InMoment XI

OCTOBER 25, 2024

This is where restaurant reputation management can be the difference between a new client and a lost opportunity. What is Restaurant Reputation Management? Restaurant reputation management is the process of monitoring, responding to, and addressing feedback from various sources. It results in increased revenue.

Feedback 195

Feedback Management Social Media ROI 195

Calabrio

MARCH 5, 2025

Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. Dig into this guide on CX analytics and learn how you too can unearth game-changing CX insights.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

eglobalis

NOVEMBER 3, 2024

Advanced data analysis, such as behavioural analytics and sentiment analysis, also provides a quantitative view of client preferences and emotional responses, helping to anticipate issues before they arise and to personalize interactions at every touchpoint.

B2B 514

B2B Culture Innovation Loyalty 514

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

DECEMBER 5, 2024

Focusing on credit union reputation management is crucial for building trust with existing and potential members. Why Is Reputation Management Important for Credit Unions? Attracting New Members Member Loyalty Competitive Advantage Crisis Management Credit unions are member-driven financial cooperatives.

Management 195

Management Social Media Financial Banking 195

Calabrio

JANUARY 27, 2025

Within a day or two of implementing a speech analytics solution, managers often collect so much information that they are overwhelmed. This is an excellent approach, as it gives speech analytics analysts an opportunity to learn to use the solution prior to rolling it out throughout the enterprise.

Contact Center 130

Contact Center Analytics How To Gamification 130

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. Performance Management Traditional performance management systems are often seen as cumbersome and ineffective.

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

Calabrio

JANUARY 27, 2025

Within a day or two of implementing a speech analytics solution, managers often collect so much information that they are overwhelmed. This is an excellent approach, as it gives speech analytics analysts an opportunity to learn to use the solution prior to rolling it out throughout the enterprise.

Contact Center 130

Contact Center Analytics How To Gamification 130

eglobalis

FEBRUARY 13, 2025

Using predictive analytics and AI, businesses can anticipate and address client concerns before they escalate. Leveraging AI, predictive analytics and client behavior insights allows businesses to address issues before they occur. The Gist Action over sentiment. Empathy alone isnt enough. Proactive problem-solving. Example: Salesforce.

Analytics 287

Analytics Measurement Metrics Feedback 287

eglobalis

OCTOBER 14, 2024

Certifications are effective for establishing a foundation, but they don’t go far enough in teaching critical thinking, problem-solving, transformation, change management, or practical application. Their programs emphasize data analytics and feedback management, leveraging their own software.

Customer Experience 444

Customer Experience Customer Journeys Case Study Innovation 444

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

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

MARCH 24, 2025

Effective integration remains a significant hurdle, requiring substantial IT infrastructure investment and human-driven project management, illustrating why seamless integration remains critical for AI agent success. Security and Abuse Risks AI agents present new security vulnerabilities, including susceptibility to malicious manipulation.

Contact Center 323

Contact Center Virtual Agent Chatbots Banking 323

eglobalis

JANUARY 20, 2025

To achieve reliability, companies can invest in predictive analytics and supply chain visibility tools. The Role of Relationship Management Strong interpersonal relationships are a cornerstone of successful B2B partnerships. Microsofts Azure platform uses predictive analytics to identify risks and recommend mitigation strategies.

B2B 418

B2B Loyalty Loyalty Programs Innovation 418

eglobalis

OCTOBER 21, 2024

This article explores the pros and cons of responding to negative posts, evaluates the effectiveness of following best practices from leading organizations such as BCG, McKinsey, and Accenture, and provides an analytical framework for deciding when engagement is worth the time and resources.

Social Media 497

Social Media Feedback Engagement Company 497

Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. Table of Contents: What is Contact Center Management? They may focus on one particular area or team within the operation.

