InMoment XI

DECEMBER 5, 2024

This is true for financial institutions in general, with almost 90% of consumers using online reviews to make banking decisions. In fact, 49% of consumers trust online reviews as much as personal recommendations. 88% of both millennial and Gen-Z consumers rely on online reviews when evaluating a financial product or institution.

Management 195

Management Social Media Financial Banking 195

InMoment XI

NOVEMBER 26, 2024

However, to combat this, you need to understand the end-to-end customer experience and be prepared for every path a consumer might take to become a customer or that a current customer might take when using your products or services. This often stems from poor internal communication, outdated technology, or inefficient processes.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

DECEMBER 18, 2024

What to Look for in Contact Center Automation Software Text and Speech Analytics Integrations Reporting Customizable Alerts The right contact center automation software boosts agent productivity and customer satisfaction. Text and speech analytics use machine learning to provide instant insights into emotions, context, and intent.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

InMoment XI

NOVEMBER 15, 2023

With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. Customer experience analytics is the practice that empowers businesses to do just that. What is Customer Experience Analytics?

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

ECXO

JULY 10, 2024

In healthcare, a single heart rate measurement is insufficient without considering other factors like activity level. Companies like Unilever and Siemens use NPS to assess consumer sentiment and identify product improvement areas. Advanced Analytics and AI : Analyzing large volumes of feedback data.

Metrics 374

Metrics Analysis Feedback NPS 374

InMoment XI

DECEMBER 17, 2024

Look for Someone Who Understands the Customer Whoever you choose as your customer experience manager should have a strong understanding of the modern consumer and the experiences they are looking to have. These include, but are not limited to, CRM systems, analytics platforms, collaboration tools, and customer feedback platforms.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ECXO

DECEMBER 4, 2024

These distinctions arise from the inherent characteristics of their business models, the nature of their offerings, and the way they engage with end consumers. In SaaS, customer success often focuses on proactive engagement, usage analytics, and ensuring customers extract maximum value from their subscription-based services.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. NLP has made feedback analytics way more accessible. Let’s explore how you can use analytics to revolutionize your customer experience.

Analytics 195

Analytics Customer Experience Management Net Promoter Score 195

InMoment XI

OCTOBER 23, 2024

Whether it’s agriculture, manufacturing, real estate, or healthcare, having a team of experts who are knowledgeable in that sector can significantly improve the customer experience. For instance, First National Bank partnered with InMoment to better analyze data across all touchpoints using a custom text analytics model.

Banking 195

Banking Customer Experience Effort Score Financial 195

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

InMoment XI

OCTOBER 25, 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. This is because platforms like Facebook and Instagram host a ton of content from influencers and regular consumers alike. Restaurant Consumer Trends Report ( [link] ).

Feedback 195

Feedback Management Social Media ROI 195

Thematic

FEBRUARY 3, 2025

Did you know that in 2023, the world created, captured, copied, and consumed 123 zettabytes of data? Hidden in this massive mountain of information are valuable insights that can alter how businesses, healthcare, and countless other industries operate. That’s where text analytics tools come in. Why does this matter?

Analytics 62

Analytics e-support Social Media Net Promoter Score 62

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. If you’re easy to find, contact, and buy from, they’ll become long-term consumers. How Do You Measure Customer Loyalty Analytics?

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

InMoment XI

NOVEMBER 13, 2024

Regular testing and refinement are time-consuming but crucial for improving model accuracy. 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. Irrelevant features can add noise to the dataset and confuse the model.

Customer Retention 195

Customer Retention How To Analysis ROI 195

InMoment XI

OCTOBER 30, 2024

Here’s a quick breakdown of customer expectations by category: Health insurance customer experience : Customers expect easy access to healthcare networks. McKinsey & Company ) Virtual assistants are in use by only 16% of insurers, but 38% of consumers find value in AI-based communication. Accessed 10/17/2024. Accessed 10/17/2024.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

Aveus

MAY 18, 2021

At Medecision, our solutions and services help health plans improve the consumer experience and increase engagement. There’s a growing emphasis on consumer experience across industries, and healthcare is no exception. Why You Need to Look Holistically at Your Programs and Consumer Experience. By Medecision.

Consumers 130

Consumers Healthcare Metrics Case Study 130

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

AWS Machine Learning

MARCH 18, 2025

In the rapidly evolving healthcare landscape, patients often find themselves navigating a maze of complex medical information, seeking answers to their questions and concerns. This solution can transform the patient education experience, empowering individuals to make informed decisions about their healthcare journey.

Healthcare 84

Healthcare Analysis Knowledge Base Report 84

TechSee

DECEMBER 11, 2024

Prediction 4: Data Privacy and Data Accuracy Will Dominate CX Strategies Forecast : With increasing scrutiny on data security, customer privacy was expected to shape service innovation, particularly in sensitive sectors like finance and healthcare. Outcome : Partially accurate. Outcome : Accurate for early adopters.

