InMoment XI

OCTOBER 19, 2021

In a nutshell, Lexalytics, and Tethr are data analytics platforms focusing on structured and unstructured customer data, as well as solicited and unsolicited feedback. Conversational analytics is also powerful as we are no longer limited to low numbers of survey responses, or hearing only from those customers that take the time to respond.

Analytics 370

Analytics Data Customer Experience Social Media 370

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. No number, or responses provides any diagnostics on its own.

NPS 453

NPS Feedback Net Promoter Score B2C 453

eglobalis

SEPTEMBER 5, 2024

Data analytics , when aligned with this approach, provides the actionable intelligence needed to refine strategies and enhance both Customer Success and Customer Experience outcomes. This includes proactive efforts like on-boarding, training, and engagement to drive adoption, loyalty, and renewals.

Metrics 422

Metrics Customer Success Customer Experience Effort Score 422

InMoment XI

OCTOBER 23, 2024

The positive online reviews you receive as a result of your CX strategy will be beneficial to your financial services reputation management efforts. For instance, First National Bank partnered with InMoment to better analyze data across all touchpoints using a custom text analytics model. How to Improve Customer Experience in Banking?

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

OCTOBER 29, 2024

They also require less marketing effort to keep them engaged compared to new customers. 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. Building customer loyalty requires time and consistent effort.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

InMoment XI

OCTOBER 30, 2024

As a result, good customer experiences enhance an insurer’s brand reputation management efforts. Building an omnichannel customer experience makes the process smooth for customers as they don’t have to repeat information or stick to one channel. It enhances operational efficiency.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

InMoment XI

NOVEMBER 14, 2024

Tracking these conversations with a social listening tool helps improve marketing efforts. Sentiment Analysis Competitor Analysis Multi-Platform Coverage Keyword and Hashtag Tracking Analytics and Reporting Content Creation and Scheduling CRM Integration A social listening tool lets you tap into online conversations around your business.

Tools 195

Tools Social Media Customer Experience Analysis 195

eglobalis

JUNE 27, 2024

These insights inform the service standards and product offerings that will most effectively meet customer expectations. Data analytics is critical for processing vast amounts of information to uncover patterns and actionable insights. There are several ways to obtain data and understand customers.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

InMoment XI

DECEMBER 18, 2024

These insights ensure agents dont miss out on valuable information they can use to satisfy and retain clients. Tools like real-time call transcriptions provide agents with the information they need for quick and effective issue resolution. They provide real-time insights through live call transcripts and sentiment scores.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

InMoment XI

DECEMBER 10, 2024

This information guides product development to better fulfill customer needs and goals. It improves your brand image : Happy customers are more likely to recommend your business, helping support brand reputation management efforts. Leverage analytics to understand their pain points and goals. What Is Customer Churn?

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

MARCH 14, 2025

Why Analyzing Call Center Performance Is Important Not yet convinced that analyzing call center performance is worth the effort? Enhancing Agent Productivity Call center analytics give you a clearer picture of how well your agents are performing in terms of productivity and customer satisfaction.

Call Center 195

Call Center Metrics Tools First Call Resolution 195

InMoment XI

DECEMBER 17, 2024

Even marketing professionals have successfully led CX operations efforts. Theyll need to convince a range of departmentsnot just the customer-facing onesjust how vital these efforts are to the company’s long-term success. Otherwise, your information silos stay intact and your customer journey remains fragmented.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Retently

JANUARY 13, 2025

The secret to effortless customer experiences lies in understanding one simple truth: effort matters. Thats where Customer Effort Score (CES) steps in to save the day. By measuring the effort your customers expend, youre unlocking insights into what works and what doesnt. High scores mean youre on the right track.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

Lumoa

JANUARY 23, 2018

Most companies collect feedback in some specific format, such as Net Promoter Score. Some companies use other metrics , such as Customer Effort Score or Customer Satisfaction. 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

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

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Actions include short- and long-term follow-ups.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

ECXO

JULY 29, 2024

These insights inform the service standards and product offerings that will most effectively meet customer expectations. Data Analytics : Processing vast amounts of information to uncover patterns and actionable insights. Aligning and transforming culture is an ongoing effort involving the entire company.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

OCTOBER 17, 2024

A customer feedback questionnaire is a set of structured questions that aims to collect information from customers about their experience, opinions, and thoughts about your product or service. Low-effort and vague questions will either yield basic responses or be ignored by potential respondents altogether.

Feedback 195

Feedback Effort Score Survey Customers 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? Why is Predictive Analytics Important?

Analytics 195

Analytics Data Effort Score Social Media 195

ECXO

JULY 10, 2024

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric.

