InMoment XI

NOVEMBER 18, 2024

Did you know that social media is the number one discovery channel for products? Engagement Data Email open rate Social media interactions Website visits In-app usage Engagement data helps you understand the depth of customer interactions with your organization.

Analysis 195

Analysis Customer Journeys Social Media Analytics 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. What is Hootsuite? What is Hootsuite?

Social Media 221

Social Media Brands Management Analytics 221

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. With the award-winning InMoment AI, you can then capture analytical insights from the feedback. This can happen through social media, forums, or events.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

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

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

InMoment XI

DECEMBER 18, 2024

It ingests feedback from email, social media, and chat and integrates it with customer relationship management (CRM) data. Key features to look for include: Text and Speech Analytics Understanding customer sentiment is essential, but doing so manually is time-consuming.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 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. Leverage the power of social listening There is only so much customer data you can collect through surveys.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

eglobalis

JULY 31, 2024

Eleven Key Technologies Enhancing Customer Experience Marketing Automation Platforms Marketing automation tools like Marketo and HubSpot streamline repetitive marketing tasks such as email campaigns, social media posting, and lead nurturing. Continuous Personalization Customers expect personalized interactions at every touchpoint.

Customer Experience 425

Customer Experience Social Media Analytics Chatbots 425

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

BirdEye

DECEMBER 28, 2024

Social media management has become increasingly challenging with evolving algorithms, shifting audience behavior, and ever-changing best practices. However, these challenges only compound for enterprises looking to expand their digital footprint across social media platforms. Lets explore these benefits in detail.

Social Media 52

Social Media Software Management Multi-Channel 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. 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

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

InMoment XI

DECEMBER 22, 2022

This can include listening posts like customer support interactions, emails, live chats, direct surveys, online product reviews, social media comments, and more! 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

NOVEMBER 27, 2024

Leveraging Social Media and Influencer Marketing 8. Use multiple platforms – social media, email, PPC, and more – to create a seamless experience for shoppers, meeting them where they are. For instance, if your social media ads perform better than email campaigns, double down on social.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

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?

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

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 23, 2024

Offer 24/7 customer service across multiple channels, including mobile apps, social media, chatbots, and live chat. 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.

Banking 195

Banking Customer Experience Effort Score Financial 195

ECXO

DECEMBER 25, 2024

Actively Collect and Leverage Customer Feedback What to Do: Use surveys, social media listening, customer reviews, and even interviews to gather insights. in-store, online, mobile apps, and social media). Example Action: Use analytics tools to link CSAT improvements to revenue growth, demonstrating CXs ROI.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

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.

NPS 450

NPS Feedback Net Promoter Score B2C 450

Thematic

MARCH 20, 2025

Customer feedback used to be a puzzle—scattered across surveys, support tickets, and social media. 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.

Customer Insights 62

Customer Insights Analytics Social Media Analysis 62

ECXO

OCTOBER 30, 2024

Implementing data analytics and customer relationship management (CRM) tools can help businesses tailor their offerings and communication effectively. This could be achieved through platforms that encourage user-generated content, forums for discussion, or social media engagement.

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

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. These could include the website, customer support portal, social media, and more. It is useful for diagnosing current inefficiencies and identifying areas for improvement.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 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

Calabrio

MARCH 4, 2025

This way, whether a customer starts on chat, continues via email, and finishes on social media, the agent sees the entire interaction history. 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.

Contact Center 130

Contact Center Omni-Channel Contact Center Software Software 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. Your CES tool needs to keep up.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

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

GetFeedback

APRIL 17, 2019

And when you get your bearings with that, you can enhance your company’s presence on social media with tools like Hootsuite or Sprout Social. To do that, you’ll need a properly configured or even customized tool with really strong analytical capabilities. However, adding new channels is not enough.

Self Service 255

Self Service Customer Service Multi-Channel CRM 255

ECXO

FEBRUARY 3, 2025

Thanks to social media and review platforms, unhappy customers now have megaphones to share their dissatisfaction. Actions You Can Take: Implement a robust CRM tool like Salesforce, HubSpot, or Zoho to centralize customer data. Use the right tools: Invest in CRMs, automation platforms, and analytics to streamline your process.

Sales 247

Sales Customer Experience e-support Examples 247

Calabrio

MARCH 11, 2025

Call center QA, or contact center QA, is a strategic, data-driven process that evaluates every facet and channel of customer interactionsfrom voice calls and live chats to emails and social media engagementsagainst established performance benchmarks. However, feedback shouldnt be a one-way street.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

InMoment XI

JULY 16, 2024

The Role of Social Media and Reviews in Online Reputation Management For years now, social media and online reviews have emerged as pivotal elements in shaping consumer behavior and business outcomes. Moreover, the unstructured data generated from social media and reviews can be a goldmine for businesses.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

The Role of Social Media and Reviews in Online Reputation Management For years now, social media and online reviews have emerged as pivotal elements in shaping consumer behavior and business outcomes. Moreover, the unstructured data generated from social media and reviews can be a goldmine for businesses.

Tips 195

Tips Management Social Media Hotels 195

Comm100

APRIL 2, 2024

This means making feedback opportunities easily accessible across various platforms, including social media, email, and direct surveys. This analytical approach allows businesses to make informed decisions about where changes will have the most impact on customer satisfaction.

Strategy 264

Strategy How To Wait Times Customer Satisfaction 264

Comm100

OCTOBER 17, 2023

Analytics and Reporting : Gather data on customer interactions, identify trends, and make improvements based on insights. Key Features : Ticketing, SLA management, automation workflows, omnichannel support (email, chat, phone, social media), knowledge base.

Software 239

Software Chatbots Customer Service Knowledge Base 239

BirdEye

FEBRUARY 21, 2023

Social media has completely changed the way we communicate and connect with one another over the past two decades. Social media is also a powerful marketing tool used by businesses of all sizes. We’ll start by discussing some of the key concepts and benefits of using social media. 84% of U.S.

Social Media 98

Social Media Management Multi-Channel Analytics 98

Comm100

DECEMBER 10, 2024

You can gather and utilize advanced data analytics to gather comprehensive information on player behaviors, preferences, and gaming patterns. They connected Comm100 Live Chat to their CRM, enabling their agents to get detailed information about each player, including their spending patterns, before engaging them.

Strategy 130

Strategy Multi-Channel Loyalty Social Media 130

Calabrio

MARCH 5, 2025

Analytics What is First Call Resolution? Implement a CRM that integrates with your contact center, providing agents with complete customer history. Utilize analytics tools for real-time dashboards and call recording for detailed interaction analysis. Analyze feedback from surveys and social media to identify recurring problems.

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100