InMoment XI
OCTOBER 17, 2012
The explosion of digital and social media has changed the way we communicate – as people, as consumers, and as companies. While this has made hearing the voice of the customer easier than ever, it has also introduced a new challenge: too much information (or, as the Twitter Generation would say, TMI). Much of this content is unstructured text in comments or social media postings.
Aveus
OCTOBER 23, 2012
Aveus Partner, Linda Ireland, recently became a contributing author at Forbes.com with her first post, Do Republicans and Democrats have a customer experience problem? A timely post on Forbes. With the wall-to-wall media coverage around Monday night’s presidential debate and who is ahead of whom in the battleground states, I can’t help but look at our political parties through a customer-experience lens.
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Service Untitled
OCTOBER 31, 2012
With over two million customers without power because of Hurricane Sandy, is it within the realm of possibilities that we can expect customer service to even scratch the surface of what we need or what we want? The first priorities must be with emergency services; getting the hospitals back to their work of saving people, and getting emergency public service personnel back to their desks so they may begin the enormous task of helping us to put our lives back together again.
Pretium Solutions
OCTOBER 16, 2012
I happened upon this marvelous animation and wanted to share its fantastic portrayal of the frustrating customer service experience. We’ve all had little red bear’s customer service experience. Is it my bad luck when I choose the wrong line, or is it poor customer experience design? I challenge you to examine all your customer experience touchpoints.
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
Very Best Service
OCTOBER 22, 2012
'Customer service: Are you Cutting it short? In the field of customer service, the most important factor can be the unwritten contract with the customer. It is not so much about what is included in the small print to protect the interests of the company but more about the set of expectations and promises which have been sold to the customer. When it comes to crunch time, delivery to the customer must take into account the perceived value that has been portrayed and fulfil the company''s share 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
OCTOBER 31, 2012
Congratulations! You drew the short straw. Your company or department has determined that they need a customer survey and you have been selected to create it. Join us for part one of this "mini bootcamp" as we go over a few tips to make your survey more salient and valuable. and make you look like a hero!
Brad Cleveland Blog
OCTOBER 9, 2012
Brad identifies what leaders should know about contact centers, and provides tips for acquiring this understanding. Brad identifies what leaders should know about contact centers, and provides tips for acquiring this understanding.
Service Untitled
OCTOBER 9, 2012
Shopping for products and services are no longer defined by the hours between 9:00 a.m. and 5:00 p.m. The Internet provides convenient and easy access to product information 24 hours a day. It makes research convenient and allows us to compare prices, services, and even to formulate questions we want answered by one of the many providers out there, but what about an organization’s customer service?
Pretium Solutions
OCTOBER 16, 2012
I happened upon this marvelous animation and wanted to share its fantastic portrayal of the frustrating customer service experience. We’ve all had little red bear’s customer service experience. Is it my bad luck when I choose the wrong line, or is it poor customer experience design? I challenge you to examine all your customer experience touchpoints.
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.
Very Best Service
OCTOBER 11, 2012
'Customer service bubble - what is happening under the surface? We have all witnessed unusual situations or even created experiences of our own where miraculously some bubbles appear and, we watch, puzzled, wondering what is happening under the surface. In the case of customer service, watching the situation develop is not good enough. As soon as a tell-tale sign is visible, in depth investigation must commence to understand what might be the root cause and could potentially lead your customer s
Customer Interactions
OCTOBER 18, 2012
'Last week I had the distinct pleasure and honor of attending, and speaking at, the premiere conference on urban security and municipal surveillance, Secured Cities, in Philadelphia. Philadelphia Mayor Michael Nutter gave an inspiring keynote on how safety and security contribute to the prosperous development of cities, in particular Philadelphia. I later joined Maureen Rush, Vice President Public Safety for the University of Pennsylvania on a campus tour where we got an up close look at the Uni
InMoment XI
OCTOBER 31, 2012
Congratulations! You drew the short straw. Your company or department has determined that they need a customer survey and you have been selected to create it. Join us for part one of this "mini bootcamp" as we go over a few tips to make your survey more salient and valuable. and make you look like a hero!
Brad Cleveland Blog
OCTOBER 9, 2012
Brad identifies what leaders should know about contact centers, and provides tips for acquiring this understanding. Brad identifies what leaders should know about contact centers, and provides tips for acquiring this understanding.
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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.
