What Are Customer Touchpoints?
GetFeedback
JANUARY 19, 2021
Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience. Guides
Customer Experience Related Topics 
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3 Areas of Customer Experience Where Human Expertise Is Absolutely Vital
InMoment XI
SEPTEMBER 28, 2022
Customer experience (CX) measurement has become a priority for most large organizations. Systematically gathering and analyzing data from online surveys and other sources such as product reviews, customer complaints, etc., Customer Journey Mapping.
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Digital Customer Experience: The Value of “Slamming” Your Assumptions
InMoment XI
DECEMBER 27, 2021
In the world of experience (especially when we’re talking about digital customer experience), we’re constantly making predictions or hypotheses about what the customer is expecting from their experience.
How Targeted Surveys Help Improve Your Customer Experience (CX)
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. How do we want to improve their experience?”
Why the Future Success of Retail Lies in Customer Experience
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Retail’s post-pandemic future: Are you prepared? Download this article by Harvard Business Review (brought to you by GetFeedback) to find out why the future success of retailers will ultimately depend on creating a cohesive customer experience, both online and in stores.
4 Ways a Quick Service Restaurant Chain Refreshed a Stale Customer Experience Program
InMoment XI
AUGUST 3, 2022
One family decided to perfect freshly sliced sandwiches, custom menu items, and a never before seen “light” menu that features low calorie salads and sandwiches. But, as the restaurant underwent a massive change, they realized that their current customer experience platform was ineffective.
The Cost of Deprioritising Customer Experience During Tough Times
InMoment XI
JANUARY 27, 2022
It’s no secret that the Head Of Operations and the Head Of Customer Experience often have differing priorities. This happens because each party, due to their experience, sees the business through a different lens. Balancing Operations and Customer Experience: A Case Study.
How to Humanize Customer Experience & Drive Meaningful Customer Relationships
InMoment XI
SEPTEMBER 21, 2021
There’s a problem with how many businesses view customer experience (CX) data: human beings cannot (and should not) be distilled down to numbers. You can speculate about numbers, but they don’t reveal the exact, organic reason why customers feel one way or another.
How Insight Communities Improve Customer Experience
Alida
AUGUST 6, 2021
Customer communities help companies build relationships with customers, listen to their needs, and gather valuable customer insights. When multiple customers feel that they are a part of something bigger, your organization becomes a force to be reckoned with.
How woom bikes Takes an Employee-First Approach to Grow Its Customer Base
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Are your employees an untapped source of customer feedback? Watch this on-demand webinar featuring woom bikes to learn how their team improves employee and customer experiences in tandem.
Shopping for Experiences, Not Products: A Primer on Retail Customer Experience in the Experience Economy
InMoment XI
AUGUST 15, 2022
And that’s why the retail customer experience is more important than ever before. What Is the Experience Economy? These days, retail customers prefer to spend money with brands that deliver great experiences, and great experiences go far beyond what’s on a store shelf.
Becoming the architect of the customer experience
Alida
JULY 28, 2022
When customers approach your company, they’re not just looking for a product or service. They’re looking for an experience —one that fully immerses them in your world. Customer Experience
How to provide more personalized customer experiences
GetFeedback
JANUARY 31, 2022
Insights and steps on how to deliver a better personalized customer experience based on key findings from The GetFeedback 2022 State of CX Report.
The Employee & Customer Experience Improvement Framework You Need in 2022
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.
How to Run a Successful Voice of the Customer Program
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The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. Download this guide from GetFeedback to learn how you can launch a successful Voice of the Customer program that drives return on investment!
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Customer Experience Indexes: Modern Thinking
ClearAction
AUGUST 19, 2020
Customer Experience Indexes: Modern Thinking Lynn Hunsaker. Why are customer experience indexes powerful? An index is like an executive summary of your voice of the customer research. Each index conveys value as seen by your company or by your customers.
3 Ways to Improve your Customer Experience with Warm Transfers
TechSee
APRIL 17, 2022
Your experience will depend on the agent’s next few words. ” The Modern Call Center Customer Journey. According to HubSpot Research , one in three customers say the most frustrating aspect of customer service is having to keep repeating information.
