Alida

SEPTEMBER 20, 2018

More and more companies today are investing billions of dollars in customer experience (CX) programs. Executives are evangelizing the importance of delivering a more seamless experience, recognizing that CX is now the new battlefield in business. And yet despite all the focus on CX, most companies are failing.

Customer Journeys 200

Customer Journeys B2C Feedback Survey 200

InMoment XI

JUNE 2, 2022

These and other variables make a well-designed onboarding experience of utmost importance to organisations and their customer experience (CX) initiatives. One of the most commonly held beliefs in the customer experience world is that a CX programme that gathers incoming data is a CX programme that’s good enough.

Survey 529

Survey Customer Experience How To Feedback 529

InMoment XI

JANUARY 30, 2024

Did you know that 92% of CEOs agree that customer experience (CX) improvements have a direct impact on their bottom line? The process of choosing the best customer experience management software can be tricky and extensive, so there are some things you need to keep in mind as to find the perfect CX partner for your business.

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Customer Experience Management Software Customer Experience Management 295

InMoment XI

OCTOBER 18, 2023

After a successful XI Forum Europe featuring 9 EMEA customer experience experts , 200+ engaged delegates, 8 insightful workshops, and plenty of networking, it’s safe to say that the event was a hit! That means capturing insights from every touchpoint and channel. Let’s take a look!

Customer Experience 260

Customer Experience ROI Return on Investment Financial 260

CloudCherry

MARCH 14, 2019

On October 12th, we co-hosted a webinar with the CX Network where customer experience legend Bruce Temkin shared his insights on turning customer feedback into actions. In this article, we recap the discussion and highlight the key takeaways which can help you turn your customer insights into actions that drive business value.

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Customer Insights Analytics Airlines Feedback 150

InMoment XI

FEBRUARY 12, 2024

However, creating an integrated CX program can make this easier than you might think. At InMoment, we are dedicated to delivering tangible business value and bolstering your bottom line through a comprehensive integrated CX approach. What is Integrated Customer Experience (CX)? However, that couldn’t be further from the truth.

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Effort Score NPS Net Promoter Score ROI 260

InMoment XI

APRIL 27, 2023

This release of enhancements builds on InMoment’s integrated CX approach and AI-powered product foundation to give organizations the best chance of competing in today’s changing business environment. to surface the most important topics and trends to help organizations take immediate action on their customer feedback.

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Innovation Feedback Analysis Resources 260

CX Accelerator

NOVEMBER 11, 2022

In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up. We will also provide a recommended resource for anyone looking to improve their knowledge in a specific area. The 8 skills required by any CX team are: Strategy. Customer Journey Mapping.

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Customer Journeys Resources Analytics Customer Centricity 307

InMoment XI

OCTOBER 5, 2023

A lot of customer experiences hinge on your contact center’s effectiveness, which is why it’s important to ensure it’s a resource your customers find helpful, professional, and expedient. This feedback becomes even more valuable when you can harness a data platform that utilizes unstructured data analytics and creates actionable insights.

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Contact Center Self Service How To Call Center 486

InMoment XI

APRIL 24, 2024

This allows healthcare centers to enhance patient experience, improve care, enhance operational efficiency, and gain deeper insights into patient behaviors and needs. By harnessing unstructured data across every touchpoint of the customer journey, they extract invaluable insights to drive the most informed and strategic decisions.

Contact Center 260

Contact Center Healthcare Contact Center Software Insurance 260

InMoment XI

AUGUST 6, 2019

With extensive experience in customer relationship management, human resources. Technology Vet to Enterprises: Stop Chasing Bright Shiny Objects and Focus on Basics When the CEO of a leading technology company warns business leaders to beware of ‘bright shiny objects,’ one should listen. View Article.

