InMoment XI

FEBRUARY 8, 2023

IT and the digital team have to provide the tools to keep employees and customers informed and educated, while HR has to get the right people in the right roles to deliver the customer experience. Product development and operations have to deliver against those expectations. Again; not for the faint-of-heart.

Sports 295

Sports Financial ROI Leadership 295

GetFeedback

AUGUST 14, 2019

The customer experience is a journey, and continuous improvement is key to staying ahead and winning at CX. Do your core values speak to putting people first? Focus on the employee experience. A natural follow-on from culture is to consider the employee experience. Without employees, you have no customer experience.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

InMoment XI

MARCH 6, 2024

Elements of the process range from mapping the customer journey, deploying customer experience management software, and capturing customer feedback to tracking customer experience KPIs , developing service training programs, and launching strategic sales and outreach efforts. If you design for people, use people language.”

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

InMoment XI

DECEMBER 13, 2022

We strongly believe this should be a top priority for any team trying to improve customer or employee experiences to show that they are positively contributing to the financial outcomes of their business. When we manage client programs at InMoment, return on investment (ROI) is always top of mind.

ROI 493

ROI Call Center Return on Investment Measurement 493

Lumoa

JANUARY 24, 2024

That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. When to use text analytics This situation is where automated text analytics in customer feedback is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic.

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

Experience Investigators by 360Connext

FEBRUARY 6, 2024

But they are part of a bigger view that needs to include operational data, usage rates, behavioral analytics, and more. People who select 9 or 10 are considered Promoters, those who select 7 or 8 are Passives, and those who select 6 or lower are Detractors. Customers are nuanced. Leveraging their feedback needs to be, too.

Metrics 270

Metrics Net Promoter Score NPS Effort Score 270

Lumoa

APRIL 28, 2024

Sales through Word-of-mouth Marketing : People are 90% more likely to trust and buy from a brand recommended by a friend. Medallia is known for its robust analytics and reporting capabilities, providing in-depth insights into customer feedback and trends. times more likely to stick with a brand when their problems are solved quickly.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

Comm100

APRIL 10, 2024

Customer service: The current challenges Traditional customer service procedures face many limitations, with human employees often subjected to stressful experiences daily. Furthermore, this level of automation helps employees better serve clients and addresses the key challenges that can impact customer satisfaction.

Customer Service 84

Customer Service Customers Social Media Customer Satisfaction 84

Lumoa

JANUARY 19, 2023

Having the right people in your customer experience team not only strengthens your relationship with your customers but also encourages them to become repeat customers of the brand. Map Your Current Customer Journey 3. But when you’re looking for new people to fill roles your organization has never had, it can be quite a challenge.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Experience Investigators by 360Connext

MARCH 23, 2021

Time is limited and people are pressured. Survey results and behavioral analytics only tell you some of the story. As employees gain experience and move up in the organization, they often get farther away from customers. And debrief with the employee about what you heard, what’s common and what’s not, etc.

Customer Experience 271

Customer Experience Contact Center Metrics Feedback 271

TechSee

AUGUST 26, 2020

However, enhancing the customer journey requires an equal focus on another dimension of customer service: the employee journey. Omnichannel is also limited in its focus, considering only the relationship between the company and the customer, without factoring in employee experience. Omnichannel vs Multiexperience.

Customer Journey 124

Customer Journey Omnichannel Effort Score Multi-Channel 124

Playvox

JANUARY 25, 2024

Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting. Prevent and close employee skill gaps with a seamless integration to coaching.

Contact Center 77

Contact Center Omnichannel Net Promoter Score Management 77

TechSee

AUGUST 14, 2023

He grew Call Centre Helper Magazine’s audience from 40,000 visitors a week to well over 100,000, in just a few years, and certainly knows how to create engaging content that keeps people coming back for more! She works with business leaders to work out how to weave the customer into their already established cultures.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

TechSee

MARCH 7, 2023

Marlene Kolodziej, DBA, ITIL, Senior Vice President, Service Delivery, Ricoh – Recently highlighted as a CX Innovator, Dr. Marlene is a champion for customer and employee experience, driving the adoption of technology, experience engagement, and process to accelerate and shape digital transformation.

