InMoment XI
JANUARY 30, 2013
I was encouraged this week upon hearing that Ford, Daimler, and Nissan are getting together to bring hydrogen-powered fuel cells to market by 2017. Such an arrangement makes good economic sense and helps spread the risk of making the commercialization of this technology work. The cost is huge and the deep pockets of three leading. View Article.
Aveus
JANUARY 2, 2013
You’re doing the right things. You’ve chosen your target customers wisely and found a set of needs you can solve for them better than anyone else can. People and teams across your organization are doing their best to make daily decisions that meet or exceed the requirements your customers value most. And you’re constantly re-evaluating and stopping processes that aren’t matching your target experience.
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Service Untitled
JANUARY 22, 2013
There’s only one chance to make a great first impression; that very moment you turn a customer off when something goes awry is the same moment the competition tries to reel him in with a more attractive offer and a lot of new promises. For many of us the ultimate in business growth and success is repeat business, because these are the very loyal customers who will not only return for another service or purchase, but these are the very same people who will tell others why they have chosen u
Customer Interactions
JANUARY 6, 2013
'The recent FCC announcement of the voluntary agreement on text-to-9-1-1 is, to me, a major milestone on the Next Generation (NG) 9-1-1 road. I took three key points from this: First, the announcement signals the shift of text messaging to 9-1-1 from ‘early adopter’ to ‘mainstream’ The transition phase also ensures that texts to 9-1-1 that do not go to a PSAP (Public Safety Answering Point) will at least get a reply.
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
JANUARY 2, 2013
'New Customer service approach At the beginning of a new year, many businesses are starting to implement their new strategies and look at fresh ideas. All the budgets have been reset, the new marketing campaigns are ready to be rolled out. New investments in products, overseas expansion, new factories, the company has covered all angles. Customer service should not be left out though!
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
JANUARY 30, 2013
I often talk with organizations that are just starting to focus on and understand their customers. When we talk about customer experience, they often refer immediately to their customer service department and how “training” their representatives results in high accolades with customers. They see customer service as something they “do” to the customer.
InMoment XI
JANUARY 30, 2013
I was encouraged this week upon hearing that Ford, Daimler, and Nissan are getting together to bring hydrogen-powered fuel cells to market by 2017. Such an arrangement makes good economic sense and helps spread the risk of making the commercialization of this technology work. The cost is huge and the deep pockets of three leading.
InMoment XI
JANUARY 30, 2013
I often talk with organizations that are just starting to focus on and understand their customers. When we talk about customer experience, they often refer immediately to their customer service department and how “training” their representatives results in high accolades with customers. They see customer service as something they “do” to the customer.
InMoment XI
JANUARY 30, 2013
I was encouraged this week upon hearing that Ford, Daimler, and Nissan are getting together to bring hydrogen-powered fuel cells to market by 2017. Such an arrangement makes good economic sense and helps spread the risk of making the commercialization of this technology work. The cost is huge and the deep pockets of three leading.
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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.
InMoment XI
JANUARY 30, 2013
I often talk with organizations that are just starting to focus on and understand their customers. When we talk about customer experience, they often refer immediately to their customer service department and how “training” their representatives results in high accolades with customers. They see customer service as something they “do” to the customer.
InMoment XI
JANUARY 29, 2013
In recent years, I have encountered many clients that are using some version of net scores as a key performance metric. Inevitably, the client reveals that they are vexed in some way with the objective of raising their net score. The first thing that we remind clients of is that the metric is a composite.
InMoment XI
JANUARY 29, 2013
In recent years, I have encountered many clients that are using some version of net scores as a key performance metric. Inevitably, the client reveals that they are vexed in some way with the objective of raising their net score. The first thing that we remind clients of is that the metric is a composite.
InMoment XI
JANUARY 29, 2013
In recent years, I have encountered many clients that are using some version of net scores as a key performance metric. Inevitably, the client reveals that they are vexed in some way with the objective of raising their net score. The first thing that we remind clients of is that the metric is a composite.
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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.
InMoment XI
JANUARY 23, 2013
The Batmobile sold last weekend for $4.2 million. Some pundits had it going between $2.5 to $3.0 million but it obviously did better than that. And it achieved this price with no incentives on the hood. What can we learn from the sale of the Batmobile? Uniqueness is one lesson. This was a one-of-a-kind George. View Article.