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Industry Customer Relationship Management Customer relationships Resources 200

InMoment XI

AUGUST 31, 2023

Here are five reasons why you should save your spot today: Reason #1: Embrace ‘Integrated CX’ for Your Brand Ever heard of integrated CX? Integrated Insights : Delivering both leading innovative technology and strategic expertise to deliver ROI. Your chance to learn from the best is here – seize it!

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Conference ROI Banking Customer Voice 260

NICE inContact

JULY 9, 2019

Here’s Your One-stop Resource appeared first on NICE inContact Blog. If you missed Interaction 2019, here’s some good news: The best-of-the-best customer presentations are now available as webinars you can access on demand. And if you did attend, you’ll probably want to hear them again! The post Transitioning to the Cloud?

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Resources Contact Center Conference Interaction 149

Lumoa

JANUARY 8, 2024

They’re not just speeding up the process; they’re enriching it with deeper insights, making it smoother and more efficient in terms of resources. It’s full of insights, but only if we can effectively gather, structure, and analyze it. Training and Support: Does it offer training resources and customer support?

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Analysis Software Comparison Social Media 394

Experience Investigators by 360Connext

OCTOBER 17, 2023

Customer experience (CX) has become a critical factor in the success of businesses worldwide. However, many people with that understanding don’t invest the time, effort, or resources needed to actually take action on that understanding. But it can’t be a priority without funding, resources, and defined outcomes.

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Leadership Customer Experience Customer Centricity How To 259

Lumoa

FEBRUARY 14, 2024

It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. This is because CX involves many factors that are outside your direct control.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

InMoment XI

MAY 3, 2023

When it comes to starting a customer experience (CX) program, the right vendor (and solution) can make all the difference. Choosing the right vendor for your CX program can be a critical decision, as it can have a significant impact on the outcome of your program. What Is a Full Service CX Solution? Self-Service v.

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Self Service Customer Experience Resources Survey 260

Experience Investigators by 360Connext

DECEMBER 15, 2023

That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. Secure executive buy-in on CX (and build excitement with them).

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Communication Tips Customer Journeys Customer Experience 304

Alida

JULY 11, 2018

The first CX and the City meetup in Toronto took place yesterday on a hot, sunny day, but we escaped the heat a bit at the cool Kasa Moto restaurant. More than 50 research, CX, product and marketing professionals were in attendance to network and enjoy food and refreshments. is important—and something that insight can help answer.

Industry 141

Industry Brands Banking ROI 141

Experience Investigators by 360Connext

FEBRUARY 20, 2024

Ever been swamped with data but starved for insights? Our latest episode is a game-changer for CX leaders aiming to harness the power of customer journey mapping. We navigate the complexities of integrating operational data into journey maps, ensuring you walk away equipped to craft insightful paths without data overload.

Customer Journeys 143

Customer Journeys Data Resources Interaction 143

Experience Investigators by 360Connext

OCTOBER 24, 2023

Are you ready for another CX Pulse Check? Join Jeannie and Paige, as they talk about what’s happening right now in Customer Experience (CX). Imagine the insights you could gain if you knew how these businesses are enticing customers with exciting new offerings like curbside delivery, sample boxes, and impulse purchases.

Retail 270

Retail Connections Innovation Loyalty 270

InMoment XI

MAY 2, 2023

Forrester predicts that in the next year, one in five customer experience (CX) programs will disappear, but one in 10 will be stronger than ever. The pressure is on for all CX practitioners—but small CX teams are feeling the heat the most. What strategies will support CX success for your small team?

Strategy 295

Strategy Call Center ROI Resources 295

InMoment XI

AUGUST 25, 2023

Choosing the right partner for your CX program is essential for creating a memorable customer experience and increasing customer loyalty. It’s clear that creating memorable experiences can not be overlooked, which means choosing a partner for your CX program is one of the most important decisions you will make for your business.

How To 260

How To ROI Net Promoter Score Measurement 260

Experience Investigators by 360Connext

MARCH 5, 2024

We’ll reveal how to navigate the customer journey with foresight and finesse, ensuring that your clients feel heard, valued, and—most importantly—cared for without draining your precious resources. And yes, we even touch on our first ‘bleep’ moment, a candid question that opens up a treasure trove of insights.

