Experience Investigators by 360Connext

MARCH 5, 2024

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction. in both areas.

Employee Experience 260

Employee Experience Customer Experience Net Promoter Score Customer Journey Mapping 260

InMoment XI

JUNE 30, 2022

This year, the InMoment team put together the first ever XI Forum Singapore—and what a day it was! With 100 delegates and five customer experience experts from the leading brands in Southeast Asia, this day was one to remember. 3 Things Customer Experience Experts Had to Say at XI Forum Singapore.

Customer Experience 528

Customer Experience Customer Retention Events Communication 528

InMoment XI

OCTOBER 5, 2022

Employees , regardless of the products or services they provide, are the ones setting the tone for their company and brand. And when employees are fully engaged and satisfied with their job, it shows. They become passionate advocates who positively affect the customer experience. Don’t tell your staff what to do.

Feedback 493

Feedback Customer Centricity NPS Definition 493

InMoment XI

MAY 4, 2022

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Value is created by satisfied, loyal, and productive employees. 6 Tips for Fostering Employee Loyalty.

Loyalty 580

Loyalty 2011 Call Center Leadership 580

InMoment XI

FEBRUARY 3, 2022

If we were to sum up what brands need to know about Gen Z customer experience preferences (and employee experience preferences) in a few words it would go something like this: they’re different. It makes sense, then, that their standards for customer and employee experiences would be higher than ever, too.

Employee Experience 529

Employee Experience Brands Social Media Customer Experience 529

InMoment XI

DECEMBER 21, 2021

Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior. Years later, much of what we discussed still rings true, like a silver carol bell. Here is some of what was covered.

Customer Experience 529

Customer Experience Loyalty Advertising Leadership 529

InMoment XI

OCTOBER 26, 2022

These tribulations can take many forms; defining customer loyalty in emerging consumers, creating seamless retail experiences across channels, tracking a customer base that seems to be in multiple places at once, and keeping up with a digital landscape that changes as frequently as the Cleveland Browns change quarterbacks.

Retail 529

Retail Customer Centricity Government Chief Customer Officer 529

InMoment XI

JULY 18, 2022

In our last blog about creating an excellent food service customer experience (CX), we talked about how vital customer reviews are to growing your business (and how your customer experience plays a pivotal role in making sure your reviews are positive). . Building employee buy-in comes from rallying around the employees.

Feedback 492

Feedback Culture Customers Customer Experience 492

InMoment XI

JANUARY 18, 2022

It’s never been more important to stay tuned into employee and customer experience trends. In the past few years, businesses have had to pivot countless times in order to adapt the experiences they provide customers, employees, and the greater market. About the 2022 Experience Trends Report. A Word About COVID.

2022 493

2022 Measurement Entertainment Hospitality 493

InMoment XI

JULY 20, 2022

Organizations around the world are actively evaluating—and seeking to better understand—the decision-making and behavioral influence of employee and customer trust, the drivers of emotional bonding with a brand or company, and what is required to create and sustain a more valuable branded experience. Learn more here! #2:

Article 493

Article Brands B2C B2B 493

InMoment XI

NOVEMBER 15, 2023

With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. Customer experience analytics is the practice that empowers businesses to do just that. What is Customer Experience Analytics?

Insights 324

Insights E Commerce Customer Experience E-support 324

InMoment XI

OCTOBER 20, 2022

After nine EMEA customer experience experts, 200+ delegates, eight workshops, and hours of fun and networking at the colourful evening reception, it’s safe to say the XI Forum Europe was a success! If you missed out on the event, don’t worry—here are five key takeaways you can use to apply to your experience programme today!

Customer Experience 529

Customer Experience Culture Workshop Omnichannel 529

InMoment XI

JANUARY 25, 2022

Employee engagement has become a hotter topic than ever in the age of The Great Resignation. Millions of employees are quitting their jobs and heading elsewhere, leaving countless organizations scrambling to retain their remaining talent and/or evaluate why their workforce is in such flux. Element 1: Organizational Culture.

Engagement 529

Engagement Culture Document Employee Experience 529

InMoment XI

APRIL 26, 2022

It’s important for brands to create diverse and inclusive customer experiences (CX) and employee experiences (EX)—not ‘just’ because being more inclusive is the right thing to do, but also because organizations have a lot to gain from accommodating greater diversity in every experience they create.

Customer Experience 493

Customer Experience Employee Experience Social Media Roadmap 493

InMoment XI

MARCH 4, 2022

One tool is practically synonymous with the customer experience (CX) industry: surveys. Sending out a targeted survey is the first step to improving customer experiences, employee experiences, and even the bottom line. But what are the best practices for creating a targeted survey? How do you get started?

Customer Experience 556

Customer Experience Touchpoint Employee Experience Customers 556

InMoment XI

FEBRUARY 25, 2022

Do companies recognize the high customer experience (CX) value of employee advocates? Employees are the key, critical common denominator in optimizing the customer experience. Very often, either directly or indirectly, they are at the intersection of customer/vendor experience. That’s my belief.

B2C 529

B2C Employee Experience Culture Touchpoint 529

InMoment XI

FEBRUARY 1, 2024

Understanding customer and employee sentiment is more than just a competitive edge—it’s essential, with companies in every industry and sector focusing resources on comprehending it. So for starters… What is Spotlight ? Let’s go over what these are and their broader implications. Data is gold.

