InMoment XI

OCTOBER 24, 2024

A customer engagement platform is a tool that allows businesses to interact with customers on different platforms, all in one place. Customer engagement platforms consolidate customer data into one location and provide tools to engage customers consistently and personally, regardless of how they interact with your business.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

BlueOcean

JUNE 26, 2018

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. Paul has earned acclaim for his exceptional management skills in the hospitality field – particularly his ability to generate loyalty with both staff and guests. Empathy is key.

Customer Service 353

Customer Service Contact Center Hospitality Hotels 353

InMoment XI

OCTOBER 31, 2024

You can measure AES by surveying agents on how much effort they have to put into customer interactions. Offer multiple interaction channels to customers so they don’t have to rely on calls alone. Average Time in Queue (ATQ) ATQ measures the average wait time customers experience before connecting with an agent.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

InMoment XI

DECEMBER 17, 2024

A customer experience manager determines, implements, and refines the customer experience strategy to ensure that all customer interactions with a company are seamless, satisfying, and aligned with the organizations values. Supercharge Post-Service Customer Interactions 85% of your data is unstructured. AI unlocks 100% of it.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

DECEMBER 10, 2024

It leverages CX integrations to connect and collect feedback from every channel, making it easier to act on. Encourage Long-Term Engagement Engagement is crucial to keeping customers connected to your brand. Regular interactions remind customers of the value you offer and encourage long-term loyalty.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

InMoment XI

OCTOBER 17, 2024

What are they hoping to accomplish by interacting with your business? Is there anything additional you’d like to share regarding your interaction with our business/product/service/? If prospects or existing customers have previously interacted with your competitors, you gain useful context into how you can make yourself stand out.

Feedback 195

Feedback Insights Customers Banking 195

Retently

NOVEMBER 29, 2024

Think about it: from the moment you meet, every glance, every word, and every interaction paints a picture. It’s where curiosity turns into connection – or, if you’re not careful, disinterest. Each stage of the customer journey requires targeted questions that align with the interaction. First impressions in business?

Events 120

Events Feedback Interaction E-support 120

InMoment XI

NOVEMBER 13, 2024

Here are the key steps for using data analysis to predict churn: Collect and Prepare Data Select and Train a Model Analyze Predictive Patterns Take Proactive Action Collect and Prepare Data Consider diverse data sources that capture customer interactions and behaviors. Begin by analyzing key indicators within your model’s output.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

InMoment XI

JANUARY 17, 2024

In the dynamic world of hospitality, the ability to manage and enhance the guest experience often spells the difference between those who win and those who get left behind. With travel consumers exposed to seemingly limitless hospitality solutions, providing an exceptional guest experience helps differentiate your brand from competitors.

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

InMoment XI

MAY 14, 2022

We’ve proven—time and again—the direct connection between the meaningful differentiation of these experiences and the success of a brand’s CX objectives, such as willingness to return to, recommend, and, ultimately, promote a business. It’s about how we see ourselves, what we aspire to, our connection with the brand, and our identity.

Brands 370

Brands Loyalty Retail Competitive Advantage 370

BlueOcean

MARCH 3, 2025

Michaels Hospital in Toronto, to discuss how partnerships with service suppliers like outsourced contact centers can impact your business objectives. Its about the people we bring to the table and the people the vendor brings to the table connecting. The only interaction so far is the RFP. Its a two-way street.

Insights 156

Insights Contact Center Culture Customer Journey Mapping 156

Bill Quiseng

MAY 3, 2023

COMMUNICATE with every customer with a smile, eye contact, and polite interaction. Inform each customer transparently and interactively of the product’s or service’s function, liabilities, and advantages to them. Customers have an emotional connection with you. So don’t serve to sell to customers. Serve to WOW them.

Hospitality 167

Hospitality Social Media Loyalty Connections 167

InMoment XI

JUNE 7, 2024

REPORT Hospitality Reputation Benchmarks Report 2024 InMoment’s 2024 Hospitality Online Reputation Benchmarks Report provides a top-level view of the state of reviews today for the hospitality and restaurant industries — and how these reviews reflect the experiences patients want to have.

