InMoment XI

NOVEMBER 30, 2023

In this comprehensive guide, we will delve into the intricacies of brand reputation management, exploring strategies, key components, pitfalls to avoid, and the role of online and employee reputation management. Monitor Online Presence: Use tools to monitor mentions of your brand across various online platforms.

Brands 378

Brands Management Multi-Channel Social Media 378

InMoment XI

JUNE 21, 2022

Make sure your CX platform is equipped to layer all types of feedback, whether that be direct (surveys) data, indirect data, or inferred (CRM) data. #3: After 14 customer experience speakers, 250 delegates, two hands-on workshops, and hours of networking on the Sydney Harbour cruise, the 2022 Sydney XI Forum is done and dusted.

Customer Experience 260

Customer Experience Workshop 2022 Events 260

InMoment XI

JANUARY 16, 2024

Contact center AI employs NLP to analyze and comprehend the meaning of customer inquiries, regardless of the channel used (voice, chat, email). These agents can engage in text-based or voice-based conversations that provide assistance, answer queries, and guide users through processes. What is Contact Center AI?

Contact Center 260

Contact Center Virtual Agent E Commerce E-support 260

InMoment XI

AUGUST 23, 2023

Low employee engagement : The quality of customer experiences is closely tied to employee commitment. If your employees are disengaged or disconnected from the company’s mission, values, and customers, it will inevitably reflect in customer interactions. What is Customer Experience Transformation?

Customer Experience 260

Customer Experience Omnichannel Innovation Loyalty 260

InMoment XI

MARCH 21, 2023

This hectic environment is on the top of both employees’ and employers’ minds, making employee experience (EX) initiatives vital to retaining talent and keeping morale up. Carrieres shared that the answer of whether employees should return to the office full-time is much more complex than anyone is giving it credit for.

Social Media 260

Social Media Employee Experience Culture Feedback 260

InMoment XI

NOVEMBER 21, 2022

For instance, in the pre-purchase stage, in-store employees should have substantial knowledge about products and understand what customers need. Employees should be trained to create positive interactions from the beginning all the way up to the final moment of purchase. Let’s jump right in!

Loyalty 260

Loyalty Social Media Banking Customer Journey 260

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. With customer experience management emerging as a key growth strategy for companies across a wide variety of industries, the importance of delivering great experiences cannot be understated.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

InMoment XI

OCTOBER 28, 2021

I often talk about customer experience lying at the intersection of communications, operations, technology, and employees. I often talk about customer experience lying at the intersection of communications, operations, technology, and employees. Which really means it encompasses all aspects of your organization.

Airlines 493

Airlines Government ROI Webinar 493

InMoment XI

OCTOBER 19, 2021

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). In a nutshell, Lexalytics, and Tethr are data analytics platforms focusing on structured and unstructured customer data, as well as solicited and unsolicited feedback.

Customer Experience 493

Customer Experience Social Media Call Center Metrics 493

InMoment XI

FEBRUARY 12, 2024

This involves integrating various tools and platforms to streamline processes, automate workflows, and enhance overall efficiency in delivering exceptional customer experiences. In the midst of today’s bustling and intricate business landscape, deciphering the ever-evolving wants and needs of customers can feel like navigating through a maze.

NPS 260

NPS Net Promoter Score Effort Score ROI 260

Lumoa

APRIL 28, 2024

That’s where customer experience platforms come in. If you are looking for a customer experience platform that fits your needs, we compared three major tools to help you find the right one: Medallia, Qualtrics, and Lumoa. 78% of customers have backed out of a purchase due to a poor customer experience (CX).

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

InMoment XI

DECEMBER 29, 2022

The InMoment platform is fully WCAG 2.0 The InMoment platform is fully WCAG 2.0 As people gather this time of year to reminisce and look toward the future together, everyone at InMoment agrees that 2022 brought some XI-ting adventures! 5: I nMoment Appoints Executive Chairman John Lewis as Chief Executive Officer.

2022 260

2022 2023 B2B 2021 260

Inbenta

APRIL 10, 2024

DALLAS, TX – March 26, 2024 – Inbenta, a complete customer experience platform powered by AI, today unveiled three enhancements to its award-winning Digital Instructor product (formerly Horizn Digital Demos). The tool lets companies create a library of helpful how-to content, providing direct support to customers and employees.

