InMoment XI

JULY 1, 2024

Organizations should take a closer look at predictive analytics to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. What is Predictive Analytics? Why is Predictive Analytics Important?

Analytics 195

Analytics Data Effort Score Social Media 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

eglobalis

NOVEMBER 26, 2024

Predictive Analytics: Empathy Through Foresight Empathy in B2B is proactive. Leveraging predictive analytics allows companies to anticipate client challenges and offer solutions before issues arise, demonstrating a deep understanding of client needs. Let’s connect, and share your insights!

B2B 464

B2B B2C Culture Net Promoter Score 464

InMoment XI

MARCH 25, 2024

Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. What is Predictive Analytics? Improve customer lifetime value.

Analytics 195

Analytics Examples Customer Experience Effort Score 195

eglobalis

NOVEMBER 3, 2024

In short, understanding a company’s identity and integrating it into CX is more than a strategic advantage—it’s a means of creating genuine connections, fostering loyalty, and standing out in a crowded marketplace where clients increasingly seek partners that truly “get” their needs and values.

B2B 494

B2B Culture Innovation Loyalty 494

eglobalis

NOVEMBER 12, 2024

For instance, AI-driven analytics can process vast amounts of client data to uncover patterns and preferences, enabling service teams to tailor their approaches more precisely. Use predictive analytics and regular risk assessments to identify potential project bottlenecks early.

Customer Centricity 486

Customer Centricity Strategy B2B Consulting 486

InMoment XI

OCTOBER 24, 2023

In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth.

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

eglobalis

FEBRUARY 13, 2025

Using predictive analytics and AI, businesses can anticipate and address client concerns before they escalate. Empathy has taken center stage in customer experience conversations for years, praised as the foundation for client trust and emotional connection. If you enjoyed this read, connect with me on LinkedIn or follow my profile.

Analytics 257

Analytics Measurement Metrics Feedback 257

eglobalis

JANUARY 13, 2025

This article compares AgentForce with its competitors, focusing on automation, real-time support, and predictive analytics. Enhanced Personalization Through Predictive Analytics Predictive analytics, powered by AI, enables organizations to anticipate customer needs and deliver hyper-personalized experiences.

Customer Experience 365

Customer Experience Marketing Chatbots e-support 365

InMoment XI

JUNE 28, 2022

Now, more than ever, it’s vital to monitor, manage, and respond to online reviews from customers in order to accelerate new customer acquisition and improve customer retention—all while driving more authentic connections with customers. Announcement #2: InMoment Named a Leader in People-Oriented Text Analytics Platforms Report for Q2, 2022.

Analytics 74

Analytics Feedback Report Industry 74

eglobalis

DECEMBER 17, 2024

Instead, dynamic alternatives such as Customer Effort Score (CES) , real-time sentiment analysis, and advanced AI-powered analytics offer deeper insights into customer behaviours. By connecting customer service, performance management, and workforce optimization, AI-infused workflows deliver seamless experiences.

Net Promoter Score 304

Net Promoter Score Effort Score B2B NPS 304

ECXO

OCTOBER 7, 2024

As a Customer Experience (CX) leader, you hold the key to shaping extraordinary connections and driving meaningful change. Whether it’s harnessing the power of data analytics for deeper insights or implementing cutting-edge technologies to elevate interactions, your role is to redefine what exceptional customer service means.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

eglobalis

JULY 31, 2024

They offer functionalities like sentiment analysis, feedback loops, and predictive analytics, which help in identifying pain points and areas of improvement in real-time, thus fostering a more responsive and proactive approach to customer satisfaction. Continuous Personalization Customers expect personalized interactions at every touchpoint.

Customer Experience 378

Customer Experience Social Media Analytics Chatbots 378

C3Centricity

NOVEMBER 26, 2024

Why Radical Consumer Centricity Matters As consumers become more informed, connected, and demanding, consumer-first approaches that lack depth lose their appeal. A recent study by McKinsey found that 87% of companies leveraging advanced customer analytics outperform their competitors in customer retention and engagement ( McKinsey ).

Competitive Advantage 290

Competitive Advantage Consumers Banking Loyalty 290

ECXO

APRIL 7, 2024

It’s about transforming these ideas into reality, painting the canvas of the customer experience with vibrant colors which I split into 4 categories: innovation, personalization, resilience, and connection. Creativity cultivates connection: In a society driven by technology, human connection has become more crucial than ever.

Innovation 332

Innovation Connections Analytics Touchpoint 332

eglobalis

SEPTEMBER 5, 2024

Data analytics , when aligned with this approach, provides the actionable intelligence needed to refine strategies and enhance both Customer Success and Customer Experience outcomes. Customer Journey Analytics (not a metric) Examines customer interactions across touch-points. Let me know in the comments!

Metrics 382

Metrics Customer Success Customer Experience Effort Score 382

ECXO

NOVEMBER 17, 2024

Design leaders play an instrumental role in guiding products beyond functionality to create a connection that resonates on a personal level with users. When users feel understood, they are more likely to form a connection with the product. Creating Empathy in Design Empathy is the bedrock of emotional design.

B2B 390

B2B Loyalty Connections Technology 390

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. Insights from teams at firms like IBM, FedEx, and Target highlight trends and areas for improvement.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

ECXO

NOVEMBER 26, 2024

Join ECXO.org, the only open-access CX professional network connecting practitioners, leaders, companies and executives to shape the future of customer experience! Unicorns Bring a Personal Touch These rare employees know how to connect with customers on a personal level. Spoiler alert—probably not.

