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. It’s clear that creating memorable experiences can not be overlooked, which means choosing a partner for your CX program is one of the most important decisions you will make for your business.

ROI 260

ROI Net Promoter Score Webinar Financial 260

InMoment XI

MAY 10, 2022

A lot of companies and organizations have gotten a very specific idea of how experience programs and human expertise work into their collective minds these last 20 or so years. The impression is this: experience programs are fully autonomous solutions that can pretty much be set and forget. Reason #1: Best Practices.

Consulting 493

Consulting Document Technology Insights 493

InMoment XI

OCTOBER 17, 2023

As a customer experience (CX) professional, you’ve experienced the thrill of starting and growing the program in many forms whether it be: the beginning stage, getting those quick wins, and growing a reputation of excellence across your company. That’s when you know it’s time to update your customer experience program.

Customer Experience 493

Customer Experience Net Promoter Score ROI NPS 493

InMoment XI

NOVEMBER 8, 2023

In recent years, the implementation of a Voice of Customer (VoC) program has emerged as an essential tool for reducing compliance risk, improving customer experiences , and addressing several regulatory requirements. A VoC program, along with closed-loop feedback activities, plays a pivotal role in meeting the obligations under RG 271.

Voice of Customer 260

Voice of Customer Financial Customer Centricity 2021 260

InMoment XI

OCTOBER 4, 2023

Don’t get me wrong, metrics matter, but solely focusing on score management can lead to program stagnation. CX programs centered solely on the ‘what’ will struggle to drive tangible financial value. Programs and initiatives should be tied to a well-defined hypothesis or a specific business driver.

Blog 558

Blog Customer Experience Net Promoter Score Financial 558

InMoment XI

APRIL 7, 2022

For many years now, conventional wisdom has held that the best way to listen to as many customers as possible is to turn every customer listening post within your customer experience (CX) program on and simply capture all insights that come your way. As it happens, the answer is yes, and we’re going to get into it right now!

Connections 529

Connections Customers Insights Loyalty 529

InMoment XI

JUNE 7, 2022

That’s where InMoment’s game-changing customer social listening solution comes into play. InMoment’s solution not only allows brands to access that data, but also to integrate that with other data sources, providing scalability and the deep, data-driven understanding that teams need to achieve their goals. The result?

Insights 492

Insights Social Media Return on Investment Travel 492

InMoment XI

MAY 18, 2022

Following the methodology below, our own customer experience (CX) program (Elevate) is successfully getting feedback from upwards of 90% of closed sales opportunities in our best months—and the insights are invaluable. I’m not done sharing the successes of our buyer interview program.

B2B 493

B2B Roadmap Sales Demo 493

InMoment XI

SEPTEMBER 28, 2021

Some will point to their monthly newsletter or discount program to demonstrate their efforts. Once you’ve validated the data against your program goals and established trends and patterns, it’s time to make a plan. All of these are good attempts. However, they are not enough. Loyalty Tip #3 Act on the Data You Receive.

Loyalty 519

Loyalty Feedback Advertising Customer Relationship Management 519

InMoment XI

JANUARY 20, 2022

Here are three customer experience (CX) solutions you can use to connect with and understand the experience of non-purchasers: Solution #1: Use a Digital Intercept on Your Website. One of the most prominent solutions is to use digital intercepts on your website. It is far too valuable to ignore! .

Feedback 260

Feedback Retail Connections Brands 260

BlueOcean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

Contact Center 177

Contact Center 2024 Sports Customer Care 177

InMoment XI

FEBRUARY 22, 2022

When it comes to experience programs, text analytics software has been revolutionising data interpretation since the capability arrived on the scene. So how can you optimise your text analytics software and, ultimately, strengthen your customer experience (CX) program? A solution with real-time analysis, reporting and action.

