Experience Matters

APRIL 13, 2020

Last week, my colleagues Steve Bennetts, Sally Winston, and I held a webinar (watch it here) focused on how organizations should manage their employees’ work-from-home experience. The post Managing the Working-From-Home Employee Experience appeared first on Experience Matters.

Employee Experience 266

Employee Experience Management 266

ECXO

JUNE 7, 2023

Join us by subscribing to this exceptional webinar via the following Zoom link: [link] Additionally, we invite you to become a valued member of the open-access CX professional Business Network by clicking here: [link]. Robert has extensive experience as a CRM campaign manager and has taken CRM into the cloud.

Customer Experience 240

Customer Experience Engagement Chief Customer Officer CRM 240

eglobalis

JANUARY 20, 2025

The Role of Relationship Management Strong interpersonal relationships are a cornerstone of successful B2B partnerships. Relationship management involves understanding customer pain points and actively working to resolve them before they escalate.

B2B 406

B2B Loyalty Loyalty Programs Innovation 406

InMoment XI

MARCH 9, 2020

Improve Your CX Program with Innovative AI Technology Imagine if you could predict a customer’s satisfaction score without them ever taking a survey. Or if you could automatically identify patterns in data and take action immediately. The good news is, both things are entirely possible with the help of Artificial Intelligence!

Customer Experience Management 195

Customer Experience Management Customer Experience Management Innovation 195

NICE inContact

JANUARY 11, 2019

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. The post How are Omnichannel and Artificial Intelligence Changing Quality Management?

Omni-Channel 45

Omni-Channel Management Contact Center Self Service 45

Experience Investigators by 360Connext

MAY 11, 2021

When leaders say this, what they really mean is, “We’re just getting started with customer experience management.” ” What is Customer Experience Management? Great customer experiences are the result of focused, intentional Customer Experience Management. What does Customer Experience Management Require?

Customer Experience Management 291

Customer Experience Management Customer Journeys Customer Experience Management 291

CloudCherry

SEPTEMBER 18, 2018

In this webinar with Maxie Schmidt-Subramanian, Principal Analyst at Forrester, you’ll learn the tactics that help overcome the challenges of making the link between CX improvements and the business results that matter most to your executives. Watch it On Demand. Read her full bio here.

Financial 186

Financial Measurement Leadership Resources 186

ECXO

DECEMBER 4, 2024

They may also oversee the resolution of any defects or product quality issues and manage the logistics and delivery schedules. This interaction can be scaled using automation tools and AI, making it easier to manage a larger customer base.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

InMoment XI

AUGUST 18, 2022

The Continuous Improvement Framework focuses on building an experience program that moves past measuring and managing what customers are saying and transforms into one that actually improves the customer experience and benefits your business. Project Management. The Continuous Improvement Framework: A Quick Summary. Key #2: Transform.

ROI 418

ROI Customer Experience Effort Score Financial 418

ECXO

JANUARY 25, 2022

You are all welcome to the open-access webinar with 120 places available. You are all welcome to the open-access webinar with 120 places available. He has extensive expertise in customer relationship management, customer decisions, and self-learning. On February 16, 2 PM CET or 1 PM GMT. . On February 16, 2 PM CET or 1 PM GMT.

Customer Relationship Management 296

Customer Relationship Management Innovation Analytics Employee Experience 296

ECXO

APRIL 28, 2021

Taking Your CX Programme to the next level of Maturity Register in advance for this webinar. You are invited to a Zoom webinar. Click here to register for this webinar. Tabitha Dunn currently serves as chief customer officer, head of Customer Experience and Global Sales Excellence at Ericsson. With Tabitha Dunn.

Chief Customer Officer 296

Chief Customer Officer Roadmap Healthcare Customer Experience Professionals 296

ECXO

NOVEMBER 19, 2024

For example, Johan, the dairy farmer managing 500 cows, needs efficient solutions for his milking parlor. Engage with these communities by sharing updates, hosting Q&A sessions, or running exclusive webinars. Understand their pain points, motivations, and challenges.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

InMoment XI

MARCH 3, 2022

Truth #1: Stagnant Programs Are Only Measuring and Managing Experiences. In a similar fashion, managing experiences only focuses on understanding the customer or reacting to their interactions. You see, measuring and managing is one thing—actual improvement is another. Let’s get started! But it doesn’t end there!

Fashion 370

Fashion Government Measurement Voice of Customer 370

InMoment XI

SEPTEMBER 14, 2023

In the interconnected world of today, reputation management has evolved from a luxury to an absolute necessity. This article delves deep into the critical role that reputation management plays in determining a brand’s success. It’s essential to differentiate between brand image and brand reputation.

