InMoment XI

SEPTEMBER 28, 2022

In 2019, I published a college textbook, “Business Creativity and Innovation: Perspectives and Best Practices”, which is now being used at several universities including in my classes as an adjunct professor at the University of North Florida. This is a belief I’m incredibly passionate about. Customer Journey Mapping.

Customer Journey Mapping 558

Customer Journey Mapping Customer Experience Customer Journey Consulting 558

Upstream Works

JULY 16, 2021

To address this, contact center leaders need to think about innovation and emerging technologies like Artificial Intelligence (AI) and how cloud-based contact center solutions enable them to keep pace. The focus of innovation isn’t on CX itself, but rather the various elements that incrementally improve customer service.

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Contact Center Innovation Call Center Omnichannel 78

Magellan Solutions

JUNE 14, 2023

Disruptive innovation is crucial for businesses, enabling them to challenge existing market norms, create new opportunities, and gain a competitive edge. You can transform your business and customer experiences by offering innovative products or services. But what is the role of BPOs in disruptive innovation?

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Innovation Transportation Telecommunications Culture 52

C Space

FEBRUARY 2, 2022

Customer Inspired Perspectives on Grocery and Drinks Trends in 2022. C Space CEO, Jessica DeVlieger, was invited by WARC to give her perspective on 2022’s key Grocery and Drinks Industry trends. C Space CEO, Jessica DeVlieger, was invited by WARC to give her perspective on 2022’s key Grocery and Drinks Industry trends.

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InMoment XI

MAY 4, 2022

That gives them valuable perspective on customer wants, needs, frustrations, and satisfaction. Think about ways to record and gather that perspective, and how you can use the data to improve your services, products, offerings, and, especially, profits. Measure the Right Things.

Loyalty 580

Loyalty 2011 Call Center Leadership 580

Experience Investigators by 360Connext

MARCH 26, 2024

Prepare to have your perspective radically shifted as we examine a bank’s strategy to merge in-person banking with digital tool education. Will this approach truly empower customers or is it merely a stepping stone to a fully digital future?

2024 178

2024 Banking Advertising ROI 178

ThriveableBiz

NOVEMBER 13, 2023

Customer-driven innovation to scale -up your business To scale-up your business you have to be focused on what the customer wants and needs. You have to be different and innovative. If your innovation isn’t anchored in their emotional needs, beyond the purely rational, it’s not going to give you the growth you’re looking for.

Innovation 52

Innovation Entertainment Customers Customer Focused 52

Experience Investigators by 360Connext

MARCH 5, 2024

It’s a healthy cycle that inspires innovation. It can be effective to pair new hires with CX innovators who can serve as mentors. How can your organization improve its customer experience from their perspective? Invest in your employee experience and empower everyone to innovate on the customer experience.

Employee Experience 260

Employee Experience Customer Experience Net Promoter Score Customer Journey Mapping 260

SAP Customer Experience

DECEMBER 19, 2022

Overview: This blog is authored by 3 designers in Digital Labs, Innovation Office APJ, Rena Yu Ning Wang, Stella Ang, and Sujit Adichikat. In this blog, we will be sharing our experience working on the tool of SAP Build Apps (previously called AppGyver). Introduction: The SAP Build Apps tool is.

Innovation 79

Innovation Blog User Experience Customer Experience Design 79

InMoment XI

FEBRUARY 16, 2024

This unified view allows businesses to leverage the full spectrum of customer data, allowing organisations to identify opportunities for innovation, improve operational efficiency, and deliver personalised experiences that resonate with customers on a profound level.

Multi-Channel 260

Multi-Channel Touchpoint Social Media Customer Voice 260

Totango

AUGUST 21, 2020

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform. We are 18 months in.

Innovation 116

Innovation Customer Success NPS Reference 116

Experience Investigators by 360Connext

JANUARY 30, 2024

Discover how this innovation could transform the checkout experience, tackle theft, and what it means for customer engagement. Tune in for a thought-provoking session that promises to leave you with a fresh perspective on AI’s role in our lives and a renewed passion for excellence in customer experience across all sectors.

