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.


Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

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.

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

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.

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.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

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.

B2C 52

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

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.

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.

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.

How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

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?

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.

Power Hour with the Community Team at Mural

Speaker: Beth Vanderkolk, Lindsay Olson, & Amanda Peterson, The MURAL Community Team

Want to know what it takes to build a community from the ground up? Join us for our panel discussion with the MURAL Community Team. In just 4 months, they have established a thriving community, and they're with us to explain how they did it.

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?

Laresa McIntyre Named Best 10 CFOs of 2020 by Industry Era


A New Standard in Customer Experience. Laresa McIntyre, CFO of Skybridge Americas possesses that rare combination of visionary leadership, an acute focus on bottom line results, and a passion for building and leading motivated, high performing teams.

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.

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

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.

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.

Want Better CX? Build a Seamless Sales, Service, and Marketing Team


I’ve written a lot about the (often underestimated) role that a customer care team plays in achieving superior customer experience and long-term loyalty.

Sales 52

How to Use Data to Build Strong Customer Communities

Speaker: Carrie Melissa Jones Founder, Gather Community Consulting

Time and again, organizations assume that community member research is duplicative, cumbersome, risky, or incapable of yielding meaningful results. They simply move ahead with their communities and “iterate” as they go. The results of not performing community member research? Mediocre, copycat brand communities that fail to deliver on employee or customer expectations. On August 12th at 12 pm EDT, Carrie Melissa Jones will be sharing the importance of undertaking research whether you are preparing to launch your community or are planning a strategic pivot, and how it can impact cross-organizational value.

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.

B2C 52

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.

Going to Market Smarter in the New Economy

In 2021, as companies continue to move more functions online, employees will take a more virtual -- and flexible -- mindset and lifestyle in parallel to the digitization of businesses. To succeed, you must change the way you conceive and build new products as a digital business. Download the report today to discover more!