InMoment XI

OCTOBER 24, 2024

A customer engagement platform is a tool that allows businesses to interact with customers on different platforms, all in one place. Customer engagement platforms consolidate customer data into one location and provide tools to engage customers consistently and personally, regardless of how they interact with your business.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

InMoment XI

OCTOBER 31, 2024

You can measure AES by surveying agents on how much effort they have to put into customer interactions. Offer multiple interaction channels to customers so they don’t have to rely on calls alone. Average Time in Queue (ATQ) ATQ measures the average wait time customers experience before connecting with an agent.

Call Center 195

Call Center Metrics Self Service Effort Score 195

BlueOcean

JUNE 26, 2018

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. Paul has earned acclaim for his exceptional management skills in the hospitality field – particularly his ability to generate loyalty with both staff and guests. Empathy is key.

Customer Service 353

Customer Service Hospitality Contact Center Hotels 353

InMoment XI

DECEMBER 17, 2024

A customer experience manager determines, implements, and refines the customer experience strategy to ensure that all customer interactions with a company are seamless, satisfying, and aligned with the organizations values. Supercharge Post-Service Customer Interactions 85% of your data is unstructured. AI unlocks 100% of it.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

DECEMBER 10, 2024

It leverages CX integrations to connect and collect feedback from every channel, making it easier to act on. Encourage Long-Term Engagement Engagement is crucial to keeping customers connected to your brand. Regular interactions remind customers of the value you offer and encourage long-term loyalty.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

Kayako

MARCH 21, 2017

Every interaction we have with our customer influences whether or not they will return. This is why I connected with some fellow support leaders, Andrea Saez , Head of Customer Success at ProdPad , Eva Casado de Amezua , Director of Customer Support at Typeform , and Shaun Van Weelden , Success Engineer at Engagio. Damon Richards.

Interaction 257

Interaction How To Self Service Customers 257

ECXO

DECEMBER 25, 2024

Companies that can master the balance between driving growth and fostering genuine, positive interactions with their customers are not just survivingthey’re thriving. To all of you celebrating Christmas and Hanukkah , we extend our warmest wishes for joy, connection, and peace. Segment feedback into actionable categories (e.g.,

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Blake Morgan

DECEMBER 30, 2024

The hospitality industry in 2024 continues to prioritize emotional connections and guest well-being as key differentiators, with U.S. hotel occupancy rates reaching 67% in October (Statista, 2024).

Guest Experience 69

Guest Experience Hotels Hospitality Entertainment 69

InMoment XI

OCTOBER 17, 2024

What are they hoping to accomplish by interacting with your business? Is there anything additional you’d like to share regarding your interaction with our business/product/service/? If prospects or existing customers have previously interacted with your competitors, you gain useful context into how you can make yourself stand out.

Feedback 195

Feedback Effort Score Survey Customers 195

InMoment XI

NOVEMBER 13, 2024

Here are the key steps for using data analysis to predict churn: Collect and Prepare Data Select and Train a Model Analyze Predictive Patterns Take Proactive Action Collect and Prepare Data Consider diverse data sources that capture customer interactions and behaviors. Begin by analyzing key indicators within your model’s output.

Customer Retention 195

Customer Retention How To Analysis ROI 195

Retently

NOVEMBER 29, 2024

Think about it: from the moment you meet, every glance, every word, and every interaction paints a picture. It’s where curiosity turns into connection – or, if you’re not careful, disinterest. Each stage of the customer journey requires targeted questions that align with the interaction. First impressions in business?

Survey 121

Survey Ecommerce Feedback e-support 121

Blake Morgan

OCTOBER 22, 2024

                                                                                Customer experience and employee experience are deeply connected, and without strong employee experience, brands struggle to deliver memorable customer interactions.

Employee Experience 59

Employee Experience Brands Customer Experience Hospitality 59

InMoment XI

MAY 14, 2022

We’ve proven—time and again—the direct connection between the meaningful differentiation of these experiences and the success of a brand’s CX objectives, such as willingness to return to, recommend, and, ultimately, promote a business. It’s about how we see ourselves, what we aspire to, our connection with the brand, and our identity.

