InMoment XI

OCTOBER 17, 2023

As a customer experience (CX) professional, you’ve experienced the thrill of starting and growing the program in many forms whether it be: the beginning stage, getting those quick wins, and growing a reputation of excellence across your company. But then there’s the dreaded plateau. This can happen after you’ve been steadily gaining momentum, then all of a sudden, it seems as if your initiatives are no longer moving the needle.

Customer Experience 370

Customer Experience Net Promoter Score ROI NPS 370

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. The one thing they all have in common? A desire to focus on listening to customers, doing right by them, and getting their organizations on board with the many, many benefits of a strategic customer experience

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

BlueOcean

OCTOBER 17, 2023

The first mainstream mention of ESG as a concept came from the United Nations in 2004 in their report titled “ Who Cares Wins.” The report urged stakeholders to consider environmental, social, and governance factors in their financial processes and investments. Simultaneously, worldwide attention on issues of sustainability and diversity began to take off and haven’t faded yet.

Government 177

Government 2004 Automotive Customer Care 177

ShepHyken

OCTOBER 17, 2023

“Curiosity killed the cat.” According to Wikipedia , this saying first appeared in a 1598 play, Every Man in His Humour , by English playwright Ben Johnson. The following year, Shakespeare used a similar quote in Much Ado About Nothing. The intent behind this saying is “to warn of the dangers of unnecessary investigation. …” In other words, be careful pushing for more information.

Workshop 154

Workshop Customer Service Training Customer Service Interaction 154

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

2024

Experience Investigators by 360Connext

OCTOBER 17, 2023

”Are there differences in how to approach member experience versus customer experience?” Are you ready to define what customer experience success means for a nonprofit organization, association, or even a professional development organization? In this enlightening episode, Jeannie Walters places a spotlight on customer experience (CX) in member-based organizations and shows how you can use best practices and tools from the CX toolkit.

Customer Experience 143

Customer Experience Customers Engagement Connections 143

SAP Customer Experience

OCTOBER 17, 2023

Customer Experience (CX) and CRM technologies from SAP are intelligent customer experience solutions from SAP help you connect customer data, improve loyalty, and grow your business – powered by 50 years of industry expertise. Industry-tailored to meet critical business needs, intelligent CX supports end-to-end processes to help you get the.

Customer Engagement 81

Customer Engagement Customer Experience 2023 Engagement 81

Optimove

OCTOBER 17, 2023

Every morning, I wake up groggy and stumble out the door of my apartment to get my first cup of coffee from the local shop around the corner. A few weeks ago, I walked into this coffee shop, and the barista gave me a friendly wave and pointed to the counter. Like magic, my favorite drink– a caramel latte– and a bag of chips I’d have with lunch awaited me.

B2C 72

B2C Connections Metrics Insights 72

delighted

OCTOBER 17, 2023

Creating a great work environment and boosting productivity relies heavily on enhancing the employee experience within your organization. Nevertheless, it can be quite challenging to pinpoint areas for improvement and identify the best strategies to achieve it. One crucial starting point is gaining an understanding of how your employees feel about working at your company, and the most effective way to do this is through an employee survey.

Net Promoter Score 82

Net Promoter Score Culture Feedback Employee Experience 82

customer sure

OCTOBER 17, 2023

We’ve had the immense privilege of working with Philips since early 2021 when their UK team approached us to support their feedback program for the Philips Sonicare brand. Philips is a multinational conglomerate that aims to “improve people’s lives through meaningful innovations”, with their vast product portfolio including grooming products, home care and personal hygiene products, such as their hugely popular Sonicare brand.

Feedback 62

Feedback 2021 Healthcare 2022 62

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

BirdEye

OCTOBER 17, 2023

In 2023, AI has made significant developments, particularly in branding. It has helped marketers enhance and streamline the brand-building process by enabling personalization, automating content creation, and providing valuable customer insights. All of these elements collectively contribute to solid online reputation management. This blog provides a comprehensive overview of a panel discussion that delves into how AI takes the busy work out of brand building and how Birdeye Social, with its ama

Brands 59

Brands Social Media Multi-Channel Demo 59

SAP Customer Experience

OCTOBER 17, 2023

Virtual October 31, 2023 Agenda Dear Valued Customer, We are pleased to invite you to the SAP Premium Engagement Session focusing on ‘SAP Solution Manager versus SAP Cloud ALM’ taking place virtually on October 31, 2023. Please find the current agenda here. In this session, we will discuss and explain.

2023 57

2023 Engagement Management Customers 57

SurveySensum

OCTOBER 17, 2023

‘Meet Sarah, a young entrepreneur with a promising business idea. She decided to seek financial assistance from an NBFC for her startup. However, Sarah soon found herself entangled in a web of frustration. The application process was lengthy and time-consuming. The online application form itself was plagued with pesky technical glitches, causing her to lose her progress multiple times.

Feedback 52

Feedback Management NPS Customer Satisfaction 52

Magellan Solutions

OCTOBER 17, 2023

Inbound call center services can help your company achieve an average conversion rate of 10%. It boosts profitability and generates more qualified leads. So, if you’re looking for a way to optimize your customer support operations, look no further than the inbound call center. Inbound call center outsourcing is a cost-effective solution that enables businesses to deliver superior and customized service to keep customers from straying to competitors.

