Books Connections Engagement Interaction 
InMoment XI
APRIL 3, 2024
The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints.
InMoment XI
FEBRUARY 7, 2024
Integrated CX consolidates customer signals from a whole host of sources, including transaction history, reviews, surveys , website activity, and social interactions (among others). Real-Time Service, Any Time of Day In the past, consumers would book a hotel by working with a travel agent or picking up the phone. Salesforce.
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Beyond Philosophy
MAY 11, 2023
In the past five years, we have talked about the Cleveland Browns, a struggling team in the NFL, several times but we haven’t discussed customer engagement once. So, to remedy that, today we will focus on what customer engagement is and what you can do to promote more of it in your experiences. This first one is from HubSpot.
Experience Investigators by 360Connext
OCTOBER 15, 2014
First things first, I *highly* recommend her latest book, Everybody Writes , for anyone who has any reason to write anything from a status update to a manuscript. Learn more about the book and how to order. It was at South by Southwest Interactive Conference about 5(!) Back to the book. But this book. Go get it !
InMoment XI
JANUARY 17, 2024
Guest experience refers to the overall impression and satisfaction that a guest has during their interactions with a hospitality brand or establishment, such as hotels, restaurants, resorts, and attractions. It encompasses every aspect of their stay or visit, from the booking process and arrival to the accommodation, services, and departure.
InMoment XI
FEBRUARY 25, 2022
The EX/CX Connection. Making the experience for customers positive and attractive at each point where the company interacts with them requires an in-depth understanding of both customer needs and how what the company currently does achieves that goal, particularly through the employees.
CX Accelerator
JANUARY 25, 2019
Establishing a meaningful connection between your employee experience and the Customer Experience is very difficult. So how can we move beyond the hypothetical, and actually make the EX / CX connection? It will establish for you not just an overall engagement score, but sub-scores in 10 key areas of the employee experience.
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