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. For organizations of any size, managing CX can be a complex and challenging process that involves executive commitment, strategy, and integration of technology.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

InMoment XI

DECEMBER 6, 2021

And when I look back on all that, I couldn’t be more grateful for customer feedback management platforms (also known as CFM platforms). Customer experience (CX) technology has taken what used to be a days-long process and condensed it to minutes. How to Choose a Customer Feedback Management Platform.

Feedback 493

Feedback Management Technology Government 493

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

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). I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. Let’s look into it.

Customer Experience 493

Customer Experience Social Media Call Center Metrics 493

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.

Customer Experience 324

Customer Experience E Commerce E-support Social Media 324

InMoment XI

AUGUST 23, 2023

What is Customer Experience Transformation? If you do not undergo continuous customer experience management to help your business keep up with customer and industry competitors, you may develop a static CX program. As customer preferences change and new technologies emerge, businesses that fail to adapt risk being left behind.

Customer Experience 260

Customer Experience Omnichannel Innovation Loyalty 260

InMoment XI

AUGUST 3, 2022

You’ve probably seen that writing on the wall ever since The Great Resignation kicked off in early 2021, but if you’re not sure where to start, we have you covered! How We Got Here. Sure, happy customers help a strong bottom line, but passionate, bold, and invested employees are what encourage those customers to keep doing so.

Employee Experience 557

Employee Experience Brands Roadmap 2021 557

InMoment XI

JANUARY 13, 2022

Here are the three steps Chevron Federal Credit Union took to reinvigorate its customer experience (CX) program: Step #1: Streamline Surveys to Align CX Objectives Across the Business. With more than 110,000 members in eight states, how do you turn survey data and feedback into efficient action?

NPS 493

NPS Metrics Feedback Presentation 493

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. Here’s what you need to know according to our data: What Is Most Important for the Gen Z Customer Experience & Employee Experience?

Employee Experience 529

Employee Experience Brands Social Media Customer Experience 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

Experience Investigators by 360Connext

MAY 11, 2021

The customer walks away with a perception of what the brand is, and whether or not this brand lives up to its promises, with every step along their personal journey. Leaders often say, “We’re just getting started with customer experience,” but that’s a myth. ” What is Customer Experience Management?

Customer Experience Management 291

Customer Experience Management Customer Experience Management Government 291

InMoment XI

MARCH 4, 2022

One tool is practically synonymous with the customer experience (CX) industry: surveys. Once a targeted survey has collected the desired data, a top-notch Experience Improvement platform mines that data using advanced analytics to uncover actionable insights. But what are the best practices for creating a targeted survey?

Customer Experience 556

Customer Experience Touchpoint Employee Experience Customers 556

InMoment XI

JULY 12, 2023

How exactly do you do this? 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. So how do you guide customers through these stages? What does their interaction look like? How are their questions answered?

Customer Experience 260

Customer Experience Social Media Touchpoint Net Promoter Score 260

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. That’s where customer experience platforms come in. In This Article: Why You Need a Customer Experience (CX) Platform Platform Overview Which Platform Fits Your Needs?

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

Experience Investigators by 360Connext

JANUARY 18, 2022

It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ ’ CX is much more than these, though. The CEO gets on stage and announces a new mantra: We love customers! Why does Customer Experience Training Matter? A strategy.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

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. What is Brand Reputation Management? Doing this allows you to cultivate a strong and recognizable presence in the market.

Brands 378

Brands Management Multi-Channel Social Media 378

TechSee

APRIL 22, 2024

In today’s fast-evolving service landscape, companies are continuously innovating to improve customer experience (CX). However, the true potential of investing in CX innovation often remains untapped due to barriers that hinder adoption. The last thing these customers want is a bigger headache when trying to solve their problem.

Innovation 109

Innovation Download Sports Technology 109

Experience Investigators by 360Connext

MARCH 8, 2021

But what does that mean? And what’s most important to prioritize in education? What is a learning path? Learning paths, thanks to virtual learning environments and Learning Management Systems (LMS) available now, can serve up just what each learner needs at the right moment. . You can do this, too.

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

InMoment XI

SEPTEMBER 22, 2022

Of all the unicorns that brands and organizations chase with their customer experience (CX) programs, higher survey response rates are one of the best-known… and sometimes the most elusive. This is especially true right now, when survey response rates are declining due to a litany of new and unprecedented causes. Why Survey Rates Fall.

Social Media 493

Social Media Document Brands Feedback 493

TechSee

FEBRUARY 19, 2024

Are LLMs the right way approach to CX automation? What other infrastructure and investments are required? We will have to dive a bit deeper to understand if LLMs are truly capable of CX automation in your business. Pros of LLM-Powered CX Automation Reduced Costs Automation should significantly reduce overheard.

Virtual Agent 124

Virtual Agent Interaction Document ROI 124

COPC

MARCH 11, 2024

Below, we present the culmination of our insights with critical questions that leaders need to consider throughout the employee lifecycle. Ask the following questions for a more robust hiring process: Have we set clear minimum criteria for hiring and training to ensure we onboard the ideal team members? See Figure 2.

