Calabrio

FEBRUARY 28, 2025

Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. What is voice analytics? What is voice analytics? It delves deeper into the emotional and contextual layers of speech.

Contact Center 130

Contact Center Analytics Self Service Analysis 130

C3Centricity

APRIL 23, 2024

As we all know and, unfortunately, have probably also experienced, every dollar in our marketing expenditure must be justified, and we have to prove our marketing ROI or risk budget cuts! While B2B companies have a slightly lower ROI, they benefit from the long-term value of relationship building and lead nurturing through email.

ROI 296

ROI Marketing Social Media How To 296

InMoment XI

DECEMBER 17, 2024

Another important aspect of this role is that it determines the best way to collect, analyze, and act on the voice of customer data at key touchpoints across the customer journey. Supercharge Post-Service Customer Interactions 85% of your data is unstructured. Usually, its a bit of both. AI unlocks 100% of it. AI unlocks 100% of it.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

DECEMBER 13, 2022

My name is Ton Luijten, Customer Success Director + Data Science Lead in APAC—and in this post I’ll help you unlock a new take on ROI —through failure demand. When we manage client programs at InMoment, return on investment (ROI) is always top of mind. First Up, What Is Failure Demand?

ROI 370

ROI Call Center Return on Investment Measurement 370

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. Leverage churn prediction tools, feedback, and usage data to analyze key factors driving customers away. Leverage analytics to understand their pain points and goals.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 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

JULY 1, 2024

Organizations should take a closer look at predictive analytics 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?

Analytics 195

Analytics Data Effort Score Social Media 195

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! Calculate your business’ ROI using InMoment’s VoC tools. It helps you collect feedback from every possible source so that you don’t miss out on valuable data.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

InMoment XI

OCTOBER 31, 2024

To show you can further improve the performance of your contact center, fill out the calculator below to discover your business’s ROI using InMoment’s conversational intelligence tools: Calculate your business’s ROI using InMoment’s conversational intelligence tools.

Call Center 195

Call Center Metrics Self Service Effort Score 195

InMoment XI

NOVEMBER 13, 2024

A data scientist can achieve this by building a machine learning prediction model trained on a dataset. InMoment’s data analysis capabilities give you the power to automatically sort through your customer feedback data and detect sentiments such as intent to churn. To predict customer churn, you need to know how to model it.

Customer Retention 195

Customer Retention How To Analysis ROI 195

InMoment XI

JANUARY 22, 2025

Rich ROI-focused data insights, keyword tracking, and powerful connections to other InMoment tools round out this powerful platform that drives results. Robust ROI-centric analytics: Learn from your Google listings and Google Maps performance with metrics that stay focused on what matters most: ROI.

Software 195

Software Management Social Media Multi-Channel 195

InMoment XI

APRIL 3, 2025

The most successful CX transformations go beyond data integrationthey focus on culture, governance, and that company-wide commitment to CX excellence. Successful customer experience strategies integrate data from various business functions to create a more unified approach. Ensuring some consistency across these touchpoints is key.

Culture 195

Culture Social Media Loyalty Government 195

InMoment XI

DECEMBER 5, 2024

This report examines in great detail the reviews and ratings data of today’s top financial service brands. Beyond collecting feedback, you can use InMoment’s AI-enabled analytics to better understand member sentiment and behavior. InMoment Helps You Unlock More Insight from Your Data — Starting Right Now.

Management 195

Management Social Media Financial Banking 195

InMoment XI

OCTOBER 25, 2024

InMoment ) Therefore, the data suggests that online reviews are a huge factor in customers’ visiting or avoiding a restaurant. Curious about the ROI you could achieve with InMoment’s reputation management software? Try the ROI calculator below and see the impact for yourself!

Feedback 195

Feedback Management Social Media ROI 195

InMoment XI

NOVEMBER 15, 2023

Customer experience analytics is the practice that empowers businesses to do just that. This method harnesses the power of data and insights to gain a deeper understanding of customers, their preferences, and their interactions with a company. What is Customer Experience Analytics?

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

C3Centricity

MARCH 15, 2018

Did the title about data make you curious? Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not 10x the ROI of your data. The Current Situation with Data.

Data 312

Data Retail Analysis Analytics 312

eglobalis

OCTOBER 9, 2024

Gauge the ROI of the Feature Next, determine the potential return on investment (ROI) for the requested feature. If the ROI doesn’t justify the time, cost, and resources required to develop the feature, it might be better to focus on other initiatives. Would a workaround or alternative solution better suit the customer?

Feedback 516

Feedback ROI Innovation B2B 516

InMoment XI

AUGUST 19, 2024

What is the ROI of Customer Experience? Customer Experience ROI is a critical metric that measures the financial impact of enhancing customer experiences. Why is CX ROI Difficult to Prove? Data and Measurement Challenges: Accurately measuring the ROI of CX requires comprehensive data collection and advanced analytics.

