InMoment XI
JANUARY 9, 2014
Countless time and energy is directed towards making customers happy, and rightly so. After all, their constant patronage can equate to hefty profits—thus the saying “customer is king.” Companies are investing heavily to ensure the customer feels valued and appreciated. Yet recent studies show customers remain unhappy with the majority of services provided.
GetFeedback
JANUARY 28, 2014
This week we added something fun that many users have been requesting: the ability to personalize online surveys with custom variables.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Win the Customer
JANUARY 9, 2014
'Forget the statistics, take good care of your employees and they''ll take good care of your customers. Employee happiness is the key to customer success.
PeopleMetrics
JANUARY 29, 2014
'At every level of sports, there are coaches. And at every level of coaching, there is disagreement about how to measure a coach’s performance. Even with significant advances in how teams evaluate performance, it can be difficult to quantify “coaching” as a variable. Is it a coincidence that some of the most respected coaches of all time ( Phil Jackson , Bill Belichick ) have coached some of the greatest athletes of all time (Michael Jordan, Tom Brady)?
Advertisement
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.
Touchpoint Dashboard
JANUARY 16, 2014
'Part I: An Introduction Over the past few weeks, I’ve enjoyed reading various customer experience-related articles and blogs that offer insightful predictions for what’s to come in 2014. Out of all the reading I’ve done, I’ve noticed a common theme emerging in every forecast… Empathy. In fact, one excellent post in particular, written by Bruce […].
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, 2014
During 2014 you may be thinking of designing, or re-designing, your Customer Experience program. Here’s some food for thought to consider as you embark on this critical initiative. As always, would appreciate your thoughts. @christravell PS Want to have some fun? Rumor has it there’s a football game on Sunday. Take the Maritz Research.
GetFeedback
JANUARY 6, 2014
Use these seven tips to improve your engagement, brand perception, and response rates.
Win the Customer
JANUARY 17, 2014
'The easiest way to make sure that you deliver exceptional customer service is to know exactly what your customers want.
Service Untitled
JANUARY 28, 2014
'Whether it be hurricanes, blizzards, fogs, or floods, inclement weather has its own way of leading an otherwise civilized society into moments of rage and unacceptable behavior. Spend a few hours in a busy airport and listen as a few narcissistic and petty customers scream profanities at service workers in fast food establishments, airline employees, or transport personnel as if the adverse weather and all of the complications that frequently occur during such times are the fault of the employe
Speaker: David Worrell, CFO, Author & Speaker
Your financial statements hold powerful insights—but are you truly paying attention? Many finance professionals focus on the income statement while overlooking key signals hidden in the balance sheet and cash flow statement. Understanding these numbers can unlock smarter decision-making, uncover risks, and drive long-term success. Join David Worrell, accomplished CFO, finance expert, and author, for an engaging, nontraditional take on reading financial statements.
Amity
JANUARY 30, 2014
Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! 1. Generating a Deep Understanding of Business Drivers. As we move into 2014, companies will be more focused than ever on the customer centric organization.
Very Best Service
JANUARY 29, 2014
'After a long period of decline, the use of the word ''omni'' in English literature seems to be on the up. The same can be said in the field of customer service where omnichannel has become the buzz word, with the intention to offer a seamless service across an organisation. But why restrict yourself to omnichannel. Ideally, organisation need to adopt an omnicorporeal approach to customer service, ensuring that an omnifarious desire to satisfy customers is omnipresent.
InMoment XI
JANUARY 30, 2014
During 2014 you may be thinking of designing, or re-designing, your Customer Experience program. Here’s some food for thought to consider as you embark on this critical initiative. As always, would appreciate your thoughts. @christravell PS Want to have some fun? Rumor has it there’s a football game on Sunday. Take the Maritz Research.
Customer Input
JANUARY 22, 2014
Inability to deliver a good customer experience consistently is the reason many companies implement loyalty programs, and also the reason why they don’t work.
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.
Win the Customer
JANUARY 5, 2014
'The way you express yourself in your customer service interactions will determine whether your message will be received in a positive or negative way.
Service Untitled
JANUARY 7, 2014
'This year, we decided to give copies of To Sell is Human: The Surprising Truth About Moving Others by Daniel H. Pink (signed by the author himself) to all of our employees at A Small Orange as part of our holiday gift package. As a very service-centric company, we wanted to illustrate the fact that sales isn’t what it used to be and isn’t all about conning people into making a buying decision they otherwise would be against.
