InMoment XI

NOVEMBER 26, 2024

Example: A SaaS company creates a buyer’s journey map to understand how potential customers discover their product, research competitors, and make decisions. Focus: Real-time customer journey analytics to understand the emotions, pain points, and touchpoints customers are experiencing at every stage.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

NOVEMBER 7, 2024

You want to ensure that interactions, whether from emails, SMS messages, chatbots, live support, or any other channel, are connected and tested before the user encounters them. This reduces response times and allows support teams to focus on complex issues. Orchestration refers to creating a cohesive and smooth customer journey.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 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

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

ECXO

DECEMBER 4, 2024

In SaaS, customer success often focuses on proactive engagement, usage analytics, and ensuring customers extract maximum value from their subscription-based services. In contrast, customer success in manufacturing leans heavily on relationship-building, product reliability, and post-sales support. Manufacturing Companies a.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

ECXO

FEBRUARY 3, 2025

Example: A potential customer fills out a form on your website. Example: Imagine a customer buying a piece of software from your company. Two weeks later, a sales rep follows up, not with another sales pitch, but with a helpful guide or a quick check-in to see if they need support. How would you feel?

Sales 259

Sales Customer Experience e-support Examples 259

InMoment XI

JULY 11, 2024

Speech analytics is quickly becoming a foundational aspect of successful experience improvement programs. However, the rise of speech analytics has given businesses to understand their customers like never before. What is Speech Analytics? What is Contact Center Speech Analytics? How Does Speech Analytics Work?

Analytics 195

Analytics Contact Center e-support Healthcare 195

eglobalis

JULY 2, 2024

Despite its simplicity, more than 75% of organizations are projected to phase out NPS as a Measure of Success for Customer Service and Support by 2025, according to Gartner. Siemens and Unilever, like all the companies I know, use several metrics, data analytics, and KPIs to drive conclusions.

NPS 456

NPS Feedback Net Promoter Score B2C 456

ECXO

AUGUST 12, 2024

Created by DALL-E with all rights reserved to ECXO.org. Become a member now: [link] Key MarTech Solutions Enhancing CX Created by DALL-E with all rights reserved to ECXO.org. These platforms facilitate real-time sentiment analysis and predictive analytics, enabling proactive improvements in customer satisfaction.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

eglobalis

MARCH 4, 2025

Optimizing AI Agent Experiences: Leading Providers, Gaps, and Human Support Strategies Introduction Artificial intelligence agents are rapidly transforming customer service and enterprise operations. In practice, the most effective customer experiences blend cutting-edge AI with timely human support. For example, OneReach.ai

Self Service 199

Self Service Strategy Contact Center Virtual Agent 199

ECXO

DECEMBER 25, 2024

Map the Customer Journey What to Do: Identify every touchpoint a customer has with your business, from awareness to post-purchase support. Example Action: Use tools like customer journey mapping software or feedback surveys to visualize and refine key interactions. Highlight pain points, friction areas, and moments of delight.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Joe Rawlinson

JANUARY 24, 2025

Without a clear understanding of business analytics, entrepreneurs risk making decisions that may harm growth and profitability. Business analytics isnt just for large corporations. This article dives into the essential role of business analytics and how entrepreneurs can use it to achieve long-term success.

Analytics 78

Analytics Financial Return on Investment e-support 78

Thematic

APRIL 3, 2025

By 2027, 87% of CX leaders plan to use AI-driven text analytics to power their customer interactions. Text analytics —especially when powered by AI—is changing that. The text analytics market is expected to skyrocket from around $29 billion to over $78 billion in the next few years. Let’s start.

Analytics 62

Analytics Trends Marketing Social Media 62

InMoment XI

OCTOBER 17, 2024

InMoment’s award-winning custom text analytics platform can help quickly categorize and summarize open-text responses. Customer Feedback Questionnaire Examples In this section, we will look at examples of good questions to include in your customer feedback questionnaire to capture relevant and useful information.

Feedback 195

Feedback Effort Score Survey Customers 195

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 455

Strategy Customer Experience Net Promoter Score Customer Centricity 455

PeopleMetrics

JANUARY 23, 2025

AI-powered text analytics processes open-ended survey responses, social media comments, and support tickets to identify recurring themes and sentiments. Example: A retail chain sees declining CSAT scores for its online checkout process. Example: A telecom provider notices low CES scores in its contact center.

NPS 118

NPS Effort Score Metrics e-support 118

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

PeopleMetrics

JANUARY 21, 2025

The formula for NPS is simple: NPS = (% of Promoters) - (% of Detractors) For example, if 60% of your customers are promoters and 20% are detractors, your NPS is 40. Example: A SaaS company notices its NPS drop. Example: An e-commerce platform uses AI to analyze promoter behavior.

NPS 118

NPS Net Promoter Score e-support Loyalty 118

Thematic

OCTOBER 30, 2024

This article looks at real-world examples of how various industries can use VoC insights to improve customer experience and business performance. Customer service interactions : Your customer support team plays a vital role in collecting and analyzing customer calls, emails, and support chat feedback.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

PeopleMetrics

JANUARY 24, 2025

CS focuses on helping customers solve problems or answer questions, while CX encompasses every interaction a customer has with your companywhether its browsing your website, using your product, or contacting support. Example: A retail chain uses AI to analyze millions of interactions across its website, stores, and call center.

