InMoment XI
MAY 8, 2013
Like mobile in general, mobile surveys have gotten major ink lately. Rightly so. They provide a lot of value. They help us reach target audiences at more contextually relevant times and in more contextually relevant places. They also help us collect feedback about increasingly important mobile interactions. With our partner OnePoint Global, we’re capitalizing on this value alongside many others in the customer experience and loyalty world.
Service Untitled
MAY 6, 2013
'The ultimate success of a company is predicated on exceptional customer service experiences. For post-sales service, Consumer Reports ranked Apple Customer Service ahead of other companies for best PC tech support with the company scoring an 86 out of a possible 100 points. The survey included 6,313 owners of PCs and laptops and explored their experiences with technical service over the past year via telephone, online communication, and in-store help.
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ClearAction
MAY 27, 2013
Customer-Centricity Goes Beyond Customer Experience Management Lynn Hunsaker. Customer experience management is necessary, yet insufficient. Traditionally, organizations have managed customer experience with a mindset of how the company is doing, in order to grow revenue. Consequently, surveys tend to ask more about the company than about the buyer, and customer programs typically emphasize excitement and urgency for new purchases and positive word-of-mouth.
Customer Interactions
MAY 8, 2013
'Over the last year, PSIM solutions have gained substantial traction, and industry analysts, such as Frost & Sullivan, are predicting exponential growth. As someone who runs educational PSIM workshops around the U.S., I’d like to think these sessions have enlightened those attending. But, they’ve equally enlightened me about the types of challenges that organizations face, and how PSIM can help.
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
MAY 17, 2013
'BIG DATA and customer service Big data and customer service are definitely becoming the in-topics in the digital industry and there association is also increasingly linked with the ability to improve customer service. Capturing the data, harnessing the data, shaping the data, using the data are all common themes which make the headlines everyday. The power of modern computing technology and data analytics allows companies to capture and model the behaviour of their customers and gain a deep und
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
MAY 1, 2013
One of the many benefits of having kids in university is that it keeps you more current on technology than, perhaps, you might normally be. Our oldest son (the future mechanical engineer) showed me something this past weekend that was, frankly, remarkable. If you haven’t seen it, take a look. It uses an.
Service Untitled
MAY 21, 2013
'No doubt, it has been a tough week for customer service. Internal Revenue Service acting agency head, Steven T. Miller who is resigning from his post stated earlier this week: “I can say generally, we provided horrible customer service. I think that what happened here was that foolish mistakes were made by people trying to be more efficient in their workload selections.” And if that didn’t capture enough of America’s attention, how about the Maserati owner only identifie
InMoment XI
MAY 29, 2013
It always amazes me during earnings season when some companies report weak performance. Even when they don’t do as well as competitors, there always seems to be an exogenous reason like the economy, the weather or some other factor out of their control. How often does a CEO tell analysts, “We weren’t doing a good job listening. View Article.
InMoment XI
MAY 29, 2013
When Mom was diagnosed with Alzheimer’s and put me in charge, I turned to technology for help instead of people. People are time consuming, expensive, and, well, they just complicate things. Technology is fast, efficient, and easy. I had everything in control. Or so I thought. Software, interfaces, and online tools gave me the illusion. View Article.
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InMoment XI
MAY 29, 2013
It always amazes me during earnings season when some companies report weak performance. Even when they don’t do as well as competitors, there always seems to be an exogenous reason like the economy, the weather or some other factor out of their control. How often does a CEO tell analysts, “We weren’t doing a good job listening.
InMoment XI
MAY 29, 2013
When mom was diagnosed with Alzheimer’s and put me in charge, I turned to technology for help instead of people. People are time consuming, expensive, and, well, they just complicate things. Technology is fast, efficient, and easy. I had everything in control. Or so I thought. Software, interfaces, and online tools gave me the illusion.
InMoment XI
MAY 29, 2013
It always amazes me during earnings season when some companies report weak performance. Even when they don’t do as well as competitors, there always seems to be an exogenous reason like the economy, the weather or some other factor out of their control. How often does a CEO tell analysts, “We weren’t doing a good job listening.
InMoment XI
MAY 29, 2013
When mom was diagnosed with Alzheimer’s and put me in charge, I turned to technology for help instead of people. People are time consuming, expensive, and, well, they just complicate things. Technology is fast, efficient, and easy. I had everything in control. Or so I thought. Software, interfaces, and online tools gave me the illusion.
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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
MAY 28, 2013
This blog was originally posted in The Ride blog. Our thanks to Chris Travell for sharing. Wolfsburg is an interesting place. Not only is it the automotive hub for Volkswagen but it’s the home of the Autostadt. I went there last week for the ESOMAR global automotive research forum. It was held at the Autostadt which receives 2.5 million visitors a year. .
