InMoment XI
AUGUST 3, 2023
Mastering unstructured data analytics is going to be key for any business wanting to improve the customer experience , and succeed in today’s business environment. While traditional customer feedback is a goldmine of insights that can drive business growth, a substantial portion of this valuable feedback lies in unstructured data.
InMoment XI
SEPTEMBER 29, 2022
Collecting data with no way to use it is like learning to drive without a car; it just doesn’t make sense. For retail banks, and most organizations, collecting data is only half the battle in the world of customer experience. 5 Strategies for Retail Banks to Get the Most Out of Their Customer Data.
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InMoment XI
APRIL 11, 2022
So what can these brands do to get ahead of customer expectations? The key is to dive into your customer data. Tip #1: Rethink the Digital Customer Journey. Now that the “new normal” is underway, e-commerce brands should rethink the digital customer journey. Tip #2: Invest in Customer Care.
InMoment XI
OCTOBER 19, 2021
Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals.
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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. Have the drivers of customer experience changed?
NICE inContact
OCTOBER 26, 2021
Customer data governance is important for ensuring data is useful, standardized, and safeguarded. And to get maximum value from that data, businesses should implement initiatives that use customer data to know their customers better, improve CX, and enhance the customer journey.
C3Centricity
MAY 25, 2020
Do you believe that using technology to understand customers is the only way today? In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! In fact it seems to drown out their reasoning of what to do with all the data and they remain frozen in indecision.
Speaker: Elissa Riddell, Justin Knowles, Melissa Maki, Ami Iceman-Haueter
The technology they’re implementing is often siloed creating inconsistent experiences as customers and members move from one channel to the next. In this webinar, you’ll hear from three financial institution leaders about how they’ve pivoted to provide an omnichannel experience to their customers and members, and their lessons learned.
Speaker: Laura Sikorski, Contact Center Consultant
Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Your customers should have a positive customer experience with every interaction.
Speaker: Hope Neiman, Chief Marketing Officer of Tillster
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. With increased visibility into customer behavior, brands become well-equipped to leverage their technology, increase sales, and ensure returning customers.
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This involves your contact center design, the data you use, and some critical customer-centric capabilities. With the right environment, your contact center will transform from a necessary operation to a beacon of customer excellence for your company’s brand. Focus on people, not technology. Make conversations personal.
Speaker: Conference Speakers
Today’s teams need to operate cohesively like never before, managing the pace of both technological change and customer needs and demands. See inside the operations of top performing customer experience teams, and improve your organization’s CX outcomes. Operationalizing Voice of the Customer and Empowering the Frontline.
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Quentelle delivers verification of employment, tax credits, and unemployment cost management solutions, leveraging advanced platform technology. Its data-driven solutions—powered by best-in-class providers—and proven IT security services save time and money and empower companies to streamline internal operations and make better decisions.
Speaker: Rana Gujral, CEO at Behavioral Signals
According to a report from Salesforce, 78% of customers are willing to do business with a brand even after a mistake, but only if the customer service is excellent. This means you can’t afford to put your customers on hold for long or deliver poor communication. Customer service technology has largely been the same for decades.
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
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