InMoment XI

OCTOBER 11, 2021

People are power when it comes to business. And taking the time to understand employee thoughts, feelings, and feedback can be a game changer. After all, your employees are the ones keeping the wheel running. And if they don’t feel supported in their goals, employees are three times more likely to be job hunting. A successful employee experience (EX) program, then, must be at the top of your priority chain—and a successful EX program is one that allows employees to remain anonymous.

Employee Experience 370

Employee Experience Feedback ROI Culture 370

Comm100

OCTOBER 25, 2021

Today’s customers expect digital communication channels from the businesses that they connect with. It’s well documented that millennials hate phone calls , and to meet the needs of these customers, businesses are undergoing digital transformation to remain competitive. Call centers are evolving to become contact centers in increasing numbers, supporting a wide variety of contact channels for customers.

Contact Center 238

Contact Center Omni-Channel Knowledge Base Chatbots 238

InMoment XI

OCTOBER 19, 2021

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). My name is Melanie Disse and I have over 10 years of industry experience—most recently in a VoC role at Mercury New Zealand. I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals.

Analytics 370

Analytics Data Customer Experience Social Media 370

Experience Investigators by 360Connext

OCTOBER 5, 2021

What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. And there are CX teams dedicated to customer journey design and improvements. There are CX leaders who have titles like Customer Success Manager and Contact Center Supervisor.

Customer Journeys 367

Customer Journeys Social Media Contact Center How To 367

Speaker: Becky Parisotto

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

Steve DiGioia

OCTOBER 3, 2021

I dropped my car off at the dealership the other day for a minor repair. I didn’t know what to expect since this is my first time using them. Two hours later I got the call that it was ready to be picked up. How wonderful this was. The repair was done quickly and soon I’d “be back on the road”. I guess I couldn’t ask for more. But something happened that made me disappointed in the service.

Customer Base 288

Customer Base Customer Service Training Brands 288

Alida

OCTOBER 13, 2021

FURTHER POSITIONING THE COMPANY TO REVOLUTIONIZE THE WAY ORGANIZATIONS AROUND THE WORLD ELEVATE THE TOTAL EXPERIENCE FOR THEIR CUSTOMERS AND EMPLOYEES. Just last month we celebrated the first anniversary of our new brand, Alida. Over the past year we have achieved a remarkable number of milestones – the release of 123 new customer-led product innovations; an ever-growing customer roster of the world’s top brands; expansion into new geographies; prestigious awards recognizing our workplace cultur

Culture 246

Culture Innovation Brands Industry 246

Comm100

OCTOBER 25, 2021

Amid the Covid-19 pandemic, maintaining high levels of student engagement appeared to be a losing battle for many institutions. Spring break 2020 heralded the most sudden of changes in the span of a few days, putting an end to traditional face-to-face tutoring and in-person events and activities, and heralding remote digital teaching and learning experiences.

Engagement 232

Engagement eBook Chatbots Social Media 232

InMoment XI

OCTOBER 28, 2021

In my last post, we discussed the difference between interactions, engagement, and customer experience. Now, I’d like to dive deeper into customer experience and the role everyone in your organization plays in delivering that experience. You heard me right: not one department owns the customer experience—it’s every department! I often talk about customer experience lying at the intersection of communications, operations, technology, and employees.

CRM 370

CRM Airlines Government ROI 370

Experience Investigators by 360Connext

OCTOBER 19, 2021

“Success is the sum of small efforts, repeated day in and day out.”. – Robert Collier. What are Micromoments? In any customer journey, there are countless small efforts. These include efforts from the company serving the customer and effort from the customer themself. . After all, the customer journey is really the journey of a relationship. The customer might be buying a product, but they’re also engaging with the brand in a thousand small ways.

B2C 346

B2C B2B Customer Journeys Brands 346

Speaker: Carolyn Clark and Miriam Connaughton

The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.

