eglobalis

NOVEMBER 12, 2024

Instead of traditional metrics, which often emphasize internal performance, client-centered delivery measures success by how well the project addresses the client’s pain points and aspirations. Use predictive analytics and regular risk assessments to identify potential project bottlenecks early.

Customer Centricity 511

Customer Centricity Strategy B2B Consulting 511

eglobalis

DECEMBER 17, 2024

Rethinking Customer Loyalty Metrics: Beyond NPS The Net Promoter Score (NPS) , once heralded as the ultimate measure of customer loyalty, is now under scrutiny. As Eglobalis previously highlighted predating Forrester’s 2025 predictions companies reliant on NPS risk mediocrity by clinging to outdated measurements.

Net Promoter Score 340

Net Promoter Score Effort Score B2B NPS 340

InMoment XI

NOVEMBER 1, 2022

In data analysis terms, this can be a real advantage, giving us clear, definite numbers on which to base future decisions. Cluster analysis is an answer to this problem. With cluster analysis, data analysts can construct data groups (or clusters ) based on a range of similarities and differences. What Is Cluster Analysis?

Analysis 397

Analysis Groups Metrics Airlines 397

ECXO

JULY 10, 2024

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric.

Metrics 374

Metrics Analysis Feedback NPS 374

eglobalis

DECEMBER 11, 2024

Additionally, it discusses alternative measurement methods beyond traditional metrics and highlights global examples of companies excelling in CX experimentation. Related Article: Crafting a Global CX Strategy: Adapting to Diverse Markets Measuring the Success of CX Experimentation Traditional metrics have limitations.

Customer Journeys 356

Customer Journeys Effort Score Omni-Channel Social Media 356

Retently

JANUARY 13, 2025

By measuring the effort your customers expend, youre unlocking insights into what works and what doesnt. In this article, were spotlighting the top 5 tools for measuring CES. The Customer Effort Score (CES) measures one simple but crucial aspect: How easy is it for customers to get what they need from you? Low scores?

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

Lumoa

JANUARY 8, 2024

This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. That’s where text analysis, or text mining, comes into play. Text analysis software categorizes these into positive, negative, and neutral, picking up on language cues and common phrases.

Analysis 369

Analysis Software Comparison Social Media 369

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. Sentiment analysis also helps with effective customer service.

Tools 195

Tools Social Media Customer Experience Analysis 195

eglobalis

FEBRUARY 24, 2025

Human-Led Decision-Making for Complex Journeys AI supports data analysis, but it cannot navigate intricate stakeholder needs in B2B customer journeys. Human-driven analysis lets Dell identify trends, align offerings and maintain relevance. Example: Oracles customer success services allow measurable success for Oracle Cloud users.

B2B 291

B2B Culture Innovation Loyalty 291

eglobalis

JANUARY 7, 2025

” Using insights from financial advisors and SME owners, they developed user-friendly analytics tools to assist with budgeting and cash flow projections. Goals : Identify areas of improvement, measure user satisfaction, and ensure alignment with the problem statement. Id love to hearwhat is your company doing with DT and CX.

B2B 288

B2B Company Customer Journeys Innovation 288

Calabrio

MARCH 25, 2025

Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty. In order to improve it, contact centers must be able to measure it.

Call Center 130

Call Center Measurement Self Service How To 130

InMoment XI

NOVEMBER 22, 2024

Feedback analysis also improves product strategy, ensuring you continue delivering value that retains and acquires clients. Here’s a breakdown of the most impactful user feedback metrics for your SaaS business: Net Promoter Score Net Promoter Score (NPS) is a commonly used metric that measures customer loyalty.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

ECXO

JUNE 11, 2024

A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko As we have explored, AI is fundamentally transforming the employee experience, touching every aspect from recruitment and onboarding to learning, development, and day-to-day engagement.

Employee Experience 334

Employee Experience Analysis Multi-Channel Employee Engagement 334

InMoment XI

APRIL 3, 2025

Recognizing Difference Optimizing CX strategies requires measuring success at different journey stages in an integrated way, whilst still recognizing that the goals, expectations (both external and internal), and KPIs may well differ. And build their experience design and measurement around these insights.

Culture 195

Culture Social Media Loyalty Government 195

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn.

NPS 453

NPS Feedback Net Promoter Score B2C 453

eglobalis

JUNE 27, 2024

Data analytics is critical for processing vast amounts of information to uncover patterns and actionable insights. Organizations such as Google, Netflix, and Spotify excel in leveraging data analytics to enhance user experiences and personalize offerings. Companies like HSBC in Europe and Toyota in APAC excel in this area.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

InMoment XI

OCTOBER 23, 2024

Moreover, by handling repetitive analytical tasks, AI systems allow human agents to invest more of their time and energy into forging strong customer relationships by resolving more complex issues. AI-powered feedback analysis can also help your bank capture meaningful insights from customer data to improve CX strategy.

