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“A complete disappointment!” “A waste of time!” “Truly painful!” These are the phrases customers often use when describing their experiences with upgrading or consolidating to a new, fluid enterprise system.

Desire, loyalty, touch-points, reputation... This week’s CX Buzz is full of those industry buzz-words. But that doesn’t detract from the importance of some of the best customer experience content on the web this week. Especially the call from CX queen Jeanne Bliss, calling on you to consider changing the word “loyalty” to “desire.” Read on..

For any business the ability to see into the future is something they would probably pay millions for. To know the future wants and needs of their customers would be priceless. Now Mycustomer and NICE Systems have teamed up to create a window into the Customer Experience future.

Speech analytics and reporting are critical for understanding the effectiveness of your customer success team. However, many organizations still don’t have a concerted plan in place for gathering and analyzing data and benchmarking success utilizing speech analytics. Check out these 5 steps below to get started with your own call center speech analytics program. Form Your Analytics Team:...

It seems everyone’s talking about Digital Transformation. In fact many reports indicate that digital transformation is now a top priority for executives worldwide. But this buzz phrase is still unclear to many. To keep it simple let’s define Digital Transformation to be the change organizations need to make in order to raise to the expectations of digital age customers.

Last time, we discussed ways to overcome the pitfalls and challenges of accurately detecting a customer complaint. But we also noted that detection is just the start. You need to follow through; making sure the complaint is handled correctly all the way to its (hopefully successful) resolution.

It’s funny how popular things fall out of fashion just to trend again at some later point. For example, skinny or “ripped” jeans were very fashionable in the 80’s. Popular TV shows, big hair bands, Madonna and other artists, all created a phenomenon with those types of jeans. Moving into the 90’s and early 2000’s, the trend...