InMoment XI

DECEMBER 7, 2023

As competition and buyer empowerment compound, customer experience (CX) is proving to be the only truly durable competitive advantage. As your organization starts your customer experience management efforts, you need to consider how to measure it. NPS is a great place to start when you’re looking to measure customer experience.

Metrics 260

Metrics Net Promoter Score Measurement Effort Score 260

Experience Investigators by 360Connext

OCTOBER 17, 2023

There’s some common agreement now in the world of business. Customer experience (CX) has become a critical factor in the success of businesses worldwide. THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. It’s to make real changes. And that’s where it gets tricky.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

InMoment XI

JANUARY 20, 2024

Let’s dive into the role of AI and integrated CX in shaping retail experiences – and how this winning combination is empowering retailers to deliver intelligent, outstanding experiences that attract, convert, and retain customers. Analyzing Feedback to Optimize Experiences Customer feedback has always been key to optimizing retail CX.

Retail 260

Retail Customer Experience Social Media Chatbots 260

InMoment XI

JANUARY 2, 2023

As competition and buyer empowerment compounds, customer experience (CX), is proving to be the only truly durable competitive advantage. When you start your CX efforts, you need to consider how to measure it. A Quick Definition to Get Us Started. The Three Most Popular CX Metrics. More purchases and renewals.

Net Promoter Score 295

Net Promoter Score NPS Metrics Effort Score 295

TechSee

FEBRUARY 12, 2024

However, many enterprise leaders struggle to balance the long-term transformative value of AI with the need to deliver practical first steps that will demonstrate real-world AI in CX success. Start with a small team Large teams can quickly become unwieldy, especially when approaching a new and different technology.

Study 109

Study Training Innovation ROI 109

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

TechSee

JANUARY 29, 2024

Generative AI , such as Large Language Models (LLMs), will dramatically change multiple industries, including the service and customer experience (CX) space. LLMs in CX: Opportunities LLMs have become potent tools for enhancing customer experience (CX) through “smarter” automation.

Contact Center 124

Contact Center Leadership Training Guidelines 124

Experience Investigators by 360Connext

JANUARY 5, 2022

It started with a plan – including immediate foundational steps to take, secondary growth, and longer-term strategies for continued success. It’s my sincere goal that these concepts – along with the videos and additional resources provided in this article – can serve as a springboard to your CX success. How did this happen?

Resources 369

Resources Customer Journeys Video Strategy 369

BlueOcean

NOVEMBER 13, 2023

As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. What trends are more than buzzwords and can actually make a real impact on your work? Zendesk recently published an excellent collection of examples of how real-world customer care teams are using various AI tools.

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

Lumoa

NOVEMBER 7, 2022

Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. 1 Customer insights are a company-wide resource Even just a few years ago, customer insights or feedback were collected and owned solely by the CX or marketing team.

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

TechSee

MARCH 4, 2024

Enterprise leaders are constantly seeking innovative ways to improve their customer experience (CX), ideally while improving their bottom line. Generative AI is more than the hot trend of the year; it has the potential to improve and automate CX. What is the ROI of Generative AI in CX?

ROI 109

ROI Financial Net Promoter Score Effort Score 109

InMoment XI

FEBRUARY 2, 2024

Social media facilitates real-time interaction, serves as a valuable source of customer feedback and insights, shapes your brand reputation and visibility, and can even function as a platform for market research. It helps the world’s top brands and enterprise organizations manage their social media efforts in one place.

Social Media 295

Social Media Brands Management Analytics 295

Lumoa

MARCH 12, 2023

Ask most business leaders and they’ll tell you customer experience (CX) is essential. But how do you do that in the real world? One of the easiest (and smartest) ways to start is by implementing a customer experience platform. A CX platform combines all of that. How important is customer experience, really?

Customer Experience 208

Customer Experience Customer Journeys NPS Analytics 208

InMoment XI

JANUARY 10, 2023

CX operations, or customer experience operations, are all about the systems, automation, and lines of communication that make possible a unified, cross-functional approach to improving customer experience. CX efforts then become more specialized, and that’s when silos begin to form. Let’s find out. Image from Patheos.com.

Customer Experience 324

Customer Experience Management Customer Journeys Effort Score 324

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. For organizations of any size, managing CX can be a complex and challenging process that involves executive commitment, strategy, and integration of technology.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Lumoa

MARCH 21, 2023

Whether you’re planning new CX strategies , want to become more customer-centric , or just want to learn more about customer experience , these customer experience books will help you do that. To help you out, we have listed our top 10 must-read customer experience books. I wanted a blend of storytelling, practical advice and theory.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

InMoment XI

FEBRUARY 6, 2024

Social media is also an important source of data essential to understanding the kind of customer experience your company is delivering: social signals contain a wealth of information that can help you make informed decisions about product development, marketing strategies, and customer service improvements. Why is Social Media Important?

Social Media 260

Social Media Marketing Advertising Feedback 260

InMoment XI

JUNE 14, 2022

Customer experience (CX) metrics have an important role to play in this strategy—something I explored in-depth in a previous post: Customer Experience in the Era of Product Led Growth. This is where CX metrics are so valuable. Question #2: “What can we improve about this experience?” (if NPS Surveys ask two questions….

