InMoment XI

OCTOBER 23, 2024

In a period of financial anxiety, customers are looking for institutions they can trust. Your bank can present itself as a reliable option by demonstrating a commitment to making their customer journey smooth and personalized. It is a proven way of retaining customers. Implement CX initiatives in phases.

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

OCTOBER 30, 2024

Customers who feel valued are more inclined to renew policies and become loyal brand advocates. It improves customer satisfaction across all touchpoints. Quick, transparent, and efficient services reduce frustration and improve the customer journey. Here are some strategies for enhancing customer retention and loyalty: 1.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

InMoment XI

DECEMBER 17, 2024

A customer experience manager determines, implements, and refines the customer experience strategy to ensure that all customer interactions with a company are seamless, satisfying, and aligned with the organizations values. Otherwise, your information silos stay intact and your customer journey remains fragmented.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ECXO

OCTOBER 5, 2023

During this presentation, participants will gain valuable insights about the Last Days of Surveys: Historical Context and Evolution of Measurement : Discover how AI revolutionizes Customer Experience (CX) productivity. Maurice is now Editor in Chief – Content, at OCX Cognition , a leader in the emerging Customer Experience AI space.

Survey 380

Survey Net Promoter Score NPS Exercises 380

InMoment XI

AUGUST 9, 2024

What is Customer Experience (CX)? Customer Experience (CX) refers to the overall impression and perception a customer has about a company or brand based on their interactions throughout the entire customer journey. This can be done by creating a customer journey map.

Customer Experience 221

Customer Experience Customer Journeys Effort Score Net Promoter Score 221

ECXO

DECEMBER 25, 2024

SeasonOfLight , #ChristmasJoy , #HanukkahLights #cx #customerexperience Hannukah 2024 The False Dichotomy: Growth vs. Customer Experience A common misconception is that prioritizing customer experience will hinder growth by diverting resources or reducing profitability. Together, lets shine even brighter.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

NOVEMBER 13, 2024

Through its partnership with InMoment, nib rolled out a closed-loop feedback process to improve the customer experience. InMoment’s churn propensity modeling was crucial to identifying and retaining customers showing signs of dissatisfaction. How to Predict Customer Churn? Accessed 11/07/2024. Accessed 11/07/2024.

Customer Retention 195

Customer Retention How To Analysis ROI 195

Retently

AUGUST 5, 2024

Welcome to The Ultimate Guide to the Best B2B NPS Software of 2024 ! If you’re looking to boost your customer satisfaction and drive business growth, you’ve come to the right place. Let’s dive in and understand why NPS (Net Promoter Score) is such a big deal and how the right software can make all the difference.

NPS 100

NPS B2B Software Net Promoter Score 100

InMoment XI

OCTOBER 8, 2024

Customer experience improvement refers to enhancing the interactions and overall satisfaction a customer has with your business across all touchpoints. This involves understanding customer needs and expectations, as well as any pain points they have in the customer journey , and working to address them.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

DCX

DECEMBER 29, 2024

-Mark This week’s must-read links: Gamified Fitness: What Whoop Can Teach Us A perspective on happiness to start the year How Will You Shape the Future of Customer Experience? Personalization at scale: Customers want to feel special—even if there are millions of them. What’s wrong with NPS?

NPS 52

NPS Gamification Effort Score Customer Centricity 52

SurveySensum

DECEMBER 4, 2024

This CX metric has the ability to gauge customer loyalty and predict business growth. Using NPS in finance industry can get to the heart of why customers would or wouldn’t recommend them to others. What is NPS in Banking and Other Financial Institutions? And this is where NPS comes into play.

Banking 52

Banking NPS Financial Net Promoter Score 52

Gainsight

JANUARY 8, 2025

When they see email communication capabilities in both your Marketing Automation Platform (MAP) and Customer Success Platform (CSP) , theyre bound to ask, Why do we need both? Its a valid questionbut the answer lies in understanding and reconciling the distinct roles each tool plays in the buyer and customer journey.

Customer Journeys 52

Customer Journeys Net Promoter Score Sales Communication 52

SurveySensum

DECEMBER 30, 2024

CustomerGauge is well known for its advanced capability in customer loyalty measurement via NPS; however, it doesnt have the perfect solution for every business. While it shines in NPS insights, CustomerGauge falls short in a few key areas. Source: G2 , CustomerGauge Review, Sep 11, 2024 2.

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

Totango

FEBRUARY 13, 2024

With TrustRadius’ 2024 Most Loved Award in hand, Totango is proud to showcase how it is at the forefront of providing data-driven customer insights, helping companies across the globe prevent churn, increase revenue growth, and boost team efficiency. Totango also saves the PowerFly team a significant amount of time.

Customer Journeys 112

Customer Journeys NPS Customer Success System 112

InMoment XI

OCTOBER 4, 2024

Let’s look at a few examples of how businesses put CXM into practice: An online sports watch retailer enables omnichannel support to let customers interact with them via Instagram, email, and live support chat. The options make it easier for customers to voice their suggestions or complaints. Accessed 9/25/2024.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

OCTOBER 9, 2024

From onboarding the customer to converting them into a loyal brand advocate, each step of the customer journey is an opportunity to learn how your customer views your business. Knowing how to collect customer feedback is crucial to delivering consistent value as a business and staying ahead of your competition.

Feedback 195

Feedback How To Social Media B2C 195

InMoment XI

OCTOBER 7, 2024

Whether explaining sudden changes in performance or a shift in customer feedback, widget comments enable clarity for better decision-making. Use Case: “As a CX Manager, I want to quickly explain things to my ELT viewer, such as why there is a dip in this line graph or why the NPS changed from last month to this month.”

Competitive Advantage 243

Competitive Advantage Innovation Comparison Roadmap 243

Lumoa

JANUARY 24, 2024

Customer satisfaction drives key metrics like your Net Promoter Score (NPS). Satisfied customers are also paying customers, so keeping them happy also helps your bottom line. In 2024, delivering quality CX is so critical to business success that no Customer Experience Officer (CXO) can afford to overlook it.

Analytics 195

Analytics Feedback Net Promoter Score Analysis 195

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024.

Self Service 195

Self Service Customer Journeys Multi-Channel Feedback 195

InteractionMetrics

NOVEMBER 21, 2024

Improving customer service is more crucial than ever in 2024. Research shows that customers are 2.4 This blog will explore how to improve customer service, common pitfalls to avoid, and metrics that ensure your efforts are on the right track. Ensure they have: Clear protocols for resolving common customer issues.

Customer Service 52

Customer Service Strategy How To Net Promoter Score 52

InMoment XI

DECEMBER 7, 2023

Measuring CX requires a layered approach that can include in-depth user interviews and gathering data at key points of contact, as well as tracking customer experience metrics like NPS, CSAT, and CES, among others. NPS is a great place to start when you’re looking to measure customer experience.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

Horizon CX

APRIL 1, 2024

These characteristics may include: Customer-centric culture: The organization has a culture that is obsessed with the customer and focused on meeting their needs. Customer journey mapping: The organization has a deep understanding of the customer journey and the touchpoints at which customers interact with the brand.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

ChurnZero

JANUARY 10, 2025

But now that 2025 is actually here, although 2024 certainly had its fair share of futuristic innovations (a desk bike to charge your phone, anyone?!), Digital customer success trend #4: AI, AI, and more AI Artificial intelligence (AI) became the ultimate buzzword in 2024, and thats not going to change any time soon.

Trends 52

Trends Customer Success Net Promoter Score Customer Journeys 52

InMoment XI

FEBRUARY 7, 2024

According to a recent report, 81% of consumers plan to travel the same amount or more in 2024, compared to 2023. It’s a common struggle to effectively analyze this data, and then leverage it to optimize their customer experience (CX) efforts. Travel Trends 2024. ( [link] ). References Skyscanner. Access 1/19/24.

Hotels 195

Hotels Guest Experience Travel Social Media 195

ShepHyken

MAY 26, 2024

My Comment: If you’ve been following my work, you know I’m a huge NPS – Net Promotor Score – fan. See my article on the Top 14 Customer Service and CX Metrics.) This is an interesting article about NPS. My Comment: Here’s a great report from Onalytica in their 2024 B2B influencer Marketing Report.

Net Promoter Score 79

Net Promoter Score Ecommerce Customer Service B2B 79

rethinkCX

FEBRUARY 24, 2025

Whether its designing a customer journey map, boosting retention rates, or integrating AI-driven tools, fractional CX delivers targeted impact at a fraction of the cost. Why Fractional CX Matters in 2025 Customer expectations are evolving fast. Its less about rigid formulas and more about tailored solutions.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score e-support 52

Retently

AUGUST 15, 2024

CSAT Software: More Tools, More Choices When it comes to gathering customer feedback in ecommerce and retail, CSAT is the favored option. As a matter of fact, there are about twice as many CSAT tools than NPS available, particularly for brands. Features : The platform supports various metrics, including NPS, CSAT and CES surveys.

Ecommerce 106

Ecommerce Retail Software Brands 106

Lumoa

FEBRUARY 14, 2024

From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy. Is your CX strategy up to the task of meeting customers’ expectations going into 2024?

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

Totango

MAY 7, 2024

That way, both teams can use those outcomes as a benchmark of success throughout the customer journey. Customer Lifetime Value Sharing Customer Lifetime Value (CLV) across Sales and CS will focus both teams on retention—again, incentivizing Sales to only bring in accounts that CS can retain year after year.

Sports 103

Sports Sales Strategy Net Promoter Score 103

InMoment XI

APRIL 3, 2024

In other words, these touchpoints include a broad range of interactions and are constantly growing to encompass an ever-greater portion of the customer journey. Why is Digital Customer Experience Important? The digital customer experience has become an essential part of the way that consumers navigate the marketplace.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

SurveySensum

DECEMBER 24, 2024

Source: G2 review, Oct 08, 2024 2. Source: G2 review, Oct 08, 2024 3. Source: G2 review, Sep 01, 2024 4. Source: G2 review, Oct 02, 2024 5. Source: G2 review, Oct 02, 2024 5. 5 Jotform Instant alerts for new submissions Provides a range of customization options $34 per month 4.7/5

Multi-Channel 52

Multi-Channel NPS Survey Analysis 52

rethinkCX

FEBRUARY 23, 2025

By mid-2025, we expect over 40% of leading brands to adopt AI tools that predict customer needs before theyre even expressed. Why It Matters Customers crave relevance. A 2024 study found that 71% of consumers expect personalized interactions, and 76% get frustrated when they dont receive them. Contact us to unify your CX.

Trends 52

Trends Customer Experience Omni-Channel How To 52

SurveySensum

NOVEMBER 23, 2023

What is an NPS tool? How to choose the right NPS tool? With an index ranging from -100 to 100, NPS clearly gauges the loyalty or the enthusiasm of a customer to recommend your brand to their near and dear ones. What is an NPS tool? to help you make the most of your NPS survey.

NPS 52

NPS Net Promoter Score Software Tools 52

Retently

MARCH 26, 2024

Some may require advanced analytics capabilities to dive deeper into open-ended responses, while others prioritize survey customization options or the availability of industry-specific survey templates. This approach allows for customized pricing but can be a hurdle for businesses seeking quick, transparent pricing comparisons.

Survey 78

Survey Multi-Channel Effort Score Analysis 78

Gainsight

MAY 15, 2024

Earlier today, we kicked off Pulse 2024 in St. Here are the most important highlights from the first day of Pulse 2024. The Human-First AI Playbook Is Here To kick off the keyn ote, Gainsight CEO, Nick Mehta, jumped on stage to discuss the state of customer success right now. No one gets excluded in these halls!

Self Service 52

Self Service How To Customer Journeys Training 52

DCX

SEPTEMBER 15, 2024

-Mark Enjoy Free Access to this week’s Premium DCX Links Edition, Courtesy of Frost & Sullivan Executive MindXchange From October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections.

e-support 52

e-support Healthcare Customer Journeys Roadmap 52

DCX

SEPTEMBER 15, 2024

-Mark Enjoy Free Access to this week’s Premium DCX Links Edition, Courtesy of Frost & Sullivan Executive MindXchange From October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections.

e-support 52

e-support Healthcare Customer Journeys Roadmap 52