Moving Beyond What Customers Want to What Customers Need

  • February 01 2017
  • Resource: Loyalty Today
  • Brennan Wilkie

Earlier this month, InMoment released our 2017 CX Trends Report. The objective of this annual exercise is to examine various areas of customer experience (CX) from both consumer and brand perspectives to determine where these groups are...Read More

What Does a Chief Customer Officer Need to Be Successful?

  • January 17 2017
  • Resource: Loyalty Today
  • Lisa Harmer

The role of Chief Customer Officer or Chief Experience Officer is still relatively new, and enterprise businesses are struggling to understand the role itself, and the roadmap to success.According to the Chief Customer Officer Council, only...Read More

CX Lessons from 2016 (And Why You Should Stay Curious in 2017)

  • January 04 2017
  • Resource: Loyalty Today
  • Simon Fraser

Earlier this year I shifted my priorities and focus, and chose pleasure and purpose over other engrained habits and needs.I was so “busy being busy” that I had forgotten the evident importance of slowing down and taking stock. The...Read More

Tone Deaf in CX: The “Music” Most Companies Miss

  • August 05 2016
  • Resource: Loyalty Today
  • cpetitt

CX thought leader and prolific Forbes contributor, Micah Solomon, recently posted an article titled “13 Ways Leadership Can Lead Employees to Provide World-Class Customer Service.” In it, he outlines ways leaders can infuse, inspire...Read More

Voice of Employee: A Critical, Often Neglected Key to CX Success

  • April 15 2016
  • Resource: Loyalty Today
  • Dr. Paul Warner

In most organizations, customer experience initiatives are designed, executed, and owned by marketing or operations. We see more CX-specific leaders and departments coming online as well in an attempt to move more of the organization towards...Read More

In Uncertain Times, Customer Experience Is Even More Critical

  • April 06 2016
  • Resource: Loyalty Today
  • Paul Warner

Recently, Forrester VP, research director and customer experience thought leader Harley Manning looked at the current volatility of the global economy, referenced trends in consumer behavior, and urged a wise course of action for businesses: Keep...Read More

Expert Q&A: H&R Block’s Tim Carter on Improving CX

  • March 31 2016
  • Resource: Loyalty Today
  • The InMoment Team

Following his opening keynote at Contact Center IQ’s recent Customer Experience Online Summit, we had the opportunity to catch up with Tim Carter, Director of Operations Support at H&R Block. During our conversation, Tim talked about the...Read More

2016 CX Trends Overview: The Positive Force of Feedback on the Customer Relationship

  • March 02 2016
  • Resource: Loyalty Today
  • The InMoment Team

The fact that consumers are increasingly expecting good, if not great, interactions with their favorite brands is nearly universally accepted at this point. And while there’s strong agreement on that point, most companies diverge sharply...Read More

Recipe for Success: What Pharmacy Industry Leaders Are Doing Right

  • January 13 2016
  • Resource: Loyalty Today
  • Kanupriya Dhoot

The booming topic of conversation lately has been the competitive advantage that non-traditional pharmacies (big-box retailers and grocery stores, for instance) have over traditional chain pharmacies. I have always wanted to peel back...Read More

Online Retail: Opportunity, Not Weakness

  • December 15 2015
  • Resource: Loyalty Today
  • Kanupriya Dhoot

We can define “competitive leaders” in every industry—brands that have captured the market by differentiating themselves on several levels from other direct and indirect competitors.In every client presentation or webinar I&rsquo...Read More

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