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

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

ECXO

FEBRUARY 3, 2025

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. Result: The customer feels supported and avoids frustration, strengthening their relationship with the company.

Sales 259

Sales Customer Experience e-support Examples 259

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

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 IKEA, Samsung, Software AG, and Toyota exemplify this principle.

Strategy 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

Calabrio

MARCH 31, 2025

With AI already table stakes for contact centers and their software vendors alike, its worth slowing down to better understand exactly whats fueling the intense focus on GenAI in customer service. 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

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

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

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

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

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? But, How Does NLP Work for Text Analytics?

Call Center 52

Call Center Analytics Contact Center Analysis 52

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

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. What are Contact Center Solutions?

Contact Center 273

Contact Center Customer Service Omni-Channel Call Center Solutions 273

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

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 software company uses AI to monitor customer behavior.

Customer Service 118

Customer Service Customer Journeys Touchpoint e-support 118

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

CSM Magazine

FEBRUARY 19, 2025

Your customers arent restricted by borders, and your customer support shouldnt be either. The answer lies in multilingual customer service software. Whether youre a retail business, SaaS provider, or e-commerce company, selecting the right tools is critical to providing a seamless multilingual support experience for your customers.

Software 52

Software Customer Service Connections 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.

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

InMoment XI

JANUARY 12, 2024

It involves leveraging software such as natural language processing (NLP), machine learning, and artificial intelligence to gain insights from spoken or written conversations. What’s the Difference Between Conversation Intelligence vs Call Tracking Software? How Does Conversation Intelligence Work?

e-support 195

e-support Healthcare Multi-Channel Call Center 195

InMoment XI

JULY 25, 2024

So, to retain agents, work hard to foster a positive work environment for employees with adequate support, recognition, and career development opportunities. Ensure your contact center is equipped with the latest technology, including cloud-based contact center software, CRM systems, and AI-powered tools such as predictive customer analytics.

Contact Center 195

Contact Center Contact Center Software Self Service Analytics 195

Thematic

MARCH 30, 2025

That means gathering customer data from a range of sources—surveys, CRM systems, support tickets, social media, product usage, and more. Instead, you need unified data analytics to connect every touchpoint and every voice. Forecast demand trends to optimize staffing, inventory, or support capacity.

Customer Insights 62

Customer Insights Data Analytics How To 62

InMoment XI

JANUARY 16, 2024

E-commerce Chatbots for Customer Support: E-commerce platforms often use AI-driven chatbots to provide instant assistance to customers. These systems understand natural language and can guide customers through troubleshooting processes or direct them to the appropriate department for support.

Contact Center 195

Contact Center Virtual Agent e-support Telecommunications 195

ECXO

JULY 22, 2024

Unlocking B2B Success: The Essential Role of Onboarding, Design, and Customer Experience In the competitive world of B2B software and services, the trifecta of effective onboarding, innovative design, and exceptional customer experience is pivotal for driving adoption and fostering long-term customer relationships.

B2B 207

B2B Customer Experience Self Service e-support 207

ProProfs Chat

MARCH 18, 2019

So, you try to get in touch with a support operator. Customer support is one of the most important aspects of any brand , especially if you run a sales-based business like eCommerce. But, most of them still follow the traditional, on-call approach to customer support. Report and Analytics. Quick Navigation. Chat Greeting.

Ecommerce 87

Ecommerce Software e-support Wait Times 87

ProProfs Chat

SEPTEMBER 13, 2017

What is the major cause of losing customers in an e-commerce environment? Business analytics and data mining reports show too many customers signing out of memberships or walking out of websites, leaving behind full shopping carts. The salesman offers an extended warranty to support any technical issues and replacements.

Software 104

Software e-support Call Center Comparison 104

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

CSM Magazine

DECEMBER 17, 2024

CRMs, e-commerce platforms), transforming it into meaningful formats, and loading it into a data warehouse for analysis. Reverse ETL flips this process by taking data from your warehouse and syncing it back into operational toolslike sales platforms, customer support software, or marketing tools. The result?

Data 52

Data e-support Customer Experience Apparel 52

Thematic

FEBRUARY 24, 2025

Align teams and predictive analytics to anticipate needs. AI-driven analytics uncover hidden trends and predict customer needs. Live chat and support interactions – Collect real-time feedback from customer service exchanges. Customer service interactions – Including live chat, phone calls, and email support.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Kustomer

JUNE 27, 2022

The transformed landscape requires engagement like never previously seen, and customer service software is here to help. Feel free to explore at your own pace, starting with our table of contents: What Are the Benefits of Customer Service Software? What Are the 12 Best CS Software Tools in 2022?

Software 92

Software Tools Customer Service Self Service 92

InMoment XI

FEBRUARY 14, 2024

Insights and Analytics Omnichannel strategies generate valuable data and insights about customer behavior and preferences across different channels. Additionally, providing self-service options through digital channels can reduce the need for expensive customer support resources. But, it may not be as hard as you think.

Omni-Channel 195

Omni-Channel Customer Experience Social Media Self Service 195

Thematic

MARCH 26, 2025

." And that’s not in product development; customer feedback is important even in other departments—marketing, customer support, and more. Businesses can gain valuable insights from multiple sources—including support tickets, social media, and app store reviews. A dark mode would improve my experience."

Feedback 62

Feedback Social Media Analysis Survey 62

ShepHyken

MAY 7, 2021

Know how live chat software could help you! . Live chat software is a messaging platform that allows customers to communicate with ser vice reps in real-time. Guide to personalizing digital CX with live chat software. Amplify customer support functions . Have you recently taken your business online?

Software 91

Software Customer Experience e-support Chatbots 91

Kustomer

FEBRUARY 6, 2024

If you’re a CX leader running an enterprise-level organization, you need help desk software that goes beyond just automating basic support processes and managing tickets. So, how do you figure out which enterprise help desk software is the right option?

Software 91

Software Self Service Omni-Channel Knowledge Base 91

InMoment XI

OCTOBER 4, 2024

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. It involves the collection and analysis of customer feedback across all touchpoints, from the first visit to the company website to conversations with customer support.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

SurveySensum

DECEMBER 30, 2024

Its limited flexibility, complicated user management, and reliance on support for survey setup can slow things down and create inefficiencies. Difficulty Setting Up Surveys: Many users struggle to set up new surveys without assistance from CustomerGauges support team, which can slow down the process and limit autonomy.

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

InMoment XI

JULY 18, 2024

Identify New Opportunities Customer feedback can also bring to light new opportunities or ideas for the business, whether that is a new product or a better way of providing customer support. It includes customer reviews, social media comments, and website analytics.

Feedback 221

Feedback Customer Journeys Net Promoter Score Social Media 221

Thematic

NOVEMBER 18, 2024

All you need to do is connect your data to an AI analytics platform like Thematic. That’s where it pays to have a more comprehensive analytics solution like Thematic that combines many LLMs with traditional non-generative AI. Once you know this you can respond by rethinking your customer support processes or hiring more staff.

Analysis 62

Analysis How To Multi-Channel Social Media 62