ECXO

MARCH 6, 2025

Leveraging Technology and Data for CX Smart use of technology and data is a powerful enabler of better B2B customer experiences. Most B2B companies have vast amounts of customer data spread across CRM systems, support ticket databases, ERP platforms, websites, and more.

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

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. Siemens and Unilever, like all the companies I know, use several metrics, data analytics, and KPIs to drive conclusions.

NPS 468

NPS Feedback Net Promoter Score B2C 468

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

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. Create detailed journey maps that visualize every customer interaction.

Strategy 467

Strategy Customer Experience Net Promoter Score Customer Centricity 467

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

Optimove

APRIL 10, 2025

Managing Customer Data: CDP vs CRM Understanding the tools that manage and activate customer data is crucial for marketers. Two of the most talked-about platforms in this space are the Customer Data Platform (CDP) and Customer Relationship Management (CRM) system. CDPs help you understand them.

CRM 52

CRM eBook Customer Journeys Customer Relationship Management 52

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. Create detailed journey maps that visualize every customer interaction.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

eglobalis

MARCH 13, 2025

Highlight Competitive Advantage : Show how a superior customer experience differentiates the company from competitors, potentially leading to increased market share. Leverage Customer Insights : Utilize customer feedback and analytics to identify pain points and opportunities, demonstrating a data-driven approach to decision-making.

Leadership 242

Leadership B2B B2C Effort Score 242

eglobalis

JULY 31, 2024

These platforms provide deep insights into customer feedback and behaviour, enabling businesses to make data-driven decisions to improve CX. 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 441

Customer Experience Social Media Analytics Chatbots 441

InMoment XI

NOVEMBER 13, 2024

Here are the key steps for using data analysis to predict churn: Collect and Prepare Data Select and Train a Model Analyze Predictive Patterns Take Proactive Action Collect and Prepare Data Consider diverse data sources that capture customer interactions and behaviors. It improves customer relationships. References Semrush.

Customer Retention 195

Customer Retention How To Analysis ROI 195

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

ECXO

NOVEMBER 19, 2024

By delving into the lessons offered by this epic franchise, businesses can unlock new strategies for improving customer experience, solidifying their place in a galaxy that is always evolving and expanding. Lesson for Companies : Use data analytics to understand your customers’ preferences, behaviors, and past interactions.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

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. AI-powered feedback analysis can also help your bank capture meaningful insights from customer data to improve CX strategy.

Banking 195

Banking Customer Experience Effort Score Financial 195

ECXO

JULY 10, 2024

Gartner predicts that over 75% of organizations will move away from using NPS as a primary metric for customer service and support by 2025. The simplicity of NPS fails to capture the complexities of customer relationships and experiences, which are vital for improving satisfaction.

Metrics 374

Metrics Analysis Feedback NPS 374

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

CSM Magazine

APRIL 16, 2025

One of the leading innovations reshaping the sector is the integration of Enterprise Resource Planning (ERP) systems with Customer Relationship Management (CRM) solutions. This article will delve into how ERP and CRM integration supports customer interaction in the construction industry.

CRM 52

CRM Interaction Industry System 52

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. What Are the Different Types of Customer Loyalty? In general, loyal customers are a by-product of excellent customer service.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

Magellan Solutions

FEBRUARY 15, 2023

The adoption of customer relationship management (CRM) systems in the business world has been a game changer for employees. A CRM virtual assistant (VA) is an extension of the customer service team, which handles routine tasks for clients. What is a CRM Virtual Assistant?

CRM 95

CRM Customer relationships Social Media Sales 95

SurveySensum

APRIL 16, 2025

Your CRM is smart. It knows your customers names, emails, and past purchases. Thats where CRM surveys come in. Smarter marketing, better sales, and a customer experience that keeps people coming back. In this blog post, were cracking the code on CRM surveys. What is a CRM Survey? But is it futuristic?

CRM 52

CRM Survey Feedback Touchpoint 52

InMoment XI

NOVEMBER 22, 2024

Leveraging a churn prediction tool can help you understand why customers might leave, which enables you to retain them before it’s too late. 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.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

InMoment XI

SEPTEMBER 28, 2021

Every company executive will agree that having loyal customers is a key to business success. But what are executives really doing to encourage customer loyalty? Most businesses will point to their customer care training or customer relationship management (CRM) system and count on these tools to build loyalty.

Loyalty 389

Loyalty Tips Feedback Advertising 389

Comm100

JULY 3, 2024

By analyzing previous interactions and customer data, chatbots can tailor their responses to meet the individual needs of each customer. This level of personalization helps in building deeper customer relationships, fostering loyalty and enhancing the overall customer experience.

