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. One approach is identifying value pools or key leverage points where better experience will yield financial returns.

B2B 330

B2B Customer Journeys How To Effort Score 330

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

DECEMBER 11, 2024

Drawing insights from reliable sources, including past articles on eGlobalis.com, this article delves into the benefits of experimentation for CX programs , covering multiple areas such as omnichannel services, technology, cultural adaptation and design. Advanced analytical skills and tools are crucial for reliable data interpretation.

Customer Journeys 314

Customer Journeys Effort Score Omni-Channel Social Media 314

eglobalis

MARCH 13, 2025

Research shows that improving B2B customer experiences can significantly boost financial performance for instance, companies that excel in CX see reduced churn and higher win rates on deals. Showcase Success Stories : Present case studies of organizations that have benefited from CX transformations to provide tangible evidence of success.

Leadership 222

Leadership B2B B2C Effort Score 222

Lumoa

JANUARY 23, 2018

Instead it is the unstructured nature of the data which makes it challenging to tackle with any traditional means of analytics. This situation is where automated text analytics is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic. Which one should be tackled first? Learn More.

Analytics 285

Analytics NPS Financial Analysis 285

AWS Machine Learning

NOVEMBER 12, 2024

The following is an example of a financial information dataset for exchange-traded funds (ETFs) from Kaggle in a structured tabular format that we used to test our solution. A user can ask a business- or industry-related question for ETFs. percent means you’ll pay $30 per year for every $10,000 you have invested in the fund.

Financial 117

Financial Industry Analysis Data 117

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. Otherwise, your information silos stay intact and your customer journey remains fragmented.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

DECEMBER 18, 2024

It leverages technology like automatic call distribution (ACD) and real-time transcription to reduce the manual workload for agents. A great example of this technology is InMoments Active Listening , which prompts customers with context-aware follow-up questions to capture meaningful feedback. What Is Contact Center Automation?

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

Comm100

DECEMBER 2, 2021

In 2021, evolving customer experience trends shook up the financial services industry. As we look ahead, 2022 promises, even more changes for the financial services industry. To help cut through the noise, we’ve looked at emerging data and expert opinions to predict the CX trends that we expect to see in 2022 for financial services.

Financial 246

Financial Trends Customer Experience Omni-Channel 246

InMoment XI

NOVEMBER 18, 2024

Transactional Data Purchase frequency Average order value Payment methods Return rates Transactional data provides a snapshot of a customer’s financial interactions with your business. Quantitative Data Analysis Quantitative analysis uses website and/or app analytics combined with CRM data to analyze numerical data.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

CloudCherry

JANUARY 22, 2018

The answer lies in predictive analytics ! Historically, analytics has been serving as a conduit between brands and customers. Analytics as a function has been evolving, just like the customer, over time. It incorporates various technologies to give organizations the decisive edge they need today.

Analytics 231

Analytics Study Financial Loyalty 231

Lumoa

DECEMBER 18, 2017

The future of the feedback analysis - text and voice analytics. You need technology that can sort them out. I am a big fan of text and voice analytics. Text and voice analytics dive deep into that and essentially, if you wish, create a score based on how customers actually felt. Probably not.

Analytics 256

Analytics Customer Journeys Customer Experience Net Promoter Score 256

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 422

Strategy Customer Experience Net Promoter Score Customer Centricity 422

InMoment XI

OCTOBER 24, 2024

By providing the tools necessary for effective communication, personalization, and analytics, these platforms enable businesses to build stronger relationships with their customers. This makes it a top choice for companies looking to improve customer loyalty, satisfaction, and overall experience.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

ECXO

MAY 27, 2024

bnbvvvV Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes Article source: [link] Introduction Artificial Intelligence is revolutionizing enterprise technology, and will redefine enterprise software design, and transform how businesses enhance customer, user experiences and drive business outcomes.

Technology 227

Technology Self Service Software Innovation 227

eglobalis

MARCH 4, 2025

According to Forrester, conversational AI especially with new generative AI has emerged as one of the top technologies delivering relative fast ROI, with the biggest impacts in e-commerce, sales, and customer service and experience. In practice, the most effective customer experiences blend cutting-edge AI with timely human support.

Self Service 197

Self Service Strategy Contact Center Virtual Agent 197

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. Insights from teams at firms like IBM, FedEx, and Target highlight trends and areas for improvement.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

MARCH 1, 2023

The new FCA Consumer Duty is intended to improve customer outcomes and promote better customer experiences in the financial industry in the United Kingdom (UK) by setting higher and clearer standards of consumer protection. Consumer Duty Principle, proposed by FCA , is a significant new legislation for the UK Financial Services sector.

Financial 195

Financial Consumers Customer Centricity Meeting 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. 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 4, 2023

The idea behind integrated CX is to improve customer experience by combining large amounts of data with technology and services to create more complete customer insights and, as a result, more focused and measurable actions. CX programs centered solely on the ‘what’ will struggle to drive tangible financial value.

Customer Experience 418

Customer Experience Net Promoter Score How To Effort Score 418

Interactions

MARCH 14, 2025

As AI has won the attention of teams across the enterprise for its efficiency and CX benefits, these technology investments are coming under closer scrutiny than ever before by compliance and risk teams. It means offering easily digestible insights from your analytics. PII is redacted before it hits the database.

