InMoment XI

NOVEMBER 14, 2024

With 64% of Internet users discovering brands via social media, getting your marketing on point is essential. Tracking these conversations with a social listening tool helps improve marketing efforts. What to Look For in A Social Listening Tool? A robust social listening tool should help you answer these questions.

Tools 195

Tools Social Media Customer Experience Analysis 195

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. We have agents on the phone, email, live chat, and social media messaging. customer effort). What the Acquisition and Partnership Means in a Nutshell.

Analytics 370

Analytics Data Customer Experience Social Media 370

ECXO

MARCH 6, 2025

It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer. Without this high-level oversight, CX efforts can stall or get deprioritized amid competing initiatives and people resistance for change.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

OCTOBER 25, 2024

They share their thoughts on social media platforms like Facebook or Instagram or through review platforms such as Yelp and Google reviews. To assess the current state of your restaurant’s reputation, get your personalized reputation score today! As a result, you can create and close feedback loops with ease.

Feedback 195

Feedback Management Social Media ROI 195

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. Offer 24/7 customer service across multiple channels, including mobile apps, social media, chatbots, and live chat. How to Improve Customer Experience in Banking?

Banking 195

Banking Customer Experience Effort Score Financial 195

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 419

Metrics Customer Success Customer Experience Effort Score 419

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 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Both groups of technologies can be utilized to make analytics more actionable. But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

DECEMBER 18, 2024

It ingests feedback from email, social media, and chat and integrates it with customer relationship management (CRM) data. They provide real-time insights through live call transcripts and sentiment scores. Text and speech analytics use machine learning to provide instant insights into emotions, context, and intent.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

eglobalis

AUGUST 19, 2024

While the Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty, sentiment, and ”satisfaction”, it’s clear that NPS alone isn’t sufficient—a topic we’ve explored before. This focus on scores can distort priorities and behaviors within an organization.

NPS 434

NPS Net Promoter Score Effort Score Metrics 434

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

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. This practice is echoed by thousands of companies around the world.

NPS 450

NPS Feedback Net Promoter Score B2C 450

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. 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

DECEMBER 10, 2024

It improves your brand image : Happy customers are more likely to recommend your business, helping support brand reputation management efforts. Identify At-Risk Customers Knowing who is likely to leave helps you optimize your churn reduction efforts. Use surveys and social media monitoring to capture insights into customer experiences.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 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

PeopleMetrics

JANUARY 23, 2025

To truly improve the customer experience, you need to combine NPS with metrics like Customer Satisfaction (CSAT), Customer Effort Score (CES), or overall experience ratings to evaluate specific interactions. But knowing the score is just the starting point. Example: A SaaS company tracks CES scores during onboarding.

NPS 118

NPS Effort Score Metrics e-support 118

Retently

AUGUST 29, 2022

One of the most common questions we receive, as an NPS®-focused software business, is how Net Promoter Score® differs from the type of data you can extract by studying people’s reactions on social media platforms like Facebook, Twitter and Instagram. This is an easy question to answer, although one that’s best tackled in detail.

Social Media 155

Social Media NPS Net Promoter Score Marketing 155

InMoment XI

OCTOBER 17, 2024

Low-effort and vague questions will either yield basic responses or be ignored by potential respondents altogether. They also provide crucial context and reasoning behind your customers’ quantitative scores. InMoment’s award-winning custom text analytics platform can help quickly categorize and summarize open-text responses.

Feedback 195

Feedback Effort Score Survey Customers 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

InMoment XI

OCTOBER 30, 2024

As a result, good customer experiences enhance an insurer’s brand reputation management efforts. It leveraged the InMoment CX platform, especially its text analytics and case management features, for this purpose. Also, it captured analytical insights from feedback that provided a clearer picture of customer satisfaction levels.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 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

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

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 13, 2024

Churn prediction helps you tailor your marketing efforts to re-engage customers at risk of leaving. This can include CRM data, social media, call center logs, service requests, and chat messages. Look at variables like purchase recency, CSAT (customer satisfaction score), and interaction frequency.

Customer Retention 195

Customer Retention How To Analysis ROI 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. How successful have these efforts been? What new challenges are businesses facingand how are they measuring success?

Contact Center 130

Contact Center Self Service Report Trends 130

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

InMoment XI

DECEMBER 22, 2022

This can include listening posts like customer support interactions, emails, live chats, direct surveys, online product reviews, social media comments, and more! This Net Promoter Score program, powered by InMoment, also identifies brand enthusiasts who are the engine of a robust customer advocacy program. The result?

Voice of Customer 418

Voice of Customer Examples Strategy Net Promoter Score 418

ECXO

DECEMBER 25, 2024

It can feel like a tug-of-war, where the push to scale revenue, grab a bigger slice of the market, and stay ahead of the competition sometimes clashes with the time, effort, and resources required to ensure customers feel valued and satisfied. in-store, online, mobile apps, and social media).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

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. We have agents on the phone, email, live chat, and social media messaging. customer effort). What the Acquisition and Partnership Means in a Nutshell.

Analytics 221

Analytics Data Customer Experience Social Media 221

Calabrio

MARCH 11, 2025

Call center QA, or contact center QA, is a strategic, data-driven process that evaluates every facet and channel of customer interactionsfrom voice calls and live chats to emails and social media engagementsagainst established performance benchmarks. However, feedback shouldnt be a one-way street.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

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. 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

GetFeedback

AUGUST 14, 2019

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. The score is solid. So, what’s a company to do to earn an even better CSAT score? Why isn’t that score higher today? And rightly so — it usually can be. out of 100. out of 100.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Thematic

FEBRUARY 12, 2025

Did you know that social media is the #1 product discovery channel , with 33% of consumers finding new products through platforms like Instagram and TikTok in the past three months? The good news is you don’t need a crystal ball—text analytics marketing can help.

Analytics 62

Analytics Marketing Social Media Net Promoter Score 62

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

MAY 31, 2022

These include Customer Satisfaction and Net Promoter Score. You may also need to conduct analytical research, taking a deep dive into your website/product analytics to find what users are doing and where they might be experiencing difficulty. And don’t discount the data your customers volunteer on social media and review sites.

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. NLP has made feedback analytics way more accessible. Let’s explore how you can use analytics to revolutionize your customer experience.

Analytics 195

Analytics Customer Experience Management Net Promoter Score 195

Brandwatch CX

SEPTEMBER 21, 2022

From the smallest independent store to the largest multi-national brand, every business knows they need to be on social media. Having the right tools to conduct social media analysis means you can benchmark your efforts and compare different strategies. Inbuilt Social Media Analytics Tools.

Social Media 98

Social Media Analytics Tools Analysis 98