InMoment XI
APRIL 29, 2014
And now for the sexy part of running global programs – dataflows. Ok, not really but they’re critical in executing a global customer experience program. Some thoughts for your consideration. Let me know what you think. @christravell.
GetFeedback
MAY 2, 2014
When you tie your Voice of the Customer program into your CRM, you can centralize customer data and deliver an outstanding customer experience.
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Kristina Evey
MAY 1, 2014
'Successful orthodontists are the doctors that understand that the “Old School” method of practicing medicine simply won’t make it in today’s world. Patients are customers. Beyond quality orthodontic care, they are also looking for quality customer experiences and service. It’s a high touch industry and in need of more discussion and collaboration between the patient, their parents, and the orthodontist than has typically been seen.
Service Untitled
APRIL 28, 2014
'Tax season is finally over, and those economic gray hairs have been remanded back to the colorists at our hair salons, but budget cuts continue to show a significant decline in the Internal Revenue Service to the American public. When Ben Franklin said, “The only certain things in life are death and taxes,” perhaps we are all entitled to a better level of public service; at least while we’re alive.
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InMoment XI
APRIL 29, 2014
And now for the sexy part of running global programs – dataflows. Ok, not really but they’re critical in executing a global customer experience program. Some thoughts for your consideration. Let me know what you think.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Brad Cleveland Blog
MAY 1, 2014
The Edge of Service® Newsletter, Issue 8: The Trait All Successful Service Leaders Share Janet Bailey was still in high school when she got her first job—working in a call center. It later evolved into a part-time arrangement that allowed her to work while she attended college. She recalls huge phones, multiple lines, and data entry on pen and paper.
Joe Rawlinson
APRIL 28, 2014
'You’ve probably heard about Pareto’s famous 80/20 principle. The truth is that those magic numbers can help predict great opportunity and success for your business. You just need to apply them to your customers, products, and company. The question for me was always around how to do that. Fortunately, Perry Marshall’s book 80/20 Sales and Marketing: The Definitive Guide to Working Less and Making More helps bridge the gap between theories and how you can take action with it in
InMoment XI
APRIL 29, 2014
And now for the sexy part of running global programs – dataflows. Ok, not really but they’re critical in executing a global customer experience program. Some thoughts for your consideration. Let me know what you think.
CCO Council
APRIL 29, 2014
'Google and Microsoft took what initially appeared to be an innovative path to decrease residential energy consumption. Believing that customer''s decisions to conserve electricity were impeded solely by the lack of easily-understood, real-time consumption information unobtainable via paper utility bills, both created web-based analytics platforms, displaying consumption costs in real-time to help make conservation decisions.
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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
Brad Cleveland Blog
MAY 1, 2014
The Edge of Service™ Newsletter, Issue 8: The Trait All Successful Service Leaders Share Janet Bailey was still in high school when she got her first job—working in a call center. It later evolved into a part-time arrangement that allowed her to work while she attended college. She recalls huge phones, multiple lines, and data entry on pen and paper.
Customer Interactions
APRIL 29, 2014
'This past week, a 15-year-old runaway scaled a fence at San Jose International Airport (SJC), and through the dark of night made his way onto the tarmac, where he stowed away in the wheel well of a Boeing 767 bound for Maui, Hawaii. While the teen had no malicious intent, the incident again brought the issue of airport security to the forefront. What can this incident teach us about physical security?
InMoment XI
MAY 2, 2014
A headlamp bulb blew on my car the other day (hold the front page), so I went down to my local dealership to buy a new one. It was a very quick and painless process – having bought the bulb from the parts counter, one of the service staff offered to fit it for me. . View Article.
InMoment XI
MAY 2, 2014
A headlamp bulb blew on my car the other day (hold the front page), so I went down to my local dealership to buy a new one. It was a very quick and painless process – having bought the bulb from the parts counter, one of the service staff offered to fit it for me. .
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
MAY 2, 2014
A headlamp bulb blew on my car the other day (hold the front page), so I went down to my local dealership to buy a new one. It was a very quick and painless process – having bought the bulb from the parts counter, one of the service staff offered to fit it for me. .
InMoment XI
MAY 1, 2014
According to Forrester, 86% of firms cited CX as a top strategic priority. Within that group, 63% said they sought to differentiate from competitors within their industries, and another 13% said they sought to differentiate from all companies across all industries. Interest in CX has turned into momentum. So what does it take to be.
InMoment XI
MAY 1, 2014
According to Forrester, 86% of firms cited CX as a top strategic priority. Within that group, 63% said they sought to differentiate from competitors within their industries, and another 13% said they sought to differentiate from all companies across all industries. Interest in CX has turned into momentum. So what does it take to be.
InMoment XI
MAY 1, 2014
According to Forrester, 86% of firms cited CX as a top strategic priority. Within that group, 63% said they sought to differentiate from competitors within their industries, and another 13% said they sought to differentiate from all companies across all industries. Interest in CX has turned into momentum. So what does it take to be.
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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