InMoment XI

DECEMBER 10, 2024

The Importance of Reducing Customer Churn A customer-centric approach cant succeed without addressing customer churn. Here are a few reasons why reducing churn is essential for business gains: It increases revenue stability : Retaining customers ensures a steady revenue stream, helping you minimize acquisition costs.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

NOVEMBER 21, 2024

Enhanced customer service helps retain existing customers and supports brand reputation management. As a result, you can increase your market share with this customer-centric approach. Voice of the Customer analysis is emerging as a key consumer trend for 2025 and is poised for continued growth in the years ahead.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

InMoment XI

OCTOBER 25, 2024

From the food quality to service and ambiance, each aspect of your restaurant should satisfy customer expectations. Work with your staff across all departments to ensure everyone follows a customer-centric approach. Accessed 10/21/2024. Accessed 10/21/2024. Accessed 10/21/2024. Accessed 10/21/2024.

Feedback 195

Feedback Management Social Media ROI 195

C3Centricity

DECEMBER 10, 2024

Why It Matters Livestream shopping is expected to reach $35 billion in US sales by 2024. Consumers seek brands that can make the digital experience feel human, immediate, and relevant. Coresight Research ) Interactive content gets 2x more engagement than static content.

Trends 270

Trends Consumers Strategy Case Study 270

InMoment XI

OCTOBER 30, 2024

Importance of Customer Experience in Insurance A 2023 McKinsey survey of over 8,500 North American insurance customers suggests that CX initiatives are crucial to revenue growth and employee satisfaction. A positive customer experience fosters trust and satisfaction. Accessed 10/17/2024. Accessed 10/17/2024.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

Experience Investigators by 360Connext

JUNE 4, 2024

In another captivating segment, we highlight Starbucks’ operational hurdles and the focus on operational efficiency vs. customer experience. We also examine the employee experience and customer experience link. Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn !

Customer Centricity 265

Customer Centricity Culture Employee Experience Innovation 265

InMoment XI

NOVEMBER 26, 2024

Sharing results reinforces the value of journey mapping and motivates continued investment in customer experience initiatives. Document these improvements so they can serve as benchmarks for future efforts and inspire a customer-centric culture within your organization. Must-know customer service statistics of 2024. ( [link] ).

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

OCTOBER 14, 2024

This drop is a result of survey fatigue, a growing concern for businesses looking to embrace the customer-centric approach. Accessed 10/07/2024. 108 Customer Service Statistics & Facts You Must Know for 2023 ( [link] ). Accessed 10/07/2024. Accessed 10/07/2024. Accessed 10/07/2024. FluidSurveys.

Survey 195

Survey How To Hospitality Feedback 195

ShepHyken

OCTOBER 20, 2024

Customer Centricity: A Definition, Examples, & Best Practices by Charlie Mitchell (CX Today) Brands that have achieved customer centricity are 60 percent more profitable than those that haven’t, according to Deloitte. If you want customers to return, give them a good experience they can rely on and trust.

Customer Service 76

Customer Service Customer Centricity Entertainment Airlines 76

InMoment XI

NOVEMBER 22, 2024

Better User Feedback and Richer Insights with InMoment User feedback is a vital component of the customer-centric approach. It provides valuable insights into customer behavior to help you make smarter decisions. 35 customer experience statistics to know for 2024 ( [link] ). Accessed 11/20/2024.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

InMoment XI

JANUARY 9, 2024

Great customer experiences improve brand reputation. If you consistently deliver positive experiences, your brand is more likely to be seen as reliable, trustworthy, and customer-centric. This positive reputation can attract new customers and partners. Access 1/3/2024. Access 1/3/2024. Access 1/3/2024.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

InMoment XI

DECEMBER 18, 2024

It enhances the customer-centric approach without adding excessive strain on agents and managers. It helps reduce operational costs while boosting the value of your customer-centric approach. 39 Call Centre Statistics You Need to Know in 2024 ( [link] ). Accessed on 12/18/2024. References Invoca.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

InMoment XI

OCTOBER 23, 2024

Examples of Banks with the Best Customer Experience The growing emphasis on improving CX in banking has made it essential to adopt the right trends and tools. This created a customer-centric culture that increased its revenue by 5%. They also grew their number of customer accounts to three million. Accessed 10/14/2024.

