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

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

Thematic

APRIL 3, 2025

By 2027, 87% of CX leaders plan to use AI-driven text analytics to power their customer interactions. Text analytics —especially when powered by AI—is changing that. The text analytics market is expected to skyrocket from around $29 billion to over $78 billion in the next few years. Let’s start.

Analytics 62

Analytics Trends Marketing Social Media 62

InMoment XI

NOVEMBER 13, 2024

Pulling unstructured data from different sources helps you build a comprehensive dataset covering every touchpoint in the customer journey. 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. References Semrush.

Customer Retention 195

Customer Retention How To Analysis ROI 195

ECXO

JUNE 11, 2023

Define your brand values and messaging – having a clear set of brand values and messaging is essential to creating a consistent experience across all touchpoints. How do customers experience your brand – across touchpoints? What does your business stand for – what makes you unique? How does your messaging build trust?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

InMoment XI

OCTOBER 17, 2024

InMoment’s award-winning custom text analytics platform can help quickly categorize and summarize open-text responses. How would you rate the communication you received from our hospital staff? They also provide crucial context and reasoning behind your customers’ quantitative scores. Utilize various types of questions.

Feedback 195

Feedback Effort Score Survey Customers 195

InMoment XI

SEPTEMBER 16, 2024

For instance, a hospital could have world-class medical staff delivering high-quality care. Hospitals and Clinics In hospitals and clinics, the medical staff gathers feedback from inpatients and outpatients to see what steps in the patient journey need improvement.

Feedback 195

Feedback Healthcare Hospitality Wait Times 195

InMoment XI

JANUARY 17, 2024

In the dynamic world of hospitality, the ability to manage and enhance the guest experience often spells the difference between those who win and those who get left behind. With travel consumers exposed to seemingly limitless hospitality solutions, providing an exceptional guest experience helps differentiate your brand from competitors.

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

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

Lumoa

OCTOBER 15, 2023

Not only does it elevate your response and accuracy rates (oh, and here are a few extra ideas to boost those response rates even more), but it also provides a clearer picture of what’s happening at various customer touchpoints and segments of the customer experience. Lengthy surveys? They won’t cut it here. That’s powerful stuff.

Feedback 195

Feedback Hospitality Analytics Touchpoint 195

Thematic

OCTOBER 30, 2024

2: Text analytics The core feature of any user research tool , including voice of the customer, is text analysis. For example, Amazon uses data analytics to suggest products and adjust prices based on what customers are doing online. Those great experiences boost a hospitality brand and encourage people to come back.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

InMoment XI

OCTOBER 4, 2024

From visiting your Instagram page to buying your product, each touchpoint along a customer’s journey contributes to their feelings about your brand and what it offers. 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.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ECXO

NOVEMBER 16, 2023

It’s being embedded into workflows and customer touchpoints. Predictive analytics are being used to anticipate customer needs, identify likely issues and and work out what comes next. Experiences reflective of past interactions, and rooted in future relevance, across all touchpoints. There’s so much to think about here.

Customer Experience 194

Customer Experience Chatbots Self Service Touchpoint 194

Lumoa

SEPTEMBER 10, 2018

Asking for customer feedback in the right time and via the right channel will not only boost your response and accuracy rates ( here’re few extra ideas of how you can improve the response rates ), but also will help you to understand what’s going on in the different customer touchpoints and in the different segments of the customer experience.

Feedback 170

Feedback Survey Hospitality Social Media 170

InMoment XI

DECEMBER 13, 2024

Modern customers interact with many touchpoints before making a purchase. One of the most crucial touchpoints in their journey is the call center. The analytical insights help improve customer satisfaction and retention. Take a product tour today to see how you can gain analytical insight into agent-customer interactions!

Call Center 195

Call Center Contact Center Social Media Effort Score 195

InMoment XI

SEPTEMBER 1, 2022

Invest in the Right Analytics: Predictive models help to extend lifetime value (LTV) by warning you when specific customers are likely to churn. Deploy Microsurveys at Key Touchpoints: Get customer feedback in the moments that matter. Why Is Customer Retention Important? Eliminate Customer Friction. Recover Customers Effectively.

Customer Retention 195

Customer Retention How To Customer Journeys Telecommunications 195

BirdEye

DECEMBER 19, 2024

Solution: Implemented Birdeye Surveys AI , integrated with their PMS (Appfolio), to automate feedback collection at key touchpoints: Move-in surveys Work order completion surveys Renewal feedback Custom resident satisfaction surveys Results: 54% increase in NPS promoters within 6 months Maintained a 4.5-star

Strategy 52

Strategy Marketing Social Media Hospitality 52

InMoment XI

APRIL 3, 2024

But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints. In other words, these touchpoints include a broad range of interactions and are constantly growing to encompass an ever-greater portion of the customer journey.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

BirdEye

DECEMBER 11, 2024

Why multi-location businesses need enterprise messaging software Multi-location businesses deal with unique challenges, such as managing a high volume of customer conversations, handling multiple communication channels, and analyzing critical customer touchpoints. Customers expect the same experience regardless of which branch they visit.

Communication 52

Communication Software Multi-Channel Social Media 52

CSM Magazine

SEPTEMBER 28, 2021

Now, as businesses reopen their doors and consumers engage in more leisure activities, we are seeing that those same platforms are providing a wealth of information that enhances the customer experience,” says Anthony Gaskell, Reputation’s EMEA Managing Director, “The hospitality industry is competitive. Acting on feedback.