Metrics 374

Metrics Analysis Feedback NPS 374

InMoment XI

NOVEMBER 26, 2024

71% of organizations say customer journey mapping has successfully persuaded management to invest in CX efforts and fix existing customer problems. With this information, you can improve your customer experience and eliminate pain points. It is useful for diagnosing current inefficiencies and identifying areas for improvement.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

JANUARY 27, 2025

Part of that is just the nature of the business, with primary use cases revolving around KPIs weighed down by negative connotationsmetrics like problem resolution rates, customer effort scores, and churn. AI-Driven Text Analytics and Conversational Analytics offer businesses a way to surface deeper insights from customer interactions.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

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

Calabrio

MARCH 11, 2025

Automate performance evaluation: AI-driven QA scorecards and analytics streamline the evaluation process, freeing up managers to focus on coaching and development. Data-Driven Decision Making: QA provides a wealth of data that informs strategic decisions related to training, resource allocation, and customer experience initiatives.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

eglobalis

SEPTEMBER 16, 2024

C-suite executives should lead this effort, ensuring the organization understands the complexity of the customer journey and invests in advanced analytics tools to segment and map these touch-points. The result was a significant boost in customer engagement and an increase in product orders as farmers made more informed decisions.

B2B 375

B2B Strategy Customer Experience Customer Journeys 375

InMoment XI

OCTOBER 25, 2024

Online reviews are the most trusted source of information for most people interacting with a restaurant for the first time. To assess the current state of your restaurant’s reputation, get your personalized reputation score today! The score is calculated based on customer reviews, response rate, response time, and more.

Feedback 195

Feedback Management Social Media ROI 195

InMoment XI

NOVEMBER 13, 2024

It informs effective marketing strategy. Churn prediction helps you tailor your marketing efforts to re-engage customers at risk of leaving. Look at variables like purchase recency, CSAT (customer satisfaction score), and interaction frequency. The continuous monitoring and adjustment require considerable time and effort.

Customer Retention 195

Customer Retention How To Analysis ROI 195

Calabrio

APRIL 11, 2025

Put in the work of developing a comprehensive training strategy to ensure your efforts are targeted, effective, and aligned with broader business objectives. ” “Increase average CSAT scores related to agent communication by 5 points within 6 months through targeted soft skills training.”

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

InMoment XI

OCTOBER 19, 2021

In a nutshell, Lexalytics, and Tethr are data analytics platforms focusing on structured and unstructured customer data, as well as solicited and unsolicited feedback. Conversational analytics is also powerful as we are no longer limited to low numbers of survey responses, or hearing only from those customers that take the time to respond.

Analytics 221

Analytics Data Customer Experience Social Media 221

InMoment XI

OCTOBER 24, 2023

In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth.

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

InMoment XI

OCTOBER 4, 2023

And, even more importantly, how can you do it so that you get financial proof points, such as proving the ROI of customer experience , from the efforts? Don’t get me wrong, metrics matter, but solely focusing on score management can lead to program stagnation. I have to put on my best poker face (which I do not have!)

Customer Experience 418

Customer Experience Net Promoter Score How To Effort Score 418

Calabrio

MARCH 22, 2025

Ultimately, they must all be working in concert with each other, united by clear planning and goal-setting, effective measurement and reporting, and holistic optimization efforts that drive continuousand comprehensivecontact center improvement strategies. They may focus on one particular area or team within the operation.

Contact Center 130

Contact Center Management Strategy Call Center 130

Retently

OCTOBER 11, 2024

QA tools can automate this process, providing real-time feedback and scoring. Tools help scale your efforts as your business grows, ensuring that your quality assurance processes can handle increasing complexity. Training and development are crucial for keeping all agents aligned with company standards.

Ecommerce 134

Ecommerce Retail Software Customer Service 134

Calabrio

MARCH 25, 2025

Types of VoC Tools Voice of the Customer tools can, broadly speaking, be categorized into three main types, each serving a distinct purpose in capturing and analyzing customer feedback: Reporting and analytics tools These tools are designed to extract meaningful insights from customer interactions.

Software 130

Software Customer Journeys Tools Contact Center 130

InMoment XI

AUGUST 24, 2022

By using sentiment analysis to contextually mine written communication for subjective information, your business can gain a greater understanding of how your customers view your brand, services, products, and more. To make this possible, sentiment analysis is generally supported by sentiment scoring (also called polarity analysis ).

Analysis 370

Analysis Effort Score Feedback Analytics 370

Calabrio

MARCH 25, 2025

This involves a deep dive into how agents represent your brand, their proficiency in delivering accurate and timely information, their problem-solving capabilities, and their professional demeanor throughout each customer engagement. Why it matters: Reflects reduced (or increased) customer effort.

Call Center 130

Call Center Measurement Self Service How To 130

InMoment XI

AUGUST 9, 2022

When you get longer answers, it can be difficult to mine for the key insights, so it’s important to have a strong analytics system in place. These questions require more thought and effort to write up or talk about their answers that some customers may choose to go onto the next question. How do you prefer to receive information?

Survey 370

Survey Feedback Effort Score Net Promoter Score 370