InMoment XI

DECEMBER 6, 2021

And when I look back on all that, I couldn’t be more grateful for customer feedback management platforms (also known as CFM platforms). Customer experience (CX) technology has taken what used to be a days-long process and condensed it to minutes. How to Choose a Customer Feedback Management Platform.

Feedback 493

Feedback Management Self Service Conference 493

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)? This alignment can lead to 2.4x

Effort Score 260

Effort Score NPS Net Promoter Score ROI 260

InMoment XI

APRIL 3, 2023

In March, I spoke at InMoment’s XI Forum Sydney, and it shouldn’t surprise you that I chose to talk about building a customer experience (CX) program! When I started working at InMoment, I knew nothing about CX. I didn’t know what a closed-loop system was and certainly didn’t know the difference between the inner and outer loop.

Tips 260

Tips Touchpoint Customer Centricity NPS 260

InMoment XI

SEPTEMBER 21, 2021

There’s a problem with how many businesses view customer experience (CX) data: human beings cannot (and should not) be distilled down to numbers. Before we get into how to humanize and improve customer experiences , we first need to understand why structured data can’t give us all the answers. Numbers Alone Can’t Tell a Story.

Customer relationships 577

Customer relationships Customer Experience Net Promoter Score Effort Score 577

Lumoa

JANUARY 8, 2024

AI tools are changing the way we analyze customer feedback. This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. Think about all the customer feedback we see – tweets, reviews, comments, surveys. What’s the intensity of these sentiments?

Analysis 394

Analysis Software Comparison Social Media 394

InMoment XI

JANUARY 10, 2023

CX operations, or customer experience operations, are all about the systems, automation, and lines of communication that make possible a unified, cross-functional approach to improving customer experience. Do you need a customer experience manager dedicated to managing this effort? What Is a Customer Experience Manager (CX Manager) ?

Customer Experience 324

Customer Experience Management Customer Journeys Effort Score 324

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. For organizations of any size, managing CX can be a complex and challenging process that involves executive commitment, strategy, and integration of technology.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

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

InMoment XI

JUNE 21, 2022

That means it’s time to take what you’ve learned and start doing the work to elevate your experience program! . We heard from award-winning customer experience speakers from some of Australia’s biggest brands—Craveable Brands, The NRMA, Rest Super, Foxtel, and JAX Tyres & Auto—not to mention two of InMoment’s global leaders.

Customer Experience 260

Customer Experience Feedback Advertising Survey 260

InMoment XI

MARCH 21, 2022

Customer experience (CX) leaders from utilities brands are facing unprecedented challenges in 2022. But here at InMoment, we don’t like to merely dwell on obstacles and complexities. We like to provide you with strategies and solutions. To learn more, check out Graham’s full CX webinar designed just for utilities brands.

Brands 529

Brands Roadmap Strategy Social Media 529

InMoment XI

OCTOBER 19, 2021

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. Let’s look into it.

Analytics 493

Analytics Data Customer Experience Social Media 493

Lumoa

FEBRUARY 7, 2023

They have chosen Lumoa to consolidate that in a single platform and analyze what customers say in real-time. We have lots of customer insights across different communications channels right across the organisation”, says Jim Brown, Customer Director at Shawbrook. What’s more, it’s an intuitive platform that anybody can use.”

Banking 208

Banking Feedback Management Culture 208

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.

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

InMoment XI

AUGUST 3, 2022

You’ve probably seen that writing on the wall ever since The Great Resignation kicked off in early 2021, but if you’re not sure where to start, we have you covered! How We Got Here. Sure, happy customers help a strong bottom line, but passionate, bold, and invested employees are what encourage those customers to keep doing so.

Employee Experience 557

Employee Experience Brands Roadmap Culture 557

InMoment XI

AUGUST 23, 2023

What is Customer Experience Transformation? If you do not undergo continuous customer experience management to help your business keep up with customer and industry competitors, you may develop a static CX program. As customer preferences change and new technologies emerge, businesses that fail to adapt risk being left behind.

Customer Experience 260

Customer Experience Omni-Channel Employee Engagement Innovation 260

Experience Investigators by 360Connext

OCTOBER 3, 2023

The opportunity now is for CX leaders to get better at finding and activating unspoken insights from the customer journey, understanding what our customers tell us when they’re simply behaving as normal. 3 Ways to Listen to Untold Customer Feedback Don’t get me wrong, surveys are still valuable for improving your CX strategy.

Feedback 270

Feedback How To Social Media Analysis 270

InMoment XI

JANUARY 13, 2022

Here are the three steps Chevron Federal Credit Union took to reinvigorate its customer experience (CX) program: Step #1: Streamline Surveys to Align CX Objectives Across the Business. With more than 110,000 members in eight states, how do you turn survey data and feedback into efficient action?

Case Study 493

Case Study NPS Survey Analytics 493

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

FEBRUARY 3, 2022

If we were to sum up what brands need to know about Gen Z customer experience preferences (and employee experience preferences) in a few words it would go something like this: they’re different. Here’s what you need to know according to our data: What Is Most Important for the Gen Z Customer Experience & Employee Experience?

Employee Experience 529

Employee Experience Customer Experience Brands Social Media 529

Lumoa

APRIL 3, 2023

We are thrilled to announce our new partner: B2B Customer Experience Agency. By combining expertise in B2B customer experience with Lumoa’s powerful platform, we can create exceptional customer experiences that drive growth. I see CX as a Service. Find out more about how we can help you. NPS, CSAT, online ratings.