Chatbots 288

Chatbots Communication CRM Interaction 288

eglobalis

OCTOBER 9, 2024

Likewise, if the feature is accepted but will take time, setting clear expectations helps maintain strong customer relationships. Challenges : Managing customer disappointment can be tough, especially with long-term clients. A large enterprise client requested deeper integration with their proprietary CRM system.

Feedback 520

Feedback ROI Innovation B2B 520

Thematic

MARCH 20, 2025

Text analytics. What is text analytics ? Simply put, it’s about digging into unstructured feedback to uncover meaningful insights that improve customer service. The Importance of AI Text Analytics in Customer Service Before anything, you might be wondering: Why AI text analytics matter ?

Analytics 62

Analytics Customer Service Analysis e-support 62

Thematic

FEBRUARY 2, 2025

In 2023, the global text analytics market was valued at $15.54 Because businesses are producing massive volumes of text data—from customer reviews and social media to emails and surveys.   Text analytics is the key. We’re here to guide you in finding the perfect text analytics tool for your business.

Analytics 62

Analytics Tools Case Study How To 62

AWS Machine Learning

APRIL 3, 2025

At the heart of this transformation is the OMRON Data & Analytics Platform (ODAP), an innovative initiative designed to revolutionize how the company harnesses its data assets. ODAP aimed to seamlessly integrate data from multiple ERP and CRM systems in addition to other relevant data sources across the organization.

Data 86

Data Government Competitive Advantage Analytics 86

NICE inContact

SEPTEMBER 29, 2020

Your CRM, like Salesforce, helps you manage your customer relationships. CRMs create comprehensive profiles for your existing customers and prospects that can help you serve them better and improve your sales opportunities.

CRM 156

CRM Contact Center Data Customer relationships 156

Comm100

FEBRUARY 5, 2018

What Customer Engagement Software Tools Are There? CRM Software. Exploring A Broad Term: What Is Customer Engagement Software? These are common types and functions of customer engagement software: CRM Software. Contact history (what type of contact have your customers made? Live Chat Software. PR Software.

Social Media 171

Social Media CRM Self Service Software 171

Thematic

MARCH 20, 2025

Well, let’s just say customers aren’t waiting around. So, how exactly is AI changing the game for customer insights and predictive analytics? AI Does the Heavy Lifting in Customer Data Analysis Ever tried digging through customer feedback manually? Businesses that get it right are winning big.

Customer Insights 62

Customer Insights Analytics Social Media Analysis 62

ECXO

OCTOBER 30, 2024

Similarly, in the realm of customer experience, personalization is key. Customers today expect brands to understand their preferences, behaviors, and needs. Implementing data analytics and customer relationship management (CRM) tools can help businesses tailor their offerings and communication effectively.

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

Comm100

APRIL 2, 2024

This analytical approach allows businesses to make informed decisions about where changes will have the most impact on customer satisfaction. Personalize the customer experience – Use Customer Data Wisely: Leveraging customer data effectively can lead to highly personalized experiences that directly increase CSAT.

Strategy 264

Strategy How To Wait Times Customer Satisfaction 264

ECXO

JUNE 23, 2024

Furthermore, implementing the right technology and tools is paramount for the success of your customer success team. This may involve investing in a robust customer relationship management (CRM) system, customer engagement platforms, and analytics tools to gain valuable insights into customer behavior and preferences.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Retently

NOVEMBER 27, 2024

When customers feel understood, they’re more likely to return – and that’s a win for both customer satisfaction and business growth. Tracking Customer Behavior Platforms like Google Analytics, Hotjar, and Shopify’s built-in analytics can uncover behavioral patterns that aren’t immediately obvious.

Ecommerce 149

Ecommerce Sales Strategy Tips 149

Calabrio

MARCH 11, 2025

Identify nuanced sentiment: AI detects subtle emotional cues, providing a deeper understanding of customer satisfaction beyond surface-level metrics. Automate performance evaluation: AI-driven QA scorecards and analytics streamline the evaluation process, freeing up managers to focus on coaching and development.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

GetFeedback

JANUARY 28, 2019

Combine NPS survey results with your CRM. The best way to get context on your customers is by using the data you already have from your ongoing relationship. Usually, this is stored in a customer relationship management (CRM) tool, like Salesforce. Combining your NPS data with your CRM is just the beginning.

NPS 246

NPS Survey Net Promoter Score CRM 246

Comm100

OCTOBER 17, 2023

Analytics and Reporting : Gather data on customer interactions, identify trends, and make improvements based on insights. HubSpot Service Hub Part of the HubSpot ecosystem, Service Hub offers tools to manage customer relationships and enhance the customer experience.

Software 243

Software Chatbots Customer Service Knowledge Base 243