Video: Paris Motor Show – Day One
InMoment XI
SEPTEMBER 28, 2012
With Europe struggling, events like the Paris Motor Show take on greater importance. Here’s some reflections from Paris. Have a good weekend. Chris.
September, 2012
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Customer service agents are also sales people
Service Untitled
SEPTEMBER 5, 2012
Although a customer service agent might be overheard saying they prefer to be in the background when it comes to sales positions, the talents of customer service representatives also take a paramount position in successful sales and marketing. The leadership role, as well as the emotional tone and empathy a customer service agent can impart upon a customer, is what can make a lasting impression that may either result in the consumer moving on to the next company and competition or singing a com
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Security Companies Bet on Latin America
Customer Interactions
SEPTEMBER 12, 2012
'The business world’s attention is on Latin America. More specifically, on Brazil. With purchasing power expanding across all socio-economic classes, the Brazilian economy is booming. Furthermore, while the global economic recession has affected public and private spending in other countries around the world, it has not touched Brazil, which makes the country even more attractive for foreign companies looking to ride the wave of growth.
Customer service: are you trading on thin ice?
Very Best Service
SEPTEMBER 17, 2012
'Is your company trading on thin ice? Any company''s approach to customer service must be solid. Whilst it might be tempting to go to market quickly, putting only limited care in assessing the environment might present some serious risks. If the customer fundamentals have been misjudged, a sunny start to trading activities might quickly turn into a disaster scenario.
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.
How to Build Profitable Relationships
Brad Cleveland Blog
SEPTEMBER 7, 2012
Brad explains how successful organizations cultivate profitable relationships. Steps include understanding your customers, interacting with them personally, segmenting them sensibly, retaining the right customers, anticipating customers needs and offering solutions, increasing the value you provide, presenting a “single face” for your customers, creating business rules to automate processes, empowering your employees, and others.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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Video: Paris Motor Show – Day One
InMoment XI
SEPTEMBER 28, 2012
With Europe struggling, events like the Paris Motor Show take on greater importance. Here’s some reflections from Paris. Have a good weekend.
Video: Lexus Spices It Up
InMoment XI
SEPTEMBER 28, 2012
The Lexus LF-CC concept made its debut at the Paris Motor Show and its sporty and distinctive styling furthers the objective of spicing up the brand. See what you think.
Paris Motor Show – Day One
InMoment XI
SEPTEMBER 28, 2012
With Europe struggling, events like the Paris Motor Show take on greater importance. Here’s some reflections from Paris. Have a good weekend.
Lexus Spices It Up
InMoment XI
SEPTEMBER 28, 2012
The Lexus LF-CC concept made its debut at the Paris Motor Show and its sporty and distinctive styling furthers the objective of spicing up the brand. See what you think.
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.
Customer Engagement Roadmap: How Will We Know When We Get There?
InMoment XI
SEPTEMBER 26, 2012
Companies that implement customer engagement or customer experience programs must know the foundational factors that create a customer centric culture, such as great leadership and targeted communication. However, knowing where you are going and what success looks like for your company, and your business objectives are just as important as the foundational activities.
The Minds of Millionaires
InMoment XI
SEPTEMBER 26, 2012
Previously in this space we discussed how wealthy investors could influence the upcoming Presidential election. Now, we want to take a look at another important, although somewhat more elite group, millionaires. The thoughts and feelings of millionaires should interest not only political candidates, but also investment firms. As part of a poll that Maritz Research.
What’s going on in consumers’ minds when they are purchasing a new vehicle?
InMoment XI
SEPTEMBER 26, 2012
We typically perceive purchasing a new vehicle as a positive, and it seems reasonable to think about it this way. We all have stories of taking our new car or truck to show friends and relatives and we are usually pretty excited about it. Further, customer satisfaction data with the purchase experience and the vehicle.
Customer Engagement Roadmap: How Will We Know When We Get There?
InMoment XI
SEPTEMBER 26, 2012
Companies that implement customer engagement or customer experience programs must know the foundational factors that create a customer centric culture, such as great leadership and targeted communication. However, knowing where you are going and what success looks like for your company, and your business objectives are just as important as the foundational activities.
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.
The Minds of Millionaires
InMoment XI
SEPTEMBER 26, 2012
Previously in this space we discussed how wealthy investors could influence the upcoming Presidential election. Now, we want to take a look at another important, although somewhat more elite group, millionaires. The thoughts and feelings of millionaires should interest not only political candidates, but also investment firms. As part of a poll that Maritz Research.
What’s going on in consumers’ minds when they are purchasing a new vehicle?
InMoment XI
SEPTEMBER 26, 2012
We typically perceive purchasing a new vehicle as a positive, and it seems reasonable to think about it this way. We all have stories of taking our new car or truck to show friends and relatives and we are usually pretty excited about it. Further, customer satisfaction data with the purchase experience and the vehicle.
