InMoment XI

MAY 31, 2022

Example of a segmented journey map. If your company advertises via billboard, for example, that can be hard to track, even if you survey customers. You may also need to conduct analytical research, taking a deep dive into your website/product analytics to find what users are doing and where they might be experiencing difficulty.

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

InMoment XI

NOVEMBER 21, 2024

For example, this analysis can reveal why a customer canceled their subscription to your service. Importance of Customer Analytics Customer analytics provides a blueprint for delivering exceptional customer service. For example, key metrics like CSAT help you improve aspects of your business to satisfy specific customer needs.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

Calabrio

FEBRUARY 28, 2025

Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. What is voice analytics? What is voice analytics? It delves deeper into the emotional and contextual layers of speech.

Contact Center 130

Contact Center Analytics Self Service Analysis 130

InMoment XI

DECEMBER 3, 2024

Customer experience (CX) is emerging as a significant competitive advantage for businesses. For example, outlining a CX program and building a team to execute the vision. For example, tracking NPS to determine the success of recent loyalty efforts. Focus on a cross-functional approach to improving customer experiences.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

eglobalis

MARCH 13, 2025

The message is clear investing in CX transformation isnt just a nicety, its a catalyst for revenue growth, customer loyalty, and competitive advantage. Highlight Competitive Advantage : Show how a superior customer experience differentiates the company from competitors, potentially leading to increased market share.

Leadership 238

Leadership B2B B2C Net Promoter Score 238

ECXO

MARCH 6, 2025

For example, top companies define a concise CX aspiration aligned to their brand promise such as being the easiest partner to do business with, or providing a truly consultative, trusted advisor relationship and ensure it ties directly to business objectives. This vision serves as a North Star that guides the entire program.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

NOVEMBER 18, 2024

Competitive Advantage Understanding customer behavior can be a key differentiator in today’s business environment. Quantitative Data Analysis Quantitative analysis uses website and/or app analytics combined with CRM data to analyze numerical data.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

DECEMBER 10, 2024

It gives you a competitive advantage: Your product and business improvements will likely enhance customer satisfaction. The most straightforward example is when a customer decides to cancel their subscription. For example, a subscription that ends due to failure to update credit card details.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

DECEMBER 5, 2024

Attracting New Members Member Loyalty Competitive Advantage Crisis Management Credit unions are member-driven financial cooperatives. Competitive Advantage The reality is that you are competing not just with other unions but also with larger banks. Why Is Reputation Management Important for Credit Unions?

Management 195

Management Social Media Financial Banking 195

InMoment XI

NOVEMBER 13, 2024

For example, a subscription that ends without renewal or communication from the subscriber. For example, you can send gift cards to at-risk customers after their next purchase. It provides a competitive advantage. A good example of the importance of reducing customer churn comes from nib New Zealand.

Customer Retention 195

Customer Retention How To Analysis ROI 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

OCTOBER 23, 2024

Here are a few reasons why customer experience in banking is an even bigger competitive advantage than ever before: It helps build trust during uncertain times. For example, providing customized savings plans to members will elicit a more positive response from them. This approach is crucial for driving loyalty.

Banking 195

Banking Customer Experience Effort Score Financial 195

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. For example, a retail store may realize that they are experiencing high customer churn with consumers ages 18-24.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

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 25, 2024

It gives restaurants a competitive advantage. 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. It improves a restaurant’s brand image. Assign responsibilities so that everyone knows their role during a crisis.

Feedback 195

Feedback Management Social Media ROI 195

Thematic

APRIL 8, 2025

Of course, Thematic, a feedback analytics platform, can help you implement and close the customer feedback loop by turning feedback into clear, actionable insights. This is where Thematic’s feedback analytics AI engine shines. The result is a complete view of customer sentiment from all.

Feedback 62

Feedback Analytics Analysis NPS 62

C3Centricity

MARCH 12, 2024

What is the cornerstone of sustainable growth and competitive advantage today? By leveraging data analytics, marketers can gain insights into customer preferences, behaviour, and purchase history, enabling them to tailor their messaging and offerings. HubSpot is a prime example of content marketing done right.

Customer Engagement 296

Customer Engagement Engagement Competitive Advantage Entertainment 296

eglobalis

OCTOBER 9, 2024

Here are four examples of how B2B companies have successfully used this approach: Samsung SDS (South Korea) Samsung SDS, a leader in enterprise IT services, uses a rigorous evaluation process for feature requests. Hitachi (Japan) Hitachi faced requests from industrial IoT clients for better integration of their analytics tools.

Feedback 516

Feedback ROI Innovation B2B 516

Thematic

JANUARY 16, 2025

If you just finished reading our “ How text analytics works ” article, then you know the basics, and are ready to find out the answer to the next big question: how exactly can text analytics help your business? Demand for text analytics is growing fast, and businesses using it are already seeing big benefits.

Analytics 62

Analytics Social Media Analysis Travel 62

AWS Machine Learning

APRIL 3, 2025

Theyre constantly seeking ways to use their vast amounts of information to gain competitive advantages. At the heart of this transformation is the OMRON Data & Analytics Platform (ODAP), an innovative initiative designed to revolutionize how the company harnesses its data assets.

