eglobalis

JANUARY 20, 2025

To achieve reliability, companies can invest in predictive analytics and supply chain visibility tools. The Role of Relationship Management Strong interpersonal relationships are a cornerstone of successful B2B partnerships. Microsofts Azure platform uses predictive analytics to identify risks and recommend mitigation strategies.

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. 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 381

B2B Customer Journeys Customer Experience Chatbots 381

ECXO

MARCH 6, 2025

We will also highlight how a CX transformation differs from a typical program management initiative, who drives these programs, and what lessons can be learned from B2B companies that have made this journey. Leadership Commitment and Vision Leading a customer experience transformation starts at the top.

B2B 339

B2B Customer Journeys How To Effort Score 339

eglobalis

JANUARY 7, 2025

By conducting in-depth interviews and shadowing IT managers, IBM identified specific challenges in cloud migration. Example: SAP identified a problem for its small and medium-sized enterprise (SME) clients: “How might we help SMEs improve cash flow management?”

B2B 285

B2B Company Customer Journeys Innovation 285

ECXO

NOVEMBER 26, 2024

Standardize Processes and Procedures, and Develop a Knowledge Management System Invest in robust, standardized processes that anyone on your team can follow. 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

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? This is useful for organizations managing an expanding customer base as their business grows.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

InMoment XI

DECEMBER 18, 2024

Contact centers play a significant role in customer experience management. It enhances the customer-centric approach without adding excessive strain on agents and managers. InMoments omnichannel contact center solution helps manage interactions beyond traditional phone calls. What Are the Benefits of Contact Center Automation?

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

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. CRMs are typically used by teams managing the current relationships of clients or accounts.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

eglobalis

MARCH 13, 2025

Siloed Data and Systems: Customer information in B2B is often fragmented across sales, marketing, account management, and support. Cultural and ROI Challenges: Shifting a traditionally product- or sales-centric B2B culture to a customer-centric one takes strong change management. Break transformation into manageable phases (e.g.,

Leadership 232

Leadership B2B B2C Effort Score 232

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

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

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

AI-powered workforce management, coaching assistants, and automated feedback are transforming the industryoffering personalized coaching, optimized scheduling, and smarter workload distribution. AI-driven workforce management solves this by predicting peak call times, optimizing staffing, and integrating performance-driven shift planning.

Call Center 130

Call Center Self Service Chatbots CRM 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

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. In fact, call center managers believe that improving agent satisfaction can boost customer satisfaction scores by 62%!

Call Center 195

Call Center Metrics Self Service Effort Score 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

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. Feedback and Complaint Management Tools : Essential for promptly addressing customer issues.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

OCTOBER 23, 2024

Without managing this customer experience properly, you risk losing clients, failing to acquire new ones, and creating a negative public image for your brand. The positive online reviews you receive as a result of your CX strategy will be beneficial to your financial services reputation management efforts.

Banking 195

Banking Customer Experience Effort Score Financial 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

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

NOVEMBER 22, 2024

This feedback supports brand reputation management efforts, attracting high-quality prospects. 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. It enhances brand reputation and lead generation.

Tools 195

Tools Feedback Effort Score Net Promoter Score 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

In SaaS, customer success often focuses on proactive engagement, usage analytics, and ensuring customers extract maximum value from their subscription-based services. They may also oversee the resolution of any defects or product quality issues and manage the logistics and delivery schedules. Manufacturing Companies a.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

Calabrio

MARCH 4, 2025

Workforce Management 2025 Guide to the Omnichannel Contact Center: How to Drive Success with the Right Software, Strategy, and Solutions Share Calling, email, texting, instant messaging, social mediathe communication channels available to us today can seem almost endless. They need to be empowered and engaged to deliver results.

Contact Center 130

Contact Center Omni-Channel Contact Center Software Software 130

ECXO

JULY 10, 2024

Sony and LG in South Korea exemplify the difficulties of applying NPS in contexts that require sustained service excellence and relationship management. 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

eglobalis

JULY 2, 2024

Sony and LG in South Korea illustrate the challenges of applying NPS effectively in environments where sustained service excellence and relationship management are paramount. 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

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? Transform the way you analyze conversations with automated quality management.

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

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

For example, Johan, the dairy farmer managing 500 cows, needs efficient solutions for his milking parlor. Lesson for Companies : Use data analytics to understand your customers’ preferences, behaviors, and past interactions. Understand their pain points, motivations, and challenges.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

InMoment XI

NOVEMBER 26, 2024

71% of organizations say customer journey mapping has successfully persuaded management to invest in CX efforts and fix existing customer problems. Focus: Real-time customer journey analytics to understand the emotions, pain points, and touchpoints customers are experiencing at every stage.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

NOVEMBER 13, 2024

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. These sources can include CRM systems, customer feedback questionnaires , and social media.

Customer Retention 195

Customer Retention How To Analysis ROI 195

InMoment XI

FEBRUARY 2, 2024

Social media can play a crucial role in your organization’s ability to manage and deliver more meaningful and integrated customer experiences. Hootsuite is one of today’s most widely used social media management platforms. It helps the world’s top brands and enterprise organizations manage their social media efforts in one place.

Social Media 221

Social Media Brands Management Analytics 221

InMoment XI

JULY 16, 2024

With this in mind, we want to make it clear that it isn’t just about monitoring and management of these feedback channels, but actively engaging with and learning from your customers. Their role in managing an online reputation cannot be overstated, as they directly influence brand perception, customer trust, and purchasing decisions.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

With this in mind, we want to make it clear that it isn’t just about monitoring and management of these feedback channels, but actively engaging with and learning from your customers. Their role in managing an online reputation cannot be overstated, as they directly influence brand perception, customer trust, and purchasing decisions.

Tips 195

Tips Management Social Media Hotels 195

Calabrio

MARCH 11, 2025

Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations. However, feedback shouldnt be a one-way street.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

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