Blog

​For service providers, customer experience is the key to success. In fact, Gartner predicts that by 2016, 89% of companies expect to compete mostly on the basis of customer experience. Though CX will be the deciding factor in winning customers, it isn’t always the top priority within the organization. A recent Forrest study actually showed that only 32% of CX professionals said their company consistently considers CX as part of the business decision making.

I’ve been with NICE CXonefor over five years, and in that time we’ve made a lot of investments in people, process, and technology. In addition, we’ve grown our partner, channel, and technology ecosystem by leaps and bounds, enabling our customers to add a broad array of extended capabilities to their contact centers. During this time, we’ve grown to...

​​To ad block or not to ad block, that is Judith Aquino’s [1to1media.com] question. But as she says, only the CX matters and we couldn’t agree more. We also anxiously await the launch of Brian Solis’s new book – X The Experience, when Business Meets Design, only 10 hours to go and counting. Enjoy!

If you are in the customer service industry you probably have heard the terms “multichannel” and “omnichannel”. Commonly used when discussing customer experience, these new buzzwords are often used interchangeably and can be confusing to organizations. By examining and better understanding these terms, we can add clarity and speak to how these impact customer experience.Multichannel The term...

​Ladies and Gentlemen, let me start by sharing a story that we may all be familiar with about 2 back-packing friends who were on a camping adventure. One of them ran into the tent and shouted to his friend that there was a bear running towards them. The other friend quickly started to put on his running shoes. As he started lacing up his shoes, his partner was incredulous and asked how on earth he thought he would be able to outrun the bear.​

​Running a Contact Center is a never-ending race. Managers today are expected to improve customer experience results, increase agent performance and run the business at peak efficiency, and if these super high expectations are not enough, digital savvy customers are also increasing their expectations, demanding higher standards of service. ​

​In this week’s CMO Perspectives, we feature Tony Zambito [customerthink.com] talking about three new perspectives to consider for customer journey mapping. While Tony Bodoh [Linkedin.com/pulse] dares you to try and wait until 2020 for your CX to become your key differentiator, saying, “Don’t wait the future is here.” Enjoy!​