Trending Articles

Guest Post: How to Effectively Monitor Customer Experience


This week we feature an article from Thomas Fordham, Co-Founder and Chief Operating Officer at TAP London. H e shares different strategies to help your business monitor and measure customer satisfaction.

Vital for 2021 – Digital Nudging Will Revolutionize Your CX

Beyond Philosophy

As we all interact more online than we ever have before, digital experiences are becoming an essential part of your CX. Like a physical experience, digital experiences should center around customers and focus on what they want so you can get what you want, customer-driven growth.


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An Empowerment Lesson From the Ritz-Carlton


If you’ve been following my work, you know I’m a huge fan of the Ritz-Carlton. I was recently on a Zoom presentation with Horst Schulze , first president and co-founder of the Ritz-Carlton chain. When Horst speaks, I listen and take lots of notes.

Legal and Regulatory Developments in 2020—and What to Expect in 2021

Contact Center Pipeline

Think about this. 2020 has (thankfully) come to an end, but the rapid and largely unrestrained spread of COVID-19 has upended our normal way of life and caused tremendous economic losses. On top of that, we just completed a bitterly contested presidential election.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Action Changes Things: Make it Happen in 2021


At the recent CCNG Fireside Live Chat held in December I had the opportunity to provide my reflection on 2020 and what I predict will happen in 2021 alongside two other industry colleagues, Poly and Avtex.

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More Trending

“World Experience Organization” Created Will Help Us All Be Better in 2021

Beyond Philosophy

No matter what business you are in, the best way to connect with your customers is through the experience you provide them. However, connecting requires knowing what customers want, and today, that isn’t the same as it was 20 years ago. The Experience Economy dictates that people value experiences over material things these days. In addition to knowing what customers want, wouldn’t it also be great to know what works in Customer Experience Management?

8×8 and Aryaka: Bringing the World Closer, Together

Contact Center Pipeline

Introducing your power team to enhance cloud communications and contact center performance across SD-WAN.

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312: Jim Loehr – Character Development in CX

CX Global Media

Sean Ryan was put in charge of an engineering team that had more experience than he had been alive. He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was.

How to Choose the Right Visual Assistance Platform for your Automotive Brand [Checklist]


Visual Assistance is an emerging technology that allows automotive original equipment manufacturers (OEMs) to visually guide and collaborate with owners, dealers and team members.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

5 Top Customer Service Articles For the Week of January 11, 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.

Vital for 2021

Beyond Philosophy

Ep 169 Vital for 2021 – Digital Nudging Will Revolutionize Your CX. Whether you realize it or not—and even if you don’t know what they are—you use Digital Nudges in your online experience today.

Woe Is Me… How About You?

Contact Center Pipeline

Woe is me” is defined as “an overdramatic, often comical way to express sadness or disappointment at an unfair situation.” Well, there you have it… the definition describes quite well what many of us are currently feeling. I don’t know about you, but “woe is me.”

Make Your World Revolve Around The Customer – Tip #24

Steve DiGioia

Customers need to know that you have their best interests at heart. As business owners or managers, we get too bogged down with the day-to-day machinations of business and forget the ultimate goal; to satisfy our customer’s needs.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Virtual Hold Competitors: An Overview


This blog will give you a brief overview of all the virtual hold competitors. Virtual Hold is the name of VHT’s original virtual queuing software. Virtual Hold Technology is the grandad of virtual queuing and helped pioneer virtual queue management for the call center.

Amazing Business Radio: Dennis Wakabayashi


The New, Better Customer Experience. How to Drive a Customer-Centric Culture. Shep Hyken interviews Dennis Wakabayashi , the VP of CX Solutions Delivery for RR Donnelley. They discuss strategies for creating customer-centricity by improving the employee and customer experiences.

Working Solutions Spurs Growth with Housatonic Partners’ Investment

Working Solutions

As a leader in on-demand customer service, Working Solutions today announced that Housatonic Partners, a well-respected, private equity firm, is investing in its future growth. Call Center Outsourcing

Understanding Amazon Web Services (AWS) End-User Computing


End-User Computing (EUC) refers to computer systems, platforms, and applications that are delivered via network connectivity (or internet) to an end user.


The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

How to end the conflict between marketing and customer service

Toister Performance Solutions

Some feuds are timeless. You have the Capulets and Montagues. The Hatfields and McCoys. And of course, there's marketing and customer service. What's their beef? I talked to both departments to get their sides of the story. The answers revealed a fundamental problem that plagues many companies.

Boost Agent Satisfaction in Your Contact Center with These 9 Inclusive Practices


Fostering an inclusive work environment is essential if you want a high-performing contact center team. If you haven’t been paying attention, agent attrition has continued to rise, according to our State of the Contact Center 2020 report.

Leveraging Robotic Process Automation to Drive Improved Healthcare

TELUS International

Learn more about how robotic process automation (RPA) can be used in healthcare to drive better health outcomes and patient experiences (PX). Next-Gen Technology

Top 20 Most Popular Customer Centricity Articles of 2020


Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Many people were working from home this year, were you?

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Integrating Messaging & Live Chat Software into Your Customer Communications Strategy


Customers expect a lot from your brand, and they want to be able to reach you from anywhere - on any platform. Eighty percent of customers are after more than just a great product, but also a personalized experience with seamless communication no matter what.

Connect Guru With Microsoft Teams for a Collaborative Wiki


When communicating with teammates over chat, nothing can slow you down like having to pause your conversation and open up a new window to find the answer to a question or the right piece of information to share.


We’re Customers, Too.


Employees should love their work and customers should love the brands they do business with. Having the right software is a massive part of achieving both of those things. Here’s why that matters -- and the reason we built a solution and a company around that thinking.

How BPO Services Help Edutech Win More Students


The EduTech sector has come out of the boundaries of traditional educational services and adopts modern technology to enhance the educational experience.

Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.

3 Considerations for an opti-channel digital transformation strategy


Advancing consumer technology and the pandemic has made digital transformation a top priority for business leaders across all industries. What once was a nice-to-have has quickly escalated to a must-have for businesses wanting to compete in the modern age.

Insights from a CX Expert: Anatomy of a Great Contact Center Experience


High quality customer service has always been the unsung hero of driving company profits, and the contact center experience often plays a key role in how that service is delivered and received.

Interpreter Protocols and What They Mean: FAQ


Interpreting is a well-established profession with many protocols and standards. These protocols might seem a little perplexing or startling for those who may have never used an interpreter before.