InMoment XI
MAY 28, 2013
This blog was originally posted in The Ride blog. Our thanks to Chris Travell for sharing. Wolfsburg is an interesting place. Not only is it the automotive hub for Volkswagen but it’s the home of the Autostadt. I went there last week for the ESOMAR global automotive research forum. It was held at the Autostadt which receives 2.5 million visitors a year. .
InMoment XI
MAY 28, 2013
This blog was originally posted in The Ride blog. Our thanks to Chris Travell for sharing. Wolfsburg is an interesting place. Not only is it the automotive hub for Volkswagen but it’s the home of the Autostadt. I went there last week for the ESOMAR global automotive research forum. It was held at the Autostadt which receives 2.5 million visitors a year. .
InMoment XI
MAY 17, 2013
Day 2 at VoCFusion 2013 kicked off with an inspirational story by Rulon Gardner, a champion Olympic wrestler. Rulon shared his struggles to success in his talk Never Give Up, Never Stop Trying. Next on stage was Carine Clark, Allegiance CEO, who motivated the audience with her candid and accessible style. Carine brought several Allegiance customers on stage to share stories from their Voice of Customer programs.
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
MAY 17, 2013
Day 2 at VoCFusion 2013 kicked off with an inspirational story by Rulon Gardner, a champion Olympic wrestler. Rulon shared his struggles to success in his talk Never Give Up, Never Stop Trying. Next on stage was Carine Clark, Allegiance CEO, who motivated the audience with her candid and accessible style. Carine brought several Allegiance customers on stage to share stories from their Voice of Customer programs.
InMoment XI
MAY 17, 2013
Day 2 at VoCFusion 2013 kicked off with an inspirational story by Rulon Gardner, a champion Olympic wrestler. Rulon shared his struggles to success in his talk Never Give Up, Never Stop Trying. Next on stage was Carine Clark, Allegiance CEO, who motivated the audience with her candid and accessible style. Carine brought several Allegiance customers on stage to share stories from their Voice of Customer programs.
InMoment XI
MAY 16, 2013
I have to give a talk next week at the ESOMAR automotive conference in Wolfsburg. The trick with these things is that you want to try and present something new, useful, and hopefully reasonably entertaining so they don’t boo you off the stage. Let’s see what happens. The talk will focus on a new technique. View Article.
InMoment XI
MAY 16, 2013
Allegiance VoCFusion 2013 began on day one with an eye-opening keynote address by Nate Silver, founder of fivethirtyeight.com and best-selling author of The Signal and the Noise. Speaking to a crowd of customer experience and Voice of Customer professionals on Powerful Prediction Through Data Analytics , Silver pointed out that 90% of existing data has been created in the past two years, but not all of it is relevant or useful.
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
MAY 16, 2013
I’ve been digging through the data from the 2013 Maritz Research Retirement Study and I am unearthing a number of interesting tidbits. We surveyed 1,000 near and recent retirees with at least $100,000 of retirement savings. First, we identified a psychological tipping point of $500,000. People who have saved $500,000 or more are much more. View Article.
InMoment XI
MAY 16, 2013
Everyone probably knows that Disney and Apple are tight partners. After swapping stock and cash for Pixar, Apple and Disney have a shared future now, and other than Cars 2, I’ve been happy with this. Disney and Apple’s latest collaboration is of interest to more than my kids. Disney just announced an iPhone/iPad app called. View Article.
InMoment XI
MAY 16, 2013
I have to give a talk next week at the ESOMAR automotive conference in Wolfsburg. The trick with these things is that you want to try and present something new, useful, and hopefully reasonably entertaining so they don’t boo you off the stage. Let’s see what happens. The talk will focus on a new technique.
InMoment XI
MAY 16, 2013
Allegiance VoCFusion 2013 began on day one with an eye-opening keynote address by Nate Silver, founder of fivethirtyeight.com and best-selling author of The Signal and the Noise. Speaking to a crowd of customer experience and Voice of Customer professionals on Powerful Prediction Through Data Analytics , Silver pointed out that 90% of existing data has been created in the past two years, but not all of it is relevant or useful.
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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
MAY 16, 2013
I’ve been digging through the data from the 2013 Maritz Research Retirement Study and I am unearthing a number of interesting tidbits. We surveyed 1,000 near and recent retirees with at least $100,000 of retirement savings. First, we identified a psychological tipping point of $500,000. People who have saved $500,000 or more are much more.
InMoment XI
MAY 16, 2013
Everyone probably knows that Disney and Apple are tight partners. After swapping stock and cash for Pixar, Apple and Disney have a shared future now, and other than Cars 2, I’ve been happy with this. Disney and Apple’s latest collaboration is of interest to more than my kids. Disney just announced an iPhone/iPad app called.
InMoment XI
MAY 16, 2013
I have to give a talk next week at the ESOMAR automotive conference in Wolfsburg. The trick with these things is that you want to try and present something new, useful, and hopefully reasonably entertaining so they don’t boo you off the stage. Let’s see what happens. The talk will focus on a new technique.
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