Customer Experience

Across industries, research reports are predicting that businesses can expect more change in the next five years than in the last 50. That certainly seems true enough in the contact center world where the...

While many organizations are currently providing multichannel customer service, few as yet have evolved their strategy and systems to deliver a true omnichannel customer experience—one that is seamless and personalized, even when switching channels. What...

Contact centers typically rely on post-call surveys to gather valuable feedback from the customer's viewpoint. But how do you measure a customer experience that spans multiple touchpoints? “Keep in mind that customer surveys are...

The origin of the idiom Moment of Truth is a “translation of the Spanish el Momento de la Verdad, signifying the point in a bullfight when the matador makes the kill. It was first...

It has been almost 15 years since Bain & Company delivered its jaw-dropping statistic on the customer experience delivery gap. The firm’s research showed that while 80% of companies surveyed believed that they provided...

Michael Pace is the Owner and Principal of The Pace of Service, a consultancy that assists organizations to realize the full benefit of customer service, social business, business process management and people leadership. One...

Consider this scenario: “Lisa” has landed a new role leading a customer experience (CX) program. As a first-time CX practitioner, Lisa decides that her first order of business should be to identify the quick...

Transformation is happening in the market today. Transformation driven by the growing consumer preference for digital interactions using smartphones, tablets or computers. Transformation that is exponentially increasing the ways the voice of the customer...

Customer experience (CX) has taken the world by storm. Not only have we witnessed the CX industry develop and grow, many private and public organizations are proactively hiring CX strategists to design and guide...

Most organizations take an inside-out approach when it comes to customer management strategies. They measure performance and base decisions largely on internal benchmarks and metrics that frame the company’s perspective of what is important...

Last month, we shared insights from industry solutions providers about the top challenges that contact centers face when transitioning their strategy from multichannel to omnichannel, as well as the important first steps to take...

Human emotions are a tricky business. Researchers have been trying to understand and interpret emotions since Charles Darwin first theorized that human facial expressions and body language were simply innate traits and a process...

What is often missing during the development of the customer experience strategy is the main element: the customer. Making assumptions about what customers value generally leads to poor decision-making and costly mistakes. Instead of...

Customers are tired of being treated like numbers. They’re aware of how much of their information and feedback is being collected, and now consumers want the companies they do business with to use that...

The Customer Experience Professionals Association (CXPA) defines an outstanding CX practitioner as someone who “inspires excellence in all aspects of the CX discipline and elevates everyone involved to a new level.” Speaking with Ian...

Customer experience (CX) is the new marketing battlefront.” These are not the words of me, Stephen Pappas. That’s Gartner talking. That’s right—the research and advisory leader is advising you to raise your CX game....

Everyone is talking about it—promising it, claiming it and marketing it. But what is the customer experience really? Is it a mystery, a myth, a mission or simply magic? Considering the fact that we are...

The home security market has undergone a considerable evolution in recent years. The emergence of smart home technology has introduced a variety of new players to the field—from consumer electronics manufacturers selling do-it-yourself home...

Last month, some 1,200-plus contact center and operations leaders gathered in Las Vegas for Engage 2015—The Verint Systems Global Customer Conference, where they shared strategies, best practices and lessons learned on the journey to...

I have had this idiom tossed my way any number of times by my parents, my children, my husband, my bosses and my colleagues. Perhaps you, too, have experienced the notion that “the ball...