ECXO

JULY 21, 2023

This webinar will discuss the following points and will answer your questions that you can post upfront below on our LinkedIn main event page. How your teams can use data and analytics to understand their customers better and tailor their sales approach accordingly.

B2B 120

B2B Video Culture Consulting 120

TechSee

MAY 21, 2019

And now, with the help of emotion analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick. What is emotion analytics? Emotion analytics measures an individual’s verbal and non-verbal communication in order to understand their mood or attitude. Happy people whistle.

Analytics 137

Analytics Innovation Customer Experience Analysis 137

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. How do you measure the success of your CX program? . How do you measure the Voice of the Customer (VoC)?

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Kerry Bodine

JANUARY 11, 2019

Number 7: Why You Need To Measure Journeys—Not Just Touchpoints. Journey analytics is one step in the right direction. What is journey analytics ? It’s the measurement and analysis of key customer journeys—not just individual touchpoints. Number 3: The Always Up-To-Date Guide To CX Events.

Customer Journeys 192

Customer Journeys Customer Experience Touchpoint Analytics 192

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. To do this effectively, you’ll need a journey analytics platform to aggregate data across multiple channels — and this data aggregation is incredibly powerful.

NPS 120

NPS Analytics Customer Insights Net Promoter Score 120

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. To do this effectively, you’ll need a journey analytics platform to aggregate data across multiple channels — and this data aggregation is incredibly powerful.

NPS 120

NPS Analytics Customer Insights Net Promoter Score 120

ECXO

JUNE 11, 2024

This transformation, driven by advanced data analytics, machine learning, and predictive technologies, is ushering in a new era of workplace efficiency and personalization. Automated resume screening, AI-powered interviews, and predictive analytics streamline the hiring process, making it faster and more efficient.

Employee Experience 322

Employee Experience Analysis Multi-Channel Employee Engagement 322

GetFeedback

SEPTEMBER 19, 2018

Measuring key support metrics like Customer Effort or Customer Satisfaction can give you the data you need to improve service quality. Embed a survey at the bottom of your help articles to measure the effectiveness of your knowledge base content and collect feedback directly from your community. Event Feedback. Check it out!

Survey 199

Survey Net Promoter Score Data Effort Score 199

InMoment XI

NOVEMBER 14, 2024

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. Analytics can show engagement trends and campaign performance.

Tools 195

Tools Social Media Customer Experience Analysis 195

InMoment XI

JANUARY 4, 2024

Personalization Leverage data analytics and customer insights to personalize the online shopping experience. Clearly communicate your website’s security measures, use secure payment gateways, and provide transparent information about shipping costs and return policies.

Retail 195

Retail Customer Experience Effort Score Social Media 195

SurveySparrow

FEBRUARY 14, 2022

She highlighted that instead of the great resignation, the discussion should be about the great appraisal and re-appraisal that can happen because of people analytics. Anisa has been one of the prime advocates of people analytics for close to 2 decades, and we knew we were on a knowledge ride in this webinar. What Is People Analytics?

Analytics 98

Analytics Metrics Examples Survey 98

InMoment XI

OCTOBER 23, 2024

Credit unions can actively engage with their communities through events, sponsorships, and local initiatives. Moreover, by handling repetitive analytical tasks, AI systems allow human agents to invest more of their time and energy into forging strong customer relationships by resolving more complex issues.

Banking 195

Banking Customer Experience Effort Score Financial 195

Kayako

MARCH 21, 2022

ECommerce is growing like wildfire, offering exciting business insights via analytics and data. There are measurable steps companies can take to improve customer service. Check out our Ultimate Guide to Customer Service Metrics Cheat Sheet for how to measure customer support performance metrics today. . Now for the good news!

