InMoment XI

JANUARY 27, 2025

The Current State of Customer Calls: Costs and Missed Opportunities When each call has an associated cost, its easy to land on North Star metrics like call volume and average handle time. AI-Driven Text Analytics and Conversational Analytics offer businesses a way to surface deeper insights from customer interactions.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

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

JANUARY 2, 2023

But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. Of course, no single metric is going to give you a complete picture, and you will have to discover how to adapt the big three to your business case. The Three Most Popular CX Metrics.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 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

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. By the way, did you know that Lumoa’s analytics is powered by AI?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Uniphore

JANUARY 14, 2022

Strategic roadmap to deliver new-age customer experiences. Why is agent empowerment key to achieving business objectives (ROI and bottom line, contact center metrics, newly defined KPIs)? We will also explore the impact of agent authentication and conversational analytics.? Register Now. Unsure if you can attend?

Roadmap 130

Roadmap Customer Experience Contact Center Omni-Channel 130

InMoment XI

JUNE 5, 2024

InMoment is excited to announce its recognition as a Leader in the Forrester Wave : Text Mining and Analytics, Q2 2024. For some context , The Forrester Wave Text Mining and Analytics, Q2 2024 report is a rigorous evaluation of the top text mining and analytics providers.

Analytics 195

Analytics Effort Score Social Media Innovation 195

InMoment XI

AUGUST 17, 2023

The Net Promoter Score (NPS) metric reveals the essence of customer sentiment and unlocks the path to business success, so it is important that you take the time to uncover net promoter score drivers. Leverage customer data and analytics to understand their preferences, purchase history, and behaviour.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

InMoment XI

DECEMBER 7, 2023

Organizations must learn how to measure, manage, and act on customer experience KPIs and metrics so that they can deliver experiences that lead to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. What Are Customer Experience KPIs and Metrics?

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

CSM Magazine

JANUARY 20, 2025

Understanding how SEO metrics tie to customer satisfaction is no longer optionalit’s essential. Metrics like bounce rate, time on site, and keyword rankings don’t just track website performance; they reveal how well you’re meeting customer needs.

Customer Satisfaction 64

Customer Satisfaction Metrics Measurement How To 64

Retently

NOVEMBER 27, 2024

Measuring Success: Metrics to Monitor Conclusion Did you know that global ecommerce sales are expected to hit a jaw-dropping $8.1 It’s like a roadmap that shows where things are working – and where they’re not. Segment your audience with tools like Google Analytics to track behaviors by demographic, device type, or location.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

ECXO

MARCH 21, 2023

Design leads us to data and experience personalisation Personalised approach (Data Analytics): Customers expect a personalised experience that meets their specific needs. Just in B2B, the challenges are greater to achieve great experiences, but data analytics definitely helps. Think of it like a project plan.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Calabrio

MARCH 22, 2025

Leverage machine learning and analytics to predict call volume, anticipate changes, and then optimize schedules to minimize wait times and maximize resource utilization. Data-driven insights from tools like desktop and process analytics help identify bottlenecks and ensure that technology supports business goals.

Contact Center 130

Contact Center Management Strategy Call Center 130

eglobalis

OCTOBER 9, 2024

The challenge lies in carefully evaluating feedback and determining whether a feature request should make it to your product roadmap or be declined. Hitachi (Japan) Hitachi faced requests from industrial IoT clients for better integration of their analytics tools. I’d also love to hear your experiences on this subject.

Feedback 513

Feedback ROI Innovation B2B 513

ECXO

FEBRUARY 3, 2025

Think of it like driving a carproactive sales teams have a roadmap, anticipate turns, and avoid potholes, while reactive teams only hit the brakes when they see danger ahead. Monitor customer satisfaction metrics (e.g., Use the right tools: Invest in CRMs, automation platforms, and analytics to streamline your process.

Sales 259

Sales Customer Experience e-support Examples 259

Retently

MARCH 11, 2025

Monitoring Key CX Metrics & Performance After handling the morning review rounds, the next big task is diving into the numbers. By translating feedback into strategy and keeping teams aligned on customer needs, they turn CX from just another metric into a real competitive advantage. Whats included in a CX roadmap?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Long-term actions are based on the analytics results of the customer feedback. Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down?

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Gainsight

AUGUST 14, 2019

No matter their velocity, organizations rapidly capitalize on sales, marketing, and business data analytics to derive the necessary results in regards to revenue. There’s a growing need to follow user progression in-app—it reveals actions and patterns that can affect everything from your product roadmap to revenue goals.

Metrics 107

Metrics Analytics Effort Score Measurement 107

Thematic

MARCH 30, 2025

Instead, you need unified data analytics to connect every touchpoint and every voice. But by centralizing customer feedback using AI-powered text analytics , they gained a clear picture of each group's needs and optimized the experience across the board. That said, not all feedback analytics solutions are created equal.

Customer Insights 62

Customer Insights Data Analytics How To 62

Gainsight

MAY 12, 2022

That’s why product analytics is a razor-sharp tool for product leaders. Product analytics is the machete that you can use to slice through the thickest feedback and shape your product growth strategy. In this article, we lay out the five ways product analytics enhance your customer’s experience and make your job easier.

Analytics 105

Analytics Customer Experience Roadmap Feedback 105

GetFeedback

SEPTEMBER 19, 2018

Measuring key support metrics like Customer Effort or Customer Satisfaction can give you the data you need to improve service quality. When you get answers, you can shape your sales training and product roadmap and better fulfill customer expectations. Product feedback helps guide your roadmap and inform each release.

