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2022 Experience Trends: What Employees & Customers Think About Evolving COVID Safety Measures

InMoment XI

This is where InMoment’s newest report comes in. The “2022 Experience Trends Report: Four Trends That Are Changing Customer & Employee Experiences This Year” just dropped, and we wanted to give you a sneak peek! But before we dive into the data, we wanted to tell you more about how the report was created. A Word About COVID.

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Report: Five Steps For Building A Strong CX Metrics Program

Experience Matters

We published a Temkin Group report, Five Steps For Building A Strong CX Metrics Program. In this report, we provide a blueprint that organizations can follow to create an actionable CX metrics program. The post Report: Five Steps For Building A Strong CX Metrics Program appeared first on Customer Experience Matters®.

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Measurement and Performance (State of Customer-Centricity Report)

CX Centric

To access the full State of Customer Centricity report click here. In this article we explore the results specifically related to Measurement and Performance which is one of the eight principle domains of the CCMM Model. This research was based on the Customer Centricity Maturity Model (CCMM).

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Measuring Success: Using Analytics and Reporting in Legal Case Management Software

CSM Magazine

In today’s fast-paced legal landscape, analytics and reporting have become a game-changer for law firms and legal organizations seeking to stay ahead of the competition. Improved Productivity: Automated reporting features enable lawyers to generate reports quickly, saving time and improving overall productivity.

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ABCs of Data Normalization for B2B Marketers

However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow.

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Forrester Report on the State of Customer Analytics 2018


Key Takeaways from Forrester Report on the State of Customer Analytics. The findings of the 2018 Forrester Report on the State of Customer Analytics are based on an online survey in which 144 North American analytics and measurement pros , from a broad set of industries, took part. Data Challenges that persist.

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What Is Call Center Reporting & How Does It Work?


As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. Table of Contents What is Call Center Reporting?

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Just launched! 2020 Customer Education Benchmarks and Trends Report

Based on a survey of more than 250+ external education teams, Skilljar has compiled this report on current trends including budgets, integrations, team structure, and more. In this report, see how companies across a variety of industries are building, optimizing, and measuring their training programs.

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The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.

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What Do Your Employees Need to Provide Outstanding Customer Experiences?

Speaker: Laura Sikorski, Contact Center Consultant

Companies can achieve high customer satisfaction and loyalty when there is appropriate training, coaching, measurement/reporting, and organizational collaboration. How do you go beyond reports to measure your customer satisfaction and business profitability? The role of your employees is paramount.

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Conquering CX Through Workforce Engagement

Speaker: Rosetta Carrington Lue, CEO, RCL Customer Experience Solutions, LLC

According to Gallup data, only 33% of employees reported they are engaged at work. How to define, measure and track success. Low engagement can be caused by several factors including lack of recognition by managers, poor company communication and not being aligned with the mission of the company.

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2024’s Retail Odyssey: Going Small, Artificial, and Augmented!

Speaker: Kelly Goetsch - Chief Strategy Officer at Commercetools | Jason Cottrel - CEO & Founder at Orium | and guest speaker Brendan Witcher - VP, Principal Analyst at Forrester

Join us for a deep dive into Forrester’s Predictions report to get more information on next year’s digital commerce landscape. To stay ahead of the curve, digital leaders are experimenting with less risky initiatives and scaling back on outdated projects that no longer yield impactful results.

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How to Efficiently Transform Your Customer Service Through AI

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. How Behavioral AI can have an impact on the quality of customer conversations with a measurable increase of 20% in actual outcomes.