InMoment XI

NOVEMBER 11, 2021

They fuel your data and, of course, quantify shifts in the trends most important to your experience initiative. This element dovetails somewhat with focusing solely on numbers, but it speaks to the importance of how you present your research findings to other teams and the C-suite. Numbers Scorecard Reporting Living in the Past.

Marketing 260

Marketing Trends Report Brands 260

Experience Investigators by 360Connext

JANUARY 14, 2020

They must decide what learning path is meaningful for them, even before they learn anything from that course. They must emotionally connect to the content to prioritize learning on a personal level. While the tech isn’t quite there yet, the ideas behind it still present interesting questions. The opportunities here are exciting.

Course 244

Course Training Technology Brands 244

Experience Investigators by 360Connext

DECEMBER 15, 2023

Of course, each business is different, but consider a customer experience content calendar as a way to keep your employees focused on the why, the how, and the “what do I do about it?” Connect the employee experience to the customer experience in big ways. See how fun it is to connect the CX dots? Dive into dashboard details.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Kustomer

DECEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Sioban Massiah from Twitter to discuss the Power of Connection and how to retain customer loyalty. Learn how Sioban connects with customers by listening to the podcast below. Growing Your Connection to Retain Business.

Connections 80

Connections Conference Loyalty Survey 80

Experience Investigators by 360Connext

AUGUST 22, 2023

If you’re unsure if the course is right for you—or if you’re looking for quick CX tips to improve your approach—let’s explore some of what you’ll learn. In the course, I share examples of what your mission statement can look like. Keep this mission front-and-center in everything you do and revisit it during company meetings.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

TechSee

JUNE 16, 2022

Due to his level of expertise, Jim has been featured in numerous publications, including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter. Over 1,000,000 people have taken one of his video-based training courses on LinkedIn Learning.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

BlueOcean

OCTOBER 4, 2023

So, of course, we’re biased. One of the scenarios we often see is North American companies that have high volume requirements for English, French, and Spanish and also have small but important consumer groups in other regions. Supporting multiple low volume languages presents many challenges – cost, obviously, is a factor.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Horizon CX

APRIL 3, 2023

It’s not like they are the only ones doing this—different options of course, but everyone uses the same boring message. And of course, there’s also the standard message; “this call may be recorded for training purposes.” Are these calls ever recorded and, if so, does anyone ever listen to them for the stated and intended purpose?

Contact Center 130

Contact Center Call Center Entertainment System 130

Optimove

FEBRUARY 12, 2024

And, of course, if you want to start marketing with the customer – a great starting point is to request a demo. In the end If we saw you at ICE, we hope you loved it as much as we did. If you could not attend and want any of the insights shared to help you in your marketing, contact us.

Sports 59

Sports CRM Conference Groups 59

CX Accelerator

NOVEMBER 11, 2022

Then there’s the organizational skills required to get the right people in the room, the communication and presentation skills needed when standing out the front of workshops, and the analytical skills required to develop personas and the accompanying service design blueprints.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Thematic

AUGUST 25, 2021

Kay , from Goodman Fielder, backed this by reiterating the need to open up with the business problem the insights connect to. As CX professionals, we constantly need to remember what different stakeholders care about - and start with the problem we’re trying to solve which connects to their function/purpose. What do we do about it?

Leadership 116

Leadership Feedback Connections Communication 116

ENGAGE.cx

AUGUST 11, 2015

Consumer’s needs for convenience and personalized connection have become top priorities in an increasingly digital, mobile and social purchasing world. In Short, great customer experiences- i n the present. The post Creating Great Customer Experiences – In the Present appeared first on ENGAGEcx. How can they do that?

Customer Experience 40

Customer Experience Social Media Touchpoint Consumers 40

Kerry Bodine

JANUARY 10, 2020

Several years ago, a major digital agency she was working with presented her team with customer journey maps. Of course, it won’t be possible to involve everyone at your organization at every step — but you can create buy-in and ensure future momentum by being strategic about who you involve at key stages.