Survey 199

Survey Net Promoter Score Data Effort Score 199

Gainsight

JUNE 21, 2022

When it comes to creating product roadmaps, product leaders face a plethora of challenges. . The good news is that there’s a simple fix: with product analytics powering the operation, creating impactful product roadmaps is a breeze. Why is your product roadmap important? Building a product roadmap is one thing.

Roadmap 52

Roadmap Analytics Analysis User Experience 52

eglobalis

OCTOBER 1, 2024

To facilitate collaboration between CX (Customer Experience) and Finance, the company can set a shared KPI related to customer retention rates and link it to financial performance metrics. The 11 actionable strategies presented in this article provide a roadmap for eradicating silos and fostering a fully integrated organization.

Customer Journeys 446

Customer Journeys Culture Leadership Effort Score 446

GetFeedback

DECEMBER 10, 2018

We recommend starting with an NPS question so you put your most important metric first. Then use text analytics to understand sentiment, identify keywords, and spot trends. Our NPS survey is optimized for analytics and action. We also use NPS data to inform key aspects of our business, like product roadmap and pricing strategy.

NPS 210

NPS Net Promoter Score Survey Measurement 210

Retently

MARCH 17, 2025

Key metrics to include (or skip) Actionable insights that go beyond the data and help drive real improvements. Key Metrics to Include: Ticket Volume : Are we handling more tickets than usual? Monthly Reports The Whats Working (and Whats Not) Report Provides a bigger picture comparing key CX metrics to the previous month.

Report 90

Report How To Effort Score NPS 90

Thematic

APRIL 1, 2025

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. Website & Product Analytics: Usage stats reveal behavioral trends. By the end, you'll know how to turn raw data into actionable insight.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

Lumoa

JANUARY 19, 2023

It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives. Project management, to ensure that projects are well organized, completed on time and meet key metrics. For example: website optimization, content marketing, and digital analytics.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

BlueOcean

SEPTEMBER 30, 2018

Because we didn’t know until the waning days of our relationship that our client was being measured by their head office in Europe on one KPI above all others: the scores on their post-contact surveys – a metric that didn’t even appear in our SOW. Leverage Reporting, Analytics to Elevate Partnership. Do metrics need to be adjusted?

Contact Center 192

Contact Center Automotive Metrics Roadmap 192

Thematic

DECEMBER 5, 2018

So, let’s look at ways to reduce churn with customer retention analytics and why it’s important in the first place. To enable these actions, customer retention analytics provide predictive metrics of which customers might churn — which enables them to get ahead of it. 5 types of customer retention analytics.

Customer Retention 96

Customer Retention Analytics Data Strategy 96

Thematic

MARCH 20, 2025

Analytics tools simplify this process by automatically analyzing customer feedback across multiple communication channels, eliminating data silos and revealing hidden trends. Use Analytics Tools to Process Insights With massive amounts of customer feedback, businesses need AI for themed qualitative analysis to uncover patterns quickly.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

InMoment XI

FEBRUARY 1, 2024

Spotlight is a comprehensive data analytics tool that integrates and analyzes s tructured and unstructured data using advanced Natural Language Processing (NLP) and AI. This metric is key in understanding customer satisfaction and loyalty, as higher effort levels correlate with negative customer experiences.

Analysis 195

Analysis Social Media Analytics Loyalty 195

AWS Machine Learning

JUNE 24, 2022

Then the ML pipeline checks if the produced accuracy metrics (such as F1, precision, and gain deciles) pass the necessary thresholds. With the MLOps maturity model, we can define a clear architecture design and delivery roadmap. In the evaluation step, the produced model artifact is used to perform inference to the validation dataset.

Roadmap 109

Roadmap Training Data Government 109

Thematic

MARCH 30, 2025

The most important thing you can do during your follow-up is to learn more about customer pain points to inform your product roadmap. The right strategy will help you improve customer loyalty metrics. A public feedback roadmap helps keep users informed as their suggestions move from idea to implementation. What would help them?

Feedback 62

Feedback Roadmap Effort Score NPS 62

Experience Investigators by 360Connext

OCTOBER 17, 2023

I believe some of this is because there is so much emphasis on customer feedback metrics that we lose sight of the forest for the trees! This can include customer feedback, financial data, behavioral analytics, operational metrics, and industry benchmarks. Determine what a specific measurable outcome would look like.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Thematic

APRIL 21, 2020

This brings its own set of challenges and opportunities for customer insights & analytics leaders. One way we’ve responded at Thematic has been to start hosting virtual roundtable discussions for customer insights and analytics professionals to connect and share how everyone is managing. Normalize metrics.

Analytics 103

Analytics Call Center Survey Feedback 103

ChurnZero

MARCH 7, 2025

3: Customer marketing: A community helps identify champions, supports upsell/cross-sell opportunities, and provides feedback for your product roadmap. This intermediate stage offers offers affordable solutions with limited analytical capabilities. 2: Align community metrics with organizational goals.

How To 52

How To Roadmap Self Service Gamification 52

Gainsight

MARCH 24, 2022

Before your product starts booming, you need a product roadmap that charts a clear course to growth. In this article, we lay out the questions you can ask yourself to help you create a successful product roadmap that’s anchored in analytics. What is a product roadmap? We’re here to help. Do I know how users are behaving?

Roadmap 52

Roadmap Analytics Metrics Feedback 52