InMoment XI

FEBRUARY 24, 2022

The challenge is how do you present those metrics in a way that makes executives regard them as crucial data points? but the point is that storytelling connects humans together—and it can do the same with your customers and executives. When you’re presenting a business case, the goal shouldn’t be complexity.

ROI 370

ROI Metrics Presentation Webinar 370

InMoment XI

NOVEMBER 5, 2024

The mapping platform has been growing in popularity amongst businesses ever since the launch of Apple Business Connect. Apple eventually followed suit by launching Apple Business Connect last year. The free tool allows businesses to manage their profiles and connect with customers directly on Apple Maps. Set your location.

2024 195

2024 2026 Connections 2012 195

Experience Investigators by 360Connext

AUGUST 6, 2024

About David Avrin: One of the most in-demand Customer Experience speakers and consultants in the world today, David Avrin, CSP, Global Speaking Fellow, ( www.davidavrin.com ) has shared his content-rich, entertaining and actionable presentations with enthusiastic audiences across North America and in 24 countries around the world.

2024 300

2024 Entertainment Books Culture 300

Experience Investigators by 360Connext

APRIL 7, 2015

Let me present the facts. We flew from Chicago’s O’Hare airport at the end of March with a connecting flight in Dallas and made it Puerto Vallerta without a problem. ” Heck, I’ve been seated on planes when they announce we’re waiting a minute or two for connecting passengers.

Airlines 307

Airlines Customer Experience Travel Books 307

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

InMoment XI

MAY 24, 2022

At the end of the day, we want you to be confident that you gained as much value as possible from the break-out sessions, one-of-a-kind stories, and unique experience programs presented. Form New Connections. With all we have planned, we are confident XI Forum Sydney will do just that. Here are six reasons to attend!

2022 370

2022 Events Entertainment Leadership 370

InMoment XI

JANUARY 9, 2024

Here are some examples of how B2B companies are applying tactics designed to improve the customer experience: CRM platform HubSpot utilizes chatbots to connect with customers and encourage open communication. What are Some B2B Customer Experience Examples? Customization and personalization. Support and service.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

Beyond Philosophy

FEBRUARY 15, 2024

The first practical step is understanding the emotion the present experience evokes before changing anything. Of course, learning about how your present experience evokes emotions doesn’t have to rely on technology. You can move forward with practicalities after choosing an emotion that drives value. Click here.

Connections 88

Connections Loyalty Brands 2005 88

Customer Bliss

SEPTEMBER 27, 2018

Once Lucy collected her feedback, she presented the state of Genesys to leadership by categorizing her findings into three categories: What’s your hill? The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville. What are you looking to climb? Why that hill? CX #CustExp Click To Tweet.

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

InMoment XI

AUGUST 31, 2023

Integrated CX connects critical aspects of a successful customer experience, including: Integrated Signals: Weaving together customer voices and potential customers’ perspectives throughout the entire customer journey, including surveys, chats, reviews, calls, and more. Hear what our delegates had to say about last years’ event!

2023 195

2023 Workshop 2024 Events 195

Experience Investigators by 360Connext

JANUARY 18, 2022

Help everyone in the organization connect how their role contributes to the customer experience. These should fit into the bigger themes and still be seen as connected to the CX training, not just generic “service training.”. One approach to take is tackling a small part of customer experience each month.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

GetFeedback

NOVEMBER 30, 2018

When replying to any question or inquiry, be conscious of how you are presenting your responses. If the opportunity presents itself, repeat their issue back to them to confirm you understand fully. If applicable, try to connect them to their customer success manager (CSM) to further assist them. Be mindful of your writing style.

Customer Service 236

Customer Service Customers Presentation 2018 236

GetFeedback

APRIL 17, 2019

Also, if they aren’t integrated with a ticketing system already, you may need to connect them with one, since it’s easier for agents to handle multiple channels within one system. You should verify that your channel-supporting tools work properly by providing skilled software support to them. Reason #2: The fear of long case resolution times.