Customer Service 292

Customer Service Social Media Ecommerce Competitive Advantage 292

InMoment XI

OCTOBER 29, 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. With the award-winning InMoment AI, you can then capture analytical insights from the feedback. This can happen through social media, forums, or events.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

AWS Machine Learning

SEPTEMBER 23, 2024

This innovation has transformed client interactions and operational efficiency through the use of Amazon Transcribe Call Analytics , Amazon Comprehend , and Amazon Bedrock. To learn more, visit Amazon Transcribe Call Analytics , Amazon Comprehend , and Amazon Bedrock. The following diagram illustrates the solution architecture.

Analytics 126

Analytics Self Service First Call Resolution Banking 126

InMoment XI

OCTOBER 18, 2023

After a successful XI Forum Europe featuring 9 EMEA customer experience experts , 200+ engaged delegates, 8 insightful workshops, and plenty of networking, it’s safe to say that the event was a hit! If you couldn’t attend the event, fear not! Let’s take a look!

Customer Experience 195

Customer Experience ROI Return on Investment Financial 195

Comm100

OCTOBER 19, 2022

Over time, you’re able to measure your bot’s performance and continue to program it to understand new details and perform new skills. #2 If you own a website, there are certain security measures you should have in place to protect the data of your site visitors. 8 Chatbot Analytics. Set Trigger Events. 2 Data Security.

Chatbots 240

Chatbots Omni-Channel Analysis Interaction 240

eglobalis

OCTOBER 1, 2017

The CXPA supports the professional development of its members and advances the field of Customer Experience, Customer Insights, People Experience, Analytics, Sales, Marketing and Care. Best practices for processes, governance, procurement, measurements, tools, and techniques are emerging across the customer experience management disciplines.

Customer Experience Professionals 154

Customer Experience Professionals CEM Customer Experience Customer Experience Management 154

InMoment XI

NOVEMBER 7, 2024

Advanced analytics features, like sentiment analysis and feedback segmentation, allow brands to uncover deep insights and make impactful, real-time improvements. With powerful analytics, real-time data integration, and content customization options, Adobe is ideal for brands leveraging data to drive engagement.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

InMoment XI

FEBRUARY 29, 2024

Often referred to as NAP High-quality images and videos to your Google Business Profile Local content that caters towards local interests, events, and news Positive sentiments in customer reviews While this is not an exhaustive list, this gives you an idea of some of the most important local SEO ranking factors.

Tips 195

Tips Strategy Case Study Social Media 195

Lumoa

NOVEMBER 21, 2023

In many companies, even though customer experience is regularly measured, data transformation becomes challenging for many reasons. Accuracy: For processing the feedback data and making judgments based on it, AI tools help reduce human errors and oversights delivering accurate analytics.

Analysis 195

Analysis Feedback Social Media Chatbots 195

Calabrio

OCTOBER 20, 2020

It’s been essential to have self-service tools for agents, ways to evaluate remote workers, and voice-of-the-customer analytics. While financial growth is a key part of measuring success, we tend to focus on the growth of a different area of the business; employee growth. The Power of People.

Company 207

Company Self Service Government Contact Center 207

ECXO

JUNE 7, 2023

Finding the perfect balance between leveraging analytics, automation, and maintaining a human touch. Frameworks for measuring and optimizing real-time customer experiences. Strategies to overcome organizational and technical silos, with technology playing a vital role.

Customer Experience 235

Customer Experience Engagement Chief Customer Officer CRM 235

GetFeedback

JULY 19, 2019

Communicate how you will measure success. To know what to measure, it’s important to understand the actual customer. There is no perfect formula for what to measure in a VoC program. Here are the three key ingredients: Consistency: Measuring anything consistently is better than no measurements at all.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

CloudCherry

MARCH 3, 2019

Within their portal, they zeroed in on seven major life events (having a child, going on bereavement leave, etc.). They prioritized these events because they gleaned that if these events aren’t handled well, they can change the employee/employer relationship forever.

Customer Experience 186

Customer Experience Self Service Culture Customers 186

InMoment XI

SEPTEMBER 25, 2024

.” — Shahar Fogel Vice President of Product Social Media Monitoring evolve24 is a data analytics firm that combines myriad data sources to help companies develop strategic direction. has grown to become a leading active lifestyle brand and endurance event company with more than 2.5 million global participants.

