InMoment XI
OCTOBER 4, 2023
Today, there are a lot of customer feedback management (CFM) companies talking about integrated CX. But, we are confident in saying that the strategies we are developing that view the customer experience as the sum of integrated feedback, insights, and actions are going to distinguish us from our competitors in a significant way.
Lumoa
FEBRUARY 14, 2024
From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Lumoa
JANUARY 15, 2024
When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience. But it also allows agents to handle several customer queries at once.
InMoment XI
JUNE 14, 2022
PLG relies on the product itself as the primary driver of customer acquisition, conversion and expansion. Customer experience (CX) metrics have an important role to play in this strategy—something I explored in-depth in a previous post: Customer Experience in the Era of Product Led Growth.
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. Register today!
Lumoa
JUNE 30, 2022
If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. You need to learn (and teach) how to sell customer experience to your whole organization.
Experience Investigators by 360Connext
FEBRUARY 6, 2024
Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. higher customer lifetime value by prioritizing CX Now comes the tricky part: How can we connect day-to-day activities and specific investments to those undeniable business benefits?
Advertisement
CX pros are examining the impact the pandemic has had on customer expectations and how they might need to modify their CX measurement programs. Do loyalty metrics need to be reassessed? Have the drivers of customer experience changed? They wonder: Does Net Promoter Score® (NPS) still have the same predictive power.
Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum
Popular customer experience metrics include engagement, Net Promoter Score®, first contact resolution, and retention. What do these metrics have in common? They’re measured at customer touch-points, so they’re lagging indicators: you can’t measure them until after the customer experience.
Speaker: Nate Brown, Co-Founder, CX Accelerator
The contact center is one of the most strategic and influential groups related to the larger Customer Experience (CX). Do you have the right metrics in place to assess your true impact? Learn how to round out your CX dashboard with metrics related to the employee experience, the customer journey, and business results.
Advertisement
Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center.
Advertisement
The coronavirus outbreak flipped our world – and customer experience strategies – upside down. Two years later, CX pros are still curious about the impact the pandemic has had on customer expectations and how to modify their CX measurement programs accordingly. Do loyalty metrics need to be reassessed?
Advertisement
In 2022, businesses recognized the value of optimizing their contact center operations to streamline processes, increase efficiency, and meet the rising expectations of their customers.
Advertisement
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.
Speaker: Curtis Bingham, CEO, Chief Customer Officer Council
Customer Experience is the new black. But our research indicates customer loyalty is simply the wrong thing to be measuring. It is hard to correlate loyalty metrics with business results. It doesn’t measure actual customer behavior—and therefore a limited predictor of desired outcomes.
Expert insights. Personalized for you.
558 
Let's personalize your content