Kristina Evey

SEPTEMBER 13, 2018

I was recently at a business conference at a highly regarded venue. Upon the conclusion as everyone was walking out to their cars, I overheard several conversations focusing on two extreme irritations during the conference. The point… the conference content was wonderful. Frustration Drives People Away. The food was great.

Customer Experience 243

Customer Experience Conference Customers Connections 243

InMoment XI

APRIL 27, 2017

I spoke to conference attendees about the importance of human touch in an automated world. The age of automation is going to be the age of do it yourself.” — Marshall McLuhan, 1964 I recently had the pleasure of delivering the closing keynote at CXFusion 2017. This topic is a daily tug-of-war we’re all experiencing at. View Article

Conference 249

Conference 249

IntouchInsight

JUNE 19, 2019

In this recap of Forrester's CX NYC conference, we share what analysts and top brands are saying about the importance of humanizing the customer experience.

Customer Experience 240

Customer Experience Conference Customers Brands 240

InMoment XI

SEPTEMBER 28, 2022

As a qualitative researcher with 30 years of experience, I consistently find that there is no substitute for gaining a complete understanding of a customer’s story than by talking to customers live, whether it’s in person, on the phone, or via video conference.

Customer Journeys 418

Customer Journeys Customer Experience Exercises Consulting 418

Kerry Bodine

JULY 21, 2020

While some in-person customer experience conferences in parts of the world less affected by the pandemic seem to be moving forward for fall 2020, there’s no clear indication of when the global events industry will get back to some kind of new normal. Use this list of online CX events to get started — no matter where you are in the world!

Customer Experience 177

Customer Experience Conference Course Training 177

InMoment XI

MARCH 26, 2020

The Importance of Listening Imagine a scenario where you just met a new CX colleague for the first time at a conference or other similar professional networking event. The two of you introduce yourselves to one another after which the person you just met launches into a personal story around something personally interesting to them.

Conference 221

Conference 221

GetFeedback

FEBRUARY 6, 2019

Whether you’re hosting a conference, a fundraising event, or an annual gala, you care about the impression you leave on your guests. Event and conference surveys are a great way to capture attendee feedback without spreading yourself too thin. Making the Most of Attendee Feedback.

Tips 276

Tips Feedback Survey Conference 276

Lumoa

NOVEMBER 15, 2017

More meetings and conferences. However, the opportunity is still open as only 5% of companies has managed to adopt it in scale. We are excited about the next year. More product development. More customer experience. More Lumoa. A few more pictures. Pictures taken by Verena Rentrop.

Competitive Advantage 284

Competitive Advantage Conference Feedback Analysis 284

Experience Matters

JUNE 15, 2020

Adobe pivoted to a 100% Digital Summit, in their words “the digital experience conference has gone digital”, Google Cloud Next Read More. In this rapidly changing environment, just about every organization and industry has needed to ramp up its digital capabilities. For instance, we found a surge in: Virtual events.

Conference 222

Conference Industry Company Management 222

GetFeedback

JANUARY 6, 2020

Event and conference surveys are a great way to capture attendee feedback after the big day is over. Here are 10 quick tips on sending post-event surveys.

Tips 195

Tips Feedback Conference Survey 195

C3Centricity

APRIL 17, 2019

Just like most entrepreneurs and business people, I go to my fair share of conferences. The conference that changed many of my views on modern marketing was one about how business people, not just marketers, can break through our self-limiting behaviours. After the conference, I would say that in my opinion, not much.

Marketing 200

Marketing Technology Customer Centricity Conference 200

GetFeedback

NOVEMBER 23, 2019

And that is the word that we are all anchored to today and at this conference and it is: together.” . In this article, we cover the key CX takeaways from this year’s Dreamforce conference. This year, Salesforce announced the next steps in its Einstein Voice project, which was introduced at last year’s conference.

Conference 48

Conference Case Study Fashion Customer Expectations 48

eglobalis

NOVEMBER 5, 2024

” – The Conference Board “Top 10 people to know in Silicon Valley.” .” – ZDNet “Top 20 digital transformation pros you need to follow.” ” – The AI Journal “Top AI Leader.” ” – Rethink Industries “The futurist we all need now.”

Leadership 391

Leadership Innovation Social Media Trends 391

Kerry Bodine

APRIL 4, 2018

When I bumped into a former colleague at a recent conference, he was eager to chat about a journey mapping initiative his organization (a major financial services provider) was kicking off. But I got a blank look when I asked what journeys his team planned to focus on. “We We were going to do the whole lifecycle,” he told me. “We

Customer Journeys 308

Customer Journeys B2C Insurance B2B 308

CloudCherry

AUGUST 26, 2019

A recent snapshot of survey results from Forrester’s CX NYC 2019 conference shows where B2B companies stand in the battle for CX dominance. Most importantly, it requires buy-in throughout your organization, starting at the highest level. Forrester’s Snapshot of B2B CX Programs.

B2B 199

B2B Conference Metrics B2C 199

GetFeedback

APRIL 15, 2019

Good event marketing is about more than simply hosting a conference or fundraiser. But you’d be surprised how often you get answers that you can address immediately, like “The conference room is too hot” or “The volume is too low.” But they should be. Use post-event survey questions to learn how to improve future events.

Survey 207

Survey Transportation Conference Hotels 207

InMoment XI

AUGUST 31, 2023

Reason #4: The Conference is More Practical Than Ever The event has been crafted to provide you with an insider’s perspective on a selection of EMEA’s most successful experience programmes. Hear what our delegates had to say about last years’ event! Reason #5: Hear from our Exclusive Partner, NPSx by Bain & Company!