The Difference Between Customer Interactions and Customer Experiences
InMoment XI
OCTOBER 21, 2021
Recently, a client asked me what we at InMoment thought defines a “customer interaction,” as there had been some debate on the subject within his team. What Is a Customer Interaction? What Is a Customer Experience?
Struggling to Prove the ROI of Customer Experience? You Could Be Missing These 3 Keys to Success
InMoment XI
AUGUST 18, 2022
More than ever before, proving the ROI of customer experience is absolutely vital. And, unfortunately, customer experience programs may fall on the chopping block. 3 Keys to Prove the ROI of Customer Experience.
The 2022 State of CX Report
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Uncover the emerging trends that are influencing the decision-making and strategies driving the new era of customer experience.
The Personality Of Customer Experience
CX Accelerator
MARCH 14, 2019
When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. a global community of Customer Experience professionals, where do we tend to excel, and where do we have critical gaps? The bottom line is that Customer Experience Management as a practice is struggling to demonstrate ROI. There is no doubt that Customer Experience work requires charismatic social skills to be successful.
How L&Q improves customer experience by listening to diverse voices
Alida
JULY 29, 2021
Since everyone can, in an instant, compare companies on all things related to the customer experience , delivery time, customer service, return policies, and even branding are included in the decision process. Customer Experience
Benefits of Customer Experience
Zonka Feedback
OCTOBER 11, 2021
Customer Experience is a determining factor to the sustained growth of any business. A remarkable customer experience encourages brand advocacy, promotes customer loyalty, retains customers, improves customer acquisition rate, and reduces churn.
2020 Customer Experience: 20 Wishes
ClearAction
JANUARY 20, 2020
2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Customer experience is defined by customers.
The Ultimate Guide to Customer Service in 2022
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The top three 2022 priorities for Customer Service teams to thrive in this new era of customer experience.
Humanizing the Digital Customer Experience
SaleMove
SEPTEMBER 2, 2022
Are you doing enough to humanize the digital customer experience? The post Humanizing the Digital Customer Experience appeared first on Glia Blog | Digital Customer Service Explained. Are your competitors? Find out how you can up your human game.
4 “Global Gurus” Share Their Advice for Customer Experience Leaders
Customer Bliss
APRIL 23, 2021
Global Gurus’ list for World’s Top 30 Customer Service Professionals for 2021 came out recently, and I wanted to use it as an opportunity to highlight some of my friends and colleagues who are not only on the list, but who have shared their wisdom on my podcast. (And,
3 Things You Can Do Right Now to Create More Inclusive Employee & Customer Experiences
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.
Three Steps You Should Take Before You Send a Customer Experience Survey
InMoment XI
FEBRUARY 1, 2022
Customer experience surveys have served us well when it comes to collecting customer feedback data. When we have questions about the experience, there’s no better way to get answers than asking our customers directly, right? Retain existing customers?
5 Elements for Building a World-Class Agent Coaching Program
Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic
In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.
What the Supply Chain Crisis Means for Your Customer Experience
InMoment XI
NOVEMBER 18, 2021
The ongoing global supply chain woes have created massive headaches for both customers and the brands that serve them. Today’s discussion covers three factors brands should be aware of as they consider supply chain issues within the context of customer experience (CX).
Customer Experience for Insurance Providers Requires a Human Touch
Alida
JULY 22, 2021
Eighty-five percent of insurers are deploying customer experience (CX) initiatives throughout the customer journey, according to an IBM study. They aren’t sufficiently demonstrating that they understand their customers. Customer Experience
Building a Successful Customer Experience Strategy
GetFeedback
FEBRUARY 15, 2019
Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn. Indeed, American Express research shows that a better experience is worth a higher cost for 60% of customers. What is customer experience (CX)?
3 Highlights from Customer Experience Experts at the XI Forum Singapore
InMoment XI
JUNE 30, 2022
With 100 delegates and five customer experience experts from the leading brands in Southeast Asia, this day was one to remember. On the main stage, customer experience experts from Alliance, HSBC, and Foot Locker taught delegates what to do to elevate their experience program.
How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX
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Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.
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