InMoment XI
OCTOBER 17, 2012
The explosion of digital and social media has changed the way we communicate – as people, as consumers, and as companies. While this has made hearing the voice of the customer easier than ever, it has also introduced a new challenge: too much information (or, as the Twitter Generation would say, TMI). Much of this content is unstructured text in comments or social media postings.
Service Untitled
OCTOBER 31, 2012
With over two million customers without power because of Hurricane Sandy, is it within the realm of possibilities that we can expect customer service to even scratch the surface of what we need or what we want? The first priorities must be with emergency services; getting the hospitals back to their work of saving people, and getting emergency public service personnel back to their desks so they may begin the enormous task of helping us to put our lives back together again.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Pretium Solutions
OCTOBER 16, 2012
I happened upon this marvelous animation and wanted to share its fantastic portrayal of the frustrating customer service experience. We’ve all had little red bear’s customer service experience. Is it my bad luck when I choose the wrong line, or is it poor customer experience design? I challenge you to examine all your customer experience touchpoints.
Very Best Service
OCTOBER 22, 2012
'Customer service: Are you Cutting it short? In the field of customer service, the most important factor can be the unwritten contract with the customer. It is not so much about what is included in the small print to protect the interests of the company but more about the set of expectations and promises which have been sold to the customer. When it comes to crunch time, delivery to the customer must take into account the perceived value that has been portrayed and fulfil the company''s share of
Advertisement
Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Customer Interactions
OCTOBER 18, 2012
'Last week I had the distinct pleasure and honor of attending, and speaking at, the premiere conference on urban security and municipal surveillance, Secured Cities, in Philadelphia. Philadelphia Mayor Michael Nutter gave an inspiring keynote on how safety and security contribute to the prosperous development of cities, in particular Philadelphia. I later joined Maureen Rush, Vice President Public Safety for the University of Pennsylvania on a campus tour where we got an up close look at the Uni
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
OCTOBER 31, 2012
Congratulations! You drew the short straw. Your company or department has determined that they need a customer survey and you have been selected to create it. Join us for part one of this "mini bootcamp" as we go over a few tips to make your survey more salient and valuable. and make you look like a hero!
Service Untitled
OCTOBER 9, 2012
Shopping for products and services are no longer defined by the hours between 9:00 a.m. and 5:00 p.m. The Internet provides convenient and easy access to product information 24 hours a day. It makes research convenient and allows us to compare prices, services, and even to formulate questions we want answered by one of the many providers out there, but what about an organization’s customer service?
Pretium Solutions
OCTOBER 16, 2012
I happened upon this marvelous animation and wanted to share its fantastic portrayal of the frustrating customer service experience. We’ve all had little red bear’s customer service experience. Is it my bad luck when I choose the wrong line, or is it poor customer experience design? I challenge you to examine all your customer experience touchpoints.
Very Best Service
OCTOBER 11, 2012
'Customer service bubble - what is happening under the surface? We have all witnessed unusual situations or even created experiences of our own where miraculously some bubbles appear and, we watch, puzzled, wondering what is happening under the surface. In the case of customer service, watching the situation develop is not good enough. As soon as a tell-tale sign is visible, in depth investigation must commence to understand what might be the root cause and could potentially lead your customer s
Advertisement
Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Customer Interactions
OCTOBER 4, 2012
'Today, many companies are turning to cloud-based computing to increase their capacity and capabilities, or to add services on demand, without the downside of expensive infrastructure costs and higher support staff headcount. While companies are embracing the cloud in record numbers, for the most part, Public Safety agencies have historically shied away from hosted solutions that put control in the hands of outside entities.
Brad Cleveland Blog
OCTOBER 9, 2012
Brad identifies what leaders should know about contact centers, and provides tips for acquiring this understanding. Brad identifies what leaders should know about contact centers, and provides tips for acquiring this understanding.
InMoment XI
OCTOBER 31, 2012
Congratulations! You drew the short straw. Your company or department has determined that they need a customer survey and you have been selected to create it. Join us for part one of this "mini bootcamp" as we go over a few tips to make your survey more salient and valuable. and make you look like a hero!
Service Untitled
OCTOBER 24, 2012
Every successful business has to attract customers or clients. We need to persuade them to purchase our product or service, buy a lot of our product or service, return to do more business with us because they were pleased, and then tell their friends and family how great we are. Loyalty comes with a number of perks, therefore pleasing everyone we can with a “wow” experience attracts more and more business.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
Pretium Solutions
OCTOBER 16, 2012
I happened upon this marvelous animation and wanted to share its fantastic portrayal of the frustrating customer service experience. We’ve all had little red bear’s customer service experience. Is it my bad luck when I choose the wrong line, or is it poor customer experience design? I challenge you to examine all your customer experience touchpoints.
