InMoment XI
JANUARY 24, 2014
In my previous blog on thinking the unthinkable, I indicated the need to anticipate and support the whole customer experience. In my view, many customer journeys only reflect a partial view of the customer experience. I suggested that the reason for this may be related to the fact that it is the easiest way to.
Win the Customer
JANUARY 20, 2014
'Clarity of expectation, perhaps the most basic of employee needs in the workplace, is critical to customer service performance. Do your customer service agents really know what is expected of them? Or better yet, do they know what a successful result of their work looks like? Approximately half of American workers are unclear about what […].
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Customer Input
JANUARY 22, 2014
'Inability to deliver a good customer experience consistently is the reason many companies implement loyalty programs, and also the reason why they don’t work.
Amity
JANUARY 22, 2014
Dave Strang from Achievers replies to a audience question at the Customer Success Meetup event on January 22, 2014. Have you set your Customer Success New Year’s Resolutions yet? If not, you can find inspiration from members of the Customer Success Meetup group. Last night, the third meetup event was held at the headquarters of Achievers. The event consisted of a panel discussion.
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InMoment XI
JANUARY 24, 2014
In my previous blog on thinking the unthinkable, I indicated the need to anticipate and support the whole customer experience. In my view, many customer journeys only reflect a partial view of the customer experience. I suggested that the reason for this may be related to the fact that it is the easiest way to.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Customer Input
JANUARY 22, 2014
Inability to deliver a good customer experience consistently is the reason many companies implement loyalty programs, and also the reason why they don’t work.
Customer Interactions
JANUARY 23, 2014
'Big Data is a big business. Companies everywhere are tapping into Big Data to transform themselves. Still, for all its notoriety, Big Data is hard to pin down. Ask 10 different experts what Big Data is and you’ll get 10 different answers. Many Physical Security firms have latched onto the Big Data buzzword. But what does Big Data really mean in the context of Physical Security today, and how will it transform Physical Security tomorrow?
InMoment XI
JANUARY 24, 2014
In my previous blog on thinking the unthinkable, I indicated the need to anticipate and support the whole customer experience. In my view, many customer journeys only reflect a partial view of the customer experience. I suggested that the reason for this may be related to the fact that it is the easiest way to.
Win the Customer
JANUARY 21, 2014
'Empathy is the most important skill you can have in customer service. It''s not always asked for, but is always welcome and keeps customers coming back.
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Upwave
JANUARY 21, 2014
If you had to wait for a treadmill at the gym this morning you’ve probably already realized this fact, but fitness and wellness goals are highly popular this time of year. While the New Year’s Resolution fitness craze is practically a given, the way people enact their goals rapidly evolves with new information and trends. SparkPeople , the web’s largest and most active healthy living destination, ran an Upwave survey asking nearly 500 women about their health and fitness goals to put a fin
InMoment XI
JANUARY 22, 2014
Today I want to share a blog from Lorenzo Introna, a colleague in the Maritz office in Wiesbaden, Germany. For those involved in designing the customer experience, Lorenzo provides some thought provoking commentary. Let me know what you think. I was watching a fascinating talk with the title Media for Thinking the Unthinkable by. View Article.
InMoment XI
JANUARY 22, 2014
Scrum is a term used in Rugby referring to a formation used when restarting a play—but if you work in software, this word has an entirely different meaning. Scrum is a project management tool in the family of agile methodologies that originated with lean manufacturing processes practiced at Toyota. These principles have revolutionized the manufacturing.
InMoment XI
JANUARY 22, 2014
Today I want to share a blog from Lorenzo Introna, a colleague in the Maritz office in Wiesbaden, Germany. For those involved in designing the customer experience, Lorenzo provides some thought provoking commentary. Let me know what you think. I was watching a fascinating talk with the title Media for Thinking the Unthinkable by.
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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
JANUARY 22, 2014
Scrum is a term used in Rugby referring to a formation used when restarting a play—but if you work in software, this word has an entirely different meaning. Scrum is a project management tool in the family of agile methodologies that originated with lean manufacturing processes practiced at Toyota. These principles have revolutionized the manufacturing.
InMoment XI
JANUARY 22, 2014
Today I want to share a blog from Lorenzo Introna, a colleague in the Maritz office in Wiesbaden, Germany. For those involved in designing the customer experience, Lorenzo provides some thought provoking commentary. Let me know what you think. I was watching a fascinating talk with the title Media for Thinking the Unthinkable by.
InMoment XI
JANUARY 22, 2014
Scrum is a term used in Rugby referring to a formation used when restarting a play—but if you work in software, this word has an entirely different meaning. Scrum is a project management tool in the family of agile methodologies that originated with lean manufacturing processes practiced at Toyota. These principles have revolutionized the manufacturing.
InMoment XI
JANUARY 20, 2014
Last week, I was going through my wireless bill and noticed there were some charges I was not expecting on the bill. I called my wireless carrier and asked about the charges. It turns out, I misunderstood the international plan I had signed up for when I was recently in Europe. The representative was very. View Article.
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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
JANUARY 20, 2014
Last week, I was going through my wireless bill and noticed there were some charges I was not expecting on the bill. I called my wireless carrier and asked about the charges. It turns out, I misunderstood the international plan I had signed up for when I was recently in Europe. The representative was very.
InMoment XI
JANUARY 20, 2014
Last week, I was going through my wireless bill and noticed there were some charges I was not expecting on the bill. I called my wireless carrier and asked about the charges. It turns out, I misunderstood the international plan I had signed up for when I was recently in Europe. The representative was very.
Win the Customer
JANUARY 19, 2014
'Evaluate every new technology and each new process needs to be evaluated against the real purpose for customer service.
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