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

DECEMBER 18, 2024

For example, sentiment analysis is an NLP algorithm that categorizes feedback as positive, neutral, or negative. It uses metrics from AI-enabled text analysis to evaluate how well agents respond and handle conversations. Response Generation Automation tools can also help with response generation once feedback analysis is complete.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

ECXO

OCTOBER 23, 2024

With advanced data analytics capabilities, AI can analyze vast amounts of customer data in real time, identifying patterns and trends that human operators might miss. Sentiment analysis algorithms can process vast amounts of customer feedback from multiple sources, such as social media platforms, online reviews, and surveys.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

InMoment XI

MARCH 14, 2025

Improving Customer Satisfaction Performance analysis helps you identify whats working in your contact center and what isnt. Enhancing Agent Productivity Call center analytics give you a clearer picture of how well your agents are performing in terms of productivity and customer satisfaction. How Do You Analyze Call Center Performance?

Call Center 195

Call Center Metrics Tools First Call Resolution 195

InMoment XI

NOVEMBER 15, 2023

Customer experience analytics is the practice that empowers businesses to do just that. We’ll explore what customer experience analytics is, where it comes from, important metrics to consider, its benefits, real-world examples, and how to drive value from this practice. What is Customer Experience Analytics?

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

InMoment XI

DECEMBER 17, 2024

What Youll Discover in Our Guide: Holistic Interaction Analysis Immediate, Actionable Insights Deep Dive Analytical Tools Thank you Your download will begin shortly. Regardless of their background, your chosen candidate should have experience with this to ensure that you can measure the ROI of your CX program.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

OCTOBER 30, 2024

Investing in measures like encryption and secure data storage will help you better protect customer privacy. It leveraged the InMoment CX platform, especially its text analytics and case management features, for this purpose. What are the best Customer Experience Metrics for Insurance Companies to Measure?

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

Thematic

JANUARY 29, 2025

And that’s where text analytics comes in. For more tips on maximizing insights, check out our guide on customer review analysis. This is important because before you can spot pain points or trends, you need to make sure your data is ready for analysis. Sentiment analysis helps here. That’s huge!

Analysis 62

Analysis Analytics Feedback Net Promoter Score 62

ECXO

JULY 29, 2024

Data Analytics : Processing vast amounts of information to uncover patterns and actionable insights. Companies like Apple, Hulu, and Pandora excel in leveraging data analytics to enhance user experiences and personalize offerings. Insights from teams at firms like IBM, FedEx, and Target highlight trends and areas for improvement.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Calabrio

MARCH 25, 2025

Types of VoC Tools Voice of the Customer tools can, broadly speaking, be categorized into three main types, each serving a distinct purpose in capturing and analyzing customer feedback: Reporting and analytics tools These tools are designed to extract meaningful insights from customer interactions.

Software 130

Software Customer Journeys Tools Contact Center 130

InMoment XI

SEPTEMBER 3, 2024

When you analyze the natural language interactions between customers and an organization, conversational analytics unlocks a wealth of insights that can be used to resolve issues faster, enhance agent performance, reduce costs, and demonstrate the value of customer service investments. What is Conversational Analytics?

Analytics 195

Analytics Data Social Media Average Handle Time 195

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

Joe Rawlinson

JANUARY 24, 2025

Without a clear understanding of business analytics, entrepreneurs risk making decisions that may harm growth and profitability. Business analytics isnt just for large corporations. This article dives into the essential role of business analytics and how entrepreneurs can use it to achieve long-term success.

Analytics 78

Analytics Financial Return on Investment e-support 78

eglobalis

AUGUST 19, 2024

Inconsistent Survey Implementation Variations in how NPS surveys are conducted, including timing and phrasing, can lead to inconsistent and unreliable data, complicating the comparison and analysis of results over time. This includes leveraging advanced analytics and AI to interpret customer feedback and drive actionable insights.

NPS 438

NPS Net Promoter Score Effort Score Metrics 438

ECXO

DECEMBER 4, 2024

In SaaS, customer success often focuses on proactive engagement, usage analytics, and ensuring customers extract maximum value from their subscription-based services. Their success is measured in terms of repeat business, customer referrals, and overall customer satisfaction. Customer Engagement 1.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

Calabrio

MARCH 22, 2025

Strategic Planning, Measurement, and Optimization: None of these call center management activities happen in a vacuumor at least they shouldnt. Leverage machine learning and analytics to predict call volume, anticipate changes, and then optimize schedules to minimize wait times and maximize resource utilization.

Contact Center 130

Contact Center Management Strategy Call Center 130

Lumoa

JANUARY 24, 2024

That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. When to use text analytics This situation is where automated text analytics in customer feedback is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic.

Analytics 195

Analytics Feedback Net Promoter Score Analysis 195

InMoment XI

OCTOBER 29, 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. With the award-winning InMoment AI, you can then capture analytical insights from the feedback. How Do You Measure Customer Loyalty Analytics?

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

ECXO

MARCH 6, 2025

By using data (such as customer feedback scores, churn analysis, and revenue by touchpoint) and customer journey mapping insights, leaders can pinpoint which areas will deliver the greatest impact if improved. Advanced analytics and machine learning are opening new possibilities in CX transformation.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

SEPTEMBER 22, 2022

Six Sigma is a methodology that uses data analytics and statistics to analyse business processes and services in order to understand how they’re performing and how they can be optimised. Six Sigma follows the DMAIC process made up of the following steps: Define Measure Analyse Improve Control. What Is Six Sigma? .

Analysis 370

Analysis Analytics Measurement Customer Experience Professionals 370