InMoment XI

OCTOBER 23, 2024

From visiting your physical branch to paying an electricity bill through your app, each interaction with a touchpoint contributes to a customer’s perception of your business. 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

ECXO

MARCH 6, 2025

Customer experience spans many touchpoints and processes trying to fix everything at once can overwhelm the team and dilute resources. B2B organizations are increasingly investing in CX technologies such as experience management software, analytics tools, and AI-driven solutions. Another key aspect of strategy is prioritization.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

NOVEMBER 21, 2024

Their feedback across various touchpoints on the customer journey will highlight how you can better retain similar customers. Importance of Customer Analytics Customer analytics provides a blueprint for delivering exceptional customer service. Leverage Advanced Analytics Tools. Collect Customer Data. Take Action.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

eglobalis

MARCH 13, 2025

Todays B2B buyers expect seamless, personalized experiences on par with their B2C consumer experiences. They want suppliers and partners who are easy to do business with, understand their needs, and provide consistent support across every touchpoint. At the same time, B2B customer expectations have risen.

Leadership 232

Leadership B2B B2C Effort Score 232

eglobalis

JULY 31, 2024

Customer Experience Management (CXM) Software Tools like Qualtrics and Medallia as the leaders of this sector help manage and analyse customer interactions across different touchpoints. Advanced analytics help businesses understand customer behaviour, measure campaign effectiveness, and optimize strategies to improve CX.

Customer Experience 425

Customer Experience Social Media Analytics Chatbots 425

InMoment XI

OCTOBER 24, 2024

Customer Engagement Platform Customer engagement platforms, however, are external and focus on the interaction between customers and consumers. The Importance of Customer Engagement Platforms Today, 70% of consumers expect a response from a customer service team within the same day.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

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 30, 2024

It improves customer satisfaction across all touchpoints. By leveraging digital solutions and user-friendly interfaces, insurers can enhance customer satisfaction at every touchpoint. McKinsey & Company ) Virtual assistants are in use by only 16% of insurers, but 38% of consumers find value in AI-based communication.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

InMoment XI

MAY 31, 2022

Each of these touchpoints influences the customer, and by analyzing customer behavior, feelings, and motivations around each touchpoint, you can begin to identify opportunities to establish more positive relationships by giving customers what they need at any given stage of their journey. Plot Touchpoints. So start there.

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

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

AUGUST 12, 2024

These platforms facilitate real-time sentiment analysis and predictive analytics, enabling proactive improvements in customer satisfaction. Analytics and Reporting Tools: Solutions like Google Analytics and Tableau provide comprehensive insights into marketing performance across channels.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

eglobalis

SEPTEMBER 16, 2024

Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints. C-suite executives should lead this effort, ensuring the organization understands the complexity of the customer journey and invests in advanced analytics tools to segment and map these touch-points.

B2B 372

B2B Strategy Customer Experience Customer Journeys 372

ECXO

JULY 10, 2024

Companies like Unilever and Siemens use NPS to assess consumer sentiment and identify product improvement areas. A comprehensive approach that integrates multiple feedback sources, including Voice of the Customer (VOC) metrics, data analytics, and AI, is essential for a complete understanding.

Metrics 374

Metrics Analysis Feedback NPS 374

InMoment XI

DECEMBER 17, 2024

Another important aspect of this role is that it determines the best way to collect, analyze, and act on the voice of customer data at key touchpoints across the customer journey. 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

Lumoa

JANUARY 31, 2023

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. Customer experience matters across all the channels and all the touchpoints of the customer journey.

Customer Experience 414

Customer Experience How To NPS Touchpoint 414

eglobalis

JULY 2, 2024

European giants like Unilever and Siemens utilize NPS to gauge consumer sentiment and pinpoint areas for product line improvements. Siemens and Unilever, like all the companies I know, use several metrics, data analytics, and KPIs to drive conclusions.

NPS 450

NPS Feedback Net Promoter Score B2C 450

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 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. Customers appreciate ease at every touchpoint of their journey.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

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. Whats more, the COVID-19 pandemic accelerated this shift, as companies adopted digital tools and reimagined customer touchpoints to remain relevant.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Retently

NOVEMBER 27, 2024

Key Insight: Refining Operations for Long-Term Loyalty Here’s the secret sauce: refining your backend operations and customer touchpoints is just as important as your marketing efforts. Understanding the latest market trends and consumer behavior isn’t just a “nice-to-have” – it’s a game-changer for ecommerce growth.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Calabrio

MARCH 4, 2025

As consumers, we expect more than the flexibility of multiple channels. Thats why, to offer customer experience excellence across all these touchpoints, the key word is not multichannel but omnichannel. Identify all the touchpoints they interact with, from initial research to post-purchase support.

