Alliance by IFS

MARCH 6, 2019

Watch the Aberdeen on-demand webinar ‘State of Service 2019’ to learn what it takes to be a best-in-class service leader. Knowledge management plays a key role in efficiency and productivity of an organization and building a formalized and data-driven approach is essential.

CEM 90

CEM Self Service Customer Satisfaction Technology 90

CloudCherry

SEPTEMBER 19, 2018

As businesses strive for that competitive edge, they turn to customer experience management or CEM to better understand the customer’s perspective and improve based on these insights. Here’s Why Measuring the Financial Returns of CEM Is a Necessity. How to Measure a CEM Program’s Financial Returns.

ROI 225

ROI Financial CEM Metrics 225

SurveySparrow

JULY 17, 2019

More than half of these burning issues that you are running after are from the lack of proper customer experience management system in place. Worry not, where humans can’t help, a customer experience management software can! Customer Experience Management Software #1 SurveySparrow.

Customer Experience Management 55

Customer Experience Management Software Customer Experience Management 55

Lumoa

MARCH 8, 2023

Lumoa’s CEO and co-founder, Carlos del Corral, held a comprehensive webinar about the topic with Merete Medle, a highly esteemed CX practitioner with rich experience working for two of the biggest telcos in the Nordics. Here are the key takeaways from the webinar. Proper measurements and analysis must be applied.

Industry 208

Industry Customer Centricity Telecommunications Feedback 208

Forrester's Customer Insights

FEBRUARY 26, 2020

I recently cohosted the webinar How To Prove The ROI Of CX with Ben Brown, a senior consultant from Forrester’s Total Economic Impact™ (TEI) team. Ben creates ROI models for a living, so he was the perfect partner in crime for this webinar.

ROI 52

ROI Measurement Consulting Customer Experience 52

PeopleMetrics

FEBRUARY 25, 2021

is a weekly live webinar session where experts from our team answer YOUR questions about customer, employee and patient experience measurement and management – and sometimes we show you how you can achieve your goals using tools within our experience management platform. Watch on YouTube. ? ? ?.

Roadmap 108

Roadmap Management CEM Software 108

CX Workout - Ideas Blog

AUGUST 3, 2018

Transcript: Introduction to Digital Leadership Webinar. Okay, welcome everyone, thank you so much for joining us for today’s webinar. My name is Alexander Doak and I’m the director of customer success at CX Workout. As those of you know who have attended previous webinars, our goal is a simple one.

Leadership 40

Leadership Course Case Study Social Media 40

CX Workout - Ideas Blog

AUGUST 3, 2018

Transcript: Introduction to Digital Leadership Webinar. Okay, welcome everyone, thank you so much for joining us for today’s webinar. My name is Alexander Doak and I’m the director of customer success at CX Workout. As those of you know who have attended previous webinars, our goal is a simple one.

Leadership 40

Leadership Course Case Study Social Media 40

Verint

SEPTEMBER 22, 2017

I will discuss this topic with Jeff Lewandowski, Senior Partner and EVP of Andrew Reise Consulting, in a complimentary webinar on Thursday September 28, at 1 p.m. Join us by registering here.

Measurement 65

Measurement Case Study Comparison Customer Experience Professionals 65

CX Workout - Ideas Blog

AUGUST 3, 2018

Transcript: Introduction to Digital Leadership Webinar. Okay, welcome everyone, thank you so much for joining us for today’s webinar. My name is Alexander Doak and I’m the director of customer success at CX Workout. As those of you know who have attended previous webinars, our goal is a simple one.

Leadership 40

Leadership Course Case Study Social Media 40

BirdEye

APRIL 28, 2023

Virtual events and webinars Content also comes in the form of virtual events, podcasts, and webinars. Webinars offer a cost-effective way to promote your insurance business by sharing helpful information with viewers. Repurpose your webinars or podcasts as YouTube clips or Reels to expand your reach.

Insurance 98

Insurance Strategy Marketing Social Media 98

BirdEye

SEPTEMBER 22, 2023

This article was inspired by insights from a recent webinar featuring Ben Fisher, co-founder of Steady Demand, Steve Wiideman, CEO and Sr. Watch the full webinar here. Optimize website experiences AI chatbots allow you to engage website visitors in real-time through conversational interfaces.