2024 143

2024 Government Customer Experience Professionals Contact Center 143

Clarivate

OCTOBER 14, 2021

In this episode of Ideas to Innovation , Clarivate life sciences and healthcare experts reflect on partnering with pharma to combat the pandemic. In this new episode of our Ideas to Innovation podcast series, Clarivate experts provide a snapshot of their key milestones over the past year and share their perspectives on what may come next.

Innovation 52

Innovation Healthcare Insights Presentation 52

CSM Magazine

MAY 15, 2024

But the innovation doesn’t end there – GPT-4o can analyze voice tones and facial expressions. AI insights, with their fresh perspectives, are best when they join forces with the creativity and critical thinking of humans. Understanding context is a game changer with GPT-4o.

Customer Experience 52

Customer Experience Engagement Innovation Insights 52

Natalie Petouhof

AUGUST 15, 2022

In short, digital technology and all the innovation that came with cross-pollinating ideas across industries. As what often happens with digital technology, disruption occurs because players from outside your world can innovate in new ways that create new forms of value.

Books 52

Books Customer Centricity Advertising Culture 52

Beyond Philosophy

FEBRUARY 20, 2020

It would be best to take a step back from the day-to-day management perspectives that you engage in and ask yourself, “What is that we want our brand to mean? The post Where AI Meets CX: Inventor of the Hashtag Shares Innovative Concepts Pt 2 appeared first on Customer Experience Consulting. What are our big goals?”

Innovation 162

Innovation Social Media Technology Brands 162

Totango

SEPTEMBER 6, 2017

Sam shared a fairly unique perspective (at least in the context of a conference focused on customer success professionals) in his keynote address: the viewpoint of a product manager on the customer success movement. Get great at what you are already good at – innovate your strengths.

Customer Success 83

Customer Success 2017 B2B Customer Centricity 83

West Monroe

MAY 4, 2022

Observe how companies are navigating complex digital landscapes and making the case for continued investment and innovation. Tiffani Bova , Global Growth and Innovation Evangelist, Salesforce. Panelists for the session include: Jason Bass , VP Global Business Operations, Anthology. Ken Ewell , Chief Customer Officer, Momentive.

Innovation 52

Innovation Chief Customer Officer Customer Experience Webinar 52

Experience Investigators by 360Connext

OCTOBER 3, 2023

We also venture into the realm of customer collaboration and the vital role of customer feedback in experiential innovation. Whether you’re at the drawing board stage or looking for a fresh perspective, this episode is brimming with actionable advice guaranteed to elevate your customer experience strategy.

Innovation 143

Innovation Feedback Insights Customer Experience 143

West Monroe

MARCH 16, 2023

My take: The companies that strike the right balance of risk and innovation when adopting generative AI will win. How do you successfully balance risk and innovation with generative AI? What are we willing to risk in the name of being innovative? The second: Allow minimal use by a small group of people, if at all.

Innovation 52

Innovation ROI Financial Social Media 52

West Monroe

MARCH 16, 2023

My take: The companies that strike the right balance of risk and innovation when adopting generative AI will win. How do you successfully balance risk and innovation with generative AI? What are we willing to risk in the name of being innovative? The second: Allow minimal use by a small group of people, if at all.

Innovation 52

Innovation ROI Financial Social Media 52

Education Services Group

MAY 16, 2022

But it also presents tremendous opportunities for revenue growth through the ability to amplify brand and reach new customers in new markets, by broadening and increasing opportunities to leverage innovative approaches that are otherwise challenging to do natively, and by reducing risk.

Customer Engagement 52

Customer Engagement Engagement Multi-Channel Customer Success 52

Interactions

MAY 6, 2024

Interactions, an innovating force in AI for Customer Service, continues to set the standard for excellence. With relevant AI innovation spanning over 20 years, we’ve established ourselves as a trusted partner to some of the world’s leading brands, delivering craveable customer experiences and driving tangible results.

Interaction 62

Interaction Customer Service Omnichannel Innovation 62

West Monroe

JUNE 28, 2022

West Monroe recently hosted a webinar with some of the top customer experience leaders in the software industry—Salesforce, Anthology, Palo Alto, Celonis, and Momentive joined us—to discuss how their companies leverage digital innovation to deliver customer experience at scale. Featured Content.

