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

CRM, ERP, and marketing platforms) to create a 360-degree view of the customer. Example: A manufacturing company using Salesforce Einstein saw a 25% increase in customer engagement by delivering personalized product recommendations based on past purchases and browsing behaviour.

B2B 381

B2B Customer Journeys Customer Experience Chatbots 381

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. B2B Example: Adobes team brainstormed ways to enhance user engagement for their Creative Cloud.

B2B 285

B2B Company Customer Journeys Innovation 285

ECXO

MARCH 6, 2025

Companies that have embraced customer experience as a strategic priority have reaped rewards like stronger loyalty, more repeat business, and even higher employee engagement. 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

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

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

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. Engage Cross-Functional Teams : Involve leaders from various departments to ensure organization-wide support and integration of CX initiatives.

Leadership 232

Leadership B2B B2C Effort Score 232

InMoment XI

NOVEMBER 18, 2024

Types of Customer Behavior Data To fully understand customer behavior, you will need to gather different types of data that provide a comprehensive view of behavior, preferences, and engagement. Quantitative Data Analysis Quantitative analysis uses website and/or app analytics combined with CRM data to analyze numerical data.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

DECEMBER 18, 2024

Companies leveraging omnichannel engagement retain 89% of their customers. It ingests feedback from email, social media, and chat and integrates it with customer relationship management (CRM) data. Advanced auto dialers can even analyze customer behavior data to prioritize calls for better engagement.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

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. 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

Calabrio

MARCH 25, 2025

Today’s market leaders needand many are already relying onstrategies to engage more effectively with their audiences in a two-way dialogue. They encompass a range of functionalities, including interaction analytics , which analyzes conversations across various channels (phone, chat, email) to identify trends and patterns.

Software 130

Software Customer Journeys Tools Contact Center 130

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 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

eglobalis

JULY 31, 2024

These platforms use sophisticated algorithms to determine the optimal time to engage with customers, providing personalized content based on individual behavior and preferences. By delivering customized content experiences, businesses can enhance engagement, drive more meaningful interactions, and increase customer satisfaction.

Customer Experience 425

Customer Experience Social Media Analytics Chatbots 425

InMoment XI

NOVEMBER 13, 2024

Churn prediction helps you tailor your marketing efforts to re-engage customers at risk of leaving. With effective customer experience management , you can re-engage customers who might otherwise be lost to your competition. This can include CRM data, social media, call center logs, service requests, and chat messages.

Customer Retention 195

Customer Retention How To Analysis ROI 195

ECXO

JUNE 7, 2023

We are thrilled to announce and extend our invitation to you for an exciting and informative discussion: “Creating Engaging Experiences in Real-time,” presented by the ECXO in collaboration with SAS. Finding the perfect balance between leveraging analytics, automation, and maintaining a human touch.

Customer Experience 240

Customer Experience Engagement Chief Customer Officer CRM 240

Calabrio

MARCH 26, 2025

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

Call Center 130

Call Center Self Service Chatbots CRM 130

ECXO

JULY 29, 2024

A truly effective CX strategy goes beyond basic customer interactions, integrating every aspect of the organization to provide seamless and high-quality customer engagement. Data Analytics : Processing vast amounts of information to uncover patterns and actionable insights. CDPs enable real-time analysis and segmentation.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

OCTOBER 23, 2024

With the help of an easy-to-understand digital interface, you can simplify user navigation and encourage higher levels of engagement with your service. Regular communication helps build trust and keeps customers engaged with your services. Leverage and emphasize community engagement. Proactively communicate with customers.

Banking 195

Banking Customer Experience Effort Score Financial 195

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 also shows how well your trial plan acquires new customers.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

InMoment XI

OCTOBER 29, 2024

Positive experiences compel customers to engage with you again. They also require less marketing effort to keep them engaged compared to new customers. 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.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 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

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

ECXO

AUGUST 19, 2024

Advanced analytics tools can interpret this data, ensuring decisions are evidence-based. Real-time analytics and customer feedback are integral to Samsung’s approach, allowing the company to identify pain points and make necessary adjustments. The ECXO is an open access CX Professional Business Network.

Customer Journeys 369

Customer Journeys Customer Experience Net Promoter Score Effort Score 369

InMoment XI

SEPTEMBER 28, 2021

Most businesses will point to their customer care training or customer relationship management (CRM) system and count on these tools to build loyalty. Fostering true loyalty and engagement with customers starts with the basics—and we’re laying those out for you in our top tips, listed below! All of these are good attempts.

Loyalty 389

Loyalty Tips Feedback Advertising 389

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

InMoment XI

AUGUST 8, 2023

Today, I’m going to share some tips for reviewing your survey program for better response rates, higher program engagement, and better representative results. In the following sections, I will delve into strategies that not only increase your response rate but also invigorate program engagement and yield more representative results.

Survey 435

Survey Net Promoter Score Customer Service Representative Tips 435

Optimove

MARCH 26, 2025

AI-powered analytics allow operators to detect early signs of problem gambling, helping operators identify possible at-risk players to receive the right interventions while keeping high-value and VIP players engaged responsibly. This results in a gaming ecosystem that balances engagement and momentum with responsible player care.

Analytics 52

Analytics Financial Policies eBook 52

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

eglobalis

SEPTEMBER 16, 2024

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. However, using CRM systems and customer analytics, businesses can track customer behavior and tailor interactions to their specific needs.

B2B 372

B2B Strategy Customer Experience Customer Journeys 372

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

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

Calabrio

MARCH 11, 2025

Automate performance evaluation: AI-driven QA scorecards and analytics streamline the evaluation process, freeing up managers to focus on coaching and development. Combine interaction data with CRM insights, customer surveys, and operational metrics to create a truly 360-degree view of the customer journey.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

Calabrio

MARCH 4, 2025

This data-driven intelligence supports ongoing optimization of the customer experience while helping to support and engage employees. They need to be empowered and engaged to deliver results. Chatbot analytics tools can improve bots ability to handle more queries, freeing up agents to focus on more complex issues.

Contact Center 130

Contact Center Omni-Channel Contact Center Software Software 130

ECXO

FEBRUARY 3, 2025

This kind of engagement shows that youre invested in their success, not just their money. Result: Customers are more likely to engage with personalized offers, leading to higher satisfaction and conversion rates. Actions You Can Take: Implement a robust CRM tool like Salesforce, HubSpot, or Zoho to centralize customer data.

Sales 259

Sales Customer Experience e-support Examples 259

ECXO

OCTOBER 30, 2024

However, in this article, we will focus on the intersection of The Matrix and customer experience (CX) revealing a wealth of valuable insights that can transform how businesses engage with their customers. Engaging with customers on a personal level fosters loyalty and trust.

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

Retently

NOVEMBER 27, 2024

Focus on building long-term relationships through customer loyalty programs, social media engagement, and influencer collaborations to keep customers coming back. Tracking Customer Behavior Platforms like Google Analytics, Hotjar, and Shopify’s built-in analytics can uncover behavioral patterns that aren’t immediately obvious.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

ECXO

DECEMBER 25, 2024

Why It Works: Customers are more likely to trust and engage with brands that offer consistent experiences wherever they interact. Innovate Based on CX Insights What to Do: Use customer feedback and data analytics to identify gaps and develop new products or services. in-store, online, mobile apps, and social media).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156