2024 52

2024 Download Contact Center Demo 52

Thematic

APRIL 3, 2024

Voice of the Customer (VoC) is your weapon for protecting your loyal customers. Use a Voice of the Customer (VoC) program to get a clear understanding of what they really want and expect from your business. The best eCommerce customers have a high repeat purchase rate and leave positive comments. What’s happening?

Social Media 62

Social Media Feedback NPS Insights 62

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. Have we considered current research showing that at-home employees are more satisfied than those required to go into an office?

Call Center 98

Call Center Contact Center Culture Engagement 98

Experience Investigators by 360Connext

JANUARY 18, 2022

And customer experience management requires a thorough approach to training and education for all employees. And that training can feel tactical and task-driven, like explaining how to track customer records in a Customer Relationship Management (CRM) platform. I tend to agree. The Common Method of Customer Experience Training.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

BirdEye

SEPTEMBER 12, 2023

We live in times that demand every business to have some presence on at least 2-3 social media platforms. You can no longer afford not to have a social media strategy for your business. But for businesses new to this medium, knowing what works and what doesn’t can be difficult. There is heavy competition among brands on social media.

Social Media 105

Social Media Measurement Brands Leadership 105

Lumoa

OCTOBER 31, 2021

The Lumoa platform has been integrated into Forsta’s world-class experience platform to provide advanced AI-driven analytics to customers seeking to quickly identify the trends and insights that matter the most. Both solutions also support more than 60 international languages.

2021 83

2021 Touchpoint Customer Centricity Insights 83

TechSee

AUGUST 31, 2022

Making the leap from engaging with customers and agents via text and voice, to visual and live video is a big step. The impact of the jump from text and voice to video, is transformative, providing context and clarity to every interaction. How does your platform remove user friction, and promote adoption? End-User Adoption.

Engagement 109

Engagement Technology Culture Omnichannel 109

ShepHyken

MAY 27, 2022

She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience. Today, business leaders strive to understand their employees better and invest in strategies and solutions that augment their employee’s productivity to deliver valuable work.

Call Center 126

Call Center Technology Customers Engagement 126

Thematic

MARCH 27, 2024

Navigating Voice of the Customer data Watercare have long recognized the importance of capturing and analyzing customer feedback through a Voice of the Customer (VOC) program. On a typical day, Aucklanders don’t say much to Watercare. Being a utility, they usually only hear from customers when things are going wrong.

Chief Customer Officer 62

Chief Customer Officer Customer Journey Feedback Insights 62

Solvvy

OCTOBER 12, 2022

24/7 service: Unlike employees, chatbots are available around the clock every day, all year long. What is a Chatbot Platform? Additionally, the chatbot’s persona that gives it a voice and a way to phrase responses can vary, so it has the most appeal to customers. According to Statista, 88% of U.S.

2030 94

2030 Virtual Agent Interaction Technology 94

SurveyGizmo

JANUARY 4, 2023

Today we announce Alchemer’s acquisition of Apptentive to customers and employees. People call it customer experience (CX), employee experience (EX), voice of the customer (VoC), feedback management (EFM), survey software (SS), or experience management (XM). By David Roberts, Alchemer CEO.

Feedback 52

Feedback Employee Experience Engagement Innovation 52

SurveySensum

APRIL 1, 2024

And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand. Transparency, quality, and authenticity are pillars on which a startup can build a foundation of trust. Let’s get started! Why is Customer Trust Important for Startup Brands?

Brands 52

Brands Social Media Feedback Loyalty 52

SurveySparrow

JUNE 20, 2023

Voice of Customer programs are like a trusty GPS to navigate the tricky and ever-shifting landscape of customer preferences. For businesses seeking to enhance their customer experience, a Voice of the Customer program can provide the exact direction and understanding they need to make informed decisions.

Voice of Customer 52

Voice of Customer Customer Journey Mapping Social Media Multi-Channel 52

SurveySensum

FEBRUARY 28, 2024

Do you crave honest feedback in your employee surveys? Do you want to uncover the real issues your employees are facing? They allow employees to share their thoughts openly and honestly without fear of repercussions, leading to more accurate insights and actionable feedback for improving the employee experience.

