CX Accelerator

NOVEMBER 11, 2022

In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up. We will also provide a recommended resource for anyone looking to improve their knowledge in a specific area. The 8 skills required by any CX team are: Strategy. Customer Journey Mapping.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

InMoment XI

OCTOBER 5, 2023

A lot of customer experiences hinge on your contact center’s effectiveness, which is why it’s important to ensure it’s a resource your customers find helpful, professional, and expedient. This feedback becomes even more valuable when you can harness a data platform that utilizes unstructured data analytics and creates actionable insights.

Contact Center 486

Contact Center Call Center Social Media Employee Experience 486

InMoment XI

APRIL 24, 2024

This allows healthcare centers to enhance patient experience, improve care, enhance operational efficiency, and gain deeper insights into patient behaviors and needs. By harnessing unstructured data across every touchpoint of the customer journey, they extract invaluable insights to drive the most informed and strategic decisions.

Contact Center 260

Contact Center Healthcare Insurance Social Media 260

InMoment XI

AUGUST 31, 2023

Here are five reasons why you should save your spot today: Reason #1: Embrace ‘Integrated CX’ for Your Brand Ever heard of integrated CX? Integrated Insights : Delivering both leading innovative technology and strategic expertise to deliver ROI. Your chance to learn from the best is here – seize it!

2023 260

2023 Workshop 2024 Events 260

Experience Investigators by 360Connext

OCTOBER 17, 2023

Customer experience (CX) has become a critical factor in the success of businesses worldwide. However, many people with that understanding don’t invest the time, effort, or resources needed to actually take action on that understanding. But it can’t be a priority without funding, resources, and defined outcomes.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Experience Investigators by 360Connext

DECEMBER 15, 2023

That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. Secure executive buy-in on CX (and build excitement with them).

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

InMoment XI

JUNE 2, 2022

These and other variables make a well-designed onboarding experience of utmost importance to organisations and their customer experience (CX) initiatives. One of the most commonly held beliefs in the customer experience world is that a CX programme that gathers incoming data is a CX programme that’s good enough.

Presentation 529

Presentation Feedback Customers Insights 529

InMoment XI

MAY 3, 2023

When it comes to starting a customer experience (CX) program, the right vendor (and solution) can make all the difference. Choosing the right vendor for your CX program can be a critical decision, as it can have a significant impact on the outcome of your program. What Is a Full Service CX Solution? Self-Service v.

Customer Experience 260

Customer Experience Reference Technology Brands 260

Experience Investigators by 360Connext

OCTOBER 24, 2023

Are you ready for another CX Pulse Check? Join Jeannie and Paige, as they talk about what’s happening right now in Customer Experience (CX). Imagine the insights you could gain if you knew how these businesses are enticing customers with exciting new offerings like curbside delivery, sample boxes, and impulse purchases.

Retail 270

Retail Connections Innovation Loyalty 270

InMoment XI

NOVEMBER 20, 2023

As we delve into the realm of AI in Customer Experience (CX), we will explore how this technology is reshaping the customer-business relationship. What is AI in CX? AI in CX stands for artificial intelligence in customer experience. Here are five key benefits that illustrate how AI is reshaping the CX landscape: 1.

Customer Experience 324

Customer Experience E Commerce E-support Social Media 324

InMoment XI

AUGUST 25, 2023

Choosing the right partner for your CX program is essential for creating a memorable customer experience and increasing customer loyalty. It’s clear that creating memorable experiences can not be overlooked, which means choosing a partner for your CX program is one of the most important decisions you will make for your business.

ROI 260

ROI Net Promoter Score Webinar Financial 260

Experience Investigators by 360Connext

MARCH 5, 2024

We’ll reveal how to navigate the customer journey with foresight and finesse, ensuring that your clients feel heard, valued, and—most importantly—cared for without draining your precious resources. And yes, we even touch on our first ‘bleep’ moment, a candid question that opens up a treasure trove of insights.

