ECXO

MARCH 6, 2025

Linking customer experience to business value is critical to secure buy-in and maintain momentum. One approach is identifying value pools or key leverage points where better experience will yield financial returns. B2B customer needs and market conditions change, so the CX program should be agile enough to adjust course.

B2B 314

B2B Customer Journeys How To Effort Score 314

eglobalis

DECEMBER 11, 2024

This ensures that customer insights are accurately captured and integrated into the CX strategy. Involving Customers in Experimentation Involving customers in the experimentation process is crucial for gaining authentic insights and fostering loyalty.

Customer Journeys 314

Customer Journeys Effort Score Omni-Channel Social Media 314

CloudCherry

JANUARY 22, 2018

The answer lies in predictive analytics ! Historically, analytics has been serving as a conduit between brands and customers. It helps brands get to know their customers, their shopping patterns, and much more. Analytics as a function has been evolving, just like the customer, over time.

Analytics 231

Analytics Study Financial Loyalty 231

InMoment XI

DECEMBER 10, 2024

A churn prediction tool like InMoment simplifies this process by leveraging analytics to highlight these at-risk profiles and segments. Use surveys and social media monitoring to capture insights into customer experiences. Leverage analytics to understand their pain points and goals.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

AWS Machine Learning

NOVEMBER 15, 2023

An established financial services firm with over 140 years in business, Principal is a global investment management leader and serves more than 62 million customers around the world. The CCI Post-Call Analytics (PCA) solution is part of CCI solutions suite and fit many of the identified requirements.

Omni-Channel 117

Omni-Channel Financial Groups Analytics 117

InMoment XI

NOVEMBER 15, 2023

With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. Customer experience analytics is the practice that empowers businesses to do just that. What is Customer Experience Analytics?

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

InMoment XI

OCTOBER 19, 2021

I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. In a nutshell, Lexalytics, and Tethr are data analytics platforms focusing on structured and unstructured customer data, as well as solicited and unsolicited feedback.

Analytics 221

Analytics Data Customer Experience Social Media 221

eglobalis

JUNE 27, 2024

Insights from these teams at companies like Salesforce, DHL, and Walmart highlight trends and areas for improvement. Data analytics is critical for processing vast amounts of information to uncover patterns and actionable insights. Create detailed journey maps that visualize every customer interaction.

Strategy 422

Strategy Customer Experience Net Promoter Score Customer Centricity 422

InMoment XI

OCTOBER 4, 2023

The idea behind integrated CX is to improve customer experience by combining large amounts of data with technology and services to create more complete customer insights and, as a result, more focused and measurable actions. CX programs centered solely on the ‘what’ will struggle to drive tangible financial value.

Customer Experience 418

Customer Experience Net Promoter Score How To Effort Score 418

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. How Net Promoter Companies Thrive in a Customer-Driven World. To get the full picture, you also need to understand actual customer behavior.

NPS 120

NPS Analytics Customer Insights Net Promoter Score 120

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. How Net Promoter Companies Thrive in a Customer-Driven World. To get the full picture, you also need to understand actual customer behavior.

NPS 120

NPS Analytics Customer Insights Net Promoter Score 120

ECXO

JULY 29, 2024

Insights from teams at firms like IBM, FedEx, and Target highlight trends and areas for improvement. Data Analytics : Processing vast amounts of information to uncover patterns and actionable insights. Real-Time Customer Data Platforms (CDPs) : Integrating data from various touchpoints to offer a unified view of the customer.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

OCTOBER 29, 2024

To see how you could maximize your business revenue and ROI with InMoment’s voice of the customer (VoC) tools, fill out the ROI calculator below! 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

NOVEMBER 13, 2024

For example, offering proactive customer support or loyalty rewards helps retain customers by showing them you care. It provides stronger customer insights. Patterns in churn data provide insight into customer satisfaction. It helps you understand different customer segments better.

Customer Retention 195

Customer Retention How To Analysis ROI 195

Talkdesk

DECEMBER 10, 2020

We talked to almost 900 consumers and hundreds of customer experience (CX) professionals to understand the changing landscape of CX in financial services and insurance. We’re calling it the CX revolution in financial services and insurance. . There are new ways to strategize deeper customer intelligence.

Insurance 135

Insurance Financial Trends Contact Center 135

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. Sharing the customer journey map in these groups will help you verify its accuracy and identify anything that needs to be fixed. References ​​Khoros.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Thematic

FEBRUARY 5, 2025

If you feel like you are drowning in a sea of customer feedback and struggling to pinpoint the real concerns, then you are experiencing text analytics challenges. You're sitting on a customer insight goldmine if only you dig deep enough. That’s why text analytics is important.

Analytics 62

Analytics Analysis Social Media Multi-Channel 62

Lumoa

JULY 10, 2018

Companies receive real time feedback in massive volumes, if they only start listening to their customers. Insightful analytics is possible with the modern technologies such as machine-learning-based text analytics. Let’s face it: customer experience improvements require money. Not always, but often.

ROI 284

ROI Customer Experience NPS Financial 284

InMoment XI

MARCH 20, 2024

In the midst of a financial industry crisis, Metro Bank emerged in 2010 with a bold vision—to create fans, not just customers. They envisioned a landscape where exceptional customer service, inviting environments, and a commitment to personal connections prevailed over the conventional transactional approach.

Customer Centricity 195

Customer Centricity Net Promoter Score Banking Effort Score 195

Lumoa

NOVEMBER 29, 2021

Companies receive real-time feedback in massive volumes if they only start listening to their customers. Insightful analytics is possible with modern technologies such as Lumoa that have machine-learning-based text analytics. Let’s face it: customer experience improvements require money. Not always, but often.

