Video: Oh The Humanity…
InMoment XI
DECEMBER 31, 2011
Organizations must learn from their failures in 2011 to grow the business successfully in 2012.
December, 2011
150 
Poor customer service results in long term brand damage
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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3 Resolutions for Excellent Customer Service in 2012
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
Bread and butter customer service
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.
How AI Is Revolutionizing Contact Centers: 2025 Strategy + ROI Playbook
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
I Love Amsterdam; Mainland Chinese Love Hong Kong
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 […].
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Video: Oh The Humanity…
InMoment XI
DECEMBER 31, 2011
Organizations must learn from their failures in 2011 to grow the business successfully in 2012
Four Ways Senior Leaders Can Be Aware of Customer Issues
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.
3 Resolutions for Excellent Customer Service in 2012
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
The Contact Center’s Opportunity to Deliver Strategic Value
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.
State of AI in Sales & Marketing 2025
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Paris 2011: The New Total Customer Experience (TCE)
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 […].
Situation Management: What’s Next in NG9-1-1
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
Oh The Humanity…
InMoment XI
DECEMBER 31, 2011
Organizations must learn from their failures in 2011 to grow the business successfully in 2012
Airports and excellent customer service – can it really be?
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.
Next-Gen Cloud Contact Centers For Dummies®
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
3 Resolutions for Excellent Customer Service in 2012
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
The Contact Center’s Opportunity to Deliver Strategic Value
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.
Timing Is Everything
InMoment XI
DECEMBER 22, 2011
Understanding why your customers enter the market when they did is important in developing strategic initiatives.
Timing Is Everything
InMoment XI
DECEMBER 22, 2011
Understanding why your customers enter the market when they did is important in developing strategic initiatives
The Ultimate Blueprint for an AI-First Contact Center
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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
Timing Is Everything
InMoment XI
DECEMBER 22, 2011
Understanding why your customers enter the market when they did is important in developing strategic initiatives
Video: Was the LA Auto Show Worth It?
InMoment XI
DECEMBER 21, 2011
Millions are spent on auto shows. Is it worth it?
Marketing Myopia and the 21st Century Automotive Business
InMoment XI
DECEMBER 21, 2011
Redefining what an auto company does could be useful.
Video: Was the LA Auto Show Worth It?
InMoment XI
DECEMBER 21, 2011
Millions are spent on auto shows. Is it worth it?
Making the Moment: The Art of Creating Events That Drive Results
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
Marketing Myopia and the 21st Century Automotive Business
InMoment XI
DECEMBER 21, 2011
Redefining what an auto company does could be useful
Was the LA Auto Show Worth It?
InMoment XI
DECEMBER 21, 2011
Millions are spent on auto shows. Is it worth it?
Marketing Myopia and the 21st Century Automotive Business
InMoment XI
DECEMBER 21, 2011
Redefining what an auto company does could be useful
The World Champion at Play
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.
Relevance, Reach, Return: How to Turn Marketing Trends From Hype to High-Impact
Speaker: Alexa Acosta, Director of Growth Marketing & B2B Marketing Leader
Marketing is evolving at breakneck speed—new tools, AI-driven automation, and changing buyer behaviors are rewriting the playbook. With so many trends competing for attention, how do you cut through the noise and focus on what truly moves the needle? In this webinar, industry expert Alexa Acosta will break down the most impactful marketing trends shaping the industry today and how to turn them into real, revenue-generating strategies.
Voice of Customer Matures, But…
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
Voice of Customer Matures, But…
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
Voice of Customer Matures, But…
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
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