ECXO

MARCH 6, 2025

When sales, service, and marketing all have access to the same holistic customer data, it becomes easier to personalize interactions and anticipate needs. B2B organizations are increasingly investing in CX technologies such as experience management software, analytics tools, and AI-driven solutions.

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? Of the 81% of organizations automating workflow processes, 98% report that reducing errors is a major or minor benefit of customer experience automation.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

Thematic

APRIL 3, 2025

By 2027, 87% of CX leaders plan to use AI-driven text analytics to power their customer interactions. Because customers are tired of slow responses, generic replies, and unresolved issues. Text analytics —especially when powered by AI—is changing that. And the momentum behind it is real. Let’s start.

Analytics 62

Analytics Trends Marketing Social Media 62

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

MARCH 25, 2024

Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. What is Predictive Analytics? Improve customer lifetime value.

Analytics 195

Analytics Examples Customer Experience Effort Score 195

InMoment XI

NOVEMBER 13, 2024

This will help you better understand and serve customers. Lowering the churn rate contributes to a stronger, more loyal customer base. With insights into customer behavior, you can act faster and smarter than competitors. Identifying at-risk customers early enables businesses to re-engage them with tailored incentives.

Customer Retention 195

Customer Retention How To Analysis ROI 195

Happy or Not

DECEMBER 9, 2024

At HappyOrNot, we understand that the key to boosting customer retention is effectively using feedback analytics. Feedback insights help craft a customer retention strategy that keeps loyal customers happy as well as attracts new ones. Feedback analysis provides insights into what customers want and how to deliver it.

Customer Retention 36

Customer Retention Analytics Feedback Analysis 36

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. Small businesses must invest in good CRM systems to maintain strong client relationships.

CRM 95

CRM Customer relationships Social Media Sales 95

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. Are they in the same industry?

Data 195

Data Touchpoint Effort Score Chatbots 195

ECXO

APRIL 10, 2024

Similarly, in customer experience, a customer can behave both as an individual “particle” and as part of a collective “wave” As individual “particles”, customers have unique, personal experiences with a business. Data Analytics: Leverage data analytics to gain insights into customer emotions.

Connections 334

Connections Customer Experience Social Media Analysis 334

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Hand-picked related content: How to reduce churn using customer journey analytics ].

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

Kustomer

SEPTEMBER 6, 2022

In this post, we’ll be taking a look at an approach to customer relationship management (CRM) that places social media and the data it can create front and center of efforts to build and develop strong relationships with your customers. What Is Social Data? What Is Social CRM? Free to use image sourced from Pexels.

Customer Relationship Management 96

Customer Relationship Management Customer relationships Social Media CRM 96

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

InMoment XI

MAY 14, 2022

Creating a strong customer-brand identity that leads to fervent loyalty may seem like a tall order, only achievable by the most established brands. There are, however, steps organizations can take right now to begin building nearly unbreakable customer relationships.

Brands 370

Brands Retail Loyalty Competitive Advantage 370

InMoment XI

JUNE 28, 2022

The firm launched more transaction-based listening programs to gather real-time customer feedback and serve as the collective core of its updated CX program. This new program launched using greater mobile engagement, text analytics, and case management to close the loop. There’s More Where That Came From!

Financial 221

Financial Brands Customer Experience eBook 221

Experience Investigators by 360Connext

APRIL 23, 2024

CEM involves strategic planning and execution that help an organization track, oversee, and organize interaction between a customer and the organization throughout the customer lifecycle. (Is Is this the same as Customer Relationship Management, or CRM? Strategy First.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Very Best Service

DECEMBER 3, 2024

For instance, airlines like Delta use sentiment analysis to identify unhappy customers and proactively offer solutions. Predictive Analytics: By analysing customer data, businesses can predict future needs and behaviours.

Innovation 59

Innovation Customer Service Social Media Customer Service Representative 59

Totango

FEBRUARY 12, 2025

For enterprise organizations, managing customer relationships is far from simple. The scale of operations, diversity of customer needs, and complexity of organizational structures create unique challenges. Yet, one constant remains critical understanding customer health. Optimize outcomes for diverse customer bases.

Effort Score 62

Effort Score ROI Metrics Customer relationships 62

InMoment XI

SEPTEMBER 9, 2024

Essentially, a customer experience consultant dives deep into your customer interactions, analyzes data, and helps you craft strategies that not only meet but exceed customer expectations. It’s about making sure every interaction adds value and strengthens the customer relationship.

Consulting 195

Consulting Customer Journeys Customer Experience ROI 195

ijgolding

JULY 24, 2018

Anticipating which customer relationships are most at risk and would bene?t Even if you have advanced analytics in place to ensure great customer experience, you can likely double your improvement gains with modern machine learning methods. Customer What? t the most from an additional intervention.

Virtual Agent 144

Virtual Agent Analytics Chatbots Customer relationships 144

Lumoa

AUGUST 25, 2020

You can’t grow your business without expanding your customer base. However, should your marketing budget be more focused on customer acquisition or retention is a tough question and one that will eventually define your growth. According to experts, about 50% of your customers churn naturally every five years.