2023 207

2023 Contact Center Leadership Hospitality 207

Lumoa

FEBRUARY 14, 2024

This is the quality that draws people to your brand. Identify Customer Journey Pain Points The goal of this CX audit is to identify and hopefully eliminate all of a buyer’s potential pain points in their customer journey. To do so, you need a detailed list of all the potential touch points in the customer journey.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. The amazing thing about focusing on customers along their entire journey, including AFTER they become customers, is how it pays for itself in several ways. Is customer experience worth it?

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Thematic

MARCH 27, 2024

Watercare, New Zealand's largest water and wastewater utility, are responsible for bringing clean water to people and managing the waste water systems that safeguard the Auckland environment and citizen health.  This was a significant test of Watercare’s customer experience journey.

Chief Customer Officer 62

Chief Customer Officer Customer Journey Feedback Insights 62

eGain Blogs

AUGUST 12, 2022

1 technology for enhancing the three main customer service perspectives of operational performance, CX and employee experience.”. Representatives from blue-chip eGain clients are coming to the event to talk about their successful customer service and digital transformation journeys, powered by knowledge. Talk away, learn away.

Demo 87

Demo Contact Center Events Workshop 87

Retently

APRIL 5, 2024

Retailers leverage AI technology, such as chatbots and predictive analytics, to enhance customer experiences by providing immediate assistance and personalization. Both online and in-store experiences offer distinct advantages and can complement each other to provide a holistic and satisfying customer journey.

Retail 78

Retail Engagement Customer Experience Loyalty Programs 78

BirdEye

MAY 30, 2023

People are less likely to answer long surveys because of time constraints. Timing is key Send your SMS surveys at a time when people are more likely to respond, for example, after regular business hours, when they’re more relaxed. Reporting and analytics Choose software that includes reporting and analytics capabilities.

Insights 95

Insights Net Promoter Score Events Feedback 95

CSM Magazine

FEBRUARY 3, 2022

Ross Daniels at Calabrio shares his top tips for overcoming contact centre complexity to enhance customer and employee experiences. This means spending time listening to the right people and collating critical data points like complaints or service KPIs to truly understand where you are and what you are trying to achieve.

Customer Journey Mapping 52

Customer Journey Mapping Webinar Customer Journey Employee Experience 52

SurveySensum

NOVEMBER 9, 2023

It demands product/service quality, optimized customer journey, and most importantly, excellent customer service. In any organization, the leading factor for the quality of the customer experience is the employee. These are the people who create the product, organize the process, and deliver the experience to the users.

2024 52

2024 Management Customer Experience Demo 52

Lithium

APRIL 2, 2024

STIHL engages with millions of fans : STIHL reaches millions of people through their community-driven engagement and timely responses to grow brand love, connect with those seeking support, and so much more. Learn how Sky revolutionizes the customer journey and serves customers end-to-end.

2024 52

2024 Webinar Roadmap Events 52

CX University

APRIL 2, 2024

Employee experience is receiving increasing attention in our experience ecosystem. Companies increasingly recognize that employee experience can be positive, powerful, and influential in engaging customers. These are critical milestones in the employee journey. And when they are so engaged, they experience “Flow.”

2009 52

2009 White Paper 2024 Financial 52

Method:CRM

JULY 11, 2022

While many factors contribute to customer experience, the primary touch points are people and products. These are examples of how people and products deliver a great customer experience. . If a customer’s entire buying journey is enjoyable, then you have a good customer experience. Choice: People love having options.

Customer Experience 92

Customer Experience Customer Journey Mapping Loyalty Programs Omnichannel 92

Magellan Solutions

JULY 13, 2023

RPA performs high-volume, repeatable activities by mimicking how people interact with software. AI-powered data analytics enable businesses to make data-driven decisions. It offers data-driven insights for intelligent decisions and predictive analytics for tactical planning. AI reduces manual labor and expedites operations.

