InMoment XI

JULY 14, 2022

A global grocery retailer was facing the uncertainties of COVID-19 and through their struggle, they found a perspective that helped them focus on forwarding progression throughout the pandemic. The Context. What’s Next.

Feedback 529

Feedback Effort Score Retail Metrics 529

InMoment XI

APRIL 7, 2022

Frankly, in most cases where CX programs are not focused and use all kinds of listening posts but rarely all relevant behavioral, operational, and contextual data, the resulting insights frequently leave brands with an endlessly tall mountain of white noise.

Customer Experience 529

Customer Experience Data Connections Customers 529

InMoment XI

DECEMBER 27, 2021

In that presentation , JB walked us through how she and her team put their beliefs about in-person and digital customer experience expectations into perspective, use CX tools to dive in and test assumptions, and finally create a culture with an opportunity mindset. Testing Your Assumptions—and Acting on the Results.

Customer Experience 529

Customer Experience Exercises Customers Tips 529

InMoment XI

JULY 13, 2023

And because at InMoment, we value sharing knowledge as widely as possible, I’m going to share the results of that in-event poll with you here, along with a few thoughts about our learnings. The key is in adapting your perspective to see these adjustments as a fine tuning rather than a complete abandonment of the preexisting travel plan.

Consumers 492

Consumers Financial Competitive Advantage Customer Centricity 492

InMoment XI

JANUARY 25, 2024

The resulting quadrants are labeled as: Leaders: Leaders execute well against their current vision and are well positioned for tomorrow. Completeness of Vision reflects the vendor’s innovation, whether the vendor drives or follows the market, and if the vendor’s view of how the market will develop matches Gartner’s perspective.

Strategy 260

Strategy Roadmap Innovation Technology 260

InMoment XI

OCTOBER 24, 2022

Essentially, survey methodology studies sampling techniques and practices and determines the accuracy, so researchers of all kinds can improve their methods and get more accurate results. That means that if your method gathers bad data, you’re going to get bad results. What Is the Purpose of Survey Methodology? Types of Survey Methods.

Survey 493

Survey Analysis Study Data 493

InMoment XI

FEBRUARY 13, 2024

It is important to use proper sampling techniques to gain the most accurate market segmentation results. This precision leads to more accurate and reliable results compared to simple random sampling, especially when there are significant differences between subgroups. One of these techniques is stratified sampling.

Customer Experience 260

Customer Experience Groups Resources Customers 260

InMoment XI

JUNE 28, 2022

To get even more specific: Financial advisors were able to identify and save at-risk client relationships, pinpoint opportunities for growth and potential new business, and leverage both the survey process and their own results to market themselves to prospective clients.

Financial 295

Financial Brands Customer Experience eBook 295

Lumoa

JANUARY 24, 2024

Results must be meaningful from a business perspective and reveal areas for improvement. A CXO’s Perspective on Text Analytics in Customer Feedback Customer experience (CX) operations aren’t left to any one department. The result? An organization that can act on feedback.

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

Beyond Philosophy

MARCH 22, 2024

The quest for a single, transformative action stems from a human penchant for simplicity, urgency for instant results, and an aversion to complexity. Perhaps more importantly, we offer a realistic perspective on embracing the truth: CX improvement demands dedication and a holistic approach. Yet, the allure of a silver bullet persists.

Customer Experience 88

Customer Experience How To Financial Customers 88

Lumoa

MAY 5, 2022

Improved customer experience starts with the customer’s perspective. Innovation and development happen best through people who bring different skills and perspectives to the same room. If you want good results, those who will do the job need to have insight into the CX goals and the as-is situation.

Strategy 277

Strategy Customer Experience How To Analysis 277

Lumoa

NOVEMBER 2, 2022

As a result, telecommunication companies (telcos) face increasing challenges as they provide services such as mobile, landline, internet, cable, etc. From a customer’s perspective, it’s all but one experience. Where is telcos heading in 2023? .