Amity
JANUARY 22, 2014
Dave Strang from Achievers replies to a audience question at the Customer Success Meetup event on January 22, 2014. Have you set your Customer Success New Year’s Resolutions yet? If not, you can find inspiration from members of the Customer Success Meetup group. Last night, the third meetup event was held at the headquarters of Achievers. The event consisted of a panel discussion.
Very Best Service
JANUARY 15, 2014
'For customers, the notion of best service might only become real when all restrictions surrounding classic service delivery have been removed. No opening hours, endless availability of products in all shapes, colours and sizes, no queues, free parking available at all times, no reservations needed, 24/7 delivery hours, ability to change bookings at short notice, immediate repesponse time via social media, no quibble returns policy.the list is long.
Advertisement
The guide for revolutionizing the customer experience and operational efficiency This eBook serves as your comprehensive guide to: AI Agents for your Business: Discover how AI Agents can handle high-volume, low-complexity tasks, reducing the workload on human agents while providing 24/7 multilingual support. Enhanced Customer Interaction: Learn how the combination of Conversational AI and Generative AI enables AI Agents to offer natural, contextually relevant interactions to improve customer exp
InMoment XI
JANUARY 30, 2014
During 2014 you may be thinking of designing, or re-designing, your Customer Experience program. Here’s some food for thought to consider as you embark on this critical initiative. As always, would appreciate your thoughts. @christravell PS Want to have some fun? Rumor has it there’s a football game on Sunday. Take the Maritz Research.
Customer Interactions
JANUARY 30, 2014
'Security technology is moving into the spotlight in 2014, and this goes well beyond its capabilities in the control room. Here are my predictions for nine key physical security trends this year. PSIM – the next wave of adoption Airports, utilities, mass transit, seaports and cities have all been early adopters of PSIM. In 2014 I believe we’ll begin to witness the next wave of PSIM adoption, especially within higher education and banking organizations.
Win the Customer
JANUARY 10, 2014
'Most companies that set out to deliver better customer service today fall short of creating a customer experience that creates customer loyalty.
Upwave
JANUARY 21, 2014
If you had to wait for a treadmill at the gym this morning you’ve probably already realized this fact, but fitness and wellness goals are highly popular this time of year. While the New Year’s Resolution fitness craze is practically a given, the way people enact their goals rapidly evolves with new information and trends. SparkPeople , the web’s largest and most active healthy living destination, ran an Upwave survey asking nearly 500 women about their health and fitness goals to put a fin
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.
Amity
JANUARY 6, 2014
It’s the sixth day of 2014, and the start of a brand new year signals New Year’s resolution time! Typically, resolutions are personal in nature, a goal to lose weight, eat healthier or exercise more. Most practitioners will often make professional New Year’s resolutions and use them as a guide and a reminder of how to do things better or different from last year.
InMoment XI
JANUARY 30, 2014
These four words, create customers for life, are precisely what every business dreams about. From the board room to the break room, creating customers for life ultimately becomes the driver of business. Why is this important and how do you make this happen? The best focus of any customer experience program is people – employees.
Customer Interactions
JANUARY 23, 2014
'Big Data is a big business. Companies everywhere are tapping into Big Data to transform themselves. Still, for all its notoriety, Big Data is hard to pin down. Ask 10 different experts what Big Data is and you’ll get 10 different answers. Many Physical Security firms have latched onto the Big Data buzzword. But what does Big Data really mean in the context of Physical Security today, and how will it transform Physical Security tomorrow?
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
Win the Customer
JANUARY 15, 2014
'Customer service providers are caretakers of customer trust and must go above and beyond to deliver results that customers want.
Service Untitled
JANUARY 13, 2014
'Maybe your medical insurance didn’t pay for a service you thought should have been covered or that manufacturer’s guarantee should have included repairing the rip in the leather carrying case you overpaid for last year, but acting like a petulant brat on a preschool playground isn’t the way to handle the complex world of customer service representatives and real people in support positions.
InMoment XI
JANUARY 30, 2014
These four words, create customers for life, are precisely what every business dreams about. From the board room to the break room, creating customers for life ultimately becomes the driver of business. Why is this important and how do you make this happen? The best focus of any customer experience program is people – employees.
Expert insights. Personalized for you.
218 
Let's personalize your content