Competitive Advantage 97

Competitive Advantage Customer Satisfaction Innovation Call Center 97

SurveySparrow

MAY 2, 2023

HR reporting and analytics are essential for managing its workforce effectively. These tools allow HR professionals to collect, analyze and interpret data related to employee performance, absenteeism, turnover, and other HR metrics.

Metrics 52

Metrics Measurement Employee Experience Omnichannel 52

TechSee

DECEMBER 31, 2019

Analytics will drive hyper-personalized experiences. In 2020, the challenge will be to capture, use, analyze and draw deeper insights from data in order to track and personalize each customer journey, with the goal of boosting brand loyalty. In fact, the number of people who work from home has increased by 140% over the past decade.

2020 136

2020 Customer Service Contact Center Social Media 136

Experience Investigators by 360Connext

APRIL 13, 2021

Customer interviews can be a key step in: Customer Journey Mapping. Customer quotes can be used to tell your customer’s story on a customer journey map or in a persona. Interviewing customers, former customers, and almost-customers is a great way to really listen to the people who actually traveled through the customer journey.

Customer Journey Mapping 291

Customer Journey Mapping Customer Journey Feedback Brands 291

CSM Magazine

SEPTEMBER 14, 2023

At the center of the research findings, the lynchpin to standout customer experiences is a strong dedication and discipline to CX fundamentals, such as people, training, and robust processes, that layer in advanced technology, and not vice versa. email, chat, live, social, etc.)

Consumers 59

Consumers E Commerce Multi-Channel E-support 59

Thematic

APRIL 12, 2023

People sit and have meetings at that table because it's so central to the company culture and values. At a certain point, when manual analysis becomes unmanageable, feedback analytics software like Thematic can help close the gap and keep you close to your customers. Don’t just survey people for the hell of it.

Customer Centricity 62

Customer Centricity Culture Voice of Customer Multi-Channel 62

Experience Investigators by 360Connext

MARCH 10, 2020

There are robust platforms that promise a seamless journey for your customers. There are data sets and analytics and pivot tables, oh my! . While we might be able to accept the idea that grouping people always leads to exceptions and imperfect data, it’s still data. So , what’s a customer experience leader to do? .

Customer Experience 162

Customer Experience Feedback Customer Journey Customer Experience Management 162

Feedbackly

JANUARY 10, 2023

This is not just our opinion, and although there are many topics in the customer experience community which professionals do not see eye-to-eye on, the importance of customer feedback, analytics tools, and customer communication are widely agreed upon. CX Platform: Analytics Dashboard (Mandatory).

Customer Journey Mapping 52

Customer Journey Mapping Customer Experience Customer Journey Feedback 52

Natalie Petouhof

AUGUST 15, 2022

“Listening” to customers and employees today can be complex. It involves capturing not just what people tell us, but also how they’re interacting with our customer experience channels and how they feel doing this. Ideally, listening uses advanced analytics and artificial intelligence (AI) to uncover issues and opportunities.

Customer Experience 52

Customer Experience White Paper Contact Center Competitive Advantage 52

Win the Customer

APRIL 18, 2023

Like any strategic initiative, customer journey mapping is not without its challenges. In the ever-evolving landscape of customer-centric business models, the importance of mapping out the customer experience journey cannot be overstated. However, like any strategic initiative, customer journey mapping is not without its challenges.

Customer Experience 52

Customer Experience Customer Journey Mapping Competitive Advantage Customer Centricity 52

Gainsight

MARCH 25, 2020

Companies, as well as their employees, are learning to adapt to the new normal of working from home, the economic fallout from the crisis, the business impact to their customers—the list goes on. We used the Journey Orchestrator functionality in Gainsight. Coordinate email and in-app communications without spamming clients.

Communication 143

Communication Fashion Financial Hospitality 143

West Monroe

FEBRUARY 26, 2024

Our guests have shared their remarkable journeys, insights, and practical advice on embracing digital strategies. The origin of our brand is that we want to be the first one everywhere; we want to make the headlines, which help us get into spaces that people are just not even thinking about yet or they're reluctant to enter.

Healthcare 59

Healthcare Hotels Innovation Technology 59