Blog

The inCloud Marketplace, Community, and API are under development and we look forward to releasing them to you in a few months. In the meantime, here is a sneak peak of things to come. A big thanks to NICE CXone’s Engineering Services team for building the first four inCloud applications:...

In June 2010, Bruce Temkin (customer experience thought leader and Managing Partner of Temkin Group) released an insightful report called "The Four Customer Experience Core Competencies." Mr. Temkin acknowledges that while most companies WANT to be "customer experience" leaders, few understand HOW to make meaningful changes required for sustained differentiation. The report identifies the four (as you...

Have you ever tried to talk to your best friend, neighbor, dad or any other non-call center buddy about ACD, scripting, unifying agent desktops and improving self-service? If you're anything like me and have made that socially awkward mistake, those comments are usually met with blank stares or people just walking away from the conversation altogether. So,...

Over the last five or ten years, organizations have started to take the concept of Customer Experience Management more and more seriously. So what exactly is "Customer Experience Management"? Well … Wikipedia (the ultimate authority in the packaging and distribution of information) defines customer experience as, "the sum of all experiences a customer has with...

Try singing this to the tune of "Twinkle Twinkle Little Star"... Scintillate, scintillate, Lilliputian orb Interrogatively I question your constituent elements In your prodigious altitude above the terrestrial sphere Similar to a carbonaceous isometric octahedral specimen in the celestial firmament Scintillate, scintillate, Lilliputian orb Interrogatively I question your constituent elements. This blog is about the vocabulary that we use each day in our work...

It's amazing what you can achieve in terms of company growth and differentiation through superior customer service. Mariann McDonagh, our CMO, sat in "Hoffman's Hot Seat" with Tom Hoffman from 1to1 Media to talk about how customer service is the key to differentiation in today's rapidly evolving marketplace. If you can't view the podcast in the media...

So if "customer experience" is defined as the sum total of all the interactions that a customer has with the organization, how do you go about measuring it? As a customer you have an emotional gauge that reflects your sentiment toward a product / service (and toward the organization behind it), but it's difficult to put...