InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. Effective customer experience management helps build and maintain strong, long-term relationships by meeting the needs and expectations of your business customers consistently. What is B2B Customer Experience?

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

InMoment XI

NOVEMBER 26, 2024

This often stems from poor internal communication, outdated technology, or inefficient processes. 71% of organizations say customer journey mapping has successfully persuaded management to invest in CX efforts and fix existing customer problems.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

Experience Investigators by 360Connext

AUGUST 17, 2021

Great CX meetings start with a solid foundation in the form of a CX Charter — a simple document that answers these six questions: What is Our CX Vision? Video] Struggling to Manage CX? This is where having a top-notch project manager as part of the team can really help! So how do you run better CX meetings?

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

BlueOcean

MARCH 24, 2025

Its a dynamic document that, like your partnership, requires time and attention. This should be followed by a clear breakdown of roles within the project: What do the management teams look like on either side of the table? Thats where a formal Statement of Work (SOW) comes into play. Who serves as the primary point of contact?

Contact Center 156

Contact Center Automotive Metrics Roadmap 156

InMoment XI

DECEMBER 16, 2021

These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two. But the critical component often totally missing, or lightly addressed, from all of this material is the definitive linkage and commitment to customers.

Communication 195

Communication Culture Definition Employee Experience 195

BirdEye

JUNE 14, 2023

Communication channels are at the heart of any successful business. Whether it’s building the confidence of a new customer, establishing a better rapport with your staff, or resolving customer complaints , effective communication is essential for business success and growth. Table of contents What are communications channels?

Communication 98

Communication Social Media Document Advertising 98

BlueOcean

MARCH 19, 2024

In this blog post, we’ll explore how to effectively transition your outsourced customer care program and leverage the benefits of using a collaborative cloud-based project management platform along the way. Leverage a cloud-based project management platform to keep the transition on track.

Customer Care 177

Customer Care Document Sports Communication 177

Beyond Philosophy

JUNE 11, 2020

Therefore, managing customers’ perceptions about wait times in your Customer Experience is essential—and a practical way to foster customer-driven growth. As somebody who manages the Customer Experience, you should think about the customer journey and where you make them wait. I was in a Starbucks recently.

Management 161

Management Insurance Document Consulting 161

CSM Magazine

OCTOBER 23, 2024

Baydale Control Systems has taken control of its stock management using a BigChange 6-in-1 system. Specialising in electronic security and fire alarm systems, Baydale moved to the cloud-based solution to improve its client record management, provide visibility of mobile workforce and offer digital certification.

Management 52

Management 2018 2013 Customer Relationship Management 52

Experience Investigators by 360Connext

APRIL 27, 2021

Before jumping into tactics: Know what success looks like and communicate it across the organization. As you address these items, even if it’s with a quick email to another leader, document what you’re finding and what you’re fixing. Make a note and then communicate these quick wins. Personalize your communications.

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

CSM Magazine

NOVEMBER 6, 2024

Every successful project manager knows that a strong project management plan is the cornerstone of delivering exceptional results. Whether you’re seeking a free project plan template or investing in sophisticated project management software, your management plan must prioritize customer satisfaction from day one.

Customer Satisfaction 52

Customer Satisfaction Management Document Roadmap 52

BirdEye

NOVEMBER 18, 2024

Managing multiple properties comes with unique challenges – coordinating maintenance across locations and ensuring consistent tenant satisfaction. As tenant expectations evolve and property portfolios grow, traditional management methods often fall short. But how can property management businesses harness this potential?

Management 52

Management Multi-Channel Social Media Insights 52

Experience Investigators by 360Connext

APRIL 15, 2015

You know, our relationship with Sharon (Sales Manager/Account Manager/All-Around-Dynamo) was awesome. It’s imperative that you invest the time and resources to document and train your new staff to deliver the customer experience as you would. I miss them! We were pals.”. It’s hard to continue without her.”. “I

Social Media 277

Social Media Consulting Banking Blog 277

BlueOcean

FEBRUARY 19, 2025

In this blog post, well explore how to effectively transition your outsourced customer care program and leverage the benefits of using a collaborative cloud-based project management platform along the way. Build your process and your plan with transparency and communication as the cornerstones on which all success will be built.

