Avaya

AUGUST 22, 2017

Once the automated announcement starts playing, you begin mashing the zero key to bypass the auto attendant with more branches than a forest has trees. This is the exact moment where consumers become the most frustrated. Stop me if you’ve had this customer experience before. You have a problem. Imagine What We Can Do.

Self Service 61

Self Service Contact Center Multi-Channel Connections 61

Pointillist

FEBRUARY 19, 2018

For AI to impact the customer experience, insights need to be conveyed in the moment through the customer’s chosen touchpoint. For AI to impact the customer experience, insights need to be conveyed in the moment through the customer’s chosen touchpoint. Integrating with these touchpoints is the key to in-the-moment engagement.

Customer Experience 111

Customer Experience Touchpoint Analytics Customer Journeys 111

Wootric

AUGUST 29, 2018

But, it can also mean sending surveys that include long-form response fields, or building quicker in-app surveys into your roadmap to uncover moments of friction. It sounds simple — but it’s not easy: talking with your customers through every stage of the customer lifecycle. Multiple studies show that CX leads to revenue growth.

Net Promoter Score 65

Net Promoter Score Effort Score NPS Survey 65

Russel Lolacher

MAY 7, 2023

In this episode of Relationships at Work, Russel chats with DEI consultant and author Minette Norman on the playbook to follow to create psychological safety and be more human in the workplace. Before that she was the VP of Engineering Practice at Autodesk, helping their culture be more inclusive. The degrees of psychological safety. Okay, best.

Feedback 102

Feedback Culture Groups Course 102

NobelBiz

OCTOBER 26, 2020

Truth be told, in order to become a sales star, you probably need to look at it from both angles. Own your state of mind We`ve all answered calls where the agent was reciting his or her lines like a mantra, with monotony and zero emotion. Indulge at that moment and try to understand it in all its minute details.

Sales 52

Sales How To Contact Center Course 52

Beyond Philosophy

SEPTEMBER 2, 2019

Those moments can be positive or negative. When organizations talk about loyalty, what they mean is, “the customer gives me all of their business.”. Customers giving you all their business isn’t customer loyalty on its own. They could give it to you out of habit , or because you are a monopoly. It could also be a product of their apathy.

Loyalty 141

Loyalty Banking Loyalty Programs Net Promoter Score 141

Grade.us

JUNE 17, 2019

If you want to have some real "light-bulb " moments, just spend a few minutes reading any of Andy Crestodina's plethora of articles on Orbit Media Studio's blog. There are hundreds of them, all generated over a career in digital marketing that's spanned nearly two decades. Carmen: So you started off with a comic book company.

Banking 39

Banking Ecommerce Analytics Conference 39

PeopleMetrics

MARCH 1, 2018

Their Customer Lifetime Value going to zero. If you're not measuring customer feedback consistently, you don’t know which touchpoints you’re doing really well on, which ones you’re not, and what your "moments of truth" are. Watch this edition of #CXSecrets above, or click here to download the video transcript. Churning them.

Measurement 97

Measurement CEM Touchpoint Video 97

Michel Falcon Experience

MARCH 12, 2019

And the last one, and you have to be truthful, don’t BS me, are you hung over right now? In 2012, I woke up one morning and, literally, it was kind of one of those movie moments, I looked myself in the mirror after brushing my teeth and said “I’m done.” My man right here’s got three, see.

Culture 12

Culture Employee Engagement Company Engagement 12