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

eglobalis

SEPTEMBER 16, 2024

Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints. Mapping key touch-points—such as contract negotiations, product demos, and post-sales support—can highlight areas where you can enhance the experience.

B2B 372

B2B Strategy Customer Experience Customer Journeys 372

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

Uniphore

JANUARY 4, 2022

Speech Analytics. Analyze Analytics and insights from 100% of interactions across all channels. At Uniphore Converse 2022, enterprise executives from CX to Sales will learn the latest innovations in automation, conversational AI and emotion intelligence. Case Studies. White Papers. Infographics. Conversational AI. Emotion AI.

Contact Center 317

Contact Center Multi-Channel Innovation Customer Retention 317

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.

Self Service 198

Self Service Strategy Contact Center Virtual Agent 198

C3Centricity

JANUARY 25, 2025

We only see the tip of the iceberg today, and lying underneath is a world where AI becomes the new operational fabric of marketing and sales, redefining the role of marketing, the people who work within marketing, and the way brands deliver a compelling, engaging customer experience. As a CMO, you’ve likely already invested in AI tools.

Marketing 156

Marketing Strategy How To Analytics 156

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

ECXO

JUNE 20, 2023

They are judging companies on environmental, social, and governance (ESG) claims, and more importantly the action they take. McKinsey with NielsenIQ looked at five years of sales data from 2017 to mid-2022. For complex B2B solutions, sales cycles can take months. They may order online and never contact your sales team.

B2B 367

B2B Brands Innovation Government 367

AWS Machine Learning

AUGUST 9, 2024

This post provides an overview of a custom solution developed by the AWS Generative AI Innovation Center (GenAIIC) for Deltek , a globally recognized standard for project-based businesses in both government contracting and professional services. Deltek serves over 30,000 clients with industry-specific software and information solutions.

Government 125

Government Healthcare Knowledge Base Innovation 125

Vonage

MARCH 27, 2018

We explored this topic in a recent webinar featuring Ian Jacobs, principal analyst at Forrester Research; customer service expert Justin Robbins; and our own vice president of product, sales and service Wyndham Hudson. Use a cross-functional, vested team to govern the program. Here’s a summary of what we learned. .

Omni-Channel 228

Omni-Channel Banking Touchpoint Customer Journeys 228

COPC

OCTOBER 8, 2024

But here’s the reality: none of that happens without reliable data governance. However, the surge in AI adoption means governance frameworks must adapt to keep pace. Data governance is necessary to maintain these models’ reliability and meet internal and regulatory guidelines. Meanwhile, active data enables agility.

Government 89

Government Data Hospitality Healthcare 89

ECXO

AUGUST 30, 2023

Making the most of customer data by using analytics to better understand who your customers are (and what they want) can help you create better real-time customer experiences. Almost 75 percent have increased spending on real-time customer analytics. Only 22 percent of those surveyed say they are effective in using analytics and data.

Marketing 156

Marketing Analytics Government Survey 156

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Long-term actions are based on the analytics results of the customer feedback. Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down?

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

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

ECXO

JUNE 23, 2024

According to the Cambridge Dictionary, the definition of a double agent is “a person employed by a government to discover secret information about enemy countries, but who is really working for one of these enemy countries”. “But what are you talking about?”, you might be asking, well, let me explain to you better.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Gainsight

JANUARY 26, 2022

CS adds value to all parts of your business, whether Product, Sales, or Marketing. By advising and incorporating CS ideas into other teams in your company, especially Sales, they make the team members better at what they do. A CSQL is similar to a Marketing Qualified Lead (MQL) or Sales Qualified Lead (SQL).

Sales 111

Sales ROI Customer Success Customer Centricity 111

TechSee

JUNE 16, 2022

He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. He has advised governments and clients across 45 states and over 60 countries, and his books and articles have been translated into over a dozen languages. Follow on LinkedIn. Brad Cleveland, Author, Speaker & Consultant. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Lumoa

NOVEMBER 7, 2022

From product and service design, to support, sales and management, more and more teams are starting to harness the power of customer insights. Now, CX insights have moved beyond text feedback to analyzing and measuring the experience of customer service or sales calls. And it’s not going away anytime soon.

Trends 195

Trends Customer Experience Competitive Advantage Feedback 195

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. This often gets translated into the following business text: SALES! MORE SALES! There is a basic understanding that investing in sales means earning business results. Absurd, right?

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. Built-in B2B Customer Experience Governance 1.

Government 62

Government B2B Customer Experience Customer Journeys 62

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

NICE inContact

JULY 29, 2019

billion in annual sales, Omega World Travel is one of the largest travel management companies in the U.S. Approximately 200 onsite and virtual agents handle corporate, government and leisure travel, making or modifying reservations, generating quotes and exchanging tickets.

