ECXO

AUGUST 12, 2024

Created by DALL-E with all rights reserved to ECXO.org. Become a member now: [link] Key MarTech Solutions Enhancing CX Created by DALL-E with all rights reserved to ECXO.org. These platforms facilitate real-time sentiment analysis and predictive analytics, enabling proactive improvements in customer satisfaction.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

eglobalis

JULY 2, 2024

Despite its simplicity, more than 75% of organizations are projected to phase out NPS as a Measure of Success for Customer Service and Support by 2025, according to Gartner. European giants like Unilever and Siemens utilize NPS to gauge consumer sentiment and pinpoint areas for product line improvements.

NPS 450

NPS Feedback Net Promoter Score B2C 450

eglobalis

MARCH 4, 2025

Optimizing AI Agent Experiences: Leading Providers, Gaps, and Human Support Strategies Introduction Artificial intelligence agents are rapidly transforming customer service and enterprise operations. In practice, the most effective customer experiences blend cutting-edge AI with timely human support.

Self Service 198

Self Service Strategy Contact Center Virtual Agent 198

Calabrio

MARCH 25, 2025

Analytics Contact center trends in 2025: Six key takeaways from the State of the Contact Center report Share The contact center industry is at a crossroads. Meanwhile, 59% fail to provide ongoing coaching and support to help agents navigate AI-driven workflows. How successful have these efforts been?

Contact Center 130

Contact Center Self Service Report Trends 130

InMoment XI

OCTOBER 17, 2024

While open-text questions provide rich data, analyzing them can be time-consuming. InMoment’s award-winning custom text analytics platform can help quickly categorize and summarize open-text responses. Finding the best way to present a questionnaire that’s both user-friendly and efficient can also be time-consuming.

Feedback 195

Feedback Effort Score Survey Customers 195

ECXO

FEBRUARY 3, 2025

Two weeks later, a sales rep follows up, not with another sales pitch, but with a helpful guide or a quick check-in to see if they need support. When customers dont feel supported or valued, theyre unlikely to stick aroundeven if your product or service is excellent. abandoned carts or milestone purchases).

Sales 259

Sales Customer Experience e-support Examples 259

Thematic

MARCH 20, 2025

Text analytics. What is text analytics ? And before you think, “Nah, analyzing text is hard,” here’s the good news: AI-powered text analytics makes it easy to analyze customer feedback at scale. But how do they make sense of all that data? Let’s go!

Analytics 62

Analytics Customer Service Analysis e-support 62

Thematic

FEBRUARY 3, 2025

Did you know that in 2023, the world created, captured, copied, and consumed 123 zettabytes of data? Through text analytics –transforming textual data into crystal-clear insights for smarter decisions. Customer Support: Resolving Complaints and Improving Service In customer support, speed and accuracy are everything.

Analytics 62

Analytics e-support Social Media Net Promoter Score 62

ECXO

DECEMBER 25, 2024

Modern consumers have grown accustomed to seamless, tailored, and instant interactions, whether theyre ordering coffee, streaming their favorite show, or scheduling a service. Map the Customer Journey What to Do: Identify every touchpoint a customer has with your business, from awareness to post-purchase support.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Thematic

MARCH 20, 2025

Customer feedback used to be a puzzle—scattered across surveys, support tickets, and social media. In fact, 70% of consumers say they can see a clear gap between companies that use AI well and those that don’t. So, how exactly is AI changing the game for customer insights and predictive analytics?

Customer Insights 62

Customer Insights Analytics Social Media Analysis 62

ECXO

AUGUST 12, 2024

An excellent example is the financial technology company Plaid, which simplifies the connection between consumers and financial services. Utilize Data Analytics: Track user interactions with data analytics to identify patterns that can inform design improvements. billion in 2020.

User Experience 395

User Experience Case Study Financial e-support 395

GetFeedback

JANUARY 19, 2020

Notice that this sample map is for “Jane,” a consumer looking for a health plan. Post-Purchase: How will the customer get access to the solution/service, learn how to use it, and get support? Here’s some general advice from the e-book How to Use Customer Loyalty Metrics: NPS, CES & CSAT : . Touchpoint survey best practices.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Thematic

FEBRUARY 23, 2025

Businesses need text analytics done right to extract valuable insights that they can use for effective decision-making. Setting Clear Objectives for Text Analytics Before diving into text analytics, it’s essential to define clear objectives. One of the top challenges in text analytics is dealing with unstructured text.

