InMoment XI
NOVEMBER 6, 2013
One of the things that has kept coming up in conversations with colleagues in both the retail and restaurant businesses recently is how to make sense of the various customer experience reporting dashboards that are out there being used at the moment. They may all may have the same end goal of reporting some numbers.
Service Untitled
NOVEMBER 8, 2013
'No doubt we have all been victims of bad customer service, and no doubt we have left companies and moved on to their competition because the experience, at least in our own eyes for the moment, had been intolerable. Of course, we all have those particularly heinous stories of sub par service and indignant insults, but fair is fair, and perhaps some of those “fly off the handle” experiences could have been handled better; both by the customer and the service person.
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Brad Cleveland Blog
NOVEMBER 7, 2013
The principles behind building profitable customer relationships will never go out of style. From the days of the corner store to today’s most agile multichannel enterprises, these 12 principles remain the backbone of cultivating successful relationships. Read this and other articles on Cornell University’s new eCornell site, which “connects the University’s top schools and the industry’s most innovative experts.
Andrew Maher
NOVEMBER 8, 2013
As part of the Twittersphere and the data provided via its API I was curious as to how people here across EMEA from Scandinavia down to the Cape were accessing and tweeting. So, over a few months I tracked the use and have now compiled the results. This is in no way comprehensive and there […].
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InMoment XI
NOVEMBER 6, 2013
One of the things that has kept coming up in conversations with colleagues in both the retail and restaurant businesses recently is how to make sense of the various customer experience reporting dashboards that are out there being used at the moment. They may all may have the same end goal of reporting some numbers.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Brad Cleveland Blog
NOVEMBER 7, 2013
The principles behind building profitable customer relationships will never go out of style. From the days of the corner store to today’s most agile multichannel enterprises, these 12 principles remain the backbone of cultivating successful relationships. Read this and other articles on Cornell University’s new eCornell site, which “connects the University’s top schools and the industry’s most innovative experts.
Customer Interactions
NOVEMBER 7, 2013
'The American Public Transportation Association (APTA) pegs annual bus ridership in the U.S. and Canada at around 5.4 billion. It goes without saying that transit agencies strive to keep passengers safe and secure, but with large fleets to manage and millions of annual riders things can and do go wrong. That’s why onboard video surveillance is so essential.
InMoment XI
NOVEMBER 6, 2013
One of the things that has kept coming up in conversations with colleagues in both the retail and restaurant businesses recently is how to make sense of the various customer experience reporting dashboards that are out there being used at the moment. They may all may have the same end goal of reporting some numbers.
Aveus
NOVEMBER 4, 2013
Like the old cliché “If you don’t know where you are going, how will you know if you get there?” there is a benefit for everyone in your organization to have a clear, unclouded vision of the point on the horizon to which you are aiming. In the cliché the risk is overshooting the target. In business the risk is that individuals, functions or even your whole company could be unwittingly marching away from the outcomes that would yield the best performance for your company.
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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
NOVEMBER 8, 2013
Today we welcome a special guest to our blog, Heather Bartel. Heather is our colleague with evolve24 who originally posted this on the evolve24 blog–Evolving Insights. As marketing and communications professionals, we tend to read online news and blog to gain insight on how brands are using emerging channels and stay updated on what’s changing.
InMoment XI
NOVEMBER 8, 2013
Today we welcome a special guest to our blog, Heather Bartel. Heather is our colleague with evolve24 who originally posted this on the evolve24 blog–Evolving Insights. As marketing and communications professionals, we tend to read online news and blog to gain insight on how brands are using emerging channels and stay updated on what’s changing.
InMoment XI
NOVEMBER 8, 2013
Today we welcome a special guest to our blog, Heather Bartel. Heather is our colleague with evolve24 who originally posted this on the evolve24 blog–Evolving Insights. As marketing and communications professionals, we tend to read online news and blog to gain insight on how brands are using emerging channels and stay updated on what’s changing.
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
NOVEMBER 7, 2013
Today’s world encompasses an endless vortex of technology. The one thing certain is change, and to be effective we must be willing to adapt. A decade ago words like post and tweet were ordinary words used to describe a fence stabilizer and the sound of a bird. Now we use them as indicators of the.
InMoment XI
NOVEMBER 7, 2013
Today’s world encompasses an endless vortex of technology. The one thing certain is change, and to be effective we must be willing to adapt. A decade ago words like post and tweet were ordinary words used to describe a fence stabilizer and the sound of a bird. Now we use them as indicators of the.
InMoment XI
NOVEMBER 7, 2013
Today’s world encompasses an endless vortex of technology. The one thing certain is change, and to be effective we must be willing to adapt. A decade ago words like post and tweet were ordinary words used to describe a fence stabilizer and the sound of a bird. Now we use them as indicators of the.
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
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