eglobalis

NOVEMBER 12, 2024

Develop a Deep Understanding of Client Needs Moving beyond surface-level engagement requires a nuanced understanding of the client’s industry, market pressures, and specific pain points. Use predictive analytics and regular risk assessments to identify potential project bottlenecks early.

Customer Centricity 509

Customer Centricity Strategy B2B Consulting 509

eglobalis

OCTOBER 30, 2024

The Current Landscape AI in the Workplace AI technologies are now integral across virtually every industry. AI applications in the workplace range from advanced data analytics and predictive maintenance to sophisticated communication tools and personalized employee support systems.

Employee Experience 474

Employee Experience Customer Experience Employee Engagement Telecommunications 474

Calabrio

FEBRUARY 28, 2025

Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. What is voice analytics? What is voice analytics? It delves deeper into the emotional and contextual layers of speech.

Contact Center 130

Contact Center Analytics Analysis Self Service 130

InMoment XI

DECEMBER 13, 2021

In the latest 2021 Insights Association Top 50 Market Research and Data Analytics report, InMoment ranks in the top 20 established industry reports and market research or market experience (MX) brands, alongside other powerhouse brands such as JD Power, Gartner Research, and Forrester Research Services.

Analytics 370

Analytics Data Marketing Customer Journeys 370

InMoment XI

FEBRUARY 22, 2022

When it comes to experience programs, text analytics software has been revolutionising data interpretation since the capability arrived on the scene. Over the next five years, I worked in the market research industry and found that too many tasks are manual process-rich, as well as subject to human error.

Analytics 370

Analytics Software Tips eBook 370

InMoment XI

AUGUST 3, 2023

Mastering unstructured data analytics is going to be key for any business wanting to improve the customer experience , and succeed in today’s business environment. Leveraging unstructured data analytics is the key to transforming this raw data into actionable insights that can transform your customer experience strategy.

Analytics 366

Analytics Customer Insights Data Social Media 366

eglobalis

FEBRUARY 3, 2025

Predictive Analytics for Proactive Support Predictive analytics powered by AI allows B2B businesses to anticipate customer needs and address issues before they arise. Similarly, SAP has been using its SAP Predictive Analytics tool since 2013 to help businesses forecast demand, optimize inventory, and improve service delivery.

B2B 381

B2B Customer Journeys Customer Experience Chatbots 381

eglobalis

JANUARY 20, 2025

To achieve reliability, companies can invest in predictive analytics and supply chain visibility tools. Companies that invest in predictive analytics and AI in systems such as CDPs and other many technologies available today to anticipate customer requirements often see higher retention rates.

B2B 418

B2B Loyalty Loyalty Programs Innovation 418

InMoment XI

OCTOBER 19, 2021

My name is Melanie Disse and I have over 10 years of industry experience—most recently in a VoC role at Mercury New Zealand. In a nutshell, Lexalytics, and Tethr are data analytics platforms focusing on structured and unstructured customer data, as well as solicited and unsolicited feedback. We have bots, call notes, and so much more.

Analytics 370

Analytics Data Customer Experience Social Media 370

PeopleMetrics

JANUARY 20, 2025

When I wrote Listen or Die , text analytics was already emerging as the backbone of Voice of the Customer (VoC) programs. Fast forward to 2025, and weve entered a new era of text analytics. Summarization at Scale In 2017, text analytics tools often produced raw data like word clouds, sentiment scores, and theme counts.

Analytics 118

Analytics Airlines Trends Feedback 118

eglobalis

NOVEMBER 5, 2024

Recognized and Celebrated as a Thought Leader Solis’s pioneering work has earned him numerous accolades from respected publications and industry leaders. ” – Rethink Industries “The futurist we all need now.” ” – Rethink Industries “The futurist we all need now.”

Leadership 461

Leadership Innovation Social Media Trends 461

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. This collaborative effort led to innovative features like enterprise-specific collaboration tools and tailored user experiences for different industries.

B2B 285

B2B Company Customer Journeys Innovation 285

eglobalis

FEBRUARY 24, 2025

Example: Siemens partners with regional teams to tailor industrial automation solutions. AI Enhances CX Strategy Real-Time Data Informs, but Strategy Requires Humans AI-powered analytics provide incredible real-time insights, but strategic alignment with broader business goals requires human expertise.

B2B 288

B2B Culture Innovation Loyalty 288

eglobalis

MARCH 24, 2025

This detailed analysis explores the current limitations that prevent AI agents from fully replacing human operators in contact centers, supported by practical examples from industry leaders across sectors, revealing why human involvement remains indispensable.

Contact Center 323

Contact Center Virtual Agent Chatbots Banking 323

eglobalis

DECEMBER 11, 2024

Siemens (Germany): Siemens employs A/B testing and multivariate testing to refine its industrial automation solutions. North America General Electric (USA): GE uses comprehensive experimentation strategies to optimize its industrial products and services.

Customer Journeys 353

Customer Journeys Effort Score Omni-Channel Social Media 353

ECXO

AUGUST 2, 2023

With the cost-of-living crisis continuing and the UK now in a recession, industries have to acclimatise to shifting market trends and consumer behaviour to maintain revenue and hit sales targets. As an AI leader, SAS is uniquely positioned to support telco operators’ marketing needs.

