Blog

Voice of the Customer is a hot topic at companies looking to become more customer-centric or improve their customer experience. For many, this term has become synonymous with customer feedback surveys, but that’s not exactly true. Voice of the Customer is a multi-faceted process to learn more about your customers. What do they want? What do they...

Customer service organizations have always been in a continuous struggle to respond to the ever-changing landscape of customer expectations. No other industry has had to adapt and evolve more quickly to the new era of the empowered consumer, the growing number of communication channels and the challenges of the new millennial employee. And the contact center, with its special position, seated at the crossroads of customers, channel and employees, has been leading the customer service evolution for decades

Yesterday it was announced that NICE CXone has agreed to be acquired by NICE, the worldwide leading provider of software solutions that enable organizations to take the next best action in order to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. This acquisition ushers in a new era in customer...

Lots of CX Buzz favourites this week, including; Annette Franz in Business2Community.com on the six domains of CX performance; Roy Atkinson [Sparkcentral] with his “Missing Link for Great CX;” Ian J. Golding’s head nodding piece on transparent CX; Pierre DeBois in CMSWire.com on Hackathons as a means to better CX;

Today I would like to talk about script scheduling and how to safely configure scripts to be run using the continuous schedule type. First, we will need to understand how the continuous script schedule type works. One very important aspect is how the script is handled by the system and how the system runs the script you have...

As marketers we face daily challenges; how to get CX right for the multidevice consumer [CMO.com]; how B2B companies can focus on CX and not their brand [Skyword.com]; Are you really listening to your customers or do you just think you are [Customerthink.com]. It’s never ending, but thank goodness we have brilliant content publishing sites and thought leaders, like Mindi Chahal [MarketingWeek.com] and Josh Steimle [Joshsteimle.com], to help us through this mire. This and more in this week’s CMO Perspectives. Enjoy!

Net Promoter Score (NPS ®) Across Various Industries, Aspects of the Customer Journey. Constantly assessing the marketplace to ensure both its technologies and recommended processes align with the specific needs and goals of its client base, NICE has taken a particular interest in benchmarking Net Promoter Score (NPS) among the industries it serves, as it applies to both overall customer experience and specific aspects of the customer journey.