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

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. This approach is flawed because each company faces different customer challenges based on its industry, market, and operational structure.

Customer Experience 447

Customer Experience Customer Journeys Case Study Innovation 447

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. Many organisations have invested in marketing platforms, for example. It is fair to say that it has been possible for some time. However, there is a niggling problem.

Analytics 374

Analytics Marketing Fashion Advertising 374

eglobalis

MARCH 30, 2025

[link] Introduction: Todays businesses face a pivotal question: can emerging technologies like AI and real-time data platforms reduce or even replace the need for traditional customer surveys in managing customer experience (CX)? To manage this flood of information, organizations increasingly rely on automation and AI.

Survey 320

Survey Banking NPS Effort Score 320

eglobalis

JANUARY 20, 2025

You can find it here: Introduction B2B loyalty conjointly with adoption are the cornerstone of sustainable growth in an increasingly competitive global market. Customer Experience as a Loyalty Anchor Customer Experience (CX) is no longer a competitive differentiator; it is a baseline expectation in B2B markets.

B2B 421

B2B Loyalty Loyalty Programs Innovation 421

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

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. Businesses that embrace AI-powered personalization will create standout, emotionally resonant experiences in a competitive market.

Net Promoter Score 340

Net Promoter Score Effort Score B2B NPS 340

eglobalis

FEBRUARY 3, 2025

By adopting similar AI-powered customer data platforms (CDPs), your company can segment B2B audiences and deliver personalized marketing messages, enhancing customer retention and satisfaction. CRM, ERP, and marketing platforms) to create a 360-degree view of the customer.

B2B 385

B2B Customer Journeys Customer Experience Chatbots 385

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

ECXO

JUNE 13, 2023

Real-time marketing is about engaging with the customer whenever and wherever they are in their buying journey. 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. Implement a real-time decisioning solution.

Marketing 401

Marketing Analytics Government Survey 401

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

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 500

Social Media Feedback Engagement Company 500

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 326

Contact Center Virtual Agent Chatbots Banking 326

eglobalis

FEBRUARY 24, 2025

Companies need human-driven insights to adapt to a fast-changing market. 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. Continuous adaptation required.

B2B 291

B2B Culture Innovation Loyalty 291

eglobalis

DECEMBER 11, 2024

Cultural Adaptation In a global market, cultural nuances significantly impact customer experience. For instance, a company might test different marketing messages or customer service approaches in various regions to determine the most culturally appropriate and effective methods.

Customer Journeys 356

Customer Journeys Effort Score Omni-Channel Social Media 356

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

InMoment XI

NOVEMBER 28, 2023

Recognizing this, top brands and businesses are integrating review management into their marketing strategies. Not only does review management help safeguard and enhance a company’s brand reputation; but it can also improve search engine visibility and cultivate brand trust among existing and potential customers.

Management 259

Management Marketing Social Media Guidelines 259

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

eglobalis

MARCH 13, 2025

Moreover, CX is emerging as a critical differentiator in B2B markets: when products and services are similar, the company that delivers a better experience stands out and shifts the conversation from price to value. Break transformation into manageable phases (e.g., Demonstrating the value of CX (e.g.,

Leadership 234

Leadership B2B B2C Effort Score 234

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. Aligning with brand ensures the new experiences reinforce what the company stands for in the market.

B2B 339

B2B Customer Journeys How To Effort Score 339

Thematic

APRIL 3, 2025

By 2027, 87% of CX leaders plan to use AI-driven text analytics to power their customer interactions. Text analytics —especially when powered by AI—is changing that. The text analytics market is expected to skyrocket from around $29 billion to over $78 billion in the next few years. Let’s start.

Analytics 62

Analytics Trends Marketing Social Media 62

InMoment XI

NOVEMBER 18, 2024

By identifying specific customer preferences—such as preferred products, content types, or communication channels—you can tailor marketing messages, recommendations, and services to each customer’s needs. 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 14, 2024

With 64% of Internet users discovering brands via social media, getting your marketing on point is essential. Tracking these conversations with a social listening tool helps improve marketing efforts. Analytics can show engagement trends and campaign performance. What to Look For in A Social Listening Tool?

Tools 195

Tools Social Media Customer Experience Analysis 195

InMoment XI

DECEMBER 10, 2024

Losing customers never feels good, especially in a hyper-competitive market. As a result, youll succeed in retaining and acquiring customers to increase your market share. It improves your brand image : Happy customers are more likely to recommend your business, helping support brand reputation management efforts.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

eglobalis

APRIL 6, 2025

This three-part analytical series aims to dissect and explain the most critical dimensions of value creation in technology, telecom, contact centers, and high-tech manufacturing. Value for the Customer and the Exchange of Value At the heart of B2B marketing lies a fundamental question: What is our value proposition to the customer?

Contact Center 270

Contact Center B2B Competitive Advantage Self Service 270

eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. This data aggregation enables businesses to deliver highly targeted and relevant marketing messages.

Customer Experience 428

Customer Experience Social Media Analytics Chatbots 428

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. Training programs and employee enablement strategies are crucial.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

InMoment XI

DECEMBER 6, 2021

And when I look back on all that, I couldn’t be more grateful for customer feedback management platforms (also known as CFM platforms). CX professionals need to know what to do with their feedback, tell a story with that feedback, and be able to adapt their approach to the customer experience as their business and the market evolve.

Feedback 370

Feedback Management Self Service Conference 370

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 Culture Training Analytics 334

C3Centricity

APRIL 23, 2024

As we all know and, unfortunately, have probably also experienced, every dollar in our marketing expenditure must be justified, and we have to prove our marketing ROI or risk budget cuts! Marketing Budget Allocation Gartner’s most recent (2023) CMO Spend Survey reported that marketing budgets fell from 9.5%

ROI 296

ROI Marketing Social Media How To 296

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

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

NOVEMBER 22, 2024

This feedback supports brand reputation management efforts, attracting high-quality prospects. Therefore, better customer service lets you generate valuable leads without stretching your marketing budget. InMoment offers text analytics solutions to let you capture customer intent from their feedback.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

Calabrio

MARCH 25, 2025

Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. It offers implicit insights into customer behavior and sentiment.

Software 130

Software Customer Journeys Tools Contact Center 130

InMoment XI

OCTOBER 24, 2024

What is the Difference Between a Customer Engagement Platform and Customer Relationship Management (CRM)? Customer Relationship Management (CRM) Customer relationship management systems utilize the data of existing customers and focus internally. When doing so, some key differences need to be considered.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

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