InMoment XI

AUGUST 3, 2022

Therefore, along with the refreshed brand, came a refreshed customer experience program. Here are the 4 ways they refreshed a stale customer experience program: Going from Measuring to Improving Getting the Right Insights to the Right People Turning Intelligence into Action Proving ROI Using Purpose-Driven Results.

Customer Experience 529

Customer Experience Guest Experience Return on Investment ROI 529

InMoment XI

DECEMBER 6, 2022

Earlier this year, InMoment hosted an XI Forum with two incredible speakers—both of whom run experience programs for franchisees. A: We win back customers by training staff (in person) that it is okay to own up to errors and to make them right, running our case management program.

Chief Customer Officer 491

Chief Customer Officer Brands NPS Customer Centricity 491

BlueOcean

FEBRUARY 14, 2024

Line up the senior resources who will pay attention to the program on both sides of the equation. You and your outsourced partner should both have senior eyes on results, continual improvement, and gaps at least quarterly. Find a partner who can pivot. You and your partner need to know what success looks like before they launch.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

InMoment XI

DECEMBER 6, 2021

Yes, customer feedback management platforms are very good about providing both a high-level snapshot of feedback and a convenient way to drill down into that feedback, but an online dashboard can only take an organization so far. And their ability to do that is directly impacted by the CFM vendor they partner with.

Feedback 493

Feedback Management Technology Government 493

InMoment XI

NOVEMBER 2, 2022

Your customer experience (CX) program, like your business, needs to be able to grow and evolve to prove a return on investment. InMoment recently held a webinar with representatives from Forrester, an independent market research firm, to give you the answers you need about CX ROI. Total nightmare, right?

ROI 493

ROI Return on Investment Airlines Call Center 493

InMoment XI

AUGUST 18, 2022

And, unfortunately, customer experience programs may fall on the chopping block. In fact, research shows that 30% of businesses reported having budget related issues to their CX programs. Under all that pressure, how are you supposed to build a CX program that continuously demonstrates its value? Those steps are: Design.

ROI 557

ROI Customer Experience Webinar Financial 557

InMoment XI

FEBRUARY 12, 2024

However, creating an integrated CX program can make this easier than you might think. Integrated CX is all about harnessing the power of data, technology, and expert service to help companies unlock valuable insights so they can take action to drive measurable outcomes for their customers. What is Integrated Customer Experience (CX)?

NPS 260

NPS Net Promoter Score Effort Score ROI 260

InMoment XI

AUGUST 23, 2023

With 93% of companies embarking on a digital transformation and taking a digital-first approach to their business, it is important that your business keeps up in an increasingly online world by practicing customer experience transformation to ensure you are being proactive—not reactive—about your customer’s expectations.

Customer Experience 260

Customer Experience Omnichannel Innovation Loyalty 260

InMoment XI

DECEMBER 1, 2022

Curious to know a little more about us and our differentiated Experience Improvement (XI)? Despite increased investment, experience management programs have plateaued. approaches aren’t enough for today’s businesses; they cause program stagnation and make meaningful return on investment (ROI) impossible.

Return on Investment 493

Return on Investment Automotive ROI Reference 493

InMoment XI

JUNE 7, 2022

A consumer electronics brand who partnered with InMoment previously approached Voice of Customer by designing, distributing, and analyzing a wide range of surveys. The brand knew they needed to diversify and optimize their approach to customer experience (CX) to continue to improve, so they partnered with InMoment! The result?

Insights 492

Insights Social Media Return on Investment Travel 492

Experience Investigators by 360Connext

MARCH 5, 2024

C-Suite leaders say employee experience is the top priority when thinking about customer experience. And you can partner with HR to reinforce CX at every step of the employee journey. Each department is a partner to your CX team so you can address the many opportunities to improve the customer experience. They deserve resources.

