Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it. This may sound contradictory for a CX professional to say.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

OCTOBER 17, 2023

As a customer experience (CX) professional, you’ve experienced the thrill of starting and growing the program in many forms whether it be: the beginning stage, getting those quick wins, and growing a reputation of excellence across your company. Check out this checklist to see how you can build a max-impact CX strategy for a small CX team !

Customer Experience 493

Customer Experience Net Promoter Score ROI NPS 493

InMoment XI

NOVEMBER 2, 2022

If you’ve ever heard the terms “ CX ” or “customer experience” before, you probably know that they and similar phrases refer to organizations’ attempts to scour every interaction for feedback and insights. But how do those organizations design CX programs? What Is CX Design? Let’s get into it!

Touchpoint 324

Touchpoint Customer Experience Design Reference Brands 324

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. For organizations of any size, managing CX can be a complex and challenging process that involves executive commitment, strategy, and integration of technology.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

InMoment XI

AUGUST 17, 2023

Understand Customer Expectations: By analysing and understanding your customers’ feelings and emotions using sentiment and text analytics towards a product or service you are offering, you are able to align your development efforts with customer needs and preferences. Focus on making each step clear, intuitive, and user-friendly.

Net Promoter Score 493

Net Promoter Score NPS Customer Satisfaction 2023 493

InMoment XI

APRIL 7, 2022

For many years now, conventional wisdom has held that the best way to listen to as many customers as possible is to turn every customer listening post within your customer experience (CX) program on and simply capture all insights that come your way.

Connections 529

Connections Customers Insights Loyalty 529

CX Accelerator

NOVEMBER 11, 2022

In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up. The 8 skills required by any CX team are: Strategy. But the strategy function within a CX team is also very much about the strategy’s implementation. Customer Journey Mapping.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

InMoment XI

JULY 19, 2023

In today’s business landscape, customer experience (CX) has become a critical differentiator. To meet these demands, companies are turning to customer experience experts who possess the knowledge and skills to enhance CX platforms and drive customer-centric strategies. Who Are Customer Experience Experts?

Customer Experience 260

Customer Experience ROI Customer Centricity Omnichannel 260

InMoment XI

JULY 20, 2022

In today’s post InMoment EX and EX-CX linkage expert Michael Lowenstein is sharing his thought-leading insights on just those subjects. Top Articles on EX, Linking EX & CX, and Branded Experience. #1: It is evident in both b2b and b2c products and services, everywhere around the globe. Check out these must-read articles!

Article 493

Article Brands B2C B2B 493

InMoment XI

NOVEMBER 16, 2023

The workshop gathered professionals from diverse sectors such as retail, travel, services, grocery, and healthcare. Participants delved into diverse dimensions of experience delivery, encompassing efficiency, role dynamics, design considerations, and customer journeys. Here are the highlights and takeaways from the session!

Workshop 596

Workshop 2023 Healthcare Travel 596

InMoment XI

OCTOBER 28, 2021

Marketing and Sales have to correctly position your products and services, and set proper expectations for how customers can use them and, more importantly, what benefit(s) they will derive. As Mr. Carlzon suggested, there are also supporting functions that are in service to those who serve the customer. CX Success Is One Motion.

Airlines 493

Airlines Government ROI Webinar 493

InMoment XI

MAY 3, 2023

When it comes to starting a customer experience (CX) program, the right vendor (and solution) can make all the difference. Choosing the right vendor for your CX program can be a critical decision, as it can have a significant impact on the outcome of your program. What Is a Full Service CX Solution? Self-Service v.

Customer Experience 260

Customer Experience Reference Technology Brands 260

InMoment XI

AUGUST 8, 2023

As we make our way forward with new CX technologies and approaches, survey fatigue remains a key operational concern. CX professionals are finding it more challenging than ever to keep program momentum alive. This is a hurdle that CX professionals confront head-on as they strive to maintain the momentum of their survey programs.

Net Promoter Score 580

Net Promoter Score Customer Service Representative Feedback Touchpoint 580

InMoment XI

JULY 12, 2023

A well-designed CX strategy can be the main aspect that helps you attract and retain your customer base, so you don’t want to leave anything up to change. Next, there is the consideration stage, which is how a customer is researching businesses like yours and trying to decide what product or service will work best for them.

Customer Experience 260

Customer Experience Social Media Touchpoint Net Promoter Score 260

InMoment XI

MARCH 1, 2023

By prioritising customer interests and designing products and services that meet their needs, firms can create more positive and beneficial experiences for customers. Consumer Duty Principle, proposed by FCA , is a significant new legislation for the UK Financial Services sector. What Is Consumer Duty?

Financial 260

Financial Consumers Customer Centricity Communication 260

Experience Investigators by 360Connext

JANUARY 30, 2024

Get ready to navigate the cutting-edge of customer experience (CX) with Jeannie Walters and special co-host Michelle Morris – Associate Director of CX Business Transformation at Verizon Connect. We’re also confronting CX blind spots regarding AI integration and the declining comfort customers feel around these tools.

2024 143

2024 Government Customer Experience Professionals Contact Center 143

InMoment XI

OCTOBER 12, 2022

In fact, each discipline differs in purpose, design, analysis and outcomes. 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. So, Why Do You Need Both?

