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. Each touchpoint must then be analyzed to identify pain points and opportunities for improvement.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. Keeping up with the latest trends can help you understand the impact that these tendencies have on your banking customer experience. Let’s take a look at the trends that will shape the customer journey in banking in 2023 and beyond.

Banking 221

Banking Customer Experience Self Service Financial 221

InMoment XI

OCTOBER 17, 2024

InMoment’s award-winning custom text analytics platform can help quickly categorize and summarize open-text responses. Customer Feedback Questionnaire for Banks and Financial Services How would you rate your satisfaction with the process of applying for our banking services? Utilize various types of questions.

Feedback 195

Feedback Effort Score Survey Customers 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

Thematic

APRIL 3, 2025

By 2027, 87% of CX leaders plan to use AI-driven text analytics to power their customer interactions. Text analytics —especially when powered by AI—is changing that. The text analytics market is expected to skyrocket from around $29 billion to over $78 billion in the next few years. Let’s start.

Analytics 62

Analytics Trends Marketing Social Media 62

ECXO

JUNE 11, 2023

Define your brand values and messaging – having a clear set of brand values and messaging is essential to creating a consistent experience across all touchpoints. How do customers experience your brand – across touchpoints? What does your business stand for – what makes you unique? How does your messaging build trust?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

PeopleMetrics

MARCH 6, 2025

Here are three major problems with relying on overly short surveys: Lack of Granularity: With only one open-ended "why" question, you're banking on customers to spontaneously provide detailed feedback about specific parts of their experience. If your goal is to improve specific touchpoints based on recent experiences, NPS alone wont cut it.

Net Promoter Score 117

Net Promoter Score Survey Hotels NPS 117

InMoment XI

OCTOBER 24, 2024

By providing the tools necessary for effective communication, personalization, and analytics, these platforms enable businesses to build stronger relationships with their customers. This makes it a top choice for companies looking to improve customer loyalty, satisfaction, and overall experience.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

SurveySensum

DECEMBER 4, 2024

Custom er loyalty and satisfaction are crucial when it comes to banks. More than often, customers are attracted to banks that value them and offer good service. But when every bank strives to achieve the same, how can you get a competitive edge? What is NPS in Banking and Other Financial Institutions?

Banking 52

Banking NPS Financial Net Promoter Score 52

Experience Investigators by 360Connext

JANUARY 7, 2025

Customer Touchpoints : Your CX program centers on customer touchpoints, which are every point of interaction with customers (both direct and indirect). This is another opportunity to use AI to your advantage and suggest which customer touchpoints are most critical to the overall experience and supporting your organizations goals.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Thematic

FEBRUARY 3, 2025

Through text analytics –transforming textual data into crystal-clear insights for smarter decisions. If you’re still wondering how text analytics can help businesses, here are 10 impactful text analytics applications today. That’s where text analytics tools come in.

Analytics 62

Analytics e-support Social Media Net Promoter Score 62

InMoment XI

MARCH 20, 2024

In the midst of a financial industry crisis, Metro Bank emerged in 2010 with a bold vision—to create fans, not just customers. Breaking the mould of traditional banking, Metro Bank embarked on a mission to revolutionise the banking experience in the UK. From the outset, Metro Bank sought to rewrite the rules of banking.

Customer Centricity 195

Customer Centricity Net Promoter Score Banking Effort Score 195

Uniphore

NOVEMBER 16, 2021

The challenges of the pandemic thrust banks that were struggling to remain relevant and their customers who were still digital holdouts into the same situation: learn how to shift banking activity from in person to online practically overnight. Today digital banking is the norm rather than the exception and there’s no going back.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

Thematic

JANUARY 16, 2025

That’s where text analytics comes in. Let’s explore how text analytics works, why it’s a game-changer, and how you can use it to turn feedback into better decisions. Let’s dive in and discover the transformative power of text analytics for your business! What Is Text Analytics?

