InMoment XI

DECEMBER 9, 2024

Generative AI is making waves, societal shifts are redefining expectations, and customer experience design is evolving beyond transactions into transformative journeys. Lets dive into the hottest trends and their implications for experience improvement. Winter 2024 is heating up the CX landscape!

Trends 195

Trends Self Service Roadmap Customer Centricity 195

Lumoa

FEBRUARY 9, 2023

Customer Effort Score (CES) Customer Effort Score (CES) is a customer experience metric used to measure customer effort and customer satisfaction. Customer Engagement Customer engagement is a term used to refer to customer interactions with a company, product, or service.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

BlueOcean

JANUARY 6, 2020

Gartner reveals that of the 70% of customers who start their journey on self-service channels, only 9% resolve their issue there – the vast majority switch channels, creating an exponentially more expensive customer service solution. To put it simply: focus on your holistic customer experience design before you add new channels.

Omni-Channel 177

Omni-Channel Customer Care Self Service Wait Times 177

CX Journey

MAY 26, 2016

There are a lot of B2B2C customer experience design examples to support this need, this scenario, but my favorite (and a very powerful one) is the story of how Doug Dietz, the principal designer for GE Healthcare, transformed the MRI experience for patients (the C) and ultimately made their partners (the Bs) successful.

Customer Experience 109

Customer Experience Hospitality Healthcare B2B 109

Interactions

JUNE 18, 2020

With the right application design, this solution will not only improve agent experience, but will also allow the call center to handle more calls while eliminating wait times. Long wait times, outdated automated systems, and other inefficiencies add to that frustration.

Technology 71

Technology Contact Center Virtual Agent Wait Times 71

CX Journey

NOVEMBER 24, 2015

Now, think about the next time you need to call. I know how painful it can be to call customer service. And then the wait time for a rep to actually take/answer your call. And you can see how this system can help companies deliver on the four customer experience design requirements I outlined above.

Customer Service 80

Customer Service Call Center Case Study Customers 80

Solvvy

APRIL 11, 2022

People are more stressed than ever, so it’s no surprise that customer service agents are feeling the heat when interacting with customers frustrated by shipping delays, product supply issues, website questions and…bad days. So how can we de-escalate angry customers?

Self Service 91

Self Service Guidelines Customers Knowledge Base 91