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

eglobalis

JUNE 27, 2024

Introduction Delivering superior customer experience (CX) is paramount for business success. A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions.

Strategy 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

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

ECXO

JULY 29, 2024

Designing and Rolling Out a Global Customer Experience Strategy Introduction Delivering exceptional customer experience (CX) is essential for any successful business. Sales and Delivery Teams : Providing invaluable data through regular customer interactions. Companies like Barclays in Europe and Honda in APAC excel in this area.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

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.

Analytics 62

Analytics Social Media Banking Analysis 62

Calabrio

MARCH 25, 2025

More than half of consumers already said they preferred interacting with AI bots over humans for immediate service needs. Chatbots are improving, but as recently as a couple years ago, a majority of customers said they were often frustrated by chatbot experiences. However, this doesnt mean chatbots are foolproof.

Chatbots 130

Chatbots Contact Center Self Service Virtual Agent 130

InMoment XI

NOVEMBER 26, 2024

Customer journey maps may also be called customer interaction maps, customer corridors, or service blueprints. With this information, you can improve your customer experience and eliminate pain points. Each is tailored to specific goals and stages of the customer experience.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

FEBRUARY 3, 2025

Conversational intelligence (CI) is making a big difference for countless growing and large businesses, helping them understand customer interactions at scale with a level of precision that seemed impossible just a few years ago. What Is Conversational Intelligence, and Why Use It For Location-Based Campaigns?

Social Media 195

Social Media Call Center Multi-Channel Advertising 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. While metrics like CSAT or NPS focus on the big picture such as overall happiness or loyalty CES zooms in on the little moments that can make or break a customers experience. NPS looks at loyalty.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

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

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. 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. Actions include short- and long-term follow-ups.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

eglobalis

AUGUST 19, 2024

Encourages Gaming the System Employees may manipulate customer interactions to boost NPS scores rather than genuinely improving the customer experience. Customer Effort Score (CES) gauges the ease of customer interactions, emphasizing the importance of reducing customer effort to enhance satisfaction and loyalty.

NPS 434

NPS Net Promoter Score Effort Score Metrics 434

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

InMoment XI

AUGUST 17, 2023

Understand Customer Expectations: By analysing and understanding your customers’ feelings and emotions using sentiment and text analytics towards a product or service you are offering, you are able to align your development efforts with customer needs and preferences.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

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. In todays business landscape, its all about weaving great experiences into the very fabric of growth strategies. product quality, service speed, user experience).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

ECXO

JUNE 11, 2023

Ensure fast load times – slow load times can negatively impact the user experience, so it’s important to ensure fast load times across all touchpoints. Use effective calls-to-action (CTAs) – CTAs are essential for guiding users through the experience and driving conversions. And where you need to change strategy.

B2B 390

B2B B2C Touchpoint Customer Journeys 390

Retently

NOVEMBER 27, 2024

Retaining Customers Through Superior Experiences : First impressions matter , but second and third interactions seal the deal. Providing exceptional service, personalized shopping experiences, and reliable post-purchase support ensures your customers come back for more. Here are the most powerful approaches: 1.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Thematic

MARCH 2, 2025

That’s where Thematic text analytics comes in. With 70% of companies expected to adopt NLP for sentiment analysis by 2025, the future of customer feedback lies in advanced text analytics—and Thematic is leading the way. That’s the challenge. Let’s explore why.

Analytics 62

Analytics Social Media Net Promoter Score Effort Score 62

Thematic

FEBRUARY 24, 2025

You’re likely searching for the best partner in text analytics to help you unlock the full potential of your data. Thematic is a powerful text analytics tool designed to turn unstructured feedback into meaningful insights. Thematic’s flexible text analytics method can handle diverse data across industries.

Analytics 62

Analytics Analysis Feedback Customer Satisfaction 62

ECXO

NOVEMBER 17, 2024

By making experiences easy to navigate, users feel empowered and in control, fostering a positive emotional response. Adobe’s “Click, Baby, Click” campaign exemplifies the power of storytelling, using humor to create an emotional connection with marketing professionals by highlighting the need for accurate analytics.

B2B 390

B2B Loyalty Connections Technology 390

InMoment XI

DECEMBER 22, 2022

This can include listening posts like customer support interactions, emails, live chats, direct surveys, online product reviews, social media comments, and more! In the modern experience landscape, we have AI machine learning tools that can take your data even further, enabling you to look into customer emotions, intent, and sentiment.

Voice of Customer 418

Voice of Customer Examples Strategy Net Promoter Score 418

ECXO

JULY 22, 2024

Inspired by Ramli John’s insightful book, “Product-Led Onboarding,” we discovered that while ideal design and user experiences can mitigate the need for extensive onboarding programs, they are not always attainable. Streamlining User Experience A seamless user experience is essential for effective onboarding.