Industry 236

Industry Telecommunications Customer Experience Multi-Channel 236

Lumoa

JANUARY 31, 2023

Customer experience cannot be changed in a day and it can not bring you results in a day. Customer experience management, if done properly, will result in better business KPIs, incl. When there is a shared understanding of the customer journey, people typically manage to widen their perspective outside of their own silo.

Customer Experience 442

Customer Experience How To NPS Touchpoint 442

Kayako

JULY 28, 2022

Which experience do you think will result in a happier customer? Knowledge management involves two perspectives. The second perspective for knowledge management is how the company manages its FAQs and other service-related information to enhance customer self-service? Discover Kayako Single View. What is Knowledge Management?

Self Service 247

Self Service Customer Service Management Knowledge Base 247

Storyminers

AUGUST 28, 2020

Adopting the MVE perspective means that product and service designers can now figure out not only what works (the product) but how to make sure it works for the client (i.e., “Changing your perspective from MVP to MVE is a small change in thinking, but generates big positive changes to the bottom line.”

Measurement 240

Measurement Study Software Training 240

Zeisler Consulting

JANUARY 23, 2024

From a CX perspective, I’m not totally sure that’s always the best bet, though. That can be frustrating from a Customer’s perspective (and the results not all that helpful for the brand), and easily rectified with better business rules. Did we deliver on our Brand Promise?), maybe give it a few days.

Survey 93

Survey Meeting Video Feedback 93

BlueOcean

OCTOBER 23, 2023

Outline your attraction and recruitment strategies, processes, and success measurements, including results for hiring for the past 12 months. Provide detail on employee engagement results, companywide, for the past three years and for the program that most closely resembles our requirements in size and scope for the past 12 months.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

2020 Research

MAY 2, 2023

By understanding the importance of credibility, you can ensure your data is trustworthy, your results are reliable, and your research is valid. It safeguards against subjective experiences, emotions, and perspectives that may otherwise obscure the true nature of your research subject.

Study 98

Study Analysis Healthcare Policies 98

Interactions

APRIL 19, 2024

What resulted were seven (yes, seven!) incredible transformation strategies, each with a unique perspective based on the group’s combined knowledge and experience. And the Consensus Is….

Customer Experience 62

Customer Experience Contact Center Customer Centricity Loyalty 62

ECXO

APRIL 18, 2024

But Jose, our lion hero, had a different perspective. They even invited him to their meetings, valuing his perspective as the voice of the customer. This meant that the customers’ needs were being taken into account, resulting in products that met their demands and solved their problems more effectively.

Customer Experience 101

Customer Experience Customer Centricity Chief Customer Officer Culture 101

C3Centricity

JUNE 28, 2021

Since it launched its core web vitals last year, some websites have dramatically increased their search result rankings (Like C3Centricity did!), Taking the perspective of the customer. One of the most frequent reasons why websites fail is because the creator has not taken the perspective of the visitor. Read on to find out.

Customer Centricity 156

Customer Centricity How To Measurement Metrics 156

COPC

AUGUST 16, 2022

Three ways to ensure quality assurance (QA) results align with customer satisfaction (CSAT) and issue resolution: Redesign your quality form to focus on key drivers. Evaluate interactions from the customer’s perspective. However, quality scores and CSAT results often tell different stories.

Customer Satisfaction 76

Customer Satisfaction Metrics Policies Measurement 76

Beyond Philosophy

JANUARY 19, 2020

We do research called an Emotional Signature ® that examines the Customer Experience from a subconscious psychological perspective. However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda.

Leadership 156

Leadership Consulting Sports Retail 156

Calabrio

OCTOBER 20, 2020

From a customer perspective, flexibility is essential, but businesses also need a collective understanding among employees and leaders of what tools are needed to succeed. We’re excited to see the results next week, and on-demand attention beyond. What that goal in mind, we are honored to be awarded 20th place in the Minneapolis/St.

