GetFeedback

JUNE 13, 2021

Actionable insight to uplevel and transform the CX culture in your organization.

Culture 195

Culture Tools 195

GetFeedback

JUNE 1, 2021

Actionable insight to uplevel your use of customer journey maps and optimize the experience at every touchpoint.

Customer Journeys 221

Customer Journeys Touchpoint Customers Customer Experience 221

GetFeedback

JUNE 1, 2021

Actionable insight to uplevel and transform your employee experience program.

Employee Experience 221

Employee Experience Tools 221

InMoment XI

JUNE 30, 2016

Following my four years leading the CX practice for, arguably, the best airline in the Americas, JetBlue, the transition to the “provider” side of things since last May has been very interesting. My experience has provided a unique perspective into the various levels of CX maturity in organizations across many different industries.

Customer Expectations 200

Customer Expectations Airlines Analytics Industry 200

InMoment XI

JUNE 30, 2016

Following my four years leading the CX practice for, arguably, the best airline in the Americas, JetBlue, the transition to the “provider” side of things since last May has been very interesting. My experience has provided a unique perspective into the various levels of CX maturity in organizations across many different industries.

Customer Expectations 200

Customer Expectations Airlines Analytics Industry 200

InMoment XI

JUNE 30, 2016

Following my four years leading the CX practice for, arguably, the best airline in the Americas, JetBlue, the transition to the “provider” side of things since last May has been very interesting. My experience has provided a unique perspective into the various levels of CX maturity in organizations across many different industries.

Customer Expectations 200

Customer Expectations Airlines Analytics Industry 200

GetFeedback

MAY 31, 2021

Actionable insight to uplevel your use of technology and tools for optimizing the customer experience.

Tools 221

Tools Technology Customer Experience Customers 221

GetFeedback

MAY 31, 2021

Actionable insight to uplevel your approach to gaining leadership buy-in for your customer experience program.

Leadership 195

Leadership Customer Experience Tools Customers 195

GetFeedback

MAY 31, 2021

Actionable insight to uplevel how you listen to customers, understand their needs, and take action to improve the customer experience.

Customer Experience 195

Customer Experience Tools Customers 195

GetFeedback

MAY 31, 2021

Actionable insight to uplevel your customer experience strategy approach.

Strategy 221

Strategy Customer Experience Customers Tools 221

InMoment XI

APRIL 18, 2022

The Key Post-Pandemic EX Holy Grail for All Companies: We’re Now in the Era of Required Employee Commitment and Linkage to CX. Do Companies Recognize the High CX Value of Employee Advocates? So, how will key realities in the employee landscape impact CX? . Check It Out! So, where is employee experience headed?

Employee Experience 558

Employee Experience Culture Employee Engagement Connections 558

Eptica

NOVEMBER 20, 2019

Date: Wednesday, November 20, 2019 Author: Arnaud Dufournet - Chief Marketing Officer How a CX Maturity Model can transform your experience. Analysis from Forrester bears this out – it found that revenues from CX leaders grew 14% faster on average when compared to CX laggards. It outlines five stages to maturity: 1.

Touchpoint 69

Touchpoint Customer Centricity Culture Leadership 69

InMoment XI

AUGUST 3, 2022

Today’s conversation briefly touches on how employee experience (EX) programs can help you navigate employee challenges big and small, how EX initiatives interconnect with customer experience (CX) and how all of this can lead to meaningful Experience Improvement! How We Got Here. Well, we have the answer to that as well!

Employee Experience 557

Employee Experience Brands Roadmap Culture 557

InMoment XI

DECEMBER 10, 2015

You know it when you run into them. Organizations that just get it when it comes to customer experience. You see it in the little things. The attention to detail. But most of all, you see it in the people. The people who work for these organizations unequivocally believe in their brand. View Article.

Brands 200

Brands Customer Experience Retail Customers 200

InMoment XI

DECEMBER 10, 2015

You know it when you run into them. Organizations that just get it when it comes to customer experience. You see it in the little things. The attention to detail. But most of all, you see it in the people. The people who work for these organizations unequivocally believe in their brand. View Article

Brands 200

Brands Customer Experience Customers 200

InMoment XI

DECEMBER 10, 2015

You know it when you run into them. Organizations that just get it when it comes to customer experience. You see it in the little things. The attention to detail. But most of all, you see it in the people. The people who work for these organizations unequivocally believe in their brand. View Article

Brands 200

Brands Customer Experience Customers 200

Answer Dash

MAY 6, 2020

(This article was first published at Customer Think - republished here by the consent of the author) It’s no surprise that leaders in CX gain a higher ROI than those who are not improving their CX. But only 25% of CX professionals say their company’s CX programs actually improve customer experience.

Customer Centricity 54

Customer Centricity Effort Score Case Study Culture 54

InMoment XI

JANUARY 25, 2024

.”* Based on InMoment’s experience, the Gartner Magic Quadrant is a research methodology and visualization tool that can provide a graphical representation of a market’s direction, maturity, and participants developed by the research and advisory firm Gartner, Inc. References * Gartner, [link] , as of January 22,2024.

