Editor's Picks

Butterball’s Turkey Talk Line: leading with customer success delivers a better experience

Paul Selby -

How Digital Workflow Automation Improves Call Center CX

Howard Schulman -

CX for Gen Z: How to Appeal to the Youngest Generation of Customers

Sarah-Nicole LeFlore -

How to Get More Followers on Social Media (Without Hiring a Social Media Manager)

Syed Balkhi -

How to Get Ready for a Digital-First Holiday Shopping Season

Shashin Shah -

A Complete Guide to Using YouTube for Marketing

Victor Blasco -

Real-world branding strategy: Your brand is the promise that you keep.

Kristin Zhivago -

Bringing Online Shoppers In-Store: 6 Ideas From Macy’s, Target, Others

Bryan Pearson -

Worrier or Warrior: Which Style Makes the Best Leader for the Customer Job?

Amanda Davis -

You’re Not Competing In The Category You Think You Are! (How to Find Out)

Denyse Drummond-Dunn -

Thought Leadership Articles

Worrier or Warrior: Which Style Makes the Best Leader for the Customer Job?

Amanda Davis -

Macros Are an Essential Contact Center Tool… if Used Correctly. Here’s How

Jeremy Watkin -
Macros, canned response, scripts, templates...call them what you want. They boast a number of benefits for contact centers handling text-based support channels like email,...

3 Ways to Obtain Customer Requirements for Support. No Surveys Required!

Bill Price -
The foundational element to provide excellent customer service is to determine customer requirements for support. While many companies spend significant time and money to...

How Retailers Can Get a Competitive Edge with In-Store Customer Analytics

Somraj Choudhary -
By Somraj Choudhary and Jasmine Sachdeva Now is a golden opportunity to make long-term investments The story of in-store analytics has been a long and expensive...

How to Fix Broken Digital Transformations: “Acts of Heroics” is Not a Viable Customer Experience Strategy

Seth Earley -
When it comes to the big launch of a customer-focused digital transformation program, such as building a new e-commerce site or revamping customer-service protocols,...

Think Tank Discussions

CX…inside Customer Support?

Nicholas Zeisler -
Where is your CX function located? The more I found the answer to be “within the Customer Support organization,” the more puzzled I became. Isn’t the goal of CX, to a degree at least, to drive support out of business?

The Flipside of “The Social Dilemma” – Analytics as the Hero

Jonathan Moran -

The Key to Great CX? Balancing Delight and Ease

Sarah-Nicole LeFlore -

Customer Experience And Politics: Do They Mix?

Adrian Swinscoe -

Are your Customers the goal…Or just part of the machine?

Nicholas Zeisler -

Learn How CX Was the Key Theme in Jeff Bezos’s Recent Statement to Congress

Sarah-Nicole LeFlore -

Sales Mastery Launches Digital Platform for Advisory Services Clients

News Editor -
Subscribers will have access to a broad range of digital content while also having quarterly check-in calls and bi-monthly group calls

Serviceaide Expands Offerings and Global Customer Base with Acquisition of Wendia, a Leader in Enterprise Service Management

News Editor -

Seismic Fall 2020 Release Extends Content Analytics Capabilities, Helping Revenue Teams Maximize Performance

News Editor -

Smart Communications Study Spotlights Need for Accelerated Shift to Digital Conversations Due to COVID-19

News Editor -

STUDY: Majority of U.S. Shoppers Are Buying More Online, but Are Fatigued by Barrage of Retailers’ Online Marketing

News Editor -

New Posts

Butterball’s Turkey Talk Line: leading with customer success delivers a better experience

Paul Selby -

Witness The Growth Of M-Health Apps In Healthcare Industry

Ankit Singh -

How Digital Workflow Automation Improves Call Center CX

Howard Schulman -

How much it cost to develop on-demand Android app development?

Paula Williams -

CX for Gen Z: How to Appeal to the Youngest Generation of Customers

Sarah-Nicole LeFlore -
Chris Pederson on Why an Employee Feedback Software is Essential for Your Company
  • Michael Lowenstein on Linking the Employee & Customer Experience: A Practical Guide to the Holy Grail
  • Cynthia Welsh on Macros Are an Essential Contact Center Tool… if Used Correctly. Here’s How
  • Sean Harris on The Central Role of AI in Multiexperience CX
  • Apoorv Bhatnagar on Effective Segmentation strategies to target your app customers
  • Gordon Ellis on “That’s Our Policy” — The Secret Killer of Customer Experiences
  • Chris Pederson on Retail Store Layout: Proper Planning is the Key
  • Rastilav Ivanic on The curious case of failed electoral polls: Four take-aways for political pollsters from a customer insights researcher
  • Sam Varghese on CRM Applications & Sales Reps adoption – The Million $ challenge
  • Karen on The curious case of failed electoral polls: Four take-aways for political pollsters from a customer insights researcher
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