Social Media 59

Social Media Chatbots Tools Tips 59

Clarabridge

JULY 18, 2018

Looking at your customer feedback in search of the why is looking in hopes to not just to make that journey cringe-free, but to make it easy and effortless. The challenge historically, though, is that why has been difficult to measure leading many to fall back into the comforts of reporting on what. She also recently completed her M.A.

Effort Score 40

Effort Score Measurement Analysis Social Media 40

SurveySensum

JANUARY 26, 2024

Address common concerns and provide solutions through blog posts, FAQs, and webinars. Educational Resources : Provides webinars, case studies, and tutorials to help customers deepen their understanding of your product. Offer webinars or workshops to deepen their understanding and facilitate decision-making.

Customer Journeys 52

Customer Journeys Social Media Touchpoint Tips 52

PeopleMetrics

JANUARY 24, 2022

As always and forever, we are obsessed with helping our clients measure, understand and create better experiences for their customers (clients, members, patients, guests) and their employees. These trends have created what I believe is the next frontier in CX – high-impact customer experience.

Trends 90

Trends Self Service B2B Roadmap 90

Vonage

MARCH 26, 2018

The rationale for customer experience management is that it offers a more sustainable advantage when achieved. The components of customer experience. The relationship needs a deeper centre of gravity to retain a customer’s attention and pocket. The ROI of emotive CX. The question is how good are you?

Omni-Channel 133

Omni-Channel Self Service Customer Journeys ROI 133

CX Journey

MARCH 17, 2015

In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine. I''ve made some modifications.

Metrics 80

Metrics Chief Customer Officer Effort Score Voice of Customer 80

PeopleMetrics

MARCH 25, 2021

Customer survey comments (i.e. Without this additional context, experience measurement professionals wouldn't have enough information to determine the best way to go about fixing respondent problems. open-ends; unstructured feedback; verbatims) are incredibly valuable because they indicate WHY people feel the way they do.

Survey 62

Survey Analytics Analysis Measurement 62

BirdEye

AUGUST 15, 2022

Save your budget –Direct mail campaigns require postage and printing fees with no guarantee that local customers will take any action. Track and measure metrics – The majority of online marketing tactics can be tracked and measured, which means you can see if your strategy is paying off. How do I track my marketing activities?

Tips 98

Tips Marketing Social Media Competitive Advantage 98

Confirmit

APRIL 15, 2019

Webinar Details. A green field site for a customer experience program is a rare thing these days. In this webinar, Phil Durand, Director, Customer Experience Management, Confirmit will help you to look at your CX program like a great house. Voice of the Customer Webinars. REGISTER HERE.

Tourism 40

Tourism Automotive Competitive Advantage Travel 40

SurveySparrow

APRIL 11, 2021

Have they attended any webinars or demos? where customers should share their details to gain access to it. Organize a webinar where you share valuable information with your target market. You can try sharing customized email surveys to sign them up on your website/for your webinars with SurveySparrow.

Strategy 98

Strategy How To Effort Score Social Media 98

BirdEye

MARCH 17, 2023

It’s a high-level overview of your online conversations with the purpose of identifying trends, measuring sentiment, and studying consumer behavior. Social monitoring is considered more micro because you are assisting customers on a case-by-case level. How is social listening measured?

Tips 98

Tips Social Media How To Analysis 98

Seaton CX

NOVEMBER 1, 2022

You’ve read a ton of blogs, articles, emails, and corporate-y research reports since you first googled customer experience management back in 1873. You attended all those free webinars in the early days of the pandemic, before we all got so sick of Zoom meetings we wanted to claw our own eyes out.

Engagement 86

Engagement Average Handle Time ROI Return on Investment 86

BirdEye

JANUARY 19, 2023

It’s a high-level overview of your social media conversations with the purpose of identifying trends, measuring sentiment, and studying consumer behavior. Social monitoring is considered more micro because you are assisting customers on a case-by-case level. Macro versus micro Social listening is more of a macro approach.

Social Media 98

Social Media Analysis Trends Brands 98

ImprintCX Articles

JULY 17, 2023

Below are a few ways CX leaders can encourage continuous learning and growth: Set clear goals and expectations: Establish SMART goals (specific, measurable, attainable, relevant, and time-based) for yourself and your team to keep everyone on track in their learning journey.

