Sat.May 08, 2021 - Fri.May 14, 2021

Customer Experience Management Defined: How is it Different From CX?

Experience Investigators

Customer experience exists whether you are intentional about it or not. After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery.

2021 56

The Best Customer Experience Needs the Best Agent Experience – Expert Commentary


Ten years ago, it wouldn’t have been uncommon to see people switch off merely at the sound of ‘customer experience’ in conversation.

2021 56

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The 3 Principles of Brand Loyalty After COVID-19 Rocked Our World


Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. But, of course, the pandemic changed everything about all our relationships.

2021 156

Best places for customer service certification & training


Learn why earning a customer service certification will benefit your business and find organizations offering training and certifications. Guides

2021 195

Top 5 Reasons to Move to the Cloud

Hybrid or 100% cloud? The choice is yours. With comprehensive security, unmatched scalability, cost certainty, and guaranteed reliability, a cloud-based contact center solution will serve your customers 24/7 without the operational headaches and cost issues of an on-premise solution. Download Enghouse's eBook today and learn the top reasons you should move to the cloud!

Happy Birthday, TechSee!


Getting up close and personal with the founders of Techsee, Eitan and Amir .

2021 109

More Trending

3 Ways Upstream Works for Amazon Connect Will Improve Your Contact Center

Upstream Works

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity – and it’s all optimized for enterprises.

2021 78

10 Selling Principles That Are the Foundation for Stronger Customer Relationships

Integrity Solutions

Just about everything in our world is changing, but there are still some fundamentals that remain constant. Now more than ever, the traits of a great salesperson come down to selling principles and behaviors rooted in ethics and integrity. What are the traits of a great salesperson in 2021?

2021 77

Exceptional? Sales? ?People? ?Deserve? ?to? ?Sell? ?Outstanding? ?Products


Here at TechSee, we are incredibly proud of what we’ve created and what it has to offer. In the span of only six years, we’ve established ourselves as the market leader in visual assistance, selling to more than 100 Tier-1 leading enterprises worldwide.

2021 109

Uncover and Action Comprehensive Insights with Flexibility


Voice of the customer (VoC) and customer experience (CX) initiatives are becoming more important every day.

2021 130

Plugging Your Community Into the Customer Lifecycle

Speaker: Nichole Devolites, Customer Experience Expert, SecureAuth

Customer experience professionals understand the importance of both creating and maintaining easily available programs that improve CX. Nichole Devolites is joining us for a webinar on July 27th at 12 pm EDT to discuss how CX professionals can integrate and connect their communities with the customer lifecycle. Register today!

Amazing Business Radio: Ron Karr


Applying the Velocity Mindset in Customer Service. How Empathy Accelerates Great Customer Experience. Shep Hyken interviews Ron Karr, CEO of Karr Associates, Inc. and author of The Velocity Mindset. They discuss the impact of empathy in delivering customer-focused service. . Top Takeaways: .

2021 85

How Support Teams Can Improve Customer Retention

Help Scout

Great customer service delivers real business value. That’s a foundational belief at Help Scout, as outlined in our support-driven growth articles. Even so, it can be difficult for empathetic customer service staff to think about customers in terms of business revenue.

2021 62

Follow the Chain of CX Value to Drive Impact

Heart of the Customer

Done right, CX is a business discipline where organizations thrive by investing in an improved customer experience. That notion is largely accepted, even though it’s not always practiced. The challenge there is knowing where to invest.

2021 88

The Massive Gap Between Customer Expectations and Organizations’ Ability Post-Pandemic

Beyond Philosophy

Only half of the organizations around the world feel prepared to support customer engagement post-COVID. When I read that headline from Verint, an organization specializing in the Voice of Customer, it struck a chord with me—a minor one with lots of extra dissonance.

2021 85

5 Reasons to Consider Managed Services for Cloud Contact Centers

Learn how cloud-based solutions and a managed services approach can reduce costs. Give your contact center the flexibility and scalability it needs to meet ever-changing demands!

5 Top Customer Service Articles of the Week 5-10-2021


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

2021 73

How It Feels to Have to Carry Out a Mask Policy

Myra Golden Media

Q “I work in public transportation, and we still have strict mask requirements. I’ve had customers snatch the complimentary mask out of my hand and throw it on the floor. A woman flipped me off and said something profane. Many customers don’t acknowledge me when I politely tell them to wear a mask.

2021 73

Optimize Stakeholder Engagement and Management With These Key Strategies


Stakeholder engagement and management is critical for customer retention. Here’s how to plan an effective stakeholder management strategy and track your performance. How Do You Optimize Stakeholder Engagement?

2021 68

Top Three Characteristics of a Connected Enterprise

CSM Magazine

What does it mean to be a Connected Enterprise and does it really matter? Ross Daniels at Calabrio believes it’s a great aspiration for all modern organisations and presents a unique opportunity to elevate the status of the contact centre.

2021 60

The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.

Guest Post: 5 Rules for a Great Customer Experience


This week we feature an article by Ashwini Dave, a digital marketing expert at Acquire , a conversational customer experience software platform. She shares five rules that businesses should follow to create a great customer experience.

2021 62

Why 72% of Companies are Tired of Old School Call Center Philippines?

Magellan Solutions

Amidst the pandemic, entrepreneurs are looking to ditch their traditional call center partner. The pandemic has affected each and every business in the world.

CX leaders share tried & tested ways to secure customer experience investment


Engagement Tried and tested ways to justify CX investment

2021 87

Cha Ching! How Support and Success Join Forces to Drive Revenue


“You’re not paying close enough attention to your customers.”. That’s how TeamSupport CEO Pete Khanna and ProfitSword VP of Sales and Marketing Paul Bennie began their speaking session at the recent TSIA Interact annual conference. This blog provides the highlights from their talk.

2021 64

4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data. Read on to learn the four AI hacks sales teams need to improve their performance. Download the eBook today!

What’s Normal for Us Can Be Amazing to Others


During my live presentations, there is a part of my speech where I talk about Moments of Magic. These are positive experiences we create for our customers, including our internal customers, also known as our fellow employees. (If If you’ve been following my work, you already knew that.).

2021 87

Ten guiding principles for a better customer experience


Many businesses are working to foster a better experience for their customers. With customer experience being a new area of focus for many, we have found that businesses are ramping into the field very quickly and are sometimes missing some key base principles in the process.

2021 63

The customer journey is changing. Is your marketing team adapting?


The sheer number of digital touchpoints that are now available to consumers today means there’s no sure-fire way to know precisely how people discover your products — or what they’ll do next. A customer can discover your business through review sites, social media, or search engines.

2021 63

How Good A Liar Are You Really? Does Lying Affect Your Customer Experience?

Beyond Philosophy

This podcast is sponsored by Verint. Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise.

2021 90

Leadership Panel: Lessons Learnt from a Global Support Community

Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums

Are you struggling to support your global community? Or, are you not even sure where you should start. Establishing a global support community comes with many many questions. How do you encourage your customers to help others? What are the key metrics to measure? What are the biggest challenges? Our super panel consists of community leaders from around the world, each of whom, have experienced and overcome the challenges of a global support community. They are ready to share the trials and triumphs, and everything in between, on the road to a successful community.