Employee Experience

Steve DiGioia

OCTOBER 26, 2021

The only reason a business hires someone is that they have a job that needs to be done and they need someone to do it. If they hire you, you get paid for your efforts. You are not promised lifetime employment, nor do you need to offer it to them. There is mutual agreement of cooperation on both sides created by the efforts of each. A business can and will dictate work rules and responsibilities.

Tips 264

Tips Customer Service Company Customers 264

NICE inContact

OCTOBER 25, 2021

Would you ever get a retail or office space, hang a sign outside with your business's name on it… but then just leave it standing there, unstaffed for long periods of time? And the front door unlocked, no less?

Customer Service 264

Customer Service Retail Customers Customer Experience 264

Alida

OCTOBER 26, 2021

Today, we’re thrilled to announce our Fall 2021 product release. Alida brings new capabilities in customer experience (CX), employee experience (EX), product experience (PX), and brand experience (BX). New product features include AI-driven text analytics and dashboards, improvement to administrative tasks for Alida Touchpoint users, and easier integration into 100s of third-party customer systems.

Analytics 246

Analytics Touchpoint Employee Experience System 246

Kerry Bodine

OCTOBER 20, 2021

Here’s how I define customer experience: It’s your customers’ thoughts, emotions, and perceptions about their interactions with your organization. These words — thoughts , emotions , perceptions — sound touchy-feely. Fluffy even. And because of that, many execs and organizations still dismiss them. But here’s what innovative organizations understand: Customer experience is the superhighway to business success.

Customer Experience 227

Customer Experience B2C Hotels B2B 227

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Report

InMoment XI

OCTOBER 7, 2021

In this blog I will address a question that I’ve come across many times during my 20 years as a research consultant: “What is the best way to set goals for my CX program?”. As most of you probably know, there are several important aspects of goals you need to consider. I like using the SMART acronym for setting motivating goals because it is both comprehensive and better yet, easy to remember. .

Effort Score 370

Effort Score Measurement Trends Customer Retention 370

QuestionPro Audience

OCTOBER 27, 2021

Imagine doing a research study on the experience of driving a car, but all the participants are exclusively motorcycle users; inevitably the results will be useless for the research we aimed for. This type of error that occurs when conducting a research study with a poor selection of participants is known as sampling bias , and can be prevented by always selecting participants at random and from different contexts.

Examples 221

Examples How To Study Transportation 221

BlueOcean

OCTOBER 7, 2021

Few industries are quite like travel. Can you think of any other industry where anxiety is baked into the product or service? Even before the pandemic, customers found themselves faced with myriad rules, restrictions, and bottlenecks to navigate before reaching their destination, leading to many a meltdown at checkpoints and terminals around the world.

Travel 218

Travel Industry Customer Experience Call Flow 218

NICE inContact

OCTOBER 24, 2021

If you need help escaping the monsters lurking in plain sight that want to spend your digital transformation strategy and change management, the eBook Change management blueprint for contact center digital transformation can make the process easier. It’s even easier when you work with NICE CXone, which offers Business Transformation Consulting services to help navigate the transition.

Contact Center 252

Contact Center eBook Consulting Management 252

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

Data

Alida

OCTOBER 18, 2021

The pandemic has sparked immense change in consumer behaviour trends and so it should come as no surprise that consumer needs and desires have also shifted. But have brands adapted alongside their customer base? According to over 5,000 global consumers, clearly not enough.

Trends 246

Trends Consumers Customers Customer Base 246

Kerry Bodine

OCTOBER 11, 2021

As I looked at Comparably’s recent ranking of the 100 companies with the happiest employees in 2021, something struck me: In one way or another, many of top-scoring companies have a strong focus on customer experience. Top ten winners in the large company category include: Peloton and Zoom , two companies known for their customer obsession (which, as a customer, I can personally attest to myself); Marketing software companies Adobe and Hubspot (which have both positioned themselves at providing

Connections 227

Connections Employee Engagement Study Employee Experience 227

InMoment XI

OCTOBER 26, 2021

Getting your C-suite onboard with customer experience (CX) programs can be a real challenge. If you’re reading this, chances are it’s the same story at your organization! While there’s no silver bullet for getting boardroom approval on more CX resources or program renewals, we’re going to break down three elements that can help warm the execs to your Experience Improvement (XI) initiatives.

