InMoment XI

JUNE 24, 2024

With the increased adoption of AI in business across all industries, there has also been a rise in text mining and analytics. The Forrester Wave and the Gartner Magic Quadrant are widely recognized and influential market research reports evaluating technology vendors. Get the Report What is the Difference Between Gartner and Forrester?

Analytics 195

Analytics How To Roadmap Knowledge Base 195

TechSee

DECEMBER 11, 2024

2024 promised groundbreaking shifts in customer service, with experts forecasting transformative technologies and strategies. Let’s revisit the five biggest predictions for service innovation in 2024, evaluate their outcomes, and uncover lessons for shaping the future. The lesson? Outcome : Progress at last!

Trends 109

Trends Self Service Omni-Channel Social Media 109

InMoment XI

JULY 1, 2024

Organizations should take a closer look at predictive analytics to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. What is Predictive Analytics? Why is Predictive Analytics Important?

Analytics 195

Analytics Data Effort Score Social Media 195

InMoment XI

MARCH 25, 2024

Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. What is Predictive Analytics? Improve customer lifetime value.

Analytics 195

Analytics Examples Customer Experience Effort Score 195

ECXO

JULY 26, 2023

The companies setting the standards on analytics are listening, hearing and reacting in real time. Real-time data analytics and CDP adoption are gaining traction in Europe and across the globe IT leaders last year told IDC that investing in technology to achieve real-time decision making was a top priority. Start where you are.

Data 296

Data Analytics Touchpoint Customer Service Representative 296

eglobalis

DECEMBER 4, 2024

In 2024, a bold and controversial claim suggested that customer experience (CX) would become irrelevant by 2030. Introduction: Why Predictions of CXs Demise Miss the Mark The claim that CX will cease to exist assumes a level of technological and organizational perfection that is implausible.

B2B 320

B2B Culture Government Innovation 320

InMoment XI

DECEMBER 17, 2024

As your company begins to scale customer experience operations, it is possible for silos that cause different departments to use separate technologies and focus on different metrics, which fragments your understanding of the customer experience. Otherwise, your information silos stay intact and your customer journey remains fragmented.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

DECEMBER 18, 2024

It leverages technology like automatic call distribution (ACD) and real-time transcription to reduce the manual workload for agents. A great example of this technology is InMoments Active Listening , which prompts customers with context-aware follow-up questions to capture meaningful feedback. What Is Contact Center Automation?

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

BlueOcean

AUGUST 9, 2021

The adoption rate of new and evolving technologies accelerated at unseen speeds—resulting in 10 years’ worth of change within a mere 10 months. Contact center technologies are certainly in the mix of acceleration. We dug into their sentiments and expectations about the future of five key contact center technologies.

Contact Center 156

Contact Center Technology Self Service Analytics 156

InMoment XI

JULY 25, 2024

Invest in Technology You need the right technology to keep up with customer inquiries. Ensure your contact center is equipped with the latest technology, including cloud-based contact center software, CRM systems, and AI-powered tools such as predictive customer analytics. link] Accessed 7/22/2024.

Contact Center 195

Contact Center Contact Center Software Self Service Analytics 195

InMoment XI

NOVEMBER 26, 2024

This often stems from poor internal communication, outdated technology, or inefficient processes. Focus: Real-time customer journey analytics to understand the emotions, pain points, and touchpoints customers are experiencing at every stage. Must-know customer service statistics of 2024. ( [link] ). Accessed 10/8/2024.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

TechSee

MAY 21, 2019

And now, with the help of emotion analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick. What is emotion analytics? Emotion analytics measures an individual’s verbal and non-verbal communication in order to understand their mood or attitude. Happy people whistle.

Analytics 137

Analytics Innovation Customer Experience Analysis 137

Optimove

DECEMBER 14, 2023

Enhance your customer segmentation with our advanced guide Download Now Informed by our work with thousands of marketing experts representing 1,200+ brands and exclusive insights from our surveys of more than 2,000 consumers, here are the pivotal latest marketing trends we see shaping the landscape in 2024.

