Customer Experience





The Employee Experience Movement

Why CX and EX are not independent of each other.

Operations Strategy Customer Experience People


The Hidden Role of Telecom

Modern telecom platforms and services are critical to supplying an excellent CX.

Operations Strategy Customer Experience Technology






How the New Normal Impacts Retail

Contact center customer service issues, best practices, and trends

Operations Strategy Customer Experience People Turnover Technology Self-Service


Setting Up Your Reps for Success

How to manage increasingly complex retail customer service.

Operations Strategy Customer Experience People


It All Starts with the Why!

Third in a Three-Part Series on Adaptability and Adaptive Leadership.

Operations Strategy Customer Experience People Development




Contact Center Forecast: Increased Cloudiness?

Contact center applications continue to be sourced from the cloud and here’s why.

Operations Strategy Customer Experience Technology Vendor Roundtable


Disruptive Disruptors Disrupting

Leveraging artificial intelligence (AI) to solve today’s customer and employee experience challenges.

Operations Strategy Customer Experience People Technology Omnichannel Workforce Optimization Artificial Intelligence Remote Work Technology



How to Manage Multiple Evolving Channels

Effective technology application, agent recruitment and training are critical to help customers conduct complex interactions.

Operations Strategy Customer Experience People Hiring Development Technology Omnichannel





Contacting for Customers

Well-planned (and compliant) outbound customer contact is becoming critical to support an excellent CX.

Operations Strategy Customer Experience People Technology Remote Work Operations Vendor Roundtable


Filling the Knowledge Gap

How organizations should respond when the knowledge to help customers becomes more complex.

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Changing the Business Experience

Automation, digitization, WFH, and rising expectations are reshaping the business customer experience.

Operations Strategy Customer Experience People Development Technology Artificial Intelligence Remote Work Technology


Helping Agents Helping Customers

How AI-enabled virtual agent assistant solutions can improve the agent experience with customers.

Strategy Customer Experience People Technology Artificial Intelligence


Strengthening the B2B CX

B2B companies face changes in their customer experiences. Q&A with Dennis Reno, Cyara.

Operations Strategy Customer Experience People Technology Remote Work Strategy


The Risks, Consequences, and Solutions to Attrition

Looking after agents’ mental health and well-being needs to be top of the contact center management agenda.

Strategy Customer Experience People Turnover


Adjusting Strategies in the New Normal

Customer empowerment and workforce shortages are prompting changes in CRM software use.

Strategy Customer Experience People Technology Artificial Intelligence


Connecting the Machine and Human

Why taking a hybrid knowledge and a framework approach to customer service works.

Operations Strategy Customer Experience People Technology Artificial Intelligence



The Fine Art of Contact Center Management

The five factors of Caller Tolerance. (Part 2 of 2)

Operations Strategy Customer Experience


SPECIAL REPORT: Biden Administration Acts to Improve the U.S. Government CX

President Biden signed an executive order committing to customer experience (CX) improvements with 17 federal agencies.

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Filling The Performance Gaps

Coaching, training, empowerment, and AI-driven solutions can help retain staff and improve the contact center.

Strategy Customer Experience People Development Technology Artificial Intelligence Remote Work Strategy



Treat Technology Partnerships Like a Marriage!

Shared goals and culture, and the willingness to work out the details, make marriages (and business partnerships) successful.

Strategy Customer Experience


The Future of Contact Centers?

People are at the heart of contact centers, so what will the workforce be like, post-pandemic?

Operations Strategy Customer Experience


Making Delight Intentional

Providing customer delight through the contact center can pay off in multiple ways for organizations.

Operations Strategy Customer Experience


Is the Picture Bright for Video?

Video is widely used for internal communications, but will it grow for customer contact?

Operations Collaboration Strategy Customer Experience Technology Remote Work Technology




Will Video “Kill” the Call Center Agent?

Video promises to enhance collaboration but risks appearance, possible discrimination issues.

Operations Collaboration Strategy Customer Experience Technology Remote Work Technology


An Executive Interview With OpenText's Alex Martinez

Executive Interview with Alex Martinez, OpenText’s Senior Product Marketing Manager

Strategy Customer Experience Technology White Papers


Culture Shift: Contact Center Management in the Age of Experience

How to move from cost- and task-based to value- and
experienced-based operations.

