Good News, A Few Surprises, and a Lot of Pressure


A CX Report Card from 4,000 retail customers. In a recent study, business communications company Mitel® surveyed more than 4,000 consumers to get a clearer view of how the pandemic has been shaping customer experience and expectations. As I read through their summary, I found plenty to celebrate.

8 CX Trends Shaping Customer Care in 2021


“Customer experience strategy is the first step to business survival in 2021, especially for large organizations and iconic brands.”. That’s how Liliana Petrova, of consulting firm The Petrova Experience, recently summed up the urgent importance of CX strategy in the coming year.


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Forget FOMO. Your customers have bigger concerns now. 3 pillars of today’s marketing messaging.


Not long ago, in the BP (before pandemic) era, successful brands had gotten so good at knowing, engaging, and selling to their consumers. Back then, their buyers’ everyday lives – and purchasing habits – were largely defined by the social media ecosystems in which they functioned.

A message to you from 1,000 American consumers


It’s a time when countless consumer-focused brands are wrestling with this year’s customer experience (CX) performance and next year’s CX plans. If that’s true for you, don’t forget one of the most important steps in the process.

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.

5 Tricks to Treating Your Customers


Worried that this spooky year is scaring away your customers? Here are my top 5 tips for luring them back to your front door and treating them so well that they’ll never run away again. Stop catching them by surprise! Nobody likes an ugly surprise.


7 Ways to Make the 2020 Holiday Season Your Brand’s Best Ever


Cooped-up customers say they’re ready to spend, big, online this season. Are you – and everyone on your team – ready to make their brand experience a merry and memorable one? . If you’re looking to your plans and experiences from holidays past, you’re probably not.

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The 5 R’s of COVID-era Customer Care


You’re likely familiar with the concept of “React, Respond, Recover” as a framework for describing how businesses can successfully navigate and survive crises. As with so many things brought on by the current international pandemic, I find that model useful – but ready for some revision.

4 Warning Signs Your Perfect CX Plan Won’t Succeed


Plans are funny things. You can’t expect to achieve aggressive goals without one. But honestly, you can’t expect to achieve them even when you do have one. Not even a great one. Yet too often, we human beings fall into the same old trap.

You Can’t Meet Your Customers’ Needs If You Don’t Get Where They’re Coming From


Sometimes, when you’ve had your nose to the grindstone, working on something extremely important and terribly urgent, a little dose of everyday wisdom and common-sense context can be incredibly rejuvenating.

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!


Yes, There Is A Better Way to Prepare For this Year’s Holiday Season


3 Smart Steps Every CX Leader Should Take Now. In a year marked by countless unknowns, challenges, and unexpected opportunities, brace yourself for a few more rides on the roller coaster. Here come the holidays.

Better CX isn’t just about driving profit


(It Will actually save you money. Here’s how.). A frequent topic of conversation between C-suite leaders and their sales, marketing, and customer care teams – especially during annual budgeting – revolves around customer experience.

Your Customers’ Journey is Different and More Complicated Than Ever


Every team member of every customer-centric business knows that their customers have been going through upheaval this year. And during times of rapid change, people’s priorities often shift in unanticipated ways. But for many people this year, needs, wants, and expectations didn’t just change.

5 Customer Service Rules the Pandemic Just Rewrote


I recently wrote an article, “ The Future of Customer Care is Here ,” for CIO Applications magazine about customer care and how COVID-19 has not only accelerated the embrace of cloud-based, virtual platforms, but has driven fundamental changes in customer expectations. You can check it out here.

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!

3 CX Barriers You Need to Knock Down Now


The Year of Redefining Customer Retention


Is Your Hyper Focus on Keeping Every Customer Causing You to Lose Your Best Customers. In a year marked by unwelcome surprises, economic uncertainty, and worry aplenty, the drive to retain every possible customer is understandable.

What to Cut (and What to Grow) in Your Post-COVID CX Budget


4 Key Metrics That Are Worth a Bigger Investment. As every company grapples with planning and budgeting for next year (and realistically, even for the next few months) many brands are feeling some understandable pressure to look for ways to cut sales, marketing, and CX budgets.

4 Super Powers You Gained This Year


There’s no point in sugar-coating it: 2020 has been a year of unprecedented challenges, unknowns, headaches and, at times, heartaches. But it’s also been a time of learning, adapting, radically re-thinking, and staying the course – all in different measures, at different stages.

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.

4 CX Steps to Boost Your Brand’s post-COVID Success


For months, Americans have been adapting their consumer behaviors to accommodate the restrictions brought on by the pandemic. And, not surprisingly, they’ve learned a lot of lessons along the way. Turns out, some brands have made it easier than others.