Very Best Service
OCTOBER 2, 2012
'Customer service virtuous circle The growth of social media and viral propagation remind us everyday of the positives of a virtuous circle. Customer satisfaction is a natural source of endorsements, which in turn create further purchases, and increase customer loyalty whilst reducing the risk of p ost purchase dissonance. On the contrary below par customer service could be at the origin of a vicious circle where the company''s reputation and future profits are at risk.
Customer Interactions
OCTOBER 11, 2012
'According to an IMS Research forecast, 2013 will be the tipping point wherein networked or IP video surveillance equipment sales will overtake analog video surveillance equipment sales. This certainly is no surprise for those of us working in the field, as we’ve experienced first hand how the shift from analog to IP is increasingly gaining traction and penetration in the market.
Aveus
OCTOBER 23, 2012
Aveus Partner, Linda Ireland, recently became a contributing author at Forbes.com with her first post, Do Republicans and Democrats have a customer experience problem? A timely post on Forbes. With the wall-to-wall media coverage around Monday night’s presidential debate and who is ahead of whom in the battleground states, I can’t help but look at our political parties through a customer-experience lens.
Advertisement
Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
InMoment XI
OCTOBER 31, 2012
Congratulations! You drew the short straw. Your company or department has determined that they need a customer survey and you have been selected to create it. Join us for part one of this "mini bootcamp" as we go over a few tips to make your survey more salient and valuable. and make you look like a hero!
Service Untitled
OCTOBER 16, 2012
We all know who our favorite designers are, our favorite beverages, and our favorite services. That doesn’t happen by chance, but rather this branding is the result of our own personal, repeated experiences and our perceptions of these products or services having been the best. Proceed one step further to find out that most of us stay with these particular brands because they provide us with reliability and quality.
InMoment XI
OCTOBER 30, 2012
Those who have been following the The Ride will know that we did a series of postings in late September on the Paris Motorshow. While there, I had the chance to take a look at some of the showcase brand stores on the Champs-Élysées including Citroën, Mercedes-Benz, Peugeot, Renault, and Toyota. It was fascinating because. View Article.
InMoment XI
OCTOBER 30, 2012
Blaise Pascal once said “I have made this letter longer than usual, only because I have not had time to make it shorter.“ The point being, it is much harder to write something that is succinct than a long and rambling communiqué. The same can be said for research. Some believe in the concept. View Article.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
InMoment XI
OCTOBER 30, 2012
There is an increasing trend in the discussion around Big Data to the extent that it now is used more in discussions with clients. Given the promise of the opportunities that exist in utilizing Big Data this should be no surprise. However, the question has to be asked whether this is an immediate opportunity or.
InMoment XI
OCTOBER 30, 2012
Those who have been following the The Ride will know that we did a series of postings in late September on the Paris Motorshow. While there, I had the chance to take a look at some of the showcase brand stores on the Champs Elysees including Citroen, Mercedes-Benz, Peugeot, Renault, and Toyota. It was.
InMoment XI
OCTOBER 30, 2012
Blaise Pascal once said “I have made this letter longer than usual, only because I have not had time to make it shorter.“ The point being, it is much harder to write something that is succinct than a long and rambling communiqué. The same can be said for research. Some believe in the concept.
InMoment XI
OCTOBER 30, 2012
There is an increasing trend in the discussion around Big Data to the extent that it now is used more in discussions with clients. Given the promise of the opportunities that exist in utilizing Big Data this should be no surprise. However, the question has to be asked whether this is an immediate opportunity or.
Advertisement
Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
InMoment XI
OCTOBER 30, 2012
Those who have been following the The Ride will know that we did a series of postings in late September on the Paris Motorshow. While there, I had the chance to take a look at some of the showcase brand stores on the Champs Elysees including Citroen, Mercedes-Benz, Peugeot, Renault, and Toyota. It was.
InMoment XI
OCTOBER 30, 2012
Blaise Pascal once said “I have made this letter longer than usual, only because I have not had time to make it shorter.“ The point being, it is much harder to write something that is succinct than a long and rambling communiqué. The same can be said for research. Some believe in the concept.
InMoment XI
OCTOBER 30, 2012
There is an increasing trend in the discussion around Big Data to the extent that it now is used more in discussions with clients. Given the promise of the opportunities that exist in utilizing Big Data this should be no surprise. However, the question has to be asked whether this is an immediate opportunity or.
Expert insights. Personalized for you.
249 
Let's personalize your content