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 418

B2B Loyalty Loyalty Programs Innovation 418

eglobalis

FEBRUARY 3, 2025

Personalization at Scale in B2B AI enables B2B businesses to deliver hyper-personalized experiences by analyzing vast amounts of customer data. This model processes multiple data types, including text, code, and images, to deliver customized services such as coding assistance for developers and document summarization for corporate users.

B2B 381

B2B Customer Journeys Customer Experience Chatbots 381

ECXO

NOVEMBER 26, 2024

Leverage Technology, Automation, and Data-Driven Insights to Enhance Customer Service Incorporate technology and automation tools to streamline customer service processes. Chatbots, CRM systems, and AI-powered analytics can handle routine tasks, freeing up your team to focus on more complex issues.

Self Service 334

Self Service Culture Training Analytics 334

eglobalis

JANUARY 7, 2025

This involves: Methods : Conducting interviews, surveys, ethnographic research, and observation to gather qualitative data. Techniques : Analyzing data from the empathy phase, identifying root causes using tools like the 5 Whys, and mapping out dependencies that impact the problem space.

B2B 285

B2B Company Customer Journeys Innovation 285

ECXO

MARCH 6, 2025

By using data (such as customer feedback scores, churn analysis, and revenue by touchpoint) and customer journey mapping insights, leaders can pinpoint which areas will deliver the greatest impact if improved. Leveraging Technology and Data for CX Smart use of technology and data is a powerful enabler of better B2B customer experiences.

B2B 339

B2B Customer Journeys How To Effort Score 339

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. This allows them to focus on complex issues that require a human touch.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

InMoment XI

DECEMBER 18, 2024

Automating repetitive tasks like call routing and data entry enables call center cost reduction for businesses. Data Collection and Integration Natural Language Processing Response Generation Continuous Improvement Contact center automation is a structured pipeline integrating AI-powered tools to streamline operations.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

eglobalis

MARCH 13, 2025

Siloed Data and Systems: Customer information in B2B is often fragmented across sales, marketing, account management, and support. These data silos make it hard to get a unified view of the customer, resulting in inconsistent or disjointed interactions.

Leadership 232

Leadership B2B B2C Effort Score 232

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 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

OCTOBER 24, 2024

Customer engagement platforms consolidate customer data into one location and provide tools to engage customers consistently and personally, regardless of how they interact with your business. What is the Difference Between a Customer Engagement Platform and Customer Relationship Management (CRM)?

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

InMoment XI

NOVEMBER 18, 2024

Better Product Development Customer behavior insights can allow your company to make data-driven decisions about product offerings. Customer behavior data reveals which campaigns, channels, and messaging resonate most with different customer segments. It can help you understand why your customers make certain choices.

Analysis 195

Analysis Customer Journeys Social Media Analytics 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 249

CEM CRM NPS Analysis 249

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

Calabrio

MARCH 25, 2025

In today’s digital landscape, this involves gathering data from diverse sources like surveys, social media, online reviews and, crucially, contact center interactions. Conversation analytics solutions delve deeper into the content of these interactions, revealing customer sentiment and key topics of discussion.

Software 130

Software Customer Journeys Tools Contact Center 130

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. There are several ways to obtain data and understand customers. Sales and delivery teams provide invaluable data through regular customer interactions.

Strategy 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

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. For example, they might not have easy access to customer data, making it difficult to resolve issues quickly.

Call Center 195

Call Center Metrics Self Service Effort Score 195

InMoment XI

NOVEMBER 15, 2023

Customer experience analytics is the practice that empowers businesses to do just that. This method harnesses the power of data and insights to gain a deeper understanding of customers, their preferences, and their interactions with a company. What is Customer Experience Analytics?

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

ECXO

NOVEMBER 19, 2024

Embrace the Force of Personalization: Data-Driven Customer Engagement The Force is a mystical energy field that connects everything in the Star Wars universe. Just as Jedi personalize their approach to each situation, companies can harness the “Force” of data to create tailored customer experiences.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

ECXO

JULY 26, 2023

Unleashing the Power of Real-Time Data: Enhancing Customer Understanding Article source: [link] In a recent article we talked about the widening gap in Europe in customer experience maturity. Our focus in this article is on leveraging real-time customer data to provide richer, meaningful end-to-end customer experiences at every touchpoint.

