Verint CX Automation

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

My first taste of customer experience (or what we referred to at the time as customer service) was in a bar. I was behind it, and I was really good. It takes a combination...
Inside View, Debbie Nagy, Dow Jones & Co

Inside View: Debbie Nagy, Dow Jones & Co.

Do you ever stop to think about why a particular individual stands out in his or her profession? Many might point to qualities like knowledge, expertise, reliability and superior performance. These are just a...

Who Owns the Customer Experience?

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...
7 Steps to Superior CX

7 Steps to Superior CX

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....

Customer Experience… Mystery, Myth, Mission or Magic?

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...
Contact Center Executive Outlook 2020 Feature

Contact Center Executive Outlook on 2020 and Beyond

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...
Bridging the Gap Between Expectations and Experience

Customer Centricity: Bridging the Gap Between Expectations and Experience

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...
CX Versus GX: When Worlds Collide

CX Versus GX: When Worlds Collide

Let me start by once again offering a real-world experience, such as the one I described in my April 2019 column, CX Pundits vs. CX Practitioners: Real Life or Fantasy? In it, I described...
Leverage Customer Data to Deliver a Personalized Customer Experience

Leverage Customer Data to Deliver a Personalized Customer Experience

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

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

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...

3 Trends and Challenges for the CX Industry in 2019

In the increasingly crowded business landscape, there are a few specific focuses that organizations can invest in to give themselves a boost in attention and customer loyalty. Customer experience (CX) is an area that...
The Ball is in Your Court

The Ball Is in Your Court

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...

Would You Do That to Your Mother?

A Q&A with author and customer experience pioneer Jeanne Bliss. In her latest book, Would You Do That to Your Mother? The “Make Mom Proud” Standard for How to Treat Your Customers, customer experience pioneer...

How Changing Customer Attitudes Should Shape 2019 Contact Center Priorities

Digital technology has completely transformed the relationship between brands and customers. Interactions now extend beyond the point of purchase, taking place over a variety of channels, and forming an ongoing conversation. At the center...

Inside View: Nate Brown, UL EHS Sustainability

Some people know from a young age exactly what they want to do. They pursue a vocation with dedication and never waver from their target. For others, it is often a matter of chance. A...
Letting Customers Depart Gracefully

Letting Customers Depart Gracefully

“Ride our bike for 50 days; if you don’t like it, return it, no questions asked.” “Cancel your subscription for those razor blades—it’s OK, we understand.” “Try our bank for a little while, and if you...
Customer Experience Can Drive Topline and Bottomline Growth

How Customer Experience Can Drive Topline and Bottomline Growth

For decades, the quality of products and services reigned king as the primary driver of customer loyalty and business growth. In today’s digitally driven experience economy, however, there is more competition, yet less differentiation...
Call-Center-Inside-View-Feature

Inside View: Travelzoo

There are few things in life that inspire as much passion as travel. It has the power to change perspectives and transform lives. That’s why travel can typically be found at the top of...
Personalized Omnichannel Customer Experience

Delivering a Personalized, Effortless, Connected CX

People today may choose to communicate with organizations across various channels including phone, email, chat, SMS, social and walk-ins. When they do reach out, they expect to receive the same level of service regardless...
Contact Center Customers Want Out!

Lost in the Labyrinth… Customers Want Out!

This is my own personal idiom… and it will be the basis of my Idiom Insights columns for 2018. The contact center industry is facing serious challenges when it comes to the customer experience....
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