InMoment XI

OCTOBER 28, 2021

In my last post, we discussed the difference between interactions, engagement, and customer experience. I often talk about customer experience lying at the intersection of communications, operations, technology, and employees. You heard me right: not one department owns the customer experience—it’s every department!

Airlines 370

Airlines Government Webinar ROI 370

CSM Magazine

NOVEMBER 13, 2024

Business Systems Ltd , an industry expert in digital communications solutions, and teneo.ai – the AI-driven contact centre platform – are joining forces to present a webinar that focuses on ‘Five Signs Your Contact Centre Needs to Go Digital-First.’ The webinar is taking place on 19 November 2024 at 14:30 GMT.

Webinar 52

Webinar 2024 Roadmap Customer Satisfaction 52

Experience Investigators by 360Connext

MAY 20, 2015

This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. Customer-centric Culture & Communications. It’s HR and communications executives who understand they have a culture that ignores the customer. And much of that culture starts with communication.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Beyond Philosophy

SEPTEMBER 11, 2017

Effective communication is the lifeblood of any relationship, whether it’s between individuals, informal groups, within companies, between leaders and the people they govern, and, of course, between companies and their customers. Email marketing is good? 1 – Understand your customer.

Communication 153

Communication Social Media Omnichannel Advertising 153

Comm100

OCTOBER 13, 2024

The gaming industry is evolving rapidly, and staying ahead requires more than just keeping up with the latest games—it means adapting to how players interact with brands and each other. New Communication Channels Continue to Gain Popularity Third-party apps like Telegram now let players set up bots and customize how they use these apps.

Webinar 52

Webinar Insights Demo 2024 52

InMoment XI

FEBRUARY 24, 2022

So how should a CX practitioner go about bridging that gap in communication? So how do you get executives to see and empathize with the customers they don’t interact with on a daily basis? The former is interested in counting dollars and profitability and the latter with measuring metrics. Stories, stories, stories.

ROI 370

ROI Metrics Presentation Webinar 370

GetFeedback

JULY 19, 2019

In life, each of us interacts with people who think we’re the greatest thing ever or the least impressive thing they’ve ever seen. In our daily interactions, we get feedback — some subtle, some not-so-subtle—that indicates what people think of us and whether or not they agree with our dress choices or driving decisions.

Social Media 262

Social Media Webinar Feedback Books 262

InMoment XI

OCTOBER 10, 2024

Social media usage is growing every year, and the rate at which consumers are using social media to interact with brands is increasing with it. Social media management is important because social media is one of the main ways that consumers interact with your brand. However, industries such as communications and media allocated 23.9%

Social Media 195

Social Media Management 2024 Multi-Channel 195

Experience Investigators by 360Connext

JUNE 1, 2015

Our CEO Jeannie Walters spoke about the importance of establishing core values and communicating them throughout the organization. Did you miss the webinar? Core value #6 is communicated to everyone who sees, touches, and interacts with the package. Coincidence?) So I had to snap a picture and share! It’s free!).

Brands 234

Brands 2015 Roadmap Retail 234

Gainsight

MARCH 25, 2020

Amidst all this, some companies are doing a great job of communicating with their customers, their employees and their families, and their investors with respect to COVID-19 and its impact on all of them. What can we learn from Arne and other companies in communicating with our customers? security crises (e.g.,

Communication 143

Communication Fashion Financial Hospitality 143

Beyond Philosophy

NOVEMBER 27, 2017

Everyone interacts with customers. From senior management to “back office” staff, Natural companies believe everyone should interact with customers and have channels for this interaction to occur. Everyone interacts with customers, a lot. Most companies do not devote the same resources to customer interaction.

Customer Centricity 160

Customer Centricity Leadership Consulting Culture 160

CSM Magazine

JANUARY 28, 2025

Whether delivered through an online knowledge base , interactive webinars, or in-platform tutorials, customer education ensures your users not only understand your offering but also develop a deeper connection to your brand. How Does Customer Education Work? How Can Customer Education Benefit Your Business?

