InMoment XI
OCTOBER 22, 2013
“Data driven predictions can succeed—and they can fail. It is when we deny our role in the process that the odds of failure rise. Before we demand more of our data, we need to demand more of ourselves.” —Nate Silver, author The Signal and the Noise More than ever, a great customer experience is expected—period. Modern.
Service Untitled
OCTOBER 29, 2013
'While Cupid may not have the reputation for worrying about customer service when it comes to thoughts of love, it’s clearly evident the diapered imp of romance has never had to deal with an epic proposal like Kanye West and Kim Kardashian in the middle of AT&T Park in San Francisco; all resplendent with a 50 piece orchestra and a $3 million 15 carat diamond ring.
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Customer Input
OCTOBER 17, 2013
'Recent studies show loyalty programs are not effective at creating customer loyalty, but customer experience improvements are.
Very Best Service
OCTOBER 9, 2013
'It is customer service week 7-13 October 2013. Time to celebrate. Surely this week is an opportunity to communicate to your employees and customers and ask then to join in a celebration of customer service. Only a few days to go so if you have not planned ahead here are a few ideas of things you could do. Please make sure that you take part in this 2013 customer service week, more and more of your customers are expecting you to.
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Andrew Maher
OCTOBER 7, 2013
Paul Dunay loves marketing and has his own unique approach to it. He also has a nose for data and has been looking closely into how data and the customer experience play a role together. This is why he made an ideal interview partner on this CX404 show. Paul is a well known and recognised […] Paul Dunay loves marketing and has his own unique approach to it.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
OCTOBER 22, 2013
“Data driven predictions can succeed—and they can fail. It is when we deny our role in the process that the odds of failure rise. Before we demand more of our data, we need to demand more of ourselves.” —Nate Silver, author The Signal and the Noise More than ever, a great customer experience is expected—period. Modern.
Service Untitled
OCTOBER 15, 2013
'The buzz phrase “social listening,” also known as social media monitoring, can help organizations and businesses be more effective and build stronger brand relationships. For those of you who are unfamiliar with the concept, media marketing software combines both monitoring and analytics to help us listen, understand, and engage. Through Facebook and Twitter, conversations can be measured to help attract new customers, and ultimately these customers can become advocates helping our
Customer Input
OCTOBER 17, 2013
Recent studies show loyalty programs are not effective at creating customer loyalty, but customer experience improvements are.
Customer Interactions
OCTOBER 31, 2013
'Duke Energy is one of the first electric power companies in the U.S. to successfully deploy PSIM for critical infrastructure protection. I had the great pleasure of interviewing Darren Myers, managing director of Enterprise Protective Services for Duke Energy, and Rocco “Rocky” Marcello, former director of Duke Energy’s Enterprise Protective Services.
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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.
Upwave
OCTOBER 21, 2013
The Washington Redskins have recently garnered criticism, most notably by sportscaster Bob Costas and President Obama , for a team name many consider to be racially offensive towards Native Americans. But a name change is certainly not on the horizon for the storied NFL program, according to the team’s owner Daniel Snyder. Given the high-profile debate, we at Upwave were curious to see how public opinion stacked up.
Brad Cleveland Blog
OCTOBER 30, 2013
The Edge of Service, Issue 5: Customer Interaction is Changing the Game. Jed York, the youthful 33-year-old CEO of the San Francisco 49ers, is bringing a storied team that had fallen on hard times back to prominence. San Francisco won the NFC Championship title last year and came razor-close to winning the Super Bowl.
InMoment XI
OCTOBER 22, 2013
“Data driven predictions can succeed—and they can fail. It is when we deny our role in the process that the odds of failure rise. Before we demand more of our data, we need to demand more of ourselves.” —Nate Silver, author The Signal and the Noise More than ever, a great customer experience is expected—period. Modern.
Service Untitled
OCTOBER 8, 2013
'So here we are in the midst of football season, and wherever I sit to watch a game, invariably the question comes up as to whether offense or defense is more important? Of course, in football every yard gained by the offense means the defense has given that yard up, yet it is the offense who has to score. Then again the defense is in charge of keeping their opposition from scoring.
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!
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InMoment XI
OCTOBER 24, 2013
In Part 1 we concluded by discussing the value of discovering patterns and improving the odds of getting a hit in baseball. Now imagine your most recent customer survey respondents.
InMoment XI
OCTOBER 24, 2013
In Part 1 we concluded by discussing the value of discovering patterns and improving the odds of getting a hit in baseball. Now imagine your most recent customer survey respondents.
InMoment XI
OCTOBER 24, 2013
In Part 1 we concluded by discussing the value of discovering patterns and improving the odds of getting a hit in baseball. Now imagine your most recent customer survey respondents.
InMoment XI
OCTOBER 8, 2013
If you have been involved in Customer Experience for any amount of time, you’ve probably heard the term “closing the loop.” In the book, ‘The Ultimate Question 2.0’, closing the loop is cited as a must-have component for any Net Promoter System. The data shows that it’s important not only to listen to customers, but.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
InMoment XI
OCTOBER 8, 2013
If you have been involved in Customer Experience for any amount of time, you’ve probably heard the term “closing the loop.” In the book, ‘The Ultimate Question 2.0’, closing the loop is cited as a must-have component for any Net Promoter System. The data shows that it’s important not only to listen to customers, but.
InMoment XI
OCTOBER 8, 2013
If you have been involved in Customer Experience for any amount of time, you’ve probably heard the term “closing the loop.” In the book, ‘The Ultimate Question 2.0’, closing the loop is cited as a must-have component for any Net Promoter System. The data shows that it’s important not only to listen to customers, but.
InMoment XI
OCTOBER 3, 2013
In celebration of the first annual Customer Experience Day, I got to meet with a number of CX pros and participate in a panel discussion at the CXPA’s local networking event in Atlanta. I was joined on the panel by a handful of smart folks from very different corners of the CX world: Kevin O’Connor, View Article.
InMoment XI
OCTOBER 3, 2013
In celebration of the first annual Customer Experience Day, I got to meet with a number of CX pros and participate in a panel discussion at the CXPA’s local networking event in Atlanta.
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
InMoment XI
OCTOBER 3, 2013
In celebration of the first annual Customer Experience Day, I got to meet with a number of CX pros and participate in a panel discussion at the CXPA’s local networking event in Atlanta.
InMoment XI
OCTOBER 1, 2013
Imagine, for a moment, the following scenario: Jane Doe has owned her 2008 Sunbeam Alpine for 5 years and just had it serviced by her dealer. A survey company, acting on behalf of and in the name of Sunbeam Motors, sends her a service satisfaction survey to follow up on the visit. Here’s Jane’s response.
InMoment XI
OCTOBER 31, 2013
Yesterday I shared my experience with my Fitbit and how when I bought the newer version, Flex, I felt it just didn’t stack up. Fitbit’s customer care told me to take it back to the retailer, when all I really wanted was for the manufacturer to exchange it for a different version. To me, they. View Article.
InMoment XI
OCTOBER 31, 2013
Yesterday I shared my experience with my Fitbit and how when I bought the newer version, Flex, I felt it just didn’t stack up. Fitbit’s customer care told me to take it back to the retailer, when all I really wanted was for the manufacturer to exchange it for a different version. To me, they.
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