Blog

We just can’t get enough of Shep Hyken at NICE and this week’s CX Buzz is no different. He astounds us with an insightful piece about the need to rename up/cross selling because it has become such a dirty word, misused by too many an opportune salesperson. We also explore the growing trend of the employee experience, brought about by the changing landscape of social recruitment and a need to create more engaging, inspiring and empowering workplaces that can entice the best talent. More in this week’s CX Buzz.

I quite like talking to my family about what I do for a living. Perfecting customer experiences through technology means different things for different people and my father is always an enthusiastic sounding board for how technology impacts the everyday consumer. He’s a retired tech-savvy, iPhone-loving, Quicken-loyal, Dell-proud, HD-crazed man that could easily be misunderstood by his brooding good looks, a silver-fox farmer style and his custom crocodile cowboy boots. But that doesn’t mean he doesn’t have his own opinion about customer service.

ICUC 2015 is fast approaching, and that means we are now accepting nominations for our NICE CXone Mojo Awards! Categories for this year's awards include: Technovation Awarded to a company who has positively impacted its business through creative use of the NICE CXone platform. Customer First Awarded...

Another cyber-attack hits a major brand we all know and many of us frequent. It’s splashed across the headlines, providing the kind of brand awareness no CEO, CTO or CMO ever wants. It’s the kind of headline that sparks fear in every customer that has ever done business with the company in the past.

Those of us who manage contact centers tend to think of the customer experience as something like a short auto trip: You drive from point A to point B, usually taking the shortest path that gets you there quickest. But just like an actual road trip, all sorts of issues occur along the way. You might get a...

From customer service hacks that will save us all effort, to how CMOs don’t really get the challenges their roles face due to changes in technology. This week’s CMO perspectives is jam-packed with interesting pieces from some of the leading blogs, websites and influencers in the customer service industry, read on and enjoy.

Every organization strives to create perfect experiences, putting in place the systems that create the ultimate journey for their customers. However, we all make mistakes and some customers are more lenient than others and care to forgive. Some... just aren’t.