InMoment XI
JANUARY 24, 2013
On the heels of welcoming Carine Clark as President and CEO of Allegiance, we are now equally excited to welcome Dana Russel in his role as chief financial officer (CFO).
InMoment XI
JANUARY 24, 2013
Every time I’m stuck waiting in line for someone to write a check, I wonder when mobile wallet will really take off. Mobile wallets are gaining popularity, but they’re not there yet. More and more consumers are using Smartphones, and in the same way as many people use their phone for their digital music device.
InMoment XI
JANUARY 24, 2013
The average age of a life insurance agent today is 57. While it’s reassuring to know that it’s an industry with many experienced salespeople, there’s a downside to that number too. Not enough new advisors are entering, and staying, to replace those who are retiring or leaving. In fact, the total number of agents has. View Article.
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.
InMoment XI
JANUARY 23, 2013
The Batmobile sold last weekend for $4.2 million. Some pundits had it going between $2.5 to $3.0 million but it obviously did better than that. And it achieved this price with no incentives on the hood. What can we learn from the sale of the Batmobile? Uniqueness is one lesson. This was a one-of-a-kind George.
InMoment XI
JANUARY 24, 2013
On the heels of welcoming Carine Clark as President and CEO of Allegiance, we are now equally excited to welcome Dana Russel in his role as chief financial officer (CFO).
InMoment XI
JANUARY 24, 2013
Every time I’m stuck waiting in line for someone to write a check, I wonder when mobile wallet will really take off. Mobile wallets are gaining popularity, but they’re not there yet. More and more consumers are using Smartphones, and in the same way as many people use their phone for their digital music device.
InMoment XI
JANUARY 24, 2013
The average age of a life insurance agent today is 57. While it’s reassuring to know that it’s an industry with many experienced salespeople, there’s a downside to that number too. Not enough new advisors are entering, and staying, to replace those who are retiring or leaving. In fact, the total number of agents has.
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.
InMoment XI
JANUARY 23, 2013
The Batmobile sold last weekend for $4.2 million. Some pundits had it going between $2.5 to $3.0 million but it obviously did better than that. And it achieved this price with no incentives on the hood. What can we learn from the sale of the Batmobile? Uniqueness is one lesson. This was a one-of-a-kind George.
InMoment XI
JANUARY 24, 2013
On the heels of welcoming Carine Clark as President and CEO of Allegiance, we are now equally excited to welcome Dana Russel in his role as chief financial officer (CFO).
InMoment XI
JANUARY 24, 2013
Every time I’m stuck waiting in line for someone to write a check, I wonder when mobile wallet will really take off. Mobile wallets are gaining popularity, but they’re not there yet. More and more consumers are using Smartphones, and in the same way as many people use their phone for their digital music device.
InMoment XI
JANUARY 24, 2013
The average age of a life insurance agent today is 57. While it’s reassuring to know that it’s an industry with many experienced salespeople, there’s a downside to that number too. Not enough new advisors are entering, and staying, to replace those who are retiring or leaving. In fact, the total number of agents has.
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.
InMoment XI
JANUARY 23, 2013
As many of you who listen to our podcast on Allegiance Radio already know, we like to bring in guests who are experts in VOC. Last month, I had the good fortune to speak with Porter Williams and Jacob Bauer from HireVue. Located right here in the Salt Lake City area, HireVue is the leading provider of digital interview services serving companies such as Wal-Mart, Starbucks and Nike.
InMoment XI
JANUARY 23, 2013
As many of you who listen to our podcast on Allegiance Radio already know, we like to bring in guests who are experts in VOC. Last month, I had the good fortune to speak with Porter Williams and Jacob Bauer from HireVue. Located right here in the Salt Lake City area, HireVue is the leading provider of digital interview services serving companies such as Wal-Mart, Starbucks and Nike.
InMoment XI
JANUARY 23, 2013
As many of you who listen to our podcast on Allegiance Radio already know, we like to bring in guests who are experts in VOC. Last month, I had the good fortune to speak with Porter Williams and Jacob Bauer from HireVue. Located right here in the Salt Lake City area, HireVue is the leading provider of digital interview services serving companies such as Wal-Mart, Starbucks and Nike.
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