Customer Service During COVID-19: Three Tips For Navigating Sky-High Customer Expectations
Delivering customer service during COVID-19 was a challenge across the board-— but perhaps no industry was hit harder than travel...
5 Ways to Get CX Buy-In from Frontline Employees
Frontline employees are constantly tasked with metrics—handle time, occupancy, attendance, and, of course, customer experience (CX). However, all of this...
InMoment Acquires Lexalytics: Leader and Pioneer of Structured and Unstructured Data
Today, we announced that Lexalytics is joining InMoment. As the leader in Experience Improvement (XI) this is another step in...
How to Translate a B2B Customer Journey Map into a Survey Strategy
Creating a customer journey map is the first step toward designing a superior customer experience (CX) that drives end-user growth....
Trying to Improve Your CX Program? Three Questions You Need for a New Perspective
Sometimes all we need is a shift in perspective. You can sit all day racking your brains for the answer...
How Inferred Feedback Can Support Traditional CX Survey Solutions for Next-Level Intelligence
Whether your customers are visiting your storefront, browsing your website, unboxing your product on TikTok, or reading a review site,...
3 Ways Financial Services Customers Are Changing—and How Brands Should Adapt
Technology factors into customers’ changing wants and needs across many industries—especially in the financial services (finserv) world. We’ve noticed a...
Do You Need a Customer Experience Operations Manager?
CX operations, or customer experience operations, is all about the systems, automation, and lines of communication that make possible a...
Three Reasons Why You Need a Case Management Program
Your brand might be asking, “why does our customer experience program need a case management system?” Well, to answer your...
Why You Haven’t Been Able to Take Action on CX Feedback
One of the questions I am often asked by organizations is, “how do other companies use customer feedback?” Fortunately, the...
Four Pro-Tips For Building a Customer Experience Business Case in Superannuation
Like many superannuation funds, legalsuper has had to quickly adapt to increased customer demands in response to legislation change and...
How to Create More Emotional Customer Experiences in Three Steps
Humans are emotional creatures whose search for meaning influences which brands they want to share experiences with. That’s something that...