Download 493

Download Financial Feedback Metrics 493

InMoment XI

DECEMBER 6, 2021

In our experience, businesses start the process by distinguishing which of two primary approaches to supporting a CFM platform work best for their business: 1) Full-service where the company that provides the platform manages all aspects of the technology (programming, analysis, change management, etc.,)

Feedback 493

Feedback Management Technology Government 493

BlueOcean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

Contact Center 156

Contact Center 2024 Sports Customer Care 156

BlueOcean

JANUARY 30, 2024

In a typical Blue Ocean solution, for example, your program manager and program coordinator are included in that agent hour or per minute rate. OR – and hear us out – you can sign on with a partner who is already using this technology and who has the expertise to maximize its benefits for your program.

Contact Center 296

Contact Center Insights Call Center Technology 296

BlueOcean

OCTOBER 23, 2023

How have you evolved your training program to accommodate remote and/or hybrid work environments? What are the attrition rates for the program that most resemble our requirements? Reporting Your customer care program may accumulate more data than any other part of your organization. What is your average tenure of salaried staff?

Customer Care 177

Customer Care Contact Center Culture Measurement 177

InMoment XI

DECEMBER 29, 2022

AA, Americans with Disabilities Act (ADA), and Accessibility for Ontarians with Disabilities Act (AODA), becoming the first experience management solution to achieve this milestone. 1: InMoment’s CX Program—Elevate—Wins International Customer Experience Awards. This year, we welcomed a familiar friend as our brand new CEO.

2022 260

2022 2023 B2B 2021 260

CloudCherry

JANUARY 22, 2020

As with any business solution, it’s not uncommon for companies to feel trapped by their voice of the customer (VoC) vendor once they’ve already implemented VoC tools and attempted to put them into practice. According to the Forrester report, many VoC programs are still immature and face common challenges: Not Listening to Customers.

White Paper 243

White Paper Social Media Feedback 2019 243

TechSee

MARCH 11, 2024

However, given the relative youth of this space, it can be difficult to distinguish between basic and advanced solutions providers. These solution providers use a blend of technologies, including Large Language Models , vector embeddings, fine-tuning, and more, to artificially mimic human interactions.

Culture 124

Culture Virtual Agent Innovation Technology 124

TechSee

MARCH 11, 2024

However, given the relative youth of this space, it can be difficult to distinguish between basic and advanced solutions providers. These solution providers use a blend of technologies, including Large Language Models , vector embeddings, fine-tuning, and more, to artificially mimic human interactions.

Culture 109

Culture Virtual Agent Innovation Technology 109

Magellan Solutions

MAY 20, 2024

The Philippines’ BPO industry is now considered one of the biggest suppliers of global outsourcing solutions. These companies are being lauded for their expertise, innovative solutions, and unwavering commitment to excellence. Key Features Specializing in customized solutions for SME businesses. billion in the year 2022.

Call Center 52

Call Center 2024 Innovation E-support 52

BlueOcean

FEBRUARY 14, 2024

Line up the senior resources who will pay attention to the program on both sides of the equation. Find a partner who has experience, and proven success, in providing SaaS companies with effective Customer Success solutions. As mentioned, one of our SaaS clients began years ago as a Tier 1 tech support program. Ill-defined KPIs.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

Experience Investigators by 360Connext

NOVEMBER 7, 2023

Ask yourself the following questions to assess if you have a product or service quality issue: Do you know who your ideal customers are and what they look for in a solution like yours? In an ideal scenario, the customer will see an immediate benefit of your solution and start to feel as though they already own it (or should, at least!).

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

BlueOcean

FEBRUARY 14, 2024

Line up the senior resources who will pay attention to the program on both sides of the equation. Find a partner who has experience, and proven success, in providing SaaS companies with effective Customer Success solutions. As mentioned, one of our SaaS clients began years ago as a Tier 1 tech support program. Ill-defined KPIs.