Travel 27

Travel Innovation Virtual Agent Contact Center 27

AWS Machine Learning

FEBRUARY 20, 2025

Verisk (Nasdaq: VRSK) is a leading data analytics and technology partner for the global insurance industry. Through advanced analytics, software, research, and industry expertise across more than 20 countries, Verisk helps build resilience for individuals, communities, and businesses.

Knowledge Base 107

Knowledge Base Insurance Guidelines Innovation 107

eglobalis

SEPTEMBER 30, 2017

Die CXPA unterstützt die berufliche Weiterentwicklung ihrer Mitglieder und fördert die Bereiche Customer Experience, Customer Insight, People Experience, Analytics, Sales, Marketing und Care. Web, Call Center, persönliche Meetings, Verkaufsstellen, Mobile Commerce etc.),

Customer Experience Professionals 159

Customer Experience Professionals CEM Customer Experience Customer Experience Management 159

datastax

JANUARY 2, 2019

Here are the top six data management trends for 2019: Analytics, analytics, analytics . Personalized experiences, real-time insights, 360-degree customer views: the power of analytics can never be understated. Data governance. To this end, data governance will become increasingly prominent in 2019 and beyond.

Trends 105

Trends Data Management Government 105

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. A growing number of professionals have responsibility for assessing and improving customer experience in many channels (e.g.,

Customer Experience Professionals 156

Customer Experience Professionals CEM Customer Experience Customer Experience Management 156

Experience Matters

JANUARY 20, 2015

It has implemented many changes to help achieve this goal, including providing service over the phone and investing in text and speech analytics to better identify customer pain points and improve the behaviors and skillsets of its call representatives. It serves over 50,000 monthly site visitors and 300 state and local governments.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Customer Bliss

JANUARY 25, 2018

Put in a continuous improvement program with the governance team. Understanding the culture of the relationship between the sales rep and customer was a huge eye opener for me. I realized, these are my partners and they’ll tell me more than I can ever get from reading surveys and analytics. Click To Tweet.

Leadership 175

Leadership Culture Government B2B 175

Comm100

MAY 20, 2022

Clicking this button opens a chat window connecting visitors instantly with an agent for support, sales, technical help, or anything else they might need assistance with. . Live chat analytics give you valuable insight into your agents as well. Fitbit – Generating millions in new sales. In addition, our sales team loves it.

Software 237

Software Wait Times Multi-Channel Consumers 237

Horizon CX

OCTOBER 3, 2020

Governance. This can take many forms, but the most common one is the establishment of a governing body to lead the discussion as to how the organization must act and behave differently to be perceived by their customers as one that is completely focused on them. This is the outside-in approach to business versus inside-out.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Survey 130

NICE inContact

NOVEMBER 1, 2018

One of the most critical aspects of listening to customers comes from listening to them across every interaction in their customer journey be it an interaction with a sales representative, or talking to billing experts or service professionals. Employing rich interaction analytics, looking for key words in conversations is one way.

Government 120

Government Feedback Interaction Survey 120

transcosmos Information Systems

OCTOBER 4, 2016

Big Data and Analytics. These algorithms can also be used to predict data patterns from connected devices, which, in turn, can be used to build data analytics capabilities and new data sets. Security Infrastructure, Compliance, and Governance. Web Developing.

Industry 112

Industry Competitive Advantage Analytics Government 112

AWS Machine Learning

APRIL 1, 2025

This approach makes sure that the LLM operates within specified ethical and legal parameters, much like how a constitution governs a nations laws and actions. His core area of expertise include Technology Strategy, Data Analytics, and Data Science. In his spare time, he enjoys playing sports, binge-watching TV shows, and playing Tabla.

Knowledge Base 63

Knowledge Base Healthcare Guidelines System 63

TechSee

AUGUST 14, 2023

He has advised governments and clients across 45 states and over 60 countries, and his books and articles have been translated into over a dozen languages. He has over 20 years of customer service, sales, and management experience, with a laser focus on contact centers.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

CSM Magazine

DECEMBER 4, 2023

As businesses increasingly prioritize the incorporation of environmental, social, and governance (ESG) initiatives into their daily operations, many executives are rightfully pondering not only the moral implications of responsible ESG practices but – perhaps more importantly – how to quantify their impact on corporate financial performance (CFP).

Financial 105

Financial Analysis Government Healthcare 105

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Long-term actions are based on the analytics results of the customer feedback. Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down?

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Brandwatch CX

JANUARY 1, 2020

News of a discount could up sales. What’s the difference between social listening, analytics and intelligence? Social media analytics. Social media analytics is the process of actually analysing that data, again often with a tool like ours. Government. Even government departments can get involved.

Social Media 124

Social Media B2C Case Study Analysis 124