Contact Center 130

Contact Center Omni-Channel Contact Center Software Software 130

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

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. Customer experience matters across all the channels and all the touchpoints of customer journey.

Customer Experience 353

Customer Experience How To NPS Touchpoint 353

ECXO

JUNE 11, 2023

How do they consume content? How do they consume content? Define your brand values and messaging – having a clear set of brand values and messaging is essential to creating a consistent experience across all touchpoints. How do customers experience your brand – across touchpoints? How does your messaging build trust?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

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. That’s where text analytics tools come in. By 2028, that number is projected to soar to over 394 zettabytes.

Analytics 62

Analytics e-support Social Media Net Promoter Score 62

Lumoa

APRIL 3, 2018

How do you make important or day-to-day consumer decisions in your life? Soon after, NPS gained popularity and used to be implemented everywhere: from customer service interaction to every individual customer touchpoint. At the same time a NPS survey is simple and short enough for consumers to respond regularly.

Net Promoter Score 316

Net Promoter Score NPS Touchpoint Feedback 316

Thematic

FEBRUARY 10, 2025

Text analytics can help you sort through these heaps of unfiltered data. Let’s talk about the reasons why text analytics is important for modern businesses like yours. The challenge is turning this chaotic information into clear, actionable insights, and that’s where text analytics steps in.

Analytics 62

Analytics Net Promoter Score Analysis Social Media 62

Thematic

FEBRUARY 12, 2025

Did you know that social media is the #1 product discovery channel , with 33% of consumers finding new products through platforms like Instagram and TikTok in the past three months? The good news is you don’t need a crystal ball—text analytics marketing can help. The answer could be hidden in your customer feedback.

Analytics 62

Analytics Marketing Social Media Net Promoter Score 62

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Long-term actions are based on the analytics results of the customer feedback. Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down?

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

InMoment XI

NOVEMBER 13, 2024

Pulling unstructured data from different sources helps you build a comprehensive dataset covering every touchpoint in the customer journey. Regular testing and refinement are time-consuming but crucial for improving model accuracy. Advanced Text Analytics Your churn prediction platform should be able to analyze customer feedback.

Customer Retention 195

Customer Retention How To Analysis ROI 195

InMoment XI

AUGUST 17, 2023

In this article we will share the three key drivers of NPS identified in our latest report, State of Customer Experience: 2023 UK Consumer Study , conducted in partnership with NPSx by Bain & Company , which reveals how to transform NPS from a numerical score to a strategic advantage!

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

Calabrio

MARCH 4, 2025

Analytics Top 6 CX Myths & Misconceptions Debunked Share In recent years, the customer experience (CX) has come to dominate business strategy, growth, and outcomes. Typically, a customer service moment is in reference to a single interaction and the quality of care a customer received during that touchpoint. CX cant be measured.

Touchpoint 100

Touchpoint Abandon Rate Metrics First Call Resolution 100

SurveySensum

OCTOBER 17, 2024

73% of consumers across the globe expect companies to understand their unique expectations and needs — Customer Feedback Analytics is the key to it! This is where customer feedback analytics solutions come in. Customer feedback analytics is the process of gathering, analyzing, and interpreting customer feedback.

Analytics 52

Analytics Feedback Social Media Self Service 52

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

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

This approach focuses on anticipation, relationship-building, and ensuring every touchpoint feels thoughtful and intentional. Statistic to Consider: Studies show that 89% of consumers have switched to a competitor following a poor customer experience. So, how do you flip the script? By embracing a proactive sales process.

Sales 259

Sales Customer Experience e-support Examples 259

Thematic

JANUARY 29, 2025

And that’s where text analytics comes in. Collecting Customer Feedback In 2023, the world created, captured, and consumed a staggering 123 zettabytes of data —that’s like watching 250 million copies of every movie ever made. A significant boost in Touchpoint Net Promoter Score (tNPS). That’s huge!

Analysis 62

Analysis Analytics Feedback Net Promoter Score 62