InMoment XI
MAY 8, 2013
Like mobile in general, mobile surveys have gotten major ink lately. Rightly so. They provide a lot of value. They help us reach target audiences at more contextually relevant times and in more contextually relevant places. They also help us collect feedback about increasingly important mobile interactions. With our partner OnePoint Global, we’re capitalizing on this value alongside many others in the customer experience and loyalty world.
ClearAction
MAY 27, 2013
Customer-Centricity Goes Beyond Customer Experience Management Lynn Hunsaker. Customer experience management is necessary, yet insufficient. Traditionally, organizations have managed customer experience with a mindset of how the company is doing, in order to grow revenue. Consequently, surveys tend to ask more about the company than about the buyer, and customer programs typically emphasize excitement and urgency for new purchases and positive word-of-mouth.
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Service Untitled
MAY 6, 2013
'The ultimate success of a company is predicated on exceptional customer service experiences. For post-sales service, Consumer Reports ranked Apple Customer Service ahead of other companies for best PC tech support with the company scoring an 86 out of a possible 100 points. The survey included 6,313 owners of PCs and laptops and explored their experiences with technical service over the past year via telephone, online communication, and in-store help.
Very Best Service
MAY 17, 2013
'BIG DATA and customer service Big data and customer service are definitely becoming the in-topics in the digital industry and there association is also increasingly linked with the ability to improve customer service. Capturing the data, harnessing the data, shaping the data, using the data are all common themes which make the headlines everyday. The power of modern computing technology and data analytics allows companies to capture and model the behaviour of their customers and gain a deep und
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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. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
MAY 16, 2013
Allegiance VoCFusion 2013 began on day one with an eye-opening keynote address by Nate Silver, founder of fivethirtyeight.com and best-selling author of The Signal and the Noise. Speaking to a crowd of customer experience and Voice of Customer professionals on Powerful Prediction Through Data Analytics , Silver pointed out that 90% of existing data has been created in the past two years, but not all of it is relevant or useful.
InMoment XI
MAY 16, 2013
Allegiance VoCFusion 2013 began on day one with an eye-opening keynote address by Nate Silver, founder of fivethirtyeight.com and best-selling author of The Signal and the Noise. Speaking to a crowd of customer experience and Voice of Customer professionals on Powerful Prediction Through Data Analytics , Silver pointed out that 90% of existing data has been created in the past two years, but not all of it is relevant or useful.
InMoment XI
MAY 16, 2013
Allegiance VoCFusion 2013 began on day one with an eye-opening keynote address by Nate Silver, founder of fivethirtyeight.com and best-selling author of The Signal and the Noise. Speaking to a crowd of customer experience and Voice of Customer professionals on Powerful Prediction Through Data Analytics , Silver pointed out that 90% of existing data has been created in the past two years, but not all of it is relevant or useful.
InMoment XI
MAY 8, 2013
Like mobile in general, mobile surveys have gotten major ink lately. Rightly so. They provide a lot of value. They help us reach target audiences at more contextually relevant times and in more contextually relevant places. They also help us collect feedback about increasingly important mobile interactions. With our partner OnePoint Global, we’re capitalizing on this value alongside many others in the customer experience and loyalty world.
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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
InMoment XI
MAY 8, 2013
Like mobile in general, mobile surveys have gotten major ink lately. Rightly so. They provide a lot of value. They help us reach target audiences at more contextually relevant times and in more contextually relevant places. They also help us collect feedback about increasingly important mobile interactions. With our partner OnePoint Global, we’re capitalizing on this value alongside many others in the customer experience and loyalty world.
InMoment XI
MAY 1, 2013
We at Allegiance spend a lot of time helping customer experience (CX) and voice of customer (VoC) practitioners make the business case for their programs and measure financial ROI. Why? Because executives reasonably expect to see evidence supporting investment decisions. Can’t argue with that. We’re here to help companies achieve their business goals, not to.
InMoment XI
MAY 1, 2013
We at Allegiance spend a lot of time helping customer experience (CX) and voice of customer (VoC) practitioners make the business case for their programs and measure financial ROI. Why? Because executives reasonably expect to see evidence supporting investment decisions. Can’t argue with that. We’re here to help companies achieve their business goals, not to.
InMoment XI
MAY 1, 2013
We at Allegiance spend a lot of time helping customer experience (CX) and voice of customer (VoC) practitioners make the business case for their programs and measure financial ROI. Why? Because executives reasonably expect to see evidence supporting investment decisions. Can’t argue with that. We’re here to help companies achieve their business goals, not to.