Banking 195

Banking Customer Experience Effort Score Financial 195

ECXO

APRIL 18, 2024

Mark your calendars: When: April 24th, 2024 Time: 5 PM CET | 4 PM GMT [link] [link] Reserve your spot now for this insightful discussion that promises to offer invaluable perspectives and strategies for navigating the evolving landscape of digital customer interactions.

Insurance 334

Insurance Consulting Travel B2B 334

CX University

OCTOBER 31, 2024

Participants will gain knowledge and tools that can be immediately applied in their daily work, enabling them to enhance customer satisfaction and drive competitive differentiation within their organizations. His collaboration ensures that the program is tailored to meet the specific needs of the Spanish-speaking market.

Net Promoter Score 97

Net Promoter Score Customer Experience Customer Centricity NPS 97

InMoment XI

JUNE 5, 2024

InMoment is excited to announce its recognition as a Leader in the Forrester Wave : Text Mining and Analytics, Q2 2024. This placement highlights our fierce commitment to innovation, customer satisfaction, and delivering future-proof technological solutions—no matter your business needs.

Analytics 195

Analytics Effort Score Social Media Innovation 195

eglobalis

JULY 31, 2024

Sources MarTech.org, “2024 Predictions: Better customer experience is on the way” [link] MarTech Cube, “MarTech Predictions for a Better CX in 2024” [link] Martech Edge, “Martech Stack 2024: Insights for Success” [link] Neal Schaffer, “Marketing Technology Trends in 2024: Improve Your Martech Stack” [link] (..)

Customer Experience 425

Customer Experience Social Media Analytics Chatbots 425

Experience Investigators by 360Connext

AUGUST 6, 2024

Special Co-host David Avrin joins Jeannie Walters on Experience Action to highlight current events and innovations in customer experience (CX) and discuss their impact for CX leaders. What would our world look like if businesses prioritized protecting their service workers from abusive customers? Ready for another CX Pulse Check?

Entertainment 310

Entertainment Culture Consulting Connections 310

InMoment XI

OCTOBER 17, 2024

Therefore, a question like this highlights your customer support team’s ability to address problems effectively so that you can make adjustments if necessary. Questions to test a new feature The following questions help you make customer-centric decisions on releasing a new feature for your product or service: 1.

Feedback 195

Feedback Effort Score Survey Customers 195

DCX

OCTOBER 20, 2024

It’s packed with strategies to get every department—from customer service to sales, product, tech, finance, and HR—on board with customer-centric practices. This guide shows how aligning team goals with customer needs drives real business success and gives you practical, no-nonsense tips for making it happen.

Video 52

Video Chatbots Customer Centricity Trends 52

DCX

DECEMBER 24, 2024

Get the DCX Newsletter first—packed with fresh insights, inspiration, and tools to elevate your customer experience game. The DCX 2024 Year in Review As 2024 comes to a close, I’ve been thinking about the incredible journey we’ve shared this year. Don’t miss out—join the movement today!

Course 52

Course Social Media Leadership Roadmap 52

Experience Investigators by 360Connext

JULY 9, 2024

We unravel how customer success principles are reshaping B2C and B2B industries on this special CX Pulse Check edition of the Experience Action Podcast, with Jeannie Walters and special co-host David Sakamoto.

Fashion 284

Fashion B2C Hotels Insurance 284

DCX

OCTOBER 20, 2024

It’s packed with strategies to get every department—from customer service to sales, product, tech, finance, and HR—on board with customer-centric practices. This guide shows how aligning team goals with customer needs drives real business success and gives you practical, no-nonsense tips for making it happen.

Video 52

Video Chatbots Customer Centricity Trends 52

ECXO

OCTOBER 5, 2023

In a world driven by meaningful connections, every moment presents an opportunity to enhance the customer experience. We firmly believe that customer-centricity transcends the boundaries of a single day or week—it’s a continuous dedication. Join us as we embark on a journey to elevate customer experiences every day.