B2B 208

B2B Customer Experience Customer Centricity Consulting 208

Experience Investigators by 360Connext

MAY 11, 2021

The customer walks away with a perception of what the brand is, and whether or not this brand lives up to its promises, with every step along their personal journey. Leaders often say, “We’re just getting started with customer experience,” but that’s a myth. ” What is Customer Experience Management?

Customer Experience Management 291

Customer Experience Management Customer Journeys Customer Experience Management 291

Lumoa

MAY 5, 2022

Customer Experience (CX) is far more than traditional customer service and marketing. In This Article: What is Customer Experience? CX is the customers’ experience of the product or service itself. CX is the customers’ experience of the product or service itself.

Strategy 277

Strategy Customer Experience How To Analysis 277

InMoment XI

MARCH 4, 2022

One tool is practically synonymous with the customer experience (CX) industry: surveys. Once a targeted survey has collected the desired data, a top-notch Experience Improvement platform mines that data using advanced analytics to uncover actionable insights. But what are the best practices for creating a targeted survey?

Survey 556

Survey Customer Experience Touchpoint Exercises 556

InMoment XI

NOVEMBER 30, 2023

In this comprehensive guide, we will delve into the intricacies of brand reputation management, exploring strategies, key components, pitfalls to avoid, and the role of online and employee reputation management. What is Brand Reputation Management? Doing this allows you to cultivate a strong and recognizable presence in the market.

Brands 378

Brands Management Multi-Channel Social Media 378

Experience Investigators by 360Connext

JANUARY 18, 2022

It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ ’ CX is much more than these, though. The CEO gets on stage and announces a new mantra: We love customers! Why does Customer Experience Training Matter? A strategy.

How To 378

How To Customer Journeys Culture Training 378

Lumoa

FEBRUARY 14, 2024

The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. 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

JULY 12, 2023

How exactly do you do this? 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. So how do you guide customers through these stages? What does their interaction look like? How are their questions answered?

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

Lumoa

JANUARY 24, 2024

I remember spending over 40 minutes trying to get change for a €20 bill in Paris until a kind stranger finally understood what I was asking for. 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!

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

TechSee

APRIL 22, 2024

In today’s fast-evolving service landscape, companies are continuously innovating to improve customer experience (CX). However, the true potential of investing in CX innovation often remains untapped due to barriers that hinder adoption. The last thing these customers want is a bigger headache when trying to solve their problem.

Innovation 109

Innovation How To Sports Video 109

Experience Investigators by 360Connext

JANUARY 23, 2024

Customer experience leaders are not just expected to keep up with trends in the marketplace, customer expectations, and technology, we simply MUST do so to serve customers and stay ahead of the competition. Former CX “Trends” to Leave Behind 1. Chatbots are not yet at the point where we can “set it and forget it.”

Trends 143

Trends Self Service Customer Experience Customer Journeys 143

Lumoa

OCTOBER 15, 2023

So, the lingering question is: How do we ensure our approach is not just functional, but truly effective? of respondents mentioned that the other departments didn’t really see how CX initiatives made a difference. Speed is essential but remember: a quick yet empty response can do more harm than good.

Feedback 208

Feedback Hospitality Analytics Touchpoint 208

ECXO

APRIL 24, 2024

gdcvte Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges Part I The article was originally posted here: [link] Seamless customer experiences and clear interfaces are two key elements leveraged by successful tech enterprise to generate adoption, with design being the key to overcoming solution complexity.

ROI 105

ROI Software B2B System 105

Lumoa

NOVEMBER 21, 2023

In this article, we will go over how AI has transformed customer feedback analysis in detail while throwing some light on the trends, challenges, and the future. Because of the use of AI in customer feedback analysis , companies do not need to shell out large sums on market research, a practice that is also very time-consuming.

Analysis 208

Analysis Feedback Social Media Chatbots 208

CloudCherry

FEBRUARY 20, 2019

CX platforms are being acquired for billions of dollars. Today’s platforms (and CX teams) need to advance their capabilities to compete. CX teams have a big opportunity to connect with customers here. At CloudCherry, we want your CX strategy to flow across as many channels as makes sense for your customers.

Strategy 273

Strategy CEM Analysis Self Service 273

Lumoa

NOVEMBER 17, 2022

In the past two years, we’ve seen a massive surge in online shopping, from tech products to fashion items. Companies should aim to meet their customers’ expectations by continuing to fine-tune their customer experience (CX) programs. Companies can tailor their CX by listening to customers and following consumer feedback.

e-support 208

e-support Customer Experience Social Media Chatbots 208

Experience Investigators by 360Connext

MARCH 8, 2021

But what does that mean? And what’s most important to prioritize in education? What is a learning path? Learning paths, thanks to virtual learning environments and Learning Management Systems (LMS) available now, can serve up just what each learner needs at the right moment. . You can do this, too.

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

SuiteCX

FEBRUARY 18, 2020

Like customer experience (CX) more broadly, there are a number of platforms that create the ecosystem of tools available to manage and understand their Customers’ experience. Here’s what we see as the distinct market segments operating under the customer experience/journey banner: 1. next best offer).

Customer Journeys 274

Customer Journeys Effort Score CRM CEM 274