InMoment XI

JANUARY 6, 2022

Though customer experience (CX) programs are always changing and evolving, one element that many brands constantly consider is whether to add a CX incentives program to those initiatives. . Additionally, how can incentives programs help directly stimulate meaningful change and Experience Improvement (XI)? .

White Paper 493

White Paper Rewards Programs Feedback Presentation 493

InMoment XI

AUGUST 30, 2022

In order to get this, you need to understand what your customers want, how they view your brand, and how they feel about your products and/or services. To put it simply, you need to understand their entire customer experience, from beginning to end. One way to do this is through customer satisfaction surveys.

Customer Satisfaction 493

Customer Satisfaction Net Promoter Score White Paper Effort Score 493

InMoment XI

APRIL 26, 2022

Many audiences—like senior citizens or those without internet access—are far more likely to respond or far more comfortable with paper surveys than online surveys. Plus paper surveys are often easier to read for many since they’re printed in large fonts with black text on white paper. Improve the brand experience.

Customer Experience 260

Customer Experience Fashion White Paper Insights 260

ijgolding

DECEMBER 2, 2015

Followers of my blog will know that I am keen to share others perspectives on the subject of Customer Experience when the opportunity arises. ” The big question is HOW do you achieve it – how do you transform an organisation to become Customer Centric? I am delighted to be able to do just that in this post.

White Paper 48

White Paper Engagement Customer Centricity Culture 48

Inbenta

APRIL 10, 2024

How Banks Can Leverage AI to Improve Self-Service, NPS and Customer Experience at Scale When customers think about their banking relationships, what do they prioritize? It turn out quality customer service ranks higher than most other priorities, including branch locations or sign-up bonuses.

White Paper 52

White Paper Banking NPS Demo 52

InMoment XI

OCTOBER 12, 2022

However, even though they’re different, it’s important to point out that one isn’t necessarily better than the other—and brands need both if they want their customer experience (CX) programs to reach their potential. Breaking Down the Difference Between Voice of Customer & Market Research.

Voice of Customer 295

Voice of Customer White Paper Marketing Definition 295

InMoment XI

SEPTEMBER 29, 2022

For retail banks, and most organizations, collecting data is only half the battle in the world of customer experience. Whether it be transactional surveys , online reviews , or a market research report about your customers, the data you collect needs to not just be analyzed, it needs to serve as a road map of future business decisions.

Banking 493

Banking Retail White Paper Omnichannel 493

InMoment XI

SEPTEMBER 30, 2021

What do you want a customer experience (CX) survey invitation to do? Email survey invitations especially have a hard time convincing the customer to even open the invitation. To learn more, read this white paper that takes a deep dive into the strategies and methods you can utilize to perfect your email survey invitations. .

White Paper 493

White Paper Measurement Feedback Customer Experience 493

NICE inContact

NOVEMBER 2, 2021

In today's experience economy, businesses can't leave CX to chance. Companies need to align every aspect of the business on the customer experience. For contact centers, this includes getting agents on board by explaining why customer experience matters and providing the technology agents need to be successful.

White Paper 83

White Paper Customer Experience Contact Center Download 83

InMoment XI

DECEMBER 3, 2021

Want more best practices for how you can craft inclusive experiences? Check out “Designing Experiences with Inclusivity and Accessibility in Mind. This holistic approach to conversation will help your inclusion efforts as much as being gracious about mistakes.

White Paper 493

White Paper Brands Social Media Travel 493

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Many executives are interested in improving and understanding customer experience. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 82% describe the customer service process as being a lot of effort. Be brave.

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

Customer Bliss

MAY 7, 2015

At Amy’s, applicants receive a white paper bag that must be brought back within a week and must turned into a creation that tells Amy’s about who they are. From this white paper bag, Amy’s finds the personalities that will serve and help the customers who visit their shops.

White Paper 195

White Paper Customer Experience Customers Engagement 195

InMoment XI

JUNE 15, 2022

When to Send a Traditional Employee or Customer Experience Survey. Most customer experience surveys are designed to be five minutes in length or shorter. Their assumption is that customers are overwhelmed with surveys and therefore will only answer short ones. Find out in this white paper by expert Dave Ensing!

White Paper 260

White Paper Consulting Feedback Employee Experience 260

Confirmit

MARCH 6, 2017

A well-designed and executed Voice of the Customer program is at the heart of any customer experience endeavor. But a VoC program does not simply appear, fully-formed at the heart of any organization, no matter how well planned it is.

White Paper 40

White Paper Financial Leadership Customer Experience 40

Beyond Philosophy

JANUARY 23, 2021

We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. Key Ideas to Improve your Customer Experience. Customer Experience Information & Resources.

2021 88

2021 White Paper Customer Experience Consulting 88

InMoment XI

OCTOBER 7, 2021

In the customer experience world, most goals are “outcome goals” versus “performance goals.”. customer contact center call, product purchase experience, etc.), customer likelihood to recommend the brand, customer relationship satisfaction with the brand, or customer retention/repurchase behavior.

White Paper 493

White Paper Measurement Customer Retention Contact Center 493

ShepHyken

NOVEMBER 14, 2022

Each week, I read many customer service and customer experience articles from various resources. Partnering in Complex Times: Turning to the Experts for Best-In-Class Customer Experience by Harvard Business Review. My Comment: Our first entry into this week’s Top Five wasn’t really an article but a white paper.

White Paper 69

White Paper Article 2022 Customer Service 69

ShepHyken

NOVEMBER 16, 2016

Both are part of the customer experience (CX). So, which customer experience would you rather create? But, today a good website is about offering up new content, sometimes daily (or even more often), in the form of articles, white papers, videos and even games. Customers can post comments and interact.