Customer Journey 143

Customer Journey Customers Communication Insights 143

InMoment XI

JULY 12, 2023

A well-designed CX strategy can be the main aspect that helps you attract and retain your customer base, so you don’t want to leave anything up to change. Empower your employees by providing them with the necessary training, resources, and authority to address customer needs effectively. How are their questions answered?

Customer Experience 260

Customer Experience Social Media Touchpoint Net Promoter Score 260

InMoment XI

JANUARY 25, 2024

For technology providers, the Magic Quadrant offers insights into competitive positioning which can guide strategic planning and marketing efforts. As a snapshot of the market at a given moment, it can provide valuable insights into technology vendors’ positions based on execution ability and vision completeness.

Reference 260

Reference Roadmap Innovation Technology 260

InMoment XI

JULY 13, 2023

In our recent virtual panel discussion, we explored how different financial firms are embracing the Consumer Duty Act and identified areas where most of their resources have been designated. The panelists shared valuable insights on embracing changes and putting customers at the center of their business.

Consumers 492

Consumers Financial Competitive Advantage Customer Centricity 492

Experience Investigators by 360Connext

JANUARY 16, 2024

On this episode of Experience Action, Jeannie Walters engages with a truly insightful listener question, exploring how to permeate a customer-first mindset throughout every leadership tier. She dissects the vital necessity for senior leadership’s committed involvement and its ripple effect on a company’s success.

Customer Experience 143

Customer Experience Leadership Customer Journey Loyalty 143

InMoment XI

FEBRUARY 25, 2022

Do companies recognize the high customer experience (CX) value of employee advocates? The EX/CX Connection. Truly effective organizations have wisely invested key resources in the stakeholder experience. This article was originally posted on CustomerThink.com. That’s my belief. and at every level of the enterprise.

B2C 529

B2C Employee Experience Culture Touchpoint 529

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it. This may sound contradictory for a CX professional to say.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Lumoa

APRIL 28, 2024

78% of customers have backed out of a purchase due to a poor customer experience (CX). The pressure is rising for businesses to step up their CX game. They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

Experience Investigators by 360Connext

FEBRUARY 1, 2022

They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . This manifests as not getting the resources, people, technology and tools they need to help actually deliver better experiences. Related: [Free Resource] CX Mission Statement Workbook.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

Experience Investigators by 360Connext

FEBRUARY 6, 2024

We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. And that’s a problem.

Metrics 270

Metrics Net Promoter Score NPS Effort Score 270

InMoment XI

FEBRUARY 13, 2024

Armed with insights from the stratified sample, they can develop targeted marketing campaigns and skincare products tailored to the specific needs and preferences of each age group. Use Stratified Sampling with InMoment Any good CX program is built on the foundation of understanding your customer.

Customer Experience 260

Customer Experience Customers Marketing Customer Base 260

Experience Investigators by 360Connext

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. Any CX charter should address the following six components: What is Our CX Vision?

Document 358

Document Net Promoter Score Government Leadership 358

InMoment XI

MAY 23, 2023

At Forrester CX EMEA, we heard from InMoment client Aegon, a Dutch public company for life insurance, pensions, and asset management. As a CX leader, you need to ensure the whole business is aware that every decision affects the customers’ experience. Check out this video!

Customer Centricity 260

Customer Centricity Workshop Culture Insurance 260

Experience Investigators by 360Connext

OCTOBER 31, 2023

She not only narrates the spine-chilling saga but also provides insightful solutions. Resources Mentioned: Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue? Are you unintentionally crafting a customer experience nightmare? Jeannie’s got you covered.

Customer Journey Mapping 264

Customer Journey Mapping Customer Journey Insights Customer Experience 264

InMoment XI

MAY 1, 2023

In today’s highly competitive business landscape, delivering exceptional customer experience (CX) is essential for any organization to remain relevant and successful. However, many businesses struggle to find success with their CX program because of organizational silos. This challenge likely sounds familiar to CX professionals.