Trends 109

Trends Self Service Omni-Channel Social Media 109

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

TechSee

JUNE 10, 2021

Deal with Data Analytics. Data analytics can also help companies assess the types of calls that resulted in a No Fault Found truck roll – a huge waste of time and resources — and develop remote solutions that would improve future workflows. By 2025, the IDC predicts that the number will rise to 41.6 billion devices.

Self Service 207

Self Service Innovation Analytics Transportation 207

BirdEye

SEPTEMBER 26, 2023

The past few years have seen a tremendous increase in digitalization in the healthcare industry. The use of Artificial Intelligence (AI) in healthcare industries helps businesses streamline patient management, sales processes, appointments, and improve overall patient experience. Table of contents What is AI in healthcare?

Healthcare 111

Healthcare Hospitality Social Media Wait Times 111

AWS Machine Learning

NOVEMBER 26, 2024

This time-consuming process led to fatigue and burnout, and involved redundant manual dictation in many studies. It might seem straightforward to integrate ML models into healthcare workflows, but the challenges are many and interconnected. Healthcare applications make some of the usual AI complexities more challenging.

Healthcare 109

Healthcare System Innovation Study 109

ECXO

JUNE 20, 2023

Price and quality matters but consumers and buyers are increasingly making decisions driven by values-based preferences aligned with customer experience. It found that ‘consumers are shifting their spending toward products with ESG-related claims’ People are opening their wallets based on ESG criteria.

B2B 367

B2B Brands Innovation Government 367

Magellan Solutions

SEPTEMBER 18, 2023

Do you operate a healthcare business? Working in healthcare can be tough. It’s here to make the lives of healthcare pros a whole lot easier. Read on to learn how AI can be your trusty sidekick in the world of healthcare! Or are you independently practicing your medical profession?

Healthcare 98

Healthcare Tools Hospitality Insurance 98

Talkdesk

NOVEMBER 24, 2020

Healthcare consumers today have new and more demanding expectations, forged by Amazon and Uber-like experiences where digital comes first. HCOs must become more consumer oriented. In the wake of COVID-19, providing patient-centered care and a more consumer-like patient experience is critical for HCOs.

Consumers 101

Consumers Healthcare Contact Center How To 101

InMoment XI

JULY 26, 2024

These services are essential for maintaining a positive perception of your business in the eyes of consumers. Here are a few reasons why reputation management services are essential: Customer Trust and Credibility: Consumers are more likely to trust a business with positive reviews and a strong online presence.

Brands 195

Brands Management Social Media Competitive Advantage 195

Kayako

MARCH 21, 2022

ECommerce is growing like wildfire, offering exciting business insights via analytics and data. 83% of consumers expressed a need for some help on their online shopping journey. Consumers feel let down when the pre-sale marketing context differs from after the sale.

Customer Service 292

Customer Service Social Media Ecommerce Competitive Advantage 292

AWS Machine Learning

NOVEMBER 16, 2023

Since 2014, the company has been offering customers its Philips HealthSuite Platform, which orchestrates dozens of AWS services that healthcare and life sciences companies use to improve patient care. The data science team expected an AI-based automated image annotation workflow to speed up a time-consuming labeling process.

Healthcare 117

Healthcare Government Innovation Training 117

Uniphore

DECEMBER 17, 2021

The adoption of digital healthcare skyrocketed during the pandemic, exposing both persistent issues for payers as well as opportunities. The more healthcare consumers become comfortable with digital channels, the higher their expectations are for the same level of convenience, selection, and service they receive in other areas of their lives.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

InMoment XI

OCTOBER 8, 2024

Improving customer experience will also result in increased brand equity , which is a key determining factor in what organizations consumers choose to give their business to. Personalize Interactions The majority of today’s consumers expect personalized interactions. And 88% of customers who trust a brand will become repeat customers.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

AWS Machine Learning

MAY 9, 2023

Healthcare data is complex and siloed, and exists in various formats. We store the final output in Fast Healthcare Interoperability Resources (FHIR) compatible format in Amazon HealthLake , making it available for downstream analytics. A MedicationStatement is a record of a medication that is being consumed by a patient.

Healthcare 91

Healthcare Data Resources Analysis 91

SurveySensum

FEBRUARY 24, 2025

First, What is Text Analytics? Lets discuss the key differences and applications of sentiment analysis vs text analytics. Both text analysis and sentiment analysis involve different types of analytical methods, each serving specific objectives. But whats the difference between the two? Arent they basically the same thing?

Analysis 52

Analysis Analytics Social Media Trends 52

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Interaction 98

Interaction Analytics Call Center Contact Center 98

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

Lumoa

AUGUST 23, 2021

The post-COVID-19 consumer is still going to be a bit financially nervous and hesitant with their spending, so the largest change in behavior is going to be the building (or re-building) of their trust. These analytics are always going to be crucial starting points for any type of growth, pandemic or not.

Customer Experience 221

Customer Experience Social Media Video Customers 221