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Customer Experience Customer Journeys Resources Customers 143

InMoment XI

NOVEMBER 20, 2023

As we delve into the realm of AI in Customer Experience (CX), we will explore how this technology is reshaping the customer-business relationship. What is AI in CX? AI in CX stands for artificial intelligence in customer experience. Here are five key benefits that illustrate how AI is reshaping the CX landscape: 1.

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

InMoment XI

MAY 23, 2023

At Forrester CX EMEA, we heard from InMoment client Aegon, a Dutch public company for life insurance, pensions, and asset management. As a CX leader, you need to ensure the whole business is aware that every decision affects the customers’ experience. Check out this video!

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Customer Centricity Culture Insurance Conference 260

Horizon CX

APRIL 1, 2024

Organizational Growth Through CX Maturity Introduction In today’s competitive landscape, delivering exceptional customer experiences isn’t just a goal; it’s a necessity for sustained success. There are various CX maturity models, but they share some common characteristics. What is Customer Experience Maturity?

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Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

InMoment XI

JANUARY 25, 2024

For technology providers, the Magic Quadrant offers insights into competitive positioning which can guide strategic planning and marketing efforts. As a snapshot of the market at a given moment, it can provide valuable insights into technology vendors’ positions based on execution ability and vision completeness.

Strategy 260

Strategy Roadmap Innovation Technology 260

Experience Investigators by 360Connext

SEPTEMBER 19, 2023

Whether you’re new to customer experience management or a seasoned leader, it can feel challenging to know where to prioritize your time and resources, can’t it?! It’s understandable for CX leaders to want to address everything, everywhere, all at once. There are several common mistakes that I see CX teams make.

How To 248

How To Net Promoter Score Course Customer Journeys 248

Experience Investigators by 360Connext

OCTOBER 31, 2023

She not only narrates the spine-chilling saga but also provides insightful solutions. Resources Mentioned: Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue? Are you unintentionally crafting a customer experience nightmare? Jeannie’s got you covered.

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Customer Journeys Resources Customer Experience Customers 264

InMoment XI

JULY 13, 2023

In our recent virtual panel discussion, we explored how different financial firms are embracing the Consumer Duty Act and identified areas where most of their resources have been designated. The panelists shared valuable insights on embracing changes and putting customers at the center of their business.

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Consumers Financial Competitive Advantage Customer Centricity 492

InMoment XI

JULY 12, 2023

A well-designed CX strategy can be the main aspect that helps you attract and retain your customer base, so you don’t want to leave anything up to change. Empower your employees by providing them with the necessary training, resources, and authority to address customer needs effectively. How are their questions answered?

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

InMoment XI

MAY 1, 2023

In today’s highly competitive business landscape, delivering exceptional customer experience (CX) is essential for any organization to remain relevant and successful. However, many businesses struggle to find success with their CX program because of organizational silos. This challenge likely sounds familiar to CX professionals.

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Company How To Culture Touchpoint 260

InMoment XI

DECEMBER 7, 2023

As competition and buyer empowerment compound, customer experience (CX) is proving to be the only truly durable competitive advantage. CX is a multi-layered concept, and to truly understand customer experience at scale, you need to have a good understanding of customer experience KPIs and metrics.

Metrics 260

Metrics Net Promoter Score Measurement Effort Score 260

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it. This may sound contradictory for a CX professional to say.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

InMoment XI

DECEMBER 30, 2021

After a year of quarantine, brands had a lot of gaps to fill in their customer experience (CX) programs. It’s fair to say that we all learned a few crucial lessons within the past year(s) about the shift in customer expectations and needs—and we’ve strived to put our learnings into a few CX strategy webinars.

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Strategy Touchpoint Metrics Customer Journeys 493