Contact Center 130

Contact Center Management Strategy Call Center 130

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

DECEMBER 17, 2024

Instead, dynamic alternatives such as Customer Effort Score (CES) , real-time sentiment analysis, and advanced AI-powered analytics offer deeper insights into customer behaviours. By connecting customer service, performance management, and workforce optimization, AI-infused workflows deliver seamless experiences.

Net Promoter Score 337

Net Promoter Score Effort Score B2B NPS 337

eglobalis

FEBRUARY 24, 2025

However, SAP’s success depends on human-led account management teams that align solutions with unique business goals. Expertise is required to understand business priorities, manage relationships and drive decisions. They require trust, tailored solutions and deep understanding, which are elements that AI alone cannot deliver.

B2B 288

B2B Culture Innovation Loyalty 288

eglobalis

JANUARY 7, 2025

By conducting in-depth interviews and shadowing IT managers, IBM identified specific challenges in cloud migration. Example: SAP identified a problem for its small and medium-sized enterprise (SME) clients: “How might we help SMEs improve cash flow management?”

B2B 285

B2B Company Customer Journeys Innovation 285

eglobalis

DECEMBER 11, 2024

Related Article: Effective CX Strategies: Digging out of a CX Standstill Global Examples of CX Experimentation Europe Schneider Electric (France): Schneider Electric utilizes experimentation to enhance its energy management solutions. Strategic resource management is crucial for sustaining CX experimentation efforts.

Customer Journeys 353

Customer Journeys Effort Score Omni-Channel Social Media 353

InMoment XI

DECEMBER 18, 2024

Contact centers play a significant role in customer experience management. It enhances the customer-centric approach without adding excessive strain on agents and managers. InMoments omnichannel contact center solution helps manage interactions beyond traditional phone calls. What Are the Benefits of Contact Center Automation?

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

ECXO

MARCH 6, 2025

We will also highlight how a CX transformation differs from a typical program management initiative, who drives these programs, and what lessons can be learned from B2B companies that have made this journey. Advanced analytics and machine learning are opening new possibilities in CX transformation.

B2B 339

B2B Customer Journeys How To Effort Score 339

ECXO

NOVEMBER 26, 2024

Standardize Processes and Procedures, and Develop a Knowledge Management System Invest in robust, standardized processes that anyone on your team can follow. Chatbots, CRM systems, and AI-powered analytics can handle routine tasks, freeing up your team to focus on more complex issues.

Self Service 334

Self Service Training Culture Analytics 334

InMoment XI

OCTOBER 23, 2024

Without managing this customer experience properly, you risk losing clients, failing to acquire new ones, and creating a negative public image for your brand. The positive online reviews you receive as a result of your CX strategy will be beneficial to your financial services reputation management efforts.

Banking 195

Banking Customer Experience Effort Score Financial 195

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. That means a CX Manager isnt just responsible for handling customer concerns; theyre shaping how customers feel about the brand, turning one-time buyers into lifelong fans. Lets take a closer look!

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

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. Analytics can show engagement trends and campaign performance.

Tools 195

Tools Social Media Customer Experience Analysis 195

InMoment XI

NOVEMBER 18, 2024

Here are some key methods for analyzing customer behavior: Quantitative research Quantitative data analysis Predictive analytics Customer journey mapping Cohort analysis Qualitative Research Qualitative research and analysis involve asking open-ended questions to encourage customers to share their thoughts in their own words.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

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

eglobalis

MARCH 13, 2025

Siloed Data and Systems: Customer information in B2B is often fragmented across sales, marketing, account management, and support. Cultural and ROI Challenges: Shifting a traditionally product- or sales-centric B2B culture to a customer-centric one takes strong change management. Break transformation into manageable phases (e.g.,

Leadership 232

Leadership B2B B2C Effort Score 232

InMoment XI

DECEMBER 10, 2024

It improves your brand image : Happy customers are more likely to recommend your business, helping support brand reputation management efforts. A churn prediction tool like InMoment simplifies this process by leveraging analytics to highlight these at-risk profiles and segments. What Is Customer Churn?

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

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