InMoment XI

DECEMBER 29, 2022

It’s thrilling to embark on another promising year, and we want to ring in 2023 with a recap of our top five InMoment Highlights from the last 12 months. It’s exciting to look back and highlight the InMoment Acquisition of ReviewTrackers, an award-winning customer review management software company! Forrester Research, Inc.

Analytics 195

Analytics B2B Guidelines Software 195

SurveySensum

FEBRUARY 17, 2025

In this digital age, where feedback can be gathered from multiple sources from social media posts to online reviews, it has become imperative that you dont miss anything as each of these customer activities can be valuable for your business. Text Analytics Tools. What Are Text Analytics Tools? So whats the solution here?

Analytics 52

Analytics Tools Multi-Channel Analysis 52

TechSee

AUGUST 14, 2023

As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy. Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Lumoa

MARCH 12, 2023

A customer experience platform is a set of tools designed to help a business manage and improve—you guessed it—the customer experience they provide. A customer experience platform is a set of tools designed to help a business manage and improve—you guessed it—the customer experience they provide. Data privacy.

Customer Experience 195

Customer Experience Customer Journeys NPS Analytics 195

Lumoa

FEBRUARY 7, 2023

The retail and commercial bank based in the UK is processing customer feedback from a variety of channels. They have chosen Lumoa to consolidate that in a single platform and analyze what customers say in real-time. What’s more, it’s an intuitive platform that anybody can use.”

Banking 195

Banking Feedback Management Culture 195

BirdEye

MAY 30, 2023

In addition, you can use customer feedback software to measure and analyze the website feedback, survey responses, and customer opinions you receive. Industry experts are labeling 2023 as the “ feedback economy. ” Check for analytical capabilities : Not all customer feedback software has analytical capabilities.

Tools 98

Tools Feedback Net Promoter Score Social Media 98

InMoment XI

AUGUST 13, 2024

Conversation Analytics Conversational analytics allows businesses to pull insights from conversations with customers. Unlike basic transcription or keyword tracking, conversational analytics goes deeper by analyzing the context, sentiment, and flow of these interactions.

Software 195

Software Social Media Analytics Return on Investment 195

Lumoa

APRIL 28, 2024

Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights. Medallia is known for its robust analytics and reporting capabilities, providing in-depth insights into customer feedback and trends.

Self Service 195

Self Service Customer Journeys Multi-Channel Feedback 195

SurveySparrow

JUNE 27, 2023

Understanding customers can be tricky, but customer journey analytics tools are here to help. They show you how customers interact with your business. This blog is about the ten best tools you can use in 2023 to improve your customer experiences. What is Customer Journey Analytics?

Customer Journeys 52

Customer Journeys Analytics Tools Multi-Channel 52

Lumoa

FEBRUARY 14, 2024

More Data-Driven Analytics Advanced analytics is enhancing the CX industry. Gartner’s 2023 Top Priorities for Customer Service & Support Leaders Report identified customer data and analytics as integral for success. But CX very rarely deals in absolutes.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

ShepHyken

OCTOBER 6, 2023

Building and maintaining customer loyalty is more critical than ever in today’s highly competitive business landscape. How to Build Customer Loyalty In 2023 – 3 Must-know Strategies A few strategies in your pocket can help you build customer loyalty better by keeping your customers engaged and loyal.

Loyalty 66

Loyalty Tools Social Media Loyalty Programs 66

BirdEye

MARCH 24, 2023

Analytical skills : A manager should have a good understanding of data analysis and interpretation to identify opportunities, assess risks, and make informed decisions. They need to be able to use metrics and analytics tools to track performance and adjust strategies as needed. Use LinkedIn analytics to track your engagement and reach.

Return on Investment 98

Return on Investment Social Media Sales Metrics 98

Gainsight

DECEMBER 20, 2023

Knowing how deep (or shallow) customers’ product adoption may be is critical to driving them to achieve value, engaging at the right moment in the right channel, and improving overall customer and user experiences. And this data can only come from effectively capturing and acting on insights measured through product analytics.

Customer Centricity 52

Customer Centricity Analytics Roadmap Customer Success 52

InMoment XI

JANUARY 4, 2024

Personalization Leverage data analytics and customer insights to personalize the online shopping experience. Implement personalized product recommendations, targeted promotions, and customized content based on individual preferences and past interactions. Use this feedback to make informed improvements and adjustments.

