InMoment XI

NOVEMBER 15, 2023

With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. Customer experience analytics is the practice that empowers businesses to do just that. What is Customer Experience Analytics?

Analytics 324

Analytics Customer Experience e-support Net Promoter Score 324

InMoment XI

FEBRUARY 1, 2024

Understanding customer and employee sentiment is more than just a competitive edge—it’s essential, with companies in every industry and sector focusing resources on comprehending it. It offers a deep understanding of customer and employee feedback, transforming complex data into clear and actionable insights. Data is gold.

Analysis 260

Analysis Analytics Social Media Loyalty 260

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. In This Article: Why do you need Customer Experience Management? How do you stand in that competition?

Customer Experience 442

Customer Experience How To NPS Touchpoint 442

InMoment XI

SEPTEMBER 20, 2022

Every successful business outcome benefits from having a reliable, flexible, actionable and amply proven template and improvement guide. This is as true for employee experience (EX) as customer experience (CX). Employee Satisfaction: Providing a Little More Than the Basics.

Customer Experience 260

Customer Experience Employee Engagement Culture Conference 260

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 I hold nothing back.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

InMoment XI

JULY 12, 2023

In the modern digital world, it’s by creating a seamless customer experience strategy. It directly influences customer satisfaction, loyalty, and advocacy, making it crucial for businesses to deliver exceptional experiences that meet or exceed customer expectations. So how do you guide customers through these stages?

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

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.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. Furthermore, customers remember their good and bad experiences with brands. Here’s your ultimate guide on how to build a customer experience department. Identify the Company’s Goals 2.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. That will be a major focus in 2023 (and beyond). They were leaving to move to better jobs.

Customer Experience 301

Customer Experience Chatbots e-support Customers 301

Experience Investigators by 360Connext

JANUARY 10, 2023

Employees are engaged in not just the idea of customer experience , but in their role as an important part of it. Service costs are down , thanks to fewer issues and more efficiencies from supply chain management to first issue resolution! Overall, customer experience is no longer just talk at your organization.

Customer Journeys 143

Customer Journeys Resources Video Strategy 143

Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game.

Brands 215

Brands Customer Experience Customer Journeys Net Promoter Score 215

Lumoa

JANUARY 8, 2024

This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. Key Features and Benefits of Text Analysis Software When you’re in the market for text analytics software, it’s not just about slick interfaces (UI) or smooth user experiences (UX).

Analysis 394

Analysis Software Comparison Social Media 394

Uniphore

JULY 1, 2021

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. Kumaran Shanmuhan, Chief Growth Officer at Jacada. Register Now.

Social Media 218

Social Media Call Center Study Contact Center 218

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. Did we mistake any “experience proxies” for actual skills? See Figure 2.

Call Center 98

Call Center Gamification Contact Center Training 98

Experience Investigators by 360Connext

SEPTEMBER 19, 2023

Whether you’re new to customer experience management or a seasoned leader, it can feel challenging to know where to prioritize your time and resources, can’t it?! There is a lot of area to cover when designing better customer experiences. Or goals are too abstract, like “make every customer experience better than the last.”

How To 248

How To Net Promoter Score Course Customer Journeys 248

Comm100

MARCH 25, 2024

Whether you’re planning a customer support chatbot for your website or building an engaging marketing bot for Messenger, being aware of the do’s and don’ts of bot planning and development will help ensure that your chatbot is effective, and that it meets customers’ expectations every time. Chatbots can be designed to do almost anything.

Chatbots 240

Chatbots Customer Journeys User Experience System 240

Horizon CX

MAY 19, 2023

In Customer Experience, we often hear about transformational change as one of the descriptors of those within the discipline and many CX professionals have fashioned and even subtitled themselves as organizational change agents. I was certainly an influencer in CX but not a lone change agent.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better!

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Kayako

JANUARY 17, 2018

When we talk about customer experience, many of us think about support. These interactions make up part of the customer experience, but not all of it. Customer experience encompasses the entire end-to-end journey a customer takes. Creating an effortless customer experience is the whole company’s stance.

Customer Experience 448

Customer Experience Net Promoter Score NPS Touchpoint 448

Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? But taking customer experience lightly can be dangerous too.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

delighted

OCTOBER 17, 2023

Creating a great work environment and boosting productivity relies heavily on enhancing the employee experience within your organization. Nevertheless, it can be quite challenging to pinpoint areas for improvement and identify the best strategies to achieve it. In this post, we’ll cover: What is an employee survey?