Social Media 260

Social Media Insights Metrics Loyalty 260

InMoment XI

MAY 18, 2022

What Is Friction in the Customer Journey? But if you’re a customer experience professional, “friction” is probably a term you’ve heard whenever your teammates talk about reducing customer churn. The result is both a meaningfully improved experience and saved customer relationships. 1: Understand The Moments That Matter.

Customer Journey 529

Customer Journey Touchpoint Customer Retention Banking 529

InMoment XI

MAY 31, 2022

We know that everyone is sick of talking about COVID, but the pandemic has had far-reaching effects on customer experience (CX) and employee experience (EX) that will persist long after the virus is finally contained. Why has this become so much more common, and how has that problem changed employee experience?

Employee Experience 529

Employee Experience Airlines 2022 Brands 529

InMoment XI

JULY 12, 2022

It’s common for frontline employees like contact center agents to be inundated with them—schedule adherence, efficiency, handle time, and hopefully, amid all of that and more, customer experience (CX) metrics. We’ll also discuss how best to use data to recognize employees for excelling at the executing moments that matter to customers.

Contact Center 529

Contact Center Metrics Customer Centricity Culture 529

CX Accelerator

NOVEMBER 7, 2023

A company might not be customer-centric if they… As I reflected on this experience, I realized that there were a number of indicators that this company might not be customer-centric. With this in mind, I asked a few of my friends on the , Customer Experience Question of the Day (#CXQOTD ) on X to complete this sentence.

Customer Centricity 316

Customer Centricity Airlines Net Promoter Score Books 316

InMoment XI

MAY 17, 2022

At the very least, no matter what department you operate out of, you’ve seen the unprecedented level of churn the job market is experiencing right now. And that might leave you wondering: what employee must haves are convincing employees to leave their old jobs for new ones? What Do Employees Want from Their Employers?

2022 492

2022 Culture Connections Brands 492

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

InMoment XI

DECEMBER 23, 2021

Every holiday season, we at team InMoment like to look back and reflect on what we’ve learned about employee and customer Experience Improvement, and then put those top learnings into a “cheat sheet” of sorts for our readers. And let’s be honest, that refresher is exactly what we all need after the holiday break.

2022 529

2022 Customer Experience Feedback Brands 529

InMoment XI

MARCH 23, 2022

The news media has been rife this last year or so with stories of The Great Resignation—an unprecedented tidal wave of job market churn that has seen millions upon millions of employees quit their jobs. Burnout, disengagement, and a lack of employee support have, unfortunately, been hallmarks at many organizations for many, many years.

Brands 493

Brands Document Employee Experience Events 493

InMoment XI

OCTOBER 18, 2022

A great deal of customers and the brands that serve them are facing unprecedented uncertainties; understanding them is key to organizational success, delivering Experience Improvement (XI), and ensuring that your customer experience (CX) program is operating optimally. Challenge #1: Price Increases. Challenge #2: Efficiencies.

Brands 529

Brands Transportation Events Article 529

Experience Investigators by 360Connext

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. Customer experience is more than one area, product, service or person.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

InMoment XI

DECEMBER 1, 2022

Curious to know a little more about us and our differentiated Experience Improvement (XI)? But when it comes to your business, there are simply some moments that matter more, to your customer, employees, and beyond. What Is Experience Improvement (XI)? Well allow us to introduce ourselves! Own the Moments That Matter.

Return on Investment 493

Return on Investment Automotive ROI Reference 493

InMoment XI

AUGUST 18, 2022

More than ever before, proving the ROI of customer experience is absolutely vital. Businesses are under pressure (amidst the Year of the Squeeze, declining employee retention, etc.) And, unfortunately, customer experience programs may fall on the chopping block. 3 Keys to Prove the ROI of Customer Experience.

ROI 557

ROI Customer Experience Webinar Financial 557

InMoment XI

OCTOBER 14, 2021

There are a lot of elements to building a successful customer experience (CX) or employee experience (EX) program, but one of the most fundamental is employee and customer journey mapping. When you map your journeys, you get a much better idea of which stakeholders need to be involved in your experience world.

Customer Journey Mapping 485

Customer Journey Mapping Customer Journey Touchpoint Employee Experience 485

InMoment XI

OCTOBER 11, 2021

And taking the time to understand employee thoughts, feelings, and feedback can be a game changer. After all, your employees are the ones keeping the wheel running. And if they don’t feel supported in their goals, employees are three times more likely to be job hunting. Hence the phrase: anonymous employee experience/feedback.

Employee Experience 493

Employee Experience White Paper Feedback ROI 493

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . Without action , customer experience becomes a nice platitude, but not a path to greater success.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

Experience Investigators by 360Connext

JANUARY 5, 2022

C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. What did that plan look like? So come with me to the future, and let’s “recap” what made your year so successful. . You started by defining what customer experience success meant to your organization. .

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

Michel Falcon Experience

JULY 18, 2016

Does the thought of aligning your entire company, improving your customer experience and increasing employee engagement interest you? If so, this post is for you – I want to introduce you to peer cross-training as a way to improve alignment, customer experience and employee engagement in the next 30 days.

Engagement 68

Engagement Customer Experience Workshop Presentation 68

Experience Investigators by 360Connext

DECEMBER 14, 2021

When it came to customer experience, leaders dealt with all sorts of changes and challenges. The introduction of vaccines led to some employees coming back to the office. That’s where customer experience leaders can lean in and really lead in this new year. What expectations can be reset for customers, and how?

2022 372

2022 Customer Experience Airlines Customer Journey Mapping 372