Retail 195

Retail Customer Experience Effort Score Social Media 195

ChurnZero

JUNE 14, 2023

How should I wrangle a constricted company budget to outlast 2023? For subscription businesses, the focus is clear: retaining customers. Older research from Fred Reichheld of Bain & Company showed that, in financial services, “a 5% increase in customer retention produces more than a 25% increase in profit.”

Customer Success 52

Customer Success Competitive Advantage Roadmap Customer Voice 52

ChurnZero

MAY 18, 2023

Here’s a list of ChurnZero’s major product releases in Q1 of 2023. Work faster with Customer Success AI (CS AI ) CS AI is the first generative artificial intelligence built into a Customer Success platform, and the first designed for the CS industry. Want to dive deeper into a ChurnZero feature or see it in action?

CRM 52

CRM Meeting Training Analysis 52

Forrester's Customer Insights

JANUARY 30, 2023

Marketing analytics is the practice of measuring, managing, and analyzing data from marketing initiatives — including channels, programs, campaigns, and tactics — to improve marketing effectiveness and identify opportunities to optimize short- and long-term objectives.

Analytics 46

Analytics Marketing Strategy Analysis 46

Optimove

MAY 4, 2023

The location-based marketing sphere is projected to grow to over $80 billion by 2025, and almost 80% of businesses are planning to implement location-based campaigns in 2023. That’s when marketers create segments of users visiting competitive locations to convert them into customers. Is location-based marketing worth exploring in 2023?

Video 52

Video Social Media Connections Comparison 52

Forrester's Customer Insights

NOVEMBER 8, 2022

Data and analytics teams are in for a bumpy ride in 2023. Those that can configure their content and communications best will outperform (and outlast) their competitors in the long run.

Communication 49

Communication Analytics Data Analysis 49

SurveySensum

OCTOBER 9, 2023

It provides a wide range of features for designing surveys, collecting responses, and generating insights from the data gathered. There are drawbacks that include non-responsive customer support, limited integrations, analytics, data handling, and a steep learning curve. But every tool has its limitations. user/month 4.4 (5)

Multi-Channel 52

Multi-Channel Analysis Survey Analytics 52

rethinkCX

FEBRUARY 24, 2025

The global BPO market hit $262 billion in 2023, fueled by businesses craving scalability without the overhead. Modern BPO isnt rows of agents on headsets; its AI chatbots deflecting routine queries, cloud platforms tracking real-time metrics, and analytics predicting spikes. Its not just about saving moneyits about growing smart.

Call Center 52

Call Center Strategy e-support Customer Journeys 52

ChurnZero

MARCH 14, 2025

These adages have been around for years now, so it really should come as no surprise that as customer success teams have shifted away from customer satisfaction and towards driving growth, more and more CS teams are rolling up to the CRO (chief revenue officer). 5: How do you capture the value that customer success brings to sales?

Customer Success 52

Customer Success Case Study Sales Customers 52

Totango

SEPTEMBER 22, 2023

When CS technology is feeding customer insights into other parts of the enterprise—providing the connection between sales, CS, product and marketing—businesses are able to fully recognize customer desired outcomes and nurture them across the optimal experience.

Multi-Channel 120

Multi-Channel Omni-Channel Customer Success Software 120

Blake Morgan

APRIL 3, 2023

We know in our own lives as customers that we will gladly buy from companies that make our lives easier and better, but still many companies are missing the boat on delivering that seamless experience. But some are starting to make customer experience a priority. Maximize the value of advanced analytics.

Competitive Advantage 52

Competitive Advantage Customer Centricity Ecommerce Tools 52

SurveySensum

SEPTEMBER 15, 2023

10 Best B2B Service Feedback Tools: A Detailed Comparison 10 Best B2B Service Feedback Tools of 2023 SurveySensum Feedier CustomerGauge InMoment Typeform UserReport Qualaroo Retently CrowdSignal NiceReply Conclusion Let’s start with what a B2B service feedback tool means. How to choose the right B2B service feedback tool?

