InMoment XI
JANUARY 30, 2014
During 2014 you may be thinking of designing, or re-designing, your Customer Experience program. Here’s some food for thought to consider as you embark on this critical initiative. As always, would appreciate your thoughts. @christravell PS Want to have some fun? Rumor has it there’s a football game on Sunday. Take the Maritz Research.
PeopleMetrics
JANUARY 29, 2014
'At every level of sports, there are coaches. And at every level of coaching, there is disagreement about how to measure a coach’s performance. Even with significant advances in how teams evaluate performance, it can be difficult to quantify “coaching” as a variable. Is it a coincidence that some of the most respected coaches of all time ( Phil Jackson , Bill Belichick ) have coached some of the greatest athletes of all time (Michael Jordan, Tom Brady)?
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Amity
JANUARY 30, 2014
Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! 1. Generating a Deep Understanding of Business Drivers. As we move into 2014, companies will be more focused than ever on the customer centric organization.
Service Untitled
JANUARY 28, 2014
'Whether it be hurricanes, blizzards, fogs, or floods, inclement weather has its own way of leading an otherwise civilized society into moments of rage and unacceptable behavior. Spend a few hours in a busy airport and listen as a few narcissistic and petty customers scream profanities at service workers in fast food establishments, airline employees, or transport personnel as if the adverse weather and all of the complications that frequently occur during such times are the fault of the employe
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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.
InMoment XI
JANUARY 30, 2014
During 2014 you may be thinking of designing, or re-designing, your Customer Experience program. Here’s some food for thought to consider as you embark on this critical initiative. As always, would appreciate your thoughts. @christravell PS Want to have some fun? Rumor has it there’s a football game on Sunday. Take the Maritz Research.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
GetFeedback
JANUARY 28, 2014
This week we added something fun that many users have been requesting: the ability to personalize online surveys with custom variables.
Customer Interactions
JANUARY 30, 2014
'Security technology is moving into the spotlight in 2014, and this goes well beyond its capabilities in the control room. Here are my predictions for nine key physical security trends this year. PSIM – the next wave of adoption Airports, utilities, mass transit, seaports and cities have all been early adopters of PSIM. In 2014 I believe we’ll begin to witness the next wave of PSIM adoption, especially within higher education and banking organizations.
InMoment XI
JANUARY 30, 2014
During 2014 you may be thinking of designing, or re-designing, your Customer Experience program. Here’s some food for thought to consider as you embark on this critical initiative. As always, would appreciate your thoughts. @christravell PS Want to have some fun? Rumor has it there’s a football game on Sunday. Take the Maritz Research.
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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
JANUARY 30, 2014
These four words, create customers for life, are precisely what every business dreams about. From the board room to the break room, creating customers for life ultimately becomes the driver of business. Why is this important and how do you make this happen? The best focus of any customer experience program is people – employees.
InMoment XI
JANUARY 30, 2014
These four words, create customers for life, are precisely what every business dreams about. From the board room to the break room, creating customers for life ultimately becomes the driver of business. Why is this important and how do you make this happen? The best focus of any customer experience program is people – employees.
InMoment XI
JANUARY 30, 2014
These four words, create customers for life, are precisely what every business dreams about. From the board room to the break room, creating customers for life ultimately becomes the driver of business. Why is this important and how do you make this happen? The best focus of any customer experience program is people – employees.
InMoment XI
JANUARY 29, 2014
Ready to take the Maritz Research Game Day Survey? Click here. Don’t know football? It doesn’t matter. Not athletic? You don’t need to be. Our survey lets you play along with Seattle and Denver as they take the field this Sunday, and all you need to do is take your best guess. On the website Bovada there. View Article.
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
JANUARY 29, 2014
Ready to take the Maritz Research Game Day Survey? Click here. Don’t know football? It doesn’t matter. Not athletic? You don’t need to be. Our survey lets you play along with Seattle and Denver as they take the field this Sunday, and all you need to do is take your best guess. On the website Bovada there.
InMoment XI
JANUARY 29, 2014
Ready to take the Maritz Research Game Day Survey? Click here. Don’t know football? It doesn’t matter. Not athletic? You don’t need to be. Our survey lets you play along with Seattle and Denver as they take the field this Sunday, and all you need to do is take your best guess. On the website Bovada there.
InMoment XI
JANUARY 28, 2014
Many companies are trying to mine Facebook and other social media sites to get a feel for trends in consumer behavior and attitudes. Last week I saw several articles (here’s one) about a Princeton University study comparing the growth of Facebook to infectious diseases and predicting that by 2017 Facebook will lose 80% of its. View Article.
InMoment XI
JANUARY 28, 2014
Many companies are trying to mine Facebook and other social media sites to get a feel for trends in consumer behavior and attitudes. Last week I saw several articles (here’s one) about a Princeton University study comparing the growth of Facebook to infectious diseases and predicting that by 2017 Facebook will lose 80% of its.
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
JANUARY 28, 2014
Many companies are trying to mine Facebook and other social media sites to get a feel for trends in consumer behavior and attitudes. Last week I saw several articles (here’s one) about a Princeton University study comparing the growth of Facebook to infectious diseases and predicting that by 2017 Facebook will lose 80% of its.
InMoment XI
JANUARY 27, 2014
When I was growing up, I loved to watch Starsky and Hutch in their red and white Ford Gran Torino catching bad guys using the signature hood slide with really bad hair. Okay, Burt Reynolds was a bit cheesy (killer ‘stache though), but he had an awesome Pontiac Firebird that I still threaten my wife. View Article.
InMoment XI
JANUARY 27, 2014
When I was growing up, I loved to watch Starsky and Hutch in their red and white Ford Gran Torino catching bad guys using the signature hood slide with really bad hair. Okay, Burt Reynolds was a bit cheesy (killer ‘stache though), but he had an awesome Pontiac Firebird that I still threaten my wife.
InMoment XI
JANUARY 27, 2014
When I was growing up, I loved to watch Starsky and Hutch in their red and white Ford Gran Torino catching bad guys using the signature hood slide with really bad hair. Okay, Burt Reynolds was a bit cheesey (killer ‘stache though), but hey had an awesome Pontiac Firebird that I still threaten my wife.
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