Operations Strategy Customer Experience


What’s in Store for Holiday Retail CX?

Improved customer digital and agent experiences could make this season brighter.

Operations Strategy Customer Experience Remote Work Strategy


Hanging on the Telephone

Many contact centers are exploring methods of migrating customers to other channels.

Strategy Customer Experience Technology


Providing, and Assuring, the Total Experience

Testing is key to enabling a cloud-based TX strategy.

Operations Strategy Customer Experience


Growing Customers During Disasters

How a strategic partnership helped a credit union provide excellent CX during multiple calamities

Strategy Customer Experience Remote Work Operations


The Power of Process to Shape Customer Experience Excellence and Fuel Efficiency

Customer experience excellence is a great marketplace differentiator. But it is only sustainable when supported by all elements within the enterprise.

Strategy Vision - Mission - Values Customer Experience Visibility


Delivering a Consistent and Human Customer Care Experience

Today's contact center is the meeting point for brands and consumers to come together and build foundational relationships for trust and loyalty.

Strategy Customer Experience


How Contact Center Insights Can Improve Enterprise Operations

Departments need to cooperate and share the wealth to succeed in this brave new world.

Strategy Customer Experience


Boosting Business Prospects with the Physical Multichannel

Rather than removing all physical presence, technology and digital software need to be integrated into in-store offerings to reduce the pain points of either channel.

Strategy Customer Experience


Understanding the Four Stages of Customer Engagement

It is vital to optimize each stage with the appropriate strategy in mind, and have the proper tools in place to provide the desired experience at the right time.

Strategy Customer Experience


The Secret to Unlocking Service Excellence Is Data

In today’s data-soaked world, service leaders need to become knowledgeable about data quality management and how it affects the outcome of your service operations.

Strategy Customer Experience


Changes in Customer Experience: What Does 2021 Hold?

Don’t let technology and automation stand in the way of personalized interaction and experience.

Strategy Customer Experience


Wall of Fame: Janet LeBlanc

In recognition and appreciation to Janet LeBlanc, President, Janet LeBlanc + Associates, our December 2020 Wall of Fame Author.

Strategy Customer Experience Wall of Fame


Healthcare Access Centers… Past, Present and Future

You must create a learner-based culture of strong and smart business people that are treated and provisioned in a way that optimizes, not minimizes, their talent.

Strategy Customer Experience Remote Work Strategy


Reducing Customer Service Friction

Removing friction from service delivery doesn’t mean making it so that customers never see the human side of your brand.

Strategy Customer Experience Service Delivery Remote Work Strategy


Seven Ideas to Deliver a Great Customer Experience During a Recession

Agents need MORE, not less, training during a recession because there are greater demands on their skills.

Strategy Customer Experience Culture Service Delivery


Agile CX 201—Practical Applications

I believe the industry is poised to enter a new phase of productivity.

Strategy Customer Experience Industry Research COVID-19 Remote Work Strategy


Inside View: Sweetwater

We try to be superior at what we do. We want to offer the absolute best we can to the customer. We’re not driven by one quick sale; we’re driven by always doing the right thing.

Strategy Customer Experience Culture


Caring for Customers During a Pandemic

There is a huge amount of mutual empathy being shared around the current situation, often initiated by the agents.

Strategy Customer Experience COVID-19 Customer Retention Remote Work Strategy


How to Write a Five-Star Response to a One-Star Rating or Poor Review

When you get a one-star rating on any retail site or review platform, the customer isn’t just talking ABOUT you. Customers who give you poor ratings and reviews are, in fact, talking right...

Strategy Customer Experience


Helping Organizations Adapt and Respond to the COVID-19 Pandemic

How you respond to your customers in the coming weeks will likely have a tremendous impact on the future of your brand.

Strategy Customer Experience Service Delivery White Papers COVID-19 Vendor Services Remote Work Strategy


The Emotion Connection

Emotion is ‘a complex reaction pattern, involving experiential, behavioral and physiological elements.’