Analytics 62

Analytics Social Media Analysis e-support 62

Thematic

JANUARY 16, 2025

That’s where text analytics comes in. Let’s explore how text analytics works, why it’s a game-changer, and how you can use it to turn feedback into better decisions. Let’s dive in and discover the transformative power of text analytics for your business! What Is Text Analytics?

Analytics 62

Analytics Data Net Promoter Score Analysis 62

Thematic

JANUARY 21, 2025

They use text analytics ! So, what is text analytics? Whether identifying common complaints, spotting trends, or measuring customer sentiment, text analytics gives you the power to act on data. Text analytics powered by Natural Language Processing (NLP) and Artificial Intelligence (AI) is the answer. billion by 2030.

Analytics 62

Analytics Data Social Media Analysis 62

InMoment XI

MAY 31, 2022

In the post-acquisition phase, Customer Success and Support own certain customer touchpoints, and are likely already gathering feedback about them from customers. These touchpoints may include the end of the onboarding cycle in SaaS , order delivery in ecommerce, a customer support interaction.

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

GetFeedback

AUGUST 14, 2019

The ACSI is an economic indicator that measures the satisfaction of consumers across the U.S. Customers change: E xisting customers leave, and new ones come along. Go beyond basic analytics. It’s interesting to take a look at this metric over time. out of 100. That’s not the way to improve the score, either.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

InMoment XI

NOVEMBER 20, 2023

As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. With AI, brands spend less time analyzing text-heavy analytics and more time making smarter decisions to drive change.

Customer Experience 243

Customer Experience Strategy Chatbots e-support 243

InMoment XI

JULY 25, 2024

Research shows that 71% of consumers expect personalized experiences with the brands they interact with, and over 75% get frustrated when they don’t get those personalized experiences. Similarly, 90% of consumers regard issue resolution as their most significant customer service factor. Why is the Contact Center Experience Important?

Contact Center 195

Contact Center Contact Center Software Self Service Analytics 195

Thematic

MARCH 30, 2025

Consider this: 70% of consumers say they can tell which companies use AI effectively—and which ones don’t. That means gathering customer data from a range of sources—surveys, CRM systems, support tickets, social media, product usage, and more. But collecting feedback is only half the battle. Take Instacart.

Customer Insights 62

Customer Insights Data Analytics How To 62

InMoment XI

JANUARY 12, 2024

The advent of conversational intelligence has become a catalyst for transformation in the way that businesses communicate with consumers. In essence, conversation intelligence involves a multi-step process of data collection, preprocessing, language understanding, sentiment analysis, machine learning, and real-time analytics.

e-support 195

e-support Healthcare Multi-Channel Call Center 195

Lumoa

FEBRUARY 20, 2018

According to the statistics , 70% of buying experiences are based on how the customer feels they are being treated and at the same time 55% of consumers would pay more for a better customer experience. Text analytics help you to analyze the feedback in a fast and efficient manner, showing the tailored results valuable to your business.

Customer Experience 353

Customer Experience How To NPS Touchpoint 353

CSM Magazine

NOVEMBER 26, 2024

A well-designed customer journey has become essential for brand success, with 73% of consumers emphasizing that customer experience strongly influences their purchasing choices. The concept of customer relations covers every interaction between a brand and its customers, spanning from initial interest to post-sale support.

Interaction 52

Interaction Engagement e-support Chatbots 52

CSM Magazine

NOVEMBER 27, 2024

According to a report by PwCm , 73% of consumers consider customer experience a crucial factor in their purchasing decisions, while 65% say that a positive brand experience has more impact than effective advertising. Here’s how you can enhance your customer service and give your consumers an experience they’ll remember.

Self Service 52

Self Service Customer Service e-support How To 52

Kayako

MAY 13, 2022

As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. In fact, 79% of US consumers say they have used a self-service portal for customer service, and 88% of customers expect companies to have self-service options. Choosing a Self-Service Portal Provider.

