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B2B Customer Experience: The Complete Guide

InMoment XI

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. What is B2B Customer Experience?

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Digital Experience: Meeting Customer Expectations

InMoment XI

For as long as there has been business, there have been customers. And for as long as there have been customers, businesses have had to prioritize creating a positive customer experience. The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action.

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Creating Fans, Not Just Customers: Metro Bank’s Journey to Customer-Centricity

InMoment XI

In the midst of a financial industry crisis, Metro Bank emerged in 2010 with a bold vision—to create fans, not just customers. They envisioned a landscape where exceptional customer service, inviting environments, and a commitment to personal connections prevailed over the conventional transactional approach. .”

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Why You Should Aspire to Drive Customer Lifetime Value—Not ‘Just’ Upsell Customers

InMoment XI

Cross-selling and upselling have formed the bedrock of brand aspirations for their existing customer base for a long time now. Keeping customers around for as long as possible to sell them as much as possible is a great aspiration, but as I’m sure you’re aware, it’s much easier said than done. Letting Customers Tell Success Stories.

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Customer Education Maturity Model: How Customer Learning Programs Create Value

The Customer Education Maturity Model was developed from an extensive study of the industry, including interviews with leaders in the customer learning space. It delivers a comprehensive guide to moving the needle on your customer learning program. You’ll learn: The roadmap for how superior customer learning programs grow.

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Four Ways to Improve Your Customer Experience Strategy

Experience Investigators by 360Connext

The world is moving fast, and the customer experience world is no exception. These events provide some of my favorite opportunities to connect with fellow customer experience change makers, unpack our challenges, and provide much-needed group support. There is no sole office or one sole individual that owns the experience anymore.

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What a Customer Touchpoint Is (and Why Customer Experience Leaders Should Care)

Experience Investigators by 360Connext

Your relationship with customers is built one step at a time. Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. And for good reason! What is a Touchpoint?

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Customer Experience Myths Guidebook

A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully?

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Now the question is: how to get CX right? Download the report to learn more!

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The 2023 Customer Experience Management Value Index

Verint is named an Exemplary Leader in the 2023 Customer Experience Management Value Index by Ventana Research. In the complex ecosystem of CX tools developed for disparate use cases, metrics, and processes, Verint ranked as Exemplary through thorough analysis of product and customer experience in the Index.

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The Ultimate Guide to Monetizing Customer Learning

Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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What Does it REALLY Mean to Put CX First?

The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” The experience you provide your customers is a defining way to differentiate your business from the competition. But it is now a board-level priority for many brands.

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How Do You Measure the Success of Enterprise Learning?

As the learning industry matures, one question comes up time and time again in our conversations with customers about their learning programs: “How do we measure the business impact of extended enterprise learning initiatives?”.

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Customer Advocacy and Community

Speaker: Liz Richardson and Deena Zenyk

So you’ve heard the news, your existing customers are your best source of new customers. But how do you go about formalizing a process that proves your customers are important to you and achieves reliable business outcomes? By following a step-by-step process that uses your community to develop a customer advocacy program.