eglobalis
MARCH 18, 2025
Challenges: Ensuring AI can manage high-value interactions with the necessary sophistication and personalization is difficult, as these scenarios often require tailored solutions and strategic thinking. Crisis Management During crises, such as data breaches or product recalls, customers require immediate and accurate information.
eglobalis
NOVEMBER 12, 2024
Here’s how to go beyond conventional project management to create truly memorable, value-driven client experiences. Embed CX Principles into Project Management Integrating CX into project management methodologies like Agile and Lean enhances responsiveness, a critical factor in building trust.
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InMoment XI
OCTOBER 25, 2024
Online reviews are the most trusted source of information for most people interacting with a restaurant for the first time. This is where restaurant reputation management can be the difference between a new client and a lost opportunity. What is Restaurant Reputation Management? It results in increased revenue.
InMoment XI
DECEMBER 17, 2024
To avoid this problem, you need a customer experience manager to break down silos, unify your tech stack, and unite your directors, VPs, and business units with the ultimate goal of creating a friction-free, productive, and delightful customer experiencefrom onboarding to renewal and advocacy. What Background Should a CX Manager Have?
Speaker: Adam Dorfman, Head of Product Growth at Reputation and Jeremy Shubitz, Director of Marketing at Bosley
Best practices for monitoring and managing online reviews. Tune into the webinar to learn: What specific channels do customers go for feedback. 8 golden nuggets for responding to negative reviews. How to successfully enable your customer support team to be proactive with handling online customer feedback.and more!
eglobalis
OCTOBER 30, 2024
A satisfied and engaged workforce translates to better customer interactions, as happy employees are more likely to provide excellent customer service and foster positive customer relationships. Performance Management Traditional performance management systems are often seen as cumbersome and ineffective.
eglobalis
NOVEMBER 3, 2024
Originally posted at [link] Introduction In the realm of business-to-business (B2B) interactions, customer experience (CX) is often approached through standardized frameworks and prescriptive methodologies, frequently rooted in models from major industry analysts like Gartner, Forrester, and others.
Speaker: Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate
Join Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate, for this essential discussion on the ins and outs of brokering the optimal customer relationship. The question is - how do you capture all this?
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When was the last time you took a step back and really examined the quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center.
Speaker: Adam Dorfman, Lindsay Harrison, and Erin O'Brien
Did you know that 4 out of 5 consumers use local search and 88% use smartphones for those searches? With that in mind, I think it's safe to say your online presence is the silver bullet of your business. Think about the revenue you could be missing by not prioritizing local search optimization.
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Surveys are an important part of your customer experience, which mean they require the same level of strategy, planning, design, and management that you apply to your most important customer journeys and interactions. To help supercharge your surveys, we’re providing you with the four key elements of a brand-building survey program.
Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group
Also joining is SmartAction, who manages the AI-powered CX for more than 100 brands. In this webinar, Brian and Aarde will: Identify telephony interactions and volumes that meet thresholds for change. Discuss DIY platforms versus managed services – which is right for me? Sketch a back-of-the-napkin ROI in minutes.
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
Traditional methods of agent coaching lack the ability to automatically analyze the unstructured data inside support interactions to identify opportunities for improvement and reward strong performance. Attendees will walk away with insight on the following: Critical components for coaching programs.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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