Consumers 296

Consumers Industry Telecommunications Return on Investment 296

InMoment XI

NOVEMBER 15, 2023

Customer experience analytics is the practice that empowers businesses to do just that. We’ll explore what customer experience analytics is, where it comes from, important metrics to consider, its benefits, real-world examples, and how to drive value from this practice. What is Customer Experience Analytics?

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

InMoment XI

DECEMBER 18, 2024

What to Look for in Contact Center Automation Software Text and Speech Analytics Integrations Reporting Customizable Alerts The right contact center automation software boosts agent productivity and customer satisfaction. Text and speech analytics use machine learning to provide instant insights into emotions, context, and intent.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

InMoment XI

NOVEMBER 14, 2024

Some of this activity could be relevant to your brand and industry. Sentiment Analysis Competitor Analysis Multi-Platform Coverage Keyword and Hashtag Tracking Analytics and Reporting Content Creation and Scheduling CRM Integration A social listening tool lets you tap into online conversations around your business.

Tools 195

Tools Social Media Customer Experience Analysis 195

AWS Machine Learning

NOVEMBER 12, 2024

In this blog post, we demonstrate prompt engineering techniques to generate accurate and relevant analysis of tabular data using industry-specific language. A user can ask a business- or industry-related question for ETFs. The results are similar to fine-tuning LLMs without the complexities of fine-tuning models.

Financial 103

Financial Industry Analysis Data 103

Joe Rawlinson

JANUARY 24, 2025

Without a clear understanding of business analytics, entrepreneurs risk making decisions that may harm growth and profitability. Business analytics isnt just for large corporations. This article dives into the essential role of business analytics and how entrepreneurs can use it to achieve long-term success.

Analytics 78

Analytics Financial Return on Investment e-support 78

InMoment XI

DECEMBER 10, 2024

A churn prediction tool like InMoment simplifies this process by leveraging analytics to highlight these at-risk profiles and segments. Leverage analytics to understand their pain points and goals. Its advanced text analytics and AI Journey Insights help identify churn drivers and hidden pain points to improve retention rates.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

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

SEPTEMBER 3, 2024

When you analyze the natural language interactions between customers and an organization, conversational analytics unlocks a wealth of insights that can be used to resolve issues faster, enhance agent performance, reduce costs, and demonstrate the value of customer service investments. What is Conversational Analytics?

Analytics 195

Analytics Data Social Media Average Handle Time 195

InMoment XI

JULY 11, 2024

Speech analytics is quickly becoming a foundational aspect of successful experience improvement programs. However, the rise of speech analytics has given businesses to understand their customers like never before. What is Speech Analytics? What is Contact Center Speech Analytics? How Does Speech Analytics Work?

Analytics 195

Analytics Contact Center e-support Healthcare 195

ECXO

DECEMBER 4, 2024

However, establishing an effective customer success function varies significantly between industries due to differences in operational models, customer expectations, and interaction dynamics. The specific KPIs used may vary depending on the company’s goals, industry, and customer segment. Nature of Product/Service 1.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

InMoment XI

OCTOBER 23, 2024

Offer industry-specific solutions and insights. By providing industry-specific insights, whitepapers, or reports on market trends, you can establish yourself as an authoritative bank. For instance, First National Bank partnered with InMoment to better analyze data across all touchpoints using a custom text analytics model.

Banking 195

Banking Customer Experience Effort Score Financial 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

eglobalis

JULY 31, 2024

We will also explore the unique challenges faced by the CX industry and how specific MarTech solutions can benefit B2B customers, with a global focus. Analytics and Reporting Tools Solutions like Google Analytics, HubSpot, and (Salesforce)Tableau among others provide in-depth insights into marketing performance across various channels.

Customer Experience 425

Customer Experience Social Media Analytics Chatbots 425

Calabrio

MARCH 25, 2025

Types of VoC Tools Voice of the Customer tools can, broadly speaking, be categorized into three main types, each serving a distinct purpose in capturing and analyzing customer feedback: Reporting and analytics tools These tools are designed to extract meaningful insights from customer interactions.

Software 130

Software Customer Journeys Tools Contact Center 130

eglobalis

MARCH 13, 2025

Leverage Customer Insights : Utilize customer feedback and analytics to identify pain points and opportunities, demonstrating a data-driven approach to decision-making. Present case studies and industry benchmarks that show measurable gains from CX investments.

Leadership 232

Leadership B2B B2C Effort Score 232

InMoment XI

DECEMBER 23, 2021

Now it’s time to leverage analytics to get to the actionable insights in your data. That’s when text analytics come into the picture. Text analytics are vital to your brand’s ability to understand your customer and employee experiences. That’d be a non-starter without effective text analytics. Steps #3: Understand.

Customer Experience 397

Customer Experience Analytics eBook Survey 397

InMoment XI

JUNE 28, 2022

Announcement #2: InMoment Named a Leader in People-Oriented Text Analytics Platforms Report for Q2, 2022. Our next InMoment announcement covers a report by third-party analyst, Forrester, entitled “The Forrester Wave : People-Oriented Text Analytics Platforms, Q2, 2022.” Forrester Research, Inc.

Analytics 74

Analytics Feedback Report Industry 74

InMoment XI

OCTOBER 30, 2024

As a result, CX is now a major differentiator in the hyper-competitive insurance industry. Commercial insurance customer experience : Commercial clients need customized solutions for their specific industry risks. In an industry where products are often similar across providers, customer experience can be a key differentiator.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195