InMoment XI
DECEMBER 7, 2023
As competition and buyer empowerment compound, customer experience (CX) is proving to be the only truly durable competitive advantage. Companies that earn $1 billion annually can expect to earn on average an additional $700 million within 3 years of investing in customer experience.
InMoment XI
JANUARY 9, 2024
Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. Why is B2B CX Important?
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InMoment XI
JULY 12, 2023
With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. In the modern digital world, it’s by creating a seamless customer experience strategy. How exactly do you do this? How are their questions answered?
InMoment XI
JANUARY 4, 2024
It can be argued that the customer experience is more important in retail than any other industry. The retail customer experience is also a complex one. It encompasses the in-store experience just as much as it does the online experience. What is the Retail Customer Experience?
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CX pros are examining the impact the pandemic has had on customer expectations and how they might need to modify their CX measurement programs. Have the drivers of customer experience changed? They wonder: Does Net Promoter Score® (NPS) still have the same predictive power. Do loyalty metrics need to be reassessed?
InMoment XI
MAY 25, 2023
The customer experience (CX) is crucial for any business that wants to succeed in today’s highly competitive market. Great customer experience doesn’t just happen as soon as you send out a survey; it needs to be planned and designed purposefully. What Is Customer Experience Design?
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?
Speaker: Nathan Hart, Mary Kane & Imran Mohammed
This approach can lead to actionable insights to resolve FCR problems, improve Customer Experience, reduce costs, and increase customer retention. Join us to learn more about: Key Insights: How to measure Customer Experience and engagement across channels.
Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts
To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results. In this exclusive webinar, Diane Magers will guide you through the journey of aligning your customer and employee experience strategy with financial success.
Speaker: Curtis Bingham, CEO, Chief Customer Officer Council
Customer Experience is the new black. But our research indicates customer loyalty is simply the wrong thing to be measuring. It doesn’t measure actual customer behavior—and therefore a limited predictor of desired outcomes. How you can measure "Ease of Doing Business" & customer effort.
Speaker: Laura Sikorski, Contact Center Consultant
Your staff requires appropriate tools and integration to all operational functions of your business to satisfy customer needs. Companies can achieve high customer satisfaction and loyalty when there is appropriate training, coaching, measurement/reporting, and organizational collaboration. How do you keep employees happy?
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The coronavirus outbreak flipped our world – and customer experience strategies – upside down. Two years later, CX pros are still curious about the impact the pandemic has had on customer expectations and how to modify their CX measurement programs accordingly. Have the drivers of customer experience changed?
Advertiser: ZoomInfo
Consolidating your tech stack is an effective cost-saving measure that drives GTM efficiency and adds value to your enterprise. With a cohesive, integrated tech stack, your revenue teams can deliver an excellent customer experience that sets you up to win faster than your competitors.
Speaker: John Joba and David Robbins
Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.
Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting
Let's empower our employees and give them the tools and strategies that will turn even the angriest customer into a loyal customer. Join John Goodman, Vice Chairman of Customer Care Measurement and Consulting, author of Customer Experience 3.0,
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