White Paper 134

White Paper Marketing Customer Experience Advertising 134

Customer Interactions

JULY 7, 2015

In its new white paper You Can Have It All: Satisfied Customers AND Profitable Operations, industry analyst firm Frost & Sullivan confirmed that optimizing customer interactions is critical to improving business performance.

White Paper 28

White Paper Social Media Customer Experience Interaction 28

InMoment XI

FEBRUARY 10, 2022

If you’re interested in learning more about how to sharpen your approach to AI for regulatory compliance, read the full white paper where we also include specific case examples! Many AI for compliance tools fail to provide useful solutions because they don’t understand this complex relationship.

White Paper 260

White Paper Document Financial Technology 260

IntouchInsight

APRIL 12, 2018

There are several trends occurring across the world that are contributing to hyper-competition around customer experience. Increasingly educated and connected, consumers are empowered in their purchase decisions and expect consistent, high-value experiences.

White Paper 48

White Paper Consumers Connections Customer Experience 48

Clarivate

OCTOBER 7, 2021

Kerri Nelson , Chief Operations Officer, Clarivate talks about how companies can improve their end-to-end customer experience, treating everyone as a customer. Now known as Clarivate Customer Experience Services , the team helps companies improve their customer experience in order to drive deeper customer insights.

White Paper 59

White Paper Customer Experience Consulting 2019 59

Beyond the Arc

NOVEMBER 11, 2021

complementary white paper Using Personas & Journey Maps: Strategic Tools to Improve Customer Experience Download Now Most businesses serve a variety of customers, each with different needs, goals, and emotional drivers that influence their actions and decisions. Without it, how do you know if you’re [.].

White Paper 59

White Paper Download Customers Customer Experience 59

Storyminers

JANUARY 22, 2015

I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders.

2015 65

2015 White Paper Customer Experience Customer Experience Design 65

Natalie Petouhof

AUGUST 15, 2022

“Listening” to customers and employees today can be complex. It involves capturing not just what people tell us, but also how they’re interacting with our customer experience channels and how they feel doing this. And it’s a critical step toward showing empathy in customer experiences.

Customer Experience 52

Customer Experience White Paper Contact Center Competitive Advantage 52

One Millimeter Mindset

OCTOBER 8, 2018

The quality of engagement experience is essential for fueling ongoing, high-quality customer experiences. First, the act of engaging customers encourages both customers and sellers to exchange energy with one another. Customers are skeptical enough about making the decision do business with organizations.

Engagement 74

Engagement Customer Experience White Paper Magazine 74

Customer Bliss

FEBRUARY 9, 2017

If you do customer experience right — think in terms of the five core competencies — then you will (over time) create a customer-driven growth engine and see revenue uptick from your customer experience side. Good customer experience can get you there. Those are awesome numbers.

White Paper 226

White Paper 2017 B2B Article 226

XMplify

SEPTEMBER 3, 2020

I am sharing a link to a white paper I co-wrote with Clare Kavanagh of W5 on the back of the CXPA Ireland webinar in July on. The thorny matter of measuring the ROI on your CX investments hasn’t gone away over the summer.

White Paper 52

White Paper ROI Webinar Customer Experience 52

CSM Magazine

OCTOBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has partnered with customer engagement expert Martin Hill-Wilson to release the 2023 edition of its acclaimed CX Realities white paper series. Download CX Realities 2023 here.

2023 52

2023 White Paper Omnichannel Download 52

Centriam Customer Experience Lab

AUGUST 23, 2018

Centriam’s Data Science team recently authored a new white paper on the massive opportunities for modern machine learning algorithms to improve customer experience.

White Paper 60

White Paper Customer Experience Customers 60

Clarivate

NOVEMBER 23, 2021

In this series of blogs, Kerri Nelson , Chief Operations Officer, Clarivate talks about how companies can improve their end-to-end customer experience, starting with being responsive. Kerri has personally led customer experience and customer operations as well as consulted with major brands over the past 25 years. .

White Paper 52

White Paper Customer Experience Sports Leadership 52

Customer Bliss

JUNE 27, 2017

Alice is relatively new to her role at Marks & Spencer, where she is head of customer experience. Recently appointed into a brand new role for the business as ‘Head of Customer Experience at Marks & Spencer’, Alice has 15 years’ experience of retailing. Episode Overview. About Alice.

Retail 0

Retail Leadership Customer Experience White Paper 0

Confirmit

APRIL 3, 2018

Over the past few years, Customer Experience (CX) programs have become an established path to delivering enhanced customer experiences, engaging employees and driving business change. Voice of the Customer White Papers. Why then, is every business not running a slick and successful CX program?

White Paper 40

White Paper Customer Experience Customers Engagement 40

SaleMove

MAY 14, 2021

P&C insurers can layer rich collaboration on any of their existing quoting, application, servicing or claims web experiences. We explore this topic further in our white paper, “ How P&C Insurers are Using Digital Customer Service as a Differentiator.”

Insurance 52

Insurance White Paper Contact Center Call Center 52

TechSee

OCTOBER 19, 2021

They accomplished this by seeing the customer’s machine and easily identifying and addressing common customer errors, such as using the wrong capsules or setting the wrong pour volume. Is visual assistance the answer to how to reduce returns? Truck Roll Rates, and. First Contact Resolution.

E Commerce 124

E Commerce White Paper E-support Retail 124

ijgolding

JULY 24, 2018

‘Culture by design’, a white paper by Pelorus Jack and prominent academics from Cranfield School of Management , explores how to connect organisations with their customers to create a consistent, world-class customer experience that leads to sustained commercial success. You can download the whitepaper here.

White Paper 49

White Paper Culture Customer Experience Management 49