Trends 119

Trends Marketing Video Consumers 119

InMoment XI

DECEMBER 3, 2024

Organizations advance to the final stage by leveraging the entire workforce and advanced technology. Therefore, a CX maturity model encourages an omnichannel, analytical approach. For example, companies moving from “Mobilize” to “Scale” expand the scope of their VoC program with the help of technology. Accessed 11/28/2024.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

InMoment XI

AUGUST 13, 2024

By adopting this technology, companies can stay ahead of the competition, make data-driven decisions, and continuously improve their operations. Conversation Analytics Conversational analytics allows businesses to pull insights from conversations with customers.

Software 195

Software Social Media Analytics Return on Investment 195

C3Centricity

SEPTEMBER 3, 2024

Introduction The landscape of customer-centricity continues to evolve rapidly as we move into the second half of 2024. Changes are being driven by technology, changing consumer expectations, and global dynamics. In 2024, more companies have focused on customer-centricity as their core business strategy.

Customer Centricity 156

Customer Centricity Strategy Trends Analytics 156

Team Support

DECEMBER 20, 2023

Embrace Omnichannel Support In 2024, customers expect seamless support across various channels. Being a (metaphorical) mind reader isn’t only possible, but thanks to advances in technology, it’s now a customer expectation. Implementing robust feedback loops in 2024 is essential for gaining insights into customer experiences.

Omni-Channel 108

Omni-Channel Social Media Training Feedback 108

InMoment XI

OCTOBER 24, 2024

By providing the tools necessary for effective communication, personalization, and analytics, these platforms enable businesses to build stronger relationships with their customers. Accessed 10/11/2024. Accessed 1014/2024. Accessed 10/14/2024. Accessed 10/14/2024. Accessed 10/15/2024. PingIdentity.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

InMoment XI

OCTOBER 23, 2024

Also, consider investing in self-service technologies such as interactive teller machines (ITMs) to handle basic transactions. It can provide personalized recommendations and services at scale making it a must-have technology for modern banks. Modern bank branches are transforming into consultation hubs.

Banking 195

Banking Customer Experience Effort Score Financial 195

NobelBiz

JANUARY 3, 2024

Outbound call centers are evolving rapidly, driven by technological advancements and changing market dynamics. In 2024, several key trends are set to redefine the landscape of these centers. In 2024, we’re witnessing AI’s integration into deeper levels of call center operations.

Call Center 105

Call Center Trends Contact Center Contact Center Software 105

BlueOcean

NOVEMBER 13, 2023

As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. What new trends and technologies are on their mind? Voice of Customer analytics: Everything you need to know Customer experience is, we believe, the core of excellent customer care. How are they overcoming new challenges?

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

West Monroe

OCTOBER 7, 2024

Email LinkedIn Facebook printer copy Print this page Listen to "Viewing AI as Talent, Not Technology" on Spreaker. About the episode In this episode of This is Digital, West Monroe’s Steven Kirz and Brigitte Coles discuss West Monroe’s view on AI as a talent, not just technology. Steven: I think it's completely different.

Technology 105

Technology Net Promoter Score Training Innovation 105

InMoment XI

OCTOBER 8, 2024

To account for this, ensure that your store is up to date with the latest technology so that these orders can be completed seamlessly. Implement Virtual Try-Ons Using augmented reality technology to allow customers to try products virtually will enhance their shopping experience. Accessed 9/13/2024. Accessed 9/13/2024.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

InMoment XI

NOVEMBER 14, 2024

Sentiment Analysis Competitor Analysis Multi-Platform Coverage Keyword and Hashtag Tracking Analytics and Reporting Content Creation and Scheduling CRM Integration A social listening tool lets you tap into online conversations around your business. Analytics can show engagement trends and campaign performance.

Tools 195

Tools Social Media Customer Experience Analysis 195

Experience Investigators by 360Connext

MAY 7, 2024

Guest List: Tabitha Dunn, CCXP Head of Global Customer Experience and Sales Technology at Hitachi LinkedIn: [link] Karyn Furstman, CCX, CCXP, XMP CEO & Chief Experience Officer at CustomersFurst LinkedIn: [link] Lorraine Schumacher, CCXP CX Executive Advisor LinkedIn: [link] Jignesh Shah VP of Products & GTM leader at Blackhawk Network LinkedIn: (..)

