CX Journey

MARCH 7, 2019

The present-day customer has a myriad of choices on products or services they are looking for. The predictive analytics capability enables agents to deliver high-quality problem solving from first contact. Research states: By 2020, customer experience will overtake price and product as the key brand differentiator.

Competitive Advantage 105

Competitive Advantage Self Service Customer Experience Chatbots 105

InMoment XI

MAY 14, 2022

For this, you need powerful analytics capabilities that can derive meaning from the explicit and implicit emotions that relate to identity, and arm your company with targeted insights, prescriptive recommendations, and predictive foresight. Step #3: Engineer a Clearly-Defined—and Customer-Aligned—Brand Identity. Remember the Tiffany example?

Brands 370

Brands Retail Loyalty Competitive Advantage 370

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. CX leaders need to present strong business cases for every step of their journey.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

CX Journey

DECEMBER 18, 2014

Today I''m pleased to present a guest post by Rohit Yadav. It’s about thinking differently, challenging tradition, adopting a new approach, developing sustainable competitive advantage, and embracing the transformative nature of the change required. When was the last time you really put yourselves in your customers’ shoes?

Customer Centricity 191

Customer Centricity Customer Experience Competitive Advantage Culture 191

InMoment XI

JUNE 13, 2024

REPORT InMoment Named a Leader in The Forrester Wave : Text Mining And Analytics Platforms, Q2 2024 Learn how InMoment is pioneering innovative solutions for businesses to extract insights and drive meaningful change from their unstructured text data. Get the Report Why is Text Mining Important?

Social Media 195

Social Media Analysis Analytics Trends 195

CX Journey

MARCH 7, 2019

The present-day customer has a myriad of choices on products or services they are looking for. The predictive analytics capability enables agents to deliver high-quality problem solving from first contact. Research states: By 2020, customer experience will overtake price and product as the key brand differentiator.

Competitive Advantage 81

Competitive Advantage Self Service Customer Experience Chatbots 81

ECXO

AUGUST 6, 2024

Our brains are wired to prioritize the present moment, a trait that has been honed over millennia of evolution. This present-focused orientation, known as temporal discounting, makes immediate rewards more compelling than future gains. Over time, this has ingrained a preference for the present in our neural circuitry.

Customer Experience 177

Customer Experience Culture Policies Innovation 177

Bob Hayes

OCTOBER 23, 2017

customer experience, customer success) to determine the state of analytics in customer programs as well as identify what analytical leading companies (companies who use analytics to gain a competitive advantage) do differently in their customer programs compared to their analytical lagging counterparts.

Analytics 68

Analytics Competitive Advantage Government Customer Centricity 68

InMoment XI

FEBRUARY 1, 2024

Spotlight is a comprehensive data analytics tool that integrates and analyzes s tructured and unstructured data using advanced Natural Language Processing (NLP) and AI. Spotlight’s integrated approach provides a comprehensive view, turning past and present data into powerful, actionable insights for immediate strategic impact.

Analysis 195

Analysis Social Media Analytics Loyalty 195

Retently

MARCH 11, 2025

But CX isnt just about making things easier its a major competitive advantage. Monthly presentations for leadership , highlighting CX-driven improvements and business impact. In a market where consumers have endless choices, 73% say a great experience influences their brand loyalty more than price or product.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Bob Hayes

NOVEMBER 5, 2017

A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. To see the results regarding all 25 customer analytics practices, you can download the entire report for free here.

Competitive Advantage 101

Competitive Advantage Data Customer Experience Analytics 101

CloudCherry

DECEMBER 1, 2018

Every comment and score is analyzed and presented on their CloudCherry CrossTab dashboard. Clearview offers competitive rates across their 17 full-service branches in Southwestern Pennsylvania. What predictive analytics can do for your credit union. Across each of these touchpoints, their focus on closing the loop with members.