Brands 370

Brands Retail Loyalty Competitive Advantage 370

InMoment XI

JANUARY 17, 2024

In the dynamic world of hospitality, the ability to manage and enhance the guest experience often spells the difference between those who win and those who get left behind. With travel consumers exposed to seemingly limitless hospitality solutions, providing an exceptional guest experience helps differentiate your brand from competitors.

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

BlueOcean

JANUARY 4, 2017

We all know that many, if not most, consumers today prefer to avoid interacting with a live customer service representative if a self-serve option is available. Click here to connect with our director of sales. The evolution of the self-serve customer service solution isn’t exactly headline news as we enter this new year.

Customer Service 223

Customer Service Call Center Hospitality Customer Service Representative 223

ECXO

JUNE 11, 2023

Incorporate interactive elements – interactive elements can engage users and create a more immersive experience. This has resulted in increased bookings and customer satisfaction, and has helped Airbnb disrupt the hospitality industry. That’s a lot to think about for now.

B2B 390

B2B B2C Touchpoint Customer Journeys 390

BlueOcean

MARCH 3, 2025

Michaels Hospital in Toronto, to discuss how partnerships with service suppliers like outsourced contact centers can impact your business objectives. Its about the people we bring to the table and the people the vendor brings to the table connecting. The only interaction so far is the RFP. Its a two-way street.

Contact Center 156

Contact Center Customer Journeys Culture Return on Investment 156

Bill Quiseng

MAY 3, 2023

COMMUNICATE with every customer with a smile, eye contact, and polite interaction. Inform each customer transparently and interactively of the product’s or service’s function, liabilities, and advantages to them. Customers have an emotional connection with you. So don’t serve to sell to customers. Serve to WOW them.

Hospitality 167

Hospitality Social Media Loyalty Connections 167

InMoment XI

JUNE 7, 2024

REPORT Hospitality Reputation Benchmarks Report 2024 InMoment’s 2024 Hospitality Online Reputation Benchmarks Report provides a top-level view of the state of reviews today for the hospitality and restaurant industries — and how these reviews reflect the experiences patients want to have.

Hotels 195

Hotels Management Social Media Hospitality 195

InMoment XI

FEBRUARY 2, 2024

Major Hospitality Conglomerate Masters The Art of Engagement At the heart of one of the biggest dining, entertainment, and hospitality conglomerates in the nation lies a balanced approach to customer feedback: they’ve mastered the art of both reactive and proactive engagement.

Hospitality 195

Hospitality Call Center Retail NPS 195

Customer Bliss

JUNE 20, 2017

Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience. Much of Jackie’s background was in the luxury hospitality industry. Teams were now more connected to what was going on.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

Customer Bliss

OCTOBER 9, 2018

Jude Children’s Research Hospital , where I gave a keynote to their team. Connecting to saving children’s lives. Jude Children’s Research Hospital, visit stjude.org. . I hope you had a fantastic CX Day last week! I was on the road, so I celebrated with my good friend Martin Hand , chief donor officer of St.

Hospitality 111

Hospitality Airlines Video Contact Center 111

Steve DiGioia

MAY 17, 2021

These are 5 things that companies need to design into their customer service interactions. Creating an emotional connection – that’s how you establish a very powerful and unusual emotional relationship with the customer. He says, “Create an emotional connection with the customer. The 5 E’s of Genuine Hospitality.

Customer Service 341

Customer Service e-support Self Service Customers 341

Experience Investigators by 360Connext

OCTOBER 3, 2023

These tools can also identify key themes or trends across huge volumes of interactions. Text analysis is relatively easy to implement so you can start analyzing feedback and information from all sorts of sources, including surveys, interviews, focus groups, social media, and your customer service interactions.

Feedback 270

Feedback How To Social Media Analysis 270

Customer Bliss

SEPTEMBER 19, 2019

In today’s episode, Lisa Allen , the first Chief Patient Experience Officer at Johns Hopkins Hospital shares how she combined her experience and knowledge in anthropology to change the way the organization addresses patient experience. Connect, Partner, and Reflect. Well, you make your own! CX #healthcare Click To Tweet.