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.
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InMoment XI
MAY 17, 2013
Day 2 at VoCFusion 2013 kicked off with an inspirational story by Rulon Gardner, a champion Olympic wrestler. Rulon shared his struggles to success in his talk Never Give Up, Never Stop Trying. Next on stage was Carine Clark, Allegiance CEO, who motivated the audience with her candid and accessible style. Carine brought several Allegiance customers on stage to share stories from their Voice of Customer programs.
InMoment XI
MAY 17, 2013
Day 2 at VoCFusion 2013 kicked off with an inspirational story by Rulon Gardner, a champion Olympic wrestler. Rulon shared his struggles to success in his talk Never Give Up, Never Stop Trying. Next on stage was Carine Clark, Allegiance CEO, who motivated the audience with her candid and accessible style. Carine brought several Allegiance customers on stage to share stories from their Voice of Customer programs.
InMoment XI
MAY 17, 2013
Day 2 at VoCFusion 2013 kicked off with an inspirational story by Rulon Gardner, a champion Olympic wrestler. Rulon shared his struggles to success in his talk Never Give Up, Never Stop Trying. Next on stage was Carine Clark, Allegiance CEO, who motivated the audience with her candid and accessible style. Carine brought several Allegiance customers on stage to share stories from their Voice of Customer programs.
InMoment XI
MAY 16, 2013
Everyone probably knows that Disney and Apple are tight partners. After swapping stock and cash for Pixar, Apple and Disney have a shared future now, and other than Cars 2, I’ve been happy with this. Disney and Apple’s latest collaboration is of interest to more than my kids. Disney just announced an iPhone/iPad app called. View Article.
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
InMoment XI
MAY 16, 2013
Everyone probably knows that Disney and Apple are tight partners. After swapping stock and cash for Pixar, Apple and Disney have a shared future now, and other than Cars 2, I’ve been happy with this. Disney and Apple’s latest collaboration is of interest to more than my kids. Disney just announced an iPhone/iPad app called.
InMoment XI
MAY 16, 2013
Everyone probably knows that Disney and Apple are tight partners. After swapping stock and cash for Pixar, Apple and Disney have a shared future now, and other than Cars 2, I’ve been happy with this. Disney and Apple’s latest collaboration is of interest to more than my kids. Disney just announced an iPhone/iPad app called.
Service Untitled
MAY 21, 2013
'No doubt, it has been a tough week for customer service. Internal Revenue Service acting agency head, Steven T. Miller who is resigning from his post stated earlier this week: “I can say generally, we provided horrible customer service. I think that what happened here was that foolish mistakes were made by people trying to be more efficient in their workload selections.” And if that didn’t capture enough of America’s attention, how about the Maserati owner only identifie
InMoment XI
MAY 1, 2013
One of the many benefits of having kids in university is that it keeps you more current on technology than, perhaps, you might normally be. Our oldest son (the future mechanical engineer) showed me something this past weekend that was, frankly, remarkable. If you haven’t seen it, take a look. It uses an.
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InMoment XI
MAY 29, 2013
It always amazes me during earnings season when some companies report weak performance. Even when they don’t do as well as competitors, there always seems to be an exogenous reason like the economy, the weather or some other factor out of their control. How often does a CEO tell analysts, “We weren’t doing a good job listening. View Article.
InMoment XI
MAY 29, 2013
When Mom was diagnosed with Alzheimer’s and put me in charge, I turned to technology for help instead of people. People are time consuming, expensive, and, well, they just complicate things. Technology is fast, efficient, and easy. I had everything in control. Or so I thought. Software, interfaces, and online tools gave me the illusion. View Article.
InMoment XI
MAY 29, 2013
It always amazes me during earnings season when some companies report weak performance. Even when they don’t do as well as competitors, there always seems to be an exogenous reason like the economy, the weather or some other factor out of their control. How often does a CEO tell analysts, “We weren’t doing a good job listening.
InMoment XI
MAY 29, 2013
When mom was diagnosed with Alzheimer’s and put me in charge, I turned to technology for help instead of people. People are time consuming, expensive, and, well, they just complicate things. Technology is fast, efficient, and easy. I had everything in control. Or so I thought. Software, interfaces, and online tools gave me the illusion.
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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper
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