InMoment XI

OCTOBER 17, 2023

We understand it may seem intimidating, but over our 19 years of experience helping the world’s most popular brands ace their customer experience, we’ve learned a few things about how to systematically and strategically review your CX program, and pinpoint the actions you need to take for success. You’ll find them all below!

Customer Experience 493

Customer Experience Net Promoter Score Tips Effort Score 493

Forrester's Customer Insights

MARCH 27, 2023

Ransomware Vulnerability Warnings Are Coming To A Critical Infrastructure Near You The US Cybersecurity and Infrastructure Security Agency (CISA) launched the Ransomware Vulnerability Warning Pilot (RVWP) in January 2023 in response to ongoing concerns about the threat of ransomware.

Government 26

Government Management Trends 26

InMoment XI

AUGUST 17, 2023

Continuous Improvement: Customer experience serves as a continuous customer feedback loop for product improvement and helps you to identify emerging trends, evolving needs, and areas that require ongoing enhancement. Happy customers become brand advocates, fueling growth through positive customer feedback.

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

InMoment XI

AUGUST 3, 2022

Today’s conversation briefly touches on how employee experience (EX) programs can help you navigate employee challenges big and small, how EX initiatives interconnect with customer experience (CX) and how all of this can lead to meaningful Experience Improvement! How We Got Here. The Rundown on Employee Experience.

Employee Experience 557

Employee Experience Brands Roadmap Culture 557

InMoment XI

JANUARY 12, 2023

Focusing on driving customer lifetime value won’t ‘just’ help with identifying upselling opportunities—it will facilitate and create deeper human connections with customers and ensure mutually beneficial relationships built on Experience Improvement (XI). Next, it’s vital to take the long view when looking at your customer relationships.

Social Media 529

Social Media Tips Customers Customer Retention 529

InMoment XI

MARCH 26, 2024

Reviews help build your online reputation, bring added credibility to your company, amplify your search presence, and provide the kind of social proof that’s essential to influencing purchase decisions. Positive reviews highlight what you’re doing well while negative reviews help pinpoint areas that need improvement.

Examples 260

Examples Brands Strategy How To 260

Forrester's Customer Insights

JULY 15, 2020

The top five global risks identified in terms of likelihood in the World Economic Forum’s Annual Global Risks Report 2020 were all environmental or climate-related: 1) extreme weather events; 2) failure to adapt to climate change; 3) human-made environmental damage; 4) biodiversity and ecosystem loss; 5) natural disasters.

Report 36

Report Analytics Technology Management 36

InMoment XI

AUGUST 30, 2022

They can use a rating system that can be tracked over time, offer specific insights into your customers’ pain points, and help you work to continue to meet your customer’s needs. They help you understand how your business is viewed, and what you can do to improve that. One way to do this is through customer satisfaction surveys.

Customer Satisfaction 493

Customer Satisfaction Net Promoter Score Survey Effort Score 493

Forrester's Customer Insights

NOVEMBER 12, 2018

a few isolated “proof of concept” experiments. Today, the RPA market is estimated to?reach billion by 2021, and conversations are becoming more frequent. As a Forrester advisor on the Technology Council, I’ve partnered with senior technology leaders to find […].

Technology 49

Technology Marketing 49

BlueOcean

MARCH 14, 2024

We’ve compiled a list of the most helpful outsourcing resources, in order from discovery to launch. We’re here to help! If that’s the case, here are a few discerning questions to ask: Do you need to add capacity? Your organization is ready to find a new contact center outsourcer. What’s your next step?

Contact Center 177

Contact Center Resources Hospitality Customer Care 177

IntouchInsight

JUNE 14, 2023

Here at Intouch Insight, we are always working with our customers to help elevate their customer experience game. In support of this, we have launched monthly free product demo webinars.

Training 278

Training Software Customer Experience Customers 278

BlueOcean

APRIL 24, 2024

Though there are many official guidelines and metrics that can help you assess your outsourcer’s ESG efforts , the first step is simply to start asking questions. Practicing environmentally conscious efforts can help companies (and, yes, your vendors) improve operational efficiencies and costs.

Contact Center 177

Contact Center Policies Effort Score Government 177

Experience Investigators by 360Connext

JULY 7, 2023

How to Overcome Objections and Win Support for New Customer Experience (CX) Initiatives 9AM on Thursday, 7/13 Register Here In today’s uncertain business environment, some leaders are hesitant to invest in customer experience (CX) initiatives.

