Are Your Customers Losing Patience with Your Customer Care?


As a consumer, I know how I feel when I have to reach out to customer care. So do you. Some brands (our favorite brands) make it so easy. One call or text or chat is all it takes to get what we need. So quick and painless that we barely stop to think about how well it all works with that brand. .

The Timeless Consumer Needs That Define Great CX


We spend a lot of time in the customer care industry talking about consumer expectations: the trends, the unpredictable shifts, and of course, the latest and greatest innovations we can employ to better meet them.


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Is Your CX Performance Slipping? Forrester Thinks So


Even tiny shifts in leadership focus can lead to costly drops in customer experience. After showing an impressive post-covid CX rebound – and steady gains in 2021, US brands appear to have hit the wall. That’s according to Forrester’s 2022 US Customer Experience Index.

No, Your Agent Retention Programs Aren’t Really Working


“You can make or break a brand relationship in a single conversation…”. That was an opening sentence that caught my eye the other day. Instantly, I thought, “Agreed!”

How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

Why Brand Intimacy Might Be a Smarter Way to Gauge the Health (And Profitability) Of Your Customer Relationships


Why brand intimacy might be a smarter way to gauge the health (and profitability) of your customer relationships. Sure, “loyalty” measurements can be useful indicators of a customer’s repeat business and potential long-term profitability. But what leads to loyalty?

Did you hear that? Listening to the voice at the center of your CX strategy


“Many organizations claim to be customer-centric. So why do some continue lose customers, while others deliver phenomenal experiences?”. That’s the opening line in a recent CMS Wire article by Jason VandeBoom.

Say goodbye to the old type of contact center


In their recent 2021 survey of contact center leaders, Deloitte Digital explores how post-pandemic contact centers are rapidly evolving into customer experience (CX) hubs. The survey is well worth the read, outlining 5 critical findings.

Your CX Secret Weapon


I don’t know your number. But I have a good guess it’s not small. Recently, I came across an article by Peter Dooley about the various ways that marketing insights are gathered.

Andrew Bosko Has Helped Transform Skybridge Americas’ Brand


Andrew Bosko Has Helped Transform Skybridge Americas’ Brand. Since he joined the company in 2016, Andrew Bosko has helped Skybridge Americas’ transform its brand, upgrade its technology, and grow in sales.

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5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

How to Make Every Veterans Day Count. The Top 10 Reasons to Hire a Veteran!


Today, as we honor the service and sacrifice of all American Veterans, I would like to highlight one especially meaningful way that businesses across the country can show their appreciation: Hire a Veteran. A few years ago, I wrote about my Top 10 Reasons to Hire a Veteran.

When “Virtual” is Better:


A Handful of North American Call Centers Step Up to Fill the Need. In my past several posts, I’ve focused on the growing urgency among so many organizations to continue to serve their customers while most of their employees are required to self-quarantine at home.

The Undeniable Link Between Brand Empathy and Customer Experience


How strong is your partnership with your contact center leadership? Not that long ago, strong, strategic collaborations between CMO and Customer Care were rare.

The 3 CX Opportunities Most Often Missed by CMOs Today


How strong is your partnership with your contact center leadership? Not that long ago, strong, strategic collaborations between CMO and Customer Care were rare.

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

When is the Last Time You Asked Your Customer Care Partner These 3 Questions?


I’ve said it before: there are countless ways to measure a contact center’s performance. While each metric means something , the truth is, some are more useful and informative than others.

Is Your Customer Care Team at the Center of Your Engagement & Loyalty Strategy? It Needs to Be.


As a growing mountain of studies continues to show, the events and effects of the past year have driven – and continue to drive – profound shifts in customer needs, preferences, and standards. For better or worse, this great reshuffling of buying behaviors has many North American brands in a tizzy.

Laresa McIntyre: Bringing a change in the financial sector at Skybridge Americas Inc.


The Most Successful Businesswomen to watch, 2021. Some leaders like to help others and grow with them to make a better place around them. With the free spirit to help others and transform the financial sector, Laresa McIntyre joined forces with Skybridge Americas Inc.

The Price of a Poorly Scheduled Patient Appointment


A True Story of Patient Experience Gone Wrong and 3 Ways to Make it Right. In one short year, everyone in the healthcare industry has experienced radical, upheaval. Much of it painful. Some of it surprisingly positive.)

