InMoment XI

FEBRUARY 1, 2024

Understanding customer and employee sentiment is more than just a competitive edge—it’s essential, with companies in every industry and sector focusing resources on comprehending it. It offers a deep understanding of customer and employee feedback, transforming complex data into clear and actionable insights. Data is gold.

Social Media 260

Social Media Insights Metrics Loyalty 260

Experience Investigators by 360Connext

AUGUST 17, 2021

Cross-functional leadership is a key factor in leading any customer experience program. This often means creating a team of leaders who regularly meet to discuss priorities, resources and accountabilities that drive CX forward. Check out these resources: [Article] Create Your CX Charter with These 6 Questions. Try a CX Charter.

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

InMoment XI

OCTOBER 26, 2021

Getting your C-suite onboard with customer experience (CX) programs can be a real challenge. If you’re reading this, chances are it’s the same story at your organization! Usually, this presentation takes the form of scorecards, but we challenge you to use something much more powerful if you aren’t already: customer stories!

Presentation 490

Presentation Connections Brands Insights 490

InMoment XI

AUGUST 31, 2023

We’re all about assisting businesses in translating their customer experience initiatives into tangible, measurable business outcomes. Reason #4: The Conference is More Practical Than Ever The event has been crafted to provide you with an insider’s perspective on a selection of EMEA’s most successful experience programmes.

2023 260

2023 Workshop 2024 Events 260

Experience Investigators by 360Connext

JANUARY 16, 2024

Could transforming your organization into a customer-first powerhouse be the key to unlocking unprecedented growth and loyalty? On this episode of Experience Action, Jeannie Walters engages with a truly insightful listener question, exploring how to permeate a customer-first mindset throughout every leadership tier. Let’s talk!

Customer Experience 143

Customer Experience Leadership Customer Journey Loyalty 143

InMoment XI

AUGUST 25, 2023

Choosing the right partner for your CX program is essential for creating a memorable customer experience and increasing customer loyalty. 73% of customers say that a good customer experience is one of the biggest deciding factors for brand loyalty. Let’s dive into what we covered on our webinar.

ROI 260

ROI Net Promoter Score Webinar Financial 260

InMoment XI

JULY 18, 2022

In our last blog about creating an excellent food service customer experience (CX), we talked about how vital customer reviews are to growing your business (and how your customer experience plays a pivotal role in making sure your reviews are positive). . 1: Leveraging Customer Feedback in Operations.

Feedback 492

Feedback Culture Customers Customer Experience 492

InMoment XI

FEBRUARY 12, 2024

In the midst of today’s bustling and intricate business landscape, deciphering the ever-evolving wants and needs of customers can feel like navigating through a maze. What is Integrated Customer Experience (CX)? In short, integrated customer experience is an anti-siloed CX strategy.

NPS 260

NPS Net Promoter Score Effort Score ROI 260

InMoment XI

MAY 2, 2023

Forrester predicts that in the next year, one in five customer experience (CX) programs will disappear, but one in 10 will be stronger than ever. And though it’s easy to feel overwhelmed when you have big obstacles but limited resources, we’re here to tell you success is possible—if you use your time wisely.

Call Center 295

Call Center ROI Download Customer Journey 295

InMoment XI

DECEMBER 6, 2021

And when I look back on all that, I couldn’t be more grateful for customer feedback management platforms (also known as CFM platforms). Customer experience (CX) technology has taken what used to be a days-long process and condensed it to minutes. How to Choose a Customer Feedback Management Platform. Boy, how times have changed!

Feedback 493

Feedback Management Technology Government 493

Experience Investigators by 360Connext

JANUARY 10, 2023

What would success look like in a year? Customers are happier than they’ve ever been , and you know that because their feedback shows it. Employees are engaged in not just the idea of customer experience , but in their role as an important part of it. Overall, customer experience is no longer just talk at your organization.

2023 143

2023 Customer Journey Mapping Customer Experience Customer Journey 143

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. We know a seamless outsourcing transition is essential for maintaining operational efficiency and customer satisfaction, and you need to go on the transition journey with a team of people you barely know.

Customer Care 177

Customer Care Document Sports Communication 177

BlueOcean

NOVEMBER 13, 2023

From AI and VoC to EX and TX, here are some resources to inspire for the new year. As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry.

Customer Care 177

Customer Care 2024 Multi-Channel Contact Center 177

Experience Investigators by 360Connext

APRIL 27, 2021

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. They have smaller teams, fewer resources, and misunderstood goals. Customer experience is often launched with tactics instead of a strategy.

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

Experience Investigators by 360Connext

JULY 11, 2023

Organizations are increasingly recognizing the importance of delivering exceptional customer experiences. However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. “We’re going to be customer-centric ! .

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

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. A Customer Experience Charter can answer that question. A Customer Experience Charter can answer that question. What is a Customer Experience Charter? Then, Create a CX Charter.

Document 358

Document Net Promoter Score Government Leadership 358

Experience Investigators by 360Connext

APRIL 14, 2020

It’s one of the most useful tools you have in your customer experience toolbox at this moment. Customer Journey Maps are a great resource, especially in times of change like these. To uncover duplication of efforts or ways our siloed organizations create inefficiencies or irritations for your customers.

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

Circular Edge

MARCH 4, 2024

Circular Edge Recognized with JD Edwards Partner Excellence Award for Continuously Supporting Customer Resilience and Success “If everyone is moving forward together, then success takes care of itself.” Further, their customer service teams were challenged with consistently and equitably allocating available inventory.

