InMoment XI

MAY 31, 2022

Having a cross-departmental team is vital to gaining the kind of understanding that is the whole point of the exercise. At the same time, don’t let the exercise become overwhelming. ” – Jessica Pfeifer, VP & General Manager, InMoment. You and your team may already have an intuitive sense of the journey.

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

ECXO

MARCH 6, 2025

B2B organizations are increasingly investing in CX technologies such as experience management software, analytics tools, and AI-driven solutions. Advanced analytics and machine learning are opening new possibilities in CX transformation. This exercise makes it clear where the experience is falling short.

B2B 339

B2B Customer Journeys How To Effort Score 339

CX Journey

JUNE 20, 2019

In this series, I share what this means for data, analytics & insight teams who need to work this way. My interest in this topic is the impact Agile working is having on customer insight, analytics, and data science teams. Data and Analytics leaders can feel under pressure to learn a whole raft of new terms and practices.

Analytics 138

Analytics Culture Exercises Data 138

Calabrio

MARCH 31, 2025

Deeper Speech Analytics and Sentiment Analysis Go beyond basic sentiment. GenAI-driven speech analytics and sentiment analysis can pinpoint turning points in conversations to fuel more targeted, effective training. Automated Quality Evaluations Ensure consistent quality at scale.

Contact Center 130

Contact Center Self Service Customer Service Virtual Agent 130

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience. Once customer data has been gathered, an analytics function is required to derive meaningful, actionable insight from it. The 8 skills required by any CX team are: Strategy.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

CloudCherry

MARCH 28, 2019

Most journey mapping exercises start out great with gathering everyone in a room, brainstorming touchpoints and designing a visual journey of how customers move through their interactions with your company. Translating descriptive analytics into tangible action insight is tricky. Journey-based insights.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

PeopleMetrics

APRIL 8, 2025

Text Analytics: No Longer a Nice-to-Have When I revisited Lesson 4 , we covered the basics of text analytics. It adds qualitative depth at scale and makes the survey feel more like a dialogue than a data collection exercise. Revisit Lesson 4 for tips on setting up a world-class text analytics approach.

NPS 62

NPS Exercises Analytics Contact Center 62

Experience Investigators by 360Connext

JANUARY 7, 2025

Step 3 Map and Optimize Customer Touchpoints Customer journey mapping exercises will enmesh you in each personas journey to understand how they find you, what they seek at key steps of their shopping journey (also known as customer touchpoints), and how you can maximize their post-purchase satisfaction.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

InMoment XI

NOVEMBER 25, 2021

Recently we went through this exercise with one of our clients and the black box model provided a great fit, however the only output it provided was relative importance of the variables. When we do this, it becomes very easy for clients to understand why it’s important to have interpretation alongside your prediction accuracy.

eBook 370

eBook Case Study Exercises Customer Retention 370

Pointillist

JULY 25, 2018

Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. Steps to Implement Customer Journey Analytics. By Swati Sahai.

Customer Journeys 93

Customer Journeys Analytics How To Government 93

Calabrio

NOVEMBER 18, 2024

Analytics Protecting customers from seasonal fraud: Using WEM to strengthen financial services contact centres Share Fraud prevention is critical for financial services contact centres, especially during the festive season when transaction volumes rise sharply.

Financial 130

Financial Analytics Exercises Training 130

ChurnZero

NOVEMBER 22, 2024

Collaborative, analytical, and team-focused, it works because it focuses on preventable churn, and keeps blame to a minimum. Outcomes Club is an exercise that CS leaders can do with their CSMs to get them in the right mindset to own and mitigate churn. Once you have these dialed in, you’re ready to do the exercise!

Exercises 52

Exercises How To Culture Leadership 52

rethinkCX

FEBRUARY 13, 2025

Better Data Insights Analytics provide valuable information to improve processes and strategies. Use simulations and role-playing exercises to improve real-world interactions. Monitor customer interactions with real-time analytics tools. Increased Employee Productivity Well-trained agents handle calls more effectively.

