Editor's Picks

Thought Leadership Articles

For Real CX Success, Don’t Just Fix Potholes. Create Peak Moments

Nancy Porte -

4 Tips to Get Value From Contact Center Quality Scores

Jeremy Watkin -
I have two scenarios for you regarding contact center quality assurance. In the first, imagine a manager or supervisor listening to a phone call...

3 Reasons Why AI and Big Data Will Fuel The Customer Experience in 2019...

Larry Skowronek -
Across industries, Big Data and Artificial Intelligence (AI) have proven to be powerful tools when it comes to informing companies about their target customers....

Three Attributes of Best-in-Class Customer Listening

Amanda Forshew -
Do you have a ‘listening’ culture that’s prevalent across your business not just in a research, marketing or sales functions? According to Confirmit, less than...

5 Ways to Get Your Outsourcers To Love Your Customers as Much as You...

Bill Price -
Today somewhere between 30-40% of sales, collections customer care, and technical support services are provided by third-party outsourcers, also called business process outsourcing or...

Think Tank Discussions

Is it possible to compete with Amazon and win?

Christopher Brown -
For businesses everywhere, this is becoming an increasingly relevant question. Not long ago most business could just ignore Amazon and say to themselves that’s fine for them in retail they are not operating in our industry. Well, times are changing, a...

The unseating of Sears

Steve Curtin -

Ten B2B KPIs to Track, Starting Now (none are NPS) – Business KPIs

Jim Tincher -

Ten questions you always wanted to ask about Customer Experience

Thomas Wieberneit -

It’s Time to Rethink Facebook

Marc Meyer -

Industry News

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Featured Listings

2nd Global Conference on Creating Value at New York Fordham University, May 14-15 2019

[05/14/2019] You are invited to attend, meet, mingle with, listen to and submit papers to the world’s leaders in Creating Value for customers, employees, partners, society and Government. Learn new and better ways to create Customer Value and experience.
Rub shoulders with Philip Kotler, Irene Ng, Russ Klein (AMA) and others.

CXTech Innovate! Technologies to Win in the Customer Experience Age

[04/25/2019] Only 25% of Customer Experience (CX) initiatives are "winning" -- able to show business value or gain a competitive edge. Technology can play a key role in helping CX leaders deliver an experience that sets the brand apart. Learn how CXTech innovations can drive Customer Experience success.

CX Evolution: How H&R Block Boosted Service Quality with a New Client Feedback Strategy

How do you keep your employees focused on continually improving the service they provide to each and every client? Learn how H&R Block made changes to get more targeted feedback, along with implementing new ways to accelerate and increase feedback response.

Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies

Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.

Escape From Chatbot Hell: Using AI to Improve Service While Cutting Costs

Most bots have failed and consumers are avoiding them. Fortunately, these ‘dumb bots’ are on their way out. New advances in Conversational AI technology has made it possible to create smart virtual assistants that understand real human dialog. Learn how to identify opportunities to leverage this new technology.

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