InMoment XI
AUGUST 9, 2011
With the growth of digital transactions, more consumer data is becoming available through smartphones, GPS, mobile banking, etc. The availability of “big data” means marketers and customer experience professionals have the potential to gain deeper insight into customer behavior.
Customers Rock!
SEPTEMBER 6, 2011
Who is your customer experience competition? Those of you only looking inside your own industry need to take a look around, as your competitors are not who you think they are – especially online. Organizations should be asking this question: Which companies have the best practices in customer focus across all industries ? I recently exchanged Facebook messages with Deb Robison , a smart marketing and social media gal.
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Service Untitled
JANUARY 10, 2011
With the current economic condition, many organizations have been forced to cut costs and reduce staffing levels. These kinds of business decisions can affect the remaining employee’s ability to stay positive and not focus on the negative. Employees need to be actively engaged so they can add value to the organization. The customer experience can be significantly affected when employees are not engaged.
Very Best Service
SEPTEMBER 8, 2011
'Customer service tips T reat your customers the way you would like to be treated; I ntegrate your customer service with your marketing effort, making it a value-added activity; P ull your weight as good customer service requires dedication and, S tand out to make sure your efforts are noticed Picture courtesy of Hargreaves Plants with our thanks to be continued.
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Annie Tsai
JUNE 7, 2011
As I continue to explore local businesses, I notice that I mentally categorize them into general buckets: You Get What You Pay For – varying expected sub-categorizations based on price, product and service quality Value Play – typically lower on the price and service scales but higher on product (or lower product and price and […].
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Win the Customer
JULY 21, 2011
Business are spending more and more each year to bring in new clients. In management and business courses, one of the classic ideas in business is that it costs much more to bring in a new customer than to keep a customer. With advertising, online ads, marketing campaigns from a White Label SEO Services , etc. It’s each to overlook one of the greatest assets business have in their marketing efforts: the existing customer base.
InMoment XI
AUGUST 9, 2011
With the growth of digital transactions, more consumer data is becoming available through smartphones, GPS, mobile banking, etc. The availability of “big data” means marketers and customer experience professionals have the potential to gain deeper insight into customer behavior.
InMoment XI
AUGUST 9, 2011
With the growth of digital transactions, more consumer data is becoming available through smartphones, GPS, mobile banking, etc. The availability of “big data” means marketers and customer experience professionals have the potential to gain deeper insight into customer behavior.
InMoment XI
MAY 19, 2011
As a light snow fell in Park City, Utah, hundreds of Voice of Customer (VOC) professionals and customer intelligence experts gathered for day two of the Allegiance Engage Summit. Attendees enjoyed great speakers and hands-on workshops that focused on how to uncover and apply insights from customer feedback to achieve positive business outcomes. Read on for some highlights of Tuesday's speakers.
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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
MAY 19, 2011
As a light snow fell in Park City, Utah, hundreds of Voice of Customer (VOC) professionals and customer intelligence experts gathered for day two of the Allegiance Engage Summit. Attendees enjoyed great speakers and hands-on workshops that focused on how to uncover and apply insights from customer feedback to achieve positive business outcomes. Read on for some highlights of Tuesday's speakers.
InMoment XI
MAY 19, 2011
As a light snow fell in Park City, Utah, hundreds of Voice of Customer (VOC) professionals and customer intelligence experts gathered for day two of the Allegiance Engage Summit. Attendees enjoyed great speakers and hands-on workshops that focused on how to uncover and apply insights from customer feedback to achieve positive business outcomes. Read on for some highlights of Tuesday's speakers.
InMoment XI
MAY 17, 2011
A sold out attendance Voice of Customer (VOC) professionals and Customer Intelligence experts gathered Monday at the Allegiance Engage Summit to share experiences and discover new ways to leverage customer insights to drive business growth. Read on for some highlights from today’s speakers.
InMoment XI
MAY 17, 2011
A sold out attendance Voice of Customer (VOC) professionals and Customer Intelligence experts gathered Monday at the Allegiance Engage Summit to share experiences and discover new ways to leverage customer insights to drive business growth. Read on for some highlights from today’s speakers.
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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
MAY 17, 2011
A sold out attendance Voice of Customer (VOC) professionals and Customer Intelligence experts gathered Monday at the Allegiance Engage Summit to share experiences and discover new ways to leverage customer insights to drive business growth. Read on for some highlights from today’s speakers.
InMoment XI
FEBRUARY 22, 2011
Could your loyalty, satisfaction and engagement surveys also behave as sort of “leading indicators” that affect performance in other areas of your company? If customers are more engaged, will they buy more product? Will they recommend you? Will this have any bearing on inventory, staffing or R&D? Think about designing your VOC program with the intent that the data can trickle down to show relevance in your day-to-day operations and business outcomes.
InMoment XI
FEBRUARY 22, 2011
Could your loyalty, satisfaction and engagement surveys also behave as sort of “leading indicators” that affect performance in other areas of your company? If customers are more engaged, will they buy more product? Will they recommend you? Will this have any bearing on inventory, staffing or R&D? Think about designing your VOC program with the intent that the data can trickle down to show relevance in your day-to-day operations and business outcomes.
InMoment XI
FEBRUARY 22, 2011
Could your loyalty, satisfaction and engagement surveys also behave as sort of “leading indicators” that affect performance in other areas of your company? If customers are more engaged, will they buy more product? Will they recommend you? Will this have any bearing on inventory, staffing or R&D? Think about designing your VOC program with the intent that the data can trickle down to show relevance in your day-to-day operations and business outcomes.
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!
InMoment XI
DECEMBER 12, 2011
It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Some things do get better with age, and a finely-honed VoC initiative is no exception. This is a reminder, however, to continue sweating the small stuff. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthus
InMoment XI
DECEMBER 12, 2011
It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Some things do get better with age, and a finely-honed VoC initiative is no exception. This is a reminder, however, to continue sweating the small stuff. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthus
InMoment XI
DECEMBER 12, 2011
It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Some things do get better with age, and a finely-honed VoC initiative is no exception. This is a reminder, however, to continue sweating the small stuff. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthus
InMoment XI
OCTOBER 10, 2011
Best practice companies are not only listening to voice of the customer, but they are using that feedback to increase customer retention and loyalty, solve customer challenges and develop new products and services. They are also using new technologies to streamline surveys and feedback management programs to gain a better understanding of why customers do business with them.
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 10, 2011
Best practice companies are not only listening to voice of the customer, but they are using that feedback to increase customer retention and loyalty, solve customer challenges and develop new products and services. They are also using new technologies to streamline surveys and feedback management programs to gain a better understanding of why customers do business with them.
InMoment XI
OCTOBER 10, 2011
Best practice companies are not only listening to voice of the customer, but they are using that feedback to increase customer retention and loyalty, solve customer challenges and develop new products and services. They are also using new technologies to streamline surveys and feedback management programs to gain a better understanding of why customers do business with them.
InMoment XI
AUGUST 16, 2011
There is a lot of talk in the industry about making Voice of Customer data more actionable. But to achieve this, you must first understand the type of data that is uniquely available and actionable in a successful VOC program. VOC programs fail most often because they provide just scores, changes in scores, or data that is only part of the solution.
InMoment XI
AUGUST 16, 2011
There is a lot of talk in the industry about making Voice of Customer data more actionable. But to achieve this, you must first understand the type of data that is uniquely available and actionable in a successful VOC program. VOC programs fail most often because they provide just scores, changes in scores, or data that is only part of the solution.
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
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