InMoment XI
DECEMBER 16, 2011
For those who haven’t seen this video, this is cool. Sebastian Vettel at the wheel of the Red Bull simulator doing a lap of Spa. Why can’t all video games be like this? We talk a lot in the industry about “fun to drive.” This is fun to drive! Enjoy.
Service Untitled
DECEMBER 5, 2011
American Express Global Customer Barometer, a survey conducted in ten countries examined the public attitudes and preferences of consumers toward customer service. While Australian customers ranked high as the most vocal when it comes to bad customer service, the results and feelings of consumers are still universal. Just think about the effects of poor customer service on our own shores and how easily bad news spreads so quickly.
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Pretium Solutions
DECEMBER 26, 2011
Well, the ribbons are barely off the holiday packages and we are still digesting the last of the figgy pudding, so that means it must be time for us to fill the air with lots of resolutions for 2012. In these waning days of 2011, we hear much pontificating on those things that will make life better for everyone in 2012. Many of these resolutions will be fairy tale fancies that do not even have a chance of coming true … but this is also a time when we can honestly reflect on worthy and important
Very Best Service
DECEMBER 8, 2011
'Is it the end of bread and butter service ? The increasing sophistication of marketing tools and techniques mean that many businesses have upped their game to improve the shopping experience they offer to their customers. These activities can lead to the creation of extra layers of costs and inefficiencies which are not always fully valued by the customers.
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Sampson Lee
DECEMBER 1, 2011
Alice Tse loves Amsterdam and Mainland Chinese love Hong Kong for different reasons; identify your battles – touch-point experiences – to win and to lose. I amsterdam: A City of Differences by Alice Tse, Global CEM Operations Director – Hong Kong ‘I amsterdam’ is the name of the official English-language website for the City of […].
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
DECEMBER 12, 2011
It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Some things do get better with age, and a finely-honed VoC initiative is no exception. This is a reminder, however, to continue sweating the small stuff. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthus
Service Untitled
DECEMBER 13, 2011
There are four key ways that senior leaders can make sure they stay in the loop regarding customer issues: 1. Spend Time Talking to Employees. Senior leaders should use a structured process for interacting with employees so front-line issues can be discussed. This is important for both leaders and as well as employees in that it makes workers feel valued but also helps senior management better understand the things staff are dealing with.
Pretium Solutions
DECEMBER 27, 2011
Customer experience research from the Customer Contact Council tells us that reducing customer effort is a critical component in building customer loyalty. The more actual, or even perceived, effort customers must invest in the customer experience, the lower the chances they will start or continue down the road toward product, brand or company loyalty – the Loyalty Highway.
Brad Cleveland Blog
DECEMBER 7, 2011
By harnessing what’s learned from interacting with customers, contact centers (call centers) have enormous potential to provide valuable intelligence and support to other parts of the company.
Speaker: Amanda Adams, Fractional CFO, CPA
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Sampson Lee
DECEMBER 1, 2011
Ro King and her niece explore Paris through emerging channels and touch-points in the era of Internet—managing your brand equals managing the TCE. Summer in Paris by Ro King, Global CEM International Partner – the United States Many teenage girls dream of visiting Paris and this summer, I was able to make that dream come […].
Customer Interactions
DECEMBER 6, 2011
'In the universe of public safety communications, the stars seem to be aligning for Next Generation 9-1-1 (NG9-1-1). NG9-1-1 standards have taken shape and, by all reports, some emergency communications centers will be ready to receive live Next Gen 9-1-1 calls in the near future. Exactly when the complete transition to NG9-1-1 will take place is not entirely clear, but one thing is certain: when the mass migration does take place it will bring with it a flood of information—text, still im
InMoment XI
DECEMBER 12, 2011
It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Some things do get better with age, and a finely-honed VoC initiative is no exception. This is a reminder, however, to continue sweating the small stuff. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthus
Service Untitled
DECEMBER 12, 2011
The next time you’re sitting in one of those impossibly uncomfortable hard plastic seats at Newark International Airport and you see a suggestion box hidden somewhere, slip a picture of Singapore’s Changi International Airport in there. It’s certain to be an experience any traveler will remember for years to come. In the online blog The Middle Seat , Scott McCartney writes about Andrew Tregonning and his wife’s experience covering the joys of an airport.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Pretium Solutions
DECEMBER 27, 2011
Customer experience research from the Customer Contact Council tells us that reducing customer effort is a critical component in building customer loyalty. The more actual, or even perceived, effort customers must invest in the customer experience, the lower the chances they will start or continue down the road toward product, brand or company loyalty – the Loyalty Highway.
Brad Cleveland Blog
DECEMBER 7, 2011
By harnessing what’s learned from interacting with customers, contact centers (call centers) have enormous potential to provide valuable intelligence and support to other parts of the company.
InMoment XI
DECEMBER 12, 2011
It has been a joy to watch our clients’ Voice of Customer initiatives season and mature over the last few years. Some things do get better with age, and a finely-honed VoC initiative is no exception. This is a reminder, however, to continue sweating the small stuff. Specifically, I mean reacting to tactical customer feedback in a prompt fashion: Addressing customer concerns and complaints swiftly and sincerely with empathy, and responding quickly to customer compliments to reinforce their enthus
InMoment XI
DECEMBER 8, 2011
In a recent industry presentation, Volkswagen of America’s President and Chief Executive Jonathan Browning said one of the key pillars of his growth strategy will be the improvement of customer satisfaction. Browning is not alone in making such a statement as other executives have established similar goals for their organizations. I find this very interesting.
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
InMoment XI
DECEMBER 8, 2011
In a recent industry presentation, Volkswagen of America’s President and Chief Executive Jonathan Browning said one of the key pillars of his growth strategy will be the improvement of customer satisfaction. Browning is not alone in making such a statement as other executives have established similar goals for their organizations. I find this very interesting.
InMoment XI
DECEMBER 8, 2011
In a recent industry presentation, Volkswagen of America’s President and Chief Executive Jonathan Browning said one of the key pillars of his growth strategy will be the improvement of customer satisfaction. Browning is not alone in making such a statement as other executives have established similar goals for their organizations. I find this very interesting.
InMoment XI
DECEMBER 22, 2011
Understanding why your customers enter the market when they did is important in developing strategic initiatives.
InMoment XI
DECEMBER 22, 2011
Understanding why your customers enter the market when they did is important in developing strategic initiatives
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
InMoment XI
DECEMBER 22, 2011
Understanding why your customers enter the market when they did is important in developing strategic initiatives
InMoment XI
DECEMBER 31, 2011
Organizations must learn from their failures in 2011 to grow the business successfully in 2012.
InMoment XI
DECEMBER 31, 2011
Organizations must learn from their failures in 2011 to grow the business successfully in 2012
InMoment XI
DECEMBER 31, 2011
Organizations must learn from their failures in 2011 to grow the business successfully in 2012
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
InMoment XI
DECEMBER 21, 2011
Redefining what an auto company does could be useful.
InMoment XI
DECEMBER 21, 2011
Redefining what an auto company does could be useful
InMoment XI
DECEMBER 21, 2011
Redefining what an auto company does could be useful
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