InMoment XI

OCTOBER 23, 2024

Offer regular digital literacy classes or webinars to help customers become familiar with banking apps, online transactions, and cybersecurity practices. Moreover, these initiatives can also help encourage feedback to accomplish your customer experience management goals. Provide digital literacy resources to educate customers.

Banking 195

Banking Customer Experience Financial Touchpoint 195

InMoment XI

MARCH 21, 2022

With that being said, Graham Tutton, InMoment’s Global Head of Consumer Products, has put some thoughts together around some of the biggest challenges facing the utilities sector, and what customer experience leaders can do about these for our latest webinar. Challenge #3: Taking Action on Feedback. Let’s dive in!

Brands 397

Brands Roadmap Webinar Social Media 397

InMoment XI

NOVEMBER 26, 2024

The map helps the company tailor content to each stage, such as blog posts and webinars for the awareness stage, product comparisons during the consideration stage, and free trials or demos for the decision stage. Create a visual representation of the journey using a customer journey map template.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

Think Customers

APRIL 15, 2025

Certain tools can even give sellers real-time feedback during interactions. The post Webinar recap: AI + CX are the new revenue generation power duo appeared first on 1to1 Media. AI takes the guesswork out of coaching, showing precisely what works during interactions (and what doesnt).

Webinar 52

Webinar Contact Center Sales 2024 52

InMoment XI

JANUARY 27, 2025

Combining mountains of contact center interactions with feedback from other channels like surveys, chat, email, and social media gives you a fuller understanding of customer needs, behaviors, and preferences. These tools unlock unstructured data, detecting feedback themes and anomalies.

Call Center 195

Call Center Contact Center Social Media Apparel 195

Experience Investigators by 360Connext

MARCH 16, 2015

Free webinar this Thursday. Customer feedback is the key to the kingdom when creating the best experience for your customers. But if you really want to make a difference, you must move past typical methods for gathering feedback, and discover new ways to actually turn that knowledge into actions that drive change.

Events 223

Events Customer Experience Webinar Telecommunications 223

Experience Investigators by 360Connext

DECEMBER 31, 2014

Also beginning in January, 360Connext is offering monthly webinars on topics you’ve asked us about. Are there topics you’d like us to cover in webinars or guests you’d like us to invite on the podcast? We want to hear your feedback and deliver what you’re seeking, so don’t be shy! Get Schooled.

2015 247

2015 Webinar Entertainment Leadership 247

CloudCherry

OCTOBER 10, 2018

There’s a big gap that exists between asking customers for feedback and then taking relevant action. The Temkin Group recently reported that , while 60% believe they do well at soliciting feedback, only 24% of large firms believe they do a good job of taking action on these insights. That’s just not good enough. says Bruce Temkin.

Webinar 150

Webinar Insights CEM Reference 150

CloudCherry

OCTOBER 10, 2018

There’s a big gap that exists between asking customers for feedback and then taking relevant action. The Temkin Group recently reported that , while 60% believe they do well at soliciting feedback, only 24% of large firms believe they do a good job of taking action on these insights. That’s just not good enough. says Bruce Temkin.

Webinar 150

Webinar Insights CEM Reference 150

GetFeedback

JULY 19, 2019

In our daily interactions, we get feedback — some subtle, some not-so-subtle—that indicates what people think of us and whether or not they agree with our dress choices or driving decisions. Customer feedback (aka Voice of the Customer ) is a gift. Customer feedback should be cherished, not evaded. Business is no different.

Social Media 262

Social Media Webinar Feedback Books 262

InMoment XI

NOVEMBER 2, 2022

InMoment recently held a webinar with representatives from Forrester, an independent market research firm, to give you the answers you need about CX ROI. By bringing audit and guest feedback data together, InMoment’s prescriptive analytics automatically generated two improvement priorities for each location.

ROI 370

ROI Return on Investment Airlines Call Center 370

InMoment XI

OCTOBER 28, 2021

Too many companies get stuck in the Listen and Understand phases because they are too focused on capturing and analyzing customer feedback and not focused enough (or organized properly) to take action on the data and then measure the ROI improvements from those actions. The organization component here is key.

