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How to Navigate (and Strengthen) Your Customer Experience Strategy in Turbulent Times

InMoment XI

As in previous cycles of historical uncertainty and downturns, these increased headwinds across the globe mean customers and companies are behaving differently. So, how can CX leaders and their teams best navigate customer experience in such challenging times? How can you make better trade-offs using segmentation?

Strategy 295
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How AI Customer Experience Can Advance Your Business Strategy

InMoment XI

In particular, Artificial Intelligence (AI) has emerged as a powerful tool, revolutionizing the way companies understand and enhance the customer experience. As we delve into the realm of AI in Customer Experience (CX), we will explore how this technology is reshaping the customer-business relationship. What is AI in CX?

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Episode 62 – Treat Your Customer Service Representatives Like Royalty

Kristina Evey

Customer Self Help options and channels are on the rise – Studies suggest that as many as 76% of customers … Read More Episode 62 – Treat Your Customer Service Representatives Like Royalty.

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5 strategies for managing customer expectations

Team Support

A customer can expect everything from the ordinary to the seemingly impossible. But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences. Openly discuss solutions.

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The Power of Listening: Mastering Voice of the Customer Surveys

InMoment XI

These days, understanding your customers isn’t a “nice thing to do”; it’s an absolute necessity. To truly understand your customers, you need to spend some quality time listening to them and understanding the voice of the customer. What Is a Voice of the Customer Survey?

Survey 390
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The Advantages and Disadvantages of Live Chat Support

Comm100

Gone are the days when customers could only get slow and often frustrating support via email or phone. And far gone are the days when agents had little to no information about the customer they were speaking to and were restricted to serving one user at a time. This data can reveal common customer issues, preferences, and trends.

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Surveys Are Boring, It’s What You Do with Them That’s Exciting: Three Ideas for Beating Survey Fatigue

InMoment XI

In the world of customer experience , surveys have been a reliable feedback-collecting source for decades. Today, I’m going to share some tips for reviewing your survey program for better response rates, higher program engagement, and better representative results. Make Surveys Shorter. A LOT Shorter.

Survey 580