CX Tuesday Monthly Digest, January 2019

Best practical advice from CX industry professionals at Forbes, ICMI, Contact Center Pipeline, Call Centre Helper and other. This month, learn about:

  • New Year’s customer experience related trends at the world’s largest consumer technology event.
  • How Annette Franz of CX Journey Inc sees the future of customer experience and her best advice to customer service leaders.
  • Upcoming Webinar: 5 Ways CX Journey Mapping Can Improve CSAT & NPS Results.
  • Contact Center Challenges & Priorities survey has recently revealed their latest results. This year’s theme is change.
  • Tips shared by CX experts for how the effectiveness of digital customer service can be improved.

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Top 10 Customer Experience Trends To Look For At CES 2019.

By Blake Morgan for Forbes

Technology isn’t everything, but it proves to be the secret sauce of some of today’s most beloved customer experiences. There are products to make our lives easier, improve retail shopping and help brands better connect with consumers. Let’s look at top ten technology applications at CES 2019 that are believed to have huge influence on customer experience.


“Everything a business does is for and about the customer”, says Annette Franz of CX Journey Inc.

By Mike Aoki

My focus for the near future is ensuring that companies successfully design and deliver a better customer experience by first having the key, foundational elements in place. Another thing that I would like to see is the acknowledgement that “it’s all about the customer.”


Contact Center Challenges & Priorities for 2019.

By Lori Bocklund for Contact Center Pipeline

The top half of the challenges is dominated by technology and frontline staff items. The new No. 1 challenge is the desktop tools, and they made a BIG MOVE up the chart. At the same time, there is a significant downward movement for training and for coaching and development while technology items stole the Nos. 2-5 priority positions.


18 Ways to Improve the Effectiveness of Your Digital Customer Service.

By Call Center Helper

Customer experience professionals provided the most effective ways to improve digital customer service.