Customer Care 156

Customer Care Document Communication Blog 156

InMoment XI

JANUARY 10, 2024

An omnichannel contact center is a customer service model that integrates and manages various communication channels in a unified and seamless manner. While both models involve managing customer interactions across various channels, there are distinct differences in their approaches. What is an Omnichannel Contact Center?

Contact Center 195

Contact Center Omnichannel Customer Satisfaction Retail 195

InMoment XI

MAY 31, 2022

“When a manager takes the lead to form a cohesive, customer-centric, interdepartmental team, it not only facilitates learning and accountability throughout the whole company, it can even change company culture for the better.” ” – Jessica Pfeifer, VP & General Manager, InMoment. Define Customer Segments.

Customer Journey Mapping 396

Customer Journey Mapping Customer Journey Net Promoter Score Touchpoint 396

BirdEye

JUNE 29, 2023

Effective customer communication is vital for the success of any business. Companies also communicate with customers to share product updates, resolve complaints, gather feedback, and provide customer service. If that communication breaks down, customer engagement will drop, and they’ll likely take their business elsewhere.

Communication 97

Communication Social Media Customers Touchpoint 97

BlueOcean

MARCH 19, 2024

In this blog post, we’ll explore how to effectively transition your outsourced customer care program and leverage the benefits of using a collaborative cloud-based project management platform along the way. Leverage a cloud-based project management platform to keep the transition on track.

Customer Care 156

Customer Care Document Sports Communication 156

Help Scout

AUGUST 12, 2021

That’s a long time when it comes to the internet, but relatively new as a form of human communication. This article will help you decide on a process for managing social media customer service that best fits your particular business goals, your budget, your team’s resources, and your customers’ experiences.

Social Media 145

Social Media Customer Service Strategies Customer Service Management 145

InMoment XI

MAY 30, 2024

Forrester states, “The XI platform’s strengths include knowledge-based/symbolic AI; genAI-based processes, including pre-processing and post-processing of data; document-level text mining; DevOps and text analytics embedded in other business applications; natural language understanding; and support for all relevant use cases.”

Social Media 195

Social Media 2024 Document Insights 195

Experience Investigators by 360Connext

SEPTEMBER 17, 2014

While this is a specific example, it is typically indicative of how talent management and client communications are handled. It is well documented that it costs much more to gain a new customer than to keep an existing one. Clients see this as a slap in the face and are ready to find the next superstar elsewhere.

Metrics 252

Metrics Customer Experience Social Media Loyalty 252

GetFeedback

JANUARY 19, 2020

One caveat: don’t take this as a model for the only or the right way to document a journey map. Document the customer’s emotional reaction. Use SMS, if the customer has agreed to that method of communication. . Onboarding–Are documentation, training and other resources sufficient? Click here to enlarge map) .

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

Experience Investigators by 360Connext

APRIL 14, 2020

If you are launching a new product or communicating to a new audience, a journey map can help you provide a more seamless experience to customers who need what you offer right now. Start with what you know you can manage. Start with what you can manage. It can be a static document or a robust, interactive experience.

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

BirdEye

DECEMBER 30, 2024

Managing a multi-location mortgage business in today’s fast-paced market requires juggling multiple priorities: client relationships, loan processing, compliance requirements, and team coordination. We launched bots to help with the appraisal process and document setup. This document-heavy mortgage process is ripe for automation.

Multi-Channel 52

Multi-Channel Document Social Media Financial 52

CSM Magazine

NOVEMBER 15, 2024

With Freshdesk , creating and managing knowledge base content is a breeze – quickly spin up FAQs, guides, and tutorials that’ll leave your customers beaming. With its easy-to-use editor and customizable templates, you can ensure consistency and clarity in your support documentation.

