eglobalis

OCTOBER 30, 2024

The Current Landscape AI in the Workplace AI technologies are now integral across virtually every industry. AI applications in the workplace range from advanced data analytics and predictive maintenance to sophisticated communication tools and personalized employee support systems.

Employee Experience 475

Employee Experience Customer Experience Employee Engagement Telecommunications 475

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 320

Survey Banking NPS Effort Score 320

eglobalis

OCTOBER 14, 2024

The static nature of the pillars does not account for the different challenges companies face in various industries and regions. For example, customer expectations in retail differ vastly from those in the healthcare or tech industries. Their programs emphasize data analytics and feedback management, leveraging their own software.

Customer Experience 447

Customer Experience Customer Journeys Case Study Innovation 447

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 421

B2B Loyalty Loyalty Programs Innovation 421

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 385

B2B Customer Journeys Customer Experience Chatbots 385

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. This collaborative effort led to innovative features like enterprise-specific collaboration tools and tailored user experiences for different industries.

B2B 288

B2B Company Customer Journeys Innovation 288

eglobalis

DECEMBER 11, 2024

Siemens (Germany): Siemens employs A/B testing and multivariate testing to refine its industrial automation solutions. North America General Electric (USA): GE uses comprehensive experimentation strategies to optimize its industrial products and services. Lets connect, and share your insights!

Customer Journeys 356

Customer Journeys Effort Score Omni-Channel Social Media 356

eglobalis

MARCH 24, 2025

This detailed analysis explores the current limitations that prevent AI agents from fully replacing human operators in contact centers, supported by practical examples from industry leaders across sectors, revealing why human involvement remains indispensable. Thanks for visiting our website.

Contact Center 326

Contact Center Virtual Agent Chatbots Banking 326

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

My name is Melanie Disse and I have over 10 years of industry experience—most recently in a VoC role at Mercury New Zealand. In a nutshell, Lexalytics, and Tethr are data analytics platforms focusing on structured and unstructured customer data, as well as solicited and unsolicited feedback. The Humble Beginnings of Surveys.

Analytics 370

Analytics Data Customer Experience Social Media 370

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

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

ECXO

AUGUST 2, 2023

With the cost-of-living crisis continuing and the UK now in a recession, industries have to acclimatise to shifting market trends and consumer behaviour to maintain revenue and hit sales targets. In the platform, data stores can easily be built and can connect directly to SAS 360 without the hassle of transferring data.

Consumers 296

Consumers Industry Telecommunications Return on Investment 296

InMoment XI

JANUARY 22, 2025

Why Supermarket Businesses Should Use Local Listing Management Software Despite the complexities of managing local listings in the grocery industry, supermarkets stand to benefit significantly from using local listing management software. In the broader retail industry, some stores and brands rely on local traffic more than others.

Software 195

Software Management Social Media Multi-Channel 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. Present case studies and industry benchmarks that show measurable gains from CX investments. If you enjoyed this read, connect with me on LinkedIn !

Leadership 234

Leadership B2B B2C Effort Score 234

eglobalis

APRIL 6, 2025

In today’s rapidly transforming global economy, B2B value creation is no longer a theoretical conceptit’s the competitive foundation on which industry leaders operate. Part I: Foundational Dimensions of Customer Value Introduction: Why This Series and Why Now?

Contact Center 270

Contact Center B2B Competitive Advantage Self Service 270

InMoment XI

DECEMBER 5, 2024

Financial Services Reputation Benchmarks 2024 InMoment’s 2024 Financial Services Online Reputation Benchmarks Report provides a top-level view of the state of reviews today for the financial service industry — and how these reviews reflect the experiences financial services consumers want to have.

Management 195

Management Social Media Financial Banking 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

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 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

eglobalis

MARCH 4, 2025

Businesses across industries are investing in AI-powered agents to improve efficiency and customer experience. Industry-Specific Virtual Assistants (Banking, Healthcare, Retail) AI agents are becoming increasingly specialized to meet industry-specific needs. However, AI alone cannot fully replace human expertise.

Self Service 199

Self Service Strategy Contact Center Virtual Agent 199

eglobalis

JULY 31, 2024

We will also explore the unique challenges faced by the CX industry and how specific MarTech solutions can benefit B2B customers, with a global focus. Analytics and Reporting Tools Solutions like Google Analytics, HubSpot, and (Salesforce)Tableau among others provide in-depth insights into marketing performance across various channels.

Customer Experience 428

Customer Experience Social Media Analytics Chatbots 428

InMoment XI

OCTOBER 25, 2024

When you think about the competitive nature of the restaurant industry, it’s clear that online reputation management is crucial for survival. 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.

Feedback 195

Feedback Management Social Media ROI 195

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

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

OCTOBER 19, 2021

My name is Melanie Disse and I have over 10 years of industry experience—most recently in a VoC role at Mercury New Zealand. In a nutshell, Lexalytics, and Tethr are data analytics platforms focusing on structured and unstructured customer data, as well as solicited and unsolicited feedback. The Humble Beginnings of Surveys.

Analytics 221

Analytics Data Customer Experience Social Media 221

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

ECXO

MARCH 6, 2025

Storytelling is a powerful tool here sharing real customer stories, both successes and failures, can help employees emotionally connect to the impact they have on customers. B2B organizations are increasingly investing in CX technologies such as experience management software, analytics tools, and AI-driven solutions.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

OCTOBER 30, 2024

As a result, CX is now a major differentiator in the hyper-competitive insurance industry. Commercial insurance customer experience : Commercial clients need customized solutions for their specific industry risks. In an industry where products are often similar across providers, customer experience can be a key differentiator.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

Calabrio

MARCH 25, 2025

Types of VoC Tools Voice of the Customer tools can, broadly speaking, be categorized into three main types, each serving a distinct purpose in capturing and analyzing customer feedback: Reporting and analytics tools These tools are designed to extract meaningful insights from customer interactions.

Software 130

Software Customer Journeys Tools Contact Center 130

ECXO

OCTOBER 23, 2024

customer support has become a critical differentiator for organizations across industries. 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. Customer Service + AI = Customer Success 3.0

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

InMoment XI

OCTOBER 31, 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. In the call center industry, the standard time to answer is 20 seconds or less. A lower ASA improves the contact center experience by reducing wait times.

Call Center 195

Call Center Metrics Self Service Effort Score 195

InMoment XI

DECEMBER 17, 2024

What Youll Discover in Our Guide: Holistic Interaction Analysis Immediate, Actionable Insights Deep Dive Analytical Tools Thank you Your download will begin shortly. These include, but are not limited to, CRM systems, analytics platforms, collaboration tools, and customer feedback platforms. Download Now Exit this form 3.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

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

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. Experience Improvement is made possible through our industry-leading Experience Intelligence XI technology and our in-house Experience Improvement (XI) services teams. Forrester Text Analytics Wave.

Self Service 370

Self Service Analytics Automotive ROI 370

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 511

Feedback ROI Innovation B2B 511