Customer Experience 271

Customer Experience How To Resources Measurement 271

Steve DiGioia

JUNE 12, 2023

Here are three examples of how to use a customer’s name in a greeting: “Hello, [customer’s name].” ” “How can I help you today, [customer’s name]?” ” “I’m glad I could help, [customer’s name].” ” “Good morning, [customer’s name].”

Tips 189

Tips How To Communication Loyalty 189

Beyond Philosophy

DECEMBER 2, 2023

To learn more, click here. Instead, AI should be a way to help employees pay more attention to the needs of customers. We have been here before, too. Here are some other key moments in the discussion: 04:28 We listen to Tom’s video and why he thinks leading with humans creates a better AI strategy.

Customer Experience 143

Customer Experience Video Consulting System 143

Comm100

JULY 27, 2023

Thankfully, changes are being made, and the implementation of technology to help those with dyslexia study and learn is becoming more commonplace. Here’s a deeper look at live chat and its role in supporting those with dyslexia. Furthermore, only 40% of university students in the UK with dyslexia achieve a 2.1 Low reading level.

Study 202

Study Financial Technology Chatbots 202

Beyond Philosophy

APRIL 5, 2024

Eckhart Boehme , Founder and Managing Director of Unipro Solutions , emphasizes the importance of aligning customer experiences around the idea of jobs to be done, helping organizations grow faster by understanding what customers seek to achieve through their products or services.

How To 89

How To Customer Journeys Analysis Tools 89

Beyond Philosophy

APRIL 25, 2024

However, another reason we like stories is it helps us remember things. Embedding random data within a memory structure helps us recall it when needed. Emotions help reinforce what you remember, so an emotional story is even better for helping people remember it. A story can help here.

Customer Engagement 78

Customer Engagement Engagement Exercises Connections 78

Beyond Philosophy

JULY 13, 2023

Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! Here’s the thing: AI models are outstanding at predicting customer behavior. Two ways of developing AI can help. The issue here is a common phrase you might have heard before, “Garbage in, garbage out.”

How To 143

How To Competitive Advantage System Social Media 143

Zeisler Consulting

FEBRUARY 6, 2024

I’m here as the face of our brand to help you, inform you, or basically be the brand in human form.” That representative represents the impediments purposely put in the way of my receiving the help I need or the solution I’m seeking. No, I’m not here to give away the store. But I am here to [again, literally!]

Policies 93

Policies Hotels Brands System 93

Retently

MARCH 11, 2024

Post-event surveys are crucial for this feedback, but the real challenge is knowing the right questions to ask. In this guide, you’ll find why they are important, areas to focus on, and 35 essential post-event survey questions crafted to draw out the insights you need. They capture their joys, frustrations, and valuable insights.

Survey 119

Survey Analysis Feedback Effort Score 119

Beyond Philosophy

FEBRUARY 15, 2024

As someone who appreciates the practical application of an excellent theory, Black’s pickle stood out as one I wanted to address here with you readers, too. As someone who appreciates the practical application of an excellent theory, Black’s pickle stood out as one I wanted to address here with you readers, too.

Connections 89

Connections Loyalty Brands How To 89

BirdEye

AUGUST 29, 2023

Instagram Subscriptions allow you to monetize your Instagram account in a new way. Using this feature, you can offer your most engaged followers exclusive content and other benefits for a monthly subscription fee. In this blog, you’ll learn how to monetize your following directly using Instagram Subscriptions. Watch the Free Demo Now.

Social Media 105

Social Media Connections Tips Brands 105

BirdEye

DECEMBER 8, 2023

Here's a general follow-up email example you can use for most situations: Hi [Name], I just wanted to follow up about [topic]. I am here to help! Here are a few best practices to keep in mind next time you send an email. Effective communication is the lifeline of business relationships. Need a quick answer?

Examples 110

Examples Communication Feedback Meeting 110

Beyond Philosophy

MARCH 14, 2024

The danger here is that an organization can end up in a bad place following along like this. Some people end up here by avoiding conflict. Here are a few ways to make that happen: Recognize how often this can happen. Listen to the podcast: Have you ever heard of the Abilene Paradox? They were too polite.

