ECXO

NOVEMBER 26, 2024

Chatbots, CRM systems, and AI-powered analytics can handle routine tasks, freeing up your team to focus on more complex issues. By using data analytics, you can create playbooks for common customer problems, allowing your team to resolve them efficiently without needing a unicorn to step in.

Self Service 334

Self Service Culture Training Analytics 334

eglobalis

FEBRUARY 3, 2025

CRM, ERP, and marketing platforms) to create a 360-degree view of the customer. Predictive Analytics for Proactive Support Predictive analytics powered by AI allows B2B businesses to anticipate customer needs and address issues before they arise. surveys, social media, reviews) to identify trends and actionable insights.

B2B 371

B2B Customer Journeys Customer Experience Chatbots 371

eglobalis

JANUARY 20, 2025

To achieve reliability, companies can invest in predictive analytics and supply chain visibility tools. Companies can further enhance relationship management by leveraging customer relationship management (CRM) tools like HubSpot or Salesforce, which centralize customer data and provide actionable insights.

B2B 406

B2B Loyalty Loyalty Programs Innovation 406

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.

B2B 277

B2B Company Customer Journeys Innovation 277

ECXO

MARCH 6, 2025

Most B2B companies have vast amounts of customer data spread across CRM systems, support ticket databases, ERP platforms, websites, and more. For example, implementing a customer data platform or upgrading the CRM can help consolidate information about customer interactions, transactions, and preferences into one unified profile.

B2B 339

B2B Customer Journeys How To Effort Score 339

CloudCherry

OCTOBER 4, 2018

Combining the data from a CRM and a CEM is a perfect pairing – like wine and cheese or peanut butter and jelly. Together, a CRM + CEM can provide a well-rounded picture of what your customers are doing, and help to predict what they do next. What is a CRM? What data will I get from integrating both my CEM and CRM?

CEM 249

CEM CRM NPS Analysis 249

InMoment XI

NOVEMBER 7, 2024

Did you know that 92% of customer relationship management (CRM) leaders say AI and automation have improved customer service response times? Over 80% of CRM leaders say that AI and automation make customer communication more personalized.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

CloudCherry

OCTOBER 4, 2018

Combining the data from a CRM and a CEM is a perfect pairing – like wine and cheese or peanut butter and jelly. Together, a CRM + CEM can provide a well-rounded picture of what your customers are doing, and help to predict what they do next. What is a CRM? What data will I get from integrating both my CEM and CRM?

CEM 244

CEM CRM NPS Analysis 244

InMoment XI

DECEMBER 18, 2024

It ingests feedback from email, social media, and chat and integrates it with customer relationship management (CRM) data. 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.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

InMoment XI

NOVEMBER 14, 2024

Sentiment Analysis Competitor Analysis Multi-Platform Coverage Keyword and Hashtag Tracking Analytics and Reporting Content Creation and Scheduling CRM Integration A social listening tool lets you tap into online conversations around your business. Analytics can show engagement trends and campaign performance.

Tools 195

Tools Social Media Customer Experience Analysis 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 24, 2024

What is the Difference Between a Customer Engagement Platform and Customer Relationship Management (CRM)? Debating the differences between customer engagement platforms and CRM systems is natural. Customer Relationship Management (CRM) Customer relationship management systems utilize the data of existing customers and focus internally.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 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. Highlight Competitive Advantage : Show how a superior customer experience differentiates the company from competitors, potentially leading to increased market share.

Leadership 229

Leadership B2B B2C Effort Score 229

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

Calabrio

MARCH 26, 2025

Paychex: AI Insights for Optimized Performance Paychex leveraged Calabrios AI-driven analytics to gain deeper visibility into agent performance and customer interactions. This led to greater agent engagement, flexibility, and job satisfaction.

Self Service 130

Self Service Chatbots CRM Analytics 130

InMoment XI

SEPTEMBER 3, 2024

When you analyze the natural language interactions between customers and an organization, conversational analytics unlocks a wealth of insights that can be used to resolve issues faster, enhance agent performance, reduce costs, and demonstrate the value of customer service investments. What is Conversational Analytics?

Analytics 195

Analytics Data Social Media Average Handle Time 195

InMoment XI

NOVEMBER 18, 2024

Here are some key methods for analyzing customer behavior: Quantitative research Quantitative data analysis Predictive analytics Customer journey mapping Cohort analysis Qualitative Research Qualitative research and analysis involve asking open-ended questions to encourage customers to share their thoughts in their own words.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

eglobalis

JUNE 27, 2024

Data analytics is critical for processing vast amounts of information to uncover patterns and actionable insights. Organizations such as Google, Netflix, and Spotify excel in leveraging data analytics to enhance user experiences and personalize offerings. Companies like HSBC in Europe and Toyota in APAC excel in this area.

