InMoment XI

FEBRUARY 2, 2024

In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond. The event brought in senior leadership from analytics, CX, insights, and VoC programs from 44 different brands, all with the common goal: sharing how integrat

Hospitality 260

Hospitality Call Center Retail NPS 260

Beyond Philosophy

FEBRUARY 2, 2024

Have you ever heard the following? Then, Bob’s your uncle. It’s the difference between chalk and cheese. On your bike, then. If you haven’t and you don’t live in the UK, Colin wouldn’t be surprised. They are British idioms and when he employ these expressions with his American pals, they usually don’t know he is talking about. However, his friends and family on the other side of the pond do.

Consulting 89

Consulting Interaction Communication Presentation 89

CSM Magazine

FEBRUARY 2, 2024

The reason most organizations deliver poor or mediocre customer service is that they don’t understand the power of a customer service strategy. John Tschohl of the Service Quality Institute, explains. Strategy is a powerful tool you can use to gain market share and market dominance. When you develop a customer service strategy, you will crush your competition and grow the value of your business by 100 to 400 percent.

Exceptional Customer Service 59

Exceptional Customer Service 2023 Customer Service Strategies Advertising 59

Cyara

FEBRUARY 2, 2024

In today’s competitive business landscape, customer experience (CX) plays a pivotal role in determining the success or failure of a company. To design and deliver flawless CX at all times, contact centers must tackle big, complex projects – like cloud migrations or the introduction of new customer channels in line with how their customers prefer to interact.

Customer Experience 76

Customer Experience Contact Center Customer Journey Customers 76

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

CSM Magazine

FEBRUARY 2, 2024

Benenden Health, a not-for-profit healthcare mutual, has transformed its member experience through a cloud-based digital transformation project with Sabio Group. Powered by Genesys Cloud and supported by Sabio, Benenden’s solution equips them with next-generation capabilities to connect with members across digital channels and deliver a more personalised, efficient service.

Multi-Channel 52

Multi-Channel Healthcare Hospitality Social Media 52

CSM Magazine

FEBRUARY 2, 2024

I don’t know about you, but one thing that annoys me when eating out is having to wait an unreasonable amount of time for my meal. This is exactly what happened recently when I decided to pop into a restaurant that’s located in a well-known department store. The thing I liked most about the place was that it was a buffet style restaurant that provided fast service.

Magazine 52

Magazine Social Media Banking Customers 52

InMoment XI

FEBRUARY 2, 2024

Social media can play a crucial role in your organization’s ability to manage and deliver more meaningful and integrated customer experiences. Social media facilitates real-time interaction, serves as a valuable source of customer feedback and insights, shapes your brand reputation and visibility, and can even function as a platform for market research.

Social Media 295

Social Media Brands Management Metrics 295

Zonka Feedback

FEBRUARY 2, 2024

Imagine being able to peek inside the minds of your customers, effortlessly deciphering their hidden emotions, unspoken frustrations, and unbridled praise. Sounds like a marketer's fantasy, right?

Feedback 52

Feedback Insights Customers Marketing 52

Magellan Solutions

FEBRUARY 2, 2024

Invoice data entry services are vital for any business. However, it’s also a major pain point—especially when done manually. Don’t be shocked if there are repetitive data entries, incorrect dates, and other missing information. The end result? Delayed payments, strained supplier relationships, and operational inefficiencies. It’s no surprise, given over 60% of enterprises struggle with capturing and processing their invoice data—wasting up to 9 days per month on repetitive man

Document 52

Document Financial Banking Information 52

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

Gainsight

FEBRUARY 2, 2024

The customer success landscape has changed. Technology companies are producing more complex software, which can often overwhelm customers during the onboarding process. As a result, it’s common for these customers to quickly abandon new platforms. If your company is building products that people rely on to boost workplace performance, you can understand the pain from both sides.

Seminar 52

Seminar Webinar Document Consulting 52

Forrester's Customer Insights

FEBRUARY 2, 2024

Written with Luca Lo Scavo. According to Forrester data, about one in three global organizations identify risk and governance as barriers for generative AI adoption, but those concerns are set to grow even more now that the EU AI Act is becoming a reality.

Government 41

Government Customers 41

SurveySensum

FEBRUARY 2, 2024

Picture this : You go to a small boutique where the owner greets you by your name, remembers your preferences, and makes your shopping an experience rather than a transaction. Now, picture a high-end boutique with a luxurious interior but you get a bone-dry experience, not a personalized one, and employees don’t even remember your recent interactions.

Metrics 52

Metrics 2024 Customer Engagement Engagement 52

Forrester's Customer Insights

FEBRUARY 2, 2024

Many of my recent conversations around 5G have focused on the future of network slicing. They want to discuss timelines, challenges, opportunities, use cases, and industries. The reality is not as rosy as one might think, given the dependency on communities outside the telecommunications industry.

Telecommunications 31

Telecommunications Customers 31

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Measurement

Forrester's Customer Insights

FEBRUARY 2, 2024

Evolving your operations function from year to year requires careful planning, strong stakeholder management and avoidance of common mistakes that erode functional success.

2024 31

2024 Management Customers 31