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

Customer Loyalty Isn’t Built in a Day, and It’s Never Built Without a Great Customer Care Team


Several years ago, Annette Franz, the founder and CEO of CX Journey, wrote about 6 tools to ensuring that everyone involved in a brand’s success have a clear view and understanding of the customer. Delivering great CX isn’t just up to the employees at the front line, she argued.

Planning the Perfect CX Strategy?


Here are 5 Things You Probably Forgot. Advice on initiating, launching, and perfecting CX strategy is everywhere. Everywhere. Problem is, it’s not all good or useful advice. Bigger problem: even the best advice might not get you where you need to go.

Is Your Brand Ready to Be Customer Centric? Take this 6 Question Quiz to Find Out


As countless North American brands are discovering (and rediscovering) these days, the post-pandemic path forward continues to be a bumpy one.

How Some Brands are Spending 90% Less on Customer Growth


The events of the past year caused dramatic disruptions in consumer behaviors. While many were obvious and, potentially, short-term, other changes were a lot tougher for brands to notice or easily understand.

How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.

6 Questions (and 4 Best Practices) to Guide Your CX 2021 Initiatives


How well do you know – I mean really know – what your customers want and need most from your brand right now? It’s a tricky question to answer.

Stop Overlooking the Most Powerful CX Tool You Have: Your Own Mindset


No one said the path forward in 2021 would be easy. Over the past several months, a growing number of research studies points to the extreme customer upheaval many brands have endured.

5 Super Smart, Deceptively Simple Rules for Tackling Your CX Reboot


After the year we’ve all experienced, many American brands are taking a long, hard look at their current CX performance. In the wake of COVID many organizations are still sorting through the data to understand where their customers are today.

5 Customer Care Facts You Can’t Afford to Ignore in 2021


Many brands have risen to the past year’s market challenges with admirable agility. By pivoting wisely and adapting swiftly to customers’ changing priorities, these companies have done better than just weathering the storm.

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Sustaining Employee Engagement in the Contact Center

Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC

Join Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC, for best practices and leadership strategies to fortify an economy of compassion and genuine empathy in the contact center.

Yes, New Customers are an Investment. But What’s Your Return?


But What’s Your Return? After a year of upheaval, unpredictability, and astonishing shifts in consumer behavior, 2021 is shaping up to be the year of rethinking and recalibration.

5 New Year’s Resolutions for 2021


The white-knuckle ride known as 2020 has taught us many things, from the foolishness of taking anything for granted, to the importance of being resilient.

A 6 Point Compass Check for Navigating 2021


Every January carries the promise of new beginnings, fresh starts, and high hopes. For many of us, this is a time of committing to specific resolutions, aimed at making us better leaders. That’s all well and good.

14 Brand Loyalty Boosters for 2021


After a year of getting the rug get pulled out from under nearly every plan you thought you had last January, you’d be forgiven for approaching 2021 with some trepidation. So, how can you best position your brand to meet your customers’ expectations next year?

CCO + CMO: The Unstoppable Duo of Business Growth

Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense

Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.

Three Trends Shaping the Future of Customer Experience


The next normal may be a ways off. In the meantime, here are three trends that will likely influence how customers connect with brands. Leaders who identified how to quickly pivot … not only saw new sustainable paths to profitability but also increased brand value.”

It’s Complicated: Your 2021 Customer Relationships Have Some Serious 2020 Baggage


I’ve been writing a lot lately about customer expectations, the changes we’re seeing, and how some customer care providers have been able to step up to meet those expectations.

The Unforgettable Tony Hsieh: 5 Customer Care Lessons for Us All


A few times in the past, I’ve written about the deep and long-lasting positive impact of Tony Hsieh on the world of customer service and the profound, inextricable link between employee happiness and customer happiness.

The CX Short List: 3 Critical Strengths You’ll Need in 2021


What does the future hold? How will 2021 unfold? I’m sure that most of us in the customer care realm have formed a few (or more) opinions on that topic. But I’m also pretty sure that none of us would be willing to bet our last dollar on the specifics. How could we?

Customer Service De-Escalation Techniques

Nobelbiz Guide: Customer Service De-Escalation Techniques