the-most-important-thing-in-customer-experience 
CSM Magazine
NOVEMBER 29, 2017
Kristina Evey reveals the one thing we must keep in mind when designing the customer experience. But – there is one thing that is seldom considered in these decisions. But – there is one thing that is seldom considered in these decisions. And, unfortunately, it’s the most important thing.
Kristina Evey
MAY 18, 2017
But – there is ONE thing that is seldom considered in these decisions. And, unfortunately, it’s the most important thing. The Customer Perspective. But first – consider how will that impact customer accessibility to your phones, your storefront, having their questions answered?
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InMoment XI
MAY 2, 2024
It can be argued that reputation management for retail companies is more important than it is in any other industry. Whether you are a local shop, regional staple, or nationwide brand, reputation management is one of the most important marketing strategies you need to master to ensure brand success.
InMoment XI
APRIL 25, 2024
Since finances are such a personal part of our lives, consumers in the industry are the most withholding of their trust. To gain this trust, it is now more important than ever for financial services institutions to implement strong online reputation management initiatives.
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Did you know that 73% of customers point to a prior experience as the most important factor in their purchasing decisions? With an increasing dependency on all things digital, customer behavior is changing faster than ever. How to guide your customers with customer journey orchestration.
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.
InMoment XI
MARCH 6, 2024
The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.
Speaker: Curtis Bingham, CEO, Chief Customer Officer Council
Customer Experience is the new black. But our research indicates customer loyalty is simply the wrong thing to be measuring. It doesn’t measure actual customer behavior—and therefore a limited predictor of desired outcomes. Reducing customer effort can reduce costs by 37% and induce customers to spend 88% more.
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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.
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