Alida

JANUARY 25, 2022

2022 is here and we’re kicking off the year with some amazing new product innovations that will help you get closer to your customers than ever before. Our upcoming Winter ‘22 product release includes many new features and functionalities to the Alida TXM Platform.

Analytics 246

Analytics Touchpoint Innovation Customers 246

eglobalis

OCTOBER 9, 2024

Clayton Christensen old quote: “Customers don’t buy products; they hire them to do a job.” – This quote from the father of “disruptive innovation” highlights the idea that customers’ needs are more about solving a problem or fulfilling a job rather than just wanting specific features.

Feedback 486

Feedback ROI Innovation B2B 486

eglobalis

OCTOBER 14, 2024

Why Business Cases Alone Can’t Foster Innovation Business case studies are often used in CX education to teach professionals how companies solved specific challenges. Their programs emphasize data analytics and feedback management, leveraging their own software.

Customer Experience 404

Customer Experience Customer Journeys Case Study Innovation 404

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 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

JUNE 27, 2024

Data analytics is critical for processing vast amounts of information to uncover patterns and actionable insights. Organizations such as Google, Netflix, and Spotify excel in leveraging data analytics to enhance user experiences and personalize offerings. Companies like IKEA, Samsung, Software AG, and Toyota exemplify this principle.

Strategy 422

Strategy Customer Experience Net Promoter Score Customer Centricity 422

eglobalis

NOVEMBER 26, 2024

Predictive Analytics: Empathy Through Foresight Empathy in B2B is proactive. Leveraging predictive analytics allows companies to anticipate client challenges and offer solutions before issues arise, demonstrating a deep understanding of client needs.

B2B 464

B2B B2C Culture Net Promoter Score 464

Lumoa

MARCH 6, 2023

Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar. Final Thoughts Why is Customer Conversational Analytics Important? Customer insights gleaned from feedback can be beneficial in several ways.

Analytics 195

Analytics How To Analysis Feedback 195

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

InMoment XI

JUNE 24, 2024

With the increased adoption of AI in business across all industries, there has also been a rise in text mining and analytics. For text analytics, it assesses vendors based on a detailed set of criteria to provide a comparative analysis. They are riskier choices but might offer innovative solutions or cost advantages.

Analytics 195

Analytics How To Roadmap Knowledge Base 195

InMoment XI

AUGUST 15, 2023

Among the arsenal of tools available to create continuous positive experiences, predictive analytics software and, more specifically, predictive analytics tools stand out as game-changers in not only understanding customer behavior but also in shaping exceptional customer experiences. What Are Predictive Analytics Tools?

Analytics 195

Analytics Tools Customer Experience Retail 195

eglobalis

JANUARY 20, 2025

To achieve reliability, companies can invest in predictive analytics and supply chain visibility tools. Innovative Product Design and Customization Innovation in product design tailored to customer needs can significantly enhance loyalty.

B2B 371

B2B Loyalty Loyalty Programs Innovation 371

eglobalis

JULY 2, 2024

Comprehensive feedback from multiple sources, integrating Voice of the Customer (VOC), metrics, measurements, data analytics, real-time sentiment analysis, and evolving AI developments, is essential for gaining a complete customer understanding.

NPS 424

NPS Feedback Net Promoter Score B2C 424

Lumoa

DECEMBER 15, 2022

Companies are finding that innovative technologies can make collecting voice of customer analytics more effortless than ever—and these technologies have opened up exciting new possibilities for improving customer experiences. In this article, we’ll go over what Voice of Customer data analytics is and the different types.

Voice of Customer 221

Voice of Customer Analytics Social Media How To 221

InMoment XI

OCTOBER 24, 2023

In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth.

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

ECXO

JUNE 13, 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 401

Marketing Analytics Government Survey 401

Alida

OCTOBER 20, 2020

Simultaneously, our product organization, also under new leadership by Riaz Raihan, set an innovation agenda that was at once both aggressive and exciting. An important component of this strategy was to rebrand the company to better represent and fulfill that promise to our customers, and thus early in the year, rebrand efforts kicked off.

