InMoment XI
APRIL 17, 2014
Today we start a new series on what’s involved in taking your Customer Experience Program global. We have been asked a lot about this in the last few months so we want to share some of what we’ve learned in designing and executing the only two truly global CE programs in the automotive industry. Hope. View Article.
Joe Rawlinson
APRIL 16, 2014
'Navigating today’s consumer marketplace is rather like walking a tightrope on a windy day. Fierce competition, rapidly changing technologies, and a customer base that is exposed to an omnipresent barrage of marketing campaigns are making it increasingly difficult to stay the course. Your customers are your number one asset and the best way to ensure your success is to serve those customers better than anyone else in your industry.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Win the Customer
APRIL 14, 2014
'Bad service happens because there’s an inherent disconnect between the expectations of the customer and the demands of the call center.
CCO Council
APRIL 16, 2014
'I''m putting the finishing touches on the CCO Council 2014 Tenure Study and am excited to share a sneak preview. For the last four years, I have examined the role of the Chief Customer Officer to understand the context within which CCOs are functioning and the future of the role, specifically as these relate to the development and execution of potential CCO career strategies.
Advertisement
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
APRIL 17, 2014
Today we start a new series on what’s involved in taking your Customer Experience Program global. We have been asked a lot about this in the last few months so we want to share some of what we’ve learned in designing and executing the only two truly global CE programs in the automotive industry. Hope.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Smith+co CX
APRIL 17, 2014
'According to research from Celebrus and Teradata , 80% of brands that responded to their survey see personalisation as key to their marketing success over the next two years and 78% plan to use real-time data in their multi-channel customer experience in the future. Katharine Hulls, VP Marketing, Celebrus Technologies, sums it up: “The ‘always-on, always-connected’ consumers of today are demanding more engaging and relevant content from brands and organisations.
Brad Cleveland Blog
APRIL 17, 2014
So, how do you get started? Let’s begin with a short note on definition. Mobile is often referred to as a “channel” in contact center circles… but it’s, of course, much more.
InMoment XI
APRIL 17, 2014
Today we start a new series on what’s involved in taking your Customer Experience Program global. We have been asked a lot about this in the last few months so we want to share some of what we’ve learned in designing and executing the only two truly global CE programs in the automotive industry. Hope.
Customer Interactions
APRIL 15, 2014
'The aftermath of the Boston Marathon bombing demonstrated the power of an effective emergency response. Law enforcement officials immediately snapped into action to control the situation; protect the victims, spectators, and athletes; and move mountains to identify and track down the suspects. A lot went right in the first minutes, hours, and days after the bombing, thanks in part to the advanced preparation of the agencies involved.
Advertisement
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
APRIL 17, 2014
Years ago, I attended a friend’s wedding and to my surprise, at the end of the wedding ceremony, the Rabbi talked about the importance of becoming friends and having a good relationship, because in 10 years, the bloom will be off the rose. While I was shocked that the rabbi would say such a thing.
InMoment XI
APRIL 17, 2014
Years ago, I attended a friend’s wedding and to my surprise, at the end of the wedding ceremony, the Rabbi talked about the importance of becoming friends and having a good relationship, because in 10 years, the bloom will be off the rose. While I was shocked that the rabbi would say such a thing.
InMoment XI
APRIL 17, 2014
Years ago, I attended a friend’s wedding and to my surprise, at the end of the wedding ceremony, the Rabbi talked about the importance of becoming friends and having a good relationship, because in 10 years, the bloom will be off the rose. While I was shocked that the rabbi would say such a thing.
InMoment XI
APRIL 16, 2014
“Marketing research is undergoing radical change.” How many times have you heard that lately? And it’s true—at least the change part. But is it “radical” change? That depends on the lens through which one views the world. One thing that remains constant is the need for an academic education in order to succeed in our. 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.
.png)
InMoment XI
APRIL 16, 2014
“Marketing research is undergoing radical change.” How many times have you heard that lately? And it’s true—at least the change part. But is it “radical” change? That depends on the lens through which one views the world. One thing that remains constant is the need for an academic education in order to succeed in our.
InMoment XI
APRIL 16, 2014
“Marketing research is undergoing radical change.” How many times have you heard that lately? And it’s true—at least the change part. But is it “radical” change? That depends on the lens through which one views the world. One thing that remains constant is the need for an academic education in order to succeed in our.
Brad Cleveland Blog
APRIL 17, 2014
So, how do you get started? Let’s begin with a short note on definition. Mobile is often referred to as a “channel” in contact center circles… but it’s, of course, much more.
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
Customer Interactions
APRIL 17, 2014
'Electric utilities are already highly regulated when it comes to securing critical cyber assets, but an incident in Silicon Valley last year has brought physical security to the forefront for the industry. At 1 a.m. on April 16, 2013, just one day after the Boston Marathon bombings, someone using automatic rifles opened fire on the Metcalf transmission substation, shooting for a full 19 minutes and leaving the scene only one minute before the police arrived.
Expert insights. Personalized for you.
200 
Let's personalize your content