Customer Engagement Roadmap: How Will We Know When We Get There?
InMoment XI
SEPTEMBER 26, 2012
Companies that implement customer engagement or customer experience programs must know the foundational factors that create a customer centric culture, such as great leadership and targeted communication. However, knowing where you are going and what success looks like for your company, and your business objectives are just as important as the foundational activities.
The Minds of Millionaires
InMoment XI
SEPTEMBER 26, 2012
Previously in this space we discussed how wealthy investors could influence the upcoming Presidential election. Now, we want to take a look at another important, although somewhat more elite group, millionaires. The thoughts and feelings of millionaires should interest not only political candidates, but also investment firms. As part of a poll that Maritz Research.
Campaigns that Click: Practical Personalization Strategies to Boost ROI
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
What’s going on in consumers’ minds when they are purchasing a new vehicle?
InMoment XI
SEPTEMBER 26, 2012
We typically perceive purchasing a new vehicle as a positive, and it seems reasonable to think about it this way. We all have stories of taking our new car or truck to show friends and relatives and we are usually pretty excited about it. Further, customer satisfaction data with the purchase experience and the vehicle.
Video: Wait a Second, I Thought We Were Lousy?!
InMoment XI
SEPTEMBER 25, 2012
There are people out there that would tell you the auto industry is lousy when it comes to the people side of the business, and somehow the sales and service experience is just this side of being investigated by Amnesty International. The recently released CE Benchmarks Study would suggest otherwise. Across 11 industries, automotive ranked. View Article.
Video: Wait a Second, I Thought We Were Lousy?!
InMoment XI
SEPTEMBER 25, 2012
There are people out there that would tell you the auto industry is lousy when it comes to the people side of the business, and somehow the sales and service experience is just this side of being investigated by Amnesty International. The recently released CE Benchmarks Study would suggest otherwise. Across 11 industries, automotive ranked.
Wait a Second, I Thought We Were Lousy?!
InMoment XI
SEPTEMBER 25, 2012
There are people out there that would tell you the auto industry is lousy when it comes to the people side of the business, and somehow the sales and service experience is just this side of being investigated by Amnesty International. The recently released CE Benchmarks Study would suggest otherwise. Across 11 industries, automotive ranked.
Enterprise ABM Marketing Tools: A Marketers Guide
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
So Does Apple Listen To Customers Or What?
InMoment XI
SEPTEMBER 24, 2012
Apple is monopolizing the news again …or still. As always, the attention has revived the debate about whether Apple listens to customers. Industry lore has long held that Apple ignores customer input, and Senior VP of Worldwide Marketing Phil Schiller actually supported this belief recently during the Samsung legal case. Yet Apple clearly surveys its.
So Does Apple Listen To Customers Or What?
InMoment XI
SEPTEMBER 24, 2012
Apple is monopolizing the news again …or still. As always, the attention has revived the debate about whether Apple listens to customers. Industry lore has long held that Apple ignores customer input, and Senior VP of Worldwide Marketing Phil Schiller actually supported this belief recently during the Samsung legal case. Yet Apple clearly surveys its.
So Does Apple Listen To Customers Or What?
InMoment XI
SEPTEMBER 24, 2012
Apple is monopolizing the news again …or still. As always, the attention has revived the debate about whether Apple listens to customers. Industry lore has long held that Apple ignores customer input, and Senior VP of Worldwide Marketing Phil Schiller actually supported this belief recently during the Samsung legal case. Yet Apple clearly surveys its.
What does quality mean?
InMoment XI
SEPTEMBER 23, 2012
When investigating product experiences or service events we usually ask for the overall satisfaction followed by the rating of a number of attributes to assess the performance in detail. So we learn about the importance of rather functional attributes like the quality of a car in automotive or the perceived competence level of a bank.
The Evolving Retailers Fulfillment Strategy: Meeting Demands with Agility
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
What does quality mean?
InMoment XI
SEPTEMBER 23, 2012
When investigating product experiences or service events we usually ask for the overall satisfaction followed by the rating of a number of attributes to assess the performance in detail. So we learn about the importance of rather functional attributes like the quality of a car in automotive or the perceived competence level of a bank.
What does quality mean?
InMoment XI
SEPTEMBER 23, 2012
When investigating product experiences or service events we usually ask for the overall satisfaction followed by the rating of a number of attributes to assess the performance in detail. So we learn about the importance of rather functional attributes like the quality of a car in automotive or the perceived competence level of a bank.
Video: An Idea Worth Thinking About
InMoment XI
SEPTEMBER 20, 2012
One of the reasons we started The Ride was to share ideas with you on how the customer experience can be improved. Here’s another one for you. Have a good day and let me know what you think. Chris.
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