Tue.Jun 28, 2022

article thumbnail

At a Glance: 3 Employee & Customer Experience Program Use Cases for Financial Services Brands

InMoment XI

Financial services brands know that customers take their money seriously, so many of them leverage employee and customer experience programs to understand what their customers need, then create experiences that build trusting, positive customer/brand relationships. However, these relationships aren’t the only things experience programs can support for brands.

Financial 295
article thumbnail

Customer Experience Planning: Ask These Reflection Questions

Experience Investigators by 360Connext

Within the natural cycles of any business, there are times that offer a chance to review, reflect and recharge. Some of the most common moments include: The end of the calendar year. The end of your fiscal year. As you wrap one quarter and prepare for the next. Before budgeting season. Any time changes demand you assess and adjust your goals, strategy, and tactics.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

How to Turn NPS Feedback Into Reviews, Recommendations and Referrals

Retently

Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction. A good Net Promoter Score can fuel your business growth, generate word-of-mouth referrals from Promoters and help you bring in more business without spending as much on traditional advertising or inbound

NPS 142
article thumbnail

Irrefutable Evidence: Great CX Brands Outperform Competitors & Stock Market Significantly, in Any Economy

The DiJulius Group

How do companies outperform competitors and the stock market by significant margins, in any economy? By being customer experience leaders in their industries. Make no mistake about it, there is a direct correlation between love, loyalty and profitability. According to Bain & Co., companies achieving the highest Net Promotor Scores (NPS) in their industry consistently.

Brands 125
article thumbnail

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!

article thumbnail

How WFM Tools Create Success for Omnichannel Contact Centers

Playvox

During the global pandemic, customers massively turned to digital communications, and, according to consumer studies , this change is here to stay. While presenting a tremendous opportunity for business growth, this trend also creates challenges for contact centers. Customers now expect to do business with an omnichannel contact center that delivers consistent and seamless customer experiences regardless of the channel they use.

More Trending

article thumbnail

3 Things CMOs Should Do During an Economic Downturn

Totango

The primary mission of a Chief Marketing Officer (CMO) is to foster growth, attract new leads, and increase sales by effectively communicating the value the company’s products and services can provide. But during an economic downturn , when companies are cutting costs and putting a halt on investing in new products, the CMO’s focus has to switch from facilitating growth through new customers to promoting growth via the company’s current customer base. .

article thumbnail

Amazing Business Radio: Adam Alfia

ShepHyken

Convenient Customer Feedback In Realtime. How to Use Customer Feedback to Improve Performance. Shep Hyken interviews Adam Alfia, co-founder of Feedback. He has a firmly entrenched background in high-end hospitality and entertainment. He shares how companies can utilize customer feedback to create a great experience. Top Takeaways: There is a slow death of customer service.

article thumbnail

Takeaways from our ‘Delivering customer experience at scale leveraging digital innovation’ webinar

West Monroe

West Monroe recently hosted a webinar with some of the top customer experience leaders in the software industry—Salesforce, Anthology, Palo Alto, Celonis, and Momentive joined us—to discuss how their companies leverage digital innovation to deliver customer experience at scale. Featured Content. Delivering customer experience at scale leveraging digital innovation.

Webinar 52
article thumbnail

Competitive Intelligence Advantages

Ann Michaels and Associates

When a client calls us looking to do a competitive mystery shopping project , most of the time their focus is on pricing. Once we get into the project however, they tend to learn much more about their competitors than they originally thought. Sales Prevention. When we launch a mystery shopping project, we develop a survey with specific questions designed to gather ALL types of intelligence not just pricing.

article thumbnail

The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

article thumbnail

Zenarate AI Coach Recognized as a Leading Contact Center Training Solution at the Annual 2022 CCW Excellence Awards

CSM Magazine

AI Coach helps contact center leaders develop top-performing customer-facing teams with AI Conversation Simulation. Zenarate , the industry’s leading AI Conversation Simulation solution, had its AI Coach contact center training platform recognized as a runner-up in the Automation Solution of the Year category at the CCW Excellence Awards in Las Vegas.

article thumbnail

Employee Motivation Questionnaire: 20+ Questions and Free Template

SurveySparrow

What’s the point of an employee motivation questionnaire ? Wouldn’t it be great if motivation came as a mental button that we could switch on or off at will? But it doesn’t come easy, and even the most driven of us can sometimes feel like our motivation has gone on an unapproved vacation. Employee Motivation Questionnaire: Top 24 Questions + Free Template.

article thumbnail

Customer Service Tools: The Best Available on the Market Right Now

Helpware

Can social media double as customer service tools? Most companies use social media to amplify their brand voice in hopes of connecting with customers. According to the 2022 Social Media Marketing Industry Report , 85% of all marketers agreed that their social media efforts managed to generate more exposure for their brands or companies.

article thumbnail

How to Have a Successful New Product Adoption for Customers

Gainsight

Whether they eat it in an expensive restaurant, at a lunchtime food court, or in a grocery store parking lot, people love sushi. This Japanese specialty has become standard fare in the United States and many other countries around the globe—but it wasn’t always so. What started off in the 1960s as an exotic novelty in Los Angeles’ Little Tokyo neighborhood turned into a trendy Hollywood phenomenon in the 1970s and then a nationwide craze in the 1980s and 1990s.

