InMoment XI

FEBRUARY 8, 2024

A contact center is a centralized facility or department used by organizations to manage customer interactions through various communication channels, such as phone calls, emails, chat, and social media. The goal is to enhance the customer experience, streamline operations, and achieve cost savings.

Contact Center 260

Contact Center Multi-Channel Social Media Competitive Advantage 260

InMoment XI

JULY 5, 2022

With a proactive guest experience program that allows them to gather the valuable guest feedback and then take the necessary action they need to attract new diners, satisfy regulars, and turn those potentially negative experiences into positive ones. How do I understand the overall experience guests are having with my brand?

Guest Experience 493

Guest Experience Brands Multi-Channel Touchpoint 493

InMoment XI

DECEMBER 19, 2022

How will I act on this feedback? Meaningful Experiences Start With Meaningful Data. To understand your customers and to get the most out of what they’re telling you, your survey design strategy needs to be spot on. Build Better Surveys to Improve Customer Experience . What will my business gain?

Touchpoint 493

Touchpoint Feedback Workshop Customer Journey 493

InMoment XI

AUGUST 30, 2022

To put it simply, you need to understand their entire customer experience, from beginning to end. One way to do this is through customer satisfaction surveys. Customer satisfaction surveys enable you to measure your customer’s satisfaction with your businesses products, services, experiences, or even your staff.

Customer Satisfaction 493

Customer Satisfaction Net Promoter Score White Paper Effort Score 493

InMoment XI

AUGUST 18, 2022

More than ever before, proving the ROI of customer experience is absolutely vital. Businesses are under pressure (amidst the Year of the Squeeze, declining employee retention, etc.) And, unfortunately, customer experience programs may fall on the chopping block. 3 Keys to Prove the ROI of Customer Experience.

ROI 557

ROI Customer Experience Webinar Financial 557

InMoment XI

DECEMBER 1, 2022

Curious to know a little more about us and our differentiated Experience Improvement (XI)? But when it comes to your business, there are simply some moments that matter more, to your customer, employees, and beyond. What Is Experience Improvement (XI)? Despite increased investment, experience management programs have plateaued.

Automotive 493

Automotive Return on Investment ROI Reference 493

InMoment XI

NOVEMBER 9, 2021

Every brand—across industries and around the globe—has a unique opportunity to overhaul outdated ways of managing customer experiences, and move toward actually improving experiences for customers and employees. Achieving this is no small task, and often requires customer experience transformation.

Roadmap 493

Roadmap Customer Experience Customer Retention Download 493

Experience Investigators by 360Connext

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. Customer experience is more than one area, product, service or person.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

Experience Investigators by 360Connext

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. A Customer Experience Charter can answer that question. What is a Customer Experience Charter?

Document 358

Document Net Promoter Score Government Leadership 358

Experience Investigators by 360Connext

AUGUST 1, 2023

Artificial Intelligence (AI) is revolutionizing customer service and transforming the way organizations manage their customer and employee experiences. As a customer experience leader, it’s crucial to understand the potential of AI and how to leverage it effectively to elevate and not deduct from the customer journey.

Customer Service 143

Customer Service Customer Experience Customers Leadership 143

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it? The Three Areas of ROI.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Lumoa

APRIL 28, 2024

78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024. If you’re reading this blog post, you are probably one of them. That’s where customer experience platforms come in.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

delighted

MAY 1, 2024

First impressions matter, especially those that new hires form on their first day. Asking new hires about their onboarding experience can reveal powerful insights that help set employees up for success from the moment they start with your company and beyond. Determine your ROI: Recruiting new employees can be costly.

Employee Experience 66

Employee Experience Feedback Insights Engagement 66

ShepHyken

AUGUST 8, 2023

CX is the abbreviation for customer experience. Somehow, someone decided X is a better abbreviation for experience than E is. For example, there is UX, or user experience , which is the experience the customer has with your products and services. The employee experience is an important experience to manage.

Workshop 117

Workshop Customer Service Training User Experience Presentation 117

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. No matter how you may have reached out, one thing is likely to be true — you weren’t calling to tell the company how pleased you were with the product. That’s equal to 9% of global GDP.

Contact Center 78

Contact Center Call Center Feedback Engagement 78

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” He also sits on the board of Directors for CSPN. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. Then, take steps to attract and recruit the best-fit candidates who meet minimum hiring requirements. See Figure 2.

Call Center 99

Call Center Contact Center Culture Engagement 99

Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. What Is Employee Self-Service? Ensuring that employees can be a part of managing their schedule has big benefits.

Management 85

Management Contact Center ROI Net Promoter Score 85

Playvox

FEBRUARY 20, 2024

While the pandemic may seem distant in some of our minds, one shift remains prevalent long after it became safe to go back to offices — the need and desire to work remotely. However, managing remote teams effectively comes with its own set of challenges. One of the major benefits of remote teams is increased flexibility.