Survey 81

Survey Tips How To Net Promoter Score 81

Beyond Philosophy

MARCH 15, 2024

We apologize for being so direct, but the fact is customer crises are inevitable. When it does happen, will you be able to navigate it to an acceptable outcome? Most think a customer crisis isn’t going to happen to them or that they will be able to manage it when it does with their business-as-usual approach. We doubt it.

Customer relationships 88

Customer relationships Customers Communication Management 88

Experience Investigators by 360Connext

APRIL 25, 2023

“We are committed to being customer-centric.” You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle. However, like many parts of customer experience, it takes more than just words. How can they be trusted? Sound familiar? And that is great.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

Experience Investigators by 360Connext

MARCH 23, 2021

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. As employees gain experience and move up in the organization, they often get farther away from customers. And who can blame you? Don’t worry about the big fish.

Customer Experience 271

Customer Experience Contact Center Customer Journeys Metrics 271

Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Customer experience objectives.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. They are among your organization’s most valuable assets, and you depend on them to deliver loyalty-building customer experiences every day, with every interaction. It should be among your key strategies and always part of your playbook.

Contact Center 88

Contact Center Gamification Measurement Training 88

Experience Investigators by 360Connext

JULY 11, 2023

Organizations are increasingly recognizing the importance of delivering exceptional customer experiences. However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. “We’re going to be customer-centric !

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Kustomer

SEPTEMBER 4, 2023

If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past. Customer service coaching is a personalized approach to the individual mentoring needs of each employee.

Customer Service 98

Customer Service Training Exercises Feedback 98

TechSee

APRIL 17, 2022

Your experience will depend on the agent’s next few words. What will her response be to your request? The damage is indeed covered by your policy and your claim is currently being processed. While there are multiple ways to implement an omnichannel experience, a quick win is to expand the way you deploy “warm transfers.”.

Self Service 207

Self Service Customer Experience Call Center Omni-Channel 207

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. As a brand manager or customer satisfaction consultant, this lets you show real progress in the short term and demonstrate that your work is producing measurable value.

Net Promoter Score 146

Net Promoter Score Consulting NPS Customer Success 146

West Monroe

APRIL 17, 2024

Talent and skill shortages continue to be a growing concern for manufacturers as they mature their digital capabilities. The intent to invest is positive news—but directing investment for maximum impact won’t be easy. Many also do so during employee onboarding. But how many actually measure the impact?

Leadership 59

Leadership Culture Competitive Advantage Study 59

ECXO

JUNE 11, 2023

Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. Since then, customer experience has become ‘institutionalized’ as a key domain to generate sustainable competitive advantage.

Customer Experience 122

Customer Experience Customer Centricity Competitive Advantage Government 122

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? This guide will explore the whats, hows, and whys of workforce optimization. Therefore, workforce optimization strategies should be front and center to your business goals. What is Workforce Optimization?

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

COPC

JANUARY 15, 2024

This second installment of the series will offer insights into onboarding best practices for new employees.  We will focus on the importance of the first 90 days, reasons new hires leave during this period, and tips to increase the likelihood of a new hire becoming a long-time employee. Training must be continuous.

Employee Engagement 78

Employee Engagement Contact Center Training Call Center 78

SurveySensum

FEBRUARY 22, 2024

It isn’t just you Twice as many employees quit their jobs because they weren’t happy with the company’s culture and limited growth opportunities, compared to those leaving due to better pay and benefits. Well, this can be detrimental both to your productivity as well as the company’s. But how to do that?

Employee Experience 52

Employee Experience Strategy Net Promoter Score Policies 52

BirdEye

MARCH 29, 2024

According to a recent Birdeye survey , 60% of businesses consider Instagram to be a mission-critical social media platform for their growth. But deciding what to post and which popular Instagram story idea to choose can be challenging. Establishing a strong presence on Instagram has never been more important.

Social Media 109

Social Media Video Guidelines Feedback 109

Retently

MARCH 26, 2024

Whether you need more affordable pricing, specialized features, or differing levels of complexity, our guide dives into the top survey solutions vying for your attention. User Experience The complexity of a survey platform can be a double-edged sword. Integration and Flexibility Your survey tool shouldn’t be an isolated system.

Survey 78

Survey Multi-Channel Effort Score Analysis 78