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. So how can you optimise your text analytics software and, ultimately, strengthen your customer experience (CX) program? A solution with real-time analysis, reporting and action.

Analytics 370

Analytics Software Tips eBook 370

eglobalis

MARCH 30, 2025

This article examines in detail how businesses in both B2B and B2C contexts are leveraging AI, sentiment analysis, voice-of-customer (VoC) platforms, predictive analytics, and streaming data to capture customer insights in the moment. To manage this flood of information, organizations increasingly rely on automation and AI.

Survey 312

Survey Banking NPS Effort Score 312

eglobalis

OCTOBER 30, 2024

AI applications in the workplace range from advanced data analytics and predictive maintenance to sophisticated communication tools and personalized employee support systems. Well-trained employees can better understand and meet customer needs, providing personalized and informed interactions that enhance the overall customer experience.

Employee Experience 474

Employee Experience Customer Experience Employee Engagement Telecommunications 474

eglobalis

JANUARY 20, 2025

To achieve reliability, companies can invest in predictive analytics and supply chain visibility tools. Moreover, conducting regular performance audits and maintaining proactive communication during potential disruptions ensures clients are always informed, further solidifying their confidence in the partnership.

B2B 418

B2B Loyalty Loyalty Programs Innovation 418

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

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. Emails, social media posts, customer reviews, call center transcripts, and open-ended survey responses—all hold crucial information about customer sentiment and preferences.

Analytics 366

Analytics Customer Insights Data Social Media 366

ECXO

JULY 4, 2023

Batch AND Real-time Marketing Analytics, instead of Batch OR Real-time Using technology and analytics to support marketing is not especially new. But if you want to drive behavior based on given interactions with your brand as they happen, then real-time marketing analytics is the friend you never knew you always wanted.

Analytics 374

Analytics Marketing Fashion Advertising 374

eglobalis

MARCH 24, 2025

Risks of Hallucinations and Accuracy Issues Generative AI models frequently suffer from “hallucinations,” generating plausible but false information. For instance, CVS Health experienced critical inaccuracies with an AI that suggested incorrect medication information, creating serious safety concerns and reputational damage.

Contact Center 323

Contact Center Virtual Agent Chatbots Banking 323

InMoment XI

DECEMBER 18, 2024

These insights ensure agents dont miss out on valuable information they can use to satisfy and retain clients. Tools like real-time call transcriptions provide agents with the information they need for quick and effective issue resolution. Businesses looking to increase their contact center ROI should invest in automation.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

C3Centricity

NOVEMBER 26, 2024

Why Radical Consumer Centricity Matters As consumers become more informed, connected, and demanding, consumer-first approaches that lack depth lose their appeal. A recent study by McKinsey found that 87% of companies leveraging advanced customer analytics outperform their competitors in customer retention and engagement ( McKinsey ).

Competitive Advantage 290

Competitive Advantage Consumers Banking Loyalty 290

Calabrio

FEBRUARY 25, 2025

Workforce Management Stay Focused on Your Business: Introducing Calabrio Managed Services for Analytics and Workforce Management Share Between increasing customer expectations and an influx of new technology, many contact centres are overwhelmed. Want to learn how modern multichannel analytics can help your brand?

Analytics 130

Analytics Management Return on Investment Resources 130

InMoment XI

NOVEMBER 18, 2024

Why Is Customer Behavior Analysis Important Customer behavior analysis provides information that helps businesses meet customer needs, build stronger relationships, and drive business growth. Informed Marketing Decisions Analyzing customer behavior allows you to craft more effective marketing strategies.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

NOVEMBER 21, 2024

Importance of Customer Analytics Customer analytics provides a blueprint for delivering exceptional customer service. It enables informed decision-making for CX teams. It informs product improvement strategy. Analyzing this qualitative data requires conversational analytics solutions, such as the ones offered by InMoment.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

InMoment XI

NOVEMBER 14, 2024

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. You can think of it as your eyes and ears on social media with the information it provides.

