InMoment XI

JANUARY 27, 2025

Part of that is just the nature of the business, with primary use cases revolving around KPIs weighed down by negative connotationsmetrics like problem resolution rates, customer effort scores, and churn. In that light, goal-setting often becomes an exercise in mitigation: reducing call volumes, minimizing customer effort, and curbing churn.

Call Center 195

Call Center Contact Center Social Media Apparel 195

Alida

MAY 16, 2018

More than 100 senior leaders joined us on the Refinery Rooftop to network and hear how three industry-leading companies—BuzzFeed, Stanley Black & Decker and Group Nine Media—are transforming their company DNA to become insight-driven businesses. Ali said the company engages the community to close the loop on customer research.

Insights 154

Insights Events Advertising Webinar 154

GetFeedback

JULY 19, 2019

surveys, website studies, or the number of customer service interactions on Twitter). The number of insights gleaned from the data. The former director of customer experience, Erin Pepper, and her team find insights in unstructured data. In this case, they search and analyze customer reviews. Let me explain. .

ROI 309

ROI Touchpoint Hotels Customer Journey 309

Alida

APRIL 26, 2018

With a customer-centric strategy comes the mandate to be insight-driven. And there is a profound delta between companies that identify as insight-driven and those that are. As our CMO Tyler Douglas points out in his poignant blog post, “ many companies are confusing data driven with insight driven.

Insights 133

Insights Customer Centricity 2016 Webinar 133

InMoment XI

FEBRUARY 27, 2012

During last week’s webinar with Forrester analyst Kerry Bodine, we discussed the importance of what she calls the “customer cascade,” which goes like this: Companies need to develop deep customer insight in order to design and deliver great customer experiences and ultimately reap the financial rewards that follow.

Voice of Customer 150

Voice of Customer Webinar Document Financial 150

InMoment XI

FEBRUARY 27, 2012

During last week’s webinar with Forrester analyst Kerry Bodine, we discussed the importance of what she calls the “customer cascade,” which goes like this: Companies need to develop deep customer insight in order to design and deliver great customer experiences and ultimately reap the financial rewards that follow.

Voice of Customer 150

Voice of Customer Webinar Document Financial 150

InMoment XI

FEBRUARY 27, 2012

During last week’s webinar with Forrester analyst Kerry Bodine, we discussed the importance of what she calls the “customer cascade,” which goes like this: Companies need to develop deep customer insight in order to design and deliver great customer experiences and ultimately reap the financial rewards that follow.

Voice of Customer 150

Voice of Customer Webinar Document Financial 150

Beyond Philosophy

MAY 12, 2022

I came to this realization in a discussion I had recently with a voice of customer expert. I was a guest on a webinar with Verint on the Engagement Capacity Gap , which discusses where organizations need to be in this area vs. where they are with the Chief Marketing Officer of Verint, Celia Fleischaker.

Customer Insights 78

Customer Insights Insights Contact Center Voice of Customer 78

CSM Magazine

APRIL 12, 2023

That’s why Reuters Events is inviting you to attend their upcoming webinar ‘Overcoming Adversity: Drive insights into action with AI-powered listening and consumer intelligence’! Click here to join live or pre-order the recording! Hope to see you there! CSM on behalf of Reuters Events

Webinar 52

Webinar Customer Insights Insights Competitive Advantage 52

Lumoa

MARCH 6, 2023

Conversations with customers are the ideal way to get valuable insight and feedback into an organization’s performance. Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar.

Insights 78

Insights Webinar Feedback Innovation 78

Lumoa

MARCH 6, 2023

Conversations with customers are the ideal way to get valuable insight and feedback into an organization’s performance. Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar.

Insights 78

Insights Webinar Feedback Innovation 78

ClearAction

DECEMBER 28, 2016

How to Drive Voice of Customer Insights Company-wide: 3 Steps Lynn Hunsaker. Who needs to hear customer feedback? Just your customer-facing staff? Why: satisfied customers make payroll possible — and everyone’s decisions, attitudes, and handoffs have a ripple effect on customer experience excellence.

Voice of Customer 59

Voice of Customer Customer Insights Insights 2010 59

GetFeedback

JANUARY 21, 2019

So how do you gather the customer insight you need? Customer surveys. If done right, surveys can bridge the gap between what content you already provide and what content your customers are looking for. infographics, webinars, blog posts) and what tone of voice to use (serious, humorous, formal). Email Newsletters.