ROI 243

ROI Customer Experience NPS Financial 243

Lumoa

FEBRUARY 7, 2023

Shawbrook believes that customer experience is a key factor determining the success of financial institutions in today’s market, and for that reason, they want to ensure they can see in real-time what customers are saying and how that impacts their KPIs. “We That is really going to have an impact.”

Banking 195

Banking Feedback Management Culture 195

InMoment XI

MAY 30, 2024

One of this environment’s most challenging yet rewarding aspects is making sense of unstructured text data such as online reviews or customer emails. Given the unstructured nature of text, these tools process textual input to generate labels, tags, and insights. Most businesses achieve this by utilizing text analysis software.

Analysis 195

Analysis Software Self Service Social Media 195

InMoment XI

NOVEMBER 20, 2023

How AI can improve Customer Experience (CX) Artificial Intelligence for Customer Experience is the use of technology and machine learning to enhance customer experiences. With AI, brands spend less time analyzing text-heavy analytics and more time making smarter decisions to drive change.

Customer Experience 243

Customer Experience Strategy Chatbots e-support 243

GetFeedback

MAY 9, 2019

What this actually looks like will vary by company, but the goal of CXM is always to increase customer satisfaction, loyalty, and brand advocacy while cutting costs. What are the customer experience maturity levels? . At this level, you’re also working on developing a customer experience strategy.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Lumoa

JUNE 30, 2022

Each of these challenges makes it harder for you to prove the ROI of customer experience and to sell other leaders on the importance of investing in CX. Many customer experience and customer insights teams suffer from a lack of good data. How to sell customer experience across your organisation. Lack of good data.

Customer Experience 259

Customer Experience How To Metrics Feedback 259

Lumoa

AUGUST 23, 2021

Changes in behaviors As customer expectations continue to rise, CX leaders have needed to make integrated technologies a priority because seemingly the switch is here to stay for the long-term. These analytics are always going to be crucial starting points for any type of growth, pandemic or not.

Customer Experience 221

Customer Experience Social Media Video Customers 221

Alida

NOVEMBER 10, 2017

For 2018, experts believe smarter, cutting-edge technology will enable companies to provide better customer experiences and get more useful insight and data. Intelligent apps, analytics and things. Insight-driven businesses continue to gain ground. Forrester says 2018 is the year organizations obsess about the customer.

Trends 174

Trends Retail e-support Technology 174

Lumoa

MAY 21, 2018

Marketing Marketing, which often substitutes or fulfils the role of Customer Experience management, must tailor the customer communications to align with customer segments. In many organizations, marketing has an overall responsibility for the customer experience improvement initiatives and customer insights.

Customer Experience 305

Customer Experience Customer Centricity Net Promoter Score Feedback 305

Thematic

OCTOBER 30, 2024

Customer service interactions : Your customer support team plays a vital role in collecting and analyzing customer calls, emails, and support chat feedback. 2: Text analytics The core feature of any user research tool , including voice of the customer, is text analysis.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Bizagi

FEBRUARY 10, 2020

It is widely acknowledged that customer experience has become the key to success in financial services. 85% of financial services professionals believe that responding to customer expectations faster is an urgent need for the business. . You have to focus on the customer to provide the best experience.

Financial 58

Financial Customer Experience Banking Net Promoter Score 58

CSM Magazine

NOVEMBER 30, 2016

Customer insight, data & analytics have become an integral part of customer experience. Topics covered within the report include: Trends and challenges within customer insight, data & analytics. The changing customer insight landscape. From big data to predictive analytics.

Customer Insights 40

Customer Insights Analytics Data Case Study 40

Beyond Philosophy

MAY 7, 2022

Verint helps the world’s most iconic brands build enduring customer relationships by connecting work data and experiences across the enterprise. Shaw is Founder and CEO of Beyond Philosophy LLC , which helps organizations unlock growth by discovering customers’ hidden, unmet needs that drive value ($). How can we help?

Customer Insights 78

Customer Insights Voice of Customer Insurance Contact Center 78

InMoment XI

SEPTEMBER 25, 2024

.” — Shahar Fogel Vice President of Product Social Media Monitoring evolve24 is a data analytics firm that combines myriad data sources to help companies develop strategic direction. Financial services providers doing business in Australia use SoA templates and frequent spot-checks.

Data 195

Data Social Media Net Promoter Score Analysis 195

C3Centricity

APRIL 2, 2018

Insights 2020 by Kantar-Vermeer spoke about the need for researchers to have five critical capabilities : Research & analytics mastery. A more recent study by BCG and GRBN resulted in an Invest in Insights Handbook to help organisations report on the ROI of the insights function. Business acumen. Storytelling.

Handbook 275

Handbook Marketing ROI Social Media 275

Bizagi

SEPTEMBER 3, 2018

Did you know that 61% of financial services firms feel that they neglect the implications of systems change when trying to build engaging customer experiences? Yet good customer service is the most highly valued attribute at banks according to a survey by Forrester Research of more than 110,000 consumers.

Financial 53

Financial Customer Experience Banking Multi-Channel 53

Think Customers

OCTOBER 28, 2020

For financial institutions, what was a slow shift toward mobile banking, contactless transactions, and digital insurance sped up when COVID-19 reinforced the need for fast, secure, and remote access to funds and financial information. reaching a live agent, making a deposit) and eliminate as many as possible.

Financial 52

Financial Insurance Banking Customer Journeys 52

Thematic

SEPTEMBER 24, 2024

Each interaction with your brand leaves behind valuable insights. 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.

Voice of Customer 62

Voice of Customer Analytics Tools Strategy 62