Voice of Customer 295

Voice of Customer White Paper Marketing Definition 295

InMoment XI

APRIL 27, 2023

This release of enhancements builds on InMoment’s integrated CX approach and AI-powered product foundation to give organizations the best chance of competing in today’s changing business environment. If you’re a client and want to talk to someone about the updates to the XI Platform, contact your account rep.

Innovation 260

Innovation Feedback Call Center Insights 260

InMoment XI

OCTOBER 18, 2022

A great deal of customers and the brands that serve them are facing unprecedented uncertainties; understanding them is key to organizational success, delivering Experience Improvement (XI), and ensuring that your customer experience (CX) program is operating optimally. All of these obstacles affect both customers and brands to some extent.

Brands 529

Brands Transportation Events Article 529

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Without buy-in , CX leaders are less likely have collaboration with other departments in the organization, which was confirmed in GetFeedback’s State of CX Report for 2022. That’s why it’s up to CX leaders like you to share the right information with your CEO. . Related: [Free Resource] CX Mission Statement Workbook.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

TechSee

APRIL 22, 2024

In today’s fast-evolving service landscape, companies are continuously innovating to improve customer experience (CX). However, the true potential of investing in CX innovation often remains untapped due to barriers that hinder adoption. They need these interactions to be quick and hassle-free.

Innovation 109

Innovation Download Sports Technology 109

Experience Investigators by 360Connext

DECEMBER 15, 2023

That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. Secure executive buy-in on CX (and build excitement with them).

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

InMoment XI

MARCH 21, 2022

Customer experience (CX) leaders from utilities brands are facing unprecedented challenges in 2022. Increased government regulation and new market entrants with unique service-based offerings are creating a disruptive wave of change that traditional utilities need to respond to. Solve the Challenge: Combine Data Sources .

Brands 529

Brands Roadmap Webinar Social Media 529

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Their knowledge and impact is constantly reshaping the service industry. If you missed the 2022 list, you can check it out here.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

CX Accelerator

SEPTEMBER 16, 2022

And although the most profitable and successful companies across every sector globally, are also the ones that have the highest CX scores, adoption is slow in many organizations. So, how do you know if it’s time to go or time to stand up strong and lead your organizational leaders toward CX buy-in? Recognizing the symptoms.

Consulting 208

Consulting Culture Insights Customer Experience 208

Experience Investigators by 360Connext

SEPTEMBER 19, 2023

There is a lot of area to cover when designing better customer experiences. It’s understandable for CX leaders to want to address everything, everywhere, all at once. There are several common mistakes that I see CX teams make. Let’s dig into seven CX program pitfalls so you can avoid them! We all have to start somewhere!

Net Promoter Score 248

Net Promoter Score Customer Journey Feedback Metrics 248

TechSee

APRIL 1, 2024

TechSee is off to a strong start in 2024, leveraging the latest AI advancements to significantly improve CX automation. Our exciting suite of self-service solutions, powered by MultiSensory and Conversational AI promises to revolutionize customer service.

2024 124

2024 Customer Service Representative Contact Center Customer Satisfaction 124

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. She is a customer experience designer at the consulting firm, Stone Mantel , where the TWS metric was created.

Metrics 151

Metrics Customer Service Workshop Measurement 151

InMoment XI

MAY 2, 2023

Forrester predicts that in the next year, one in five customer experience (CX) programs will disappear, but one in 10 will be stronger than ever. The pressure is on for all CX practitioners—but small CX teams are feeling the heat the most. What strategies will support CX success for your small team?

Call Center 295

Call Center ROI Download Customer Journey 295

TechSee

JANUARY 29, 2024

Generative AI , such as Large Language Models (LLMs), will dramatically change multiple industries, including the service and customer experience (CX) space. LLMs in CX: Opportunities LLMs have become potent tools for enhancing customer experience (CX) through “smarter” automation.

Document 124

Document Contact Center Leadership Technology 124

Experience Investigators by 360Connext

JANUARY 23, 2024

Former CX “Trends” to Leave Behind 1. Related: Preparing for the AI Revolution in Customer Service: A Guide for Customer Experience Leaders 2. Nielsen Norman Group reported how mobile-first web designs can cause user issues when used on a desktop that often requires more scrolling.

2024 143

2024 Customer Experience Omnichannel Customer Journey Mapping 143

GetFeedback

JUNE 12, 2019

I’ve lost count of the number of meetings that I’ve had with copywriters, marketers, and designers where the terms customer experience (CX) , user experience (UX) and user interface (UI) have been used in an interchangeable manner. What is customer experience (CX)? . Let’s get started. companies $136.8

User Experience 329

User Experience Customer Experience Reference Interaction 329

InMoment XI

DECEMBER 6, 2021

Customer experience (CX) technology has taken what used to be a days-long process and condensed it to minutes. However, there are two areas the technology hasn’t mastered (yet): How to service itself How to tell a story with feedback. Boy, how times have changed! What resources and expertise do you have in-house?

Feedback 493

Feedback Management Technology Government 493

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. Jim Iyoob, Chief Customer Officer at Etech Global Services.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Experience Investigators by 360Connext

MAY 11, 2021

After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. CX has been happening as long as your organization has existed — with or without your attention and intention! Like any part of business, CXM requires intentional strategy, design, and ongoing evaluation.

Customer Experience Management 291

Customer Experience Management Customer Experience Management Government 291

Experience Investigators by 360Connext

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. Any CX charter should address the following six components: What is Our CX Vision?

Document 358

Document Net Promoter Score Government Leadership 358