Call Center 52

Call Center Strategy Abandon Rate Average Handle Time 52

Alida

NOVEMBER 1, 2018

Generally speaking, you can quickly send out a quantitative activity and have the analysis done in a fraction of the time it would take to do a qualitative exercise. Star filtering and editing of comments allows you to rapidly find and select what’s relevant to you for your reporting exercise. Not very compelling.

Feedback 147

Feedback Exercises Analysis Effort Score 147

ECXO

AUGUST 9, 2023

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. Continuously improve Client centricity isn’t a one-off exercise. Teams are hired because they are qualified in their specific field / discipline.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

CX Journey

JUNE 20, 2019

In this series, I share what this means for data, analytics & insight teams who need to work this way. My interest in this topic is the impact Agile working is having on customer insight, analytics, and data science teams. Data and Analytics leaders can feel under pressure to learn a whole raft of new terms and practices.

Analytics 80

Analytics Culture Exercises Data 80

C3Centricity

NOVEMBER 4, 2020

Unlike normal analytical processes, using AI needs developers and users to start with the end in sight. Unlike normal analytical processes, using AI needs developers and users to start with the end in sight. One area that will certainly need a tremendous amount of human input is in speech analytics. What do you think?

Chatbots 240

Chatbots Self Service Customer Satisfaction CRM 240

ECXO

JUNE 20, 2023

None of the above is a one-off exercise. There have been lots of cases of ‘purpose washing’ or ‘green washing’ in the headlines. B2B brands though are arguably less guilty of this. Communicate, and activate, your purpose with authenticity and integrity.

B2B 367

B2B Brands Innovation Government 367

Comm100

NOVEMBER 3, 2017

The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. Social media data and analytics courses: Social Media Monitoring from Udemy. Introduction to Social Media Analytics from Coursera. Where to Start.

Social Media 166

Social Media Course Training Marketing 166

CX Journey

MARCH 21, 2018

By that I mean that they have no allocated financial resources for improvements to be made as a result of the learnings from surveys and other listening posts, journey mapping, and other customer experience strategy exercises that become the catalyst for onstage customer experience or behind-the-scenes process improvements.

Customer Journeys 272

Customer Journeys Travel Consulting Customer Experience Professionals 272

PeopleMetrics

JULY 31, 2018

Enter text analytics. Machines (Text Analytics). All sophisticated VoC software platforms will have a text analytics module available. Let’s dig into the value that text analytics provides. Then text analytics organizes all topics in a visual display, often in the form of a word cloud.

Analytics 79

Analytics CEM Telecommunications Hotels 79

C3Centricity

FEBRUARY 18, 2019

Unlike normal analytical processes, using AI needs developers and users to start with the end in sight. One area that will certainly need a tremendous amount of human input is in speech analytics. AI is not one technology: Despite what digital marketers may have hoped, AI is not the solution to all our problems. What do you think?

Marketing 222

Marketing Chatbots Self Service Conference 222

Optimove

DECEMBER 10, 2024

Enhanced Control Over Complex Marketing : With tools like predictive analytics and real-time personalization, marketers can anticipate customer needs, automate complex workflows, and maintain precise control over multi-channel strategies.

Multi-Channel 52

Multi-Channel Analysis Social Media Exercises 52

CSM Magazine

FEBRUARY 19, 2025

Dynamic Content and Challenges Regularly update coping techniques, journaling prompts, or mindfulness exercises. Behavioral Insights and Notifications Deliver timely nudges or gentle reminders for journaling, breathing exercises, or follow-ups with a therapist. Celebrating small victories can encourage ongoing engagement.

Healthcare 52

Healthcare Exercises Gamification Policies 52

Thematic

DECEMBER 28, 2022

Feedback analytics software is a powerful tool in a product manager's arsenal. In this post, we'll discuss six ways that feedback analytics can help product managers build better products! Identify pain points Feedback analytics software analyzes the feedback users share to identify, understand and quantify pain points.

