InMoment XI

DECEMBER 15, 2022

Digital experience trends are the new road maps of modern day business. Are you still using a paper map to direct you when you’re driving to work? Of course not, you’re using your smartphone that tells you where you are, when to turn, and if there is an accident up ahead. Tune in below!

Social Media 529

Social Media Metrics Customer Journey 2019 529

InMoment XI

JULY 13, 2023

And because at InMoment, we value sharing knowledge as widely as possible, I’m going to share the results of that in-event poll with you here, along with a few thoughts about our learnings. How Prepared Do You Feel for Consumer Duty? What Have Been Your Biggest Challenges in Getting Ready for Consumer Duty?

Consumers 492

Consumers Financial Competitive Advantage Customer Centricity 492

InMoment XI

MAY 4, 2023

We’ll explore below how to prioritize customers and strategically use customer experience tools to drive growth for your business and keep on course. Establish a clear understanding of your current strategic position and financial strength in relation to your peers and competitors.

Customer Experience 295

Customer Experience Loyalty Programs Customer Service Representative Customer Journey 295

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. How exactly do you do this? Instead, your brand needs to have incredibly intentional customer experience management techniques in place.

Customer Experience 260

Customer Experience Social Media Touchpoint Net Promoter Score 260

InMoment XI

AUGUST 2, 2023

In this blog, we have listed NPS best practices that will help you shape the course of your organisation into becoming a leader in customer satisfaction. NPS Best Practices Tip #1: Listen To Your Customers Understanding your customers is paramount in shaping your business strategy.

NPS 260

NPS Customer Centricity Culture Automotive 260

InMoment XI

DECEMBER 1, 2022

But when it comes to your business, there are simply some moments that matter more, to your customer, employees, and beyond. approaches aren’t enough for today’s businesses; they cause program stagnation and make meaningful return on investment (ROI) impossible. What Is Experience Improvement (XI)?

Automotive 493

Automotive Return on Investment ROI Reference 493

InMoment XI

OCTOBER 18, 2023

If you couldn’t attend the event, fear not! We’ve compiled five key takeaways that you can apply to your experience programme right away. Once you have this wealth of information, it’s crucial to navigate and interpret it effectively. Let’s take a look!

Customer Experience 260

Customer Experience 2023 ROI Return on Investment 260

InMoment XI

JULY 19, 2023

In today’s business landscape, customer experience (CX) has become a critical differentiator. Customers have high expectations when it comes to interactions with brands, and delivering exceptional experiences has a direct impact on loyalty, satisfaction, and overall business success. Who Are Customer Experience Experts?

Customer Experience 260

Customer Experience ROI Customer Centricity Omnichannel 260

InMoment XI

MAY 31, 2022

We know that everyone is sick of talking about COVID, but the pandemic has had far-reaching effects on customer experience (CX) and employee experience (EX) that will persist long after the virus is finally contained. Why has this become so much more common, and how has that problem changed employee experience?

Employee Experience 529

Employee Experience Airlines 2022 Brands 529

InMoment XI

FEBRUARY 2, 2024

This reactive approach is complemented by their proactive strategy of acknowledging and responding to positive feedback—something that businesses often overlook. It lets customers know that there’s a human behind your brand, and you’re open and receptive to changing your processes if inefficiencies are continually being called to attention.

Hospitality 260

Hospitality Call Center Retail NPS 260

Experience Investigators by 360Connext

AUGUST 1, 2023

Artificial Intelligence (AI) is revolutionizing customer service and transforming the way organizations manage their customer and employee experiences. Here are a few ideas to explore the benefits, challenges, and best practices for integrating AI into your customer experience strategy. This isn’t just a CX issue.

Customer Service 143

Customer Service Customer Experience Customers Leadership 143

Experience Investigators by 360Connext

JULY 11, 2023

There needs to be a focus on intentional strategy, clear goals, effective communication, employee empowerment, and a commitment to continuous improvement. To overcome these challenges and truly drive customer experience success, organizations must shift from reactive to proactive leadership. Let’s explore each aspect further: 1.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Experience Investigators by 360Connext

AUGUST 22, 2023

It can feel like an uphill climb with too many paths to choose from— especially when you’re first starting your CX efforts. your CX foundations. If you’re unsure if the course is right for you—or if you’re looking for quick CX tips to improve your approach—let’s explore some of what you’ll learn.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

Experience Investigators by 360Connext

OCTOBER 17, 2023

There’s some common agreement now in the world of business. Customer experience (CX) has become a critical factor in the success of businesses worldwide. Organizations are realizing that a customer-centric culture is key to driving growth and profitability. This is why we have to continually connect to the business why.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Playvox

FEBRUARY 27, 2024

In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. How do you keep your best employees engaged, motivated, and empowered? How do you keep your best employees engaged, motivated, and empowered?

Engagement 73

Engagement Contact Center Culture Metrics 73

Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching.

Contact Center 79

Contact Center Feedback Culture Engagement 79

Experience Investigators by 360Connext

MARCH 8, 2021

To deliver exceptional customer experiences, everyone in your organization needs to be on board. Let’s dig into some of the ways you can create the right environment for the right education to create a customer-centric culture. You can do this, too. How do you define that specifically at your organization?

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

CSM Magazine

MAY 16, 2024

We work in the most valuable industry in business. Not only do we hold the keys to business success through data and all the conversations had with customers, but we work in the most friendly, warm and welcoming sector in the form of the contact centre/customer service industry. Tap into your data. Culture is the foundation.