NPS 225

NPS Net Promoter Score Banking Touchpoint 225

CSM Magazine

NOVEMBER 26, 2024

Predictive Analytics Predictive analytics allows businesses to anticipate customer needs by analyzing past behavior to identify patterns and forecast future actions. Predictive analytics is a forward-thinking approach that ensures the brand can stay one step ahead of its customers’ needs.

Interaction 52

Interaction Engagement e-support Chatbots 52

InMoment XI

APRIL 25, 2024

Your customer experience program also needs to utilize predictive customer analytics so that you can fix the problems your customers didn’t realize they were having. These improvement will go above and beyond reputation management and affect the overarching customer experience and give retail banks more of a competitive advantage.

Financial 195

Financial Management Banking Insurance 195

Bob Hayes

NOVEMBER 5, 2017

A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. To see the results regarding all 25 customer analytics practices, you can download the entire report for free here.

Competitive Advantage 94

Competitive Advantage Data Customer Experience Analytics 94

TechSee

APRIL 10, 2018

As businesses increasingly realize that leveraging the power of technology creates a clear competitive advantage, the future of the BPO industry has become dependent on its willingness to adopt new growth and BPO technology trends that will serve as a value multiplier for their offerings. BPO Technology trends: Blessing or Curse?

Call Center 139

Call Center Self Service Technology Competitive Advantage 139

Beyond Philosophy

AUGUST 29, 2016

Predictive Analytics is a field exploring this idea in detail. In predictive analytics, analysts use predictive modeling, which is using statistics to predict what will happen next. Whether you know about predictive analytics already or not, you certainly have personal experience with the concept.

Competitive Advantage 111

Competitive Advantage Analytics Consulting Customers 111

Calabrio

NOVEMBER 18, 2015

Analytics in the data-powered contact center are proven to drive KPIs across key metrics, including first contact resolution, cross promotions and overall customer satisfaction. Customer engagement and analytics software yield measurable benefits. Those that Aberdeen considered VoC analytics “leaders” reported a 17.8

Contact Center 124

Contact Center Net Promoter Score Data Effort Score 124

ChurnZero

MARCH 7, 2025

An active digital customer community is a competitive advantage for any B2B SaaS company. At ZERO-IN 2024, Higher Locic ‘s Heather Wendt gave an excellent presentation on the steps of building a community and amplifying its networking effects and business impact. 2: Lightweight community software.

How To 52

How To Roadmap Self Service Gamification 52

Thematic

NOVEMBER 14, 2024

87% of companies say using data analytics to improve customer experience will be key for customer advantage for the next five years. But only 26% are actually using analytics right now for their product and service innovation. For example, AI analytics tool Thematic enables you to make manual tweaks to your analysis.

How To 62

How To Net Promoter Score Analysis Social Media 62

ECXO

NOVEMBER 16, 2023

Pioneers understand they can create competitive advantage over traditional firms by utilising the technology to serve customers with a better value proposition – at scale. Predictive analytics are being used to anticipate customer needs, identify likely issues and and work out what comes next. Then ChatGPT happens.

Customer Experience 194

Customer Experience Chatbots Self Service Touchpoint 194

Magellan Solutions

JUNE 23, 2023

Furthermore, AI’s analytics skills provide valuable insights from massive amounts of data. Advanced Data Analytics And Predictive Insights AI is an excellent tool that can help businesses make data-driven decisions. It can elevate customer satisfaction and help them gain a competitive advantage.

Competitive Advantage 98

Competitive Advantage Analytics Innovation System 98

InMoment XI

FEBRUARY 23, 2024

Disadvantages of Market Segmentation While market segmentation offers numerous benefits, it also presents certain disadvantages and common pitfalls. Data sources may include customer surveys, interviews, focus groups, demographic data, purchasing history, website analytics, social media insights, and market research reports.

Marketing 195

Marketing Customer Experience Return on Investment Analysis 195

Calabrio

AUGUST 1, 2017

However, at present, many marketers find it challenging to utilize the insights gathered directly from customer interactions, and need guidance to achieve this goal. To gain a firm understanding of those conversations, marketers should employ speech and text analytics strategies to collect the right data to understand customer sentiment.