Hospitality 52

Hospitality Study Consumers Social Media 52

PeopleMetrics

MARCH 1, 2018

You don't know which touchpoints need improvement. Touchpoints are simply ways that you interact with customers. If you’re in the hospitality business, a touchpoint could be your website as customers book their stay, the front desk as they check in, the hotel, the spa, the check out point, etc. Churning them.

Measurement 97

Measurement CEM Touchpoint Video 97

BirdEye

MARCH 6, 2025

Whether someone is searching for your services on Google, checking your reviews, or engaging with your social media posts, every digital touchpoint contributes to your brands visibility. Post at optimal engagement times based on audience analytics. AI-powered analytics tools can reveal patterns that manual analysis might miss.

Tips 85

Tips Tools Social Media Multi-Channel 85

Talkdesk

MARCH 17, 2020

The need for a customizable customer support solution is present in many industries and is particularly pressing for travel and hospitality. Proactive outreach for positive touchpoints. This cadence of touchpoints keeps customers informed, setting expectations and deflecting questions that might otherwise come into your contact center.

Contact Center 94

Contact Center Tourism Self Service Travel 94

Strativity

APRIL 11, 2018

As the healthcare industry increases digital touchpoints and capabilities, healthcare consumers are becoming more engaged and are demanding an improved patient experience. Hospitals’ and individual providers’ pay will eventually be partly based on how they are rated by patients. calls, emails, SMS, etc.), targeted marketing (e.g.,

Healthcare 67

Healthcare Multi-Channel Touchpoint Hospitality 67

Happy or Not

APRIL 1, 2025

Using the right customer feedback tool at key touchpoints in the customer journey allows companies to identify customer pain points and take action swiftly. By integrating real-time customer feedback solutions at strategic touchpoints, companies can collect valuable feedback directly related to specific experiences.

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36

Customer Guru

JANUARY 3, 2018

Mr. Rohit is the Co-Founder and Managing Director of Cloudnine Group of Hospitals – India’s leading chain of maternity, women, and childcare service hospitals. In this candid interview with Customer Guru, Mr. Rohit talks about the entire journey of the hospital, from a single unit to a multicity-chain across India.

Customer Centricity 95

Customer Centricity Healthcare Hospitality Management 95

Wootric CX Blog

MARCH 15, 2020

They operate in the hospitality sector which has been particularly hard hit. Improve customer experience at customer journey touchpoints. Source: Wootric CXInsight Analytics Platform. We offered to work out a plan to enable her to continue to get customer feedback during this critical time.

Company 125

Company e-support How To Chief Customer Officer 125

Experience Matters

APRIL 7, 2015

Powered by the industry’s most sophisticated text analytics engine, Clarabridge collects and transforms all forms of customer feedback into intelligence, allowing businesses to activate the voice of the customer across the enterprise. Successful VoC programs need strong text analytics solutions. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

BirdEye

FEBRUARY 4, 2025

Boost local SEO rankings with AI-generated keyword insights and listing performance analytics. Automate response workflows, ensuring quick and consistent engagement across all touchpoints. Detect and fix inconsistencies automatically, ensuring 100% listing accuracy at all times.

Tools 52

Tools Brands Management Multi-Channel 52

BirdEye

DECEMBER 27, 2024

Follow up meaningfully after private customer feedback before requesting public reviews.

Multi-Channel 52

Multi-Channel Social Media Feedback Analysis 52

Retently

SEPTEMBER 3, 2023

Given the dynamic hospitality landscape, where user experiences can make or break a business, Airbnb stands as a prime example of how customer feedback can shape an industry giant. Join us as we analyze Airbnb’s surveys, explore their structure, and see how Airbnb redefines the travel and hospitality industry through insights.

Net Promoter Score 78

Net Promoter Score Survey NPS Touchpoint 78

SurveySensum

DECEMBER 18, 2024

To improve customer tolerance level, you can: Add more customer touchpoints for assistance Enhance transparency about service issues Simplify accessibility and processes 3. Share these insights across teams with detailed and analytical NPS reports to align efforts toward improving customer satisfaction.

Net Promoter Score 52

Net Promoter Score NPS Effort Score Survey 52

Second to None

JULY 5, 2024

As a result, sectors like retail, hospitality, and entertainment are feeling the impact. They must ensure that every touchpoint, from marketing to post-purchase support, is seamless. This lets them provide custom and seamless experiences across all touchpoints. The cost of essential items is going up.

Consumers 71

Consumers How To Social Media Omni-Channel 71

Clarivate

JULY 28, 2022

Having to balance the still increasing demand for consumer-centric processes with a newly volatile job market, hospital and health system leaders have been coming to terms with how staff and patient experiences are often reflective of one another. If patients are unhappy, staff will bear the brunt of complaints and concerns.

System 52

System Hospitality Healthcare Gamification 52

SurveySparrow

JUNE 30, 2024

Quick question : would you rather go to the 4 star hospital, with hundreds of positive reviews, that’s 2 kilometers away? But healthcare reputation management is actually a crucial area for hospitals, clinics, and doctors – one that is very much within their control. It can seem like patient feedback is out of your control.

Healthcare 52

Healthcare Management Hospitality Social Media 52

SurveySparrow

MAY 28, 2024

In the US, you must implement the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. Plus, you can dive deep into the data with sentiment analysis and AI-driven text analytics. A hospital feedback form is sent to the patients to address their needs and suggestions before the next visit.

Feedback 52

Feedback Healthcare Hospitality Survey 52

Second to None

JULY 5, 2024

As a result, sectors like retail, hospitality, and entertainment are feeling the impact. They must ensure that every touchpoint, from marketing to post-purchase support, is seamless. This lets them provide custom and seamless experiences across all touchpoints. The cost of essential items is going up.

Consumers 62

Consumers How To Social Media Touchpoint 62