it-it 
InMoment XI
JULY 7, 2022
Sometimes, they will choose that company even if the product is slightly more expensive because they recognize and trust the name. For example, if a customer is looking for a quick OTC pain reliever, they may turn to Tylenol over a drugstore generic alternative because they know the brand and trust it. That is the essence of brand equity.
InMoment XI
NOVEMBER 2, 2022
But how do those organizations design CX programs? What goes into deciding which interactions to scrutinize, the goals formed around that work, and so much more? If you’re curious about CX design and how organizations wield it, you’ve come to the right place! Let’s get into it! What Is CX Design? What Does the CX Design Process Look Like?
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InMoment XI
MARCH 25, 2024
Predictive analytics is a category of data analytics and the process of using data, statistical algorithms, AI, and machine learning techniques to identify the likelihood of future outcomes based on historical data. Put simply: it involves analyzing current and historical data to make predictions about future events or trends.
Retently
MAY 15, 2024
If you’ve visited a newspaper website in the last year, chances are that you’ve run into at least one pop-up asking you to complete a reader survey. Did you answer it, or did you close it and get back to reading? If you completed it, did you have any valuable feedback to share? If it does, why? If it doesn’t, why not?
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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition.
delighted
APRIL 12, 2024
In this guide, we outline what survey fatigue is, what causes it, and how to avoid it so you can make the most of your feedback program. What is survey fatigue? Survey fatigue is when respondents are no longer interested in completing your surveys due to the volume of surveys or the effort it takes to complete them. What can cause survey fatigue?
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.’ ’ CX is much more than these, though. I like to define Customer Experience as: A mindset. A strategy. A business discipline.
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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.
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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully?
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The Customer Education Maturity Model was developed from an extensive study of the industry, including interviews with leaders in the customer learning space. It delivers a comprehensive guide to moving the needle on your customer learning program. You’ll learn: The roadmap for how superior customer learning programs grow.
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Retail customers value price above everything, but the importance of other factors varies for different brands.
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Step 4: Expand Business Impact. Step 5: Elevate the Brand. The checklist was developed from an extensive study of the industry, including interviews with leaders in the customer learning space. It will also help you determine the next high-impact initiatives to undertake in order to advance to the next stage of program maturity.
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Getting your customer experience (CX) right drives business success. Not only does a better CX improve customer satisfaction, increase retention, and create more engagement, it also drives key business results, including lower operational costs and higher profits.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
Speaker: Richard Millington, the Founder of FeverBee
Every community has one, but many are either unaware of what it might be, or how to deliver on it. Why is this a problem? Too many communities fail to reach a critical mass of activity or achieve their full potential because they haven't identified or pursued their unique value. Which values members care about the most.
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