Loyalty 52

Loyalty Apparel Webinar Workshop 52

Beyond Philosophy

OCTOBER 9, 2017

Here’s how it goes: Stimulus : The organization encourages the customer through interaction, or, in other words, they do something. Response : Then, the customer reacts to this interaction, i.e., he or she feels something about what the organization did. For example: The customer trusts the organization to communicate to him.

Webinar 145

Webinar Books Consulting Interaction 145

Experience Investigators by 360Connext

MAY 11, 2021

After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. The strategy defines and communicates customer experience across your organization and aligns customer experience goals with larger organizational goals. It doesn’t happen by accident. It happens by design.

Customer Experience Management 291

Customer Experience Management Customer Experience Management Government 291

Experience Investigators by 360Connext

JUNE 22, 2021

Is a customer more likely to drift away after 1 year, 2 years or after a significant change in their life or in the way they interact with the product? . Ask for input – don’t just offer training or webinars that are solely product-centered. Are they asking for follow-up communication or training and not getting it?

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

CSM Magazine

DECEMBER 9, 2024

These pressing industry challenges and more – lie at the heart of an upcoming webinar being hosted by our team at Sabio Group, supported by our partner Avaya , on Thursday, December 12th. Our upcoming webinar is about helping businesses navigate between these two extremes and find a path that actually delivers results.

Webinar 52

Webinar Average Handle Time Customer Satisfaction Roadmap 52

Experience Investigators by 360Connext

NOVEMBER 10, 2020

We’re headed into the final weeks of one of the strangest years: A global pandemic shifted how we worked, socialized, interacted and communicated. These new and changing needs have driven organizations to invent new ways to create, communicate, and deliver on those expectations. Families dealt with loss and illness.

2020 190

2020 Customer Experience Chief Customer Officer Communication 190

GetFeedback

SEPTEMBER 24, 2019

Marketers are usually tasked with brand building, lead generation, and customer communications. For example, AI-powered speech analytics can help analyze sales interactions to highlight improvement opportunities like reps talking too much or discussing pricing too early in the call. Check out the full webinar recording here.

ROI 150

ROI Webinar Sales Loyalty 150

Beyond Philosophy

JUNE 22, 2017

It is critical to consider the “anatomy” of an interaction in a Customer Experience. The sheer number of things that occur in an interaction at the same time can seem astonishing. Understanding what happens when your team interacts with a customer and why it is an essential element to taking your Customer Experience to the next level.

Books 161

Books 2016 2017 Interaction 161

InMoment XI

OCTOBER 24, 2023

Contact center analytics are akin to a master storyteller, weaving tales from myriad data points and interactions. It’s the pulse of customer interactions, the rhythm of agent responses, and the melody of operational flows. Each of these interactions leaves behind a trail of data. What Are Speech Analytics?

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

Alida

SEPTEMBER 20, 2018

In a recent webinar , Annette shared a step-by-step process to creating a CX strategy that’s rooted in customer understanding. We received many questions from the webinar—some of which we didn’t get to. Learn what you can about the company, the products, how customers interact with the business, what their pain points are, etc.

Insights 200

Insights Customer Journey Mapping Webinar Customer Journey 200

Interactions

JANUARY 26, 2023

The telephone is still a popular customer service and support channel, but unstructured voice communications present security risks and compliance challenges, particularly in a work-from-home (WFH) environment. To learn more about how Interactions Trustera keeps sensitive customer data safe, check out our webinar.

Interaction 62

Interaction Customer Service Contact Center Social Media 62

InMoment XI

SEPTEMBER 14, 2023

Authenticity should not just be a buzzword but a core value that informs all your interactions with customers. Training programs can be enhanced with guidelines on managing customer interactions, both online and offline. Avoid these mistakes by training your customer service team in empathetic communication and problem-solving.