Strategy 195

Strategy Chatbots Self Service Customer Retention 195

InMoment XI

SEPTEMBER 17, 2024

As a matter of fact, 56% of customer service leaders said they plan to invest more into their customer journey, which would be a first-time investment for 45% of them. These investments highlight how crucial the customer journey is to a great customer experience and creating lifelong customer relationships.

Customer Journeys 195

Customer Journeys Net Promoter Score Self Service Touchpoint 195

Optimove

NOVEMBER 18, 2024

With a focus on long-term customer loyalty, Optimove’s AI-driven tools help marketers personalize at scale, measure customer lifetime value (CLV), and automate campaigns. This approach is especially relevant for brands aiming to foster lasting customer relationships through targeted, data-driven strategies.

Marketing 59

Marketing e-support CRM Loyalty 59

CSM Magazine

MARCH 27, 2025

Personalization and Customization Leverage Customer Data: Use analytics and customer history to make your messages tailored and contextually relevant. Segment Your Audience: Target groups of customers based on preferences, behaviors, or demographics for a more personalized approach.

Chatbots 52

Chatbots Guidelines Social Media Omni-Channel 52

Optimove

JANUARY 11, 2024

Renowned customer analytics expert and best-selling author of “Converted: The Data-Driven Way to Win Customers’ Hearts,” Neil Hoyne, will deliver the keynote address at Optimove Connect titled The Data-Driven Way to Win Customers’ Hearts. Pancras in London.

Conference 80

Conference Analytics Connections Tips 80

InMoment XI

NOVEMBER 15, 2022

A successful organization knows that a key element of success is a loyal foundation built within its customer base. On paper, it may seem simple, but in reality, many companies struggle with building a customer-centric foundation within loyal customer relationships.

Net Promoter Score 195

Net Promoter Score Effort Score How To Customer Satisfaction 195

Optimove

MARCH 11, 2025

Re-engage your churned customers with this guide Download Now Why it Matters: Much like Taylor Swifts ability to reinvent herself with each Era album cycle, staying ahead of customer trends requires anticipation, data, and a deep understanding of audience preferences. Learn more on personalization at scale.

Trends 52

Trends Social Media How To Analytics 52

Retently

MARCH 11, 2025

Testing a points-based loyalty program where customers earn discounts on future purchases. Why this matters : A well-designed loyalty program increases repeat purchases, reduces churn, and builds long-term customer relationships. Step 3: Building Long-Term CX Roadmaps CX isnt a one-time project, its an ongoing strategy.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. In the modern digital world, it’s by creating a seamless customer experience strategy. How exactly do you do this?

Customer Experience 195

Customer Experience Strategy Self Service Customer Journeys 195

ShepHyken

AUGUST 10, 2018

This week we feature an article by Jarrin Howard who writes about how predictive analytics can enhance customer relations. – Shep Hyken. These are common examples of sites using predictive analytics catering to individual customer preferences. Predictive analytics helps in all aspects of the customer journey.

Analytics 67

Analytics Social Media Travel Banking 67

Think Customers

DECEMBER 19, 2024

Brands are equipped with incredibly powerful analytics and insights theyve never had before, which brings exciting opportunities to revolutionize how they think about and deliver CX on a much broader scale. And AI can listen to 100% of customer interactions to help inform training and identify immediate coaching opportunities.

Trends 52

Trends Customer Experience Contact Center Self Service 52

InMoment XI

OCTOBER 4, 2024

Managing this experience through a customer-centric approach can help businesses strengthen their customer relationships for long-term success. What is Customer Experience Management? To grasp customer experience management, it’s essential to first understand customer experience itself.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Customer Bliss

DECEMBER 12, 2017

As the CMO/CCO, Isabella worked with the C-Suite to focus on gathering and leveraging customer data to transform the culture into one that cares more about improving the lives of its customers. With its large customer base, Manulife Hong Kong focused on putting the customer at the center of everything it does.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

GetFeedback

SEPTEMBER 2, 2019

Companies are now using machine learning technology to improve customer experience and traditional institutions usually resistant to change are coming under pressure from a customer base that wants more. 1: Human Experience is Greater Than Customer Experience. and in the process, being more customer-centric?is

Net Promoter Score 210

Net Promoter Score Self Service Financial Customer Centricity 210

InMoment XI

OCTOBER 31, 2023

Modern call centers not only handle inbound customer inquiries but also proactively reach out to customers through outbound communications. These centers are equipped with advanced technologies, including customer relationship management (CRM) software, predictive dialers, and analytics tools.

Call Center 195

Call Center Strategy Management First Call Resolution 195

Thematic

SEPTEMBER 24, 2024

That’s where Voice of Customer (VoC) Analytics steps in. Analyzing your customer feedback gives you actionable, targeted insights that help you fine-tune strategies, enhance customer experiences, and fuel real growth. What is Voice of Customer (VoC) Analytics?

Voice of Customer 62

Voice of Customer Analytics Tools Strategy 62

SurveySensum

OCTOBER 2, 2024

Customer Experience Management vs. Customer Relationship Management – What are the Key Differences? Good customer experience goes beyond a transaction — it’s about making your customers feel heard, valued, and understood. But as customer expectations evolve, so do the tools to manage them.

Customer Relationship Management 52

Customer Relationship Management Customer Experience Management Customer relationships Customer Journeys 52