Marketing 210

Marketing Healthcare Webinar Blog 210

Alida

NOVEMBER 10, 2017

For 2018, experts believe smarter, cutting-edge technology will enable companies to provide better customer experiences and get more useful insight and data. Related resource: How businesses win with the Internet of Things [on-demand webinar]. This type of computing could potentially improve the customer experience.

2018 174

2018 E Commerce Retail E-support 174

Kayako

SEPTEMBER 10, 2015

Ex-Googler and founder of UserChamp Morten Lundsby is joining us for a webinar on Thursday 17 September. Don’t miss out – sign up now and join Morten in a look at ways to get more value out of your customer conversations. The support team is a business’s direct line to the customer. Register now! About Morten Lundsby.

Webinar 94

Webinar User Experience Feedback Insights 94

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. You can’t have a business without a product and you can’t maintain a customer base without Customer Success. “In Top 5 Customer Success Webinars of 2018.

Webinar 71

Webinar Blog Customer Success Net Promoter Score 71

InMoment XI

JULY 20, 2023

We are all inundated by articles and webinars that start with “How to Use ChatGPT to…” I have also had way too many conversations with my Gen-Z son and millennial colleagues about how they use the tool to make everyday tasks go by more quickly. It seems like the internet is full of ChatGPT “hacks” these days. End of PSA.

Customer Experience 284

Customer Experience Customers Webinar Brands 284

Alida

JUNE 27, 2016

Most companies today strive to become more customer-centric—it’s simply good business. They use customer feedback to make data-backed decisions, and rely on customer intelligence software like insight communities. How Allure uses member feedback to improve products and strengthen advertising partnerships [customer story].

Insights 145

Insights Consumers Feedback Advertising 145

AskNicely

NOVEMBER 28, 2018

What advanced NPS users know is how to automate and act on their information daily, empower their staff, and use customer insights to retain more customers and grow their revenue. This customer-fueled approach to business growth has evolved into a culture shift. 2018 NPS Benchmark Study: Results and Reactions Webinar.

Webinar 60

Webinar NPS 2018 Net Promoter Score 60

eglobalis

OCTOBER 1, 2017

Founded in 2011, the CXPA is the premier global non-profit international organization dedicated to the advancement and cultivation of the Customer Experience profession. Webinars, Panels and other online learning. Discussion Boards. Mentoring program. Events connecting CX and the Global Industry Experts .

Customer Experience Professionals 157

Customer Experience Professionals CEM Customer Experience 2011 157

GetFeedback

SEPTEMBER 24, 2019

Senior-level marketers are also seeking better customer insight, says VoC marketing expert Ernan Roman of ERDM. You can add value by helping to explain why engagement or purchasing rates are down, as well as what would motivate customers to continue buying, and how to effectively launch new products.

ROI 150

ROI Webinar Sales Loyalty 150

Gainsight

FEBRUARY 13, 2023

This article was originally published in TechHQ in two parts: Data insights drive Zoom innovation and Zoom—the next generation. Data Builds the Certainty to Innovate In challenging macroeconomic times, if you want to innovate at speed, you have to get certainty where you can, and where we can get certainty is through customer insights.

Customer Insights 52

Customer Insights Insights Innovation Customer Success 52

CSM Magazine

JULY 21, 2023

In a rapidly evolving, increasingly customer-centric business landscape, enterprises are recognising the need for a deeper understanding of their customers. They are finding invaluable insights not in traditional market research, but in their contact centres, the bustling hubs of customer and colleague conversations.

Customer Insights 52

Customer Insights Insights Social Media Webinar 52

CSM Magazine

OCTOBER 28, 2021

Reuters Events are excited to announce the next free customer service & experience webinar: ‘Becoming a CX Visionary: How Leaders Build a Customer-Centric Culture’ featuring senior leaders from CVS Health, Comcast, Nissan NA & Bloomfire! Register now to join live or pre-order the recording!

Customer Centricity 52

Customer Centricity Webinar Culture Government 52

Alida

OCTOBER 18, 2018

Scott : This is an exciting opportunity for some of our customers to share the insights they are using in their organisations, and the impact this is having. Please give everyone an introduction to your insight communities. The customer data we had previously didn’t give us the full picture. Introductions.