Reference 260

Reference Culture Touchpoint Customer Centricity 260

Experience Investigators by 360Connext

FEBRUARY 27, 2024

Discover the transformative power of AI in shaping customer experiences as Maria Villablanca, CEO of the Future Insights Network, joins us to break down the evolving relationship between supply chain management and customer satisfaction. Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn !

2024 143

2024 Leadership Customer Satisfaction Insights 143

Interactions

APRIL 19, 2024

Recently, we hosted a workshop at Frost & Sullivan for the best and brightest in the CX industry. Here’s a summary of the workshop and the insights gleaned: Unlocking a Customer Experience Transformation Strategy The workshop, spanning 85 minutes, was structured to encourage active participation and meaningful discussions among attendees.

Insights 62

Insights Workshop Customer Experience Contact Center 62

InMoment XI

DECEMBER 6, 2021

Customer experience (CX) technology has taken what used to be a days-long process and condensed it to minutes. CX professionals need to know what to do with their feedback, tell a story with that feedback, and be able to adapt their approach to the customer experience as their business and the market evolve.

Feedback 493

Feedback Management Technology Government 493

InMoment XI

OCTOBER 26, 2021

Getting your C-suite onboard with customer experience (CX) programs can be a real challenge. While there’s no silver bullet for getting boardroom approval on more CX resources or program renewals, we’re going to break down three elements that can help warm the execs to your Experience Improvement (XI) initiatives.

Presentation 490

Presentation Connections Brands Insights 490

Experience Investigators by 360Connext

DECEMBER 20, 2023

That’s why we’re curious…how did your CX objectives go this year? And what changes are planned for budgets and resources in 2024?) Take the CX Change Agent Survey Here Your response would be greatly appreciated. Take the CX Change Agent Survey Here Your response would be greatly appreciated. Thank you!

2024 143

2024 Measurement Insights Customer Experience 143

Experience Investigators by 360Connext

JUNE 13, 2023

The Standalone CX Department Some organizations have embraced the importance of CX by creating a standalone department, often headed by a Chief Customer Officer (CCO) or a Chief Experience Officer (CXO). However, embedding a customer-centric culture can be challenging when CX is isolated from other departments.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

BlueOcean

NOVEMBER 13, 2023

From AI and VoC to EX and TX, here are some resources to inspire for the new year. And voice of the customer (VoC) analytics is one valuable piece of the CX puzzle. CallMiner presents a straightforward, and deeply insightful, overview of what VoC analytics can look like and how that insight plays a role in your business strategy.

Customer Care 177

Customer Care 2024 Multi-Channel Contact Center 177

Experience Investigators by 360Connext

NOVEMBER 28, 2023

Join Jeannie and her insightful guest Nate Brown , co-founder of CX Accelerator, as they decode the latest customer experience trends in the face of evolving consumer behavior. Buckle up for an episode filled with insights, discussions, and the cold hard truth about the world of customer experience.

2023 143

2023 Entertainment Touchpoint Connections 143

InMoment XI

FEBRUARY 21, 2024

However, probability sampling can be a great tool for CX practitioners because it allows them to systematically collect feedback from representative samples of customers, which enables them to gain deeper insights into customer needs, preferences, and satisfaction levels. What Probability Sampling Method is Best?

Measurement 260

Measurement Demo Customer Experience Customer Satisfaction 260

InMoment XI

OCTOBER 12, 2022

In fact, a study by Lee Resources reveals that 91% of unhappy customers won’t return to your brand at all. ” And though closed-loop systems have been around for a while now, they are still just as vital to you customer experience (CX) program! .” That’s where a closed-loop system comes in! Check out these seven tips.

Fashion 493

Fashion Communication Brands Financial 493

Experience Investigators by 360Connext

OCTOBER 3, 2023

You’ll hear some insights and practical advice on why and when to refresh these important tools. Resources Mentioned: CX Mission Statement Workbook CX Success Statement Workbook CX Charter Guidebook Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue?

Innovation 143

Innovation Feedback Insights Customer Experience 143