ECXO

AUGUST 12, 2024

Created by DALL-E with all rights reserved to ECXO.org. This article explores the top MarTech solutions that are revolutionizing CX, the challenges the industry faces, and how these technologies are being leveraged across different global markets to drive B2B success. The ECXO is an open access CX Professional Business Network.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

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

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

Widely adopted across industries, NPS has faced increasing scrutiny for its limitations in offering a complete view of the customer experience. 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.

NPS 456

NPS Feedback Net Promoter Score B2C 456

InMoment XI

OCTOBER 17, 2024

InMoment’s award-winning custom text analytics platform can help quickly categorize and summarize open-text responses. That’s why InMoment offers pre-built surveys tailored to your industry, helping you save time and collect customer feedback immediately. How satisfied are you with the level of technical support provided by our team?

Feedback 195

Feedback Effort Score Survey Customers 195

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

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

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. Example: A software company wanting to overhaul their customer support process to improve resolution times can create a future state journey map to show what the ideal process would look like.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Calabrio

MARCH 25, 2025

Analytics Contact center trends in 2025: Six key takeaways from the State of the Contact Center report Share The contact center industry is at a crossroads. Meanwhile, 59% fail to provide ongoing coaching and support to help agents navigate AI-driven workflows. How successful have these efforts been?

Contact Center 130

Contact Center Self Service Report Trends 130

ECXO

FEBRUARY 3, 2025

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. When customers dont feel supported or valued, theyre unlikely to stick aroundeven if your product or service is excellent. Proactively ask for feedback on recent purchases or interactions.

Sales 259

Sales Customer Experience e-support Examples 259

InMoment XI

DECEMBER 22, 2022

In the customer experience industry, we call capturing customer feedback a “voice of customer” program, and at InMoment—we know that it’s not enough to capture feedback, you need to capture it, understand it, take action, and make sure customers know their feedback is being heard. Wrapping Up.

Voice of Customer 418

Voice of Customer Examples Strategy Net Promoter Score 418

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: Synchronize your customer support systems to provide unified responses across email, chat, and phone. Highlight pain points, friction areas, and moments of delight.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Thematic

OCTOBER 30, 2024

It doesn’t matter what industry you’re in – customer experience (CX) is a critical component of customer acquisition, retention, and loyalty. This article looks at real-world examples of how various industries can use VoC insights to improve customer experience and business performance.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Thematic

FEBRUARY 3, 2025

Hidden in this massive mountain of information are valuable insights that can alter how businesses, healthcare, and countless other industries operate. Through text analytics –transforming textual data into crystal-clear insights for smarter decisions. 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

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? The company was overwhelmed with customer feedback from multiple sources—support tickets, surveys, product reviews, and social media.

Customer Insights 62

Customer Insights Analytics Social Media Analysis 62

ECXO

AUGUST 12, 2024

Utilize Data Analytics: Track user interactions with data analytics to identify patterns that can inform design improvements. Integrated Support: Incorporating help resources directly into the product design ensures users can easily find assistance, reducing frustration and improving the overall experience. billion in 2020.

User Experience 395

User Experience Case Study Financial e-support 395

GetFeedback

AUGUST 14, 2019

To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018. It’s an interesting mix of industries at the top. Customers change: E xisting customers leave, and new ones come along. Go beyond basic analytics. It’s not a quick fix.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

CSM Magazine

NOVEMBER 26, 2024

The mortgage industry has come a long way from piles of paperwork and lengthy approval processes. Here’s how technology is revolutionizing customer service in the mortgage industry. Technology has stepped in to simplify this with secure document portals, e-signatures, and automated tracking systems.

Industry 52

Industry Technology Customer Service e-support 52

InMoment XI

MAY 31, 2022

In the post-acquisition phase, Customer Success and Support own certain customer touchpoints, and are likely already gathering feedback about them from customers. These touchpoints may include the end of the onboarding cycle in SaaS , order delivery in ecommerce, a customer support interaction. Here are some more examples by industry.

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

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. Based on historical data, AI forecasts future customer trends and demand.

Contact Center 100

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

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

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

InMoment XI

OCTOBER 19, 2023

In a world where customer service and support are crucial to business success, the importance of an efficient and effective contact center cannot be overstated. The primary goal of a contact center is to ensure that customers receive timely and effective support.

Contact Center 273

Contact Center Customer Service Omni-Channel Call Center Solutions 273

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

GetFeedback

JANUARY 19, 2020

Post-Purchase: How will the customer get access to the solution/service, learn how to use it, and get support? Here’s some general advice from the e-book How to Use Customer Loyalty Metrics: NPS, CES & CSAT : . Why not use the same technique to ask for web experience feedback with a reward of a research report or e-book?

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

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

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

Lumoa

FEBRUARY 20, 2018

Although customer experience management is a complex process, that differs in every company and industry, it can be adjusted to the same plan. Leaders in variety of business industries use NPS , which makes NPS a great benchmarking tool. Customer-centric culture should developed and supported. “

Customer Experience 353

Customer Experience How To NPS Touchpoint 353

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

JANUARY 16, 2024

AI Use Cases in Contact Center & Examples Contact center AI is actively transforming customer service across various industries. E-commerce Chatbots for Customer Support: E-commerce platforms often use AI-driven chatbots to provide instant assistance to customers.

Contact Center 195

Contact Center Virtual Agent e-support Telecommunications 195

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. He also sits on the board of Directors for CSPN.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

InMoment XI

JULY 25, 2024

Contact Center Experience Best Practices The metrics you track to measure your contact center experience will vary depending on your industry. So, to retain agents, work hard to foster a positive work environment for employees with adequate support, recognition, and career development opportunities.

Contact Center 195

Contact Center Contact Center Software Self Service Analytics 195

CSM Magazine

NOVEMBER 27, 2024

And for online platforms – from e-commerce and social media consulting to online gambling and streaming – exceptional customer service is arguably even more important not only for attracting but also for retaining customers who, with one click, could switch to a competitor. How do you apply these insights to your own platform?

Self Service 52

Self Service Customer Service e-support How To 52

AWS Machine Learning

NOVEMBER 3, 2022

In Part 1 of this series, we discussed intelligent document processing (IDP), and how IDP can accelerate claims processing use cases in the insurance industry. We discussed how we can use AWS AI services to accurately categorize claims documents along with supporting documents. Amazon Redshift is another service in the Analytics stack.

Insurance 85

Insurance Analytics Industry e-support 85

InMoment XI

AUGUST 14, 2024

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. Predictive Analytics : Employing predictive models to identify potential future trends and outcomes based on historical data.

Feedback 195

Feedback Customer Experience Social Media Hotels 195