InMoment XI
AUGUST 3, 2023
Mastering unstructured data analytics is going to be key for any business wanting to improve the customer experience , and succeed in today’s business environment. While traditional customer feedback is a goldmine of insights that can drive business growth, a substantial portion of this valuable feedback lies in unstructured data.
InMoment XI
MARCH 18, 2024
That’s where InMoment steps in, offering a simplified pathway to success with our Integrated CX approach: Strongest Signals, Richer Insights, and Smarter Actions. Integrated customer experience ensures understanding, prioritising, and taking action for amplified customer satisfaction and business growth.
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InMoment XI
SEPTEMBER 27, 2023
Derek Eccleston, Director, XI Insights and Consultancy at InMoment Paul Smith, Global Marketing Director at NPSx by Bain & Company In the ever-evolving landscape of the UK insurance sector, understanding the pulse of customer perception and loyalty is paramount. What’s the Score for Insurance Brands?
BlueOcean
JANUARY 30, 2024
So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. In an outsourced customer care model, you may choose to operate on a transactional or per minute basis. On-going technology costs are also generally included.
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
These challenges include the retirement of the baby boomer generation, low unemployment, the recession, and consumer trends that call for proactive customer engagement. 2023 is around the corner and as exciting as this is, it's easy to get lost in the shuffle of EX, CX, and technology if you don’t have the right information and perspective.
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. What is B2B Customer Experience?
Alida
SEPTEMBER 26, 2018
But before you can grow, you need to keep a pulse on your customers. It’s the only real way to future-proof your business, writes Scott Miller , CEO of Vision Critical: “In this landscape, the voice of the customer has never been more critical. Strategy 1: Improve the customer experience. 4 Proven Ways to Grow Your Business.
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International, multi-channel retailer Orvis is known for superior outdoor equipment and customer satisfaction. Delivering white glove customer service to millions worldwide is a challenge, so Orvis turned to Khoros CX Insights to help identify and resolve friction points in the customer experience.
Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting
Technology has elevated every aspect of the customer journey. All aspects that is, but one: customer complaints. Too often, CSRs use technology as a crutch rather than a tool, and it's starting to show--57% of customer rage results are technology-based.
Speaker: Conference Speakers
Today’s teams need to operate cohesively like never before, managing the pace of both technological change and customer needs and demands. See inside the operations of top performing customer experience teams, and improve your organization’s CX outcomes. Operationalizing Voice of the Customer and Empowering the Frontline.
Speaker: Rana Gujral, CEO at Behavioral Signals
According to a report from Salesforce, 78% of customers are willing to do business with a brand even after a mistake, but only if the customer service is excellent. This means you can’t afford to put your customers on hold for long or deliver poor communication. Customer service technology has largely been the same for decades.
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As technology has matured to connect feedback with action and get deeper customer insights—NPS programs find themselves in the midst of a renaissance. Get the NPS checklist to access the 7 questions you should consider when building your NPS program.
Speaker: Paul Weald, Contact Center Innovator
No matter what industry you're in - healthcare, customer service, sales, and more - it’s easier than you think to reduce wait times, monitor sentiment, and provide enhanced self-service options for all of your users. This means that you can achieve a more consistent and engaging customer experience while reducing sources of friction.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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