Customer Service 255

Customer Service Multi-Channel Social Media Customers 255

InMoment XI

NOVEMBER 30, 2023

When your brand identity is cohesive and mirrors the values that matter most to your business, it becomes a powerful tool for connecting with consumers on a deeper level. Doing this will help you foster a community around your brand, where customers feel heard, valued, and connected.

Brands 284

Brands Management Multi-Channel Social Media 284

Experience Investigators by 360Connext

MARCH 8, 2021

You can create a learning path for an entire team or cohort, and that could mean a series of live training sessions, homework and group discussions, and whatever else you can present to educate. What incentives and rewards could be connected to CX outcomes. How to build a learning path to support a customer-centric culture! And again….

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

Experience Investigators by 360Connext

DECEMBER 15, 2023

Connect the employee experience to the customer experience in big ways. Engaging others in the act of customer journey mapping through a workshop or presentation is a great way to communicate directly about the customer experience. See how fun it is to connect the CX dots? Share what is next as you improve the journey!

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

CloudCherry

JUNE 13, 2019

The clients’ needs for fast and efficient service are reevaluating the way banks handle their connections and communication with the client. And the most interesting thing is that bank staff, and chatbots can work together in the banking industry to give the best services for the consumers and present more than 100% satisfaction for them.

Banking 267

Banking Engagement Fashion Consumers 267

InMoment XI

MAY 23, 2023

Aegon are certainly delivering on this agenda and are continuing to succeed by connecting people and processes across the entire organisation to achieve shared goals and focus on growth. Keep reading for the top takeaways: 3 Key Takeaways From the Presentation: Takeaway #1: Be BOLD Set out to create a customer-obsessed culture, and get there!

Customer Centricity 195

Customer Centricity Workshop Culture Insurance 195

InMoment XI

JANUARY 20, 2024

Conversational AI tools can help retailers deliver seamless, connected interactions. AI Presents Retailers With New Challenges AI is improving the way retailers interact with their customers. However, AI does present some unique challenges to retailers. While AI presents significant opportunities, it also comes with challenges.

Retail 195

Retail Customer Experience Social Media Magazine 195

CX Accelerator

NOVEMBER 11, 2022

Then there’s the organizational skills required to get the right people in the room, the communication and presentation skills needed when standing out the front of workshops, and the analytical skills required to develop personas and the accompanying service design blueprints.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

InMoment XI

OCTOBER 17, 2024

For instance, a customer satisfaction survey presents a list of specific questions to customers to gauge their satisfaction levels with your brand. A customer feedback questionnaire is only as good as the questions it presents to customers. Why is Asking the Right Customer Feedback Questions Important?

Feedback 195

Feedback Insights Customers Banking 195

eglobalis

OCTOBER 1, 2024

One real-world example is a company that integrated Slack into their operations, connecting employees from different teams like Marketing, Sales, and R&D in real-time conversations. The 11 actionable strategies presented in this article provide a roadmap for eradicating silos and fostering a fully integrated organization.

2020 347

2020 Customer Journey Mapping Culture Innovation 347

BlueOcean

JULY 20, 2023

Where once, there would have been most likely one, if not two, in-person sessions before a client and new partner inked a deal, these days, organizations are leaning more and more on virtual presentations and leaving in-person meetings until the absolute end of the process or foregoing them altogether.

Contact Center 294

Contact Center Travel 2020 Culture 294

Experience Investigators by 360Connext

JULY 20, 2021

Is there governance around how to best approach surveys and the methods in which they’re presented to customers? Look for where those customers are asking for specific responses and how they are presenting their feedback. Is that connected to the customer data overall? Are there too many or too few?

Social Media 361

Social Media Customer Journey Contact Center Feedback 361

InMoment XI

MAY 17, 2024

By prioritising customer enrichment and ethical practices, brands can establish a deeper connection with consumers, fostering long-term loyalty. Challenges and Opportunities for Businesses Transitioning to the third wave of CX presents both challenges and opportunities for businesses.