Communication 135

Communication Hospitality Healthcare Customer Journeys 135

ECXO

MARCH 21, 2023

In the end, everything is connected. Lead by Design: Design plays a crucial role in customer experience, as it impacts how users perceive and interact with products and services. The Lab is working to eradicate it, based out of Massachusetts General Hospital and Harvard Medical School.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

BirdEye

FEBRUARY 20, 2025

They cover various industrieshospitality, retail, real estate, healthcare, and personal servicesallowing businesses to connect with targeted audiences. Apple Business Connect Apple Business Connect is gaining popularity among Australian users, especially those using iPhones and other Apple devices.

Automotive 94

Automotive Insurance Healthcare Hospitality 94

CSM Magazine

FEBRUARY 6, 2025

Networking Opportunities: Programs featuring connections with alumni in industries known for customer service (like retail, hospitality, or healthcare) can provide career advantages. They emphasize hospitality management, making this program ideal for those pursuing customer service in sectors demanding exceptional attention to detail.

Customer Centricity 52

Customer Centricity Leadership Hospitality Course 52

CSM Magazine

JANUARY 2, 2025

That moment of connection isnt just niceits powerful. Understanding Empathy in Customer Support Empathy is more than a buzzword in customer supportits the foundation of meaningful interactions. It transforms standard interactions into human connections, fostering trust and loyalty. Lets break it down further.

Effort Score 52

Effort Score Case Study Culture Healthcare 52

InMoment XI

OCTOBER 3, 2024

Personalization helps create a deeper connection with customers by showing that your organization cares about their individual needs and preferences. This makes customers feel more connected to your organization. Personalize the Guest Experience Personalization is especially important in the hospitality industry.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

CSM Magazine

JANUARY 2, 2025

That moment of connection isnt just niceits powerful. Understanding Empathy in Customer Support Empathy is more than a buzzword in customer supportits the foundation of meaningful interactions. It transforms standard interactions into human connections, fostering trust and loyalty. Lets break it down further.

Effort Score 52

Effort Score Case Study Culture Healthcare 52

Bill Quiseng

APRIL 18, 2021

When I say social media is bad for customer service, it is because, for retail, hospitality, healthcare, and other bricks-and-mortar customer service positions, it has created a pool of candidates who are lacking in the social skills to connect with and please customers. The other 330 have ignored them – and they are OK with that!

Social Media 167

Social Media Customer Service Self Service Customers 167

TechSee

MARCH 7, 2023

Elizabeth has been leading the conversation on how our new connected homes and devices are changing how we live and documenting service evolution for nearly 25 years. She is also an experienced National Account Manager with a demonstrated history of working in the hospitality industry.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Storyminers

NOVEMBER 2, 2016

I suspect that as people of different backgrounds and interests connect more frequently and share more deeply with each other, they will feel safer and more comfortable. In the next 2-4 years, the Airbnb brand will become stronger and, through more authentic supplier-user interactions, it will earn even greater awareness.

Policies 170

Policies Customer Experience Hospitality Insurance 170

AWS Machine Learning

SEPTEMBER 24, 2024

DoorDash connects consumers with their favorite local businesses in more than 30 countries across the globe. Solution overview For this post, we use a fictional hotel chain example called Example Corp Hospitality Group. This post is co-written with Vraj Shah and Chaitanya Hari from DoorDash.

Knowledge Base 101

Knowledge Base Contact Center Connections Hotels 101

CX University

JANUARY 10, 2025

The answer may lie in understanding patient experiences through tools like the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS). From 2008 to 2013, all measures recorded notable gains, particularly among underperforming hospitals, which narrowed performance disparities. percentage points.

Healthcare 40

Healthcare Technology Self Service Hospitality 40

CSM Magazine

MARCH 19, 2025

The world is becoming more and more globalized such that businesses are now interacting with customers from all corners of the globe more prominently. Registered users benefit from personalized translation memory, meaning frequently used terms and corrections are automatically applied, ensuring greater consistency in customer interactions.

e-support 59

e-support Chatbots Competitive Advantage Case Study 59