InMoment XI
JANUARY 25, 2022
Employee engagement has become a hotter topic than ever in the age of The Great Resignation. If your org is in that boaHt right now, we can help you keep sailing with a look at three elements that create and sustain employee engagement: Organizational Culture Customer-Focused Processes Ambassadorial Behavior. A Closer Look.
InMoment XI
MARCH 2, 2022
Employee disconnection and discontinuity also have both an indirect and a direct impact on customer behavior. Why Can’t Traditional Employee Engagement Research Target Company Culture For Improvement? And, just as customer behavior can range from high negativity/sabotage to high positivity/advocacy, so too can employee behavior.
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Kerry Bodine
OCTOBER 11, 2021
As I looked at Comparably’s recent ranking of the 100 companies with the happiest employees in 2021, something struck me: In one way or another, many of top-scoring companies have a strong focus on customer experience. Medallia , a customer experience and employee experience feedback company. But much more data is needed in this area.
Lumoa
AUGUST 25, 2020
How would you rate your customers’ emotional investment in your brand? Do they connect with what you stand for or do they just see you as one service provider among many? They strike at the heart of the concept of customer engagement, that oft-used buzzword you’ll find referenced across the internet. Do they love you?
Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts
In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations.
Beyond Philosophy
APRIL 19, 2024
Stories provide context, making information easier to recall, and create emotional connections that reinforce memory. In this episode, we explore why storytelling is such a powerful tool in a marketer’s toolbox and how you can tell compelling ones to your customers. How narratives aid memory retention and emotional connection.
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. The state of a customer’s satisfaction or dissatisfaction can instantly influence the state of the business.
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Speaker: Nichole Devolites, Customer Experience Expert, SecureAuth
Customer experience professionals understand the importance of both creating and maintaining thriving and easily available programs that improve CX. Community is a central part of this responsibility yet, there are times when it is difficult for those of us who work in CX to connect your community with your customers’ journey.
Advertiser: ZoomInfo
The evolution of every high-functioning, effective customer success strategy centers around three C’s: connected experiences, an engaging customer journey, and a culture built on customer-centricity. Create highly targeted segments to drive more contextual and personalized engagements.
Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum
Popular customer experience metrics include engagement, Net Promoter Score®, first contact resolution, and retention. They’re measured at customer touch-points, so they’re lagging indicators: you can’t measure them until after the customer experience. Employee engagement. What do these metrics have in common?
Speaker: Hope Neiman, Chief Marketing Officer of Tillster
More than ever, restaurants are taking advantage of modern platforms available for consumer engagement - most notably, social media. However, another under-the-radar resource can be utilized to create a similar degree of connection and drive the same kind of customer loyalty: Digital ordering platforms.
Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast
Every day customers contact customer support and every day customer support agents help to meet their requests. But how are your customers reaching out? What steps occur before they are connected with an agent? And are your customers utilizing AI? But how does this affect overall customer satisfaction?
Speaker: Tony Medrano, CEO of RapportBoost.ai
Technology has allowed for more instant communications, creating a new opportunity for businesses to connect with customers. Live chat as a communication channel has significantly grown in recent years as the leading digital contact method, according to J.D Join Tony Medrano, CEO of RapportBoost.ai
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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