Report 368

Report Connections Brands Resources 368

TechSee

OCTOBER 5, 2021

With drivers queued up for hours waiting for petrol and station after station simply out of fuel, Britain’s fuel crisis is making headlines. But this time, the issue isn’t a global pandemic or foreign political unrest that has caused some petrol stations to introduce a £30 cap on the amount of petrol people can buy. Believe it or not, it’s the lack of lorry drivers.

How To 207

How To Transportation Customer Satisfaction Insurance 207

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

Lumoa

OCTOBER 31, 2021

Forsta Partners with Lumoa to Deliver Powerful, AI-Driven Analytics To CX, EX and Market Research Professional Partnership will streamline open-ended feedback using artificial intelligence to drive better-informed decisions NEW YORK and LONDON and OSLO, Norway, 1st of November, 2021 – Forsta , the leading Customer Experience and Research Technology company created earlier this year by the merger of Confirmit, FocusVision and Dapresy, is announcing its partnership with Lumoa , an AI-po

Analytics 195

Analytics Touchpoint Customer Centricity Feedback 195

NICE inContact

OCTOBER 26, 2021

Customer data governance is important for ensuring data is useful, standardized, and safeguarded. And to get maximum value from that data, businesses should implement initiatives that use customer data to know their customers better, improve CX, and enhance the customer journey. According to Gartner’s 2020 CEO Survey, 80% of businesses plan to increase their spending on digital technology.

Data 244

Data Tips Management Government 244

GetFeedback

OCTOBER 12, 2021

Découvrez à travers deux cas d’usage comment Orange s'appuie sur le feedback pour mesurer la satisfaction client, détecter les frictions, optimiser les AB tests et faire évoluer les parcours utilisateurs pour répondre pleinement aux besoins clients.

Feedback 39

Feedback 39

Kerry Bodine

OCTOBER 1, 2021

Earlier this week I posted about a study commissioned by the CRM platform Insightly , which showed the lengths that consumers and business decision makers would go to in order to avoid stressful customer service interactions. While the consumers and business decision makers in this study were clearly aligned on their feelings about the issue resolution process, they didn’t see eye to eye on another key issue: companies’ awareness of customers’ experiences.

Study 227

Study Company CRM Consumers 227

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

Trends

InMoment XI

OCTOBER 14, 2021

There are a lot of elements to building a successful customer experience (CX) or employee experience (EX) program, but one of the most fundamental is employee and customer journey mapping. Journey mapping allows organizations to better understand the interactions and relationships that various audiences share with you, which allows you to create Experience Improvement (XI).

Customer Journeys 364

Customer Journeys Touchpoint Employee Experience Customers 364

BlueOcean

OCTOBER 4, 2021

Once upon a time, we could count the number of subscriptions we had on one hand (the newspaper, a magazine or two, and that trusty gym membership). These days, we’ve lost count (Netflix, Amazon Prime, Spotify, Stitch Fix, Costco, Blue Apron, Hulu, BarkBox, plus the usual magazines, gym memberships, and more). And that’s not including the business scene, where you can add on subscriptions to Microsoft, Adobe, Salesforce, HubSpot, Docusign, and hundreds more.

Customer Experience 194

Customer Experience Customer Care B2C Lifetime Customer 194

Lumoa

OCTOBER 14, 2021

Take control of your digital customer experience By integrating Giosg with Lumoa you have an easy way to trigger surveys directly in your digital channels while Lumoa turns the feedback into actionable insights. With the intelligent triggering and targeting provided by Giosg’s online surveys, you can optimize the moments in which you collect the feedback, and with Lumoa’s AI you can understand in detail how to improve each step of your digital customer experience.

Measurement 195

Measurement Survey Video Groups 195