Stop Mistaking Customer Silence with Customer Satisfaction


5 Ways to Turn Find and Fix Problems Early. You know the saying, “if it’s not broken, don’t fix it…”. In a year like this one, when so much has seemed to be broken, turned inside-out, or teetering on the edge, your time, focus, and resources have probably been pretty tied up. You’ve been busy.

If You’re Serious About Solving Your Real CX Issues…


…Look at Your Own Operation (Not Just at Your Employee). We’ve all been there. A customer has a bad experience on the phone. They’re mad. They’re super verbal. And they’ve taken the time to make sure we know every detail of what went so wrong.

It’s August, 2020: Do You Know Where Your Customer Loyalty Numbers Are?


6 Critical Insights Into the Loyalty Rollercoaster Your Customers Have Been Riding and How You Can Bring Them Safely Back to Your Brand. Not long ago – just last November, to be exact – consumers were reporting that they were more brand loyal than they’d been the previous year.

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!

The Silicon Review Names Skybridge Americas One of the 50 Most Trustworthy Companies of 2020!


Technology is developing at breakneck speed, so communicating and working with teams across the world is also gaining significance. Accordingly, Business Process Outsourcing (BPO) has been growing in popularity.

7 Habits For Right Now


A Timely Rethinking of What it Takes to Lead Your Brand Through Uncertain Times. In Stephen Covey’s famous book, “The 7 Habits of Highly Effective People,” we are introduced to a set of practices that successful, “highly effective” people consistently apply to their everyday lives.

4 Reasons to Treat COVID as the Dress Rehearsal


How the lessons you learn now will make your brand stronger and better prepared for the next unknown. If you haven’t taken the time yet to step back from today’s challenge to plan for the next one, you’d be forgiven.

Is Your Brand Fully Committed to Customer Experience?


Take This 3 Question Quiz to Find Out – and Get Started. When Judy Weader, a senior analyst at Forrester, recently wrote about the importance and urgency of prioritizing CX strategy, she described prioritization as both and art and a science – and she defines it as critical to CX success.

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.

5 Must-Know Facts About Customer Care In Today’s Homebody Economy


Since mid-March, McKinsey & Company has been conducting a series of “Consumer Sentiment” studies in an effort to track the impact of COVID-19 on buyer needs, expectations, and attitudes.

In the Race to Meet Shifting Customer Values, Tap Into The Simple Genius of the Kano Model


Customers everywhere are undergoing a dramatic (sometimes unconscious) recalibration of their brand expectations. For the brands who fail to measure, embrace, and adapt to these changes, the future may look very uncertain.

6 CX Innovations That Have Advanced at Lightening Speed Since COVID-19


Usually, we think of “disruptors” as upstart competitors that swoop in with new solutions to old needs (or new ways of convincing buyers of needs they never even knew they had).

Keeping Your Chin Up: How to Build a More Resilient Brand


It’s been quite a week, in the middle of quite a year… and next, we head into winter. It struck me today that, no matter how you or I – or any individual leaders within their organizations – might be feeling today, the truth is, we have a mighty responsibility to the people who keep our companies going. Those folks may be experiencing a range of emotions these days. And they need us. They need us to keep the ship upright, steaming ahead, and running smoothly.

Your Guide to Boosting ROI Through Customer Support

Today’s most successful brands understand how great customer support can grow their bottom line. Having provided outsourced customer support to some of the world’s top brands, we know what works, and now we’re sharing that with you.

5 Timeless Lessons in Customer Trust


How to turn a one-time purchase into a loyal customer relationship. Consumers are now more mobile, open to switching brands, and intolerant of poor customer experience than ever. What does it take to keep a customer coming back? In a word: Trust…. But trust is tricky. It can’t be built in a day. But it can be destroyed forever in the span of one short call to customer service.

3 Questions That Can Save Your Brand


In a year that has forced so many brands to rethink plans, revisit marketing strategies, and revise budgets, it helps to step back, take a breath, and check the landscape from somewhere above the tree line. In other words, get out of the weeds. Not always easy. But so necessary, especially right now. Because, to quote Denise Lee Yohn in her recent Forbes article: “COVID-19 is the newest, but not the only challenge you face.”. And it won’t be the last.

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.

How Customer Centric Are You?


Use this 10-Trait Scale for a Quick Reality Check. Customer centricity. You know what it means: running your business with your customers’ needs front and center of your actions, investments, and decisions. You also know why it’s important to be customer centric. And you’re probably committed to leading – and promoting – your organization in ways that reflect a truly customer centric philosophy. But customer needs change. Sometimes those changes creep up gradually.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!