Customer Experience 100

Customer Experience Marketing Contact Center Competitive Advantage 100

AWS Machine Learning

DECEMBER 13, 2024

This post was written with Darrel Cherry, Dan Siddall, and Rany ElHousieny of Clearwater Analytics. About Clearwater Analytics Clearwater Analytics (NYSE: CWAN) stands at the forefront of investment management technology. This approach enhances cost-effectiveness and performance to promote high-quality interactions.

Analytics 73

Analytics Management Policies Comparison 73

ECXO

DECEMBER 26, 2023

Whether it’s giving a presentation, writing documentation, or creating a website or blog, we need and want to share our knowledge with other people. Measuring the User Experience: Collecting, Analysing, and Presenting UX Metrics by Bill Albert and Tom Tullis. Here is the book link. Here is the book link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

CloudCherry

NOVEMBER 9, 2018

Every comment and score is analyzed and presented on their CloudCherry CrossTab dashboard. Clearview offers competitive rates across their 17 full-service branches in Southwestern Pennsylvania. What predictive analytics can do for your credit union. Across each of these touchpoints, their focus on closing the loop with members.

NPS 150

NPS Net Promoter Score Banking Touchpoint 150

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

TechSee

AUGUST 7, 2024

Customer experience (CX) is a focal point for businesses striving to achieve a competitive advantage. Today, CXA encompasses various technologies such as AI, machine learning, and big data analytics to provide personalized and efficient customer experiences. Ownership and accountability present yet another problem.

Customer Experience 124

Customer Experience Customer Service Chatbots System 124

BirdEye

DECEMBER 16, 2024

Each location presents its own set of challenges, from maintaining consistent service standards to coordinating maintenance schedules and security protocols. Performance analytics Tracking occupancy rates is no longer sufficient to understand the performance of multi-location storage facilities.

Management 52

Management Multi-Channel Social Media System 52

CSM Magazine

AUGUST 20, 2023

In today’s fast-paced legal landscape, analytics and reporting have become a game-changer for law firms and legal organizations seeking to stay ahead of the competition. Cost Analysis: With the help of analytics, legal professionals can perform a comprehensive cost analysis of each stage of the litigation process.

Analytics 52

Analytics Report Software Measurement 52

TechSee

OCTOBER 9, 2018

With big data and advanced analytics readily available, companies can provide Millennials with the acknowledgement they demand. Self-service starts with a well-managed knowledge base that can understand the user’s query and present the right solution. Pay attention. Self-service platforms.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

SuiteCX

JUNE 16, 2017

The team at SuiteCX has been working with retailers for more than 20 years, helping them to navigate this changing environment and gain a competitive advantage through customer excellence. Making omni-channel work requires a significant investment in data, analytics and machine learning. Disruptions in the Industry.

Omni-Channel 124

Omni-Channel Retail Industry Multi-Channel 124

CSM Magazine

FEBRUARY 16, 2016

Yet this presents opportunities, and a focus on RLM can help maximize those.” Mature market leaders balance investments across technology, analytics and process. “The traditional roles of partners, vendors and customers are being disrupted,” said Bruce Rogers, Chief Insights Officer and head of the CMO Practice at Forbes Media.

Competitive Advantage 40

Competitive Advantage Study B2B Customer Engagement 40

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Talkdesk

FEBRUARY 27, 2020

Studies show that businesses that build or migrate their contact centers to the cloud present a 83% higher likelihood to have a formal process for assessing agent productivity, as well as a reduction of 27% in costs and 35% in downtime. Why should you care? Additionally, they have a 4.5% customer abandonment rate in comparison to a 6.2%

Abandon Rate 80

Abandon Rate Contact Center Competitive Advantage Comparison 80

Bob Hayes

DECEMBER 17, 2017

The importance of analytics continues to grow in business and beyond. I did my part this year to spread interest in analytics to more people. All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning.

Analytics 46

Analytics Data Competitive Advantage Social Media 46