Tools 195

Tools Social Media Customer Experience Analysis 195

Thematic

MARCH 30, 2025

Customer customer insights and analytics let you do just that. more likely to have real-time access to product and customer information. The numbers back this up—service analytics usage has surged by 166% as businesses increasingly rely on data to improve response times. High-performing teams are 1.8x

Customer Service 62

Customer Service Strategy Self Service Airlines 62

eglobalis

FEBRUARY 24, 2025

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. AI strengthens B2B CX by providing real-time insights, predictive analytics and operational efficiencies.

B2B 288

B2B Culture Innovation Loyalty 288

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. It empowers entrepreneurs to identify market opportunities, reduce inefficiencies, and make informed choices.

Analytics 78

Analytics Financial Return on Investment e-support 78

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

DECEMBER 10, 2024

This information guides product development to better fulfill customer needs and goals. 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.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

OCTOBER 22, 2024

Inconsistent or outdated information can confuse potential patients and harm your credibility. Social Media Presence : While not every doctor is active on social media, having a presence where you can engage with patients and share health-related information builds trust. For positive ones, thank the patient for their feedback.

Management 221

Management Social Media Healthcare Software 221

eglobalis

JULY 2, 2024

By embracing a more nuanced approach, organizations can gain a comprehensive understanding of customer sentiment, facilitating more informed decision-making and enhancing overall customer satisfaction. Siemens and Unilever, like all the companies I know, use several metrics, data analytics, and KPIs to drive conclusions.

NPS 450

NPS Feedback Net Promoter Score B2C 450

eglobalis

MARCH 13, 2025

Siloed Data and Systems: Customer information in B2B is often fragmented across sales, marketing, account management, and support. Leverage Customer Insights : Utilize customer feedback and analytics to identify pain points and opportunities, demonstrating a data-driven approach to decision-making.

Leadership 232

Leadership B2B B2C Effort Score 232

ECXO

OCTOBER 23, 2024

With advanced data analytics capabilities, AI can analyze vast amounts of customer data in real time, identifying patterns and trends that human operators might miss. Predictive Analytics for Proactive Support: AI-powered predictive analytics enables businesses to anticipate customer needs and issues before they even occur.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

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

eglobalis

JUNE 27, 2024

These insights inform the service standards and product offerings that will most effectively meet customer expectations. Data analytics is critical for processing vast amounts of information to uncover patterns and actionable insights. There are several ways to obtain data and understand customers.

Strategy 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

InMoment XI

NOVEMBER 22, 2024

InMoment offers text analytics solutions to let you capture customer intent from their feedback. The right tool is easy to use, scalable, and rich in analytical capabilities. It helps you collect and integrate customer data from every relevant source to avoid missing out on crucial information.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

InMoment XI

DECEMBER 5, 2024

For example, conflicting information about your hours or address can frustrate potential members. Listings management prevents such confusion by ensuring accurate and complete business information. Use this information to improve your services and position yourself as a better alternative.

Management 195

Management Social Media Financial Banking 195

InMoment XI

DECEMBER 23, 2021

Instead, experience professionals need to focus on using that feedback to inform action plans. 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. That’d be a non-starter without effective text analytics. Steps #3: Understand.

Customer Experience 397

Customer Experience Analytics eBook Survey 397

ECXO

MARCH 6, 2025

For example, implementing a customer data platform or upgrading the CRM can help consolidate information about customer interactions, transactions, and preferences into one unified profile. B2B organizations are increasingly investing in CX technologies such as experience management software, analytics tools, and AI-driven solutions.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

OCTOBER 30, 2024

Building an omnichannel customer experience makes the process smooth for customers as they don’t have to repeat information or stick to one channel. By simplifying your offerings, you make it easier for customers to make informed decisions. Another good practice is to synchronize customer data across these channels.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

eglobalis

JULY 31, 2024

They offer functionalities like sentiment analysis, feedback loops, and predictive analytics, which help in identifying pain points and areas of improvement in real-time, thus fostering a more responsive and proactive approach to customer satisfaction. Continuous Personalization Customers expect personalized interactions at every touchpoint.

Customer Experience 425

Customer Experience Social Media Analytics Chatbots 425

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. Businesses can use this information to train agents and adjust their schedules to ensure availability at all times.

Call Center 195

Call Center Metrics Self Service Effort Score 195