InMoment XI

MARCH 14, 2025

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. Performance analytics give you a clear picture of the state of operations, including where you need to adjust to keep your call center running at its best.

Call Center 195

Call Center Metrics Tools First Call Resolution 195

eglobalis

FEBRUARY 13, 2025

Using predictive analytics and AI, businesses can anticipate and address client concerns before they escalate. Leveraging AI, predictive analytics and client behavior insights allows businesses to address issues before they occur. Example: Microsoft Azure. Example: Schneider Electric. Example: Slack.

Analytics 287

Analytics Measurement Metrics Feedback 287

eglobalis

DECEMBER 17, 2024

Outdated metrics and strategies will be replaced by AI-driven innovations that promise to reshape how businesses interact with and anticipate the needs of their customers. This article explores the trends that will define CX in 2025, offering deep insights, practical examples, and actionable strategies for success.

Net Promoter Score 337

Net Promoter Score Effort Score B2B NPS 337

eglobalis

DECEMBER 11, 2024

Additionally, it discusses alternative measurement methods beyond traditional metrics and highlights global examples of companies excelling in CX experimentation. For example, an organization might experiment with response times on social media versus email to identify the most effective communication method.

Customer Journeys 353

Customer Journeys Effort Score Omni-Channel Social Media 353

InMoment XI

NOVEMBER 21, 2024

For example, this analysis can reveal why a customer canceled their subscription to your service. Importance of Customer Analytics Customer analytics provides a blueprint for delivering exceptional customer service. For example, key metrics like CSAT help you improve aspects of your business to satisfy specific customer needs.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

eglobalis

JANUARY 20, 2025

In this context , loyalty becomes more than just a metric; it is an indicator of long-term partnership strength. This article explores ten key drivers of B2B loyalty , offering actionable insights supported by real-world examples. To achieve reliability, companies can invest in predictive analytics and supply chain visibility tools.

B2B 418

B2B Loyalty Loyalty Programs Innovation 418

eglobalis

OCTOBER 14, 2024

For example, customer expectations in retail differ vastly from those in the healthcare or tech industries. For example, the customer expectations for a B2B tech company will differ significantly from those for a consumer-facing retail brand. The same applies to B2B and B2C.

Customer Experience 444

Customer Experience Customer Journeys Case Study Innovation 444

InMoment XI

MAY 31, 2022

Example of a segmented journey map. If your company advertises via billboard, for example, that can be hard to track, even if you survey customers. To get a pulse across your entire customer base, consider tracking core CX metrics. Customer Journey Mapping Examples for SaaS, eCommerce, and Brick-and-Mortar Stores.

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

Calabrio

MARCH 5, 2025

Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. Dig into this guide on CX analytics and learn how you too can unearth game-changing CX insights.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

InMoment XI

DECEMBER 18, 2024

For example, a call transcription tool prevents the need to listen to lengthy recordings and provides quick insight into customer experiences. For example, sentiment analysis is an NLP algorithm that categorizes feedback as positive, neutral, or negative. It analyzes past conversations, highlighting patterns and areas for improvement.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

ECXO

MARCH 6, 2025

In the following sections, we explore how to lead a successful CX transformational program in a B2B settingcovering everything from executive leadership and strategy to metrics, culture change, and real-world case studies. This vision serves as a North Star that guides the entire program.

B2B 339

B2B Customer Journeys How To Effort Score 339

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

FEBRUARY 22, 2022

When it comes to experience programs, text analytics software has been revolutionising data interpretation since the capability arrived on the scene. Let me give you an example—let’s say you need to understand what customers are saying about your employees each month. A solution with real-time analysis, reporting and action.

Analytics 370

Analytics Software Tips eBook 370

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 sometimes ask questions the customer may or may not know the answer to—for example, did we resolve your issue today? We have bots, call notes, and so much more.

Analytics 370

Analytics Data Customer Experience Social Media 370

InMoment XI

NOVEMBER 22, 2024

For example, if a specific integration is in popular demand, implementing it can improve retention and satisfaction. What User Feedback Metrics Are Essential for a SaaS Company to Track? For example, a recent change in your pricing model could explain the uptick in churn this quarter. It boosts revenue.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

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. The exact same criticism can be made about every metric for everything.

