InMoment XI

OCTOBER 28, 2021

Let’s Take a Closer Look at Revenue Management/ Pricing. The one supporting function that I’d like to consider in terms of the role it can play in the overall customer experience is Revenue Management or Pricing. As Mr. Carlzon suggested, there are also supporting functions that are in service to those who serve the customer.

Airlines 370

Airlines Government Webinar ROI 370

CloudCherry

SEPTEMBER 18, 2018

In this webinar with Maxie Schmidt-Subramanian, Principal Analyst at Forrester, you’ll learn the tactics that help overcome the challenges of making the link between CX improvements and the business results that matter most to your executives. She leads Forrester’s research on CX measurement programs. Register now to secure your spot.

Webinar 150

Webinar 2017 Financial 2018 150

InMoment XI

OCTOBER 10, 2024

To make sure your brand can benefit from the use of social media, you need to implement social media management. What is Social Media Management? Social media management is the process of creating, managing, and reporting on content posted on various social media platforms. Why is Social Media Management Important?

Social Media 195

Social Media Management 2024 2027 195

CloudCherry

SEPTEMBER 18, 2018

In this webinar with Maxie Schmidt-Subramanian, Principal Analyst at Forrester, you’ll learn the tactics that help overcome the challenges of making the link between CX improvements and the business results that matter most to your executives. She leads Forrester’s research on CX measurement programs. Watch it On Demand.

Webinar 150

Webinar 2017 Financial Measurement 150

CloudCherry

SEPTEMBER 19, 2018

As businesses strive for that competitive edge, they turn to customer experience management or CEM to better understand the customer’s perspective and improve based on these insights. Here’s Why Measuring the Financial Returns of CEM Is a Necessity. How to Measure a CEM Program’s Financial Returns.

ROI 225

ROI Financial CEM Metrics 225

Beyond Philosophy

SEPTEMBER 6, 2017

When you are improving your Customer Experience (CX), measuring your progress is crucial. Measurement tells you what you are doing right and, perhaps more importantly, what you are doing wrong. Fail to measure correctly, and you will have a tougher road to success—or miss the road altogether. Not so fast. Five, in fact.

Measurement 121

Measurement Consulting Metrics Webinar 121

Beyond Philosophy

AUGUST 23, 2017

Many organizations measure their Customer Experience (CX) in the wrong way. It is how you measure it and it’s one of the fundamental failures of many CX programs. Measuring is a critical part of any effort to quantify progress (or failures) when you have a goal of improving your CX. How does one measure a concept?

Measurement 132

Measurement Loyalty Metrics Consulting 132

InMoment XI

JULY 4, 2022

You need to be measuring and managing customer journeys , not just transactional data, so that you can improve on the customer experience as a whole. Internal Data: Most businesses will have a strong customer relationship management system (CRM) that will store all customer and behavioral data. 4: Don’t Stop.

ROI 370

ROI Return on Investment Social Media Measurement 370

GetFeedback

JULY 19, 2019

Communicate how you will measure success. Find those managers and supervisors who need to understand your Voice of the Customer program and their role in it. To know what to measure, it’s important to understand the actual customer. There is no perfect formula for what to measure in a VoC program. What can VoC do for you?

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

Feedbackly

APRIL 12, 2023

Join our webinar with Zendesk to learn how companies can build stronger customer relationships and drive growth with the help of customer emotion data! Understanding and measuring customer emotions has become essential for companies to stay ahead of the competition. A study by Harvard shows that 95% of purchase decisions are emotional.

Webinar 52

Webinar Measurement Government Feedback 52

InMoment XI

OCTOBER 23, 2024

Without managing this customer experience properly, you risk losing clients, failing to acquire new ones, and creating a negative public image for your brand. The positive online reviews you receive as a result of your CX strategy will be beneficial to your financial services reputation management efforts.

Banking 195

Banking Customer Experience Financial Touchpoint 195

InMoment XI

AUGUST 25, 2023

InMoment recently held a webinar featuring Forrester , an independent, research and advisory firm. Let’s dive into what we covered on our webinar. You need to develop a well-defined and quantifiable approach to measuring the ROI of CX initiatives, which is essential for securing ongoing support and funding from senior leadership.

ROI 195

ROI Net Promoter Score Webinar Financial 195

Beyond Philosophy

JANUARY 12, 2015

A Customer Experience is a blend of an organization’s rational performance, the senses stimulated and the emotions evoked and intuitively measured against Customer expectations across all moments of contact. If you want to hear me talk about the new book please join me on a webinar , which will also give a discount on the purchase.

2015 163

2015 Customer Experience CEM Webinar 163

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. So many, in fact, that I didn’t have time to answer them all on the webinar itself. I hope you’ll find the answers below helpful on your path to journey management. Should Product Managers be appointed Journey Managers?

Webinar 83

Webinar Management Touchpoint Telecommunications 83

PeopleMetrics

FEBRUARY 25, 2021

PeopleMetrics Experience Management Platform Roadmap Preview. is a weekly live webinar session where experts from our team answer YOUR questions about customer, employee and patient experience measurement and management – and sometimes we show you how you can achieve your goals using tools within our experience management platform.

Roadmap 108

Roadmap Management CEM Customer Experience Management 108

InMoment XI

OCTOBER 10, 2023

The Importance of Measuring Customer Service Metrics Customer service metrics are the backbone of any successful customer-centric strategy. By accurately measuring these metrics, businesses can transform their customer interactions, fostering loyalty and driving revenue. Frustrating, right?

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

Feedbackly

OCTOBER 12, 2022

Join our chat with Jaakko Männistö and use a chance to ask any questions you might have about the Emotional Experience measurement or the Emotional Value Index (EVI®). This is why leading businesses are more than ever measuring Emotional Experience and those who are not yet, are looking for ways to measure it. EVELY KAASIKU.

