Trending

Milk & More Carries on in a Crisis With Secure Automated IVR and Agent Assisted Payments From Encoded

CSM Magazine

Encoded, a leading Payment Service Provider and pioneer of innovative secure payment solutions for contact centres, has announced that Milk & More has successfully deployed its IVR and Agent Assisted Payment technology to boost time and cost efficiencies.

2020 56

Happy Team, Happy Customers with Adam Maino


Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Adam Maino from FinancialForce to uncover the secrets to transforming a world-class customer support team.

2020 52

How marketers can build a Voice of the Customer program


Providing great customer experiences is critical in today’s world. However, it requires real effort on the part of managers and team members. Typically, it’s the result of months or even years of experimentation, testing, and listening closely to the voice of the customer.

2020 56

What Do The Pioneers of Customer Experience See for the Future: And What Should You Do About It?

Beyond Philosophy

From time to time, I participate in speaking engagements and, in the time of COVID-19, virtual speaking engagements. I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone.

2020 78

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Mind the VoC gap: What customers think of you and what they’re actually hearing


We’re now much more attuned to seeking the “Voice of the Customer” (VoC) than we were back when our only method for receiving customer feedback was the impersonal and often inefficient contact center.

2020 54

COVID-19 pushes loyalty to the top of retailers’ festive wish list


The global COVID-19 pandemic has ushered in a ‘new normal’ for business and no less so in retail, where many operators are having to adapt their approach to November’s acclaimed Black Friday and December’s bumper festive season.

2020 52

Key Considerations for Customer Service in the Hospitality Industry

CSM Magazine

Like any customer facing industry, the world of hospitality is built on customer service. For those in ownership and management roles within the sector, understanding the importance of service to the customer experience is absolutely paramount.

Beyond CRM Contact Center Integration: Why Data Unification Is the Key to Customer Service Success


The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. But for many businesses, it is. API integrations are lines of code that connect two or more applications, like your CRM and your contact center.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.



Centurion, South Africa, 20 November 2020, Asky, The Pan African Airline retains the LoyaltyPlus solution to run their Frequent Flyer Program (FFP) Asky Club by moving to a direct commercial agreement with LoyaltyPlus to enhance the relationship.

Embrace the digital era by automating key business processes in the contact center


Call centers are often high-stress environments, especially when customer demands relate to urgent issues such as health or financial well-being. Automating processes and tasks is a key step to reducing stress and boosting productivity.

2 Ways to Purposefully Navigate Your Team Towards 2021

One Millimeter Mindset

How can you purposefully navigate your team through end of 2020 into first quarter 2021? And purposefully leverage your team’s story? Because 2020 continuously presents you with a never-ending set of choices. Obstacles to overcome.

2021 71

Recapping Week 4 of The Customer Service Revolution Conference

The DiJulius Group

It’s week 4 of The Customer Service Revolution Conference featuring another amazing roster of speakers including David Horsager, Tom Bilyeu, Tom Ryan, Dave Murray, and John DiJulius.

2020 52

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

4 Things Your Customers Shouldn’t Have to Wait for and Why They’re So Important

CSM Magazine

Good customer service requires quick and efficient attention to client needs. While customers may be happy to wait for certain results, there are some things you should never make them wait for.

2020 52

Bob Kobek Vlog 6: CX questions


In his latest Vlog, president Bob Kobek explains the type of CX questions you should be asking and the ones you should avoid. The post Bob Kobek Vlog 6: CX questions appeared first on CustomerCount.

2020 52

FoxMetrics For Social Media Analytics

Fox Metrics

Imagine engaging in social media marketing without measuring any of it. That’s like shooting at your mark without bothering to aim. Social Media analytics is fundamental to your marketing success. The insights generated acts as a guide that helps you improve performance and achieve your goals.

Good CX Principle #5: Every Customer Elite

Zeisler Consulting

We’re now up to the last of the Five Principles of CX (you can find an introduction to this series here , and parts one , two , three , and four at these links), Every Customer Elite. This may sound like the usual boilerplate feel-goodery that comes with CX leaders and writers all the time: Put the Customers first! Make every Customer experience perfect! Always and everywhere at every time and in every instance do whatever it takes to completely and totally amaze the Customer!

2020 40

Need to More Effectively Manage Your Call Center?

TASKE shares how you can rewind your real-time dashboard and watch agent and time activities in the past. Download the infographic here!

Modern Key Account Management Segmentation


. Customer relationships have moved far beyond the typical sales cycle, specifically within the B2B space. Instead of ushering clients into the traditional sales funnel, brands must now focus on bringi

2020 130

PlayStation5 Launch Sends UK Digital Customer Experience Back In Time

Forrester's Customer Insights

2020 leaves another sting in its tail for UK retailers today, among them Currys PC World, John Lewis, and (even Amazon had some trouble).

2020 30

A guide to supporting inclusion at 6 critical employee milestones


Many organizations are collecting data to understand where they are when it comes to diversity, equity, and inclusion. Here’s how to apply those insights to build inclusive workplace practices and support the employee experience.

5 Key Aspects of Cutting-Edge Contact Center Software and How to Choose the Right One

NICE inContact

There’s a lot to consider when making the software choice for your contact center. And this is why NICE inContact is especially grateful to be recognized by Frost & Sullivan as the recipient of the 2020 European Contact Center as a Service Competitive Strategy Innovation and Leadership Award.

B2B Pocket Playbook: End-to-End Guide to Sales Enablement

Sales enablement is the strategic process of providing sales teams with the content, guidance, and mentorship needed to engage targeted buyers. It’s all about equipping sales professionals with the tools they need to put their best-selling foot forward. And if sales teams want to continuously sell better -- and faster -- their sales enablement process must have a game-winning strategy. It's time for you to start selling smarter - and hitting your sales number - with the best B2B database in the market. Get started today.