Sat.Apr 19, 2014 - Fri.Apr 25, 2014

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Video: Taking Your CE Program Global – Who Calls the Shots?

InMoment XI

We’re continuing our series on what it takes to design and execute a global Customer Experience Program. We’re fortunate at Maritz since we run the only two global CE programs in the automotive industry – Ford and Volvo. Obviously we can’t tell you the specifics but I hope you find some of these general. View Article.

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Service is Only as Strong as Your Strongest Link

Win the Customer

'We all have weaknesses we''re trying to fix. But is a slight improvement in an area of weakness making the greatest impact to your service experience?

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Maintaining customer loyalty in an impersonal digital world

Service Untitled

'I’ve often thought that customer loyalty was all about making the customer the king by maintaining transparent ethical practices, sound policies, and impressive customer service. Technology, however and the busy retail world of the Internet brings more competition, more inventory, convenience, and cheaper prices. Shopaholics notoriously are in the constant search for the best prices and the best choices, so what is any retailer to do?

Loyalty 83
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Does Your Company Pass the $20 Customer Trust Test?

PeopleMetrics

'Customer trust is a topic that we are seeing in more and more of our clients’ customer feedback data. We have learned that customers define trust in two ways: The firm conviction in the reliability of an organization’s services and. The belief that they have your best interests in mind. If we get trust right there are great benefits to be realized including undying loyalty to the brand and positive word-of-mouth.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Video: Taking Your CE Program Global – Who Calls the Shots?

InMoment XI

We’re continuing our series on what it takes to design and execute a global Customer Experience Program. We’re fortunate at Maritz since we run the only two global CE programs in the automotive industry – Ford and Volvo. Obviously we can’t tell you the specifics but I hope you find some of these general.

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Four Best Practices in Mobile Customer Service

Brad Cleveland Blog

Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services—but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. The following are important aspects of strategy and planning when building out mobile services and support: 1.

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The Next Big Thing in SI Growth Strategies

Customer Interactions

'Most System Integrators (SIs) I meet in my travels would agree that for them, the security industry is not booming; rather it has stagnated. For many years now Sis have been stuck in an era of small incremental technological advances, declining revenue and thinning margins. Everyone misses the good old days when there was less competition and most customers were greenfield sites.

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Taking Your CE Program Global – Who Calls the Shots?

InMoment XI

We’re continuing our series on what it takes to design and execute a global Customer Experience Program. We’re fortunate at Maritz since we run the only two global CE programs in the automotive industry – Ford and Volvo. Obviously we can’t tell you the specifics but I hope you find some of these general.

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VoCFusion Day 2 – Best Practices and a Look at the Future

InMoment XI

Day 2 at VoCFusion 2014 was packed with real-world best practices in the art and science of customer experience, with a little glimpse of the future and inspiration rolled in. Allegiance founder Adam Edmunds (@adamedmunds) presented a view at the future of customer experience management by pointing out how successful new technologies that collect data also provide users with a way to interact with that data.

2014 200
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The 2023 Verint Experience Index: Retail

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

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VoCFusion Day 2 – Best Practices and a Look at the Future

InMoment XI

Day 2 at VoCFusion 2014 was packed with real-world best practices in the art and science of customer experience, with a little glimpse of the future and inspiration rolled in. Allegiance founder Adam Edmunds (@adamedmunds) presented a view at the future of customer experience management by pointing out how successful new technologies that collect data also provide users with a way to interact with that data.

2014 200
article thumbnail

VoCFusion Day 2 – Best Practices and a Look at the Future

InMoment XI

Day 2 at VoCFusion 2014 was packed with real-world best practices in the art and science of customer experience, with a little glimpse of the future and inspiration rolled in. Allegiance founder Adam Edmunds (@adamedmunds) presented a view at the future of customer experience management by pointing out how successful new technologies that collect data also provide users with a way to interact with that data.

2014 200
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VoCFusion Day 1 – A New Perspective on Customer Experience

InMoment XI

At VoCFusion 2014 in Las Vegas, attendees came from as far away as India and from all types of businesses to gain new perspectives and share best practices about their customer experience programs. Allegiance CEO Carine Clark started the day by expanding on the theme of this year’s event -- turning data into happy customers and employees. Data is plentiful and everywhere.

article thumbnail

VoCFusion Day 1 – A New Perspective on Customer Experience

InMoment XI

At VoCFusion 2014 in Las Vegas, attendees came from as far away as India and from all types of businesses to gain new perspectives and share best practices about their customer experience programs. Allegiance CEO Carine Clark started the day by expanding on the theme of this year’s event -- turning data into happy customers and employees. Data is plentiful and everywhere.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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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VoCFusion Day 1 – A New Perspective on Customer Experience

InMoment XI

At VoCFusion 2014 in Las Vegas, attendees came from as far away as India and from all types of businesses to gain new perspectives and share best practices about their customer experience programs. Allegiance CEO Carine Clark started the day by expanding on the theme of this year’s event -- turning data into happy customers and employees. Data is plentiful and everywhere.

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A Simple CEM Challenge

InMoment XI

As CEM professionals, market researchers, and data scientists we sometimes get caught up and enamored with the powerful analytics that are at our disposal. We can quickly run advanced multivariate, Bayesian, neural network, machine learning algorithms, and thousands of other advanced analytical techniques with the click of a few buttons to instantaneously reduce millions of.

CEM 200
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A Simple CEM Challenge

InMoment XI

As CEM professionals, market researchers, and data scientists we sometimes get caught up and enamored with the powerful analytics that are at our disposal. We can quickly run advanced multivariate, Bayesian, neural network, machine learning algorithms, and thousands of other advanced analytical techniques with the click of a few buttons to instantaneously reduce millions of.

CEM 200
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A Simple CEM Challenge

InMoment XI

As CEM professionals, market researchers, and data scientists we sometimes get caught up and enamored with the powerful analytics that are at our disposal. We can quickly run advanced multivariate, Bayesian, neural network, machine learning algorithms, and thousands of other advanced analytical techniques with the click of a few buttons to instantaneously reduce millions of.

CEM 200
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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

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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Four Best Practices in Mobile Customer Service

Brad Cleveland Blog

Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services—but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. The following are important aspects of strategy and planning when building out mobile services and support: 1.

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What Should Our Service Level Be?

Brad Cleveland Blog

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What Should Our Service Level Be?

Brad Cleveland Blog