NPS 450

NPS Feedback Net Promoter Score B2C 450

InMoment XI

DECEMBER 17, 2024

As your company begins to scale customer experience operations, it is possible for silos that cause different departments to use separate technologies and focus on different metrics, which fragments your understanding of the customer experience. If it doesn’t, click on the download button. Download Now Exit this form 3.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

eglobalis

MARCH 13, 2025

Present a Compelling Business Case : Use data and real-life examples to illustrate the potential return on investment (ROI) from CX initiatives, including increased customer retention and reduced acquisition costs. Integrate CX into Leadership Performance Metrics Executives should be held accountable for CX outcomes.

Leadership 232

Leadership B2B B2C Net Promoter Score 232

InMoment XI

DECEMBER 10, 2024

Its an important metric to track because it highlights the number of customers leaving you. The most straightforward example is when a customer decides to cancel their subscription. For example, a subscription that ends due to failure to update credit card details. Leverage analytics to understand their pain points and goals.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

Calabrio

MARCH 5, 2025

Analytics What is First Call Resolution? How to Improve (+Examples) Share What is first call resolution? Here’s the formula: Total Resolved Cases / Total Number of Cases x 100 For example, if 40 out of 120 interactions in a month are resolved on first contact, FCR rate will be 33%. Why is First Call Resolution Important?

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

InMoment XI

DECEMBER 3, 2024

For example, outlining a CX program and building a team to execute the vision. Realize: Key skills include tracking key CX metrics to ensure the program is realizing value and achieving business goals. For example, tracking NPS to determine the success of recent loyalty efforts.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

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. For example, by selling the same product at a lower price, your competitor could convince your customer to try them out.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

Kerry Bodine

MAY 3, 2019

Enter journey analytics, an approach to insights and measurement that examines customers’ behavior not just at individual touchpoints, but along the paths they take as they attempt to accomplish their goals and tasks. Of course, just like NPS, journey analytics isn’t a silver bullet by itself.

NPS 67

NPS Analytics Customer Insights Net Promoter Score 67

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

DECEMBER 4, 2024

In SaaS, customer success often focuses on proactive engagement, usage analytics, and ensuring customers extract maximum value from their subscription-based services. They often use metrics such as usage frequency, feature adoption, and customer health scores to gauge customer satisfaction and predict possible churn.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

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

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 limitation questions its reliability as a sole metric for strategic decision-making.

NPS 434

NPS Net Promoter Score Effort Score Metrics 434

InMoment XI

OCTOBER 23, 2024

For example, providing customized savings plans to members will elicit a more positive response from them. Machine learning algorithms, for example, can learn from individual customer behaviors. For instance, First National Bank partnered with InMoment to better analyze data across all touchpoints using a custom text analytics model.

Banking 195

Banking Customer Experience Effort Score Financial 195

ECXO

OCTOBER 23, 2024

With advanced data analytics capabilities, AI can analyze vast amounts of customer data in real time, identifying patterns and trends that human operators might miss. For example, a retail organization can use AI to send personalized product suggestions based on a customer’s previous purchases or browsing history.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

InMoment XI

NOVEMBER 26, 2024

Example: A SaaS company creates a buyer’s journey map to understand how potential customers discover their product, research competitors, and make decisions. 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

InMoment XI

OCTOBER 24, 2024

These platforms focus on improving customer experience metrics such as customer satisfaction, loyalty, and retention. By providing the tools necessary for effective communication, personalization, and analytics, these platforms enable businesses to build stronger relationships with their customers.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

InMoment XI

SEPTEMBER 3, 2024

When you analyze the natural language interactions between customers and an organization, conversational analytics unlocks a wealth of insights that can be used to resolve issues faster, enhance agent performance, reduce costs, and demonstrate the value of customer service investments. What is Conversational Analytics?

Analytics 195

Analytics Data Social Media Average Handle Time 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. The real work begins when you take action to improve those metrics. But knowing the score is just the starting point.

NPS 118

NPS Effort Score Metrics e-support 118

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

ECXO

DECEMBER 25, 2024

Example Action: Use tools like customer journey mapping software or feedback surveys to visualize and refine key interactions. Example Action: Regularly analyze data from platforms like Google Reviews or transactional satisfaction surveys to prioritize improvements. I usually call them MoTs (Moments of Truth).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

JULY 11, 2024

Speech analytics is quickly becoming a foundational aspect of successful experience improvement programs. Historically, it has been difficult to quantify metrics from customer calls. However, the rise of speech analytics has given businesses to understand their customers like never before. What is Speech Analytics?

Analytics 195

Analytics Contact Center e-support Healthcare 195