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previously highlighted predating Forrester’s 2025 predictions companies reliant on NPS risk mediocrity by clinging to outdated measurements.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 337

Net Promoter Score Effort Score B2B NPS 337

ECXO

NOVEMBER 25, 2024

Framework for Analysis: Use a strategic alignment matrix to classify requests based on their impact and feasibility. Action Steps: Conduct customer cohort analysis : Identify patterns across demographics and verticals. ROI Indicators to Measure: Will the feature reduce churn or attract new customers?

Feedback 391

Feedback ROI Roadmap Analytics 391

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. To implement this, initiate the project with joint planning sessions focused on aligning goals with the client’s strategic outcomes.

Customer Centricity 509

Customer Centricity Strategy B2B Consulting 509

eglobalis

JANUARY 13, 2025

AI is no longer just an emerging trend; its a transformative force in customer and agent experiences, driving measurable benefits across industries. Reducing Customer Churn with Sentiment Analysis AI-powered sentiment analysis tools help organizations gauge customer emotions during interactions, enabling timely interventions to prevent churn.

Customer Experience 409

Customer Experience Marketing Chatbots e-support 409

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

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 353

Customer Journeys Effort Score Omni-Channel Social Media 353

InMoment XI

DECEMBER 7, 2022

How Are “Moments That Matter” Measured? For example, many organizations measure call center experiences as a part of their CX program, which is a smart move. Question #3: How Are “Moments That Matter” Measured? This type of analysis is called “driver analysis.” A Visual of InMoment Driver Analysis.

Analysis 370

Analysis Customer Experience Call Center Experience Call Center 370

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

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

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

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

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 288

B2B Culture Innovation Loyalty 288

InMoment XI

AUGUST 1, 2024

In this post, we’ll dive into what customer sentiment is, why it matters, and how you can measure and improve it to boost your business performance. But first, let’s go over a few basic definitions of customer sentiment, customer sentiment analysis, and customer sentiment score. What is Customer Sentiment Analysis?

Measurement 195

Measurement Effort Score How To Hotels 195

InMoment XI

OCTOBER 30, 2024

Investing in measures like encryption and secure data storage will help you better protect customer privacy. Allianz Trade Allianz understood the importance of text analysis software in gaining a deeper understanding of customers. What are the best Customer Experience Metrics for Insurance Companies to Measure?

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

eglobalis

JANUARY 7, 2025

Goals : Identify areas of improvement, measure user satisfaction, and ensure alignment with the problem statement. Key impacts include: Accelerating Insights Through Data Analysis AI processes vast amounts of user data to uncover patterns and preferences, providing deeper insights into customer needs and behaviors.

B2B 285

B2B Company Customer Journeys Innovation 285

InMoment XI

MARCH 14, 2025

Improving Customer Satisfaction Performance analysis helps you identify whats working in your contact center and what isnt. You can use this data to measure customer interactions at scale, unlocking actionable insights from call data that go far beyond mere call performance. How Do You Analyze Call Center Performance?

Call Center 195

Call Center Metrics Tools First Call Resolution 195

BlueOcean

APRIL 1, 2025

We need to do full analysis on their behaviors, their preferences, their pain points, and use that analysis to design thoughtful customer journeys. This is why it often makes sense to start with a live agent model to collect data through conversation intelligence and sentiment analysis.

Self Service 156

Self Service Effort Score Analysis Chatbots 156

eglobalis

JUNE 27, 2024

Firms like Segment, Oracle, SAS, Tealium, and Treasure Data use CDPs to enable real-time analysis and personalized customer interactions. Establishing Clear CX Vision and Goals A clearly defined CX vision and specific, measurable goals are essential. CDPs enable real-time analysis and segmentation.

Strategy 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

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. Customer Retention Rate (CRR) : Measures the ability to retain customers over time.

NPS 450

NPS Feedback Net Promoter Score B2C 450

Very Best Service

JANUARY 9, 2025

One powerful tool for achieving this is sentiment analysis. What is Sentiment Analysis? Sentiment analysis, also known as opinion mining, is a natural language processing (NLP) technique that automatically extracts subjective information from text. How Can Sentiment Analysis Improve Customer Service?

Analysis 52

Analysis Tools Customer Service Competitive Advantage 52

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. We provide comprehensive text analysis services that include sentiment analysis to deliver actionable insights you can use to improve the customer experience.

Analysis 52

Analysis Customer Experience Self Service Social Media 52

Thematic

JANUARY 7, 2025

That makes sentiment analysis key to improving experiences, refining strategies, and driving growth. Hence, the a need for automated sentiment analysis. So, in this blog, let's talk about automation with sentiment analysis tools. Why Automate Sentiment Analysis? Enter automated sentiment analysis model.

Analysis 62

Analysis Social Media How To Effort Score 62

InMoment XI

OCTOBER 23, 2024

AI-powered feedback analysis can also help your bank capture meaningful insights from customer data to improve CX strategy. First National Bank: With the help of journey mapping and AI-powered feedback analysis, First National Bank unlocked opportunities for CX improvement across all touchpoints.

Banking 195

Banking Customer Experience Effort Score Financial 195

ECXO

OCTOBER 23, 2024

Sentiment analysis algorithms can process vast amounts of customer feedback from multiple sources, such as social media platforms, online reviews, and surveys. Sentiment Analysis for Real-time Feedback: Understanding customer sentiment is crucial for delivering exceptional customer support.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

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

Lumoa

NOVEMBER 21, 2023

In many companies, even though customer experience is regularly measured, data transformation becomes challenging for many reasons. 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.

Analysis 195

Analysis Feedback Social Media Chatbots 195

CSM Magazine

MARCH 13, 2025

Measuring customer satisfaction isnt just about knowing if people are happyits about understanding what drives loyalty, repeat business, and positive word-of-mouth. In this article, well explore the most effective ways to measure customer satisfaction and why these methods matter for long-term success.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

ECXO

JULY 29, 2024

Firms like BlueConic, Adobe, RedPoint Global, and Exponea use CDPs to enable real-time analysis and personalized customer interactions. Establishing Clear CX Vision and Goals A clearly defined CX vision and specific, measurable goals are essential. CDPs enable real-time analysis and segmentation.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

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. Using Sean Ellis Test For Measuring Your Product/Market Fit, Product Coalition, [link].

NPS 434

NPS Net Promoter Score Effort Score Metrics 434

InMoment XI

SEPTEMBER 22, 2022

Six Sigma follows the DMAIC process made up of the following steps: Define Measure Analyse Improve Control. Normally this is where you go and measure the problem to establish a baseline. Driver analysis on both structured and unstructured data can help with this process. The 5 Steps of the Six Sigma Methodology.

Analysis 370

Analysis Analytics Measurement Customer Experience Professionals 370

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

InMoment XI

OCTOBER 4, 2023

The idea behind integrated CX is to improve customer experience by combining large amounts of data with technology and services to create more complete customer insights and, as a result, more focused and measurable actions. Human insight, analysis, and creativity remain indispensable.

Customer Experience 418

Customer Experience Net Promoter Score How To Effort Score 418

Thematic

JANUARY 29, 2025

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. Applying Sentiment Analysis So you know what your customers are saying now, but do you know how they feel?

Analysis 62

Analysis Analytics Feedback Net Promoter Score 62

Thematic

FEBRUARY 9, 2025

In our article about why customer sentiment analysis matters , we introduced you to Maya Angelou's famous quote: "People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” So, you are now probably wondering if sentiment analysis could work in your business.

NPS 62

NPS Analysis Sports Net Promoter Score 62