Financial 62

Financial Interaction Call Recording eBook 62

InMoment XI

OCTOBER 31, 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. Companies using AI-powered automation are cutting repetitive tasks by 40%, so it makes sense to invest in this technology.

Call Center 195

Call Center Metrics Self Service Effort Score 195

ECXO

DECEMBER 25, 2024

The Changing Landscape of Customer Expectations Over the last decade, customer expectations have evolved dramatically, reshaped by advancements in technology, the proliferation of online shopping, and the increasing availability of personalized services. Excellent CX involves setting boundaries and managing expectations transparently.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

AWS Machine Learning

NOVEMBER 15, 2023

An established financial services firm with over 140 years in business, Principal is a global investment management leader and serves more than 62 million customers around the world. The CCI Post-Call Analytics (PCA) solution is part of CCI solutions suite and fit many of the identified requirements.

Omni-Channel 117

Omni-Channel Financial Groups Analytics 117

CSM Magazine

NOVEMBER 26, 2024

Thanks to advances in technology, getting a mortgage has never been more streamlined or customer-friendly. Here’s how technology is revolutionizing customer service in the mortgage industry. This technology ensures that customers receive prompt assistance, making the mortgage process feel smoother and more accessible.

Industry 52

Industry Technology Customer Service e-support 52

Think Customers

OCTOBER 30, 2024

That proverb may be traced to Voltaire and Spider-Man, but it’s contact center leaders who see the impact data and analytics are already having on the front line — and the obligations that come with it. Keep contact center KPIs simple Information overload is a very real risk when leveraging data and analytics.

Contact Center 52

Contact Center Analytics Report Data 52

SurveySensum

DECEMBER 4, 2024

What is NPS in Banking and Other Financial Institutions? Now, let’s move on to the next part, where we’ll discuss why having loyal customers is such a big deal for banks and other financial services. Check out the following points to get a better idea of why customer loyalty is essential for banks and other financial services.

Banking 52

Banking NPS Financial Net Promoter Score 52

InMoment XI

NOVEMBER 26, 2024

This often stems from poor internal communication, outdated technology, or inefficient processes. Focus: Real-time customer journey analytics to understand the emotions, pain points, and touchpoints customers are experiencing at every stage. It is useful for diagnosing current inefficiencies and identifying areas for improvement.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

DECEMBER 13, 2022

We strongly believe this should be a top priority for any team trying to improve customer or employee experiences to show that they are positively contributing to the financial outcomes of their business. When we manage client programs at InMoment, return on investment (ROI) is always top of mind.

ROI 370

ROI Call Center Return on Investment Measurement 370

Experience Investigators by 360Connext

APRIL 23, 2024

The Financial Impact of Customer Experience There are significant financial implications from investing in customer experience. This loyalty translates into substantial financial benefits, as loyal customers are not only more likely to make repeat purchases but also to advocate for the brand, thereby increasing referrals and sales.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

eglobalis

OCTOBER 9, 2024

Does your technology stack support the requested feature? Feature development requires time, manpower, and financial investment. Hitachi (Japan) Hitachi faced requests from industrial IoT clients for better integration of their analytics tools. Will it require significant engineering hours or new infrastructure?

Feedback 486

Feedback ROI Innovation B2B 486

Uniphore

JANUARY 21, 2022

Service providers must comply with a constantly evolving list of privacy, financial and medical disclosure guidelines. Advanced technology is making change possible. AI-powered analytics optimize patient and member services. Few industries are as closely regulated as healthcare. healthcare costs. But does it have to be?

Healthcare 147

Healthcare Analytics Self Service Consumers 147

AWS Machine Learning

NOVEMBER 22, 2024

It enables different business units within an organization to create, share, and govern their own data assets, promoting self-service analytics and reducing the time required to convert data experiments into production-ready applications. The diagram shows several accounts and personas as part of the overall infrastructure.

Government 101

Government Data Banking Policies 101

AWS Machine Learning

JUNE 18, 2024

Despite the availability of technology that can digitize and automate document workflows through intelligent automation, businesses still mostly rely on labor-intensive manual document processing. Sample business considerations include financial industries that have seen an uptick in their user base.

Financial 121

Financial Effort Score Innovation Data 121

SurveySensum

DECEMBER 27, 2024

The financial benefits that come from improving customer satisfaction and retention are certainly evident. Technology makes it all a bit easier these days. Then there are analytics tools that give you a deeper understanding of your customers behavior, helping you make their journey with your brand even more seamless.

Technology 52

Technology Call Center Customer Satisfaction CRM 52

eglobalis

OCTOBER 1, 2024

Similarly, IT can work closely with Operations to ensure that the necessary technological infrastructure supports both departments’ needs. To facilitate collaboration between CX (Customer Experience) and Finance, the company can set a shared KPI related to customer retention rates and link it to financial performance metrics.

Customer Journeys 405

Customer Journeys Culture Leadership Effort Score 405

Thematic

FEBRUARY 5, 2025

If you feel like you are drowning in a sea of customer feedback and struggling to pinpoint the real concerns, then you are experiencing text analytics challenges. That’s why text analytics is important. Let’s take a look at some of the common text analytics challenges.

Analytics 62

Analytics Analysis Social Media Multi-Channel 62