ROI 195

ROI Customer Experience Net Promoter Score Effort Score 195

eglobalis

APRIL 6, 2025

This three-part analytical series aims to dissect and explain the most critical dimensions of value creation in technology, telecom, contact centers, and high-tech manufacturing. Use tools like ROI calculators and performance-based contracts to support the case. Bottom line: Value = more with less, supported by solid data.

Contact Center 275

Contact Center B2B Competitive Advantage Self Service 275

ECXO

MARCH 6, 2025

While customer delight is the ultimate goal, framing it in terms of ROI and competitive advantage speaks the language of executives and ensures CX strategy gets the necessary support. Leveraging Technology and Data for CX Smart use of technology and data is a powerful enabler of better B2B customer experiences.

B2B 339

B2B Customer Journeys How To Effort Score 339

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

Lumoa

JULY 10, 2018

Insightful analytics is possible with the modern technologies such as machine-learning-based text analytics. Most organizations, who receive large amounts of customer feedback data, can buy text analytics solutions which help in making sense of the data and transform the chaotic customer voice data into structured info.

ROI 284

ROI Customer Experience NPS Financial 284

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. There are several ways to obtain data and understand customers. Sales and delivery teams provide invaluable data through regular customer interactions.

Strategy 460

Strategy Customer Experience Net Promoter Score Customer Centricity 460

InMoment XI

DECEMBER 3, 2024

It provides a data-driven approach to identifying areas for improvement across the customer journey. Enlighten: Key skills include CX data collection, analysis, and visualization to ensure actionable insights across the organization. Build a basic VoC program to start surveying customers for data collection.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

Experience Investigators by 360Connext

APRIL 23, 2024

CRM is about managing the data and input from customers to help deliver on a Customer Experience Strategy. Often, CRM systems are the tools used to track important customer data and feedback metrics.) Key Metrics and Steps to Consider for Measuring ROI 1. (Is this the same as Customer Relationship Management, or CRM?

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

FEBRUARY 3, 2025

Its true that CI software drives positive results for call centers, reducing response times, improving outcomes, and producing data-driven insights for agent coaching. CI software collects and analyzes that conversation data using both natural language processing and machine learning algorithms. per click is a common range).

Social Media 195

Social Media Call Center Multi-Channel Advertising 195

ECXO

JULY 26, 2023

Unleashing the Power of Real-Time Data: Enhancing Customer Understanding Article source: [link] In a recent article we talked about the widening gap in Europe in customer experience maturity. Our focus in this article is on leveraging real-time customer data to provide richer, meaningful end-to-end customer experiences at every touchpoint.

Data 296

Data Analytics Touchpoint Customer Service Representative 296

ECXO

JUNE 13, 2023

Making the most of customer data by using analytics to better understand who your customers are (and what they want) can help you create better real-time customer experiences. Almost 75 percent have increased spending on real-time customer analytics. The answer is strong data management capabilities.

Marketing 401

Marketing Analytics Government Survey 401

eglobalis

JULY 2, 2024

The main point here is that we are talking about NPS, but no individual metric can supply all needed information; therefore, I called this article “360 Degree Revolution” since all metrics plus data supply your organization with a much better reality check than anything else. Should you kill NPS?

NPS 461

NPS Feedback Net Promoter Score B2C 461

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Insightful analytics is possible with modern technologies such as Lumoa that have machine-learning-based text analytics.

ROI 243

ROI Customer Experience NPS Financial 243

eglobalis

JULY 31, 2024

Marketing technology (MarTech) is pivotal in enhancing CX by integrating data, automating processes, and enabling personalized interactions sometimes in real-time. This data aggregation enables businesses to deliver highly targeted and relevant marketing messages.

Customer Experience 434

Customer Experience Social Media Analytics Chatbots 434

InMoment XI

NOVEMBER 7, 2024

Benefits of Customer Experience Automation The benefits of customer experience automation include: Enhanced efficiency Scalability Improved personalization Data-driven decision making Enhanced Efficiency Customer experience automation can reduce the workload on customer service teams by automating repetitive tasks.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

InMoment XI

AUGUST 3, 2022

Here are the 4 ways they refreshed a stale customer experience program: Going from Measuring to Improving Getting the Right Insights to the Right People Turning Intelligence into Action Proving ROI Using Purpose-Driven Results. But, priorities aren’t chosen solely from data. Strategy #4: Proving ROI Using Purpose-Driven Results.

Customer Experience 397

Customer Experience Guest Experience Return on Investment ROI 397

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

InMoment XI

OCTOBER 24, 2024

Customer engagement platforms consolidate customer data into one location and provide tools to engage customers consistently and personally, regardless of how they interact with your business. 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

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. Sales and Delivery Teams : Providing invaluable data through regular customer interactions. Companies like Barclays in Europe and Honda in APAC excel in this area.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380