InMoment XI
APRIL 27, 2012
One of the many benefits of having teenage sons is that they bring to your attention things that are potentially very interesting. To that end, our oldest sent me a link to a new video game that was only a matter of time. Those who have played (or watched our kids play) Roller Coaster Tycoon, View Article.
Pretium Solutions
APRIL 12, 2012
Any customer experience may be so typical that sometimes you don’t even notice it anymore. You walk into a retail outlet, a fast food restaurant or a convenience store and the person serving you looks at you through bleary eyes, almost completely disinterested in your needs or wants, says a scripted “Can I help you?” and then embarks on the mostly disengaged process of filling your order.
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Customer Input
APRIL 1, 2012
'Customer input Ltd announces today the launch of CEM HA Suite, the first ever total customer experience management solution. It automates in-depth analysis of customer attitudes, behaviors and needs across all company touch-points and includes company policies and procedures management and training modules.
Service Untitled
APRIL 15, 2012
Last evening a group of us went out to dinner at a popular Italian restaurant. One has to realize that South Florida – namely Palm Beach County is rich with tourists, snowbirds, and an occasional rude diner which gives us the opportunity to learn by someone’s mistakes. Our party was only seated for a few minutes when a rather rude uproar began at the next table.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Very Best Service
APRIL 12, 2012
'What is the link between a fish and customer service ? Better hope that there are none. Unless you operate in the fish industry, it is better to avoid fishy customer service practices. There are no clear universal pointers as to what ''fishy'' means but it could include known sub-standard operations, unfair practices, insufficient documentation, misleading advertising and many more horrible items that we can not quote in a blog dedicated to good customer service.
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
APRIL 27, 2012
One of the many benefits of having teenage sons is that they bring to your attention things that are potentially very interesting. To that end, our oldest sent me a link to a new video game that was only a matter of time.
Pretium Solutions
APRIL 25, 2012
Optimizing call center performance can be a tricky proposition for call center leaders and managers. There is so much to think about – systems, processes, technology, customer service agents , supervisors, KPIs, loyalty metrics, service channels – the list goes on and on. The pressure to succeed can be intense, sometimes overwhelming, and the challenges just seem to keep coming.
Customer Input
APRIL 1, 2012
Customer input Ltd announces today the launch of CEM HA Suite, the first ever total customer experience management solution. It automates in-depth analysis of customer attitudes, behaviors and needs across all company touch-points and includes company policies and procedures management and training modules.
Service Untitled
APRIL 11, 2012
Mother’s Day is coming, and with that comes the busiest day of the year for florists. Many of us order our flowers over the phone or the Internet, and since holidays are a one shot deal when it comes to flowers being at their required destination on time, we as consumers hold florists to a high level of “flower” responsibility. This past Valentine’s Day, Washington Post’s Melissa Bell stated, “Love hath no fury like a flower customer scoffed.” It seems a
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Brad Cleveland Blog
APRIL 26, 2012
Terms related to social media are quickly evolving, and must be used and interpreted in context. For example, I’m often asked for advice on shaping a “social strategy.” It’s an important question — but without further definition, can be overly vague. Social media is a vast and ever-expanding array of platforms, tools and capabilities.
Customer Interactions
APRIL 16, 2012
'In this blog published in SMT Online, NICE’s EMEA Security marketing manager Jamie Wilson, a security expert and self-described sports enthusiast, examines the current state of stadium security in light of recent events and the upcoming London 2012 Olympics games.
InMoment XI
APRIL 27, 2012
One of the many benefits of having teenage sons is that they bring to your attention things that are potentially very interesting. To that end, our oldest sent me a link to a new video game that was only a matter of time.
Pretium Solutions
APRIL 4, 2012
I stumbled on a statistic this morning that absolutely blew my mind. Maybe I hadn’t had enough coffee yet, but I literally went bug-eyed. “People on Facebook share approximately 1 million links every 20 minutes.”. Enthusiastically, I repeated this out loud to my 16-year old daughter who looked at me like I had two heads and almost snickered, “Uh, yeah Mom, what about it?”.