2018 113

2018 Webinar Insights Customers 113

TechSee

JUNE 16, 2022

As well as being a speaker at numerous conferences, Sharad is a regular contributor and writes about key trends and insights in the customer engagement space for publications including Smart Customer Service. His recent piece on why Companies Can’t Afford to Leave Customer Insights on the Table is a must read!

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

CSM Magazine

MAY 26, 2020

Reuters Events Free Webinar: Increasing Customer Engagement to Reduce Resolution Times. Delivering a great experience is at the heart of every customer service department. However, engaging a customer on a deeper level is often overlooked in favor of reducing resolution times and increasing efficiency.

Webinar 52

Webinar Customer Engagement Engagement Events 52

CSM Magazine

JANUARY 22, 2020

So, it’s vital they are equipped with the right tools and customer insights to resolve ever more complex issues on every channel. In fact, 62% of customers believe an agent’s knowledge and/or resourcefulness is key to a positive service experience.

Webinar 52

Webinar Banking Information Customer Insights 52

Wootric

DECEMBER 2, 2019

It’s your job to analyze this data to surface opportunities for product improvement and better customer relations. While a platform like Wootric will help you surface insights and prioritize action improve customer experience , you still can’t drive innovation alone. 1) Frame Your Message.

Voice of Customer 52

Voice of Customer NPS Net Promoter Score Insights 52

Confirmit

JULY 25, 2017

Top-performing businesses pay close attention to how their customers feel about their experiences with a product, brand or business. Solutions including Voice of the Customer (VoC) programs can help deliver those crucial insights. How to analyze VoC data, monitoring KPIs, and sharing insights across the organization.

Insights 40

Insights Customer Insights Webinar Customers 40

CSM Magazine

JULY 9, 2020

We are just two weeks away from our next free customer service webinar: The Customer Service Leader of the Future: Identify the Strategies You Need to Stay Ahead of the Game. Go beyond omnichannel to any channel – Deliver a seamless experience that allows you to build meaningful relationships wherever your customer is.

Webinar 52

Webinar Customer Service Omnichannel Innovation 52

Experience Matters

APRIL 23, 2015

Join us for a webinar. At 1:00 EDT, join Aimee Lucas, Jen Rodstrom, and Bruce Temkin in a lively webinar: Temkin Group’s 5th Anniversary Chat: CX Past, Present, and Future. How does your organization infuse its brand values into the design and delivery of customer experiences? Participate in a Tweet Chat.

Webinar 93

Webinar Brand Values Customer Centricity Leadership 93

Confirmit

FEBRUARY 7, 2020

Register to the webinar for your region: Australia: 19th March @ 11am AEDT. North America: 19th March @ 11am EST. Historically, B2B and B2B2C companies have focused their analytics on either customer insights (CI) and revenue or cost optimization and operations. Voice of the Customer Market Research Webinars.

Webinar 52

Webinar Customer Experience B2B Customer Insights 52

eglobalis

SEPTEMBER 30, 2017

Die CXPA wurde 2011 gegründet und ist die weltweit führende Non-Profit-Organisation für die Weiterbildung und Förderung von Customer-Experience-Managern. Webinare, Panels und andere Online-Learning-Tools. Welchen Wert CX Ihnen und Ihrer Unternehmung bringt: Wissensaustausch. Diskussionsforen. Mentoring-Programm. Zugang zu CX-Experten.

Customer Experience Professionals 159

Customer Experience Professionals CEM Customer Experience 2011 159

Peter Lavers

JUNE 4, 2018

Join Peter Lavers on June 7th for a webinar interview with the CEOs of Iperceramica and VAR Group to find out how they’ve bucked the retail trend through digital transformation. Please click here to sign up to the webinar, which starts at 4pm UK time. . . . .

Webinar 40

Webinar Retail Multi-Channel Customer Journey 40

Alida

AUGUST 27, 2018

Given the consumerization of the industry, health care organizations need to incorporate the voice of the patient in their decision making in the same way that other industries rely on customer insight and data. If the patient experience is to be improved, health care organizations must measure their relationships with patients better.

Hospitality 95

Hospitality Retail Leadership Measurement 95