Strategy Customer Experience COVID-19 Customer Retention


Results-Focused Leadership—the Catalyst for CX Transformation

A results-focused CX leader knows the way forward should be mapped out in advance. Goals and roles should be clear. The performance framework should be systematic and measurable.

Strategy Customer Experience


Inside View: Annette Franz, CCXP

Service is what happens when the experience breaks down.

Strategy Customer Experience


7 Steps to Superior CX

Enable easy and near-real-time course corrections, and be more sympathetic to changes in customer behaviors.

Strategy Customer Experience COVID-19 Customer Retention


Metrics Roundup

There is no single magic metric that will offer a clear indicator of your center’s performance or guide your operation to a successful outcome.

Strategy Customer Experience


What Seven Years in Prison Taught Me About Managing and Respecting the Customer Experience

When all your personal rights have been stripped away, it’s a wakeup call.

Strategy Customer Experience


7 Steps to Superior CX

Remember, CX is not a one-and-done process. It’s an evolution. No one gets it perfect the first time.

Strategy Customer Experience White Papers


Contact Center Executive Outlook on 2020 and Beyond

Between disruptive technologies and rising customer expectations, every day is a new horizon

Strategy Customer Experience


Customer Experience… Mystery, Myth, Mission or Magic?

The fact that the customer experience is difficult to define and explain gives it an unfortunate kind of mystery.

Strategy Customer Experience


Who Owns the Customer Experience?

The cross-functional nature of CX means that projects often rely on more than one group or department to be successful.

Strategy Customer Experience


How Embracing Digital Customer Service Can Create Brand Advocates

Digital-first customer service doesn’t mean ‘digital only,’ or that the first channel the customer uses will be the most effective at solving his or her issue.

Operations Service Delivery Strategy Customer Experience Service Delivery Technology Omnichannel


Q&A with the Customer Service Summit’s Jasmine Kees

We are driving forward a movement to recognize the value that customer service teams bring to a business as more than ‘just a cost-center.

Strategy Customer Experience White Papers


Customer-Centricity: Bridging the Gap Between Expectations and Experience

When it comes to the customer experience, data doesn’t tell the whole story. Customer behavior is primarily driven by emotion and how the experience makes them feel.

Strategy Customer Experience Customer Retention


Inside View: Fannie Mae

The partnership with Customer Care provided the perfect ‘test-and-learn’ platform to determine whether a text analytics solution could identify customer needs, trends and opportunities...

Strategy Customer Experience


CX Versus GX: When Worlds Collide

Painfully slow, complex, tree-based IVR menus are about to go the way of the buffalo.

Strategy Customer Experience


Deliver a More Personalized Experience

We don’t need to become Amazon. We need to be great at what we’re great at.

Strategy Customer Experience


Unleash the Data in Your Contact Center to Achieve Enterprisewide Customer Experience Excellence

The contact center now has the potential to fuel continuous improvement not only within its own four walls, but also across the entire organization in support of improved CX.

Strategy Customer Experience


CX Pundits Vs. CX Practitioners: Real Life or Fantasy?

Consultants talk about the ideal while operations leaders deal with limited budgets and staff bandwidth.

Strategy Customer Experience


3 Trends and Challenges for the CX Industry in 2019

It will be essential to build out an organization and a team that can handle the new normal in our industry—fast-paced with high expectations from clients.

Strategy Customer Experience


What Is Your Customer-Centric DNA?

There has been a fundamental shift in the number of organizations that have embraced customer experience management as a core operating model.

Strategy Customer Experience


How Changing Customer Attitudes Should Shape 2019 Contact Center Priorities

Regardless of channel, speed continues to be one of the most important factors in effectively delivering positive customer experiences.

Strategy Customer Experience


Would You Do That to Your Mother?

Customers make decisions about the ‘kind’ of company they are working with based on their connections across the entire organization.

Strategy Customer Experience


The Customer Service-Support-Experience-Journey

Over the years, definition of customer service remained essentially the same until customer communications channels began to expand.

Strategy Customer Experience


Letting Customers Depart Gracefully

Would your departure experience earn an eventual return?

