eglobalis

JANUARY 7, 2025

” Using insights from financial advisors and SME owners, they developed user-friendly analytics tools to assist with budgeting and cash flow projections. The emphasis is on creating something users can interact with to provide actionable feedback. Methods : Usability testing, A/B testing, focus groups, and live simulations.

B2B 290

B2B Company Customer Journeys Innovation 290

ECXO

MARCH 6, 2025

How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. This helps make the customer real for teams who may not interact with buyers daily.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

NOVEMBER 21, 2024

Importance of Customer Analytics Customer analytics provides a blueprint for delivering exceptional customer service. Businesses are set to revolutionize how they gather and respond to customer feedback, shifting from traditional surveys to AI-driven VoC analytics.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

InMoment XI

NOVEMBER 7, 2024

Customer experience automation refers to automating interactions or touchpoints throughout the customer journey. Scalability Customer experience automation systems can handle high columns of interactions simultaneously. What is Customer Experience Automation? Orchestration refers to creating a cohesive and smooth customer journey.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

CloudCherry

FEBRUARY 26, 2019

Key Takeaways from Forrester Report on the State of Customer Analytics. The findings of the 2018 Forrester Report on the State of Customer Analytics are based on an online survey in which 144 North American analytics and measurement pros , from a broad set of industries, took part. Retailers find other ways to use analytics too.

Analytics 256

Analytics Report Analysis Study 256

eglobalis

APRIL 6, 2025

This three-part analytical series aims to dissect and explain the most critical dimensions of value creation in technology, telecom, contact centers, and high-tech manufacturing. Firms that make interactions effortlessfrom onboarding to supportcan significantly boost customer retention. Boston Consulting Group , September 28, 2023.

Contact Center 271

Contact Center B2B Competitive Advantage Self Service 271

InMoment XI

NOVEMBER 26, 2024

Customer journey maps may also be called customer interaction maps, customer corridors, or service blueprints. Different journey maps provide unique insights, whether you’re looking to understand how customers interact with your brand today, envision an ideal future state, or analyze internal processes that affect customer outcomes.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

MARCH 14, 2025

When you find the pain points in customer interactions, you know where to focus on your quest to deliver better service, faster resolutions, and improved customer experiences. 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.

Call Center 195

Call Center Metrics Tools First Call Resolution 195

Thematic

MARCH 20, 2025

It’s not luck—it’s text analytics. But text analytics can do this in a breeze. Powered by AI, text analytics help businesses quickly identify what customers love, what frustrates them, and what they want next. Here are seven ways text analytics helps in product development. Want to reduce churn?

Analytics 62

Analytics Social Media Banking Analysis 62

Calabrio

MARCH 25, 2025

In today’s digital landscape, this involves gathering data from diverse sources like surveys, social media, online reviews and, crucially, contact center interactions. Conversation analytics solutions delve deeper into the content of these interactions, revealing customer sentiment and key topics of discussion.

Software 130

Software Customer Journeys Tools Contact Center 130

InMoment XI

OCTOBER 30, 2024

These expectations stem from a need for both efficient digital solutions and the human touch of in-person interactions. Ensure an Omnichannel Customer Journey Customers are no longer comfortable restricting themselves to a single interaction channel. Invest in Digital Channels Customers are increasingly keen on digital interactions.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

ECXO

AUGUST 19, 2024

Benefits of Experimentation in CX Programs Boosted Customer Satisfaction : By testing different approaches to customer interactions, businesses can discover the most effective strategies for enhancing satisfaction. Advanced analytics tools can interpret this data, ensuring decisions are evidence-based.

Customer Journeys 369

Customer Journeys Customer Experience Net Promoter Score Effort Score 369

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. Both groups of technologies can be utilized to make analytics more actionable. By the way, did you know that Lumoa’s analytics is powered by AI?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

eglobalis

SEPTEMBER 16, 2024

Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints. Therefore, understanding the needs of each group is essential. This includes regular touchpoints with sales and support teams who interact with customers on the ground.

B2B 378

B2B Strategy Customer Experience Customer Journeys 378

ECXO

FEBRUARY 3, 2025

Todays customers expect more than just a product or servicetheyre looking for meaningful interactions, personalized attention, and a team that understands their needs before they even voice them. For businesses, these bad interactions dont just result in lost salesthey ripple out to cause long-term damage. Negative word-of-mouth.

Sales 259

Sales Customer Experience e-support Examples 259

Thematic

MARCH 20, 2025

Text analytics. What is text analytics ? And before you think, “Nah, analyzing text is hard,” here’s the good news: AI-powered text analytics makes it easy to analyze customer feedback at scale. Let’s talk about how AI text analytics can help your business. Let’s go!

Analytics 62

Analytics Customer Service Analysis e-support 62

Calabrio

MARCH 25, 2025

More than half of consumers already said they preferred interacting with AI bots over humans for immediate service needs. In fact, as stated above, a chatbot without a rigorous QA process can quickly lead to customer frustration and churn, driving users away with just one poor interaction.

Chatbots 130

Chatbots Contact Center Self Service Virtual Agent 130

ECXO

DECEMBER 25, 2024

Companies that can master the balance between driving growth and fostering genuine, positive interactions with their customers are not just survivingthey’re thriving. Example Action: Use tools like customer journey mapping software or feedback surveys to visualize and refine key interactions.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

eglobalis

JANUARY 28, 2025

This event also marked the 15-16th anniversary of Paul’s and Brent’s groundbreaking CRM Playaz program (vlogcast) , a milestone worth celebrating with an amazing group of high achievers, executives, thought leaders, and great companies such as Oracle, Salesforce, and Zoho CRM, Zoom , among others.

