InMoment XI

DECEMBER 3, 2024

For example, training employees to adopt a customer-centric approach and rewarding their work to motivate them. Enlighten: Key skills include CX data collection, analysis, and visualization to ensure actionable insights across the organization. Investing in AI-powered analysis to gain valuable insights from customer experiences.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

Thematic

MARCH 30, 2025

Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business. Take Instacart.

Customer Insights 62

Customer Insights Data Analytics How To 62

InMoment XI

MAY 30, 2024

Most businesses achieve this by utilizing text analysis software. 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. What is Text Analysis Software? Read the report today!

Analysis 195

Analysis Software Self Service Social Media 195

Thematic

MARCH 20, 2025

This happens when businesses make decisions without considering customer insights. They need a structured way to understand their customers, anticipate needs, and improve the user experience, so they need a customer insights framework. What is a Customer Insights Framework? Are there missing insights?

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

Thematic

APRIL 1, 2025

Improving your customer experience starts with a strong customer insights strategy. In simple terms, this strategy is your game plan for collecting and leveraging customer insights to drive better decisions. Defining Clear Objectives for Your Customer Insights Strategy Every great strategy begins with a clear goal.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

Thematic

MARCH 2, 2025

This staggering statistic highlights why businesses must prioritize customer insights and invest in analysis tools to understand their audience better. So, what are customer insights? Customer insights are actionable understandings derived from customer data that help businesses improve their strategies.

Customer Insights 62

Customer Insights Analysis Social Media Analytics 62

Thematic

MARCH 20, 2025

Imagine running a business where you can predict what your customers want before they even know it themselves. No more guessing games, no more endless spreadsheets—just clear, actionable customer insights that drive results. That’s exactly what customer insights AI is bringing to the table.

Customer Insights 62

Customer Insights Analytics Social Media Analysis 62

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis. Customer feedback is a precious resource for understanding what’s effective and what needs improvement.

Analysis 195

Analysis Social Media Trends Feedback 195

eglobalis

DECEMBER 11, 2024

This ensures that customer insights are accurately captured and integrated into the CX strategy. Involving Customers in Experimentation Involving customers in the experimentation process is crucial for gaining authentic insights and fostering loyalty.

Customer Journeys 353

Customer Journeys Effort Score Omni-Channel Social Media 353

Thematic

MARCH 18, 2025

." That’s exactly why customer insights platforms are essential. That way, you can easily understand what customers truly want. In this guide, you’ll get a peek into some of the best customer insights platforms and their features. What is a Customer Insights Platform?

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

Calabrio

MARCH 25, 2025

Are you able to understand what your customers are telling you? Can you use these customer insights to improve their experiences and deliver what they really want? If not, thats where the latest AI-driven Voice of the Customer software and tools can help.

Software 130

Software Customer Journeys Tools Contact Center 130

InteractionMetrics

MARCH 13, 2025

Sentiment analysis reveals the emotions your customers feelbut knowing how they feel is only useful if you know why they feel the emotion in the first place. If you want to improve customer experience, you need more than just emotional data. What Is Customer Sentiment Analysis? Neutral sentiment.

Analysis 52

Analysis Customer Experience Self Service Social Media 52

InMoment XI

NOVEMBER 13, 2024

This dataset includes the target variable you want to predict (customer churn) and features that describe customer profiles. InMoment’s data analysis capabilities give you the power to automatically sort through your customer feedback data and detect sentiments such as intent to churn.

Customer Retention 195

Customer Retention How To Analysis ROI 195

Lumoa

NOVEMBER 21, 2023

But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis. The result is a happy customer who is likely to buy again or return for services.

Analysis 195

Analysis Feedback Social Media Chatbots 195

CSM Magazine

JANUARY 28, 2025

Gone are the days of relying solely on demographic data and periodic surveystoday’s businesses have access to AI-driven customer insights, a game-changer for growth. By leveraging AI, companies can make decisions rooted in data, improve customer satisfaction, and ultimately grow their revenue.

Customer Insights 52

Customer Insights How To e-support Social Media 52

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

Lumoa

APRIL 13, 2020

With the modern technologies available today, such as speech-to-text and artificial intelligence (AI) it’s possible to automatically generate insights from calls, Interactive Voice Response (IVR) surveys, and post-call surveys. As a consequence, many companies receive large volumes of customer data via phone calls.

Customer Insights 195

Customer Insights Feedback Social Media Survey 195

Lumoa

AUGUST 8, 2023

This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today.

Analysis 195

Analysis Survey Feedback How To 195

InMoment XI

DECEMBER 10, 2024

InMoments XI platform enables you to collect and analyze customer insights effectively. As a result, you build trust, improve retention, and reduce the likelihood of customers leaving. With InMoments social listening tool , you can track brand and product mentions to see what customers have to say.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

eglobalis

JUNE 27, 2024

Real-time Customer Data Platforms (CDPs) integrate data from various touchpoints, offering a unified view of the customer. Firms like Segment, Oracle, SAS, Tealium, and Treasure Data use CDPs to enable real-time analysis and personalized customer interactions. CDPs enable real-time analysis and segmentation.