Customer Service 118

Customer Service Customer Journeys Touchpoint e-support 118

Steve DiGioia

MAY 17, 2021

E nd with a fond farewell and an invitation to return. E mpathy – Acknowledge the impact that the situation has on the customer. For example: “I apologize for this error.” E ye contact. E : Maintain good eye contact. A pproach customers with a personalized warm welcome. O pen posture.

Customer Service 341

Customer Service e-support Self Service Customers 341

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

Thematic

FEBRUARY 3, 2025

Through text analytics –transforming textual data into crystal-clear insights for smarter decisions. If you’re still wondering how text analytics can help businesses, here are 10 impactful text analytics applications today. That’s where text analytics tools come in.

Analytics 62

Analytics e-support Social Media Net Promoter Score 62

Calabrio

MARCH 31, 2025

Though its been around since the 1960s , generative AIs power first turned most heads outside the computer science lab when tools like MidJourney and Dall-E emerged with their ability to generate realistic imagery based on text inputs. Assistance Tools Support Agents in Real Time Equip your agents with a real-time co-pilot.

Contact Center 130

Contact Center Self Service Customer Service Virtual Agent 130

GetFeedback

JANUARY 19, 2020

For example, a few hours after checking into my hotel, I got an email with this message. The most common way to listen is with surveys like those in the foregoing example. Surveys are an example of solicited feedback. Post-Purchase: How will the customer get access to the solution/service, learn how to use it, and get support?

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

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? Take Atlassian , for example. That’s predictive analytics in action—and it’s not just for streaming.

Customer Insights 62

Customer Insights Analytics Social Media Analysis 62

Thematic

JANUARY 16, 2025

That’s where text analytics comes in. Let’s explore how text analytics works, why it’s a game-changer, and how you can use it to turn feedback into better decisions. Let’s dive in and discover the transformative power of text analytics for your business! What Is Text Analytics?

Analytics 62

Analytics Data Net Promoter Score Analysis 62

ECXO

AUGUST 12, 2024

An excellent example is the financial technology company Plaid, which simplifies the connection between consumers and financial services. Utilize Data Analytics: Track user interactions with data analytics to identify patterns that can inform design improvements. billion in 2020.

User Experience 395

User Experience Case Study Financial e-support 395

Thematic

JANUARY 21, 2025

They use text analytics ! So, what is text analytics? Whether identifying common complaints, spotting trends, or measuring customer sentiment, text analytics gives you the power to act on data. Text analytics powered by Natural Language Processing (NLP) and Artificial Intelligence (AI) is the answer. billion by 2030.

Analytics 62

Analytics Data Social Media Analysis 62

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. One of the top challenges in text analytics is dealing with unstructured text.

Analytics 62

Analytics Social Media Analysis e-support 62

SurveySensum

MARCH 5, 2025

Your agents handle thousands of conversations daily, so manually reviewing every call transcript is impossible – but AI-powered Call Center Text Analytics software makes it effortless. What is Call Center Text Analytics? Why is Call Center Text Analytics important? How Does Contact Center Text Analytics Software Work?

Call Center 52

Call Center Analytics Contact Center Analysis 52

InMoment XI

NOVEMBER 20, 2023

As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. 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

Calabrio

MARCH 5, 2025

It’s a pillar method of a customer-centric strategy, processing feedback across various channels, from online chat to support by phone. Let’s consider an e-commerce platform that aims to develop its customer experience through a detailed VoC program.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

InMoment XI

JANUARY 12, 2024

Analytics and Reporting: Conversation intelligence platforms can aid in contact center analytics and reporting features that summarize key metrics, trends, and insights derived from the analyzed conversations. Let’s look at a few industry-specific examples.

e-support 195

e-support Healthcare Multi-Channel Call Center 195

CSM Magazine

NOVEMBER 26, 2024

The concept of customer relations covers every interaction between a brand and its customers, spanning from initial interest to post-sale support. By enhancing customer service, chatbots provide service around the clock, allowing businesses to be available when needed and ensuring customers feel supported even outside standard hours.

Interaction 52

Interaction Engagement e-support Chatbots 52

ECXO

JULY 22, 2024

Key components include: Clear Communication: Benefits should be communicated clearly, supported by user-friendly interfaces and personalized experiences. Tailored Walkthroughs: Customized guides and welcome messages introduce key features and benefits, making users feel supported from the start.

B2B 207

B2B Customer Experience Self Service e-support 207

InMoment XI

AUGUST 14, 2024

Example of Using AI in Customer Feedback One example of using AI in customer feedback is sentiment analysis. By leveraging natural language processing (NLP), AI can analyze customer reviews, social media posts, and support tickets to determine the overall sentiment—positive, negative, or neutral.

Feedback 195

Feedback Customer Experience Social Media Hotels 195