eglobalis

MARCH 30, 2025

This article examines in detail how businesses in both B2B and B2C contexts are leveraging AI, sentiment analysis, voice-of-customer (VoC) platforms, predictive analytics, and streaming data to capture customer insights in the moment. In 2021 they embraced AI-based speech analytics to analyse every single call in their contact center.

Survey 326

Survey Banking NPS Effort Score 326

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 391

B2B Customer Journeys Customer Experience Chatbots 391

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

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 427

B2B Loyalty Loyalty Programs Innovation 427

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 471

Leadership Innovation Social Media Trends 471

InMoment XI

AUGUST 3, 2023

Mastering unstructured data analytics is going to be key for any business wanting to improve the customer experience , and succeed in today’s business environment. Leveraging unstructured data analytics is the key to transforming this raw data into actionable insights that can transform your customer experience strategy.

Analytics 366

Analytics Customer Insights Data Social Media 366

InMoment XI

OCTOBER 19, 2021

In a nutshell, Lexalytics, and Tethr are data analytics platforms focusing on structured and unstructured customer data, as well as solicited and unsolicited feedback. But also in a broader way to be able to connect unstructured and structured data sources to generate insights from within one platform. The Humble Beginnings of Surveys.

Analytics 370

Analytics Data Customer Experience Social Media 370

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 478

Employee Experience Customer Experience Employee Engagement Telecommunications 478

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 294

B2B Company Customer Journeys Innovation 294

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

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 505

Social Media Feedback Engagement Company 505

eglobalis

MARCH 24, 2025

Vodafone proactively addressed potential job displacement by retraining staff, transitioning former customer service employees into AI supervisory and analytical roles. If you enjoyed the read, please share it and connect or follow me on LinkedIn here ! Thanks for visiting our website.

Contact Center 333

Contact Center Virtual Agent Chatbots Banking 333

eglobalis

OCTOBER 14, 2024

Their programs emphasize data analytics and feedback management, leveraging their own software. Lynn’s analytical and straightforward personality shines through in her work, adding exceptional value. I would be interested to hear your thoughts, and if you’d like to connect, feel free to do so here on LinkedIn.

Customer Experience 454

Customer Experience Customer Journeys Case Study Innovation 454

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. Data Analytics: Leverage data analytics to gain insights into customer emotions. In quantum physics, everything is energy.

Connections 334

Connections Customer Experience Social Media Analysis 334

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

InMoment XI

DECEMBER 18, 2024

Here are the key stages of a typical automation workflow: Data Collection and Integration The first step is to collect and connect customer data from various channels. It detects who or what is receiving the outgoing call and connects agents only when a human answers it.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

eglobalis

DECEMBER 11, 2024

Advanced analytical skills and tools are crucial for reliable data interpretation. Lets connect, and share your insights! Connect or follow me here: Ricardo Saltz Gulko The post The Power of CX Experimentation: Turning Insights into Actionable Success appeared first on Eglobalis.

Customer Journeys 363

Customer Journeys Effort Score Omni-Channel Social Media 363

InMoment XI

DECEMBER 10, 2024

A churn prediction tool like InMoment simplifies this process by leveraging analytics to highlight these at-risk profiles and segments. Leverage analytics to understand their pain points and goals. It leverages CX integrations to connect and collect feedback from every channel, making it easier to act on.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

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

InMoment XI

OCTOBER 29, 2024

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. For example, a sneaker brand releasing a new product line paying tribute to an iconic athlete would help it connect with nostalgic sports fans. Express gratitude.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

InMoment XI

APRIL 3, 2025

For example, sentiment analysis, emotion detection, and predictive analytics allow businesses to better understand customer intent, effort, and satisfaction. The most successful CX transformations go beyond data integrationthey focus on culture, governance, and that company-wide commitment to CX excellence.