Customer Service 52

Customer Service Banking Consulting Events 52

Customer Bliss

JANUARY 28, 2021

Be sure to subscribe here to get this episode delivered straight to your inbox in a few weeks when it airs. Customer experience employees are at the frontlines of every company. To lead a team that trusts you, you must first lead by example. Be bold when challenging ideas, and be bold with your generosity.

Leadership 254

Leadership 2020 User Experience Feedback 254

Lumoa

OCTOBER 24, 2023

But in this pursuit of numbers, we mustn’t lose sight of what truly drives customer experience: Happiness. Happy customers are satisfied customers who will return to help your business. Success in customer experience (CX) can be represented by numbers.

Competitive Advantage 83

Competitive Advantage Customer Experience Net Promoter Score Culture 83

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. The pressure is rising for businesses to step up their CX game. More than 80% of business leaders see customer experience as a growing priority in 2024.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

ShepHyken

OCTOBER 22, 2021

Here are six ways you can deliver an exceptional customer experience. . Build Customer Experience into your Company Culture. The customer experience is easily the most critical aspect of how your business operates. Know Your Customer Avatar. Create an Emotional Connection with Your Customer.

Customer Experience 144

Customer Experience Management Return on Investment Banking 144

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 93

Customer Satisfaction Feedback Interaction Insights 93

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

Each interaction a customer has with your brand is an opportunity to make their day even the slightest bit brighter , which is as meaningful today as ever. Great customer experience means better business results. The best brands in the world boast cultures that empower employees to deliver for customers.

Culture 251

Culture Lifetime Customer Customer Centricity Communication 251

Team Support

MARCH 18, 2024

Together we will delve into how implementing self-service support with TeamSupport can be a game-changer for your business. These tools are aimed to empower customers to solve their issues swiftly and independently. These tools are aimed to empower customers to solve their issues swiftly and independently.

Demo 52

Demo Customers Loyalty Information 52

Horizon CX

APRIL 1, 2024

Employee engagement: Employees are empowered to deliver a positive customer experience. The Business Case for Customer Experience Maturity The benefits of achieving higher levels of customer experience maturity are clear. What’s more intriguing is the correlation between CX maturity and business performance.

Customer Journey Mapping 52

Customer Journey Mapping Touchpoint Customer Centricity Customer Journey 52

CSM Magazine

FEBRUARY 2, 2024

Strategy is a powerful tool you can use to gain market share and market dominance. When you develop a customer service strategy, you will crush your competition and grow the value of your business by 100 to 400 percent. If you want to drive your business to great heights, you must have a service strategy.

Exceptional Customer Service 59

Exceptional Customer Service 2023 Customer Service Strategies Advertising 59

BlueOcean

DECEMBER 18, 2023

Now, finally, access to AI-driven, machine learning-based conversation intelligence and quality analytics is a reasonable ask in your RFP process. A Quick Overview of Conversation Intelligence A small sample of customer care interactions has never really been enough to get an accurate big picture of what’s going on in your contact center.

Contact Center 177

Contact Center Average Handle Time Customer Care Technology 177

Playvox

JANUARY 25, 2024

If you think about that, you’ll do things differently.” Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Are you taking the right steps to evolve toward workforce engagement management?

Contact Center 77

Contact Center Omnichannel Net Promoter Score Management 77

Playvox

JULY 31, 2023

However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. What Is Employee Self-Service? Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. All that time adds up quickly.

Management 85

Management Contact Center ROI Net Promoter Score 85

SurveySensum

FEBRUARY 14, 2024

As someone who’s been in the Customer Experience field for years, I can tell you that the secret sauce to a successful business is understanding your employees. Understanding your employees can lead to better alignment with company goals and increased engagement, boosting productivity and customer satisfaction.

2024 52

2024 Feedback Culture Demo 52

Horizon CX

APRIL 30, 2024

While transformation involves reshaping an organization into something new, customer experience (CX) professionals wield significant potential to drive this change, even from positions below the C-level. It can be done, but it will require resilience.

Customer Centricity 52

Customer Centricity 2024 Competitive Advantage Culture 52

SurveySensum

JANUARY 11, 2024

Have you ever wondered why some businesses just seem to ‘get it right’ when it comes to customer satisfaction ? It’s all about employee productivity. Yes, you read it right. To help you understand better, we’ve broken down the concept into smaller sections. Why Employee Productivity Matters?

Demo 52

Demo E-support Culture Feedback 52

ShepHyken

MAY 3, 2022

Empowering Customer Support Agents with Data. They can feel empowered to guide the customer to the best possible solution or send them to the self-service option if that is more convenient for them. If you want customers to be loyal to your brand, you have to give loyalty back to them.” This episode of?

Loyalty 120

Loyalty Customer Service Brands Information 120

SurveySparrow

MARCH 24, 2024

In the fast-paced world of business, customer feedback plays a vital role in shaping and improving products, services, and overall customer experience. By incorporating discovery services into software development, businesses can unlock the full potential of their customer feedback tools.

Feedback 52

Feedback Multi-Channel Customer Insights Insights 52

Team Support

MARCH 18, 2024

Together we will delve into how implementing self-service support with TeamSupport can be a game-changer for your business. These tools are aimed to empower customers to solve their issues swiftly and independently. These tools are aimed to empower customers to solve their issues swiftly and independently.

Demo 40

Demo Customers Loyalty Information 40

Beyond Philosophy

NOVEMBER 11, 2021

So, since the state of things is such a mess at the moment, we did a podcast on the 5 Rules to Dramatically Improve the Way You Deal with Customer Complaints, and I thought I would share them here as well. . Empower your people. ” What you are reading thus far is an example of a complaint. Be fast, stupid.

Insurance 153

Insurance Call Center Financial Consulting 153