Customer Success 156

Customer Success Contact Center Average Handle Time Touchpoint 156

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

2024 177

2024 Sales Customer Service Sports 177

BlueOcean

JANUARY 30, 2024

In a typical Blue Ocean solution, for example, your program manager and program coordinator are included in that agent hour or per minute rate. OR – and hear us out – you can sign on with a partner who is already using this technology and who has the expertise to maximize its benefits for your program.

Contact Center 156

Contact Center Insights Call Center Technology 156

CSM Magazine

MAY 14, 2024

Training programs are not just about training your team on how to respond to inquiries but about fostering a customer-centric mindset that resonates through every interaction. The key is to invest in a program that aligns with your business goals and culture.

Customer Service Training 52

Customer Service Training Customer Service Customer Service Representative Competitive Advantage 52

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

2024 156

2024 Sales Customer Service Sports 156

BirdEye

MAY 19, 2023

So, you invest heavily in your referral programs because you want to reward your customers who spread the word about your business. But how do you know if the referral program is working to its full potential or it needs work? Referral tracking does a lot more than just telling you how your referral program is working.

Metrics 98

Metrics Measurement Customer Satisfaction Information 98

BlueOcean

DECEMBER 8, 2020

This national sports association leads the US in governing and promoting one of the nation’s well-loved sports, including its annual pro championships, community involvement and coaching programs, charitable initiatives, and more. Their relatively small program had been outsourced to a multinational provider for two decades.

Sports 156

Sports Customer Care Download Government 156

Alida

OCTOBER 26, 2021

We’ve also introduced a Diversity, Equity, and Inclusion (DE&I) solution that enables organizations to change their DE&I program from an afterthought to a core practice valued across the enterprise.

2021 246

2021 Touchpoint Employee Experience Brands 246

ShepHyken

JANUARY 23, 2024

The solution seemed easy to me. If we could put a man on the moon and manufacture driverless cars, why can’t we program the computer to auto-populate the essential information onto multiple forms? So, here’s a simple solution. This information can be programmed to be filled out on any form that is sent to the customer.

Workshop 87

Workshop Insurance Banking Customer Service Training 87

ShepHyken

APRIL 14, 2024

Loyalty Programs Should Encourage Competition. The Reality May Be the Opposite by Alexandru Nichifor and Scott Duke Kominers (SmartCompany) Loyalty programs enable firms to offer significantly lower prices to some of their customers. The research also points to solutions. Over 90% of businesses today offer a loyalty program.

2024 73

2024 Net Promoter Score Article Loyalty Programs 73

CSM Magazine

JUNE 5, 2024

“We’re thrilled to join the Five9 partner program, putting our unique, patented, generative AI-powered voice communication solution in the hands of those who benefit from it most,” said Yishay Carmiel, Founder and CEO, Meaning.

Contact Center 52

Contact Center Average Handle Time Omnichannel Brand Values 52

Optimove

APRIL 26, 2023

Optimove, the First Customer-Led Marketing Platform, today announced the launch of its Solutions Partner Program. The program is designed to build and support a network of certified services-based partners working with Optimove to source, sell, and deliver complete and integrated data-driven marketing solutions for clients.

Marketing 52

Marketing Customers 52

One Millimeter Mindset

SEPTEMBER 24, 2018

Perhaps solutions are strictly bound by the confines of your technical, engineering or scientific discipline’s formulae. While you are busy rushing off to design a solution, based on what you heard the client “say,” you shut down your brain from listening to the rest of the conversation. Yes, I know. Contact me. Subscribe to my blog.

B2C 213

B2C Workshop Customer Retention B2B 213

Totango

NOVEMBER 15, 2023

With robust integrations , pre-built customer success programs , and best practices integrated into the software, Totango empowers enterprise businesses and cross-functional teams to accelerate customer outcomes and provide quick time-to-value, as evidenced by the glowing feedback from TrustRadius reviewers.

Customer Success 113

Customer Success 2023 Customer Satisfaction Demo 113