Healthcare 143

Healthcare Culture Customer Voice Connections 143

InMoment XI

OCTOBER 31, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. Companies using AI-powered automation are cutting repetitive tasks by 40%, so it makes sense to invest in this technology. How to Improve Call Center Metrics?

Call Center 195

Call Center Metrics Self Service Effort Score 195

InMoment XI

NOVEMBER 18, 2024

Here are some key methods for analyzing customer behavior: Quantitative research Quantitative data analysis Predictive analytics Customer journey mapping Cohort analysis Qualitative Research Qualitative research and analysis involve asking open-ended questions to encourage customers to share their thoughts in their own words.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

Lumoa

FEBRUARY 14, 2024

Is your CX strategy up to the task of meeting customers’ expectations going into 2024? Embrace Technology It might seem counterintuitive to champion technology as a game-changer for CX since having a human touch plays such a big part. More Data-Driven Analytics Advanced analytics is enhancing the CX industry.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

InMoment XI

OCTOBER 4, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. This is partly due to inadequate CXM technology, but also a result of departmental silos that make it difficult to have all the data in one place for accurate insights.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

MAY 30, 2024

Text analysis software, also known as text analytics software, has become indispensable for businesses aiming to extract actionable insights from textual data to improve the customer experience. Download Report Types of Text Analysis Software There are various types of text analytics software, each with its unique strengths.

Analysis 195

Analysis Software Self Service Social Media 195

CSM Magazine

OCTOBER 7, 2024

Technology is fast changing how businesses connect with customers in 2024. As AI technology advances, expect even deeper personalization opportunities that surprise and delight consumers at every turn. Cloud technology enables businesses to store, manage, and analyze vast amounts of information effortlessly.

Technology 52

Technology Customer Experience Apparel Chatbots 52

SurveySparrow

JUNE 7, 2024

You guessed it – they have conversational analytics software. By partially automating the process with AI, conversational analytics can save costs on sales outreach, agent labour, data analysis, and reduce interaction time by up to a third. That’s why conversational analytics software is crucial.

Analytics 52

Analytics Software Tools Analysis 52

Experience Investigators by 360Connext

JANUARY 23, 2024

Customer experience leaders are not just expected to keep up with trends in the marketplace, customer expectations, and technology, we simply MUST do so to serve customers and stay ahead of the competition. Behavioral analytics, AI pattern recognition, and customer preferences tell a story. Former CX “Trends” to Leave Behind 1.

Trends 143

Trends Self Service Customer Experience Customer Journeys 143

Optimove

JANUARY 11, 2024

Renowned customer analytics expert and best-selling author of “Converted: The Data-Driven Way to Win Customers’ Hearts,” Neil Hoyne, will deliver the keynote address at Optimove Connect titled The Data-Driven Way to Win Customers’ Hearts. Pancras in London.

Conference 80

Conference Analytics Connections Tips 80

InMoment XI

FEBRUARY 2, 2024

On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond. The strategic use of this technology to inform decision-making processes is an advanced approach to business strategy.

Hospitality 195

Hospitality Call Center Retail NPS 195

West Monroe

JULY 15, 2024

Milton Santiago helps us answer the question: How do you bridge the gap between cutting-edge technology and traditional banking? Created with Lunacy Q&A Silicon Valley Bank has always created services to meet the unique needs and challenges of tech companies, especially in times of rapid technological advancements.

Banking 104

Banking Innovation ROI Financial 104

InMoment XI

DECEMBER 13, 2024

The analytical insights help improve customer satisfaction and retention. “ InMoments AI technologies have helped the team better identify root cause and issues by unlocking the power of call and chat transcripts to see what customers are saying in their unsolicited feedback. Accessed on 12/12/2024. References Zendesk.

Call Center 195

Call Center Contact Center Social Media Effort Score 195