Analytics 62

Analytics Data Net Promoter Score Analysis 62

SurveySensum

MARCH 5, 2025

Your agents handle thousands of conversations daily, so manually reviewing every call transcript is impossible – but AI-powered Call Center Text Analytics software makes it effortless. What is Call Center Text Analytics? Why is Call Center Text Analytics important? How Does Contact Center Text Analytics Software Work?

Call Center 52

Call Center Analytics Contact Center Analysis 52

Thematic

JANUARY 29, 2025

And that’s where text analytics comes in. This approach helped Atom Bank identify customer frustrations around their app’s user interface and make targeted improvements. 💡 Pro Tip: Modern text analytics applications can automate the categorization process, making it faster and more accurate. The result?

Analysis 62

Analysis Analytics Feedback Net Promoter Score 62

CloudCherry

DECEMBER 1, 2018

Using CloudCherry, Nymeo collects member feedback from five touchpoints: New Account Creation, Branch or Website. Across each of these touchpoints, their focus on closing the loop with members. Over the next year, Nymeo hopes to be listening & acting on at least 10 touchpoints. I love my Credit Union.”. Account Closed.

NPS 225

NPS Net Promoter Score Banking Touchpoint 225

Vonage

MARCH 27, 2018

For example, if a customer calls a bank to change their address, their underlying goal is really to ensure that their banking will be effective and convenient for them in their new location. We know that for each customer experience, across each touchpoint, there are pivotal moments. One is the peak, and the second is the end.

Omni-Channel 228

Omni-Channel Banking Touchpoint Customer Journeys 228

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

Teams are responsible for everything from designing and collecting feedback to designing better touchpoints and end-to-end experiences. Robust analytics platforms aren’t going anywhere. This means instead of having the “customer experience person,” they have full teams of specialized people. Soft Data is Perfectly OK.

Trends 244

Trends Net Promoter Score Effort Score Banking 244

Experience Investigators by 360Connext

APRIL 23, 2024

So investing in customer experience priorities is not just about improving individual touchpoints as they’re found, but rather about creating a cohesive, meaningful experience that fosters long-term customer relationships and drives business success. And while more revenue is great, organizations also want to lower expenses.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

CloudCherry

JANUARY 18, 2018

–> Identify different touchpoints, be available across all these touchpoints, and start listening to members. –> Leverage predictive analytics to proactively assess member needs and link member experience improvement strategies with tangible financial outcomes. Bringing Dark Data into the Picture.

Omni-Channel 225

Omni-Channel Touchpoint Effort Score Financial 225

SurveySensum

FEBRUARY 24, 2025

First, What is Text Analytics? Lets discuss the key differences and applications of sentiment analysis vs text analytics. Both text analysis and sentiment analysis involve different types of analytical methods, each serving specific objectives. But whats the difference between the two? Arent they basically the same thing?

Analysis 52

Analysis Analytics Social Media Trends 52

Thematic

MARCH 20, 2025

Just look at Atom Bank. Remember Atom Bank? Analytics tools simplify this process by automatically analyzing customer feedback across multiple communication channels, eliminating data silos and revealing hidden trends. Here’s how you can do it: Choose the right analytics tools. Automate feedback categorization.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

InMoment XI

NOVEMBER 20, 2023

With AI, brands spend less time analyzing text-heavy analytics and more time making smarter decisions to drive change. Predictive Analytics AI’s predictive capabilities are a game-changer for CX. From personalized recommendations to predictive analytics, let’s look at a few AI customer experience examples: 1.

Customer Experience 243

Customer Experience Strategy Chatbots e-support 243

ECXO

JULY 8, 2024

Consistency: Maintaining a consistent design language across all touchpoints helps in building a recognizable and trustworthy brand. Map Customer Journeys: Visualize the end-to-end customer journey to identify touchpoints and pain points where users may struggle or disengage (McKinsey). Financially, Revolut’s revenue surged from £12.8

e-support 156

e-support Case Study Financial Banking 156

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Interaction 98

Interaction Analytics Call Center Contact Center 98

TechSee

SEPTEMBER 24, 2019

With the increasing number of customer touchpoints – email, ecommerce sites, self-service channels, social media, and of course physical locations and phone-based service – companies have more opportunities than ever to interact with their customers. Inconsistent experiences do serious damage. Was that a good customer experience?