Employee Experience 260

Employee Experience Customer Experience Net Promoter Score Customer Journey Mapping 260

BlueOcean

DECEMBER 13, 2022

loyalty programs on average. If, for example, you’re a member of Nordstrom’s loyalty program, Nordy Club, you’re among a group of customers who are likely to spend three to five times more than non-members, and are consequently driving two-thirds of Nordstrom’s sales. Gas, grocery, fashion, technology… and probably more.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

BlueOcean

OCTOBER 23, 2023

You want to find out the history and organization of a vendor to establish a foundation for their capacity to deliver on the scope and become a long-term partner. What is unique about your agent training regimen? How have you evolved your training program to accommodate remote and/or hybrid work environments? Hourly staff?

Customer Care 177

Customer Care Contact Center Culture Measurement 177

BlueOcean

OCTOBER 4, 2023

And what about offshore? Finding a partner who has a proven track record of attracting, training, engaging, and retaining agents in the language of your high-volume customer demographics is going to be the top priority of your RFP process. You’ll want to ask about labor markets, hiring timelines, retention stats and more.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

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. Below are five questions that will help you better define your objectives and identify the right partner for your needs.

Culture 124

Culture Virtual Agent Innovation Technology 124

BlueOcean

JANUARY 20, 2023

You want to find out the history and organization of a vendor to establish a foundation for their capacity to deliver on the scope and become a long-term partner. What is unique about your agent training regimen? How have you evolved your training program to accommodate remote and/or physically distanced work environments?

Contact Center 156

Contact Center Customer Care Culture Technology 156

Gainsight

FEBRUARY 29, 2024

When it comes to building long-term scalability and efficiency for their businesses, more and more SaaS companies are turning to channel and ecosystem partners as a critical strategy within their go-to-market programs. The Power of Partnerships The biggest asset partners bring to SaaS vendors is trust.

Customer Success 52

Customer Success Webinar Roadmap Customers 52

BirdEye

MAY 24, 2023

If you’re looking to implement a referral program for your business, you need some creative inspiration and brilliant customer referral program ideas. You also need to know what goes into an effective referral program as well as how to ensure it gets out to the right people. Table of contents Do referral programs work?

Social Media 98

Social Media Reference Sports Sales 98

Experience Investigators by 360Connext

JANUARY 18, 2022

Your organization will benefit more from committing to an ongoing, organization-wide CX education program, maybe working with your Learning and Development (L&D) team. They attend onboarding training and hear about their company’s big customer experience focus and goals. Pat feels great about working at such a place.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

BlueOcean

JUNE 22, 2022

As such, when inviting potential partners into the RFP process, it’s critical to ask about the resiliency they can provide through their approach to IT. That said, the remote model is also more technically complex, and the right contact center partner must have a thoughtful IT strategy in place to coordinate it successfully.

Contact Center 156

Contact Center Technology Tourism 2014 156

Currency Alliance

APRIL 15, 2024

Many people assume that operating a loyalty program necessarily implies issuing your own loyalty points or miles. Many brands could actually earn greater loyalty by issuing a partner brand’s loyalty currency – or, simply allowing customers to ‘burn’ (i.e., The golden benchmark is about $25 USD per year in loyalty value.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

BlueOcean

MARCH 7, 2024

Since the beginning, I knew there was something unique about this company. They listen to what we need, they want to understand our business, and they show up to create solutions and offer ideas as a true partner would.” About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

2024 177

2024 Sales Customer Service Sports 177

BlueOcean

MAY 5, 2023

You’re looking for a strategic partner who will interface with your customers day in and day out. A potential partner should be frank about the things they could be doing better. You’re looking for a company that values continuous improvement and is transparent about any potential issues. That requires a custom RFP.

Customer Care 156

Customer Care Contact Center Government Culture 156

Retently

NOVEMBER 27, 2023

Outsourcing NPS programs will allow refocusing on important business activities without sacrificing quality or service in the back-office. Skilled professionals The biggest issue companies confront in their customer success programs is not collecting the data but efficiently acting on it. Benefits of outsourcing your NPS process 6.

NPS 147

NPS Net Promoter Score Multi-Channel Customer Success 147

TechSee

AUGUST 31, 2022

In most enterprises, about 15-25% of the team are early adopters, and 15-25% will be laggards. The success and impact of your visual engagement program will depend on your ability to work with the early adopters, and bring along the ~80% who will need more prodding and training. Ask about their training and certification programs.