Customer Journeys 177

Customer Journeys Sports How To Groups 177

Lumoa

AUGUST 23, 2021

Although we refer to the “post-pandemic world” in this article, we understand that we’re still in the middle of it all — we just hope we can provide a little hope and guidance for the present and future reality of a post-COVID world. People want to feel more connected. People are seeking a more balanced, healthy lifestyle.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

Kerry Bodine

JANUARY 10, 2020

Several years ago, a major digital agency she was working with presented her team with customer journey maps. Of course, it won’t be possible to involve everyone at your organization at every step — but you can create buy-in and ensure future momentum by being strategic about who you involve at key stages.

Customer Journeys 156

Customer Journeys Sports How To Groups 156

Kerry Bodine

JANUARY 10, 2020

Several years ago, a major digital agency she was working with presented her team with customer journey maps. Of course, it won’t be possible to involve everyone at your organization at every step — but you can create buy-in and ensure future momentum by being strategic about who you involve at key stages.

Customer Journeys 156

Customer Journeys Sports How To Groups 156

Customer Bliss

DECEMBER 4, 2018

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. I recorded this video just after I finished giving a keynote presentation for an internal service department of an organization. In fact, the legal department. . #2:

Chief Customer Officer 185

Chief Customer Officer Video Leadership Course 185

NICE inContact

NOVEMBER 11, 2019

Of course not! Each generation has unique viewpoints, philosophies, and priorities as a result of the societal, technological, and economic environment present during their formative years. Connecting work to a higher purpose and creating trust-based relationships between contact center leaders and agents.

Tips 136

Tips Management Contact Center Course 136

AskNicely

JUNE 6, 2018

The result was an evening of awesome stories, connections new and old, and of course, customer love abound. We are pleased to present one of the evening’s most-loved stories (the first of many that we’ll share) from Farhad Ghafarzade, founder and owner of Green Drop Garage. So, we are sharing the love with you!

Net Promoter Score 150

Net Promoter Score Customer Centricity Video Course 150

Happy or Not

JANUARY 18, 2024

From communication styles and personal service, to product recommendations or payment options, businesses can fine-tune every touchpoint, enhancing overall customer satisfaction and building stronger connections with their audience. What’s the significance of connecting feedback data with demographic data?

Analysis 36

Analysis Customer Satisfaction Analytics Return on Investment 36

Thematic

FEBRUARY 11, 2024

Location and Attendees The event took place at the Wynn, which has all you can expect from a 5-star casino resort with a golf course in Las Vegas. Last year, we wrote about how Atlassian built infinite customer feedback loop using AI which is based on similar ideas: personalized connection with users through granular feedback analytics.

Conference 62

Conference NPS Hotels Self Service 62

C3Centricity

OCTOBER 16, 2019

They understand the power of engagement built on insight, to connect with and inspire their customers. Insight generation should start with customer connection. ” Insight generation should start with customer connection. Insights are the golden nuggets that we are all searching for. MRX #Insight #Marketing.

Marketing 120

Marketing Customer Centricity Consumers Groups 120

Experience Investigators by 360Connext

MARCH 8, 2021

Learning and development leaders and curriculum designers often will put together a series of courses or training sessions to progress through within one area of interest or expertise. What incentives and rewards could be connected to CX outcomes. Learning Paths, Defined. What is a learning path? You get the idea. And again….

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

ShepHyken

MARCH 18, 2024

The competition isn’t just your direct competitors, although they’re still there of course. Connect with Shep on LinkedIn. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. It’s grown to include all of the customer experiences your customer has every day.

Customer Service 80

Customer Service Government Employee Experience Video 80

inmoment

JUNE 28, 2019

At Forrester CXNYC, we presented an example of how we are empowering our client Massage Envy to be radically innovative by looking at their brand experience from both a customer experience and employee perspective finding the critical intersections. The Inseparable Relationship Between CX and EX.

Employee Experience 40

Employee Experience Innovation Connections Customer Experience 40

One Millimeter Mindset

OCTOBER 27, 2020

You both feel your brains expanding as you connect to, and become interconnected with, the other individual. Fully present. Your undiscovered conversations change the course of your professional trajectory and client relationship. A dynamic dialogue begins. Not the conversation you planned to have. In the moment.