Airlines 370

Airlines Government Webinar ROI 370

GetFeedback

JULY 19, 2019

Use that test as an opportunity to see how many surveys were filled out, to understand the quality of the feedback being received, etc. Passenger feedback from a Philadelphia-based airport alerted JetBlue to dissatisfaction. The webinar covered: Why VoC is a critical pillar in a strong CX strategy. Let me explain. .

ROI 309

ROI Touchpoint Hotels Customer Journey 309

CloudCherry

MARCH 14, 2019

On October 12th, we co-hosted a webinar with the CX Network where customer experience legend Bruce Temkin shared his insights on turning customer feedback into actions. Temkin reports that 60% of VoC programs are soliciting feedback, but only 24% of VoC programs say they are good at making changes to the business based on insights.

Webinar 150

Webinar Insights Customer Insights Presentation 150

Experience Investigators by 360Connext

JUNE 4, 2015

I hosted a webinar last week about digital experience. In the webinar, we covered some of the typical issues we uncover during these micromapping exercises and we shared how to approach micromapping. Free Webinar June 25th: Walking in Your Customers’ Shoes. Thanks to all who joined us for our May webinar!

Omnichannel 219

Omnichannel Customer Journey Mapping Webinar Customer Journey 219

GetFeedback

JULY 19, 2019

These are the leaders who understand that customer feedback is the top driver of successful customer experience strategies. Will VoC feedback help you live up to your customer experience mission and brand promise? How will you act on your VoC feedback on an ongoing basis? Create your VoC feedback mosaic.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

ChurnZero

DECEMBER 20, 2021

Over the last year we’ve created and shared a lot of new content with our Churn Fighting audience that we’re really proud of and have received positive feedback on, especially our thought leadership webinar content. Check out our top five Customer Success webinars brought to you by ChurnZero in 2021.

Webinar 98

Webinar 2021 Chief Customer Officer B2B 98

Experience Investigators by 360Connext

JULY 7, 2023

In this webinar replay, you’ll discover: How to tell if your CX goals were reasonable and set up properly to achieve success 5 questions you can use to ensure that other leaders within your organization understand – and appreciate – what you’re trying to accomplish An easier way to ensure that everyone in your organization understands CX (..)

2023 257

2023 Webinar Customer Experience Feedback 257

Thematic

SEPTEMBER 12, 2021

Through comments in customer feedback surveys, social media conversations, call center dialogue, etc., Feedback analytics helps you transform all this text into meaningful themes and analyze the impact of these themes on your CX metrics. In this article, we’ll dive into how companies leverage customer feedback analytics.

Metrics 117

Metrics Feedback NPS Loyalty 117

GetFeedback

NOVEMBER 25, 2019

So, as you’re monitoring your CSAT score, you should also be collecting feedback, acting on it, and implementing other strategies that will actually improve the experience; this will ultimately lead to a better CSAT score and other desirable business outcomes. Trends, competitors, and expectations change. . Check it out!

Customer Satisfaction 293

Customer Satisfaction Apparel Insurance Wireless 293

Experience Investigators by 360Connext

FEBRUARY 11, 2015

While we gained clients last year, many of them were a result of me speaking at events like Customer Experience World or leading webinars for other organizations. We love hearing feedback that we provided great information or someone benefited from the content we provided. As for results? They were mixed. This leads to a conundrum.

Marketing 233

Marketing Social Media Blog Webinar 233

CloudCherry

SEPTEMBER 19, 2018

With so many channels available, customers can share their feedback with just a click of a button, shaping a person’s perception of your company before they get to buy your product or interact with your team. Webinar: 14 Hacks to Fast Track Your CX Budget Approval. Here’s Why Measuring the Financial Returns of CEM Is a Necessity.

ROI 256

ROI Financial CEM Metrics 256

InMoment XI

DECEMBER 27, 2021

But in reality, these moments are really opportunities to slam our assumptions, dive into our feedback data, and improve experiences. You can watch the full webinar with helpful tips and tricks here! . When we’re wrong, or surprised, it can be easy to feel like we have failed. Testing Your Assumptions—and Acting on the Results.