Survey 380

Survey Net Promoter Score NPS Exercises 380

DCX

OCTOBER 27, 2024

-Mark Here are this week’s must-read links: Embrace the Right Kind of Friction Corporate's Hitting the Floor How USAA Is Innovating With GenAI Forrester’s 2025 CX Predictions The Three Laws of Human Behavior Feelings First: Why Emotions Are Your CX Superpower How to Train Every Department on Customer-Centricity: Make It Real for Them!

Customer Centricity 52

Customer Centricity Innovation Roadmap Tools 52

ECXO

DECEMBER 25, 2024

Building loyalty: Satisfied customers are more likely to become repeat buyers and brand advocates, boosting lifetime value. Positive word-of-mouth: A memorable customer experience can turn happy customers into evangelists, reducing the cost of acquisition. Align marketing and sales strategies with customer-centric values.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

OCTOBER 31, 2024

Collect and Act on Customer Feedback A customer-centric brand understands the value of feedback for all aspects of its business. Ask customers to rate their experience after each call with a single digit. Collect more in-depth data through a customer feedback questionnaire every month. Accessed 30/10/2024.

Call Center 195

Call Center Metrics Self Service Effort Score 195

Experience Investigators by 360Connext

MARCH 26, 2024

Coresight Research) Meet New York’s Chief Customer Experience Officer (StateScoop) Resources Mentioned: Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue?

Banking 178

Banking Advertising ROI B2B 178

DCX

NOVEMBER 10, 2024

Journey-Centric Design: Zoom Out for CX Wins Choice Isn’t the Enemy—It’s the Advantage The Tech Supercycle: Brace Yourself Why Friendly Staff Are CX Gold Mastercard’s AI Game: Faster Service, More Sales NEW from DCX: Train Every Department on Customer-Centricity: How to Make It Real for Them!

Customer Journeys 52

Customer Journeys Customer Centricity Trends Innovation 52

CSM Magazine

NOVEMBER 21, 2024

TTEC Digital Named Major Contender in Everest Group’s 2024 PEAK Matrix for Mid-market Digital Transformation Services. Earlier this year, TTEC was recognized as a Leader in Everest Group’s 2024 Customer Experience Management Services PEAK Matrix ® Assessment for the Americas. TTEC Holdings Inc.,

Case Study 52

Case Study Roadmap Innovation Contact Center 52

ChurnZero

DECEMBER 19, 2024

They’re creative, data-driven, customer-centric, innovative, and impactful. Theyquestion the status quo, and relentlessly pursue their customers’ success, using ChurnZero software to power their initiatives and achieve breakthrough results. Our customers are much happier too, says Dustin.

Customer Success 52

Customer Success Meeting Self Service ROI 52

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. Excellent customer support : Users appreciate the responsive customer service, including the attentive sales team and supportive helpdesk.

Report 115

Report Effort Score Customer Centricity User Experience 115

InMoment XI

OCTOBER 4, 2024

A customer’s experience doesn’t start and end with purchasing your product or service. Managing this experience through a customer-centric approach can help businesses strengthen their customer relationships for long-term success. What is Customer Experience Management? Encourage a customer-centric culture.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Adrian Swinscoe

NOVEMBER 13, 2024

I’ve followed HubSpot’s progress over the years from them pioneering the inbound marketing space over 15 years ago to where they are now a provider of […] The post Unlocking Growth: Key Insights from HubSpot’s GROW Europe 2024 Event first appeared on Adrian Swinscoe.

Marketing 64

Marketing Customer Journeys Customer Centricity Customer Retention 64

CSM Magazine

NOVEMBER 26, 2024

As everyday prices remain high, putting increasing pressure on households and their hard-earned cash, never has it been more important for utility companies to get on top of their customer service. Especially as customer-centric companies are said to be 60% more profitable than companies that aren’t.

Customer Centricity 52

Customer Centricity Technology Self Service Customer Journeys 52

DCX

NOVEMBER 17, 2024

A customer-first cancellation process shows you’re the kind of brand people can trust, even when they’re walking away. It’s packed with strategies to get every department—from customer service to sales, product, tech, finance, and HR—on board with customer-centric practices. That trust?

Social Media 52

Social Media Leadership Customer Centricity Tips 52