Management 88

Management Contact Center Communication Feedback 88

Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching.

Contact Center 79

Contact Center Feedback Culture Engagement 79

Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? CXO stands for Chief Experience Officer.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

BirdEye

SEPTEMBER 22, 2022

Whether you’re chatting with employees, customers, or vendors, it’s important to have a clear and concise communication method. Employees can use team chat to easily collaborate and have real-time conversations. Here is a list of the top benefits: Improves communication between employees. What is team chat?

Healthcare 98

Healthcare Communication Retail Document 98

ShepHyken

DECEMBER 18, 2023

Creating an organization’s positive and supportive culture is key to delivering extraordinary experiences. Daily meetings involving all team members, regardless of their position, help to unify the company’s culture and values. ” “Your values and mission should not just be words on paper.

Net Promoter Score 88

Net Promoter Score Customer Centricity Culture Employee Experience 88

Beyond Philosophy

OCTOBER 29, 2020

Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. I was running a workshop with a utility client many years ago about the concept of Customer Experience. Be clear on your vision for the future. Culture change is not easy.

Culture 167

Culture Airlines Call Center Customer Centricity 167

COPC

DECEMBER 23, 2022

High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall success. These values then become woven into every aspect of the organization and from all levels of management. . Engaged employees want to feel part of something.

Engagement 89

Engagement Contact Center Culture Feedback 89

ShepHyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience.

Call Center 126

Call Center Technology Customers Engagement 126

CX University

SEPTEMBER 11, 2018

Literally one-third of retention (the largest segment by a 10% margin) is due to career advancement. Not only do one-third of workers leave because career advancement stinks, those are often workers with the potential to be great. Solving this problem of talent is difficult, but as proven by one government agency, it is possible.

Management 209

Management 2006 2016 2018 209

Totango

DECEMBER 8, 2020

As a manager, when your organizational best practices and your customer’s goals align with your employee’s actions and responsibilities, you have the perfect conditions for growth. . This makes CS team accountability easier and 1:1s more productive to ensure the team is meeting customer and company-wide goals. .

Customer Success 93

Customer Success Communication Document Touchpoint 93

Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. They focused their attention on the customer-facing teams at first. After all, no one can address everything at once. That would leave one group with a customer-centric mindset and the rest without one.

Net Promoter Score 78

Net Promoter Score Engagement Customer Centricity NPS 78

Daniel Group

NOVEMBER 30, 2022

Fred Reichheld, author of Winning on Purpose, and the creator of the Net Promoter System, speaks to attendees about how to implement NPS the right way. His latest book, Winning on Purpose, outlines the Earned Growth Rate metric, a simple metric that allows you to track the revenue you earn from excellent customer experience.

2022 98

2022 NPS Net Promoter Score Presentation 98

Magellan Solutions

MAY 6, 2024

Business Process Outsourcing (BPO) BPO is one of the most well-established and widely adopted types of outsourcing. This emphasis on operational excellence and access to cost-effective specialized expertise allows SMEs to significantly improve productivity, responsiveness, and customer satisfaction through their BPO partnerships.

2011 78

2011 Telecommunications 2012 Return on Investment 78

PeopleMetrics

MAY 13, 2020

But clear, effective top-down employee communication isn’t enough. Even if they can only see each other on Zoom! Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. Listen to your team. Set a good example. Conduct a communication audit.

Employee Experience 116

Employee Experience Communication CEM 2001 116

ClearAction

APRIL 16, 2024

However, only a third of CX managers say their Voice of Customer is “good” or “very good” at making changes to the business. Return on investment depends on gains after vs. gains before spending. In-tune practices have magnetic attraction for existing and new customers, partners, employees, and investors.

Voice of Customer 62

Voice of Customer ROI Customer Centricity Return on Investment 62

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. Depending on your niche, AI can do everything from ensuring vehicle safety through predictive maintenance to creating software that automatically adapts to the needs of the user. The result?

Customer Service 88

Customer Service Customers Social Media Customer Satisfaction 88

CSM Magazine

JANUARY 26, 2024

In the late 1980s, Jan Carlzon coined the term “Moments of Truth” to describe the interactions between customers and company employees that directly affect customer satisfaction. The core message of Carlzon’s work revolves around managing these touchpoints to ensure positive customer experiences.

Touchpoint 52

Touchpoint Magazine Airlines Social Media 52

Kustomer

JUNE 6, 2023

Although years of experience, impressive credentials and exclusive benefits might draw in a crowd, nothing will secure and retain a loyal client base like providing an excellent and user-friendly customer experience. There is so much to keep in mind when trying to create the ideal customer experience for your clients.

Financial 98

Financial Customer Service Banking Customer Satisfaction 98