Hotels 195

Hotels Management Social Media Hospitality 195

InMoment XI

FEBRUARY 2, 2024

Major Hospitality Conglomerate Masters The Art of Engagement At the heart of one of the biggest dining, entertainment, and hospitality conglomerates in the nation lies a balanced approach to customer feedback: they’ve mastered the art of both reactive and proactive engagement.

Hospitality 195

Hospitality Call Center Retail NPS 195

Experience Investigators by 360Connext

OCTOBER 3, 2023

These tools can also identify key themes or trends across huge volumes of interactions. Text analysis is relatively easy to implement so you can start analyzing feedback and information from all sorts of sources, including surveys, interviews, focus groups, social media, and your customer service interactions.

Feedback 270

Feedback Social Media Hospitality Hotels 270

Experience Investigators by 360Connext

MARCH 16, 2015

Our Chief Customer Experience Investigator™ Jeannie Walters is in Austin gathering evidence from South By Southwest Interactive. Here’s a bit of what we have going on this month: Undercover at SXSW. What will she bring back with her in the CXI® Evidence bag? More Posts - Website Follow Me: The post March Madness!

Events 223

Events Customer Experience Webinar Telecommunications 223

Customer Bliss

JUNE 20, 2017

Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience. Much of Jackie’s background was in the luxury hospitality industry. Teams were now more connected to what was going on.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

ENGAGE.cx

SEPTEMBER 23, 2015

The associate on the phone recognizes you by name as soon as you are connected, and she knows about your room preferences and the 10% offer you’ve already been extended. The beauty of a guest value index is that it focuses hospitality companies on enhancing guest experience, rather than the sales cycle. for free today. for free today.

Guest Experience 72

Guest Experience Hospitality Hotels B2C 72

Customer Bliss

OCTOBER 9, 2018

Jude Children’s Research Hospital , where I gave a keynote to their team. Connecting to saving children’s lives. Jude Children’s Research Hospital, visit stjude.org. . I hope you had a fantastic CX Day last week! I was on the road, so I celebrated with my good friend Martin Hand , chief donor officer of St.

Hospitality 111

Hospitality Airlines Contact Center Customer Experience 111

Up Your Service

MAY 3, 2017

This post makes the same point, but for the travel and hospitality – one of the most traditional “service” industries on the planet. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. By David Harrington. The rise of white-glove customer service.

Hospitality 74

Hospitality Travel Brands Airlines 74

CSM Magazine

FEBRUARY 6, 2025

Networking Opportunities: Programs featuring connections with alumni in industries known for customer service (like retail, hospitality, or healthcare) can provide career advantages. They emphasize hospitality management, making this program ideal for those pursuing customer service in sectors demanding exceptional attention to detail.

Customer Centricity 52

Customer Centricity Leadership Hospitality Healthcare 52

CSM Magazine

JANUARY 2, 2025

That moment of connection isnt just niceits powerful. Understanding Empathy in Customer Support Empathy is more than a buzzword in customer supportits the foundation of meaningful interactions. It transforms standard interactions into human connections, fostering trust and loyalty. Lets break it down further.

Culture 52

Culture Healthcare Connections Interaction 52

InMoment XI

OCTOBER 3, 2024

Personalization helps create a deeper connection with customers by showing that your organization cares about their individual needs and preferences. This makes customers feel more connected to your organization. Personalize the Guest Experience Personalization is especially important in the hospitality industry.

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195

CSM Magazine

JANUARY 2, 2025

That moment of connection isnt just niceits powerful. Understanding Empathy in Customer Support Empathy is more than a buzzword in customer supportits the foundation of meaningful interactions. It transforms standard interactions into human connections, fostering trust and loyalty. Lets break it down further.

