InMoment XI
JANUARY 17, 2014
I was watching a fascinating talk with the title [Media for Thinking the Unthinkable] by Bret Victor where the key take away for me was, that by using improved representations it was possible to more intuitively understand complex systems (natural systems rather than software systems) and gain a deeper understanding of the relationships within the. View Article.
Win the Customer
JANUARY 17, 2014
'The easiest way to make sure that you deliver exceptional customer service is to know exactly what your customers want.
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Service Untitled
JANUARY 13, 2014
'Maybe your medical insurance didn’t pay for a service you thought should have been covered or that manufacturer’s guarantee should have included repairing the rip in the leather carrying case you overpaid for last year, but acting like a petulant brat on a preschool playground isn’t the way to handle the complex world of customer service representatives and real people in support positions.
Touchpoint Dashboard
JANUARY 16, 2014
'Part I: An Introduction Over the past few weeks, I’ve enjoyed reading various customer experience-related articles and blogs that offer insightful predictions for what’s to come in 2014. Out of all the reading I’ve done, I’ve noticed a common theme emerging in every forecast… Empathy. In fact, one excellent post in particular, written by Bruce […].
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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 17, 2014
I was watching a fascinating talk with the title [Media for Thinking the Unthinkable] by Bret Victor where the key take away for me was, that by using improved representations it was possible to more intuitively understand complex systems (natural systems rather than software systems) and gain a deeper understanding of the relationships within the.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Very Best Service
JANUARY 15, 2014
'For customers, the notion of best service might only become real when all restrictions surrounding classic service delivery have been removed. No opening hours, endless availability of products in all shapes, colours and sizes, no queues, free parking available at all times, no reservations needed, 24/7 delivery hours, ability to change bookings at short notice, immediate repesponse time via social media, no quibble returns policy.the list is long.
Brad Cleveland Blog
JANUARY 15, 2014
InMoment XI
JANUARY 17, 2014
I was watching a fascinating talk with the title [Media for Thinking the Unthinkable] by Bret Victor where the key take away for me was, that by using improved representations it was possible to more intuitively understand complex systems (natural systems rather than software systems) and gain a deeper understanding of the relationships within the.
Win the Customer
JANUARY 17, 2014
'Staying motivated in customer service is 99% of the battle to deliver better customer experiences each day.
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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
Customer Interactions
JANUARY 16, 2014
'We make decisions in split seconds all the time. But few are as critical as those made during 9-1-1 calls. Ensuring that those decisions lead to an optimal outcome can be the difference between life and death. Due to the critical nature of 9-1-1 emergency communications, maintaining effective responses is something we all need and want. It is the reason that most, if not all PSAPs, have some form of quality assurance (QA) procedure.
Brad Cleveland Blog
JANUARY 15, 2014
InMoment XI
JANUARY 15, 2014
If you remember seeing Grease in a movie theatre, you might also remember the Atari line of home computers. Somewhere buried deep in my parent’s garage is a box labeled, “Atari 800XL.” My family’s prized 800XL boasted a 1.79MHz CPU, 64K of RAM, and an operating system that you had to manually load with. View Article.
Win the Customer
JANUARY 15, 2014
'Customer service providers are caretakers of customer trust and must go above and beyond to deliver results that customers want.
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 15, 2014
Millennials make up 25% of the world’s population. While experts don’t agree on the exact years Millennials were born, for this article we’ll consider those born between 1977 and 1995. They have come to age with technology at their disposal. Millennials lives revolve around social networking and mobile devices, and this generation is entering the.
InMoment XI
JANUARY 15, 2014
If you remember seeing Grease in a movie theatre, you might also remember the Atari line of home computers. Somewhere buried deep in my parent’s garage is a box labeled, “Atari 800XL.” My family’s prized 800XL boasted a 1.79MHz CPU, 64K of RAM, and an operating system that you had to manually load with.
InMoment XI
JANUARY 15, 2014
Millennials make up 25% of the world’s population. While experts don’t agree on the exact years Millennials were born, for this article we’ll consider those born between 1977 and 1995. They have come to age with technology at their disposal. Millennials lives revolve around social networking and mobile devices, and this generation is entering the.
InMoment XI
JANUARY 15, 2014
If you remember seeing Grease in a movie theatre, you might also remember the Atari line of home computers. Somewhere buried deep in my parent’s garage is a box labeled, “Atari 800XL.” My family’s prized 800XL boasted a 1.79MHz CPU, 64K of RAM, and an operating system that you had to manually load with.
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 15, 2014
Millennials make up 25% of the world’s population. While experts don’t agree on the exact years Millennials were born, for this article we’ll consider those born between 1977 and 1995. They have come to age with technology at their disposal. Millennials lives revolve around social networking and mobile devices, and this generation is entering the.
Win the Customer
JANUARY 14, 2014
'Starting a business can be fun and exciting on the surface, but it requires great discipline and planning be done right.
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