Service Untitled
OCTOBER 24, 2012
Every successful business has to attract customers or clients. We need to persuade them to purchase our product or service, buy a lot of our product or service, return to do more business with us because they were pleased, and then tell their friends and family how great we are. Loyalty comes with a number of perks, therefore pleasing everyone we can with a “wow” experience attracts more and more business.
Pretium Solutions
OCTOBER 16, 2012
I happened upon this marvelous animation and wanted to share its fantastic portrayal of the frustrating customer service experience. We’ve all had little red bear’s customer service experience. Is it my bad luck when I choose the wrong line, or is it poor customer experience design? I challenge you to examine all your customer experience touchpoints.
Very Best Service
OCTOBER 2, 2012
'Customer service virtuous circle The growth of social media and viral propagation remind us everyday of the positives of a virtuous circle. Customer satisfaction is a natural source of endorsements, which in turn create further purchases, and increase customer loyalty whilst reducing the risk of p ost purchase dissonance. On the contrary below par customer service could be at the origin of a vicious circle where the company''s reputation and future profits are at risk.
Customer Interactions
OCTOBER 4, 2012
'Today, many companies are turning to cloud-based computing to increase their capacity and capabilities, or to add services on demand, without the downside of expensive infrastructure costs and higher support staff headcount. While companies are embracing the cloud in record numbers, for the most part, Public Safety agencies have historically shied away from hosted solutions that put control in the hands of outside entities.
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InMoment XI
OCTOBER 31, 2012
Congratulations! You drew the short straw. Your company or department has determined that they need a customer survey and you have been selected to create it. Join us for part one of this "mini bootcamp" as we go over a few tips to make your survey more salient and valuable. and make you look like a hero!
InMoment XI
OCTOBER 30, 2012
Those who have been following the The Ride will know that we did a series of postings in late September on the Paris Motorshow. While there, I had the chance to take a look at some of the showcase brand stores on the Champs-Élysées including Citroën, Mercedes-Benz, Peugeot, Renault, and Toyota. It was fascinating because. View Article.
InMoment XI
OCTOBER 30, 2012
Blaise Pascal once said “I have made this letter longer than usual, only because I have not had time to make it shorter.“ The point being, it is much harder to write something that is succinct than a long and rambling communiqué. The same can be said for research. Some believe in the concept. View Article.
InMoment XI
OCTOBER 30, 2012
There is an increasing trend in the discussion around Big Data to the extent that it now is used more in discussions with clients. Given the promise of the opportunities that exist in utilizing Big Data this should be no surprise. However, the question has to be asked whether this is an immediate opportunity or.
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.
InMoment XI
OCTOBER 30, 2012
Those who have been following the The Ride will know that we did a series of postings in late September on the Paris Motorshow. While there, I had the chance to take a look at some of the showcase brand stores on the Champs Elysees including Citroen, Mercedes-Benz, Peugeot, Renault, and Toyota. It was.
InMoment XI
OCTOBER 30, 2012
Blaise Pascal once said “I have made this letter longer than usual, only because I have not had time to make it shorter.“ The point being, it is much harder to write something that is succinct than a long and rambling communiqué. The same can be said for research. Some believe in the concept.
InMoment XI
OCTOBER 30, 2012
There is an increasing trend in the discussion around Big Data to the extent that it now is used more in discussions with clients. Given the promise of the opportunities that exist in utilizing Big Data this should be no surprise. However, the question has to be asked whether this is an immediate opportunity or.
InMoment XI
OCTOBER 30, 2012
Those who have been following the The Ride will know that we did a series of postings in late September on the Paris Motorshow. While there, I had the chance to take a look at some of the showcase brand stores on the Champs Elysees including Citroen, Mercedes-Benz, Peugeot, Renault, and Toyota. It was.
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
InMoment XI
OCTOBER 30, 2012
Blaise Pascal once said “I have made this letter longer than usual, only because I have not had time to make it shorter.“ The point being, it is much harder to write something that is succinct than a long and rambling communiqué. The same can be said for research. Some believe in the concept.
InMoment XI
OCTOBER 30, 2012
There is an increasing trend in the discussion around Big Data to the extent that it now is used more in discussions with clients. Given the promise of the opportunities that exist in utilizing Big Data this should be no surprise. However, the question has to be asked whether this is an immediate opportunity or.
InMoment XI
OCTOBER 29, 2012
A couple of weeks ago I attended the Cornell Hospitality Research Summit in Ithaca, New York. It was a unique event in that it focused two days on research being conducted in the hospitality sector by both academics and industry practitioners. For someone like myself who has spent time in both worlds, it was as. View Article.
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