Culture 52

Culture Conference ROI Innovation 52

eglobalis

OCTOBER 1, 2017

The CXPA helps customer experience professionals make customer experience management an integral part of how their companies operate and to enable customer experience professionals to embed transformation across their organizations. Webinars, Panels and other online learning. Discussion Boards.

Customer Experience Professionals 49

Customer Experience Professionals CEM Customer Experience Customer Experience Management 49

Survicate

JANUARY 23, 2019

how your customers process information. Do they prefer video content (like a webinar) or do they favor good old written content? While it’s important to engage your customers, you don’t want to get in touch too often to avoid annoying them. . Customer experience management is about technology and people.

How To 87

How To Effort Score Net Promoter Score Survey 87

Beyond Philosophy

DECEMBER 23, 2014

If you can figure out what the something else is, what is happening in either of these top two squares, you can fix this situation to the satisfaction (and delight) of the Customer. Institute a Customer-Centric focus, not an operational focus. These are operationally focused, however, and not focused on the Customer’s needs.

CEM 98

CEM eBook Social Media Customer Centricity 98

Confirmit

SEPTEMBER 24, 2018

CEM software – or Customer Experience Management software - refers to the suite of software solutions that help organizations monitor their relationships with their customers, analyze the insights from feedback and other relevant data (e.g. Do you use different metrics for transactional and relationship measurement?

CEM 40

CEM Software Multi-Channel Effort Score 40

Confirmit

SEPTEMBER 24, 2018

CEM software – or Customer Experience Management software - refers to the suite of software solutions that help organizations monitor their relationships with their customers, analyze the insights from feedback and other relevant data (e.g. Do you use different metrics for transactional and relationship measurement?

CEM 40

CEM Software Multi-Channel Effort Score 40

Beyond Philosophy

JANUARY 12, 2015

Philosophy drives my actions, of course , including the following five: Philosophy #1: Experiences are not just about the “what” but also the “how.”. It’s not just about the rational parts of the experience, like how many times the phone rings before it is answered or your hours of operation.

Customer Experience 60

Customer Experience eBook CEM Competitive Advantage 60

CX Workout - Ideas Blog

OCTOBER 3, 2018

The Most Misunderstood Thing About Customer Experience Design from Joe Wheeler on Vimeo. Thank you so much for joining today’s webinar. My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. Joe is co-author of two books on the subject customer experience.

Customer Experience Design 40

Customer Experience Design Customer Experience Return on Investment Customers 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

The Most Misunderstood Thing About Customer Experience Design from Joe Wheeler on Vimeo. Thank you so much for joining today’s webinar. My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. Joe is co-author of two books on the subject customer experience.

Customer Experience Design 40

Customer Experience Design Customer Experience Return on Investment Customers 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

The Most Misunderstood Thing About Customer Experience Design from Joe Wheeler on Vimeo. Thank you so much for joining today’s webinar. My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. Joe is co-author of two books on the subject customer experience.

Customer Experience Design 40

Customer Experience Design Customer Experience Return on Investment Customers 40

BirdEye

OCTOBER 25, 2023

As consumers move towards conversational queries, voice searches, and AI-driven results, businesses need to center their strategies around customer experience and adapt accordingly to these trends. Elijah, how is Harbinger measuring success for your clients outside of making them understand the value of listings?

Tools 105

Tools Strategy Marketing Trends 105

ChurnZero

DECEMBER 7, 2018

Measuring Customer Effort Score. CES is a customer satisfaction metric that measures how easy it is for customers to get a resolution to their issues. Customer Effort Score is measured transactionally – which means customers get surveyed after their conversation with the business ends.

Effort Score 53

Effort Score eBook Measurement NPS 53

Verint

OCTOBER 2, 2017

CRMXchange Roundtable Webinar. October 12; Webinar. Verint’s Kelly Koelliker, director, global solutions marketing, will present “Innovations and Trends in Customer Service” at 2 p.m. Verint’s Jon Allen, general manager, communities, will present “Redefining ROI: Win BIG with Social Communities” on October 19 at 6:30 p.m.

Analysis 30

Analysis Customer Service Contact Center Omni-Channel 30