CRM 195

CRM Customer Centricity Customer Engagement Engagement 195

C3Centricity

JANUARY 25, 2025

As Laurie Buczek, Group Vice President, Executives Insights and Leadership Services at IDC said when launching their latest FutureScape report: Marketings future is represented by AI-fueled transformation. Perhaps you’re using them for content creation, basic analytics, or campaign optimisation. Source ) The disconnect?

Marketing 156

Marketing Strategy How To Analytics 156

Lumoa

JANUARY 24, 2024

That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. When to use text analytics This situation is where automated text analytics in customer feedback is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic.

Analytics 195

Analytics Feedback Net Promoter Score Analysis 195

Retently

JANUARY 13, 2025

Key Takeaways CES is a critical metric for understanding how easy or difficult it is for customers to interact with your business. Choosing a CES tool that fits your business needs whether its for automation, real-time feedback, or advanced analytics ensures you can collect meaningful data and act on it effectively.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

AWS Machine Learning

NOVEMBER 15, 2023

Principal is conducting enterprise-scale near-real-time analytics to deliver a seamless and hyper-personalized omnichannel customer experience on their mission to make financial security accessible for all. They are processing data across channels, including recorded contact center interactions, emails, chat and other digital channels.

Omni-Channel 117

Omni-Channel Financial Groups Analytics 117

InMoment XI

OCTOBER 17, 2024

InMoment’s award-winning custom text analytics platform can help quickly categorize and summarize open-text responses. What are they hoping to accomplish by interacting with your business? Is there anything additional you’d like to share regarding your interaction with our business/product/service/?

Feedback 195

Feedback Effort Score Survey Customers 195

Thematic

MARCH 20, 2025

So, how exactly is AI changing the game for customer insights and predictive analytics? Manually analyzing this data was inefficient, so they turned to AI-powered text analytics to extract meaningful insights. That’s predictive analytics in action—and it’s not just for streaming. Those that don’t?

Customer Insights 62

Customer Insights Analytics Social Media Analysis 62

Thematic

JANUARY 28, 2025

Maybe you’ve heard about tools like text analytics but aren’t sure how they work or where to start. This beginner’s guide will walk you through how text analytics works , from gathering raw feedback to uncovering the trends that drive smarter decisions. Your text analytics tool will have to clean it.

Analytics 62

Analytics Analysis Social Media Effort Score 62

Interactions

MARCH 14, 2025

At Interactions, weve been dotting the is and crossing the ts on data security and compliance concerns for two decades. While our company mission is to make every interaction between our clients and our customers effortless, we also apply that same ethos to our role as a partner. You choose exactly how we manage your data.

Financial 62

Financial Interaction Call Recording eBook 62

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. Now you can have agents self-correcting,” said Peter Tubb, head of Global Trading Services, IG Group. What do I need to work on?’

Contact Center 52

Contact Center Analytics Report Data 52

InMoment XI

FEBRUARY 25, 2022

Making the experience for customers positive and attractive at each point where the company interacts with them requires an in-depth understanding of both customer needs and how what the company currently does achieves that goal, particularly through the employees. Employee Advocates are Essential to Customer Experience—and Overall—Success.

Company 397

Company B2C Employee Experience Culture 397

Thematic

FEBRUARY 3, 2025

Through text analytics –transforming textual data into crystal-clear insights for smarter decisions. If you’re still wondering how text analytics can help businesses, here are 10 impactful text analytics applications today. That’s where text analytics tools come in.

Analytics 62

Analytics e-support Social Media Net Promoter Score 62

Calabrio

MARCH 5, 2025

Analytics What is First Call Resolution? In essence, it tracks how often a customer’s problem is solved without the need for follow-up calls, emails, chats, or other interactions. In essence, it tracks how often a customer’s problem is solved without the need for follow-up calls, emails, chats, or other interactions.

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

InMoment XI

MARCH 4, 2022

Since the inception of the industry, targeted surveys have been seen as a foundational listening and research tool that leverages strategic questions to collect data from a specific group of customers. Sending out a targeted survey is the first step to improving customer experiences, employee experiences, and even the bottom line.

Survey 417

Survey Customer Experience Touchpoint Exercises 417

Thematic

JANUARY 27, 2025

If you've read our article on the benefits of text analytics , then you already have an idea of how businesses use this powerful tool to uncover patterns and insights from unstructured data. Definition and Scope of Text Analytics Let’s start with what text analytics is. But what about sentiment analysis?

Analysis 62

Analysis Analytics Banking Case Study 62

Thematic

FEBRUARY 23, 2025

Businesses need text analytics done right to extract valuable insights that they can use for effective decision-making. Setting Clear Objectives for Text Analytics Before diving into text analytics, it’s essential to define clear objectives. One of the top challenges in text analytics is dealing with unstructured text.

Analytics 62

Analytics Social Media Analysis e-support 62

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 334

Employee Experience Analysis Multi-Channel Employee Engagement 334

Thematic

JANUARY 16, 2025

That’s where text analytics comes in. Let’s explore how text analytics works, why it’s a game-changer, and how you can use it to turn feedback into better decisions. Let’s dive in and discover the transformative power of text analytics for your business! What Is Text Analytics?

Analytics 62

Analytics Data Net Promoter Score Analysis 62

Thematic

JANUARY 29, 2025

And that’s where text analytics comes in. Here, similar comments or responses are grouped into themes to understand what customers are really saying. These techniques help you analyze customer feedback by grouping similar responses. R eal-time text analytics makes that possible. That’s huge!

Analysis 62

Analysis Analytics Feedback Net Promoter Score 62