Fri.Apr 27, 2018

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Moving the CX Needle – Building a Smart Index Into Your CX Program

InMoment XI

In this week’s blog, we explore the development of a blended or smart index as opposed to just looking at NPS or OSAT. It has a number of benefits you may want to consider, especially when you combine it with an emotional component. It’s important to consider the underlying behaviours when building an index, and. View Article.

NPS 200
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8 Steps to Help De-clutter and Re-think Your Customer Listening

Customer Bliss

Spring is finally here, and you know what that means… spring cleaning! Just like that full-to-the-brim closet you’ve been ignoring, the customer listening data you’ve collected can pile up until it’s more a nuisance than it is informative. By this point, you have no idea what it really contains. Let’s talk about de-cluttering your customer listening!

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Moving the CX Needle – Building a Smart Index Into Your CX Program

InMoment XI

In this week’s blog, we explore the development of a blended or smart index as opposed to just looking at NPS or OSAT. It has a number of benefits you may want to consider, especially when you combine it with an emotional component. It’s important to consider the underlying behaviours when building an index, and. View Article.

NPS 200
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10 mindsets for change from Australia’s chief customer officers and experience leaders

Alida

Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the Chief Customer Officer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX). The standout theme across the sessions was one that is human and real: build better empathy with people. According to many of the speakers, creating empathy within your organization for employees and customers will guide you on a path to create better customer experien

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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People-First Culture™: Why Some Teams Win Together and Others Don’t.

Michel Falcon Experience

People-First Culture™: Build a business your employees and customers will admire. Customer experience, employee engagement, company culture and leadership are all extremely important factors in building an admired company/brand. The People-First Culture™ is a combination of all of these factors to assist businesses on the going down the path of becoming that admired brand in the eyes of both their employees and their customers.

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How Do Customers Make Complex Decisions?

Beyond Philosophy

Colin Shaw and Professor Ryan Hamilton discuss how customers make complex decisions, even when they don’t really understand what they are doing or how they can make a decision. Find out what you can do to understand this and what you can do to design a great customer experience. The post How Do Customers Make Complex Decisions? appeared first on.

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7 Tips For Making Your Customer Success Team More Powerful Than Ever, Using Advocacy

Influitive

On Valentine’s Day this year, Nicole Dingley, Director of Customer Success at Wiley—a publishing and education technology company—gave each of her customers a gift card and asked them what it is that they love most about the company and product. Within 24 hours, she collected over 600 replies from advocates, generating a set of testimonials.

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Missed Astea at Field Service USA? Get a Sneak Peek of Alliance Enterprise

Alliance by IFS

Since 2003, the top service and support minds have gathered in Palm Springs in April for the flagship Field Service USA conference. If you attended Field Service USA, we hope you enjoyed it as much as we did. Click here to see how much fun we had! If you did not attend, then make sure you register for Field Service Fall in August! Astea will be there sharing its thoughts on how to achieve digital transformation.

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3 Ways Vitamix Blends CX and Tech for One Sweet Experience

Oracle

Earlier this month, the SmarterCX team travelled to Chicago for Oracle’s annual Modern Customer Experience event. We shared all of our favorite highlights from the show floor , recapped the awesome keynotes from Cheryl Strayed and other brilliant thinkers. I also had the chance to talk with two women from Vitamix and learn more about their product and customer experience. 1.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Missed Astea at Field Service USA? Get a Sneak Peek of Alliance Enterprise

Alliance by IFS

Since 2003, the top service and support minds have gathered in Palm Springs in April for the flagship Field Service USA conference. If you attended Field Service USA, we hope you enjoyed it as much as we did. Click here to see how much fun we had! If you did not attend, then make sure you register for Field Service Fall in August! Astea will be there sharing its thoughts on how to achieve digital transformation.

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Building Customer Satisfaction with Survicate

Survicate

10000+ employees. Survicate customer since: November 2016. Survicate features used: Email surveys. Targeted Website Survey. See all Survicate features. Castorama – a European home improvement chain uses surveys to ensure equally high customer satisfaction across all sales channels. To maintain and constantly improve their customers satisfaction, Castorama decided to collect feedback with Survicate website and email surveys.

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Huawei Global Analyst Summit 2018

Forrester's Customer Insights

Huawei hosted its annual Analyst Summit in Shenzhen, China, recently. As in 2016, Huawei reported strong financial growth in 2017. Revenues were up 16%, EBIT, by 19%, and cash flow from operations by 96%. Revenue growth was driven primarily by the Consumer and Enterprise Divisions, up by 32% and 35% respectively, whilst the Carrier Division […].

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Cultivating Effective Communication, Part 2

Brad Cleveland Blog

This discussion of communication continues with four more principles common to successful contact centers. You can read the first part of this discussion here. Develop Formal and Informal Channels of Communication. Effective leaders cultivate both formal and informal channels of communication. But the mission and values being communicated remain consistent.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Amazon’s Multi-billion Dollar Ad Business Propels Its Profitability

Forrester's Customer Insights

Yesterday, Thursday April 26, Amazon released its Q1 2018 financial results. The results? They knocked it out of the park. In fact, Jim Cramer on CNBC called it “the best quarter I’ve ever seen from a company.” I would argue it’s ‘the best quarter ever’ because of a little known business that Amazon has — […].

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Cultivating Effective Communication, Part 2

Brad Cleveland Blog

This discussion of communication continues with four more principles common to successful contact centers. You can read the first part of this discussion here. Develop Formal and Informal Channels of Communication. Effective leaders cultivate both formal and informal channels of communication. But the mission and values being communicated remain consistent.

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Do You Work For A Financial Services Provider? Then Take This Survey!

Forrester's Customer Insights

Forrester is conducting research on how financial services companies are using Video to win, serve, engage, and retain customers. As part of this research, we want to hear from you! Click here (or below) to take the survey and help us give you great research – plus you get a free research report for taking […].

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Implementing Adobe Marketing Cloud: The Flawed Strategy

iCiDIGITAL

Over the years working with enterprises on their Adobe Marketing Cloud implementations, in particular Adobe Experience Manager (AEM), Target and Analytics, I have noticed an interesting enterprise organizational strategy towards implementation that, perhaps counterintuitively, wastes valuable time and money. The strategy relates to how an organization determines when and in what capacity to bring in an experienced implementation partner.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?