Strategy 260

Strategy Roadmap Innovation Technology 260

InMoment XI

SEPTEMBER 29, 2017

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Customer experience is the next competitive battle ground… because while features, functions, and materials are easy to replicate, experiences are not. View Article.

eBook 200

eBook Measurement Brands Data 200

InMoment XI

SEPTEMBER 29, 2017

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Customer experience is the next competitive battle ground… because while features, functions, and materials are easy to replicate, experiences are not. View Article

eBook 200

eBook Measurement Brands Data 200

Heart of the Customer

JANUARY 31, 2024

Customer experience (CX) has become a pivotal differentiator. Delivering exceptional CX is no longer a nice-to-have; it’s a must-have to build customer loyalty and drive revenue growth. Yet, few organizations have matured to the point where they can consistently deliver that great experience and realize the benefits.

Customer Experience 78

Customer Experience Loyalty Customers Company 78

Experience Investigators by 360Connext

JULY 20, 2021

How Customer Experience Maturity Develops. There is a natural arc to how an organization matures when it comes to customer experience. Eventually, the organization gets to a point where they are applying CX best practices and doing what needs to be done for actual Customer Experience Management. All good so far, right?

Customer Journeys 361

Customer Journeys Social Media Feedback Survey 361

InMoment XI

APRIL 27, 2023

This release of enhancements builds on InMoment’s integrated CX approach and AI-powered product foundation to give organizations the best chance of competing in today’s changing business environment. InMoment announced today new innovative capabilities in the award-winning XI Platform for clients around the globe.

Innovation 260

Innovation Feedback Analysis Resources 260

Forrester's Customer Insights

MARCH 4, 2021

Discover the three stages of building a mature CX measurement program that fuels business success and customer loyalty, and how to get started.

Measurement 41

Measurement How To Loyalty Customers 41

Eptica

APRIL 25, 2018

Date: Wednesday, April 25, 2018 4 ways to transform your CX maturity levels. However, knowing what they need to do, and actually achieving it, are clearly very different things, as the latest Temkin Group State of CX Management 2018 report shows. 37% were still at level one, ignoring the need for improving CX entirely.

Customer Connectedness 49

Customer Connectedness Self Service Brand Values Financial 49

inmoment

SEPTEMBER 19, 2018

In the world of customer experience (CX), your efforts can successfully differentiate you from your peers, but in order to achieve this, you need to focus on more than simply listening to customers and acting on that data. A successful CX program requires continuous evolution and advancement to adapt to a company’s ever-changing landscape.

Culture 40

Culture ROI Analytics Metrics 40

GetFeedback

JUNE 27, 2021

How to use a customer experience maturity model to assess the current state of CX in your business, diagnose areas that need improvement, and guide your experience strategy.

Customer Experience 195

Customer Experience How To Customers Strategy 195

Interactions

APRIL 19, 2024

Recently, we hosted a workshop at Frost & Sullivan for the best and brightest in the CX industry. 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. Ready to embark on the next chapter of CX?

Customer Experience 62

Customer Experience Contact Center Customer Centricity Loyalty 62

InMoment XI

APRIL 11, 2018

Focus Your CX Dollars on the Right Drivers and Experience Optimal CX Return on Investment The CX market is experiencing an over-saturation of maturity models that assess how well your company is performing in terms of CX. View Article.

Return on Investment 227

Return on Investment Marketing Company 227

CloudCherry

JANUARY 21, 2020

However, most companies have recognized that closed-ended surveys aren’t enough to gain powerful insights into the customer experience (CX). According to annual studies of the VoC landscape by CX thought leader Bruce Temkin , most companies focus on collecting and analyzing VoC feedback. The bad news?

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

Experience Matters

JANUARY 22, 2018

It’s no longer just about providing our clients with the skills and knowledge they need to be masterful CX professionals. During the early stages of CX maturity, modest goals for change only require a few employees to be on-board. We are increasingly helping them train and motivate a broader group of employees. But as Read More.

Customer Centricity 326

Customer Centricity Groups Training Customers 326

InMoment XI

OCTOBER 12, 2022

” And though closed-loop systems have been around for a while now, they are still just as vital to you customer experience (CX) program! As your program matures, look for the easy wins to gain credibility and prove success within your organization. Looking to get started with or revive your approach? Check out these seven tips.

System 493

System Chatbots Fashion Study 493

InMoment XI

APRIL 20, 2018

Focus Your CX Dollars on the Right Drivers and Experience Optimal CX Return on Investment The CX market is experiencing an over-saturation of maturity models that assess how well your company is performing in terms of CX. View Article.

Return on Investment 200

Return on Investment Marketing Company 200

CloudCherry

MARCH 3, 2019

To assess your readiness for CX improvement, look to the CX Maturity Model. In thousands of interviews across industries, with companies of every possible size, we started to notice certain CX patterns emerging. Once you’ve laid the groundwork for great CX, you need ways to sustain it for the long-term.

Customer Experience 186

Customer Experience Self Service Culture Customers 186

Experience Matters

MAY 24, 2018

As an organization’s customer experience efforts mature, CX metrics become a critical guidepost for all of its activities. pdf format Here are links to the research referenced in the infographic: Five Steps For Building A Strong CX Metrics Program The State of CX Metrics, 2017. png format, in .pdf pdf format 18?

Infographics 319

Infographics Metrics Customer Experience Customers 319