B2B 207

B2B Customer Experience Self Service e-support 207

CloudCherry

AUGUST 21, 2018

We get our happiness rankings from surveys sent out after our customer interactions in the queue. Luckily for you, you don’t even really need any fancy analytics tools to get this information, though matching it up with the data above can prove tricky without them. Tracking user cohorts. In the contact center, the queue is king.

Customer Journeys 150

Customer Journeys Analytics Self Service Analysis 150

ECXO

MAY 27, 2024

bnbvvvV Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes Article source: [link] Introduction Artificial Intelligence is revolutionizing enterprise technology, and will redefine enterprise software design, and transform how businesses enhance customer, user experiences and drive business outcomes.

Technology 227

Technology Self Service Software Loyalty 227

Comm100

DECEMBER 10, 2024

Your best (and most profitable) players will expect a personalized experience through and through. You can gather and utilize advanced data analytics to gather comprehensive information on player behaviors, preferences, and gaming patterns. Having a unified support solution will go a long way in helping you personalize interactions.

Strategy 130

Strategy Multi-Channel Loyalty Social Media 130

Gainsight

MAY 12, 2022

Unfortunately, as a product leader or manager, you probably feel like all of the extra feedback you’re receiving from stakeholders, fellow employees, and users is blocking the path to a better user experience. That’s why product analytics is a razor-sharp tool for product leaders. What is product analytics?

Analytics 105

Analytics Customer Experience Roadmap Feedback 105

Cyara

FEBRUARY 21, 2024

These devices can transfer large volumes of data over a network through unique identifiers (UIDs) without requiring any human interaction. The Data The primary function of IoT is to gather vast amounts of data in order to enhance application functionality and user experience.

User Experience 76

User Experience Wireless Exercises Analysis 76

Thematic

SEPTEMBER 12, 2021

your customers are often telling you how they feel about specific features, customer service quality, user experience, and more. Feedback analytics helps you transform all this text into meaningful themes and analyze the impact of these themes on your CX metrics. Feedback analytics is a deeper form of text analytics.

Metrics 117

Metrics Analytics Feedback Effort Score 117

AWS Machine Learning

JANUARY 22, 2025

Amazon Bedrock enabled us to enrich FMs with product-specific knowledge and convert free text inputs from users into structured search queries for the product API that can greatly enhance user experience and efficiency in data management applications. These filters need to be added and updated manually for each query.

Knowledge Base 110

Knowledge Base User Experience Examples Data 110

InMoment XI

MAY 30, 2024

Text analysis software, also known as text analytics software, has become indispensable for businesses aiming to extract actionable insights from textual data to improve the customer experience. Download Report Types of Text Analysis Software There are various types of text analytics software, each with its unique strengths.

Analysis 195

Analysis Software Self Service Social Media 195

Win the Customer

JANUARY 9, 2025

Personalized Recommendations: Utilize AI to analyze customer behavior and recommend relevant articles based on their past interactions, browsing history, and current needs. Personalized Interactions: Utilize AI to personalize chatbot interactions based on customer data, providing more relevant and helpful responses.

Self Service 59

Self Service Chatbots Knowledge Base User Experience 59

InMoment XI

JULY 16, 2024

Advanced analytics tools, such as sentiment analysis and natural language processing, can further enhance the understanding of customer feedback, enabling businesses to respond proactively and strategically. Predictive analytics helps in anticipating customer needs and adapting strategies in real-time.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

Advanced analytics tools, such as sentiment analysis and natural language processing, can further enhance the understanding of customer feedback, enabling businesses to respond proactively and strategically. Predictive analytics helps in anticipating customer needs and adapting strategies in real-time.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

AUGUST 14, 2024

Predictive Analytics : Employing predictive models to identify potential future trends and outcomes based on historical data. By addressing this issue, perhaps through self-checkout options, the retailer can enhance the shopping experience. Real-Time Analytics : The ability to provide immediate insights and actionable recommendations.

Feedback 195

Feedback Customer Experience Social Media Hotels 195

AWS Machine Learning

MARCH 19, 2025

Generative AI is rapidly transforming the modern workplace, offering unprecedented capabilities that augment how we interact with text and data. nn en nn nnAWS (Amazon Web Services) is a cloud computing platform that offers a broad set of global services including computing, storage, databases, analytics, machine learning, and more.

Automotive 108

Automotive Examples Resources Analytics 108

ECXO

JULY 8, 2024

Understanding Digital Product Design Designed by DALL·E Digital product design encompasses the process of conceptualizing, creating, and refining digital interfaces and experiences that meet user needs and expectations. The primary goal is to create intuitive, aesthetically pleasing, and functional products that resonate with users.

e-support 156

e-support Case Study Financial Banking 156

Thematic

APRIL 1, 2025

In fact, 73% of customers say customer experience is a top factor in their purchasing decisions​, so investing in insights is no longer optional. In this guide, we'll break down how to build a winning strategy—from setting clear objectives to using analytics and AI, mapping journeys, and creating a continuous feedback loop.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62