Brands 195

Brands Management Social Media Effort Score 195

InMoment XI

OCTOBER 23, 2024

Without managing this customer experience properly, you risk losing clients, failing to acquire new ones, and creating a negative public image for your brand. The positive online reviews you receive as a result of your CX strategy will be beneficial to your financial services reputation management efforts.

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

OCTOBER 28, 2021

Let’s Take a Closer Look at Revenue Management/ Pricing. The one supporting function that I’d like to consider in terms of the role it can play in the overall customer experience is Revenue Management or Pricing. As Mr. Carlzon suggested, there are also supporting functions that are in service to those who serve the customer.

CRM 370

CRM Airlines Government ROI 370

NICE inContact

APRIL 18, 2019

Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? Will analytics really help your quality management program? Want to know what analytics looks like in a quality management process? The post Curious How Analytics Can Impact Your Quality Management?

Analytics 162

Analytics Management Contact Center Call Recording 162

InMoment XI

NOVEMBER 7, 2024

Did you know that 92% of customer relationship management (CRM) leaders say AI and automation have improved customer service response times? This is useful for organizations managing an expanding customer base as their business grows. InMoment lets your managers coach employees with smart recommendations based on customer data.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Driving change from Voice of Customer feedback is a game changer in customer experience management. Think about it.

Analytics 195

Analytics Customer Experience Management Net Promoter Score 195

CSM Magazine

NOVEMBER 13, 2024

Business Systems Ltd , an industry expert in digital communications solutions, and teneo.ai – the AI-driven contact centre platform – are joining forces to present a webinar that focuses on ‘Five Signs Your Contact Centre Needs to Go Digital-First.’ The webinar is taking place on 19 November 2024 at 14:30 GMT.

System 52

System Roadmap Customer Satisfaction Industry 52

QuestionPro Audience

AUGUST 15, 2017

That’s why we’ve added the Assessments feature to ease the stress of starting a risk management program. Email us at assessments@questionpro.com to see how Assessments can meet your risk management needs.

Government 286

Government Data Competitive Advantage Measurement 286

InMoment XI

DECEMBER 10, 2024

It improves your brand image : Happy customers are more likely to recommend your business, helping support brand reputation management efforts. Your online reputation management efforts will also be crucial, as they yield positive reviews that you can use to reinforce value and reduce churn. What Is Customer Churn?

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

Uniphore

JUNE 10, 2021

We gathered these insights from 12 months of webinars and roundtable discussions with our customers. Our webinar, Survive and Thrive in 2021 with an Employee-First Automation Strategy, focused on empowering agents and improving the contact center experience by: Designing employee and customer experiences to align common outcomes.

Call Center 246

Call Center Self Service Contact Center eBook 246

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. We have talked about the technology side of working from home – a million webinars on how to migrate to the cloud or how adding new technology can reduce the load of inbound customer interactions.

Contact Center 241

Contact Center Customer Satisfaction Video Technology 241

CloudCherry

SEPTEMBER 19, 2018

As businesses strive for that competitive edge, they turn to customer experience management or CEM to better understand the customer’s perspective and improve based on these insights. Breaking down the ROI journey into manageable steps is a simplified and proven approach to help you surface the results you need to backup your investment.

ROI 256

ROI Financial CEM Metrics 256

InMoment XI

JANUARY 27, 2025

Thats when those budget discussions become less about managing costs and more about tracking investments. And to be clear, managing those variables is mission-critical for achieving, calculating, and proving ROI.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

Lumoa

APRIL 8, 2024

We have a message from our founders that will cover everything in more detail, but to be brief, the Lumoa you know will not change – only now we can do more to help you manage the voice of the customer! Contact your CS manager or email help@lumoa.me Sign up for our webinar to learn more ! to learn more!

Roadmap 195

Roadmap Knowledge Base Survey Feedback 195

InMoment XI

JULY 4, 2022

You need to be measuring and managing customer journeys , not just transactional data, so that you can improve on the customer experience as a whole. Internal Data: Most businesses will have a strong customer relationship management system (CRM) that will store all customer and behavioral data. 3: Holistic View.

ROI 370

ROI Return on Investment Social Media Survey 370

ijgolding

APRIL 23, 2019

Customer Journey Management. Alongside global specialists, Shep Hyken, Jeanne Bliss, Blake Morgan and Jay Baer, I am delighted to have contributed to a amazing repository of video content to the Unforgettable Video Series – a core element of the SmarterCX programme developed by Oracle Customer Experience. Never stop learning.

Video 273

Video Customer Experience Communication Customer Journeys 273

Lumoa

NOVEMBER 3, 2022

We recently had a webinar hosted by That Cool Man Garen, where he covers the Lumoa Integrations Hub and how it can be used to pull over your own data, your competitors data, and own the market! Otherwise, there will be no major webinar for December, with it being the holiday season. Check it out now !

Knowledge Base 195

Knowledge Base Analytics Analysis Feedback 195