Webinar 98

Webinar B2C Feedback Measurement 98

InMoment XI

APRIL 23, 2024

Using reputation management tools, you can bring together all your data in one place, combining your data. By integrating AI seamlessly into the customer journey, businesses can drive measurable improvements in key CX metrics such as customer satisfaction, loyalty, and retention.

Social Media 195

Social Media Insights Feedback Loyalty 195

eglobalis

OCTOBER 1, 2017

The CXPA helps customer experience professionals make customer experience management an integral part of how their companies operate and to enable customer experience professionals to embed transformation across their organizations. Webinars, Panels and other online learning. with products and services and across entire organizations.

Customer Experience Professionals 154

Customer Experience Professionals CEM Customer Experience 2011 154

Help Scout

SEPTEMBER 7, 2021

In this post, we’re going to explore the critical difference between customer satisfaction and customer service quality, and then we’ll show you, step-by-step, how to build an effective system for measuring the quality of the service experience you are delivering to your customers. Step 1: Define customer service quality for your company.

Measurement 118

Measurement Customer Service NPS Feedback 118

Alida

JUNE 15, 2018

In a recent webinar , Marcus shared his thoughts on elevating the role of UX teams and the biggest trends shaping the industry. There are elements you can’t quantify, sure, but there are lots of things you can actually measure from a business perspective.”. What can your team manage? Start to benchmark and evaluate.

User Experience 166

User Experience Webinar Workshop ROI 166

InMoment XI

NOVEMBER 7, 2024

Did you know that 92% of customer relationship management (CRM) leaders say AI and automation have improved customer service response times? This is useful for organizations managing an expanding customer base as their business grows.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

BirdEye

FEBRUARY 21, 2023

In this comprehensive guide, we’ll walk you through everything you need to know about social media management for local businesses. Table of contents Why social media is so important for businesses The most popular social media platforms today About social media accounts What is social media management? What is social media management?

Social Media 98

Social Media Management Multi-Channel ROI 98

Playvox

MARCH 5, 2024

And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? Let’s examine the role of AI in streamlining quality management processes to help modern contact centers rise to the ever-changing customer experience landscape. How do contact centers not only survive but thrive in this new era?

Contact Center 78

Contact Center Management Omnichannel Interaction 78

ClientSuccess

OCTOBER 5, 2020

Understanding this potential – aka a customer’s long-term value – can help measure the ROI of a customer. Increasing ROI with better customer relationship management. Modern customer success is all about personalization and relationships, which is why customer relationship management is so important.

Customer Relationship Management 80

Customer Relationship Management ROI Customer Relationships Management 80

Beyond Philosophy

NOVEMBER 27, 2017

Measurement. From senior management to “back office” staff, Natural companies believe everyone should interact with customers and have channels for this interaction to occur. Natural companies believe that interacting with customers is time well-spent and devote a significant amount of time to it from senior management on down.

Customer Centricity 160

Customer Centricity Leadership Consulting Culture 160

Playvox

FEBRUARY 6, 2024

It’s often the continuous improvement or quality management (QM) piece where contact centers struggle. In an era of agent turnover, budget cuts, and fleeting customer loyalty, it’s useful to explore the evolution of quality management from its traditional, compliance-focused roots to a modern, customer-centric approach.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. These processes had high costs but generated low value and non-strategic insights.

Contact Center 75

Contact Center Management Call Center Omnichannel 75

Beyond Philosophy

AUGUST 21, 2017

So, some years ago, as a new senior manager, I asked my boss to explain what my responsibilities would be after a company reorganization. Every business is driven by human interactions – between management and employees, employees and customers, customers and their friends and followers. Manage stress.

Consulting 140

Consulting Healthcare Measurement Webinar 140

InMoment XI

NOVEMBER 26, 2024

71% of organizations say customer journey mapping has successfully persuaded management to invest in CX efforts and fix existing customer problems. Increased Resource Allocation Customer journey maps can help you identify problems and present a strong business case for customer experience improvement.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

Experience Investigators by 360Connext

MAY 12, 2020

What if you could confidently say that costs could be reduced by 10% with some proactive customer experience measures put in place? Customer Effort Score (CES): This metric measures the amount of effort a customer feels is required on their part when interacting with your brand. 100,000 * $7 = $700,000 in annual contact center costs.

Contact Center 162

Contact Center Metrics Net Promoter Score Financial 162

Beyond Philosophy

NOVEMBER 15, 2017

Do you have a person or team of people responsible for managing the Customer Experience for your organization? How involved is senior management in your Customer Experience details? How do you measure the success of your Customer Experience? Why or why not? Where does your experience stop? Where does it start?

Customer Centricity 125

Customer Centricity Consulting Culture Webinar 125

Totango

JUNE 30, 2020

You can further focus your messaging by segmenting according to location, industry, company size, digital adaptability, and customer lifetime value , which measures a customer’s total potential spend over the course of your relationship. . Invite customers to upcoming free training webinar series.

Communication 127

Communication Webinar Metrics Customer Retention 127

Retently

OCTOBER 16, 2024

This is particularly useful for tracking Net Promoter Score (NPS) , as it allows you to capture a precise measure of customer loyalty at a glance. It’s great for measuring general satisfaction or customer effort , and the emotional context is easy for customers to relate to.

Feedback 134

Feedback Customer Satisfaction Touchpoint Communication 134

Totango

AUGUST 21, 2020

How do you manage Customer Success across your ecosystem? Q: How did SAP manage CS prior to the Totango deployment? Did SAP migrate from another CS management system to Totango? How did you manage the human side of that change? Q: How did you or going to measure the success of this transformation?

Innovation 116

Innovation Customer Success NPS Reference 116