Top 10 Most Popular Posts of the Past Year

Top 10 most viewed posts published in the past year.

Dynamics 365 – The Future of Microsoft Dynamics

Dynamics 365 was announced today as the next generation of Microsoft's Azure-hosted business services. From an ERP and CRM software perspective, Dynamics 365 is mostly a change to branding and bundling. While the ERP and CRM software hasn't changed, the messaging is clear that...

The Difference Between Customer Service and the Customer Experience

Something serious has come to my attention: Some organizations still don’t know the difference between customer service and the customer experience for the contact center. Let’s start by saying, we know there’s a linguistic confusion, and we can go ahead and blame the English...

5 Ways Customer Journey Mapping Can Transform Your Business Right Now

Customer journey mapping is a technique that is growing in popularity, not only with customer experience (CX) professionals, but also within marketing, customer service, user experience (UX), product management and IT. Customer journey mapping helps you to visualize your customer’s experience from the customer’s...

Say Goodbye to Marketing & Brand Building, Say Hello to Consumer Centricity

Marketing is an old profession. It’s been around for hundreds of years in one form or another. If you’d like to see more about its complete history, then I highly recommend this Hubspot infographic. With the advent of digital marketing in the early 80’s, many companies began...

How to Build a Customer Journey Map that Works

If you’ve searched for information about how to build a customer journey map, you’ve likely encountered a dizzying array of different approaches. Your search may have left you asking questions like: Why do journey maps all look so different from one another? Where should I…

4 Technology Trends Improving Customer Experience in 2016

Customer experience is the one area where a business can truly differentiate itself from competitors. We’re already seeing some exciting innovations in 2016 as businesses continue to realize the value exceptional customer experiences (CX) yield for their bottom line. With technology driving innovation, consumers...

Data Science Skills Needed in a Big Data World

Last month, I wrote about the three skills needed to practice data science. Based on a factor analysis of many different skills, data science skills fall into three broad skill areas. These skill areas...

Artificial Intelligence in Business: 10 Important Statistics

Artificial intelligence is a growing trend in the business world. The IBM Watson Partner Ecosystem, for instance, allows companies to tap into the power of Watson for fields as varied as healthcare and education. In addition, the Amazon Echo Developer Network allows you to add...

Top 9 Call Center Trends for 2016

Did you know the cost of poor customer service is over $41 billion per year? Clearly, that number is too big to ignore. More than ever, businesses are competing to deliver superior customer service experiences. In fact, Zendesk reported that 82% of customers stopped doing...

The Future of Customer Experience: 10 Predictions for 2016 and Beyond

It’s always interesting to hear predictions and trends for the coming year. For 2016, I’ve elected to share my views on the (fast approaching) future of customer experience through the lens of other experts as well. As usual, this list isn’t comprehensive. Given the speed...

New Posts