Call Center 52

Call Center E Commerce E-support Telecommunications 52

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The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.

2024

CSM Magazine

OCTOBER 17, 2023

Hybrid working and Artificial Intelligence (AI) are revolutionising the role of the agent worldwide but UK contact centres believe it takes more than technical training to build a highly effective team. Ed Creasey shares a 3 point plan based on findings from Calabrio’s latest State of the Contact Centre Report 2023: Activating the Agent of the Future , to prepare your operation.

2023 52

2023 Contact Center Customer Centricity Measurement 52

Magellan Solutions

OCTOBER 17, 2023

Here’s a fun fact: existing customers bring in 68% of all new clients. Most businesses depend on their current customers to sustain and generate new sales. There is a powerful tool that attracts and retains customers. It is called direct marketing inbound teleservices and affects client retention. Are you ready to discover the keys to preserving a loyal customer base?

Marketing 52

Marketing E Commerce E-support Customer Satisfaction 52

Genroe

OCTOBER 17, 2023

Customer feedback is often seen, at worst, as a compliance task and, at best, as a long term way to increase sales and customer retention. But it doesn’t have to be that way. Yes, the customer feedback process does drive long term customer loyalty and lifts revenue but you can also use the data in […] The post Using Customer Feedback To Grow Sales [On-Demand Webinar] appeared first on Genroe | Customer Experience | Net Promoter Score.

Webinar 52

Webinar Net Promoter Score Feedback Sales 52

Gainsight

OCTOBER 17, 2023

Customer Success professionals are under more pressure than ever. Manage more accounts. Secure more renewals and customer expansion opportunities. Increase Net Revenue Retention (NRR). Drive product engagement through the roof. The list goes on. Here’s the thing: The economic headwinds and premium on efficiency mean company leadership is asking Customer Success Managers (CSMs) and other customer-facing teams to do more with less.

Leadership 52

Leadership Social Media Article Engagement 52

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

White Paper

West Monroe

OCTOBER 17, 2023

Subscribe Spotify Apple Podcasts Pandora iHeart Group Copy Created with Sketch. Email LinkedIn Twitter icon Facebook printer copy Print this page About the Episode In episode 3 of "This is AI," hosts EJ , Erik Brown , and Ryan Elmore delve into the intricate world of AI prompts, from the most basic to the highly sophisticated. They shed light on the versatility of tools and data, illustrating how different inputs can drastically alter AI outcomes.

Healthcare 59

Healthcare Innovation Technology Insights 59

Forrester's Customer Insights

OCTOBER 17, 2023

Shareholders demand profitable, responsible revenue growth. Buyers expect you to deliver value at every step of the sales process. And sellers expect to be prompted to the best actions and steps to take to achieve quota. It’s really hard to deliver on all these expectations. Buying motions are complicated.

Sales 59

Sales 2023 B2B Customer Engagement 59

Genroe

OCTOBER 17, 2023

Excel is a very functional tool and it has the advantage of being on everyone’s desk.While there are many advanced statistical packages out there you don’t need them to perform a detailed and comprehensive analysis of your survey data. In this one hour webinar we will share, using Excel: The post Practical Survey Analysis in Excel [On-Demand Webinar] appeared first on Genroe | Customer Experience | Net Promoter Score.

Webinar 52

Webinar Net Promoter Score Customer Experience Customers 52

SurveySparrow

OCTOBER 17, 2023

Secondary research involves the analysis and interpretation of existing data and information collected by others. It provides valuable insights for informed decision-making without conducting new surveys or experiments. But, why is it important for businesses? Successful enterprises attribute their strategic decisions to comprehensive secondary research.

Insights 52

Insights Government Document Reference 52

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Genroe

OCTOBER 17, 2023

About 3 minutes after your first customer feedback or NetPromoter survey goes out, management will be pounding the desk for a report with charts, analysis and recommendations. The question is, apart from a simple chart of scores, what else should be included in your best practice Net Promoter reporting pack? In this webinar, we’ll discuss The post The 9 Elements Your NPS® Report Must Have [On-Demand Webinar] appeared first on Genroe | Customer Experience | Net Promoter Score.

Net Promoter Score 52

Net Promoter Score Webinar NPS Feedback 52

Help Scout

OCTOBER 17, 2023

Struggling to write a customer service resume? In this article, we share seven different customer service resume examples that cover a variety of roles.

Customer Service 45

Customer Service Article Customers 45

Genroe

OCTOBER 17, 2023

You’ve spent weeks working through the numbers to unpick what customers are saying. After checking through the data and analysing a range of root causes, you have created a practical plan to solve a key customer issue. Your presentation nails each of the points you want to make. It starts right up front with the […] The post How to Calculate and Use Survey Sample Size [On Demand Webinar] appeared first on Genroe | Customer Experience | Net Promoter Score.

Webinar 52

Webinar Net Promoter Score Presentation Customer Experience 52

Alida

OCTOBER 17, 2023

Explore case studies demonstrating how media organizations and retail industries have found insight communities a cost efficient alternative to external research.

Retail 130

Retail Insights Customer Insights Customers 130

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience