InMoment XI

NOVEMBER 14, 2024

This guides businesses toward strategic decisions based on measurable data. Brand24 Brand24’s tools measure brand awareness and reach, tracking conversations from 25 million online sources to provide insights into consumer sentiment. Analyze Data Consistent analysis is key to spotting trends and improving key metrics.

Tools 195

Tools Social Media Customer Experience Analysis 195

InMoment XI

NOVEMBER 26, 2024

Step 5: Understand Customer Sentiment While customer sentiment is usually a metric reserved for consumers who have already become customers, it can be useful in creating a customer journey map. These metrics can help you drive transformative action within your organization. Must-know customer service statistics of 2024. ( [link] ).

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

OCTOBER 30, 2024

Investing in measures like encryption and secure data storage will help you better protect customer privacy. What are the best Customer Experience Metrics for Insurance Companies to Measure? Once you’ve implemented your CX strategy, it’s imperative that you evaluate and measure its performance. Accessed 10/17/2024.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

Retently

OCTOBER 11, 2024

Focusing on key CX metrics like NPS, CSAT, and CES, it helps brands gain critical insights into customer interactions while ensuring support teams consistently deliver top-quality service. These tools integrate seamlessly with broader CX metrics for a comprehensive view of customer satisfaction.

Ecommerce 134

Ecommerce Retail Software Customer Service 134

InMoment XI

OCTOBER 24, 2024

These platforms focus on improving customer experience metrics such as customer satisfaction, loyalty, and retention. With InMoment, you can create your own customer experience dashboard that only shows you the most important metrics to your business. Accessed 10/11/2024. Accessed 1014/2024. Accessed 10/14/2024.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

InMoment XI

DECEMBER 7, 2023

Organizations must learn how to measure, manage, and act on customer experience KPIs and metrics so that they can deliver experiences that lead to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. What Are Customer Experience KPIs and Metrics?

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

InMoment XI

DECEMBER 18, 2024

It uses metrics from AI-enabled text analysis to evaluate how well agents respond and handle conversations. They analyze historical data, trends, and real-time metrics to forecast customer demand accurately. For example, they can receive notifications for changes in key call center metrics to make informed decisions.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

InMoment XI

OCTOBER 23, 2024

Part of the transformation enhanced retention and acquisition, along with improving key business metrics through its partnership with InMoment. Continuously monitor and improve customer satisfaction through measurement. How Banks Should Measure Customer Experience? Accessed 10/14/2024. Accessed 10/16/2024.

Banking 195

Banking Customer Experience Effort Score Financial 195

eglobalis

JULY 31, 2024

Social Media Management Tools Tools such as Hootsuite, Hubspot and Sprout Social among many players allow businesses to manage their social media presence, schedule posts, and track engagement metrics. Advanced analytics help businesses understand customer behaviour, measure campaign effectiveness, and optimize strategies to improve CX.

Customer Experience 425

Customer Experience Social Media Analytics Chatbots 425

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. Three Eras of CX Measurement : Metrics Evolution : Understand the three distinct eras of CX measurement.

Survey 380

Survey Net Promoter Score NPS Exercises 380

InMoment XI

NOVEMBER 7, 2024

You can track this by monitoring pre-selected customer experience metrics to identify trends, understand customer preferences, and detect any drop-offs in the automated journey. InMoment’s XI Platform lets you quickly prioritize the most important actions from your unstructured data with real-time customer sentiment measures.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

ECXO

MARCH 24, 2024

The first part will delve into: Mastering the Maze of CX Metrics & Money with Lynn Hunsaker, the CCO of ClearAction Continuum , facilitated by Ricardo Saltz Gulko. Join us on April 17th, 2024, at 4 PM CET | 3 PM GMT | 7 AM PST. CX metrics follow a sequence. Post your questions now! It’s a short session. See you there.

Metrics 194

Metrics ROI Financial Connections 194

InMoment XI

OCTOBER 17, 2024

Understanding customer expectations and behaviors is crucial to delivering consistent value and accomplishing key business metrics. This question type is excellent for measuring attitudes or perceptions about specific products or services. Accessed 10/10/2024. Accessed 10/10/2024. Luke’s Medical Center St.

Feedback 195

Feedback Effort Score Survey Customers 195

Retently

DECEMBER 10, 2024

With new players offering innovative features and established names upping their game, 2024 might be the right time to rethink your survey strategy. Its intuitive interface and advanced features make it a strong choice for businesses aiming to systematically measure and improve customer satisfaction and engagement.

Multi-Channel 78

Multi-Channel Omni-Channel Analysis Survey 78

InMoment XI

JUNE 5, 2024

InMoment is excited to announce its recognition as a Leader in the Forrester Wave : Text Mining and Analytics, Q2 2024. For some context , The Forrester Wave Text Mining and Analytics, Q2 2024 report is a rigorous evaluation of the top text mining and analytics providers.

Analytics 195

Analytics Effort Score Social Media Innovation 195

InMoment XI

AUGUST 9, 2024

Customer experience programs refer to an organization’s ongoing efforts to listen to and collect customer feedback , measure customer perceptions of their experiences, and ultimately improve those experiences to encourage positive brand perception and business growth. You should choose the metric that most closely aligns to your CX goals.

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. Wishing you a joyful Christmas and a Hanukkah full of light!

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Gainsight

JANUARY 21, 2025

We surveyed companies across industries for the CS Index 2024 , and we noticed a few trends for EMEA that we think will dictate strategies in 2025 in the region. Empowered by more robust tools, customers and executives alike will expect a better customer experience that delivers across all metrics.

Customer Retention 52

Customer Retention Customer Relationship Management Trends Customer Success 52

AWS Machine Learning

MARCH 11, 2025

OpenAI launched GPT-4o in May 2024, and Amazon introduced Amazon Nova models at AWS re:Invent in December 2024. How do Amazon Nova Micro and Amazon Nova Lite perform against GPT-4o mini in these same metrics? Vector database FloTorch selected Amazon OpenSearch Service as a vector database for its high-performance metrics.

Comparison 98

Comparison e-support Knowledge Base Sports 98

BirdEye

SEPTEMBER 20, 2024

Birdeye View 2024 , which took place from September 10th to 12th, 2024, showcased AI’s power in revolutionizing business strategies, enabling companies to stay ahead of the competition and deliver top-notch customer experience at scale. Watch the free demo now.

Innovation 105

Innovation Social Media Multi-Channel Metrics 105

Calabrio

MARCH 5, 2025

First call resolution (FCR) defined First call resolution (FCR) , or first contact resolution, is a customer service KPI that measures the percentage of customer issues resolved during the customer’s initial contact. However, research conducted by Freshworks in 2024 indicates that an FCR of about 70% represents a metric in the top 20%.

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

InMoment XI

SEPTEMBER 17, 2024

Once you identify all the touchpoints, you can start to measure how customers interact with them. By leveraging customer journey analytics, businesses can measure each phase of the customer journey in a detailed and data-driven manner. Here are some common customer journey metrics you can track: 1.

Customer Journeys 195

Customer Journeys Net Promoter Score Self Service Touchpoint 195

InMoment XI

JULY 25, 2024

Contact Center Experience Best Practices The metrics you track to measure your contact center experience will vary depending on your industry. Monitor and Analyze Performance Know which customer experience metrics are most important for your business so they can be tracked to help measure your contact center performance.

Contact Center 195

Contact Center Contact Center Software Self Service Analytics 195

AWS Machine Learning

DECEMBER 5, 2024

With trust as a cornerstone of AI adoption, we are excited to announce at AWS re:Invent 2024 new responsible AI tools, capabilities, and resources that enhance the safety, security, and transparency of our AI services and models and help support customers own responsible AI journeys.

Resources 105

Resources Tools Innovation Metrics 105

Zonka Feedback

NOVEMBER 25, 2024

Collecting customer opinions through feedback tools can help you get ideas for enhancing products, improving service quality, shaping brand perception, and measuring key customer experience metrics like NPS, CSAT, and CES.