Strategy 443

Strategy Customer Experience Net Promoter Score Customer Centricity 443

ECXO

JULY 29, 2024

Data Analytics : Processing vast amounts of information to uncover patterns and actionable insights. Companies like Apple, Hulu, and Pandora excel in leveraging data analytics to enhance user experiences and personalize offerings. Insights from teams at firms like IBM, FedEx, and Target highlight trends and areas for improvement.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

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. With its ability to integrate with CRM systems and organize feedback in a central place, it simplifies the process of gathering and analyzing customer data.

Call Center 195

Call Center Metrics Self Service Effort Score 195

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. Let’s talk about how AI text analytics can help your business. Let’s go!

Analytics 62

Analytics Customer Service Analysis e-support 62

ECXO

JULY 10, 2024

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. Companies like Rakuten and L’Oréal leverage AI-driven analytics to monitor sentiment across digital platforms, enabling proactive responses.

Metrics 374

Metrics Analysis Feedback NPS 374

eglobalis

JULY 2, 2024

Comprehensive feedback from multiple sources, integrating Voice of the Customer (VOC), metrics, measurements, data analytics, real-time sentiment analysis, and evolving AI developments, is essential for gaining a complete customer understanding. In the end, why do we talk so much about NPS?

NPS 443

NPS Feedback Net Promoter Score B2C 443

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

OCTOBER 23, 2024

Moreover, by handling repetitive analytical tasks, AI systems allow human agents to invest more of their time and energy into forging strong customer relationships by resolving more complex issues. 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

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 414

Customer Experience Social Media Analytics Chatbots 414

InMoment XI

NOVEMBER 13, 2024

This can include CRM data, social media, call center logs, service requests, and chat messages. 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. How to Choose Churn Prediction Software? References Semrush.

Customer Retention 195

Customer Retention How To Analysis ROI 195

Thematic

MARCH 20, 2025

So, how exactly is AI changing the game for customer insights and predictive analytics? Manually analyzing this data was inefficient, so they turned to AI-powered text analytics to extract meaningful insights. That’s predictive analytics in action—and it’s not just for streaming. Those that don’t?

Customer Insights 62

Customer Insights Analytics Social Media Analysis 62

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. Integration with CRM and Helpdesk Tools Your CES tool needs to cooperate, not isolate. Ready to find the one that fits your needs?

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

ECXO

NOVEMBER 19, 2024

Lesson for Companies : Use data analytics to understand your customers’ preferences, behaviors, and past interactions. Unified Customer Profiles : Use CRM systems to maintain a unified view of each customer, ensuring that every interaction feels seamless and informed.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

InMoment XI

NOVEMBER 26, 2024

Focus: Real-time customer journey analytics to understand the emotions, pain points, and touchpoints customers are experiencing at every stage. Use analytics tools, customer feedback, and data from CRM systems to monitor how customers interact with your brand across touchpoints.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 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. InMoment helps you break free of silos by connecting experience data with CRM systems, ticketing platforms, or project management tools.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

InMoment XI

DECEMBER 22, 2022

Most brands with a VoC or experience improvement program will centralize the data streams and use advanced analytics and behavioral science experts to identify what customers are actually saying. For any data to be useful, of course you need to take the time to dig in and understand what your customers are actually saying. Wrapping Up.

Voice of Customer 418

Voice of Customer Examples Strategy Net Promoter Score 418

Thematic

FEBRUARY 2, 2025

In 2023, the global text analytics market was valued at $15.54   Text analytics is the key. You’re probably here because you already know your business can benefit from text analytics but are overwhelmed about how to choose text analytics tools to match your business. billion, with projections to grow to $52.21

Analytics 62

Analytics Tools Case Study How To 62

ECXO

DECEMBER 4, 2024

In SaaS, customer success often focuses on proactive engagement, usage analytics, and ensuring customers extract maximum value from their subscription-based services. HubSpot : As a CRM platform, HubSpot frequently rolls out new tools and features. Manufacturing Companies a.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

Calabrio

MARCH 4, 2025

Chatbot analytics tools can improve bots ability to handle more queries, freeing up agents to focus on more complex issues. Reporting and Analytics: Its all about visibility. You need comprehensive reporting and analytics to track performance and deliver predictive insights.

Contact Center 130

Contact Center Omni-Channel Contact Center Software Software 130

Calabrio

MARCH 5, 2025

Analytics Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 Share Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 What area do you see as the biggest opportunity for growth in your contact center? Happy customers are more likely to become repeat customers and brand advocates.

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130