B2B 52

B2B Tools Feedback Comparison 52

SurveySensum

JANUARY 5, 2023

A feedback platform that helps you analyze your product from the customers’ eyes and lands in the successful 5% category, saving you months of effort and brainstorming. And those insights determine whether your product is qualified enough to their expectations or not. . Top 10 Product Feedback Tools in 2023. SurveySensum .

Tools 52

Tools Feedback Effort Score NPS 52

Forrester's Customer Insights

AUGUST 16, 2023

Our first-time evaluation of this dynamic market, The Forrester Wave™: Conversation Intelligence For Customer Service, Q3 2023, is now live! Forrester defines conversation intelligence for customer service (CICS) as: Software solutions that analyze speech and text conversations between […]

Software 49

Software Customer Service Marketing Customers 49

Forrester's Customer Insights

DECEMBER 6, 2023

We recently completed The Forrester Wave™: Digital Operations Planning And Analytics, Q4 2023, covering what is also known as enterprise performance management (EPM), financial planning and analytics (FP&A), or extended planning and analytics (xP&A). We see significant interest […]

Analytics 32

Analytics Financial Management Customers 32

SurveySensum

OCTOBER 26, 2022

To derive business insights, these top 10 online survey tools can help you out. Text analytics . Exceptional customer support. Analytics and reports . Custom URL variables . Text analytics . Exceptional customer support. It not only collects the data from customer interaction but also leverages it.

Tools 59

Tools Survey Analysis Chatbots 59

Thematic

MAY 29, 2023

As a leader in feedback management and analytics, Thematic has evolved tremendously since its inception in 2017. Now, in 2023, we're thrilled to introduce our refreshed visual brand. Thematic helps some of the world's most renowned enterprises get customer insights to build better products and customer experiences.

Feedback 62

Feedback Brands Social Media Analytics 62

Lumoa

AUGUST 8, 2023

This led Huel to adopt Lumoa, a platform that enabled them to analyze NPS data, answer customer questions, and create targeted strategies. Lumoa’s intuitive interface and text analytics allowed everyone in the company to better understand customer sentiment, making NPS a more accessible and successful KPI.

Analysis 195

Analysis Survey Feedback How To 195

Optimove

DECEMBER 28, 2023

Enhance your customer segmentation with our advanced guide Download Now Why it Matters: From responsible AI use to journey orchestration, these are the places you should put your focus to elevate your CRM Marketing in the new year. Generative AI is simplifying the complexity of advanced data analysis and streamlining insight discovery.

CRM 69

CRM Marketing Social Media Analysis 69

Forrester's Customer Insights

SEPTEMBER 28, 2023

For example, 40% data and analytic decision makers surveyed by Forrester in 2023 indicated the most important scenario for AI was […] Unfortunately, investments to modernize data platforms have historically led to solving the challenges, bottlenecks, and objectives of IT.

Data 52

Data Strategy Analytics Survey 52

AWS Machine Learning

NOVEMBER 18, 2022

AIM402-R (LVL 400) Extract AI-driven customer insights using Post-Call Analytics. Companies are transforming existing contact centers by adding AI/ML to deliver actionable insights and improve automation with existing telephony systems. Monday November 28 | 4:00 PM – 6:00 PM PST.

Contact Center 92

Contact Center Training Leadership Innovation 92

Think Customers

SEPTEMBER 22, 2023

True omnichannel implementation requires integrated contact center software, skilled associates, and customer analytics to connect and orchestrate the customer journey. It’s a great idea, but implementation has proven very difficult , especially for large enterprise organizations working with legacy data and siloed systems.

Omni-Channel 52

Omni-Channel Contact Center Software Contact Center Social Media 52

Forrester's Customer Insights

AUGUST 17, 2023

In Forrester’s Marketing Survey, 2023, 29% of B2B marketing decision-makers in Asia Pacific who are responsible for marketing operations say that their organization will support growth over the next 12 months by enhancing marketing’s use of measurement and analytics to drive insights and decision-making.

B2B 48

B2B Analytics Measurement Survey 48

CSM Magazine

NOVEMBER 1, 2023

After yet another successful event in 2023, we’re expecting over 500 delegates to converge on the UK’s capital to discuss the latest in CX strategy and innovation. Sessions will cover critical issues like optimising CX with automation and AI, leveraging data and analytics for customer insights, and driving innovation through CRM.

Customer Experience 52

Customer Experience Customer Journeys Competitive Advantage Conference 52