Culture 195

Culture Social Media Loyalty Government 195

eglobalis

APRIL 15, 2025

In telecom , B2B providers often create bespoke network packages for large enterprises combining fixed-line, mobile, IoT connectivity, and hybrid cloudwith distinct SLAs and data handling rules. Clients can modify call routing logic, agent interfaces, and integrate data sourcesall through code, not change requests. Their mission?

Contact Center 279

Contact Center B2B Innovation Automotive 279

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. InMoment’s CX integrations allow you to connect your customer engagement platform with every software you are currently utilizing. References Statista.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

InMoment XI

NOVEMBER 22, 2024

InMoment offers text analytics solutions to let you capture customer intent from their feedback. The right tool is easy to use, scalable, and rich in analytical capabilities. It works by collecting and connecting VoC data from everywhere so you don’t miss out on critical insights regarding customer behavior.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

InMoment XI

NOVEMBER 7, 2024

Customer experience automation allows organizations to connect with customers in a relevant, timely, and personalized way without extra manual input. You want to ensure that interactions, whether from emails, SMS messages, chatbots, live support, or any other channel, are connected and tested before the user encounters them.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

C3Centricity

DECEMBER 27, 2024

Hyper-personalisationa strategy that uses advanced analytics, real-time data, and artificial intelligence (AI)is enabling companies to meet these expectations. Hyper-personalization refers to the integration of real-time data, advanced analytics, and AI technologies to deliver highly individualized consumer experiences.

Consumers 156

Consumers Loyalty Brands Analytics 156

InMoment XI

DECEMBER 5, 2024

You can even identify and use viral trends to better connect with such members. InMoment’s XI platform is an excellent tool for connecting member feedback from various channels and analyzing it for insights. Beyond collecting feedback, you can use InMoment’s AI-enabled analytics to better understand member sentiment and behavior.

Management 195

Management Social Media Financial Banking 195

eglobalis

MARCH 13, 2025

Leverage Customer Insights : Utilize customer feedback and analytics to identify pain points and opportunities, demonstrating a data-driven approach to decision-making. If you enjoyed this read, connect with me on LinkedIn ! These tools enable executives to make informed decisions based on real-time customer data.

Leadership 238

Leadership B2B B2C Effort Score 238

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. Perhaps the support team hears complaints about a bug while the product team separately runs a user survey about a new feature—and these insights never connect.

Feedback 62

Feedback Analytics Analysis NPS 62

Thematic

FEBRUARY 12, 2025

With text analytics marketing, you can analyze feedback from sources such as social media and surveys to uncover valuable customer insights—helping you create campaigns that truly resonate. The good news is you don’t need a crystal ball—text analytics marketing can help.

Analytics 62

Analytics Marketing Social Media Net Promoter Score 62

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 434

Customer Experience Social Media Analytics Chatbots 434

ECXO

OCTOBER 23, 2024

With advanced data analytics capabilities, AI can analyze vast amounts of customer data in real time, identifying patterns and trends that human operators might miss. Predictive Analytics for Proactive Support: AI-powered predictive analytics enables businesses to anticipate customer needs and issues before they even occur.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

Retently

JANUARY 13, 2025

Choosing a CES tool that fits your business needs whether its for automation, real-time feedback, or advanced analytics ensures you can collect meaningful data and act on it effectively. This means you can connect the dots between customer feedback and their journey, giving you a clearer picture of whats working (and whats not).

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

InMoment XI

JANUARY 22, 2025

Rich ROI-focused data insights, keyword tracking, and powerful connections to other InMoment tools round out this powerful platform that drives results. Robust ROI-centric analytics: Learn from your Google listings and Google Maps performance with metrics that stay focused on what matters most: ROI.

Software 195

Software Management Social Media Multi-Channel 195

Thematic

MARCH 20, 2025

It’s like having a detective that works 24/7, scanning millions of data points in real time and connecting the dots instantly. So, how exactly is AI changing the game for customer insights and predictive analytics? That’s predictive analytics in action—and it’s not just for streaming.

Customer Insights 62

Customer Insights Analytics Social Media Analysis 62