Just upgrading a touchpoint is so 2016. Comparing current and desired experiences is a good foundation for a CX plan.Much has been written about how to develop a customer journey map. It’s a popular topic, and many professionals across different experience areas have put their own spin on...Read More

We all want to see constant improvement, but what do you do when customer satisfaction flat lines?   The dreaded customer satisfaction (CSAT) plateau. It happens to every organization. After beginning our customer experience program, we enjoyed watching the satisfaction metric...Read More

With the holiday spirit upon us, there is more emphasis on consumer behaviors and drivers. However, as we look towards 2016, I find myself thinking about the fact that at the end of each day, aren’t we are all just human?  By this, I mean that we’re all driven by the same...Read More

With the holiday spirit upon us, there is more emphasis on consumer behaviors and drivers. However, as we look towards 2016, I find myself thinking about the fact that at the end of each day, aren’t we are all just human?  By this, I mean that we’re all driven by the same...Read More

Digital transformation is a reoccurring theme in today’s business environment. As companies work tirelessly to adapt to customer demands, they are faced with new business challenges.  To take on a cultural change, employee engagement and technology decisions to further customer...Read More

A few years ago, surveys were the only source of customer feedback used to support a company’s Voice of the Customer (VoC) efforts.  Fast forward and we’re now at the other end of the spectrum, with a multitude of services and products to collect and analyze VoC.  In...Read More

There is no denying that consumers are in charge of the way business is conducted today. Customer expectations, buying habits and communications channels are shifting the development of marketing strategies. Therefore, to remain competitive, organizations today must know and understand their...Read More

There’s no disputing the fact that executive sponsorship is key to driving the success of customer experience programs. While an effective customer experience program is “owned” at every level of the organization, employees often look to executives to gauge their support and...Read More

As we see the end of 2014 and the beginning of a new year, many of us are involved in 2015 strategic planning activities.  For those customer experience professionals who are tasked with how to build deeper customer relationships, the primary goals will include ways to go beyond optimizing...Read More

Exceptional Employee Engagement: A Q&A with SykesRead More

This month, we not only celebrate Customer Service Week, but also an annual Customer Experience Day. Given our industry, these “holidays” give us a great excuse to pause and acknowledge the professionals and organizations that make efforts to improve customer interactions and business...Read More

In Part 1 of this blog I highlighted some important ways I’ve observed today’s leading organizations move toward driving customer engagement, including omnichannel customer experience and more personalized interactions with customers. In this second part of the post, I want...Read More

The Maturation of Customer Experience – Observations from Customer ConversationsRead More

This year, more than ever, I am struck by what seems to be a true transition for customer experience professionals as they move toward driving customer engagement. In a pair of blog posts I will outline some significant ways I’ve observed leading organizations and customer experience...Read More

How do you find long-term, loyal customers? By addressing specifically what your customers are saying. Many organizations want to build successful voice of the customer programs to increase loyalty but aren't sure what steps to take to make it happen. Verint's Nancy Porte, vice president,...Read More

Best Practices for Leading Change Across Your Customer Experience OrganizationWhen asked about your career, how do you respond – do you manage a program or do you lead change? The success of your loyalty or customer experience program could depend upon your answer to that question.Being...Read More

How Prioritizing Customer Experience Can Help Every Business Get AheadThe companies who regularly top the charts for customer satisfaction all have something in common. They consistently deliver superior experience, which is baked into their corporate strategy. These companies don’t rest on...Read More

‘Tis the season of giving! While it may not fit nicely into a box with a big red bow, the best present a business can give is to provide the products and services that customers need –delivered and packaged in the way they want it.  However, in order to provide a superior...Read More

More businesses are starting to understand that employee satisfaction has a direct correlation to happy and unhappy customers, and it can have a significant impact on the success of a company. In fact, a January 2013 Temkin Group report[1] reveals, “Employee engagement has increased over...Read More

Gathering the knowledge and insight required to be a customer-centric organization is challenging and, oftentimes, daunting. However, knowing what makes customers tick is a competitive differentiator that sets true customer experience champions apart. What you may not realize is that you...Read More