Loyalty 195

Loyalty Brands Net Promoter Score Omnichannel 195

Experience Investigators by 360Connext

AUGUST 11, 2020

60% of long-term customers use emotional language to describe their connection to favorite brands , as reported by Deloitte Digital. Emotional connections are built on trust. I even had a “trust pyramid” that I used in every single presentation that I did. Trust is built by being proactive in words and deeds.

Brands 271

Brands Touchpoint Customers Healthcare 271

Experience Investigators by 360Connext

OCTOBER 17, 2023

Leaders who receive the reports don’t see real value in these numbers because they aren’t shown how they are connecting to the overall business strategy. This is why we have to continually connect to the business why. And that’s where it gets tricky. Executives want to see a clear link between CX initiatives and financial goals.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Experience Investigators by 360Connext

AUGUST 20, 2024

Help everyone in the organization connect how their role contributes to the customer experience. These should fit into the bigger themes and still be seen as connected to the CX training, not just generic “service training.” One approach to take is tackling a small part of the customer experience each month.

Customer Centricity 282

Customer Centricity Culture Feedback Customer Journey 282

GetFeedback

MAY 23, 2019

The survey should be presented to all stakeholders within the organization. Alternatively, if the ratings are negative because of the wait times in connecting the caller to a person, you would want to alter the phone system process. For example, after completing one or more milestones within your product.

NPS 308

NPS Net Promoter Score CEM Metrics 308

Alida

OCTOBER 4, 2016

Connection is established when the community supports shared experiences. Gartshore ended her presentation by reminding customer intelligence pros that while it’s important to keep activities fun and engaging for members, your insight community should ultimately drive business results. Engagement, not entertainment.

Engagement 250

Engagement Entertainment Insights 2016 250

Customer Bliss

JULY 27, 2017

No time like the present. It’s there in terms of connections, sales opportunities, industry news, new approaches to management and hiring, and more. Plus: research has consistently shown that weaker relational ties mean more to your career , which is why the LinkedIn second-degree connection can be so powerful.

Download 68

Download Sales Connections Presentation 68

Experience Investigators by 360Connext

AUGUST 3, 2021

They are communicating directly with customers and presenting to leaders. Emphasize how their work is connected to the customer and is critical to the organization’s success. They are designing customer feedback surveys and strategizing around the onboarding communications. It IS a lot.

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

Experience Investigators by 360Connext

JUNE 8, 2021

To look for clues for the future, it’s vital to understand their present reality. For example, knowing that more customers are now comfortable with using their mobile device to get information while they’re shopping in-person could mean friction if stores have slow wifi connections. Consider their real lives.

Healthcare 271

Healthcare Customer Journey Mapping Customer Journey 2013 271

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. It’s up to CX leaders to clearly communicate about these connections for their organization. Identify and Measure Key Performance Indicators (KPIs) Understanding the connection between CX initiatives and KPIs is crucial.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

TechSee

SEPTEMBER 21, 2021

McKinsey reports that cablecos still account for more than 60% of all connected homes, with the key providers averaging an impressive 25% return on invested capital. An increasing number of viewers are shifting to digital media due to the sheer array of options it presents. Factors Affecting the Cable Digital Transformation.

2028 41

2028 Entertainment Advertising 2010 41

BlueOcean

JANUARY 22, 2019

On every website they visit and in every email they open, they’re presented with messages that seem perfectly tailored just for them. Continuous connectivity has accustomed all of us to expect immediate gratification – and “consumer unrest” is mounting. Let’s talk about how we can help! Related Articles.

2019 204

2019 Consumers Customer Experience Contact Center 204

Customer Bliss

NOVEMBER 8, 2019

Your answer is probably directly connected to how engaged your leadership team has been with you, and how much they take personal ownership of this work with you. In the customer room, the outcomes of the competencies are presented by stage of the experience. Let me ask you this — how many years have you been doing this work?

Leadership 238

Leadership Chief Customer Officer Culture Customers 238