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Webinar Innovation E Commerce Customer Experience 52

CX Journey

AUGUST 4, 2015

Image courtesy of Celestine Chua Do you think that the speed of innovation is too fast for your customers? Only 30% of respondents believed that improving people's lives was a catalyst for change/innovation, and only 24% felt innovation was driven by a desire to make the world a better place. or innovation? or just right?

Innovation 73

Innovation 2015 Social Media Government 73

One Millimeter Mindset

NOVEMBER 16, 2022

You always seem to have the right perspective, the right answer, the right choice of words to help people become unstuck. Another individual’s perspective, as your “who”, tempers the direction you take your internalized conversations. You are the go-to resource for lots of folks, aren’t you? Who or what is your own go-to?

Consulting 81

Consulting Innovation Books Leadership 81

Horizon CX

AUGUST 7, 2023

Diversity encompasses the recognition, acceptance, and celebration of the unique qualities, perspectives, and experiences that individuals bring to the table. This helps ensure that different perspectives are considered when making important choices.

Culture 52

Culture Innovation 2023 Communication 52

Education Services Group

DECEMBER 14, 2022

And artificial intelligence has the ability to help us to scale, to look at data at scale in ways that we’re not able to do from a human perspective. I love this question, love the perspective. The post Webinar Q&A Recap: Dark Matter Data and AI-Driven Innovation: the Future is Here appeared first on ESG.

Webinar 52

Webinar Innovation Customer Success B2B 52

Interactions

APRIL 19, 2024

incredible transformation strategies, each with a unique perspective based on the group’s combined knowledge and experience. At the end of the workshop, participants were invited to contribute their perspectives through a brief survey, serving as a bridge between what was discussed and the state of CX. And the Consensus Is….

Insights 62

Insights Workshop Customer Experience Contact Center 62

CSM Magazine

DECEMBER 20, 2021

Throughout my career I’ve been fortunate to build and use some fantastically innovative technology, but I cannot get away from the fact that technology is only as good as the people using it. And the people using it are more important to any organisation than technology in isolation.

Marketing 59

Marketing Technology Omnichannel Presentation 59

One Millimeter Mindset

OCTOBER 12, 2022

Your actions, assumptions, and perspective impact making ideas actionable and understandable. As a result, you blindside people on the receiving end of your innovative thinking. From your perspective, of course they are more than ready for new ideas. And are team members “jumping” at the chance to play around with your ideas?

Consulting 102

Consulting Innovation Presentation Leadership 102

Alida

DECEMBER 19, 2017

Over the next three to five years, the media industry will become a more mature market from the consumer’s perspective, and this will have dramatic implications for media, including the convergence of media advertising into one market and great deal of industry consolidation.

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One Millimeter Mindset

JUNE 1, 2022

Then, during other meetings, perspectives and energy are all over the place. There should be some variation in each team member’s perspective and approach. Without some variation – usually based on new learnings and insights – problem-solving becomes rote, rather than innovative.

Innovation 102

Innovation Insights Loyalty Leadership 102

Horizon CX

JANUARY 6, 2020

From a company perspective, commitment, motivation, loyalty, trust, values, and identities should be like mild adhesive that will reliably endure repeated removals and reattachments. Of course, abstract platitudes are unlikely to boost efficiency, increase innovation or achieve other positive business results. Noam Chomsky.

2020 40

2020 White Paper Airlines 2004 40

Win the Customer

APRIL 18, 2023

In this blog post, we will delve into the dangers of groupthink in customer experience journey mapping and explore how it can hinder progress and innovation. Lack of Diverse Perspectives One of the primary dangers of groupthink in customer experience journey mapping is the suppression of diverse perspectives.

Customer Experience 52

Customer Experience Customer Journey Mapping Competitive Advantage Customer Centricity 52

inmoment

JUNE 28, 2019

What do you think of when you hear “radical innovation?” The theme of this year’s Forrester CXNYC conference was “Changing the Game—Leading Radical CX Innovation,” and since then, I have found myself thinking more and more about what radical innovation looks like in our space. The Inseparable Relationship Between CX and EX.

Employee Experience 40

Employee Experience Innovation Connections Technology 40