Data 195

Data Social Media Net Promoter Score Analysis 195

InMoment XI

FEBRUARY 2, 2024

On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond. In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach.

Hospitality 195

Hospitality Call Center Retail NPS 195

InMoment XI

NOVEMBER 15, 2022

It’s a commonly used measurement tool that acts as a key performance indicator for customer service and product quality. In measuring CES, organizations gain insights and data that enable business improvements in and around the customer experience to uncover laborious friction points that act as roadblocks to customer interactions.

Net Promoter Score 195

Net Promoter Score Effort Score How To Customer Satisfaction 195

Lumoa

JANUARY 19, 2023

How can we measure the interaction? What’s something measurable that can tell how well we are doing? For example: website optimization, content marketing, and digital analytics. 4) Closing the Loop and Measuring Success Data collection, analysis, and reporting is nothing without action. How does the map look like?

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

PeopleMetrics

JULY 20, 2020

Measuring the customer and employee experience is a continuous process, not an event. Businesses do not exist without customers and employees, yet few companies have a systematic process in place to measure and improve the experience of both customers and employees. Here they are! They are the ones who make those things happen.

Strategy 163

Strategy CEM Touchpoint Customer Centricity 163

BlueOcean

MARCH 14, 2024

But outsourcing your customer care partner isn’t a common procurement event. Get the details in this article here > The Fundamental Guide to the Contact Center RFP You know procurement inside out. That’s why we put together this fundamental guide to the contact center RFP. The Basics: Who, what, where, when.

Contact Center 177

Contact Center Resources Hospitality Customer Care 177

Experience Investigators by 360Connext

JANUARY 12, 2021

While customer experience can often feel ethereal and difficult to measure, a Voice of the Customer Program can make it feel more tangible. If we measure customer sentiment, we can assign numbers and metrics to it. Those might include: Key value points , like software demos or customer events. Define your goals.

Customer Journeys 241

Customer Journeys Net Promoter Score Metrics Effort Score 241

Kerry Bodine

JANUARY 10, 2019

Number 7: Why You Need To Measure Journeys—Not Just Touchpoints. Journey analytics is one step in the right direction. What is journey analytics ? It’s the measurement and analysis of key customer journeys—not just individual touchpoints. Number 3: The Always Up-To-Date Guide To CX Events.

Customer Journeys 120

Customer Journeys Customer Experience Touchpoint Analytics 120

InMoment XI

MARCH 5, 2024

By leveraging advanced unstructured data analytics techniques, organizations can extract valuable insights and derive actionable intelligence from unstructured data. Volume: Unstructured data often constitutes a significant portion of the total data generated by organizations, resulting in data overload and scalability issues.

Data 195

Data Customer Experience Social Media Analysis 195

AWS Machine Learning

SEPTEMBER 9, 2022

Amp wanted a scalable data and analytics platform to enable easy access to data and perform machine leaning (ML) experiments for live audio transcription, content moderation, feature engineering, and a personal show recommendation service, and to inspect or measure business KPIs and metrics. Business intelligence (BI) and analytics.

Analytics 89

Analytics Data Customer Engagement Engagement 89

Experience Investigators by 360Connext

MARCH 23, 2021

Survey results and behavioral analytics only tell you some of the story. Make sure you are set up for success by having a clear CX Mission Statement , a strategy defined by a specific CX Success Statement , and a way to measure progress. For example, time on-call or waiting time are important measurements to track.

Customer Experience 271

Customer Experience Contact Center Customer Journeys Metrics 271

ECXO

AUGUST 9, 2023

An endless cycle of economic, political and social events are becoming the new normal. Firms don’t tend to hire people who are multi-disciplinary with strong CX or even data analytics skills. People who have an understanding of CX and data analytics skills. Clients want more than a technical team. We live in tough times.

Consulting 286

Consulting Competitive Advantage Culture Touchpoint 286