Strategy Customer Experience


How to Unify Your Listening Programs to Improve CX

Three voice of the customer best practices and why they matter in the digital age.

Strategy Customer Experience


Survey Erosion

Feedback is a good thing, especially when it comes directly from the source. But too much of a good thing can be a bad thing, and we are treading very close to that line of demarcation.

Strategy Customer Experience


How Customer Experience Can Drive Topline and Bottomline Growth

Today's customers want personalized, one-on-one interactions that demonstrate a unique understanding of them as individuals.

Strategy Customer Experience


Lost in the Labyrinth… Customers Want out!

The obstacles we face may be due to management practices and NOT to frontline performance issues.

Strategy Customer Experience


Delivering a Personalized, Effortless, Connected CX

Today’s customer experiences cannot be viewed as a series of disparate, disconnected interactions; they must be viewed as part of a continuous, wholly integrated journey.

Strategy Customer Experience White Papers


The Secret Sauce for Increasing Customer Happiness

Customer happiness and engagement are amongst the most significant drivers behind the image, culture and success of an organization.

Strategy Customer Experience White Papers


Reaching Millennials Through Authentic Omnichannel Experiences

72% of consumers expect to be able to continue talking with the same representative on the phone as they were talking with via online chat.

Strategy Customer Experience


Inside View: Travelzoo

Every time a CSR speaks with a member, it’s an opportunity to engage, to establish a relationship, to build trust and deliver a quality experience.

Strategy Customer Experience


Want your Customers to Love You? Start by Actively Listening!

Customer Obsession is one of values that define the culture at Banner Health.

Strategy Customer Experience White Papers


Three Simple Ways to Show Your Customers Some Love

Most customers don’t expect immediate resolution, but they do expect you to keep them updated and let them know you’re on top of the problem and haven’t forgotten about them.

Strategy Customer Experience


Meet Heightened Holiday Expectations with an Omnichannel Experience

It’s estimated that today’s consumers use an average of five digital devices to make a single purchase.

Strategy Customer Experience


Social Customer Service…Then and Now

Where most companies fail to impress isn’t on the speed of their response. In fact, it’s on the willingness of the company to simply answer their customers.

Strategy Customer Experience


5 Ways to Take Control of Your Customer Experience

Measure agents on what counts the most to your customers, while investing in training and technology to help them manage each interaction across every channel quickly, seamlessly and knowledgeably.

Strategy Customer Experience COVID-19 Customer Retention


Is Your CX Program Ready for the Digital Age?

Digital channels unveil a wealth of new, convenient opportunities for two-way communication between your customers and your brand.

Strategy Customer Experience



Inside View: TCL North America

We believe that our agents are our most valuable resource— not just in terms of providing the customer experience, but also with the intelligence that they can provide about that experience.

Strategy Customer Experience Strategic management


How Would Customers Rate Your Company’s Customer Service?

We are so frustrated and disappointed with customer service reps who don’t actually listen and project very little empathy. This concern was repeated often throughout the survey feedback

Strategy Customer Experience Strategic management


4 Ways to Maintain a Good Customer Experience During Collections

Your ability to compassionately work with your customers to help them through a difficult financial period, while also recovering monies, can set the tone for a lasting relationship.

Strategy Customer Experience COVID-19 Customer Retention


Inside View: MONI Smart Security

Instead of the leadership team trying to determine how to improve FCR based on data or observation, we developed a series of employee surveys and focus groups to involve them in designing new...

Strategy Customer Experience Strategic management


The Cold Shoulder of Customer Care

Contact center communication must be more about empathy and less about apathy and disengagement. When observing calls, listen for what is NOT said.

Strategy Customer Experience Strategic management COVID-19 Customer Retention


Are Your Customer Relationships on the Rocks?

This love story would have a much better ending if my churn score would have catapulted me to the front of the queue and routed me to a retention specialist.

Strategy Customer Experience Strategic management


4 Ways to Maintain a Good Customer Experience During Collections

Your ability to compassionately work with your customers to help them through a difficult financial period, while also recovering monies, can set the tone for a lasting relationship.

