InMoment XI
MARCH 22, 2013
I've written in the past about some of the big challenges facing the customer experience (CX) discipline, such as a lack of real understanding among executives and a confusing tech market. Those issues are still around, but they've been pretty well documented lately and have CX leaders appropriately on guard. Now there's a more insidious threat on the horizon: tunnel vision.
Service Untitled
MARCH 19, 2013
Since 2007, Walmart department and discount stores repeatedly have been labeled with the dubious distinction of having the “worst customer service in America.” The Bentonville, Arkansas based retailer scored a 71 out of 100 rating; the lowest grade for customer service as rated by The American Customer Satisfaction Index (ACSI) , an independent national benchmark of customer satisfaction in the United States.
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Customer Interactions
MARCH 21, 2013
'A call comes in to the operations control room at Miami International Airport (MIA). There has been a massive explosion leading to a fire at the fuel farm, which is right next to the airport. If it sounds like a made-for-TV reality show, it is. This is a scene from the Travel Channel’s “Airport 24/7: Miami” series. The show chronicles the daily operational challenges of one of the world’s leading airports, Miami International, which serves 38 million passengers annually.
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InMoment XI
MARCH 22, 2013
I've written in the past about some of the big challenges facing the customer experience (CX) discipline, such as a lack of real understanding among executives and a confusing tech market. Those issues are still around, but they've been pretty well documented lately and have CX leaders appropriately on guard. Now there's a more insidious threat on the horizon: tunnel vision.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
MARCH 21, 2013
A recent business trip took me from London to Minneapolis and one particular restaurant experience really stood out – for all the right reasons. I was traveling alone so what else was I to do in Minneapolis on a Sunday but visit the Mall of America. After a few hours of wandering aisle after aisle. View Article.
InMoment XI
MARCH 21, 2013
A recent business trip took me from London to Minneapolis and one particular restaurant experience really stood out – for all the right reasons. I was travelling alone so what else was I to do in Minneapolis on a Sunday but visit the Mall of America. After a few hours of wandering aisle after aisle.
InMoment XI
MARCH 21, 2013
A recent business trip took me from London to Minneapolis and one particular restaurant experience really stood out – for all the right reasons. I was travelling alone so what else was I to do in Minneapolis on a Sunday but visit the Mall of America. After a few hours of wandering aisle after aisle.
InMoment XI
MARCH 20, 2013
Did you know that the typical response rate of Voice of Customer (VoC) programs ranges from 2% to 14%? In fact, survey developers who get a 10% response rate are usually happy, noting that it’s at the high end of “the industry standard.
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InMoment XI
MARCH 20, 2013
Terry O’Reilly (@terryoinfluence) is a Canadian advertising executive and broadcaster who has a program on CBC Radio called ‘Under the Influence‘ It’s a fascinating weekly view into the world of marketing and advertising. This past weekend he presented a program entitled ‘Tales of Customer Service’ Make time to listen to it because those of us involved in.
InMoment XI
MARCH 20, 2013
Did you know that the typical response rate of Voice of Customer (VoC) programs ranges from 2% to 14%? In fact, survey developers who get a 10% response rate are usually happy, noting that it’s at the high end of “the industry standard.
InMoment XI
MARCH 20, 2013
Terry O’Reilly (@terryoinfluence) is a Canadian advertising executive and broadcaster who has a program on CBC Radio called ‘Under the Influence‘ It’s a fascinating weekly view into the world of marketing and advertising. This past weekend he presented a program entitled ‘Tales of Customer Service’ Make time to listen to it because those of us involved in.
InMoment XI
MARCH 20, 2013
Did you know that the typical response rate of Voice of Customer (VoC) programs ranges from 2% to 14%? In fact, survey developers who get a 10% response rate are usually happy, noting that it’s at the high end of “the industry standard.
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.
InMoment XI
MARCH 20, 2013
Terry O’Reilly (@terryoinfluence) is a Canadian advertising executive and broadcaster who has a program on CBC Radio called ‘Under the Influence‘ It’s a fascinating weekly view into the world of marketing and advertising. This past weekend he presented a program entitled ‘Tales of Customer Service’ Make time to listen to it because those of us involved in.
InMoment XI
MARCH 18, 2013
Does this sound familiar? You have a tracking study in place to get feedback from your customers and you regularly analyze those results to tie them to your company’s bottom line. But perhaps the biggest challenge of all is—how to move the needle? The answer is “action planning.” We all know that’s easier said than.
InMoment XI
MARCH 18, 2013
The MIT Technology Review recently published an article by Sasha Issenberg on how the Obama Campaign used big data to profile, target, influence and rally voters in the 2012 campaign. Titled “A More Perfect Union: How President Obama’s campaign used big data to rally individual voters”, I highly recommend it for anyone interested in politics. View Article.
InMoment XI
MARCH 18, 2013
Does this sound familiar? You have a tracking study in place to get feedback from your customers and you regularly analyze those results to tie them to your company’s bottom line. But perhaps the biggest challenge of all is—how to move the needle? The answer is “action planning.” We all know that’s easier said than.
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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?
InMoment XI
MARCH 18, 2013
The MIT Technology Review recently published an article by Sasha Issenberg on how the Obama Campaign used big data to profile, target, influence and rally voters in the 2012 campaign. Titled “A More Perfect Union: How President Obama’s campaign used big data to rally individual voters”, I highly recommend it for anyone interested in politics.
InMoment XI
MARCH 18, 2013
Does this sound familiar? You have a tracking study in place to get feedback from your customers and you regularly analyze those results to tie them to your company’s bottom line. But perhaps the biggest challenge of all is—how to move the needle? The answer is “action planning.” We all know that’s easier said than.
InMoment XI
MARCH 18, 2013
The MIT Technology Review recently published an article by Sasha Issenberg on how the Obama Campaign used big data to profile, target, influence and rally voters in the 2012 campaign. Titled “A More Perfect Union: How President Obama’s campaign used big data to rally individual voters”, I highly recommend it for anyone interested in politics.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
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