InMoment XI
APRIL 8, 2014
The leaders we talk with often ask how good their voice of customer (VoC) programs are and how they compare to those of other firms. Those are natural questions. To help answer them, we created a new VoC Program Effectiveness Assessment. It has some basic similarities to other self-assessments out there, in that it gives. View Article.
Win the Customer
APRIL 7, 2014
'You don''t need notoriety. With persistence, teamwork, efficiency, effectiveness and individual responsibility have proven time and again to accomplish unfathomable tasks.
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PeopleMetrics
APRIL 8, 2014
'In order to deliver a good customer experience, a company must first be customer-centric. Last week I wrote on the nuances of customer service and customer-centricity in “ Why Great Customer Service Isn’t Enough to Be Customer-Centric ” For those who are not reading my every post with rapt attention, I used the HARO (Help A Reporter Out) service to put out an APB for customer-centric companies to learn from.
Smith+co CX
APRIL 7, 2014
'Customers don’t think in channels. This may just be an issue of semantics, but customers don’t think in channels - they are just shopping by whatever means come natural and easy at that moment in time. So why do we call it omni- channel ? The business and marketing worlds are great at making things sound complicated – I think it keeps consultants and analysts in very well paid jobs (talking of which, if anybody needs such a consultant then please get in touch).
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InMoment XI
APRIL 8, 2014
The leaders we talk with often ask how good their voice of customer (VoC) programs are and how they compare to those of other firms. Those are natural questions. To help answer them, we created a new VoC Program Effectiveness Assessment. It has some basic similarities to other self-assessments out there, in that it gives.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Win the Customer
APRIL 10, 2014
'Focus on working smarter, not harder. Three tips can help you streamline your business and work cost effectively without cutting corners that impact your customers.
Brad Cleveland Blog
APRIL 8, 2014
InMoment XI
APRIL 8, 2014
The leaders we talk with often ask how good their voice of customer (VoC) programs are and how they compare to those of other firms. Those are natural questions. To help answer them, we created a new VoC Program Effectiveness Assessment. It has some basic similarities to other self-assessments out there, in that it gives.
GetFeedback
APRIL 11, 2014
Several days ago, a vulnerability was announced in the software that powers encryption across most of the Internet (OpenSSL).
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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
Amity
APRIL 10, 2014
Amity is an innovative company. As an innovative company we need to use the latest and greatest tools to allow us to deliver as much value as we can as quickly as possible. This is why Amity uses AngularJS for our front end code. For those unfamiliar, AngularJS is an open-source software development framework for the JavaScript programming language.
Brad Cleveland Blog
APRIL 8, 2014
InMoment XI
APRIL 7, 2014
Happy New (Fiscal) Year! It’s April, and at Maritz, that means all the time and expense reporting systems have closed, and the Finance Department is heads down with the year-end accounting, while the rest of us wait on bated breath to hear “the numbers.” Most of us are reflecting on the past year: Did we. View Article.
Customer Interactions
APRIL 10, 2014
'I can only imagine what it feels like sending children off to college – launching them from the protective environment of home into the world of higher education. It’s where they begin to shape the future – or at least their own. After experiencing the ‘teen years’ I’m sure many parents feel some degree of relief.
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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Amity
APRIL 8, 2014
As Customer Success continues to be a hot topic within many organizations, it is becoming more apparent that defining the role of Customer Success within the product development process is very critical. Over the years there have been traditional and non-traditional methods of understanding what should go into new product and/or feature design. I think we can all agree evaluating this process involves several decision points including the impact of a new product or feature to both new and exist
Brad Cleveland Blog
APRIL 11, 2014
As mobile and social open up new channels and new types of contacts, it’s critical to forecast and staff for evolving workloads. Mobile and social impact staffing resources, and different types of interactions each require a specific approach to resource planning. The five most common examples include: • Real-time, with single response.
InMoment XI
APRIL 7, 2014
Happy New (Fiscal) Year! It’s April, and at Maritz, that means all the time and expense reporting systems have closed, and the Finance Department is heads down with the year-end accounting, while the rest of us wait on bated breath to hear “the numbers.” Most of us are reflecting on the past year: Did we.
InMoment XI
APRIL 7, 2014
Happy New (Fiscal) Year! It’s April, and at Maritz, that means all the time and expense reporting systems have closed, and the Finance Department is heads down with the year-end accounting, while the rest of us wait on bated breath to hear “the numbers.” Most of us are reflecting on the past year: Did we.
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
APRIL 8, 2014
In a workshop recently I asked the participants to close their eyes and think back to the best hotel experience they could recall. The feedback was interesting. It was not always the most expensive hotel, the one with the funkiest bar or most comfortable beds that was mentioned. In fact no-one mentioned a single “hygiene”.
InMoment XI
APRIL 8, 2014
In a workshop recently I asked the participants to close their eyes and think back to the best hotel experience they could recall. The feedback was interesting. It was not always the most expensive hotel, the one with the funkiest bar or most comfortable beds that was mentioned. In fact no-one mentioned a single “hygiene”.
InMoment XI
APRIL 8, 2014
In a workshop recently I asked the participants to close their eyes and think back to the best hotel experience they could recall. The feedback was interesting. It was not always the most expensive hotel, the one with the funkiest bar or most comfortable beds that was mentioned. In fact no-one mentioned a single “hygiene”.
Brad Cleveland Blog
APRIL 11, 2014
As mobile and social open up new channels and new types of contacts, it’s critical to forecast and staff for evolving workloads. Mobile and social impact staffing resources, and different types of interactions each require a specific approach to resource planning. The five most common examples include: • Real-time, with single response.
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