Engagement 109

Engagement Technology Culture Omnichannel 109

Alida

NOVEMBER 11, 2021

Afterall, it informs just about every business decision—from identifying gaps in the early stages of the buyer journey to uncovering the biggest pain points for high churn-risk customers. You probably have multiple feedback programs all adding more and more to the rising pool of data, but how do you know what products to bring to market?

Customer Journey Mapping 246

Customer Journey Mapping Advertising Feedback Customer Journey 246

BlueOcean

AUGUST 27, 2020

And, of course, your company’s plan to launch a new outsourced customer care program. We get it – the thought of signing on with a new partner amidst the uncertainty of the pandemic can be overwhelming. Your customers are already struggling with the times, and now you’re thinking about overhauling the customer care process?

Customer Care 156

Customer Care 2020 Contact Center Sports 156

Experience Investigators by 360Connext

JULY 20, 2021

And Customer Maria has completed a form at the end of a purchase process asking for someone to contact her about her issue. Listening posts can be incredibly important to the Voice of the Customer program, and also provide the right information at the right moment for the organization. She is still waiting. Ask These Questions.

Social Media 361

Social Media Customer Journey Feedback Contact Center 361

CSM Magazine

FEBRUARY 7, 2024

Sabio Group , the digital customer experience transformation services specialist, has expanded its partner leadership with the appointment of two new Global Partner Account Managers. Key responsibilities include achieving revenue and pipeline targets, margin improvement, sales alignment, and maintaining partner incentive programs.

Leadership 52

Leadership Technology Sales Customer Journey 52

CSM Magazine

AUGUST 30, 2023

Waterfield Tech, a leading global customer engagement solutions provider, today announced it was named Avaya North America Partner of the Year for State, Local, and Education (SLED). Avaya celebrates Waterfield Tech’s noteworthy accomplishments as a Partner of the Year and looks forward to another promising year ahead.”

Chief Customer Officer 52

Chief Customer Officer Contact Center Innovation Omnichannel 52

Lumoa

APRIL 3, 2023

We are thrilled to announce our new partner: B2B Customer Experience Agency. “B2B Customer Experience Agency was established in 2022 from my personal passion to support B2B companies in CX. .” – Anna-Maija Tanninen In her career, Anna-Maija has worked both as a CX consultant and as an in-house Voice of the Program lead.

B2B 83

B2B Customer Experience Customer Centricity Consulting 83

ShepHyken

NOVEMBER 14, 2022

I have added my comment about each article and would like to hear what you think too. Partnering in Complex Times: Turning to the Experts for Best-In-Class Customer Experience by Harvard Business Review. Reach out to customers about problems before they reach out to you. Here are my top five picks from last week.

White Paper 70

White Paper Article 2022 Customer Service 70

Gainsight

MARCH 4, 2024

For online training programs, data plays a critical role from beginning to end. Below we’ll look at five of those metrics, but the big picture to keep in mind is that a successful online training program sprouts from a clear vision of the business outcomes you want to move the needle on.

ROI 52

ROI Metrics Measurement Customer Satisfaction 52

Magellan Solutions

JANUARY 5, 2024

We’re your committed partner, ready for tomorrow’s challenges. Insights from the Program Manager: Elevating Support Services at Magellan Solutions Magellan Solutions stands out for its comprehensive assistance and unwavering commitment to its clientele. We are the architects of a transformative support experience.

Customer Satisfaction 52

Customer Satisfaction Loyalty Interaction Customer Expectations 52

Call Experts

APRIL 8, 2024

For 27 years, ATSI and CAM-X have partnered together to bring our association the ATSI AOE (Award of Excellence). This program is a great way for you and your staff to find out how well your callers are being taken care of. It is a tool to measure how well your business partner’s callers are being treated.

Telecommunications 52

Telecommunications 2023 Call Center Contact Center 52

Currency Alliance

MARCH 28, 2023

Over the past 3-4 years, brands with loyalty programs have been more focused on offering members new ways to redeem points and obtain interesting rewards. The purpose of this article is to explain the key considerations around pay with points for brands considering incorporating it into their loyalty programs.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Airlines 52