Brands 195

Brands Management Social Media Feedback 195

Totango

JUNE 21, 2023

This cross-functional alignment was a key topic at the recent TSIA World: Interact conference , where leaders across functions emphasized the need for these departments to work together to unlock new growth opportunities​. This approach reduces the learning curve for users, thereby promoting quicker and higher product adoption rates.

Communication 89

Communication Customer Success Customer Journey Webinar 89

CSM Magazine

MARCH 5, 2025

Personalized Communication Matters A personal approach stands as the most powerful method to express gratitude. A lasting positive impression stems from sending customized email communications and handwritten messages together with periodic phone calls which demonstrate genuine interest.

Financial 52

Financial Seminar Events Presentation 52

InMoment XI

OCTOBER 10, 2023

By accurately measuring these metrics, businesses can transform their customer interactions, fostering loyalty and driving revenue. Because they translate the intangible aspects of customer interactions into tangible data. In the vast ocean of customer interactions, it’s easy for businesses to lose their way.

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

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. I’ve seen all sorts of maps work: Interactive, shared journey maps are available via many of the tools like UXpressia and CX Workout.

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

customer sure

JANUARY 20, 2025

Personalisation at Scale: Meeting Customers Where They Are Gone are the days of one-size-fits-all customer interactions. Personalised communications dont solve the problem completely, but they can play a part in demonstrating authenticity and increasing trust. Discover how to measure the ROI of CX in our webinars and guides.

2025 62

2025 Net Promoter Score ROI Customer Centricity 62

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. So many, in fact, that I didn’t have time to answer them all on the webinar itself. These two functions are related in that they’re both focused on creating more effective customer interactions.

Webinar 83

Webinar Management Touchpoint Telecommunications 83

Beyond Philosophy

OCTOBER 17, 2016

However, we find two common problems: Few organizations train employees to manage the emotional aspects of a customer interaction. Empathy training shows employees the verbal and nonverbal communication customer’s use and how to acknowledge it. It requires skills training in empathy and designing policies favoring employee empowerment.

Loyalty 167

Loyalty Books 2016 Consulting 167

ChurnZero

MARCH 7, 2025

Lightweight community software works well when focused on specific areas like social interactions, events, or forum discussions. 3: Best-in-class community software. The most robust approach for building a customer community provides fully branded community experiences. 5: Personalize, gamify, and engage.

Roadmap 52

Roadmap Competitive Advantage B2B 2024 52

Totango

AUGUST 11, 2022

Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. First, we’ll look at how digital client relationships differ from live interactions and what this implies for SaaS customer relationship management. Forum conversations.

Net Promoter Score 113

Net Promoter Score Social Media Customer Journey Mapping Multi-Channel 113

ChurnZero

APRIL 18, 2024

Ask yourself what was working well in the before-times, when high-touch, low-tech, analog interactions ruled, and make sure to leave room for those tried and tested tactics amidst the new, digital landscape. Resources to dig deeper: 8 SaaS Onboarding Best Practices , How to Streamline Onboarding to Reduce Churn (webinar).

Interaction 52

Interaction Customer Engagement Engagement Webinar 52

Myra Golden

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. This helps communicate value for remote agents. Engage with video.

Customer Service 105

Customer Service Contact Center Customer Service Training Call Center 105

CSM Magazine

OCTOBER 24, 2024

AI powered replenishment – 9% This change reflects an increasing consumer demand for ‘always on’ post-purchase communications. Six in ten (58%) of shoppers would be happy to interact with an AI-powered digital assistant if it meant getting a quicker response to WISMO enquiries.

2025 52

2025 Roadmap Retail 2024 52

SurveySensum

JULY 18, 2024

Did you know the average number of leads any webinar generates is between 500-1000? So, the next time you launch a webinar don’t forget that it has the potential to boost your revenue and extend your customer base. Now, how do you engage with your attendees after the webinar is over? With post-webinar surveys.

Webinar 52

Webinar Demo NPS Feedback 52

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Roy is a prolific writer, speaker, webinar presenter, and podcaster as well as a contact center industry analyst. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251