InMoment XI
AUGUST 1, 2013
When it comes to customer experience, retailers and most restaurants are struggling. We can see this clearly from our CEBenchmarks™ program, which tracks customer experience activity across eleven different industries. While we believe that companies should use the best customer experience metric that predicts business outcomes, many retailers are currently using what’s commonly known as the.
Customer Input
AUGUST 21, 2013
'A small coffee shop provides an example of one of the most important principles in delivering truly great and unique service: authenticity.
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Service Untitled
AUGUST 11, 2013
'Perhaps the best of the best try to make every experience memorable by paying special attention to details. One recent experience at the Ritz Carlton where my real estate partner and I recently visited for lunch to meet with a European client who had flown into Palm Beach for the day to preview a listing we were offering, certainly left a wonderful customer service memory I had never experienced before, but have mentally earmarked as one of the most memorable customer appreciation opportunities
Smith+co CX
AUGUST 13, 2013
'Customer Experience has become one of the most important factors in business today but with the emergence of new channels it is not easy to implement successfully. However, some brands across a myriad of sectors are shaking up the landscapes of their industries by creating dramatically different customer experiences both online and offline. At the recent London Business Forum event, Shaun Smith talked about how ‘bold’ brands, from both b2c and b2b sectors, are doing just this.
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CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
AUGUST 1, 2013
When it comes to customer experience, retailers and most restaurants are struggling. We can see this clearly from our CEBenchmarks™ program, which tracks customer experience activity across eleven different industries. While we believe that companies should use the best customer experience metric that predicts business outcomes, many retailers are currently using what’s commonly known as the.
Customer Input
AUGUST 21, 2013
A small coffee shop provides an example of one of the most important principles in delivering truly great and unique service: authenticity.
Andrew Maher
AUGUST 15, 2013
What do you think? Are we, as the presenter says, “sacrificing conversation for mere connection”? Explore more infographics like this one on the web’s largest information design community – Visually.
InMoment XI
AUGUST 1, 2013
When it comes to customer experience, retailers and most restaurants are struggling. We can see this clearly from our CEBenchmarks™ program, which tracks customer experience activity across eleven different industries. While we believe that companies should use the best customer experience metric that predicts business outcomes, many retailers are currently using what’s commonly known as the.
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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
AUGUST 22, 2013
As I described here recently, banks can get big financial rewards for even modest improvements in customer experience (CX). Allegiance’s Pulse of America benchmark data and some conservative industry assumptions show that a bank with a million retail customers can gain $14M in increased retention, $12.5M in increased referrals, and $7M in increased share of.
InMoment XI
AUGUST 22, 2013
As I described here recently, banks can get big financial rewards for even modest improvements in customer experience (CX). Allegiance’s Pulse of America benchmark data and some conservative industry assumptions show that a bank with a million retail customers can gain $14M in increased retention, $12.5M in increased referrals, and $7M in increased share of.
InMoment XI
AUGUST 22, 2013
As I described here recently, banks can get big financial rewards for even modest improvements in customer experience (CX). Allegiance’s Pulse of America benchmark data and some conservative industry assumptions show that a bank with a million retail customers can gain $14M in increased retention, $12.5M in increased referrals, and $7M in increased share of.
InMoment XI
AUGUST 8, 2013
We’ve published a lot of stuff on The Ride which deals with the customer experience because we firmly believe that going forward, the customer experience in the automotive industry will be a differentiator and allow manufacturers and dealers to sell more. We’re not alone. Global manufacturers have appointed C-suite individuals who are fully responsible for improving.
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
AUGUST 8, 2013
We’ve published a lot of stuff on The Ride which deals with the customer experience because we firmly believe that going forward, the customer experience in the automotive industry will be a differentiator and allow manufacturers and dealers to sell more. We’re not alone. Global manufacturers have appointed C-suite individuals who are fully responsible for improving.
InMoment XI
AUGUST 8, 2013
We’ve published a lot of stuff on The Ride which deals with the customer experience because we firmly believe that going forward, the customer experience in the automotive industry will be a differentiator and allow manufacturers and dealers to sell more. We’re not alone. Global manufacturers have appointed C-suite individuals who are fully responsible for improving.
InMoment XI
AUGUST 6, 2013
One of the motivators for my children to do well in school is going to a restaurant of their choosing to celebrate their academic successes each term. This has become an anticipated tradition when report cards are finalized, and is something we still do today with our youngest son now in high school. On one.
InMoment XI
AUGUST 6, 2013
One of the motivators for my children to do well in school is going to a restaurant of their choosing to celebrate their academic successes each term. This has become an anticipated tradition when report cards are finalized, and is something we still do today with our youngest son now in high school. On one.
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
AUGUST 6, 2013
One of the motivators for my children to do well in school is going to a restaurant of their choosing to celebrate their academic successes each term. This has become an anticipated tradition when report cards are finalized, and is something we still do today with our youngest son now in high school. On one.
InMoment XI
AUGUST 5, 2013
Creativity is new combinations of existing things. So it’s worthwhile to compare and contrast the old way of doing things with the new. That got me thinking about probing. A grandmother taught me how to probe. New to customer experience measurement, we were interviewing cardiovascular surgeons on the phone. We had eight minutes to get.
InMoment XI
AUGUST 5, 2013
Creativity is new combinations of existing things. So it’s worthwhile to compare and contrast the old way of doing things with the new. That got me thinking about probing. A grandmother taught me how to probe. New to customer experience measurement, we were interviewing cardiovascular surgeons on the phone. We had eight minutes to get.
InMoment XI
AUGUST 5, 2013
Creativity is new combinations of existing things. So it’s worthwhile to compare and contrast the old way of doing things with the new. That got me thinking about probing. A grandmother taught me how to probe. New to customer experience measurement, we were interviewing cardiovascular surgeons on the phone. We had eight minutes to get.
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InMoment XI
AUGUST 28, 2013
Last week I told you about a presentation I gave at the National Academies of Sciences in Washington. I want to continue on that theme and present some of the other information that I talked about to the group. As always, I appreciate your thoughts and comments, especially as it relates to the future of. View Article.
InMoment XI
AUGUST 29, 2013
I am always amazed at the great things an organized group of people working together can accomplish. Here at Allegiance we have a terrific team who love what they do. We have made great strides to get us where we are today and are refining the way we do business to effectively meet the needs. View Article.
InMoment XI
AUGUST 28, 2013
Last week I told you about a presentation I gave at the National Academies of Sciences in Washington. I want to continue on that theme and present some of the other information that I talked about to the group. As always, I appreciate your thoughts and comments, especially as it relates to the future of.
InMoment XI
AUGUST 29, 2013
I am always amazed at the great things an organized group of people working together can accomplish. Here at Allegiance we have a terrific team who love what they do. We have made great strides to get us where we are today and are refining the way we do business to effectively meet the needs.
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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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