Strategy 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

ECXO

MARCH 6, 2025

These are opportunities where exceptional experience can strongly influence a customers loyalty and spend. 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.

B2B 339

B2B Customer Journeys How To Effort Score 339

PeopleMetrics

FEBRUARY 13, 2025

As I outlined in the book , the reality is, VoC doesnt live in a vacuumit touches multiple departments, each playing a crucial role in making customer insights actionable. And with AI reshaping how we collect, analyze, and act on customer feedback, internal alignment has never been more critical. Maybe even more so.

Analysis 109

Analysis Healthcare Feedback Analytics 109

Calabrio

FEBRUARY 28, 2025

Traditionally, speech analytics in the contact center primarily focused on the transcription and analysis of what was said, converting spoken words into text and identifying keywords or phrases. This analysis identifies patterns, trends, and insights that would be impossible for humans to detect manually.

Contact Center 130

Contact Center Analytics Analysis Self Service 130

InMoment XI

OCTOBER 4, 2023

We think of integrated CX as the process of creating an omnichannel customer experience through three key steps: capturing integrated signals, creating integrated insights, and taking integrated actions. Human insight, analysis, and creativity remain indispensable.

Customer Experience 418

Customer Experience Net Promoter Score How To Effort Score 418

eglobalis

JULY 2, 2024

Comprehensive feedback from multiple sources, integrating Voice of the Customer (VOC), metrics, measurements, data analytics, real-time sentiment analysis, and evolving AI developments, is essential for gaining a complete customer understanding. In today’s volatile environment, customer sentiment can change rapidly.

NPS 450

NPS Feedback Net Promoter Score B2C 450

ECXO

AUGUST 12, 2024

Similarly, in regions like Latin America (LATAM), North America (NAM), and Europe, the Middle East, and Africa (EMEA), tailored MarTech strategies are proving essential for elevating CX in line with distinct market dynamics and customer expectations. The ECXO is an open access CX Professional Business Network.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

ECXO

JULY 29, 2024

Real-Time Customer Data Platforms (CDPs) : Integrating data from various touchpoints to offer a unified view of the customer. Firms like BlueConic, Adobe, RedPoint Global, and Exponea use CDPs to enable real-time analysis and personalized customer interactions. CDPs enable real-time analysis and segmentation.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Experience Investigators by 360Connext

OCTOBER 5, 2021

What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. This leads to innovation and better experiences for customers. .

Customer Journeys 367

Customer Journeys Social Media Contact Center How To 367

Thematic

SEPTEMBER 1, 2021

With just one click, you can now send your customer conversations to Thematic for automated tagging and analysis. Read on to learn how to use our powerful analytics for deeper customer insights. For example, it’s useful to know the main reasons your customers are looking for support. What is chat analytics?

Customer Insights 114

Customer Insights How To Analysis Analytics 114

Retently

JANUARY 13, 2025

With these insights, you can address the problem before it escalates into a flood of complaints. Look for tools that provide intuitive dashboards to simplify data analysis, allowing you to track trends and filter responses by customer segments. Thats why weve handpicked five tools that excel in different ways.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

SurveySensum

JANUARY 27, 2025

This isnt just about gathering responsesits about gathering the right responses, in the language that best represents the customers voice. Now, lets explore how multilingual surveys can transform your data collection and analysis on a global scale. Why You Should Run Multilingual Surveys?

Survey 52

Survey Customer Insights Customers Culture 52

Thematic

FEBRUARY 24, 2025

That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Companies that actively apply customer insights boost retention, loyalty, and competitive advantage.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Thematic

MARCH 30, 2025

Those moments don’t happen by accident; they happen because businesses use customer insights to personalize customer interactions and optimize workflows. Let’s explore eight ways these insights can take customer service from reactive to proactive.

Customer Service 62

Customer Service Strategy Self Service Airlines 62

Lumoa

SEPTEMBER 23, 2022

Recently, Lumoa organized a webinar about Insights where we talked about the challenges in identifying emerging trends, root causes, and how to properly close the loop with your customers. The post Closing the loop with Lumoa Insights appeared first on Lumoa. How to close the loop .

Infographics 195

Infographics Analysis Customer Insights Trends 195

C3Centricity

JULY 23, 2024

Understanding the Potential for SMEs to Use More Customer-Centric Data Superior use of customer-centric data means going beyond basic data collection and analysis to integrate customer insights into every facet of a business. This is what I want to cover in this post.

Data 293

Data Customer Centricity Analysis Study 293

Calabrio

MARCH 4, 2025

The combined use of machine learning and natural language processing technology in this analysis is what makes conversation intelligence tools uniqueand its what fuels the data-driven, strategic intelligence that organizations can use to improve agent performance and customer experiences.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

Retently

MARCH 17, 2025

Its also about understanding how customers feel. Thats why the best CX reports balance quantitative data (stats, graphs, trends) with qualitative insights (customer feedback, sentiment analysis, and real examples). Straightforward, No-Frills : These reports often skip the deep analysis. Whats frustrating them?

Report 90

Report How To Effort Score NPS 90