Feedback 52

Feedback Tools NPS Analysis 52

InMoment XI

OCTOBER 3, 2024

How Is Customer Retention Measured? Your customer retention rate is an important metric. Improve Customer Experience Metrics Another strategy to improve customer retention is by improving other customer experience metrics surrounding customer retention. Accessed 9/19/2024. Accessed 9/19/2024. Google Cloud.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

InMoment XI

OCTOBER 4, 2024

While quantitative metrics are valuable in their own right, combining them with qualitative insights provides a more comprehensive overview of the customer experience. The lack of such a platform will make it difficult for you to track and process key CX metrics across the customer journey. Accessed 9/25/2024. Porch Group Media.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

SEPTEMBER 19, 2024

Measure Customer Experience Metrics One of the ways to track the effectiveness of your end-to-end customer experience improvement is by tracking customer experience metrics. You may also be able to drive employee engagement by offering incentives once certain metrics are met. link] Accessed 9/9/2024.

Customer Journeys 195

Customer Journeys Customer Experience Social Media Banking 195

DCX

DECEMBER 29, 2024

Sometimes, the biggest breakthroughs come not from adding more but from questioning the basics—how we measure success, connect with customers, and design experiences. Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success.

NPS 52

NPS Gamification Effort Score Customer Centricity 52

ShepHyken

JANUARY 26, 2025

According to Forresters Consumer Benchmark Survey, 2024, 54% of US online adults agree that loyalty programs influence what they buy, and 64% agree that programs influence where they make purchases. Are Your CX Metrics Hurting Your Customer Experience? There are ongoing discussions about which CX metric is the best.

Net Promoter Score 66

Net Promoter Score Loyalty Programs Customer Service Effort Score 66

Optimove

OCTOBER 22, 2024

Key takeaways: Deliverability measures whether an email reaches the inbox or ends up in the spam or junk folder. Factors that impact deliverability include sender reputation, list hygiene, and engagement metrics. The calculation is more complicated, taking into consideration both positive and negative engagement metrics.

Return on Investment 69

Return on Investment ROI Metrics Engagement 69

DCX

DECEMBER 1, 2024

Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success. No fluff, no filler—just proven tips to get everyone on the same page. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for.

Fashion 52

Fashion Culture Trends Connections 52

Lumoa

JANUARY 24, 2024

Customer satisfaction drives key metrics like your Net Promoter Score (NPS). In 2024, delivering quality CX is so critical to business success that no Customer Experience Officer (CXO) can afford to overlook it. Use these metrics to gauge the effectiveness of your CX strategies and guide continuous improvement.

Analytics 195

Analytics Feedback Net Promoter Score Analysis 195

InMoment XI

JUNE 7, 2024

REPORT Hospitality Reputation Benchmarks Report 2024 InMoment’s 2024 Hospitality Online Reputation Benchmarks Report provides a top-level view of the state of reviews today for the hospitality and restaurant industries — and how these reviews reflect the experiences patients want to have. link] Accessed 5/6/2024.

Hotels 195

Hotels Management Social Media Hospitality 195

InMoment XI

OCTOBER 9, 2024

Measure your CX performance. The following feedback metrics enable businesses to quickly identify areas for improvement without intimidating new customers: Net Promoter Score (NPS) is a customer loyalty metric that measures how likely customers are to recommend a product or service to their colleagues, typically on a scale of 1-10.

Feedback 195

Feedback How To Social Media B2C 195

Kayako

AUGUST 12, 2022

eMarketer estimates that by 2024 almost 20% of total retail sales will be via eCommerce, and that estimate does not include travel and event ticketing or restaurant food delivery. One way to do that is to begin to measure customer satisfaction via the customer effort score (CES).

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

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?!), But if youre only measuring the success of your digital initiatives by the impact they have on your teams efficiency, youre missing the other half of the equation. These are noble goals.

Trends 52

Trends Customer Success Net Promoter Score Customer Journeys 52