Conference 195

Conference ROI Banking Customer Voice 195

CX Accelerator

MAY 15, 2019

To that end, Jeff leaves us with some conference-related pointers that can help us improve the quality of our experience a the Expo: Balance Quality & Quantity: Conferences can really overload you with content! You can often leave with a notebook full of ideas but no clue how to implement them.

Contact Center 51

Contact Center Customer Service Conference Exercises 51

CX Accelerator

MAY 25, 2022

She is known for her thought leadership, speaking about CS, CX and self-care for contact center agents at business conferences such as Zendesk Relate and ICMI Expo. She also created a Premium Instructor Udemy online training course, "Your Customer Service Tool Box: Best Practices for Beginners" for customer service agents.

Self Service 316

Self Service Social Media Contact Center Knowledge Base 316

Calabrio

MAY 6, 2019

The ICMI Contact Center Expo is a great conference to submerge yourself in meaningful content; learn how to take back to your workforce, listen to expert speakers and network with the industry’s leading-edge vendors. We’ll be navigating the tides of transformation at ICMI Contact Center Expo from May 13–16 at The Diplomat Resort in sunny Ft.

Contact Center 193

Contact Center Social Media Conference Analytics 193

BlueOcean

MARCH 31, 2022

In the post -game press conference, the rookie Butler made it clear he didn’t just get lucky. Butler read a shotgun play from Seattle’s QB Russell Wilson and reacted with lightning reflexes, robbing the Seahawks of what looked like certain victory.

Contact Center 296

Contact Center Sports Conference Resources 296

IntouchInsight

AUGUST 25, 2022

As the summer comes to a close and brands look ahead to 2023, Cameron Watt, President & CEO of Intouch Insight, addressed attendees of the Outlook Leadership Conference in Asheville, North Carolina.

Conference 156

Conference Leadership Survey Consumers 156

CloudCherry

SEPTEMBER 1, 2019

Matt is a sought-after speaker and advisor to management teams around the world, having presented his findings at a wide range of industry conferences as well as to hundreds of senior executive teams around the world, including those of many Fortune 500 companies.

Conference 244

Conference Study Sales Leadership 244

IntouchInsight

SEPTEMBER 8, 2021

After a rollercoaster of a year, Cameron Watt, President and CEO of Intouch Insight, was back and in person at the 2021 Outlook Leadership Conference in Los Angeles!

Consumers 156

Consumers Conference Leadership Report 156

GetFeedback

JUNE 10, 2019

IAM Weekend is a yearly conference for creative thinkers and organizations to discuss the future of internet culture. Right after the conference, the organizers sent a form out which felt like the conference itself: the survey was fun and refreshing to fill in.

Feedback 199

Feedback Survey Conference Airlines 199

Heart of the Customer

MAY 6, 2022

If you want to fill a room at a conference, just put the word “metric” in your session title, and you’re good to go. We CX folks love to discuss measurement. Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs. That’s because we spend so many of our waking […].

Net Promoter Score 148

Net Promoter Score Measurement Effort Score How To 148

BlueOcean

OCTOBER 4, 2022

It’s been three years since the last in-person conference, and this gathering was a triumphant return to face-to-face knowledge share and ideation. The conference was exceptionally valuable and every bit mind-blowing. That’s just one bite of insight coming out of last month’s CXOutsourcers Mindshare event in Las Vegas.

Conference 156

Conference Entertainment Employee Experience Contact Center 156

GetFeedback

DECEMBER 26, 2018

Conference and event feedback. When to use CSAT. Any time you want customer insight into one of the following areas, you can use a CSAT survey: Customer support interactions. Sales interactions. Customer onboarding. Overall customer health and sentiment. Sales and product satisfaction. Website and online checkout process.

Customer Satisfaction 286

Customer Satisfaction Measurement How To Net Promoter Score 286

CX Accelerator

NOVEMBER 26, 2019

Ryan Freeland, a Design Strategist at MHI, shared that his team produced a mini-conference to teach their partners design thinking and work together to find solutions to the biggest challenges their organization faces. Some of the answers were so inspiring!

Contact Center 243

Contact Center Airlines Conference Travel 243

Customer Bliss

OCTOBER 30, 2018

Instead, her behavior was talked about at a conference, in this book, and likely across a lot of social media. The hotel clerk could have easily walked out a few steps into the kitchen where the coffee was surely brewing by then, and then she could have simply gotten Ms. Leondakis a cup of coffee.

Case Study 256

Case Study Study Hotels Chief Customer Officer 256

GetFeedback

FEBRUARY 12, 2019

Event Feedback: Take a pulse on the attendee experience at different points throughout the event, like after someone checks in, attends a keynote, or leaves the conference. Delivery Feedback: Right after your customer receives a shipment or delivery, understand if the experience met their expectations. Want to learn more?

Omni-Channel 236

Omni-Channel Transportation Survey Comparison 236

Experience Investigators by 360Connext

AUGUST 3, 2021

All across the internet, at the conferences you attend, in articles not too dissimilar from this one… experts are more than happy to tell you what your customers like, what they don’t like, and what they want. Three Activities for Customer Experience Quick Wins: 1. What do customers really want?

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

Experience Investigators by 360Connext

AUGUST 23, 2018

Part conference and part expo, Customer Contact Week (CCW) is the largest customer contact event series in the world! Emotions drive customer decisions, so taking care of them is the most important job you have! Want to learn a TON more about Customer Empathy? Then claim your 20% discount and join us in Austin this October!

Customer Journeys 151

Customer Journeys Touchpoint Loyalty Programs Contact Center 151