InMoment XI
APRIL 30, 2013
T.S. Eliot famously said “So the darkness shall be the light, and the stillness the dancing.” The 2013 Restaurant Leadership Conference has come to a close. It was energizing. It was fun. It was Capella Restaurant’s first time at the big dance. And she was well received. At our booth, we spoke with a number. View Article.
Service Untitled
APRIL 22, 2013
'Once again it’s Spring when our fancy changes to thoughts of love and the beautiful outdoors. We picture the lush green lawns, the colorful summer blooms, the pool, the grill, and the patio designed for that blissful oasis as casual parties for friends and family become welcome weekend events. And so the shopping begins. With the convenience of online browsing, the possibilities are endless, but how will our online retailers handle customer service?
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Andrew Maher
APRIL 8, 2013
Kate Nasser has a speciality she loves to talk about: how the quality of the people, their training, their coaching can make the world of difference to the customer service you can offer as a company. It is for this reason I was excited to have her on this episode of the CX404. As much […] Kate Nasser has a speciality she loves to talk about: how the quality of the people, their training, their coaching can make the world of difference to the customer service you can offer as a company.
Very Best Service
APRIL 8, 2013
'Customer service career Through the years of writing this blog, we have establish a (small) number of truth which could be hard to challenge. To name a couple, we have established that quality customer service is a key factor in the long term prosperity of an organisation and that employee satisfaction is a key success factor driving good customer service.
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.
Customer Interactions
APRIL 12, 2013
'I’m fresh off my second day at ICS West. The show is jumping, lots of traffic in the NICE booth, and I heard that well over 100 people attended our panel on “Transforming Your Security Command Post into a Strategic Information Nerve Center” the other day. For me, though, the most exciting aspect of the show has been the launch of Situator Express.
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 30, 2013
T.S. Eliot famously said “So the darkness shall be the light, and the stillness the dancing.” The 2013 Restaurant Leadership Conference has come to a close. It was energizing. It was fun. It was Capella Restaurant’s first time at the big dance. And she was well.
Service Untitled
APRIL 2, 2013
Call centers can range from one or two people in a small office to thousands of customer service representatives in huge office complexes, but a customer’s view is set by their first impression or that first phone call needed for help. Whereas customers don’t ever want to feel that once their purchase was made, the organization no longer cares about them and is just out there fishing for new clients, one of the prime frustrations often deals with call centers and their notorious poor
InMoment XI
APRIL 30, 2013
T.S. Eliot famously said “So the darkness shall be the light, and the stillness the dancing.” The 2013 Restaurant Leadership Conference has come to a close. It was energizing. It was fun. It was Capella Restaurant’s first time at the big dance. And she was well.
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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
APRIL 29, 2013
Simply satisfying customers with what you perceive to be their needs isn't enough anymore. 60%-80% of customers who claim to be "satisfied" still abandon a business relationship. Employee turnover averages 20%-50% a year for U.S. businesses, which takes a toll on financial performance as well as productivity. Yet there are companies who continue to grow a loyal customer base, and who steadily grow their profitability.
InMoment XI
APRIL 29, 2013
Market research online communities (MROCs) are en vogue. Not sure if the adoption is as strong as the buzz around them. Obviously, the internet does not just have a huge impact on our everyday life. It also drives the research industry into the 21st century. And yes, this approach has particular strengths when you want. View Article.
InMoment XI
APRIL 29, 2013
Simply satisfying customers with what you perceive to be their needs isn't enough anymore. 60%-80% of customers who claim to be "satisfied" still abandon a business relationship. Employee turnover averages 20%-50% a year for U.S. businesses, which takes a toll on financial performance as well as productivity. Yet there are companies who continue to grow a loyal customer base, and who steadily grow their profitability.
InMoment XI
APRIL 29, 2013
Market research online communities (MROCs) are en vogue. Not sure if the adoption is as strong as the buzz around them. Obviously, the internet does not just have a huge impact on our everyday life. It also drives the research industry into the 21st century. And yes, this approach has particular strengths when you want.
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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
APRIL 29, 2013
Simply satisfying customers with what you perceive to be their needs isn't enough anymore. 60%-80% of customers who claim to be "satisfied" still abandon a business relationship. Employee turnover averages 20%-50% a year for U.S. businesses, which takes a toll on financial performance as well as productivity. Yet there are companies who continue to grow a loyal customer base, and who steadily grow their profitability.