Self Service 275

Self Service Knowledge Base e-support Policies 275

Thematic

FEBRUARY 24, 2025

Align teams and predictive analytics to anticipate needs. AI-driven analytics uncover hidden trends and predict customer needs. Studies show that 73% of consumers will switch to a competitor after multiple bad experiences, and more than half will leave after just one. Personalize experiences and address customer pain points.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

InMoment XI

JANUARY 16, 2024

Operational Efficiency and Resource Optimization Contact center AI solutions streamline operational workflows by automating repetitive and time-consuming tasks. E-commerce Chatbots for Customer Support: E-commerce platforms often use AI-driven chatbots to provide instant assistance to customers.

Contact Center 195

Contact Center Virtual Agent e-support Telecommunications 195

Alida

NOVEMBER 10, 2017

Which emerging technology trends will shape the business world in 2018, and how will they change consumer behaviors and expectations? Intelligent apps, analytics and things. Gartner’s forecast for intelligent IoT is supported by other firms. The mixed reality paradigm means e-commerce is not the be-all and end-all.

Trends 174

Trends Retail e-support Technology 174

rethinkCX

FEBRUARY 17, 2025

With customer expectations rising , brands must leverage personalization, AI, and proactive support to maintain loyalty and reduce churn. Personalization Increases Engagement Consumers expect tailored experiences, with 80% more likely to do business with a brand that offers personalized interactions (Epsilon).

Gamification 52

Gamification Engagement Customer Engagement e-support 52

Thematic

OCTOBER 30, 2024

Customer service interactions : Your customer support team plays a vital role in collecting and analyzing customer calls, emails, and support chat feedback. 2: Text analytics The core feature of any user research tool , including voice of the customer, is text analysis.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

rethinkCX

FEBRUARY 17, 2025

By leveraging AI-powered analytics, machine learning, and automation , brands can craft seamless, individualized experiences that drive engagement, satisfaction, and loyalty. Chatbots & Virtual Assistants for Real-Time Support AI chatbots provide instant, personalized customer support , answering queries and offering tailored solutions.

Customer Journeys 52

Customer Journeys e-support Chatbots Analytics 52

InMoment XI

JANUARY 4, 2024

With 93% of consumers reading reviews before making a purchase, and 58% of consumers being willing to drive further or pay more for a product with good reviews, a good customer experience and brand reputation management have never been more critical than it is today. Use this feedback to make informed improvements and adjustments.

Retail 195

Retail Customer Experience Effort Score Social Media 195

InMoment XI

OCTOBER 8, 2024

The goal of customer experience improvement is to create a positive customer experience where the customer always feels supported. A customer experience program helps your organization improve customer experience by facilitating cross-functional collaboration between various departments such as sales, marketing, support, etc.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

CSM Magazine

NOVEMBER 26, 2024

Artificial Intelligence and Chatbots Artificial intelligence (AI) and chatbots are improving customer service by providing instant support and answering common questions. Technology has stepped in to simplify this with secure document portals, e-signatures, and automated tracking systems.

Industry 52

Industry Technology Customer Service e-support 52

CSM Magazine

MARCH 6, 2025

Why Customer Experience Matters in E-Commerce Did you know that 54% of consumers stop buying from a brand after one bad experience? Step 3: Deliver Stellar Customer Support Good customer support solves problems; great customer support creates loyal customers.

Abandon Rate 52

Abandon Rate e-support How To Rewards Programs 52

TechSee

OCTOBER 19, 2021

According to the National Retail Federation (NRF), consumers returned an estimated $428 billion in merchandise – approximately 10.6% In this article we will discuss how to reduce returns in e-commerce and explore a number of tried and true strategies. Use of Analytics. of total U.S. retail sales – in 2020.

How To 124

How To e-support Self Service Retail 124

Retently

OCTOBER 23, 2024

CES surveys , on the other hand, look into the amount of effort a customer puts into completing a specific task, such as making a purchase or contacting customer support. In fact, 47% of consumers avoid repurchasing after a frustrating experience, so act quickly.

Ecommerce 109

Ecommerce Survey Retail NPS 109