*This is reposted from http://www.verint.com/verint-blog/ The Customer Experience Professionals Association (CXPA) annual Member Insight Exchange kicks off today in San Diego, California at the Hotel del Coronado. Our keynote speaker this afternoon is Jeanne Bliss, president of the consulting...Read More

Voice of the Customer (VoC) is a market research technique used to capture customers’ expectations, preferences and aversions. Driven by today’s need to create actionable insight out of data, VoC has converged with business process improvement and change management to create...Read More

By Nancy Porte, VP of Customer Experience, Verint® Systems*This is reposted from http://www.verint.com/verint-blog/ This week I had the pleasure of hosting a webinar presented by Harley Manning, Vice President and Research Director, Forrester Research. Harley leads Forrester’s team of...Read More

According to a 2010 study conducted by Vovici, Americans are delivered more than seven billion surveys per year. Of these, 2.6 billion actually get completed. And, if you listen to recent expert opinions, that number decreases every year. Why? Because, customers are asked for feedback at every...Read More

According to a 2010 study conducted by Vovici, Americans are delivered more than seven billion surveys per year. Of these, 2.6 billion actually get completed. And, if you listen to recent expert opinions, that number decreases every year. Why? Because, customers are asked for feedback at every...Read More

A new year often translates into new opportunities for customer experience (CX). The following highlights the trends that Verint is seeing, in addition to the advancements and changes it expects from the customer service industry in the coming months.Multichannel Trends With mobile and social...Read More

Over surveying is a leading cause of declining response rates.  Yet, today’s consumers are inundated with requests for feedback through email, texts, IVR, SMS and social media.  During a recent webinar Mike Clarkin, Global Vice President of Strategy and Marketing at Sykes...Read More

Having a personal history of avoiding large crowds, I have never taken part in the Black Friday shopping frenzy. But all that changed this year. My daughter works at American Eagle Outfitters during school breaks, and thought it would be fun if we worked together on Black Friday. Her manager...Read More

Viewpoint Construction Software: A look at how an annual customer survey, paired with a centralized database helps Viewpoint Construction Software identify important customer-focused initiatives. With over 35 years of experience in the construction industry, Viewpoint Construction Software...Read More

Just upgrading a touchpoint is so 2016. Comparing current and desired experiences is a good foundation for a CX plan.Much has been written about how to develop a customer journey map. It’s a popular topic, and many professionals across different experience areas have put their own spin on...Read More

We all want to see constant improvement, but what do you do when customer satisfaction flat lines?   The dreaded customer satisfaction (CSAT) plateau. It happens to every organization. After beginning our customer experience program, we enjoyed watching the satisfaction metric...Read More

In Part 1 of this blog I highlighted some important ways I’ve observed today’s leading organizations move toward driving customer engagement, including omnichannel customer experience and more personalized interactions with customers. In this second part of the post, I want...Read More

This year, more than ever, I am struck by what seems to be a true transition for customer experience professionals as they move toward driving customer engagement. In a pair of blog posts I will outline some significant ways I’ve observed leading organizations and customer experience...Read More

How do you find long-term, loyal customers? By addressing specifically what your customers are saying. Many organizations want to build successful voice of the customer programs to increase loyalty but aren't sure what steps to take to make it happen. Verint's Nancy Porte, vice president,...Read More

*This is reposted from http://www.verint.com/verint-blog/ The Customer Experience Professionals Association (CXPA) annual Member Insight Exchange kicks off today in San Diego, California at the Hotel del Coronado. Our keynote speaker this afternoon is Jeanne Bliss, president of the consulting...Read More

By Nancy Porte, VP of Customer Experience, Verint® Systems*This is reposted from http://www.verint.com/verint-blog/ This week I had the pleasure of hosting a webinar presented by Harley Manning, Vice President and Research Director, Forrester Research. Harley leads Forrester’s team of...Read More

A new year often translates into new opportunities for customer experience (CX). The following highlights the trends that Verint is seeing, in addition to the advancements and changes it expects from the customer service industry in the coming months.Multichannel Trends With mobile and social...Read More

Over surveying is a leading cause of declining response rates.  Yet, today’s consumers are inundated with requests for feedback through email, texts, IVR, SMS and social media.  During a recent webinar Mike Clarkin, Global Vice President of Strategy and Marketing at Sykes...Read More