Analytics 49

Analytics Leadership Innovation Strategy 49

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

Comm100

DECEMBER 12, 2023

Proactive customer support, powered by predictive analytics, allows us to anticipate and resolve issues before they escalate. The post Innovate or Stagnate: Top 4 Customer Service Trends for 2024 appeared first on Comm100. Last but not least, our final top customer service trend for 2024 is proactive support.

Trends 244

Trends Innovation Customer Service Omni-Channel 244

ECXO

JULY 29, 2024

Data Analytics : Processing vast amounts of information to uncover patterns and actionable insights. Companies like Apple, Hulu, and Pandora excel in leveraging data analytics to enhance user experiences and personalize offerings. Insights from teams at firms like IBM, FedEx, and Target highlight trends and areas for improvement.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

ECXO

OCTOBER 7, 2024

Innovation is your constant companion in this exhilarating journey. Whether it’s harnessing the power of data analytics for deeper insights or implementing cutting-edge technologies to elevate interactions, your role is to redefine what exceptional customer service means.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

eglobalis

NOVEMBER 12, 2024

For instance, AI-driven analytics can process vast amounts of client data to uncover patterns and preferences, enabling service teams to tailor their approaches more precisely. Use predictive analytics and regular risk assessments to identify potential project bottlenecks early.

Customer Centricity 486

Customer Centricity Strategy B2B Consulting 486

eglobalis

FEBRUARY 24, 2025

Rather than vanishing, B2B customer experience will become more strategic and combine the power of AI-driven insights with human-led innovation to create exceptional value. These teams support continuous innovation by identifying gaps and driving enhancements, which keeps Azure competitive in the fast-moving cloud market.

B2B 258

B2B Culture Innovation Loyalty 258

eglobalis

JANUARY 13, 2025

This article compares AgentForce with its competitors, focusing on automation, real-time support, and predictive analytics. Enhanced Personalization Through Predictive Analytics Predictive analytics, powered by AI, enables organizations to anticipate customer needs and deliver hyper-personalized experiences.

Customer Experience 365

Customer Experience Marketing Chatbots e-support 365

eglobalis

DECEMBER 17, 2024

Outdated metrics and strategies will be replaced by AI-driven innovations that promise to reshape how businesses interact with and anticipate the needs of their customers. Five Strategies to Future-Proof Your CX: Adopt AI-Driven Analytics : Leverage advanced insights to personalize every customer interaction.

Net Promoter Score 304

Net Promoter Score Effort Score B2B NPS 304

eglobalis

JANUARY 7, 2025

For B2B companies, this methodology can bridge the gap between customer needs and business objectives, leading to innovation in services, products, and experiences. ” Using insights from financial advisors and SME owners, they developed user-friendly analytics tools to assist with budgeting and cash flow projections.

B2B 258

B2B Company Customer Journeys Innovation 258

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.” Want to know more about these headlines? Forrester Research, Inc.

Analytics 74

Analytics Feedback Report Industry 74

InMoment XI

DECEMBER 1, 2022

We have been named Leaders in the Forrester Text Analytics Wave, Forrester Customer Feedback Wave, the Gartner Magic Quadrant for Voice of the Customer, and more! Forrester Text Analytics Wave. InMoment received the highest possible score and was named Leader in the Text Analytics Wave report. Forrester Customer Feedback Wave.

Self Service 370

Self Service Analytics Automotive ROI 370

ECXO

APRIL 7, 2024

It’s about transforming these ideas into reality, painting the canvas of the customer experience with vibrant colors which I split into 4 categories: innovation, personalization, resilience, and connection. Innovation, spurred by creativity, ensures that businesses do not stagnate.

Innovation 332

Innovation Connections Analytics Touchpoint 332

ECXO

NOVEMBER 26, 2024

These are the people who can seemingly do it all—close deals, resolve customer issues, inspire their team, innovate on the fly, and still have time to meet impossible deadlines. Stagnation in Innovation When you rely on unicorns to innovate and problem-solve, other employees may not feel empowered to contribute their ideas.

Self Service 334

Self Service Culture Training Analytics 334

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 378

Customer Experience Social Media Analytics Chatbots 378