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 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.
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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.
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
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InMoment XI
OCTOBER 19, 2012
How do you ensure your CEM integration efforts won’t fail? The concept of integration has the industry buzzing as it relates to customer experience management systems. While there are many definitions of “data integration”, the one that seems to have prominence is the increasingly ubiquitous race to “put it all in one place.” The idea.
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 19, 2012
I gave a talk yesterday at the 2012 Google ThinkAuto Conference in Toronto. There were two things that stood out for the day: Google has a lot of smart people; I was the second oldest guy in the room next to Dennis DesRosiers. There were several themes that emerged that have important implications for dealers. View Article.
InMoment XI
OCTOBER 19, 2012
How do you ensure your CEM integration efforts won’t fail? The concept of integration has the industry buzzing as it relates to customer experience management systems. While there are many definitions of “data integration”, the one that seems to have prominence is the increasingly ubiquitous race to “put it all in one place.” The idea.
InMoment XI
OCTOBER 19, 2012
Every now and again I will be flipping channels and come across some odd bit of television. I am not a huge fan of anything labeled as reality television, preferring, as many Americans do, to escape into the mindless fray of more fictionalized offerings. However, I must admit that I am all over reality shows.
InMoment XI
OCTOBER 19, 2012
I gave a talk yesterday at the 2012 Google ThinkAuto Conference in Toronto. There were two things that stood out for the day: Google has a lot of smart people; I was the second oldest guy in the room next to Dennis DesRosiers. There were several themes that emerged that have important implications for dealers.
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InMoment XI
OCTOBER 19, 2012
How do you ensure your CEM integration efforts won’t fail? The concept of integration has the industry buzzing as it relates to customer experience management systems. While there are many definitions of “data integration”, the one that seems to have prominence is the increasingly ubiquitous race to “put it all in one place.” The idea.
InMoment XI
OCTOBER 19, 2012
Every now and again I will be flipping channels and come across some odd bit of television. I am not a huge fan of anything labeled as reality television, preferring, as many Americans do, to escape into the mindless fray of more fictionalized offerings. However, I must admit that I am all over reality shows.
InMoment XI
OCTOBER 19, 2012
I gave a talk yesterday at the 2012 Google ThinkAuto Conference in Toronto. There were two things that stood out for the day: Google has a lot of smart people; I was the second oldest guy in the room next to Dennis DesRosiers. There were several themes that emerged that have important implications for dealers.
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.
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.
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.
InMoment XI
OCTOBER 16, 2012
Setting target scores in customer experience measurement programs is a tricky business. In the automotive industry, the publication of annual syndicated studies is frustrating to those manufacturers whose scores drop or fall below average. Sometimes the result of this is to increase target scores on internal customer experience measurement programs.
InMoment XI
OCTOBER 16, 2012
Setting target scores in customer experience measurement programs is a tricky business. In the automotive industry, the publication of annual syndicated studies is frustrating to those manufacturers whose scores drop or fall below average. Sometimes the result of this is to increase target scores on internal customer experience measurement programs.
InMoment XI
OCTOBER 16, 2012
Setting target scores in customer experience measurement programs is a tricky business. In the automotive industry, the publication of annual syndicated studies is frustrating to those manufacturers whose scores drop or fall below average. Sometimes the result of this is to increase target scores on internal customer experience measurement programs.
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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.
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.
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