InMoment XI
APRIL 29, 2013
Market research online communities (MROCs) are en vogue. Not sure if the adoption is as strong as the buzz around them. Obviously, the internet does not just have a huge impact on our everyday life. It also drives the research industry into the 21st century. And yes, this approach has particular strengths when you want.
InMoment XI
APRIL 24, 2013
It's often said that customers who encounter problems and get good service recovery are more loyal than customers who never encounter problems at all. This is known as the service recovery paradox. It's a seductive idea, and it's become standard wisdom in the customer experience and service worlds. But is it actually true? Sometimes. Maybe.
InMoment XI
APRIL 24, 2013
It's often said that customers who encounter problems and get good service recovery are more loyal than customers who never encounter problems at all. This is known as the service recovery paradox. It's a seductive idea, and it's become standard wisdom in the customer experience and service worlds. But is it actually true? Sometimes. Maybe.
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
APRIL 24, 2013
It's often said that customers who encounter problems and get good service recovery are more loyal than customers who never encounter problems at all. This is known as the service recovery paradox. It's a seductive idea, and it's become standard wisdom in the customer experience and service worlds. But is it actually true? Sometimes. Maybe.
InMoment XI
APRIL 23, 2013
A few days ago I was speaking with a business associate and she took out her smartphone to check email. It was a Blackberry. The phone was about two years old. Another person standing with us took one look at the device and asked, “is that your smartphone?” It was a somewhat mocking tone. I. View Article.
InMoment XI
APRIL 23, 2013
A few days ago I was speaking with a business associate and she took out her smartphone to check email. It was a Blackberry. The phone was about two years old. Another person standing with us took one look at the device and asked, “is that your smartphone?” It was a somewhat mocking tone. I.
InMoment XI
APRIL 23, 2013
A few days ago I was speaking with a business associate and she took out her smartphone to check email. It was a Blackberry. The phone was about two years old. Another person standing with us took one look at the device and asked, “is that your smartphone?” It was a somewhat mocking tone. I.
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
APRIL 22, 2013
Today, the Maritz Restaurant Research Group is here at the Restaurant Leadership Conference in Scottsdale, Arizona. We are here to launch Capella Restaurant — the newest addition to Maritz’ proven end-to-end customer experience management system that captures the voice of the customer and acts on it. It is designed specifically for operators in the food.
InMoment XI
APRIL 22, 2013
On Thursday, April 25, I’ll be at the CASRO Management Conference in New Orleans, as a panel member for a session on talent management. First, I have to say I’m thrilled to represent Maritz Research and be in the company of leadership from around the MR industry. Second, I’m worried because they’ve carved out two. View Article.
InMoment XI
APRIL 22, 2013
Today, the Maritz Restaurant Research Group is here at the Restaurant Leadership Conference in Scottsdale, Arizona. We are here to launch Capella Restaurant — the newest addition to Maritz’ proven end-to-end customer experience management system that captures the voice of the customer and acts on it. It is designed specifically for operators in the food.
InMoment XI
APRIL 22, 2013
On Thursday, April 25, I’ll be at the CASRO Management Conference in New Orleans, as a panel member for a session on talent management. First, I have to say I’m thrilled to represent Maritz Research and be in the company of leadership from around the MR industry. Second, I’m worried because they’ve carved out two.
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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
APRIL 22, 2013
Today, the Maritz Restaurant Research Group is here at the Restaurant Leadership Conference in Scottsdale, Arizona. We are here to launch Capella Restaurant — the newest addition to Maritz’ proven end-to-end customer experience management system that captures the voice of the customer and acts on it. It is designed specifically for operators in the food.
InMoment XI
APRIL 22, 2013
On Thursday, April 25, I’ll be at the CASRO Management Conference in New Orleans, as a panel member for a session on talent management. First, I have to say I’m thrilled to represent Maritz Research and be in the company of leadership from around the MR industry. Second, I’m worried because they’ve carved out two.
InMoment XI
APRIL 19, 2013
Dress shirt. Check. Tie. Check. Suit. Check. Tennis shoes. Check. Tennis shoes?? That was my reaction a couple weeks ago at a funeral I attended. He was an old high school classmate I hadn’t seen in—well, I’m not going to tell you how many years because it reminds me that I’m not that young anymore. . View Article.
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