Culture 52

Culture Healthcare Connections Interaction 52

Kayako

MARCH 21, 2017

Every interaction we have with our customer influences whether or not they will return. This is why I connected with some fellow support leaders, Andrea Saez , Head of Customer Success at ProdPad , Eva Casado de Amezua , Director of Customer Support at Typeform , and Shaun Van Weelden , Success Engineer at Engagio. Damon Richards.

Interaction 103

Interaction Customers Innovation Feedback 103

Bill Quiseng

APRIL 18, 2021

When I say social media is bad for customer service, it is because, for retail, hospitality, healthcare, and other bricks-and-mortar customer service positions, it has created a pool of candidates who are lacking in the social skills to connect with and please customers. The other 330 have ignored them – and they are OK with that!

Social Media 167

Social Media Customer Service 2025 Customers 167

CSM Magazine

MARCH 19, 2025

The world is becoming more and more globalized such that businesses are now interacting with customers from all corners of the globe more prominently. Registered users benefit from personalized translation memory, meaning frequently used terms and corrections are automatically applied, ensuring greater consistency in customer interactions.

E Commerce 59

E Commerce E-support 2030 Competitive Advantage 59

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. She is also an experienced National Account Manager with a demonstrated history of working in the hospitality industry.

2023 207

2023 Contact Center Leadership Hospitality 207

Avaya

MARCH 13, 2017

We especially see this in one of today’s most customer-centric industries: hospitality. This is a serious issue, considering that the hospitality industry is coming off five consecutive years of employee turnover rate increases. The answer has a lot to do with front office operations (or, more accurately, lack thereof).

Hospitality 56

Hospitality Innovation Hotels Guest Experience 56

CSM Magazine

FEBRUARY 6, 2025

When staff disengage, interactions may become transactional and robotic, leaving customers dissatisfied. Higher Response Times Customer service requires agility and responsiveness, especially in industries like retail and hospitality, where customer inquiries are time-sensitive.

Customer Service 52

Customer Service Hospitality Culture Customer Satisfaction 52

BlueOcean

MARCH 30, 2018

Michael’s Hospital in Toronto, Ontario, we discussed how securing long-term partnerships with service suppliers like outsourced contact centers can impact your overall business objectives. It’s about the people we bring to the table and the people the vendor brings to the table connecting. The only interaction so far is the RFP.

Insights 184

Insights Contact Center Hospitality Culture 184

BirdEye

JANUARY 24, 2025

It's about building real connections and driving strong social media engagement. Therefore, hotels must do more than exist on these channelsthey need a tailored approach to connect with guests, build trust, and showcase their unique selling points. Bottom Line Up Front Successful hotel marketing isn't just about showing up.

Social Media 52

Social Media Hotels Marketing Travel 52

CSM Magazine

DECEMBER 6, 2022

There are several benefits to outsourcing customer service in the hospitality industry. Read on to learn more about the benefits of outsourcing customer service in the hospitality industry. Hospitality businesses need to focus on delivering high-quality service to their customers in order to keep them satisfied and coming back.

Hospitality 52

Hospitality Customer Service Hotels Books 52

CSM Magazine

JANUARY 3, 2025

Instead, they operate on a global scale, interacting with customers from diverse linguistic and cultural backgrounds. AI-driven tools improve efficiency, accuracy, and scalability, enabling companies to handle multilingual interactions seamlessly. Businesses are no longer confined to local or regional markets.

2025 52

2025 E-support Customer Satisfaction E Commerce 52

InMoment XI

APRIL 3, 2024

The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

InMoment XI

OCTOBER 4, 2024

It’s a journey encompassing every point of interaction with your brand, from the initial awareness to leaving an online review. Customer Experience (CX) is the overall perception someone has of your brand based on their thoughts and feelings after each interaction with your business. It enables continuous improvement.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

Myra Golden

DECEMBER 5, 2018

When Eli, a twenty-something lively man from New York with toasted-almond skin and tinted glasses entered my dad’s hospital room, he changed the atmosphere. I caught myself staring at the interaction between my dad and Eli with my mouth literally frozen open. Personal Connection is Intentional. People Over Tasks.

Connections 69

Connections Travel Hospitality Culture 69