Leadership 78

Leadership Conference Groups eBook 78

Beyond Philosophy

DECEMBER 29, 2023

Each of us has three things we learned in the past year that we think can help all of us moving forward into 2024. In this episode, we look back at what we learned in 2023 and how it can help us in 2024. Check it out here. Click here to learn more about Professor Ryan Hamilton of Emory University.

Consulting 89

Consulting Customer Centricity Financial Culture 89

Beyond Philosophy

APRIL 11, 2024

I thought I would share it here as well. I thought I would share it here as well. I also appreciate how Boehme’s organization helps its clients grow faster by assisting them to align their customer experiences around the idea of jobs to be done. It’s our job to determine what it is. Both are fair questions.

How To 78

How To Exercises Video Customers 78

AWS Machine Learning

APRIL 9, 2024

Access to additional data helps the model generate more relevant, context-specific, and accurate responses without retraining the FMs. This option helps improve the likelihood of relevant context, thereby improving the accuracy and reducing the hallucination of the generated response. It allows you to fetch up to 100 results.

Knowledge Base 112

Knowledge Base Financial Examples Comparison 112

Beyond Philosophy

NOVEMBER 11, 2023

It’s pickle time again here on the podcast. He wants to know some ways that he can get other people to help him sell his products and services. We knew several ways, eight in fact, and they might help you, too. Tells us about here and we might feature your pickle on an episode of the podcast. Check it out here.

Sports 78

Sports Marketing Sales Communication 78

Beyond Philosophy

JULY 16, 2022

To vote, please click here. Previous podcasts might help take a bit of a deeper dive on each of our listener’s pickles. Here are a few key moments in the discussion: 03:07 We hear the background on Jane’s pickle and what their company is trying to do. We hope you enjoy today’s show. Thanks very much.

Consulting 158

Consulting Survey Voice of Customer Financial 158

Beyond Philosophy

FEBRUARY 8, 2024

Here’s what Smith had to say: To reiterate Smith’s message from the video, words matter in ways deeper than what our conscious layer processes them as. Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. It’s simple enough, yes?

How To 78

How To Exercises Video Policies 78

Beyond Philosophy

DECEMBER 22, 2023

Here are some other key moments in the discussion: 04:11 Mead kicks off the discussion about AI with his predictions for the short term, meaning the next one to five years, and it might surprise you to hear how easy it will be for customers. Check it out here. Click here to learn more about Professor Ryan Hamilton of Emory University.

Consulting 89

Consulting Financial Survey Customer Experience 89

Beyond Philosophy

FEBRUARY 29, 2024

I mention it here, not to rub it in your face (much), but because in the booking of this cruise, I saw an excellent example of how my wife and I leverage mental accounting regarding our splurges. .” Listen to the podcast: I am excited. My wife and I are going on a cruise to India. It was our version of Mental Accounting.

Banking 78

Banking Financial eBook Examples 78

Beyond Philosophy

MARCH 29, 2024

Since ghosting appears to be spreading into many interactions, we thought we should discuss it here. Understanding the norms of each platform and maintaining in-person connections can help avoid being ghosted. However, his ghosting experience didn’t come from a romantic partner but a professional one.

Communication 89

Communication Interaction Connections Consumers 89

Beyond Philosophy

JANUARY 5, 2024

Here, we present seven potent ways to turn the tide. Here are some other key moments in the discussion: 04:10 Ryan explains the habit cycle, and what each point of it has to do with our brain’s way of processing information. 31:49 Colin reviews and summarizes the seven rules and how they can help.

ROI 89

ROI Return on Investment System Strategy 89

Beyond Philosophy

DECEMBER 8, 2023

Here are some other key moments in the discussion: 02:03 We discover how Colin decided to cover this topic from his recent client meeting. Here are some other key moments in the discussion: 02:03 We discover how Colin decided to cover this topic from his recent client meeting. Check it out here.

Loyalty 89

Loyalty Airlines Consulting Financial 89

ChurnZero

APRIL 1, 2024

AI is here to stay and it will continue to make the lives of CSMs easier as it matures. However, AI can help streamline key areas that will ultimately improve the onboarding experience for your customers and your organization as a whole. How can we apply it to onboarding?

Customer Journeys 76

Customer Journeys Strategy Analysis Tips 76