Strategy Customer Experience Strategic management


On the Road to Customer-Centricity

To truly embrace customer-centricity, everyone in the organization needs to understand their role in delivering the ideal customer experience.

Strategy Customer Experience Strategic management


The Key to Understanding the Customer Journey

Today, organizations of any size and budget can gain dramatic insights into customer behavior at a realistic price point for the contact center budget.

Strategy Customer Experience Strategic management


Support Digital Natives

Digital natives, it seems, do prefer the human touch when it comes to service interactions.

Strategy Customer Experience Strategic management


Tigo’s (Bolivia) Service Quality Initiative

Tigo moved away from traditional efficiency metrics like average handle time and service level to customer experience, which often also improved efficiency.

Strategy Customer Experience Strategic management


The Moment of Truth

Many times, you won’t know how important the call is until you talk to me.

Strategy Customer Experience Strategic management


Face the Music… Call Yourself!

Greetings, music and messaging on hold shape your customer’s first impressions.

Strategy Customer Experience Operations management


Hello From the Other Side

Customers communicate through online product and service reviews—they share experiences on which companies are worthy of our business and which ones we should run away from.

Strategy Customer Experience Strategic management


Getting Closer to the Customer

Satisfaction studies are a tool, but they are not the whole toolbox. A hammer is indispensable to a carpenter, but it isn’t much help when a piece of wood needs to be cut to size.

Strategy Customer Experience Strategic management


Data Nirvana: Analytics in the Contact Center and Beyond

Almost every inbound voice call is a potential opportunity for improving non-voice, self-service channels.

Strategy Customer Experience Strategic management


Incremental Changes Toward an Improved Customer Experience

For contact centers handling sensitive information, such as financial and health details, acoustic treatments help keep conversations private.

Strategy Customer Experience Operations management


A Roadmap to Customer Service Loyalty

When inconsistency is removed, trust begins to form and puts us on the path to customer loyalty. Focus on building consistency in every aspect of your service experience.

Strategy Customer Experience Strategic management


The Road to Hell Is Paved with Good Intentions

Far too often, the resolution process contains a defensive posture that really only serves to frustrate—in some cases infuriate—the customer.

Strategy Customer Experience People management


Why You Need to Perform Customer Segmentation at Your Contact Center

Segmentation is not always about offering more to some than others. Rather, it’s about providing a level of service that is fitting to the specific customer’s needs.

Strategy Customer Experience Technology White Papers


Inside View: Ciena Corporation

Your customer experience vision should be your guiding light—it has to be aligned to your brand and it has to feel authentic to your company. And most importantly, it has to be something...

Strategy Customer Experience Strategic management


Customer Communities

When launching a community, you can ensure a positive outcome by aligning it around one or two meaningful business needs with very clear measures and metrics for success.

Strategy Customer Experience Strategic management


Customer-Driven Priorities

Customer experience leaders share 20 top priorities for 2016.

Strategy Customer Experience Strategic management


A Better Way to Measure Success in Your Contact Center

Organizations need the ability to blend case-specific data with more traditional metrics. The goal is to understand the entire experience as it relates to customer service.

Strategy Customer Experience Operations management


Social Customer Service: The Next Frontier

Social customer service is perhaps one of the most beautiful marriages of service and marketing that could exist.

Strategy Customer Experience Strategic management


Moment of Truth

A key principle in Moments of Truth is that leadership provides a deep and rich understanding of the WHY… why we do what we do.

Strategy Customer Experience Strategic management


A Branded Customer Experience®: Transforming Promises into Action

Experience design is the process by which brand cues are crafted as part of the ideal customer experience.

Strategy Customer Experience Strategic management


How to Handle Post-Holiday Returns and Cancellations

It is easy for agents to get discouraged by the constant deluge of post-holiday cancellations. Show that they are making an impact by sharing positive retention statistics.

Strategy Customer Experience People management


Personalize the Caller’s Experience

One size doesn’t fit all when it comes to live-agent transactions. Treat customers as individuals, not account numbers.

Strategy Customer Experience Strategic management


Inside View: UPMC Health Plan

Multiple award-winning contact center provides concierge-level service.

Strategy Customer Experience People management













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