Metrics 260

Metrics Net Promoter Score Effort Score NPS 260

Lumoa

JANUARY 19, 2023

This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services. What’s more, it will help you build a link between your CX team goals and the broader company goals. What does the company want to achieve? How does the map look like?

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Lumoa

JULY 17, 2023

If you’re wondering how to get started with your digital transformation and what aspects to prioritize, this article is the perfect starting point! Start by focusing on areas where digital solutions bring the most significant benefits and drive a successful transformation.

Customer Experience 208

Customer Experience Strategy Self Service Chatbots 208

Experience Investigators by 360Connext

JUNE 13, 2023

The Standalone CX Department Some organizations have embraced the importance of CX by creating a standalone department, often headed by a Chief Customer Officer (CCO) or a Chief Experience Officer (CXO). However, embedding a customer-centric culture can be challenging when CX is isolated from other departments.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Lumoa

APRIL 14, 2021

Improved customer experience is equal to improved retention, decreased churn, and improved competitiveness, which leads to revenue growth. She knows what the CX-related challenges organizations are facing since she has been there herself. I’m Sofia Ohlson and I am the host of Inside CX by Luma.

Customer Experience 236

Customer Experience Metrics Net Promoter Score Financial 236

TechSee

MARCH 21, 2024

Fiber Customer Installation has Many Tied up in Knots  In today’s digital-first world, the demand for high-speed internet is more critical than ever. Integrated AI and AR: Advanced AI and Augmented Reality (AR) technology guide customer and confirm successful steps in real-time, providing immediate feedback to customers.

Self Service 124

Self Service Contact Center Customer Satisfaction Customers 124

Experience Investigators by 360Connext

JANUARY 10, 2023

Leaders are working closely across the organization for the goals around a seamless, constantly improving customer journey. Customer experience (CX) is seen as not just a department or idea, but the WAY you do business. . Customer experience (CX) is seen as not just a department or idea, but the WAY you do business. .

Customer Journeys 143

Customer Journeys Resources Video Strategy 143

ijgolding

APRIL 9, 2020

For over eight years now, I have been travelling around the globe, sharing knowledge with people on how to deliver the customer experience (CX) as robustly and effectively as possible. Customer journey MANAGEMENT is what is required to drive sustainable improvement to the customer experience. Sticky notes can only get you so far….

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

Lumoa

APRIL 21, 2022

Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. And it is a question that customer support professionals ask me most often.

How To 208

How To Self Service Banking Customer Satisfaction 208

GetFeedback

MAY 9, 2019

All these resources promise to offer the one right solution to delivering a great customer experience (CX), but there’s one problem: that one right solution is actually different depending on the source. This leaves you with more uncertainty about CX than you had at the start of your research. . We want to fix that. 73% of U.S.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Experience Investigators by 360Connext

DECEMBER 1, 2020

A corporate vision to “provide a world-class experience for customers” And, perhaps most importantly, they just “got” their customers. They were proud of themselves for reviewing customer feedback dashboards and leaning into the idea of providing a world-class experience for customers. Product roadmaps.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

GetFeedback

JANUARY 19, 2020

How could Expedia improve this process? A better approach: show the first question in the email with the actual rating choices, then start the online survey with that choice filled in. As you might expect, customer listening–often called a Voice of the Customer (VoC) program –is an essential practice for any CX program.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Lumoa

JANUARY 9, 2018

CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. We were curious to know what CX professionals should pay attention in the coming year and asked the leading CX experts for their opinion.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Prioritizing improvements along the customer journey. Quotes that help personify their real-life experiences. What tools will help you achieve your CX outcomes in the best ways? Challenge # 2 – Demographics in today’s world. These are not even close to real people. Customer Service Blueprinting.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

BlueOcean

OCTOBER 8, 2021

Over the course of my journey into better understanding the CXPA customer experience core competencies, I came away with some key learnings and real-world anecdotes that are especially relevant on the heels of CX Day 2021. The real key to customer loyalty is reliability and consistency. Taking the CX Journey Together.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. It’s a very abstract concept that defies our everyday intuitions but is fundamental to the quantum world.

Connections 111

Connections Customer Experience Social Media Analysis 111

CX Accelerator

APRIL 1, 2020

Let’s face it, leadership in CX has never been a walk in the park. At the beginning of the year we saw some mixed predictions from Forrester that one in four CX professionals would lose their jobs whilst, in the same breath, stating that the number of CX execs would swell by 25%. What’s driving this paradoxical shift?

Metrics 228

Metrics Competitive Advantage Leadership Financial 228

BlueOcean

APRIL 14, 2023

That’s not always an option, but in the case of ChatGPT, the AI chatbot taking the world by storm, it made all the sense in the world. So with this concept in mind, we decided to approximate a podcast interview with ChatGPT on the latest episode of Deep CX. Let’s get started! Let’s dive in! ChatGPT: Hi Amy!

Government 156

Government Customer Service Representative Technology Guidelines 156

Experience Investigators by 360Connext

FEBRUARY 9, 2021

C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. Even organizations with running CX programs are often wondering how those efforts are paying off.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261