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5 Challenges Facing Your Customers and Brands, and What They Mean for Your CX Program

InMoment XI

A great deal of customers and the brands that serve them are facing unprecedented uncertainties; understanding them is key to organizational success, delivering Experience Improvement (XI), and ensuring that your customer experience (CX) program is operating optimally. All of these obstacles affect both customers and brands to some extent.

Brands 529
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5 Things Brands Need to Know About the Gen Z Customer Experience (and Employee Experience)

InMoment XI

If we were to sum up what brands need to know about Gen Z customer experience preferences (and employee experience preferences) in a few words it would go something like this: they’re different. Gen Z’s first exposure to your brand is likely via social media, and more specifically, through social media influencers. Revolutionary even.

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A New Take on ROI: Reduce Failure Demand to Save on Business Cost

InMoment XI

Failure demand is problematic for brands as it means the customer experience is not optimized and the customer cannot get the service where and when they want it—not to mention, there’s a cost to the organization to service this additional demand. Of course, it’s also a poor experience for the customer. Wrapping Up.

ROI 493
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Why Brand Perception Matters and How You Can Measure It

GetFeedback

Business is built on customer relationships, and brand perception sets the tone. Companies, of course, want to cultivate a positive brand perception among their target consumers, but it’s a tricky goal. As Brandwatch points out , companies don’t control brand perception—consumers do. The Basics of Brand Perception.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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Luxury Retail: Three Elements to Closing the Physical and Digital Experience Gap

InMoment XI

Here are three elements for luxury retail brands’ to consider when closing the gap and delivering that premium level customer journey ! Element #3: Keep Your Brand on Point to Tell a Consistent Story. Your digital and physical customer journeys must not only match in quality, but in branding as well.

Retail 529
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How to Create Unbreakable Brand Loyalty through Emotional Connection

Beyond Philosophy

Often, the language customers use in their interactions will give you clues as to how they feel. Of course, learning about how your present experience evokes emotions doesn’t have to rely on technology. Colin has spoken at hundreds of conferences, including some of the world’s largest brands. Click here.