InMoment XI

JUNE 5, 2024

Omnichannel CX Analytics: Processes text from surveys, social media, voice, reviews, chat, email, and more to understand VOC, trends, and emerging topics, often paired with metrics to analyze impact and churn.

Analytics 260

Analytics Effort Score Social Media Innovation 260

CX Centric

OCTOBER 8, 2021

It goes without saying that many organizations have struggled to stay afloat amid this pandemic, this has then forced these organizations to take their Guest Experience seriously in trying to increase their success rate. Over the past 12 years, Sharon has provided leadership for some of the world's leading SaaS marketing providers.

Hospitality 52

Hospitality Guest Experience Hotels Travel 52

NICE inContact

JUNE 27, 2017

With so many high-end hotel and accommodation options vying for customers these days, the guest experience has never been more critical. Great communication and attention to customer journey goes much farther in garnering return guests and brand loyalty. When it comes to competitive industries, few rank higher than hospitality.

Omni-Channel 120

Omni-Channel Contact Center Abandon Rate Guest Experience 120

Customer Bliss

DECEMBER 8, 2017

These stories come from CCOs who have faced numerous challenges, yet persevered in pushing their metaphorical “rock up the hill” by uniting their leadership teams, working through challenges, and ultimately achieving success in doing so. Unite Your Teams to Achieve a Company-Wide Metrics Goal.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer NPS Guest Experience 203

Stella Connect

JANUARY 18, 2022

This psychological proximity diminishes as an organization grows and decision-making becomes analytic rather than empathetic, making it harder to anticipate or satisfy customer needs and the customer experience suffers as a consequence. More qualitative research with real customers, less gazing at dashboards of metrics.

Customer Experience 102

Customer Experience Contact Center Guest Experience Training 102

CSM Magazine

SEPTEMBER 28, 2016

A strong Disney principle is that cast members should treat each other as they would a guest. The Disney formula for success is: “A quality guest experience + a quality cast experience + quality business practices = the future.”. People are never hired; they’re “cast for a role.” Based in Minneapolis/ST.

Customer Focused 40

Customer Focused Company Airlines Culture 40

Michel Falcon Experience

APRIL 11, 2019

Actually this kind of plays into the question of how do you get leadership to see the value of investing in the culture. Servant leadership is something that every single person, regardless of whether you are a leader by title or not, is something that we need to be studying and advocating. That, at the core, is servant leadership.

Culture 60

Culture Leadership Hospitality Meeting 60