Analytics 71

Analytics Software Feedback Management 71

CX Journey

JANUARY 17, 2018

Plus, it’s not enough for insight or analytics leaders to generate insights , they need to be able to act on them. Leaders (including data/analytics/insight leaders) will easily recall others they work with often. Of itself, the above exercise has identified too many stakeholders for you to viably manage. That is because it is.

Effort Score 127

Effort Score Exercises Fashion Groups 127

Experience Investigators by 360Connext

JANUARY 26, 2021

Or how about behavioral analytics, which helps us understand what customers do and how they behave on our digital platforms and other channels? This is a great exercise for contact center leaders, serving as a way to get feedback from a random sample of customers who contacted them for support. What is customer research, really?

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

Storyminers

FEBRUARY 23, 2016

Consider trying some of these exercises with your experience design teams: Put a life-size image of your customer(s) in the room where you do your design work. exercise at key points in the customer journey to surface unmet needs which you might address. It’s best if they are looking right at the camera;-).

Exercises 113

Exercises Healthcare Software Analysis 113

Forrester's Customer Insights

JULY 20, 2022

We’ve heard threat hunting described as “automating analytics,” “investigating […]. We researched threat hunting to determine what it really is, what benefits it brings, and to overcome the misuse and abuse of the term. The resulting report, Threat Hunting 101, published recently.

Exercises 9

Exercises Analytics Report Trends 9

PeopleMetrics

AUGUST 31, 2018

At PeopleMetrics, we use an exercise called touchpoint mapping to help our clients distinguish between CX and CS. If you run through this valuable touchpoint mapping exercise at your organization, I bet you will find that many touchpoints that are key to the overall customer experience include more than just customer service.

CEM 117

CEM Customer Service Touchpoint Exercises 117

Lumoa

FEBRUARY 14, 2024

Fine-tuning your CX elements is a constant exercise. More Data-Driven Analytics Advanced analytics is enhancing the CX industry. Gartner’s 2023 Top Priorities for Customer Service & Support Leaders Report identified customer data and analytics as integral for success.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

CX Journey

MAY 17, 2017

Don't ignore the learnings and outputs of this exercise. There are new analytical tools that require actionable inputs - not that previous tools didn't have the same requirements, but the new tools make this requirement that much more evident! How do you know when it's time to redesign or to update your customer listening efforts?

Survey 159

Survey Feedback Social Media Roadmap 159

Comm100

JUNE 25, 2019

There are currently 2 primary types of agent-facing AI : analytics tools that help paint a picture of the customer by combing through terabytes of data stored across multiple systems, and conversational applications that help agents better understand and handle customer inquiries. This is in contrast to chatbots, which are customer facing.

Contact Center 170

Contact Center Chatbots Knowledge Base Resources 170

Kerry Bodine

JANUARY 27, 2018

Read this post to understand how you should incorporate internal mapping exercises into your larger journey mapping initiatives. Enter journey analytics : the measurement and analysis of key customer journeys—not just individual touchpoints. Number 9: How “T-Rex Arms” Help Uncover Rich Customer Insights.

Customer Journeys 0

Customer Journeys Customer Experience Touchpoint Exercises 0

Experience Investigators by 360Connext

OCTOBER 17, 2023

You can understand that you need to eat healthier and exercise more to live a healthy life. This can include customer feedback, financial data, behavioral analytics, operational metrics, and industry benchmarks. While this can feel like it’s “common knowledge” it’s actually what I would call “common understanding.”

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

NetBase

DECEMBER 31, 2019

And finding what that is – from a consumer standpoint – requires social analytics. That’s a capability that many social analytics tools do not offer. The post Capturing Your Unique Brand Voice with Social Analytics appeared first on NetBase. Standing out online requires differentiation from competitors.

Analytics 60

Analytics Brands Consumers Social Media 60

ECXO

AUGUST 6, 2024

This integration is complex and can be disrupted by cognitive biases, mental fatigue, or emotional states, making future thinking feel like a strenuous mental exercise. 4. Use Visualization Techniques: Incorporating visualization exercises into daily routines can strengthen the brain’s ability to simulate future scenarios.

Customer Experience 177

Customer Experience Culture Policies Innovation 177