Data 296

Data Analytics Touchpoint Customer Service Representative 296

ECXO

JULY 29, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. Sales and Delivery Teams : Providing invaluable data through regular customer interactions. Companies like Barclays in Europe and Honda in APAC excel in this area.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

NOVEMBER 13, 2024

A data scientist can achieve this by building a machine learning prediction model trained on a dataset. InMoment’s data analysis capabilities give you the power to automatically sort through your customer feedback data and detect sentiments such as intent to churn. To predict customer churn, you need to know how to model it.

Customer Retention 195

Customer Retention How To Analysis ROI 195

InMoment XI

OCTOBER 23, 2024

Providing services like fraud detection, secure transaction platforms, and encryption will enable you to secure your customers’ data and transactions. AI-powered feedback analysis can also help your bank capture meaningful insights from customer data to improve CX strategy. Offer industry-specific solutions and insights.

Banking 195

Banking Customer Experience Effort Score Financial 195

eglobalis

JULY 2, 2024

The main point here is that we are talking about NPS, but no individual metric can supply all needed information; therefore, I called this article “360 Degree Revolution” since all metrics plus data supply your organization with a much better reality check than anything else. Should you kill NPS?

NPS 450

NPS Feedback Net Promoter Score B2C 450

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. Supercharge Post-Service Customer Interactions 85% of your data is unstructured. InMoment Helps You Unlock More Insight from Your Data Starting Right Now.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

eglobalis

JULY 31, 2024

Marketing technology (MarTech) is pivotal in enhancing CX by integrating data, automating processes, and enabling personalized interactions sometimes in real-time. This data aggregation enables businesses to deliver highly targeted and relevant marketing messages.

Customer Experience 425

Customer Experience Social Media Analytics Chatbots 425

InMoment XI

NOVEMBER 22, 2024

Net Promoter Score Churn Rate Customer Lifetime Value Retention Rate Customer Satisfaction Score Free-to-Paid Conversion Rate Customer Effort Score Activation Rate Lead Conversion Rate Customer feedback metrics provide data-driven insight into user activity and engagement. It’s easy to track, analyze, and visualize.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

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.

Call Center 130

Call Center Self Service Chatbots CRM 130

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

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

Calabrio

DECEMBER 8, 2020

Originally deployed primarily by larger or more sophisticated contact centers, analytics quickly emerged as a “must-have” application for modern customer service teams. Yet confusion still surrounds the optimal functionalities these analytics must have. The result is “data disparity.”. Look at the term “real-time feed.”

Data 264

Data Contact Center Multi-Channel System 264

InMoment XI

MARCH 23, 2025

It pulls data from touchpoints like social media, chatbots, emails, customer feedback, customer relationship management (CRM) tools, and interactions with customer support, marketing, and sales teams, providing insights into customer intent, sentiment, pain points, and patterns. So don’t just pick the first tool you come across.

Data 195

Data Touchpoint Effort Score Chatbots 195

InMoment XI

DECEMBER 22, 2022

What used to be limited to sending out surveys through direct feedback, the industry has evolved to include indirect and inferred customer data sources as well. Step #3: Understand Your Customer Data. 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.

Voice of Customer 418

Voice of Customer Examples Strategy Net Promoter Score 418

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. CES data is only valuable if you use it. Integration with CRM and Helpdesk Tools Your CES tool needs to cooperate, not isolate.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

Thematic

MARCH 30, 2025

Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. But how exactly do you turn that data into better decisions? How to Use Data-Driven Customer Insights for Smarter Decisions For smarter business decisions, you need more than just raw data—you need actionable insights.

Customer Insights 62

Customer Insights Data Analytics How To 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. It helps you collect feedback from every possible source so that you don’t miss out on valuable data. How Do You Measure Customer Loyalty Analytics?

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

Thematic

MARCH 20, 2025

But how do they make sense of all that data? 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. This is where AI-powered text analytics makes a difference.

Analytics 62

Analytics Customer Service Analysis e-support 62