eglobalis

MARCH 13, 2025

Complexity in customer journeys often leads B2B companies to score lower on CX than B2C, highlighting the effort needed to meet diverse needs. Siloed Data and Systems: Customer information in B2B is often fragmented across sales, marketing, account management, and support.

Leadership 232

Leadership B2B B2C Effort Score 232

Lumoa

JANUARY 23, 2018

Even if your customer service agent or customer insight analyst reads all the comments and even responds them, do you know what decisions you need to make in the leadership team? Instead it is the unstructured nature of the data which makes it challenging to tackle with any traditional means of analytics.

Analytics 285

Analytics NPS Financial Analysis 285

Thematic

MARCH 30, 2025

Those moments don’t happen by accident; they happen because businesses use customer insights to personalize customer interactions and optimize workflows. Let’s explore eight ways these insights can take customer service from reactive to proactive. High-performing teams are 1.8x

Customer Service 62

Customer Service Strategy Self Service Airlines 62

CloudCherry

FEBRUARY 26, 2019

Key Takeaways from Forrester Report on the State of Customer Analytics. The findings of the 2018 Forrester Report on the State of Customer Analytics are based on an online survey in which 144 North American analytics and measurement pros , from a broad set of industries, took part.

Analytics 256

Analytics Report Analysis Study 256

InMoment XI

NOVEMBER 21, 2024

For example, this analysis can reveal why a customer canceled their subscription to your service. Their feedback across various touchpoints on the customer journey will highlight how you can better retain similar customers. Here are a few reasons why it’s a powerful tool for brands: It helps improve customer satisfaction.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

Thematic

MARCH 30, 2025

Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business.

Customer Insights 62

Customer Insights Data Analytics How To 62

eglobalis

JULY 2, 2024

Furthermore, it investigates contemporary global trends in customer feedback strategies that advocate for a shift beyond simplistic metrics. By embracing a more nuanced approach, organizations can gain a comprehensive understanding of customer sentiment, facilitating more informed decision-making and enhancing overall customer satisfaction.

NPS 450

NPS Feedback Net Promoter Score B2C 450

InMoment XI

DECEMBER 10, 2024

It boosts Customer Lifetime Value (CLV) : Loyal customers spend more over time, creating a positive impact on your bottom line. This information guides product development to better fulfill customer needs and goals. Use surveys and social media monitoring to capture insights into customer experiences.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

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

Thematic

APRIL 1, 2025

Improving your customer experience starts with a strong customer insights strategy. In simple terms, this strategy is your game plan for collecting and leveraging customer insights to drive better decisions. By the end, you'll know how to turn raw data into actionable insight.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

Thematic

MARCH 20, 2025

This happens when businesses make decisions without considering customer insights. They need a structured way to understand their customers, anticipate needs, and improve the user experience, so they need a customer insights framework. What is a Customer Insights Framework?

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Strategy 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

Thematic

MARCH 2, 2025

This staggering statistic highlights why businesses must prioritize customer insights and invest in analysis tools to understand their audience better. So, what are customer insights? Customer insights are actionable understandings derived from customer data that help businesses improve their strategies.

Customer Insights 62

Customer Insights Analysis Social Media Analytics 62

eglobalis

JULY 31, 2024

These platforms provide deep insights into customer feedback and behaviour, enabling businesses to make data-driven decisions to improve CX. Analytics and Reporting Tools Solutions like Google Analytics, HubSpot, and (Salesforce)Tableau among others provide in-depth insights into marketing performance across various channels.

Customer Experience 425

Customer Experience Social Media Analytics Chatbots 425

InMoment XI

OCTOBER 23, 2024

Machine learning algorithms, for example, can learn from individual customer behaviors. 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. Start by capturing customer insights.

Banking 195

Banking Customer Experience Effort Score Financial 195

Lumoa

APRIL 1, 2020

When it comes to customer experience and your customer insight strategy , it’s no different. What are customer insights? By learning the ins and outs of your customers’ experiences, desires, and expectations of your product you can create a strategy to wow them. Why Build a Customer Insight Strategy?

Customer Insights 195

Customer Insights Strategy Customer Journeys How To 195

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

Calabrio

MARCH 25, 2025

Are you able to understand what your customers are telling you? Can you use these customer insights to improve their experiences and deliver what they really want? If not, thats where the latest AI-driven Voice of the Customer software and tools can help. It offers implicit insights into customer behavior and sentiment.

