InMoment XI
JUNE 5, 2013
We at Allegiance recently hosted the second annual VoCFusion conference, which brought together more than 300 voice of customer (VoC) and customer experience (CX) practitioners – roughly half of which were Allegiance clients – as well as thought leaders like Nate Silver, Bruce Temkin, and Esteban Kolsky, and veteran vendors from firms like Ernst & Young, Ipsos Loyalty, and Waypoint Group.
Service Untitled
JUNE 7, 2013
'Not many of us look forward to visiting the dentist, but it bears witness that those who ignore their teeth, eventually their teeth go away. Of course notwithstanding anything to the contrary, dentists along with their expertise to keep our smiles shining, should also prescribe to the ultimate quest of customer service no matter how advanced their dental education may have been.
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Customer Input
JUNE 5, 2013
'With the increasing popularity of the term customer experience also comes confusion on its definition, giving the advantage to organizations that understand and have a genuine commitment it to further differentiate themselves from those who don’t.
Horizon CX
JUNE 17, 2013
'I like pizza. I think I’m among a majority of people who do. And, pizza I would say is as much a commodity as coffee—although people certainly have their preferences and favorites for sure. While I’m not here to debate the nutritional merits of pizza, I will admit that I have this craving I must satisfy every couple of weeks. Therefore, pizza has been a regular element of my diet.
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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
JUNE 5, 2013
We at Allegiance recently hosted the second annual VoCFusion conference, which brought together more than 300 voice of customer (VoC) and customer experience (CX) practitioners – roughly half of which were Allegiance clients – as well as thought leaders like Nate Silver, Bruce Temkin, and Esteban Kolsky, and veteran vendors from firms like Ernst & Young, Ipsos Loyalty, and Waypoint Group.
Service Untitled
JUNE 14, 2013
'Credit cards are an important way of life for most Americans. According to CreditCards.com , the average consumer has nearly $16,000 in credit card debt, and the average interest rates of credit cards range from 10.37% for those with excellent credit to 28% for instant approval credit cards. So are there different levels of service for credit card customers depending on one’s credit and past financial history?
Customer Input
JUNE 5, 2013
With the increasing popularity of the term customer experience also comes confusion on its definition, giving the advantage to organizations that understand and have a genuine commitment it to further differentiate themselves from those who don’t.
Customer Interactions
JUNE 20, 2013
'Your Video Management System (VMS) is likely the most demanding application running on your network. Chances are no other application takes up more bandwidth. And if you’re recording video 24/7 (like most organizations do) your VMS is eating up even more bandwidth with high bit rate video. Here are three tips for taming the VMS beast. Recorder throttling – By capping the overall bandwidth consumption for each recorder, you can control the effect of each one (and the associated camer
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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
JUNE 5, 2013
We at Allegiance recently hosted the second annual VoCFusion conference, which brought together more than 300 voice of customer (VoC) and customer experience (CX) practitioners – roughly half of which were Allegiance clients – as well as thought leaders like Nate Silver, Bruce Temkin, and Esteban Kolsky, and veteran vendors from firms like Ernst & Young, Ipsos Loyalty, and Waypoint Group.
InMoment XI
JUNE 26, 2013
Allegiance has been tracking banking customer experience (CX) since 2007 as part of our Pulse of America benchmarking service. The resulting dataset tells us all kinds of interesting and useful things about the state of the industry. Now I thought I'd share some tidbits publicly. Look out for a series of related posts over the coming weeks. To begin, let's consider the state of banking CX at a high level.
InMoment XI
JUNE 26, 2013
Allegiance has been tracking banking customer experience (CX) since 2007 as part of our Pulse of America benchmarking service. The resulting dataset tells us all kinds of interesting and useful things about the state of the industry. Now I thought I'd share some tidbits publicly. Look out for a series of related posts over the coming weeks. To begin, let's consider the state of banking CX at a high level.
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
JUNE 26, 2013
Allegiance has been tracking banking customer experience (CX) since 2007 as part of our Pulse of America benchmarking service. The resulting dataset tells us all kinds of interesting and useful things about the state of the industry. Now I thought I'd share some tidbits publicly. Look out for a series of related posts over the coming weeks. To begin, let's consider the state of banking CX at a high level.
InMoment XI
JUNE 13, 2013
Last month when Michael Allenson was asked to write a column for Loyalty360 that addressed voice of the customer and loyalty programs, no doubt the fever pitch that was swelling around his suburban Chicago neighborhood affected his editorial judgment. His contribution, Customer Engagement is a Two-Way Street (you need to register on the site to view this) gives.
InMoment XI
JUNE 13, 2013
Last month when Michael Allenson was asked to write a column for Loyalty360 that addressed voice of the customer and loyalty programs, no doubt the fever pitch that was swelling around his suburban Chicago neighborhood affected his editorial judgement. His contribution, Customer Engagement is a Two-Way Street (you need to register on the site to view this) gives.
InMoment XI
JUNE 13, 2013
Last month when Michael Allenson was asked to write a column for Loyalty360 that addressed voice of the customer and loyalty programs, no doubt the fever pitch that was swelling around his suburban Chicago neighborhood affected his editorial judgement. His contribution, Customer Engagement is a Two-Way Street (you need to register on the site to view this) gives.
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
JUNE 25, 2013
Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How much effort did you personally.
InMoment XI
JUNE 27, 2013
Above is an actual picture I snapped at my local dealership today. Cool idea. As I write, I’m sitting in the waiting area having taken my car in for service. The dealer principal tells me the idea of putting out fruit came from his wife. She didn’t like donuts. In this vein, I. View Article.
InMoment XI
JUNE 27, 2013
Above is an actual picture I snapped at my local dealership today. Cool idea. As I write, I’m sitting in the waiting area having taken my car in for service. The dealer principal tells me the idea of putting out fruit came from his wife. She didn’t like donuts. In this vein, I.
InMoment XI
JUNE 27, 2013
Above is an actual picture I snapped at my local dealership today. Cool idea. As I write, I’m sitting in the waiting area having taken my car in for service. The dealer principal tells me the idea of putting out fruit came from his wife. She didn’t like donuts. In this vein, I.
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InMoment XI
JUNE 25, 2013
Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How much effort did you personally.
InMoment XI
JUNE 25, 2013
Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How much effort did you personally.
InMoment XI
JUNE 14, 2013
I had an amazing customer experience this week that I need to tell you about because it’s directly applicable to the automotive industry. My wife loves domaine de canton, a ginger flavored liqueur. Last Christmas I tried to track it down for her but couldn’t find it anywhere. I located the distributor who told. View Article.
InMoment XI
JUNE 14, 2013
I had an amazing customer experience this week that I need to tell you about because it’s directly applicable to the automotive industry. My wife loves domaine de canton, a ginger flavored liqueur. Last Christmas I tried to track it down for her but couldn’t find it anywhere. I located the distributor who told.
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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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