Self Service 334

Self Service Culture Training Analytics 334

InMoment XI

AUGUST 8, 2023

Case management programs—also known as closed loop feedback (CLF) programs—enable trained staff to connect with customers one on one. Frontline staff call back customers to understand why an experience was either great or has room for improvement, and provide a chance to really connect with customers and hear their stories first hand.

Survey 435

Survey Net Promoter Score Customer Service Representative Tips 435

eglobalis

NOVEMBER 5, 2024

– Laying the Foundation for Social Media and Customer Connection Solis’s first book, Engage! I was exploring the concept of “No Distance” in social media, and initially, it took me time to connect with Solis’s insights. established a foundational understanding of social media’s role in business. When I first read Engage! ,

Leadership 436

Leadership Innovation Social Media Trends 436

InMoment XI

DECEMBER 1, 2022

This allows businesses to prioritize their focus on high-emotion, high-impact areas and connect with their most valued customers. We have been named Leaders in the Forrester Text Analytics Wave, Forrester Customer Feedback Wave, the Gartner Magic Quadrant for Voice of the Customer, and more! Forrester Text Analytics Wave.

Self Service 370

Self Service Analytics Automotive ROI 370

eglobalis

FEBRUARY 3, 2025

Predictive Analytics for Proactive Support Predictive analytics powered by AI allows B2B businesses to anticipate customer needs and address issues before they arise. Similarly, SAP has been using its SAP Predictive Analytics tool since 2013 to help businesses forecast demand, optimize inventory, and improve service delivery.

B2B 337

B2B Customer Journeys Customer Experience Chatbots 337

eglobalis

OCTOBER 30, 2024

AI applications in the workplace range from advanced data analytics and predictive maintenance to sophisticated communication tools and personalized employee support systems. According to Gartner, by 2028 enterprises will improve productivity by replacing 60% of SaaS workplace applications that lack AI-driven capabilities.

Employee Experience 439

Employee Experience Customer Experience Employee Engagement Telecommunications 439

eglobalis

JANUARY 20, 2025

Companies that excel in CX often establish a strong emotional and professional connection with their clients. To achieve reliability, companies can invest in predictive analytics and supply chain visibility tools. Microsofts Azure platform uses predictive analytics to identify risks and recommend mitigation strategies.

B2B 371

B2B Loyalty Loyalty Programs Innovation 371

ECXO

AUGUST 19, 2024

Advanced analytics tools can interpret this data, ensuring decisions are evidence-based. Real-time analytics and customer feedback are integral to Samsung’s approach, allowing the company to identify pain points and make necessary adjustments. Share Your Insights I’d love to hear your thoughts on CX and experimentation!

Customer Journeys 368

Customer Journeys Customer Experience Net Promoter Score Effort Score 368

InMoment XI

FEBRUARY 25, 2022

The EX/CX Connection. Though on the surface this sounds plausible, and even rather convincing, a thorough examination of how employee satisfaction and engagement link to customer behavior will yield only a tenuous, assumptive and anecdotal connection.

Company 397

Company B2C Employee Experience Culture 397

eglobalis

OCTOBER 21, 2024

This article explores the pros and cons of responding to negative posts, evaluates the effectiveness of following best practices from leading organizations such as BCG, McKinsey, and Accenture, and provides an analytical framework for deciding when engagement is worth the time and resources. We’ve all heard this before. Sources BCG.

Social Media 471

Social Media Feedback Engagement Company 471

InMoment XI

OCTOBER 5, 2023

This feedback becomes even more valuable when you can harness a data platform that utilizes unstructured data analytics and creates actionable insights. We’ve found that contact center improvement hinges on three kinds of data: customer feedback , social media data , and web analytics.

Contact Center 364

Contact Center Self Service How To Call Center 364

eglobalis

JANUARY 7, 2025

” Using insights from financial advisors and SME owners, they developed user-friendly analytics tools to assist with budgeting and cash flow projections. Example: Salesforces integration of AI-driven analytics into their CRM platform stemmed from iterative testing and client feedback. Lets connect, and share your insights!

B2B 258

B2B Company Customer Journeys Innovation 258

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Both groups of technologies can be utilized to make analytics more actionable. But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

OCTOBER 4, 2023

When businesses solely focus on the ‘what’ of customer experience data—such as numerical ratings and surface-level feedback—it sets them up for many unproductive discussions and mathematical scrambling to appease an analytical audience. Human insight, analysis, and creativity remain indispensable.

Customer Experience 418

Customer Experience Net Promoter Score How To Effort Score 418

AWS Machine Learning

APRIL 17, 2024

Neptune is a fast, reliable, fully managed graph database service that makes it straightforward to build and run applications that work with highly connected datasets. Overall, this prototype demonstrates the art of possible with knowledge graphs and generative AI—deriving signals by connecting disparate dots.

Financial 135

Financial Connections Data Report 135

ECXO

NOVEMBER 19, 2024

At its core, the saga teaches us about the importance of connection—both between characters and with the audience. Tailoring experiences to Johan’s needs, with personalized support, builds a deeper connection. Lesson for Companies : Use data analytics to understand your customers’ preferences, behaviors, and past interactions.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

eglobalis

OCTOBER 9, 2024

Hitachi (Japan) Hitachi faced requests from industrial IoT clients for better integration of their analytics tools. After evaluating the technical feasibility and broader market demand, Hitachi developed a new modular analytics platform that could be scaled across industries. Let me know your thoughts and experiences.

Feedback 486

Feedback ROI Innovation B2B 486

Calabrio

NOVEMBER 25, 2020

It is helping to bridge the connection between self- and live-agent service for a more seamless customer experience. With analytics, contact centers can leverage their data to see trends, understand preferences and even predict future requirements. The research team takes on a new priority in today’s world.

Contact Center 306

Contact Center Self Service Analytics Banking 306