InMoment XI
MAY 8, 2013
Like mobile in general, mobile surveys have gotten major ink lately. Rightly so. They provide a lot of value. They help us reach target audiences at more contextually relevant times and in more contextually relevant places. They also help us collect feedback about increasingly important mobile interactions. With our partner OnePoint Global, we’re capitalizing on this value alongside many others in the customer experience and loyalty world.
InMoment XI
AUGUST 1, 2013
When it comes to customer experience, retailers and most restaurants are struggling. We can see this clearly from our CEBenchmarks™ program, which tracks customer experience activity across eleven different industries. While we believe that companies should use the best customer experience metric that predicts business outcomes, many retailers are currently using what’s commonly known as the.
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InMoment XI
NOVEMBER 29, 2013
How much difference does the customer’s engagement make to the customer experience? Note: the customer’s engagement NOT customer engagement. Or, in other words, do you get treated better as a customer if you are nicer to a brand’s customer service team? You may think that it is a fairly obvious answer, but is it?
InMoment XI
NOVEMBER 29, 2013
How much difference does the customer’s engagement make to the customer experience? Note: the customer’s engagement NOT customer engagement. Or, in other words, do you get treated better as a customer if you are nicer to a brand’s customer service team? You may think that it is a fairly obvious answer, but is it?
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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.
InMoment XI
NOVEMBER 29, 2013
How much difference does the customer’s engagement make to the customer experience? Note: the customer’s engagement NOT customer engagement. Or, in other words, do you get treated better as a customer if you are nicer to a brand’s customer service team? You may think that it is a fairly obvious answer, but is it?
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
NOVEMBER 21, 2013
Customer experience (CX) pros are constantly asked, and ask themselves, “What’s the ROI?” It’s a logical and important question, even though companies can get trapped by the desire to see clear financial ROI from every CX activity. Fortunately, there are a number of tried-and-true methods to model and measure ROI from overall improvements in customer experience.
InMoment XI
NOVEMBER 21, 2013
Customer experience (CX) pros are constantly asked, and ask themselves, “What’s the ROI?” It’s a logical and important question, even though companies can get trapped by the desire to see clear financial ROI from every CX activity. Fortunately, there are a number of tried-and-true methods to model and measure ROI from overall improvements in customer experience.
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.
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.
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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.
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.
InMoment XI
AUGUST 1, 2013
When it comes to customer experience, retailers and most restaurants are struggling. We can see this clearly from our CEBenchmarks™ program, which tracks customer experience activity across eleven different industries. While we believe that companies should use the best customer experience metric that predicts business outcomes, many retailers are currently using what’s commonly known as the.
InMoment XI
AUGUST 1, 2013
When it comes to customer experience, retailers and most restaurants are struggling. We can see this clearly from our CEBenchmarks™ program, which tracks customer experience activity across eleven different industries. While we believe that companies should use the best customer experience metric that predicts business outcomes, many retailers are currently using what’s commonly known as the.
InMoment XI
JUNE 25, 2013
Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How much effort did you personally.
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
DECEMBER 12, 2013
If you have been on the internet the past few days, no doubt you have seen what happens when creating an exceptional customer experience comes together perfectly. WestJet, a Canadian-based airline, wanted to demonstrate what ‘giving’ looked like at its best during the busy holiday season. The result was a Christmas miracle for 250 guests.
InMoment XI
DECEMBER 12, 2013
If you have been on the internet the past few days, no doubt you have seen what happens when creating an exceptional customer experience comes together perfectly. WestJet, a Canadian-based airline, wanted to demonstrate what ‘giving’ looked like at its best during the busy holiday season. The result was a Christmas miracle for 250 guests.
InMoment XI
DECEMBER 12, 2013
If you have been on the internet the past few days, no doubt you have seen what happens when creating an exceptional customer experience comes together perfectly. WestJet, a Canadian-based airline, wanted to demonstrate what ‘giving’ looked like at its best during the busy holiday season. The result was a Christmas miracle for 250 guests.
InMoment XI
DECEMBER 9, 2013
Today’s posting is the last of three which highlights some of the findings from the Customer Journey Study that we presented at our Customer Experience Summit in Las Vegas a few weeks back. This one is probably the most contentious since it challenges existing CE programs to proactively reach out to customers when they’re in. View Article.
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
DECEMBER 9, 2013
Today’s posting is the last of three which highlights some of the findings from the Customer Journey Study that we presented at our Customer Experience Summit in Las Vegas a few weeks back. This one is probably the most contentious since it challenges existing CE programs to proactively reach out to customers when they’re in.
InMoment XI
DECEMBER 9, 2013
Today’s posting is the last of three which highlights some of the findings from the Customer Journey Study that we presented at our Customer Experience Summit in Las Vegas a few weeks back. This one is probably the most contentious since it challenges existing CE programs to proactively reach out to customers when they’re in.
InMoment XI
DECEMBER 4, 2013
There are some misconceptions regarding customer experience needing clarification. Read on to educate yourself about common truths and myths. “I don’t have to be an expert to launch a program.” TRUE. If you are a consumer, if you care about customers, if you have a desire to improve the customer experience, then you are qualified. View Article.
InMoment XI
DECEMBER 4, 2013
There are some misconceptions regarding customer experience needing clarification. Read on to educate yourself about common truths and myths. “I don’t have to be an expert to launch a program.” TRUE. If you are a consumer, if you care about customers, if you have a desire to improve the customer experience, then you are qualified.
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
DECEMBER 4, 2013
There are some misconceptions regarding customer experience needing clarification. Read on to educate yourself about common truths and myths. “I don’t have to be an expert to launch a program.” TRUE. If you are a consumer, if you care about customers, if you have a desire to improve the customer experience, then you are qualified.
InMoment XI
DECEMBER 3, 2013
Here is the second of three posts discussing our findings from the 2013 Maritz Customer Journey Study. It points out the benefit of providing outstanding customer service, and what happens if brands / dealers miss the mark. Punishment is harsh. Until next time. @christravell PS. This is an observation, and possibly a rant. View Article.
InMoment XI
DECEMBER 3, 2013
My colleague, Michael Allenson, has some additional points about the customer journey which are both valuable and pertinent, especially as they relate to the potential shortcomings of CRM. As always, any and all comments are welcome. @christravell By: Michael Allenson Recently, Maritz held a summit with representatives of almost every automaker selling in the North America.
InMoment XI
DECEMBER 3, 2013
Here is the second of three posts discussing our findings from the 2013 Maritz Customer Journey Study. It points out the benefit of providing outstanding customer service, and what happens if brands / dealers miss the mark. Punishment is harsh. Until next time. @christravell PS. This is an observation, and possibly a rant.
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