Call Center 98

Call Center Contact Center Culture Engagement 98

Think Customers

MAY 1, 2024

This article is published through a partnership with the European CX Organisation (ECXO). To understand them, we must consider the unique and specific context of enterprise software, which differs significantly from consumer software in terms of user expectations, purchase processes, and implementation scale.

ROI 52

ROI B2B Sales Customer Success 52

Experience Investigators by 360Connext

AUGUST 1, 2023

This isn’t just a CX issue. This is a game changer in every industry, and CX leaders will be asked to participate whether they’re ready or not! Simply introducing AI tools without context can do more harm than good! Start by defining the problem you want to address and envision and define what success looks like.

Customer Service 143

Customer Service Customer Experience Customers Leadership 143

Experience Investigators by 360Connext

APRIL 25, 2023

“We believe in a customer-centric culture!” “Our Our values include putting the customer in the center of everything we do.” “We We are committed to being customer-centric.” I’ve seen posters that say, “What will the customer think?” Those might do some good. What is Culture, Anyway? Sound familiar?

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

TechSee

MARCH 11, 2024

In this post, we will provide some core concepts you will need to understand the Conversational AI landscape better and, ideally, find the right Conversational AI for CX partner for your particular needs. Is this the right Conversational AI provider for my CX needs? What problem am I trying to solve?

Culture 124

Culture Virtual Agent Innovation Technology 124

ShepHyken

SEPTEMBER 3, 2021

This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. What is a CX management platform? How can a customer experience management platform improve productivity? Automates repetitive CX operations .

Customer Experience Management 143

Customer Experience Management Management Contact Center Customer Experience 143

Beyond Philosophy

DECEMBER 22, 2023

We host Alex Mead , Global Customer Service Experience Director of Alvarez & Marsal ( alexmead@sky.com ), to discuss this crucial topic and its implications for experiences. This means we can communicate with AI as if we’re conversing with a human, whether through speech or text. Check it out here.

Workshop 89

Workshop Consulting Financial Information 89

Lumoa

JANUARY 8, 2024

AI tools are changing the way we analyze customer feedback. This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. Think about all the customer feedback we see – tweets, reviews, comments, surveys. What’s the intensity of these sentiments?

Social Media 157

Social Media Feedback User Experience Insights 157

Lumoa

MAY 5, 2022

Customer Experience (CX) is far more than traditional customer service and marketing. In This Article: What is Customer Experience? CX is the customers’ experience of the product or service itself. CX is the customers’ experience of the product or service itself.

Customer Experience 110

Customer Experience E Commerce Consulting E-support 110

Experience Investigators by 360Connext

AUGUST 19, 2020

You’ve heard of SMART goals… But what about SMIRC goals? I don’t say this to shame anybody, but to highlight it’s so easy for all of us to do. What is a SMIRC Goal? But what does Measurable really mean? Without defining what success looks like, how do you know if you’ve really achieved it?

Customer Experience 265

Customer Experience Net Promoter Score Measurement NPS 265

Lumoa

APRIL 3, 2023

We are thrilled to announce our new partner: B2B Customer Experience Agency. By combining expertise in B2B customer experience with Lumoa’s powerful platform, we can create exceptional customer experiences that drive growth. I see CX as a Service. Find out more about how we can help you. NPS, CSAT, online ratings.

B2B 83

B2B Customer Experience Customer Centricity Consulting 83

SurveySensum

MARCH 20, 2024

If this is not enough to convince you then get this – customer-centric brands report profits that are 60% higher than those that fail to focus on CX. But the question arises – how to do it? Let’s start by understanding what exactly is a Customer Experience Management Software. The tool has taken CXM a step beyond.

Customer Experience Management 52

Customer Experience Management 2024 Customer Experience Management 52

Thematic

FEBRUARY 19, 2024

Creating a customer experience (CX) that builds a connection with customers, demonstrates that you value their time and preferences. But how do you quantify how much positive or negative CX drives the bottom line? And that's what we're going to find out. How do you quantify the impact of CX?

Customer Experience 62

Customer Experience Net Promoter Score NPS Loyalty 62

Thematic

FEBRUARY 19, 2024

Creating a customer experience (CX) that builds a connection with customers, demonstrates that you value their time and preferences. But how do you quantify how much positive or negative CX drives the bottom line? And that's what we're going to find out. How do you quantify the impact of CX?

Customer Experience 62

Customer Experience Net Promoter Score NPS Loyalty 62

Lumoa

FEBRUARY 14, 2024

The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. This is because CX involves many factors that are outside your direct control.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

Lumoa

JANUARY 24, 2024

I remember spending over 40 minutes trying to get change for a €20 bill in Paris until a kind stranger finally understood what I was asking for. After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback!

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

Zeisler Consulting

JANUARY 23, 2024

I know I rail on about VoC (truth be known, that’s not my strongest topic of expertise; I’m much more of a Process Engineer)…Sure, VoC and Customer Insights inform the work we do to improve and better align our Customers’ Experiences with our Brand Promise, but it’s really just the first step. Okay, that makes sense.

Events 93

Events Connections Feedback Brands 93