Customer Service 52

Customer Service Document Article User Experience 52

BirdEye

DECEMBER 28, 2024

Traditional communication channels often fall short, leaving patients frustrated and uncertain. This blog post explores how AI chatbots transform healthcare communication and provides insights into their potential to reshape patient experiences. Healthcare is complex, time-sensitive, and deeply personal.

Healthcare 52

Healthcare Multi-Channel Insurance Document 52

BirdEye

NOVEMBER 22, 2024

AI tools help real estate reputation management by turning reviews into revenue, converting feedback into leads, and maintaining your brand’s credibility across multiple platforms. Today’s buyers expect instant property information, virtual tours, and seamless communication. You’re not alone.

Marketing 52

Marketing Social Media Multi-Channel Document 52

TechSee

MARCH 7, 2023

Elizabeth has been leading the conversation on how our new connected homes and devices are changing how we live and documenting service evolution for nearly 25 years. Luana Matchett, Product Owner, Vodafone – A 20-year veteran of Vodafone, Luana is the Manager of the Knowledge management team at Vodafone UK.

2023 207

2023 Contact Center Leadership Hospitality 207

CSM Magazine

DECEMBER 3, 2024

Whether you’re managing tickets, tracking metrics, or offering omnichannel support, these Zendesk apps are game-changers. Slack Integration: Real-Time Collaboration Slack is a staple for team communication, and its integration with Zendesk makes collaboration a breeze.

2025 52

2025 Customer Experience Exceptional Customer Service Omnichannel 52

CSM Magazine

OCTOBER 24, 2024

This involves a thorough assessment of the situation, evaluating all relevant documentation, and advising on the best course of action. By engaging in mediation, parties can communicate their grievances in a structured environment, overseen by a neutral third party, which can lead to a satisfactory resolution.

Customer Service 52

Customer Service Document Customers Engagement 52

ShepHyken

DECEMBER 23, 2022

This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. They share their top 5 unified communications predictions for 2023. 2023 will be all about customer lifecycle management (CLM).

2023 75

2023 Communication Contact Center Return on Investment 75

BirdEye

SEPTEMBER 21, 2021

The communication between business and customer is described as customer interactions. While it can be tough to manage every customer inquiry, businesses can deliver great customer experience with the right strategy and the right tools. An important key to effectively connecting with customers is maintaining a communication log.

Interaction 97

Interaction Management Communication Customers 97

GetFeedback

JANUARY 12, 2020

Eventually, as improvements are implemented, they’ll be communicated to employees and customers, thus closing the loop in a different way than simple transactional issues. After VoC, nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). Customer touchpoints vs. journeys.

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

GetFeedback

MAY 13, 2019

Examples of feedback of this type are NPS or CSAT surveys, company questionnaires, or customer meetings set up by Product Management to discuss a potential feature. Do you need a social media management tool? There has to be a decision on what to communicate to your customers and when. Tool selection. ” .

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

CSM Magazine

NOVEMBER 7, 2024

The Benefits of Cross-Department Training for Customer Service Cross-department corporate training breaks down communication barriers that typically slow customer resolution times. Marketing rotations help them understand customer segments and communication preferences. The effects ripple beyond customer interactions.

Customer Service 52

Customer Service Sales Connections Communication 52

TechSee

MAY 9, 2024

AI in customer experience management is transformative. Propagation of Biases: If not meticulously managed, AI can perpetuate existing societal biases found in its training data, leading to potentially unfair customer treatment. Why Use AI for CX?

Document 136

Document Contact Center Interaction Technology 136

TechSee

NOVEMBER 26, 2020

Augmented reality (AR) has many applications in field service management; below we present four practical applications that align with the four main operating models outlined by Gartner. This is especially useful in more complicated scenarios and to capture job-related images that simplify the job verification and documentation process.

Management 109

Management Automotive 2025 Technology 109