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InMoment XI
APRIL 24, 2012
I was encouraged last week when I received a message from a reader of The Ride who lives in Japan and works for an auto manufacturer there. It points out the truly global nature of our business and in that vein, I want to share with you a great study that my colleagues in our. View Article.
InMoment XI
APRIL 24, 2012
The fundamental goal of the fledgling CX discipline is not to gold-plate company offerings. It’s to treat target customers in a way that increases long-term company profitability. Most managers don’t get that.
InMoment XI
APRIL 24, 2012
I was encouraged last week when I received a message from a reader of The Ride who lives in Japan and works for an auto manufacturer there. It points out the truly global nature of our business and in that vein, I want to share with you a great study that my colleagues in our.
InMoment XI
APRIL 24, 2012
The fundamental goal of the fledgling CX discipline is not to gold-plate company offerings. It’s to treat target customers in a way that increases long-term company profitability. Most managers don’t get that.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
InMoment XI
APRIL 24, 2012
I was encouraged last week when I received a message from a reader of The Ride who lives in Japan and works for an auto manufacturer there. It points out the truly global nature of our business and in that vein, I want to share with you a great study that my colleagues in our.
InMoment XI
APRIL 24, 2012
The fundamental goal of the fledgling CX discipline is not to gold-plate company offerings. It’s to treat target customers in a way that increases long-term company profitability. Most managers don’t get that.
InMoment XI
APRIL 19, 2012
We are now more than a year removed from the devastating earthquake and tsunami that rocked Japan. Much has been written about the far reaching effects of that disaster and the effects continue. In the April 2nd edition of Automotive News in the article “Electric shortages worry Japan” Hans Greimel warns of electricity shortages the. View Article.
InMoment XI
APRIL 19, 2012
We are now more than a year removed from the devastating earthquake and tsunami that rocked Japan. Much has been written about the far reaching effects of that disaster and the effects continue. In the April 2nd edition of Automotive News in the article “Electric shortages worry Japan” Hans Greimel warns of electricity shortages the.
Speaker: Lauren Barash, Vice President, Brand Marketing
In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program
InMoment XI
APRIL 19, 2012
We are now more than a year removed from the devastating earthquake and tsunami that rocked Japan. Much has been written about the far reaching effects of that disaster and the effects continue. In the April 2nd edition of Automotive News in the article “Electric shortages worry Japan” Hans Greimel warns of electricity shortages the.
InMoment XI
APRIL 16, 2012
My wife and I had dinner the other week with Dennis Bruce and his wife. For those who live outside of Canada, you may be not familiar with Dennis, but in Canada, he is best known for being “the guy” who came up with Freedom 55. Dennis has headed up various agencies in different parts. View Article.
InMoment XI
APRIL 16, 2012
My wife and I had dinner the other week with Dennis Bruce and his wife. For those who live outside of Canada, you may be not familiar with Dennis, but in Canada, he is best known for being “the guy” who came up with Freedom 55. Dennis has headed up various agencies in different parts.
InMoment XI
APRIL 16, 2012
My wife and I had dinner the other week with Dennis Bruce and his wife. For those who live outside of Canada, you may be not familiar with Dennis, but in Canada, he is best known for being “the guy” who came up with Freedom 55. Dennis has headed up various agencies in different parts.
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
InMoment XI
APRIL 12, 2012
In the film Five Easy Pieces, Jack Nicholson depicts the surly oil rig worker Robert Eroica Dupea. Shot in 1970, the chicken salad sandwich scene lives on in film history. The clip not only gives us good insight into Nicholson’s character, but 42 years later I believe it also gives us great insight into the. View Article.
InMoment XI
APRIL 12, 2012
In the film Five Easy Pieces, Jack Nicholson depicts the surly oil rig worker Robert Eroica Dupea. Shot in 1970, the chicken salad sandwich scene lives on in film history. The clip not only gives us good insight into Nicholson’s character, but 42 years later I believe it also gives us great insight into the.
InMoment XI
APRIL 12, 2012
In the film Five Easy Pieces, Jack Nicholson depicts the surly oil rig worker Robert Eroica Dupea. Shot in 1970, the chicken salad sandwich scene lives on in film history. The clip not only gives us good insight into Nicholson’s character, but 42 years later I believe it also gives us great insight into the.
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