Course 117

Course Communication Groups Engagement 117

NICE inContact

OCTOBER 4, 2019

Every time I talk mobile during presentations, people ask if I mean native mobile apps for customer service agents. The habits and expectations of people today revolve around our capacity to be mobile, to be continuously connected — anywhere, anytime. In a desperate attempt to make the connection, you tweet your airline #pleasewait!

Airlines 138

Airlines Social Media Travel Metrics 138

Storyminers

FEBRUARY 20, 2017

What are the characteristics of a dull, lifeless, ineffective pitch or presentation? People who use themselves as the primary frame of reference miss great opportunities to connect with their audiences (or prospects). If you put yourself at the center, you steal their opportunity to learn – and to connect.

Brands 190

Brands Innovation Connections Customer Experience 190

C3Centricity

JANUARY 13, 2021

The article shows you how to connect with your customers and gather their information. It also has some tips on how to build a good relationship with them and respectfully let them leave if they no longer want to connect with you. Of course, it is also a great read if you work in the CPG / FMCG industry. #12.

Customer Centricity 177

Customer Centricity Hospitality Customer Journeys Strategy 177

C3Centricity

MAY 25, 2020

And of course the latest covid-19 epidemic will hasten many others to unfortunately follow suit in the coming months. Of course big data has been big news for years, thanks to its 5Vs (volume, velocity, variety, variability, value). Customers Still Value Human Connections in a Tech-Driven World. Let me know in the comments.

Technology 194

Technology Analysis Data Consumers 194

NICE inContact

SEPTEMBER 11, 2019

Of course, it’s important to realize these departments overlap, in part because great customer service stories go viral and make brands stand out as reliable, responsive and fun to interact with. The software finds and collects customer queries and brand mentions, and presents them to agents in a comprehensive, organized way.

Customer Service 136

Customer Service Omni-Channel Social Media CRM 136

Education Services Group

AUGUST 2, 2022

Of course, as your customers move through the many phases of the customer journey, Customer Success Managers (CSMs) regularly connect with them to see how things are going. Then, if possible, briefly connect with attendees individually beforehand to learn what each expects to achieve during the meeting. In your dreams!

Meeting 52

Meeting Guidelines Roadmap Course 52

Storyminers

FEBRUARY 20, 2017

What are the characteristics of a dull, lifeless, ineffective pitch or presentation? People who use themselves as the primary frame of reference miss great opportunities to connect with their audiences (or prospects). If you put yourself at the center, you steal their opportunity to learn – and to connect.

Brands 170

Brands Innovation Connections Customer Experience 170

Beyond Philosophy

NOVEMBER 16, 2023

Of course, education and persuasion are, too, but working everything into one communications campaign is challenging. Therefore, as we present these ways to get others to sell for you, some of these channels will be better than others at various communications and tactics. All too often, organizations present a win-lose.

Sales 78

Sales Strategy Social Media Advertising 78

Beyond Philosophy

FEBRUARY 24, 2022

Of course, the team’s view can differ from mine, but having one is essential. . You can practically see the connections happening in the executive team’s brains before your eyes. . Of course, I already knew their answer; the squirming said it all. . I tell my team they are paid for an opinion. Rule #4: Be concise.

Engagement 89

Engagement Consulting ROI Course 89

TechSee

OCTOBER 9, 2018

connected devices and use 3.3 Create a cohesive community where Millennials can connect and assist each other. Self-service starts with a well-managed knowledge base that can understand the user’s query and present the right solution. I love my smartphone: A full 92% of American Millennials own a smartphone.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

ShepHyken

DECEMBER 27, 2019

Using a customer’s name not only shows respect but are the most important words you can use to create a connection with your customer. We make decisions out of the ‘feelings we have’ not the facts and figures that are presented to us. Humans crave connection and will stop doing business with you if 1. Dale Carnage.

Tips 136

Tips Connections Customer Experience Leadership 136