Company 207

Company Self Service Government Contact Center 207

Totango

APRIL 9, 2024

The cohesion between these teams can significantly drive customer value and results, which impacts retention, expansion, and, ultimately, predictable growth. This approach results in stickiness and retention that generate ongoing revenue potential.

Sales 106

Sales Customer Success Strategy Industry 106

Storyminers

JULY 20, 2020

They have not only brought new perspectives on the table but have redefined the customer experience exceptionally! Here is a list of top 150+ Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level. The below-given list is a general list and is irrespective of any ranking or order.

Customer Experience 179

Customer Experience Consulting Customers Brands 179

Think Customers

DECEMBER 20, 2023

This year, in the spirit of peace, unity, and the joy of giving, we are excited to share with you the results of a global creative effort. Please take a moment to explore the diverse perspectives and sentiments expressed by our collaborative spirit and imagination.

52

52

Beyond Philosophy

JUNE 17, 2020

We do research called an Emotional Signature ® that examines the CustomerExperience from a subconscious psychological perspective. However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda.

How To 120

How To Leadership Consulting Sports 120

Clarivate

APRIL 14, 2024

As a result, he was given access to the ‘resources of the city’ – a city that made other military uses of his innovative research, although we weren’t there to check those metrics. It also became evident that a singular perspective on research ‘value’ was insufficient and necessitated a more complex approach.

Government 59

Government Policies Report Culture 59

Horizon CX

JUNE 10, 2022

It must be derived from the customer’s perspective otherwise it’s made up of assumptions and speculation versus hardcore evidence. If they are like many organizations, they will take the internal perspective first—referred to as a hypothesis map meaning “this is what we believe our customers experience when doing business with us.”

Customer Journeys 130

Customer Journeys System Net Promoter Score NPS 130

Gainsight

MARCH 26, 2024

She jumped into Customer Success from the world of Finance, and she has brought her unique perspective to bear in helping FloQast’s clients achieve their goals. Achieving Real Wins Filley has been pleased with the results of using Gainsight. One major win has been more effective and valuable client calls.

Customer Success 52

Customer Success Metrics Touchpoint NPS 52

West Monroe

MARCH 17, 2024

From a financing perspective, ag lenders are facing similar challenges as the financial services sector with interest rate uncertainty, demand for technology investments, and potential macro disruptors to the markets. The result? It now needs to be considered from new angles such as cyber and climate.

Trends 52

Trends Banking Financial Insurance 52

Win the Customer

APRIL 18, 2023

Defining Groupthink Groupthink is a psychological phenomenon that occurs within a group of people in which the desire for harmony or conformity in the group results in an irrational or dysfunctional decision-making outcome. It stifles individual creativity and critical thinking in favor of consensus-driven decision making.

Customer Journeys 52

Customer Journeys Customer Experience Competitive Advantage Customer Centricity 52

ShepHyken

NOVEMBER 21, 2023

The lockdown has changed our customers’ perspective on how they want to spend their time. But, customers are willing to use these digital tools if the results are good.” ” “Improving self-service for people who want to use self-service will result in better live support.

Self Service 88

Self Service Knowledge Base Chatbots Tools 88

Totango

FEBRUARY 23, 2024

If we think about the flywheel from a people and process perspective, what I think works really well is having your teams focused on their customer’s desired outcome, business goal, and strategic achievement. Growth results from retaining, renewing, and expanding your existing customer base by helping your customers grow their own businesses.

Chief Customer Officer 91

Chief Customer Officer Customer Centricity Metrics CRM 91

2020 Research

FEBRUARY 8, 2024

In this Article: Canadian Perspective: Fewer Resolvers with Lower Engagement The U.K. The American Perspective: Strong Resolution Commitment and Belief It comes as no surprise that Americans are known for their enthusiasm when it comes to New Year’s resolutions. and a remarkable 63% in the United States. 5 – 8, 2024.

Survey 59

Survey Comparison Study Engagement 59