2024 52

2024 Feedback Demo Social Media 52

SurveySensum

FEBRUARY 14, 2024

As someone who’s been in the Customer Experience field for years, I can tell you that the secret sauce to a successful business is understanding your employees. Understanding your employees can lead to better alignment with company goals and increased engagement, boosting productivity and customer satisfaction.

2024 52

2024 Feedback Culture Demo 52

SurveyGizmo

JUNE 9, 2021

Alchemer (formerly SurveyGizmo) – a global leader in customer experience (CX) and voice-of-the-customer (VOC) technology – announced today the hiring of Brandi Vandegriff as CTO. She has the customer-experience history to help our customers achieve maximum value from the Alchemer platform.”. LOUISVILLE, COLORADO, JUNE 9, 2021?–?

Leadership 98

Leadership 2021 Customer Centricity NPS 98

SurveySensum

FEBRUARY 26, 2024

Are you actively listening to the voices of your employees about your company? I’ve always believed in the power of employee feedback to drive business success. In fact, the cost of replacing an individual employee can range from 0.5 to 2 times the employee’s annual salary. But how to do that?

2024 52

2024 Culture Feedback Rewards Programs 52

CSM Magazine

APRIL 20, 2023

Startek integrated Zenarate into its Startek Agent AI to enhance employee experience and deliver a superior customer experience. Startek has integrated Zenarate as part of Startek AI Coach into its Startek Agent AI platform to help develop confident top-performing new hires and tenured agents.

E Commerce 59

E Commerce Telecommunications Contact Center E-support 59

BirdEye

SEPTEMBER 22, 2022

Whether you’re chatting with employees, customers, or vendors, it’s important to have a clear and concise communication method. Employees can use team chat to easily collaborate and have real-time conversations. Here is a list of the top benefits: Improves communication between employees. Google Chat 4.

Healthcare 98

Healthcare Communication Retail Document 98

BirdEye

SEPTEMBER 21, 2023

G2’s Online Reputation Management Grid® Report at a glance G2’s Grid® Report represents the voices of real software users. G2’s Online Reputation Management Grid® Report at a glance G2’s Grid® Report represents the voices of real software users. 95% believe that Birdeye is headed in the right direction.

2023 111

2023 Management Feedback Customer Experience Management 111

SurveySparrow

JULY 26, 2023

In that case, you must adopt the Voice of Customer (VOC) solution. Understanding the Voice of Customer (VOC) Voice of Customer (VOC) refers to the process of actively gathering and understanding customers’ opinions, preferences, needs, and expectations regarding a product, service, or brand. We’ve got you covered.

Voice of Customer 52

Voice of Customer Social Media Competitive Advantage Customer Centricity 52

BirdEye

DECEMBER 1, 2020

More often than not, businesses make decisions based on partial data and as a result, the gap between what the customer wants and gets keeps increasing – The gap between Voice of Customer (VoC) and customer experience (CX). It’s almost like the blueprint to fantastic customer experience is handed out. Why does the gap exist?

Customer Experience 98

Customer Experience NPS Customer Journey Touchpoint 98

BirdEye

DECEMBER 7, 2021

How to enable texting from your business landline What to look for in a business text messaging platform Frequently asked questions How Birdeye can enable texting from your business landline. You or your employees may not always feel comfortable giving out their personal cell number to customers. How times have changed.

Multi-Channel 98

Multi-Channel Wireless 2003 Social Media 98

SurveyGizmo

FEBRUARY 14, 2023

Alchemer Workflow leverages Alchemer’s award-winning heritage to deliver the fastest, easiest, most effective way to close the feedback loop with customers and employees. With Alchemer Workflow, our customers collect the best feedback and build on it to create deeper, more engaged relationships with customers and employees.”

Feedback 52

Feedback 2023 Customer Retention Connections 52

SurveySensum

NOVEMBER 15, 2023

After gathering and analyzing your survey data, with the help of a robust product feedback platform, you realized that users are leaving because your tool doesn’t provide real-time team collaboration. You’re making waves in the industry, but here’s the scoop – you recently lost three of your high-value customers. Ouch, right?

Feedback 52

Feedback Brands User Experience Customer Satisfaction 52