Transportation 52

Transportation Apparel Sports 2017 52

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. The Common Method of Customer Experience Training.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

TechSee

MARCH 2, 2023

As a potential customer, you want to set expectations upfront and understand how other companies have practically benefitted from an AI solution. As a potential customer, you want to know if competitors have proven results in the real world, especially in similar use cases or with similar objectives. If so, how?

Roadmap 109

Roadmap ROI Technology Customer Success 109

SurveySensum

JANUARY 1, 2024

Well, these stats show a direct connection between team engagement, understanding your customers, and the success of your business. It’s like uncovering the hidden code to success! This connection between engaged employees and customer satisfaction leads us to something transformative: the Voice of the Customer (VoC).

Social Media 52

Social Media Customer Satisfaction Culture Feedback 52

Gainsight

APRIL 9, 2024

Nick Mehta, CEO at Gainsight and Kellie Capote, Chief Customer Officer at Gainsight kicked off the event and dove deep into why communities are important within the workplace and how to start building them. We believe that community brings a sense of belonging to our customers.

Connections 52

Connections Chief Customer Officer E-support Events 52

Lithium

APRIL 2, 2024

If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Sign up today !

2024 52

2024 Webinar Roadmap Events 52

BirdEye

MARCH 4, 2024

While this isn’t necessarily a hard and fast rule, there’s truth behind it — consistent and repeated exposure plays a crucial role in transforming potential customers into actual buyers. In fact, according to Birdeye data , 36% of multi-location marketers send personalized messages to their customers daily. Drive more revenue.

Marketing 111

Marketing Multi-Channel Events Demo 111

Gainsight

JANUARY 4, 2024

Digital innovation is constantly shaping customer relationships, and Popmenu stands out for how it’s using Gainsight Essentials for its customer engagement and growth strategies. Buchanan and Greene offered several lessons on fostering digital customer engagement and driving successful customer outcomes.

Customer Engagement 52

Customer Engagement Engagement Webinar Customer Journey 52

BirdEye

NOVEMBER 16, 2023

Do review marketing to attract more customers 3. Develop customized property management solutions 20. Share success stories and testimonials online and offline 29. Launch socially or environmentally relevant education initiatives This guide is your go-to resource for lead generation without overwhelming you.

Social Media 111

Social Media Seminar Events Consulting 111

Magellan Solutions

APRIL 17, 2024

Through automation, businesses can reclaim countless hours lost due to manual data entry and redirect those resources toward closing deals and driving revenue growth. Staying motivated and focused on selling can be hard when you’re stuck typing instead of talking to customers.

Sales 52

Sales Customer Relationships Social Media Call Center 52

SurveySensum

FEBRUARY 7, 2024

Use analytics tools, customer feedback platforms , and social media monitoring to gain deeper insights into your audience. Tell a Story Stories have an intrinsic potential to trigger emotions and create a connection. Talk about your successes, personal experiences, or even obstacles you have overcome. How To Do It?

Connections 52

Connections Social Media Demo Feedback 52

Circular Edge

MARCH 4, 2024

CE Recognized with 2019 JDE Distinguished Partner Award for Showcasing Customer Success We are honored to have received the prestigious 2019 JD Edwards Distinguished Partner Award for Showcasing Customer Success at the Oracle JD Edwards Partner Summit. My biggest concern going in was the retrofits.

2019 40

2019 Sports Innovation Customer Success 40

One Millimeter Mindset

AUGUST 11, 2021

However, cross-functional problem-solving generates a strategic story about poking holes in organizational value silos. As a result, they have different conversations with one another, design different solutions, and create different stories together. I never saw ‘what I do’ in the workplace each day as part of a story.

Innovation 116

Innovation Culture Leadership Events 116

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. It’s worth noting that companies with any of these primary cultures can still deliver good customer service experiences. What does a customer service culture look like?

Culture 139

Culture Customer Service Customer Centricity Chief Customer Officer 139

ChurnZero

SEPTEMBER 23, 2022

Searches for customer retention peaked in early 2022. . Searches for customer churn neared their all-time high around the same period. . Companies couldn’t rest on their laurels; it was hold onto their customers or float into the abyss. . Searches for Customer Success and customer experience lagged a bit, peaking only recently.

Customer Success 98

Customer Success 2022 Customers 2017 98

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. Story #1: The European Super League Creates a Super Big Backlash.

Insights 153

Insights Customer Experience 2021 Books 153

SurveySensum

JANUARY 26, 2024

When the package arrived, she found some glitches and contacted customer support for assistance. The responsiveness and effectiveness of the support team in resolving her issue became a pivotal moment in Claire’s customer journey. Claire’s story encapsulates the essence of a customer journey. What is a Customer Journey?

Customer Journey 52

Customer Journey Social Media Touchpoint Webinar 52

Beyond Philosophy

AUGUST 13, 2022

Or would you rather be at a cocktail party with people from all walks of life exchanging stories or jumping up and down to a throbbing beat in the middle of a crowded dance floor? The personality you have will help you determine how to leverage your strengths (and confront your “opportunities”) on your path to success.

Consulting 88

Consulting Financial Leadership Books 88

SurveySensum

FEBRUARY 29, 2024

This scenario underscores the critical link between employee satisfaction and overall organizational success. To further explore this crucial topic, in this blog, we’ll be delving into employee satisfaction and its profound impact on your business’s success. But the sad part is, that only 23% of employees feel truly engaged at work.

Culture 52

Culture Customer Satisfaction Loyalty Reference 52

Circular Edge

FEBRUARY 26, 2024

To Automate the Warehouse, Planning and Distribution operations DifGen Pharmaceuticals upgraded with the Oracle OCI, AtomIQ Streamlined processes across departments resulted in time and resource savings, while new tools and shared information improved teamwork and communication.

Healthcare 52

Healthcare Financial Reference Engagement 52