Data 83

Data Government Competitive Advantage Analytics 83

Thematic

FEBRUARY 12, 2025

It’s a good thing there’s text analytics for social media. From improving customer engagement to mitigating PR crises, text analytics helps companies make data-driven decisions instantly. Let’s talk more about AI-powered text analytics and how you can use it on your social media. But what is text analytics

Social Media 62

Social Media Analytics Analysis Trends 62

ECXO

AUGUST 9, 2023

Let me give you an example of leaders are creating competitive advantage. (I I use cloud professional services examples throughout, but there are valuable lessons here for everybody). Clients need more than a team that simply delivers managed services, for example. We hear a lot about ‘new frontiers’.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

InMoment XI

APRIL 9, 2025

It provides a competitive advantage. When businesses can confidently predict sales, they are better equipped to capitalize on shifts in customer preferences and stay one step ahead of the competition. A lack of investment in predictive analytics tools and experts leads to guesswork rather than data-driven predictions.

Trends 195

Trends Sales Analysis First Call Resolution 195

CX Journey

MARCH 7, 2019

For example, personalization and proactivity when a lost credit card is reported, i.e., in addition to a quick replacement, alert them of bills likely to be affected. For example, chatbots can help direct customers to the right solution on the website/knowledge base or collect necessary information before connecting them with a live agent.

Competitive Advantage 105

Competitive Advantage Self Service Customer Experience Chatbots 105

InMoment XI

MAY 14, 2022

A Few Examples from Best-In-Class Brands. This is a perfect example of a co-created brand identity that satisfies customer needs while staying true to the brand’s promise. is another example. Remember the Tiffany example? Tiffany & Co. Tiffany & Co. Of course you have. Wrapping Things Up.

Brands 370

Brands Retail Loyalty Competitive Advantage 370

InMoment XI

JULY 26, 2024

Competitive Advantage : Standing out with a strong reputation can set your business apart from competitors. Examples of Reputation Management Services Reputation management services can vary by industry. Competitive Advantage: A strong reputation can set you apart from competitors and make your brand more appealing.

Brands 195

Brands Management Social Media Competitive Advantage 195

InMoment XI

SEPTEMBER 12, 2023

When used in competitive analysis, these databases can help you understand how your competitors are succeeding in areas like customer retention and loyalty programs. The Role of Data Analytics in Competitive Analysis Data analytics tools are crucial for turning raw data into actionable insights. Keen to stay competitive?

Analysis 195

Analysis Marketing Competitive Advantage Analytics 195

Calabrio

DECEMBER 10, 2020

Cloud solutions, for example, have not only created new efficiencies and agility but also enabled agents to work remotely , even before the pandemic. Analytics are providing real-time insight and helping management make faster and better business decisions. This allows contact centers to hire specialists from virtually anywhere.

Contact Center 264

Contact Center Self Service Competitive Advantage Leadership 264

Optimove

FEBRUARY 18, 2025

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: This blog post explores why retail data analytics is crucial for brands, how it transforms the industry, and the benefits it offers retailers. Why is Data Analytics Essential in Retail?

Retail 52

Retail Analytics Data eBook 52

GetFeedback

JANUARY 19, 2020

For example, a few hours after checking into my hotel, I got an email with this message. The most common way to listen is with surveys like those in the foregoing example. Surveys are an example of solicited feedback. Winning (25%): “outcomes can be quantified” or “created a competitive advantage.”.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Kayako

MARCH 21, 2022

ECommerce is growing like wildfire, offering exciting business insights via analytics and data. One stark example is in many healthcare brands where the marketing to enroll customers is professional, empathetic, and engaging. Sports affiliations are one example. Tips for integration include understanding customer context.

Customer Service 296

Customer Service Social Media Ecommerce Competitive Advantage 296

Experience Investigators by 360Connext

FEBRUARY 18, 2025

For example: Churn spike after sign-up? Look at their usage and behavioral analytics. Find where specific efforts around the customer experience will have the greatest impact for your organization.

Customer Experience 143

Customer Experience How To Self Service Effort Score 143

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. And the results that go with them!) Understanding Customer Experience Management (CEM) Let’s start at the beginning.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Retently

MARCH 11, 2025

But CX isnt just about making things easier its a major competitive advantage. Example: If multiple customers report that a pair of jeans runs too small, this needs to be flagged to the product team ASAP in order to update sizing information or adjust the fit in future production runs. Are wait times creeping up?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

CX Journey

MARCH 7, 2019

For example, personalization and proactivity when a lost credit card is reported, i.e., in addition to a quick replacement, alert them of bills likely to be affected. For example, chatbots can help direct customers to the right solution on the website/knowledge base or collect necessary information before connecting them with a live agent.

Competitive Advantage 81

Competitive Advantage Self Service Customer Experience Chatbots 81

InMoment XI

JUNE 13, 2024

Text Mining Examples and Use Cases Consider a business interested in contact center optimization. For example, analyzing support tickets and emails can reveal common issues that need addressing, enabling companies to streamline their operations and improve service quality. Get the Report Why is Text Mining Important?

Social Media 195

Social Media Analysis Analytics Trends 195

CX Journey

DECEMBER 18, 2014

The best example I know is USAA, which leads every chart as the top customer experience provider but will not take your business if you are not a member of the military family. Customer Centricity is not a project or a corporate initiative; it is the rationale of how an organization creates, delivers, and captures value.

Customer Centricity 191

Customer Centricity Customer Experience Competitive Advantage Culture 191