Customer Experience 397

Customer Experience Webinar Customers Events 397

Experience Investigators by 360Connext

DECEMBER 17, 2014

Make a big deal out of great feedback! Stay tuned for details on how to accomplish more than most do in a year by taking our upcoming 30 Day CX Challenge and joining us for our 2015 Webinar Series. Work to uncover all the “what if’s” that customers might face. Keep track of microinteractions!

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

Feedbackly

OCTOBER 10, 2023

We’ll be looking at this question at the upcoming webinar together with Mikko Määttä, Head of Marketing at Frosmo , and Kristian Stolt, COO of Feedbackly. Both men are experts in their field and it is guaranteed to be a highly valuable webinar with lots of practical stories and examples.

Webinar 98

Webinar Measurement Customer Experience 2023 98

GetFeedback

JANUARY 21, 2019

A successful content marketing strategy relies on good customer feedback. One study reported that over 60% of consumers had abandoned a customer feedback survey before completing it. infographics, webinars, blog posts) and what tone of voice to use (serious, humorous, formal). Content format question [multiple choice].

Marketing 210

Marketing Healthcare Webinar Blog 210

Experience Investigators by 360Connext

MAY 11, 2021

How each goal will be measured for success , based on both customer feedback and operational outcomes. You want technology to enable: Customer feedback and Voice of the Customer programs. The next video in our ongoing webinar series premieres this Friday on YouTube and Linkedin Live. Now consider technology and tools.

Customer Experience Management 291

Customer Experience Management Customer Experience Management Government 291

Experience Investigators by 360Connext

JULY 14, 2020

In March of 2020, as Covid-19 first began disrupting the way we live and work, my team and I decided to put together a live webinar, called What Can CX Leaders Expect? As I write this in July of 2020, we’ve now run about 15 weekly webinars, and they show no signs of stopping. Customer Experience Questions require a CX Community.

Customer Experience 143

Customer Experience Webinar 2020 Presentation 143

InMoment XI

APRIL 23, 2024

The qualitative feedback contains the why and the how. Drive Smarter Actions with: Automation of Repetitive Tasks Smartest Actions aim to free up employees from repetitive tasks by automating routine processes such as responding to feedback and data analysis. A feedback type that’s grown in the last few years is social media.

Social Media 195

Social Media Feedback Insights Loyalty 195

CloudCherry

SEPTEMBER 19, 2018

With so many channels available, customers can share their feedback with just a click of a button, shaping a person’s perception of your company before they get to buy your product or interact with your team. Webinar: 14 Hacks to Fast Track Your CX Budget Approval. Here’s Why Measuring the Financial Returns of CEM Is a Necessity.

ROI 225

ROI Financial CEM Metrics 225

InMoment XI

MARCH 18, 2024

Unstructured Data Complexity: Technology struggled to process unstructured data effectively, leading to challenges in analysing qualitative feedback. InMoment empowers businesses to not only listen to customers across various channels but also make sense of their feedback with the utmost precision.

Insights 195

Insights Multi-Channel Webinar Social Media 195

Experience Investigators by 360Connext

APRIL 14, 2020

Customer feedback and emotional data. What are customers telling you in their open-ended feedback? Consider three categories when gathering data for journey maps: 1) Customer feedback and emotional data; 2) Customer behavior and actions; 3) Systems, procedures, and touchpoints. Share feedback. Click To Tweet. Take action.

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

Experience Investigators by 360Connext

JUNE 22, 2021

Or maybe they have been trying to share feedback , but don’t feel heard. Ask for input – don’t just offer training or webinars that are solely product-centered. Seek feedback when a customer leaves. They don’t have a strong opinion about what you think are the best features of your product or service.

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Product updates, like Marley talked about in the webinar, aren’t likely to be considered spammy because their focus is on information and education.

Webinar 98

Webinar Touchpoint NPS Definition 98