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Micah Solomon is a customer service consultant, customer experience keynote speaker and bestselling business author.  Reach him directly at micah@micahsolomon.com or 484-343-5881

It's 2015 and the stakes are high. Gartner believes that by 2016, companies will compete primarily on the customer experiences they deliver and success, this week’s authors claim, is in the details. Tools like customer journey mapping, VoC programs and personalization through customer data analysis can make all the difference in your customer experience efforts, but you have to do them right. Leading customer-experience efforts is an opportunity for CMOs to gain more influence within their companies, according to Gartner, but they need be proactive and "Now is the time." Let us know your thoughts by commenting below, or reach out to us on Twitter: @NICE_CX.

It’s not just you. Competition among companies is getting fiercer and there is more performance pressure on CMOs that ever before. So what can you do? This week’s post offers a few important suggestions. First, customer-centricity is more crucial than ever. Second, CMOs must collaborate with CIOs to integrate new technologies into their business. And third, keep abreast of the latest trends by reading industry blogs like our very own CMO Perspectives. We hope you enjoy these articles. Let us know your thoughts by commenting below, or reach out on Twitter: @NICE_CX

My last blog discussed the importance of delivering an outstanding (or even just good) experience throughout the entire customer journey. As a matter of good business policy, companies should be delivering outstanding service every step of the way and through every touch, but the Consumer Financial Protection Bureau (CFPB) exists to ensure companies treat customers with fairness and integrity.

It’s been only four short months since the greatest week of the year, ICUC 2014! We are still reminiscing on all of the wonderful memories made with each one of our customers, partners and colleagues. Would you like to look back at last year’s conference? Click here to see our ICUC 2014 highlight video. Now that it’s finally 2015,...

Call Center Software - Best practices for managing agent performance is one of the most talked about topics amongst contact center professionals. It just so happens that contact center performance management is among the most misunderstood and undervalued applications in the contact center manager’s toolbox. Many contact center professionals will agree that the application of performance management principles...

Below is a list of the most popular posts on our blog in 2014. Thanks to all of our subscribers, to those who shared the posts they found useful and, most importantly; thanks to the authors and contributors who helped make 2014 the most successful year ever for the NICE CXone blog. If you have not already done so,...