Self Service 150

Self Service Strategy Customer Experience Hotels 150

CloudCherry

NOVEMBER 9, 2018

Using CloudCherry, Nymeo collects member feedback from five touchpoints: New Account Creation, Branch or Website. Across each of these touchpoints, their focus on closing the loop with members. Over the next year, Nymeo hopes to be listening & acting on at least 10 touchpoints. I love my Credit Union.”. Account Closed.

NPS 150

NPS Net Promoter Score Banking Touchpoint 150

inQuba

MARCH 27, 2025

Our guide will help you navigate the key features to look for in journey analytics solutions so you can make an informed decision. Customer Journey Management , or Journey Analytics , connects the dots between what your customers are doing and feeling. What is Customer Journey Management?

Net Promoter Score 52

Net Promoter Score ROI Customer Journeys Analytics 52

CloudCherry

DECEMBER 1, 2018

Credit unions need information at-a-glance to help understand how their member base feels and acts across multiple branches and touchpoint. Within the CloudCherry platform, our CrossTabs reporting feature provides snapshot data from multiple touchpoints. Each set of touchpoints and channels are assigned to different stages.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

CloudCherry

OCTOBER 19, 2018

Credit unions need information at-a-glance to help understand how their member base feels and acts across multiple branches and touchpoint. Within the CloudCherry platform, our CrossTabs reporting feature provides snapshot data from multiple touchpoints. Each set of touchpoints and channels are assigned to different stages.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

Pointillist

FEBRUARY 19, 2018

Delivering a coherent experience across all enterprise touchpoints requires finding patterns across an overwhelming number of data points. AI and customer journey analytics are key components in assembling businesses with One Voice, joined across silos and touchpoints. This is prime stomping ground for AI. Data Unification.

Customer Experience 111

Customer Experience Touchpoint Analytics Customer Journeys 111

Experience Investigators by 360Connext

JANUARY 26, 2021

Voice of the Customer programs help organizations keep a finger on the pulse of how they’re meeting customer needs , with VoC data revealing how customers feel about the brand, their experience, and specific interactions and touchpoints at scale. Are customers using your product or service the way that you intended them to?

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

BirdEye

NOVEMBER 18, 2024

Managing social media requires juggling content creation, scheduling, analytics, and engagement – tasks that can overwhelm even experienced marketers. Performance analytics to get actionable insights that help you continuously improve your social strategy with: Competitor analysis Social media engagement tracking ROI measurement 3.

Social Media 59

Social Media Tools Multi-Channel Guidelines 59

rethinkCX

JANUARY 27, 2025

Ron is a seasoned BPO and customer experience (CX) sales leader with extensive global experience across industries such as retail, travel, healthcare, banking, technology, and gaming. Ron highlights how AI-powered analytics and automation have improved decision-making, while ensuring consistency across all customer touchpoints.

Roadmap 52

Roadmap Healthcare Call Center Travel 52

Lumoa

FEBRUARY 15, 2021

The US challenger bank Simple Finance created a new case routing based on the new insights found in Lumoa so that new card request cases were prioritized in their customer support which resulted in a 90% decrease in case resolution time and a 20% increase in customer satisfaction. Even more, you are not limited to fetching your own data.

Customer Experience 221

Customer Experience CRM Feedback Survey 221

Kerry Bodine

JUNE 5, 2019

We use awareness, consideration, evaluation, conversion as the phases of the journey and connect to relevant touchpoints/marketing mixes. And Royal Bank of Scotland alone had more than 70. What is the best or most common way to determine the health of your customer touchpoints? First, we need to define “health.”

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136