Demo 52
article thumbnail

Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

article thumbnail

What a Moment of Service™ looks like – IFS is recognized as one of Gartner Peer Insights 2022 Top Customer Choices for EAM

Alliance by IFS

The customers have spoken. IFS is thrilled to announce that we have once again been recognized as a Gartner Peer. The post What a Moment of Service™ looks like – IFS is recognized as one of Gartner Peer Insights 2022 Top Customer Choices for EAM appeared first on IFS Blog.

2022 26
article thumbnail

Journal Citation Reports 2022: COVID-19 research continues to drive increased citation impact

Clarivate

Today we release the 2022 update to the annual Journal Citation Reports (JCR). This year’s release demonstrates the enormous impact the COVID-19 pandemic has had on scholarly publishing. We also identify and define a new type of anomalous citation behavior: self-stacking. The annual JCR release enables the research community to evaluate the world’s high-quality academic journals using a range of indicators, descriptive data and visualizations.

2022 141
article thumbnail

Onboarding Practices from Successful Product-led Companies

InnerTrends

We all want to achieve a stellar onboarding experience for our customers. What if we shortened the optimization process by pulling inspiration from the best-of-breed product-led companies that do it well?

article thumbnail

The Critical Role of Incident Management in Contact Centers

Cyara

Do You Have the Plan and Tools You Need? If you could boil down the role of contact center managers to just one job, what would it be? Supervising agents? Ensuring everyone is well trained to handle calls? Keeping the lights on?

article thumbnail

The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

article thumbnail

An Essential Guide to Conversational Messaging for Customer Engagement

SmartKarrot

Before we get into the topic, I urge you to think about the recent best conversation. I am sure you would be going back to the conversation where you had the equal opportunity to talk and put forward your opinion! And why do you go back to that particular conversation? Because it made you feel included! People do not really feel included in conversations where one person keeps talking while the other must stay there are listening to them!

article thumbnail

Signs of a Customer-Obsessed Company

Influitive

What does it take for brands to have thriving customer advocates? Well, the common thread uniting these successful advocacy programs is that the companies driving them are all customer-obsessed. So, what does it actually take to be “customer-obsessed?” Last week, Lauren Turner – the Director of Global Customer Marketing at Qlik – walked us through […].

article thumbnail

Metaverse and non-fungible tokens (NFTs): what they mean for IP

Clarivate

The metaverse and non-fungible tokens (NFTs) trends are increasingly driving trademark filing activity. These virtual world developments continue to impact how Intellectual Property (IP) is created, managed and protected. We discussed this topic in our recent IP Forum and continue the conversation here, which is the first of a three-part blog series.

2022 52
article thumbnail

Why a CSM needs to Implement Force Field Analysis in their decision-making?

CustomerSuccessBox

Do you find it difficult to make tough decisions in your line of work? Do you lose sleep over it? Do you feel nervous and fret over making the right decision? If your answer to any of these questions is ‘YES”, then probably you don’t know the concept of Force field analysis. ‘Hey, but I’m a Customer Success Manager (CSM), not a scientist. Why should I care about this?

Roadmap 52
article thumbnail

Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

article thumbnail

Getting Executive Sponsors to Attend Your QBRs: A Step-by-Step Guide for CSMs

SmartKarrot

For any business, it is important to set up touchpoints with customers. These touchpoints are also known as Quarterly business reviews. Quarterly business review is an important aspect that all customer success managers need to plan for. Also known as business reviews or executive reviews, these QBRs are highly effective in knowing the exact impact of the company on the business.

article thumbnail

In Case You Missed It: 3 Major InMoment Announcements You Need to Know About

InMoment XI

It’s been a huge month for those of us in the InMoment Community! We’re always looking for the next opportunity to take Experience Improvement (and the experience industry as whole) to the next level, and this month, we made three major InMoment announcements that tell the world about the next steps in our mission: InMoment’s acquisition of ReviewTrackers, InMoment being named a leader in “The Forrester Wave : People-Oriented Text Analytics Platforms, Q2 2022,” and, finally, the launch of the la

2022 98
article thumbnail

Quiz: Net Revenue Retention Maturity

West Monroe

52
article thumbnail

Pega Grapples With The Outcome Of The Appian Lawsuit

Forrester's Customer Insights

On May 9th, 2022, a jury awarded Appian more than $2 billion for misappropriation of trade secrets by Pegasystems (Pega). On May 10th, Pega responded to the decision with this 8K filing to the SEC. The settlement, by any calculations, is huge. Since the ruling, multiple law firms announced legal actions on behalf of Pega […].

2022 26
article thumbnail

Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the