Software 130

Software Customer Journeys Tools Contact Center 130

Lumoa

MARCH 6, 2023

Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar. Final Thoughts Why is Customer Conversational Analytics Important?

Analytics 195

Analytics How To Analysis Feedback 195

ECXO

MARCH 6, 2025

B2B customer needs and market conditions change, so the CX program should be agile enough to adjust course. quarterly) can be used to review whats working, incorporate new customer insights, and reprioritize initiatives. Advanced analytics and machine learning are opening new possibilities in CX transformation.

B2B 339

B2B Customer Journeys How To Effort Score 339

ECXO

JULY 10, 2024

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. Companies like Rakuten and L’Oréal leverage AI-driven analytics to monitor sentiment across digital platforms, enabling proactive responses.

Metrics 374

Metrics Analysis Feedback NPS 374

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

Thematic

MARCH 18, 2025

." That’s exactly why customer insights platforms are essential. That way, you can easily understand what customers truly want. In this guide, you’ll get a peek into some of the best customer insights platforms and their features. What is a Customer Insights Platform?

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

Lumoa

APRIL 13, 2020

With the modern technologies available today, such as speech-to-text and artificial intelligence (AI) it’s possible to automatically generate insights from calls, Interactive Voice Response (IVR) surveys, and post-call surveys. As a consequence, many companies receive large volumes of customer data via phone calls.

Customer Insights 195

Customer Insights Feedback Social Media Survey 195

Thematic

FEBRUARY 12, 2025

With text analytics marketing, you can analyze feedback from sources such as social media and surveys to uncover valuable customer insights—helping you create campaigns that truly resonate. The good news is you don’t need a crystal ball—text analytics marketing can help. Want to know how it works?

Analytics 62

Analytics Marketing Social Media Net Promoter Score 62

ECXO

JULY 29, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

NOVEMBER 26, 2024

Improved Product Lines Customer experience journey mapping identifies where you may be failing in the customer experience and gives you room to improve. Problems identified through customer journey mapping could be a confusing website navigation bar or a checkout process with too many steps.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

ECXO

AUGUST 12, 2024

Customer Experience Management (CXM) Software: Tools like Qualtrics and Medallia offer deep insights into customer feedback and behavior, empowering businesses to make data-driven decisions to enhance CX. The ECXO is an open access CX Professional Business Network.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

InMoment XI

NOVEMBER 13, 2024

Acquiring new customers is more expensive than retaining current ones. Proactively monitoring customer health can help businesses cut churn by over 34% for at-risk clients. It informs effective marketing strategy. Churn prediction helps you tailor your marketing efforts to re-engage customers at risk of leaving.

Customer Retention 195

Customer Retention How To Analysis ROI 195

Thematic

FEBRUARY 23, 2025

Businesses need text analytics done right to extract valuable insights that they can use for effective decision-making. Setting Clear Objectives for Text Analytics Before diving into text analytics, it’s essential to define clear objectives. But that data means nothing if not properly analyzed.

Analytics 62

Analytics Social Media Analysis e-support 62

Thematic

JANUARY 16, 2025

If you just finished reading our “ How text analytics works ” article, then you know the basics, and are ready to find out the answer to the next big question: how exactly can text analytics help your business? Customer insights help you make smarter decisions to improve your products and services.

Analytics 62

Analytics Social Media Analysis Travel 62

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 118

Omni-Channel Financial Groups Analytics 118

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. Similarly, in the realm of customer experience, personalization is key. Clear and concise communication is critical.

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

Experience Matters

NOVEMBER 6, 2014

Allegiance has been one of the growing class of applications that I call Customer Insight and Action (CIA) Platforms. This graphic from our report, Text Analytics Reshapes VoCs , highlights some of the capabilities that future VoC programs will need: . These efforts aren’t easy.

CRM 300

CRM Government Analytics Feedback 300

Thematic

FEBRUARY 12, 2025

It’s a good thing there’s text analytics for social media. From improving customer engagement to mitigating PR crises, text analytics helps companies make data-driven decisions instantly. Let’s talk more about AI-powered text analytics and how you can use it on your social media.

Social Media 62

Social Media Analytics Analysis Trends 62

InMoment XI

JANUARY 27, 2025

Imagine a scenario in which a customer calls complaining about the size of a shirt purchased online because she is dissatisfied with the fit. Even if just 2% of interactions reveal an opportunity to cross-sell or up-sell, thats more than 100,000 opportunities to grow those customer relationships. And it doesnt stop there.

Call Center 195

Call Center Contact Center Effort Score Social Media 195