Having a personal history of avoiding large crowds, I have never taken part in the Black Friday shopping frenzy. But all that changed this year. My daughter works at American Eagle Outfitters during school breaks, and thought it would be fun if we worked together on Black Friday. Her manager...Read More

With the holiday spirit upon us, there is more emphasis on consumer behaviors and drivers. However, as we look towards 2016, I find myself thinking about the fact that at the end of each day, aren’t we are all just human?  By this, I mean that we’re all driven by the same...Read More

Digital transformation is a reoccurring theme in today’s business environment. As companies work tirelessly to adapt to customer demands, they are faced with new business challenges.  To take on a cultural change, employee engagement and technology decisions to further customer...Read More

A few years ago, surveys were the only source of customer feedback used to support a company’s Voice of the Customer (VoC) efforts.  Fast forward and we’re now at the other end of the spectrum, with a multitude of services and products to collect and analyze VoC.  In...Read More

There is no denying that consumers are in charge of the way business is conducted today. Customer expectations, buying habits and communications channels are shifting the development of marketing strategies. Therefore, to remain competitive, organizations today must know and understand their...Read More

There’s no disputing the fact that executive sponsorship is key to driving the success of customer experience programs. While an effective customer experience program is “owned” at every level of the organization, employees often look to executives to gauge their support and...Read More

As we see the end of 2014 and the beginning of a new year, many of us are involved in 2015 strategic planning activities.  For those customer experience professionals who are tasked with how to build deeper customer relationships, the primary goals will include ways to go beyond optimizing...Read More

This month, we not only celebrate Customer Service Week, but also an annual Customer Experience Day. Given our industry, these “holidays” give us a great excuse to pause and acknowledge the professionals and organizations that make efforts to improve customer interactions and business...Read More

Best Practices for Leading Change Across Your Customer Experience OrganizationWhen asked about your career, how do you respond – do you manage a program or do you lead change? The success of your loyalty or customer experience program could depend upon your answer to that question.Being...Read More

How Prioritizing Customer Experience Can Help Every Business Get AheadThe companies who regularly top the charts for customer satisfaction all have something in common. They consistently deliver superior experience, which is baked into their corporate strategy. These companies don’t rest on...Read More

‘Tis the season of giving! While it may not fit nicely into a box with a big red bow, the best present a business can give is to provide the products and services that customers need –delivered and packaged in the way they want it.  However, in order to provide a superior...Read More

More businesses are starting to understand that employee satisfaction has a direct correlation to happy and unhappy customers, and it can have a significant impact on the success of a company. In fact, a January 2013 Temkin Group report[1] reveals, “Employee engagement has increased over...Read More

Gathering the knowledge and insight required to be a customer-centric organization is challenging and, oftentimes, daunting. However, knowing what makes customers tick is a competitive differentiator that sets true customer experience champions apart. What you may not realize is that you...Read More

According to a 2010 study conducted by Vovici, Americans are delivered more than seven billion surveys per year. Of these, 2.6 billion actually get completed. And, if you listen to recent expert opinions, that number decreases every year. Why? Because, customers are asked for feedback at every...Read More

Viewpoint Construction Software: A look at how an annual customer survey, paired with a centralized database helps Viewpoint Construction Software identify important customer-focused initiatives. With over 35 years of experience in the construction industry, Viewpoint Construction Software...Read More

With the holiday spirit upon us, there is more emphasis on consumer behaviors and drivers. However, as we look towards 2016, I find myself thinking about the fact that at the end of each day, aren’t we are all just human?  By this, I mean that we’re all driven by the same...Read More

Exceptional Employee Engagement: A Q&A with SykesRead More

The Maturation of Customer Experience – Observations from Customer ConversationsRead More

Voice of the Customer (VoC) is a market research technique used to capture customers’ expectations, preferences and aversions. Driven by today’s need to create actionable insight out of data, VoC has converged with business process improvement and change management to create...Read More

According to a 2010 study conducted by Vovici, Americans are delivered more than seven billion surveys per year. Of these, 2.6 billion actually get completed. And, if you listen to recent expert opinions, that number decreases every year. Why? Because, customers are asked for feedback at every...Read More