Retently

JANUARY 13, 2025

Choosing a CES tool that fits your business needs whether its for automation, real-time feedback, or advanced analytics ensures you can collect meaningful data and act on it effectively. Analyze trends, identify friction points, and implement improvements that make a tangible impact on the customer journey.

Measurement 117

Measurement Tools Effort Score Multi-Channel 117

Retently

NOVEMBER 27, 2024

Analyzing Market Trends and Customer Behavior 2. Expanding Revenue Channels 4. Dive deep into customer behavior and market trends to tailor strategies that resonate with your audience. Falling behind on these trends can make your brand seem outdated. Personalizing the Customer Journey 3. Optimizing Conversion Rates 5.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

eglobalis

JULY 2, 2024

Furthermore, it investigates contemporary global trends in customer feedback strategies that advocate for a shift beyond simplistic metrics. Siemens and Unilever, like all the companies I know, use several metrics, data analytics, and KPIs to drive conclusions.

NPS 461

NPS Feedback Net Promoter Score B2C 461

InMoment XI

FEBRUARY 3, 2025

These interactions can be text-based (email, chat) or voice-based (phone, where the conversation is recorded and transcribed) and can originate from many different channels. Enhancing Geo-Targeted Advertising With CI, businesses can better tailor their ads to local target audiences based on conversational trends.

Social Media 195

Social Media Call Center Multi-Channel Advertising 195

ECXO

JULY 10, 2024

This article examines the critiques of NPS, its performance in different business contexts, and emerging global trends in customer feedback strategies. A comprehensive approach that integrates multiple feedback sources, including Voice of the Customer (VOC) metrics, data analytics, and AI, is essential for a complete understanding.

Metrics 374

Metrics Analysis Feedback NPS 374

BlueOcean

NOVEMBER 13, 2023

The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry. What new trends and technologies are on their mind? What trends are more than buzzwords and can actually make a real impact on your work? How are other customer experience leaders delivering?

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

Comm100

DECEMBER 10, 2024

You can gather and utilize advanced data analytics to gather comprehensive information on player behaviors, preferences, and gaming patterns. Live chat has become the gold standard for quick, effective communication, surpassing other channels in response time, accessibility, and personalization.

Strategy 130

Strategy Multi-Channel Loyalty Social Media 130

ECXO

JUNE 11, 2024

This transformation, driven by advanced data analytics, machine learning, and predictive technologies, is ushering in a new era of workplace efficiency and personalization. The Multi-Dimensional Impact of AI AI’s impact on the employee experience is multi-faceted, providing significant benefits while also posing substantial challenges.

Employee Experience 334

Employee Experience Analysis Multi-Channel Employee Engagement 334

Retently

DECEMBER 10, 2024

From sleek interfaces to powerful analytics, these alternatives are all about helping you listen to and learn from your customers. Choose an intuitive tool with essential features like customizable templates, automation workflows and real-time analytics. Look for key features like customization, logic branching and real-time analytics.

Multi-Channel 78

Multi-Channel Omni-Channel Analysis Survey 78

InMoment XI

JANUARY 17, 2024

Key Trends Impacting the Guest Experience in Hospitality Hospitality is a dynamic industry and new trends continue to emerge, raising expectations in a way that forces operators to rethink boardroom strategies, marketing and sales processes, and business models.

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

SurveySensum

FEBRUARY 17, 2025

Text Analytics Tools. What Are Text Analytics Tools? In simple terms, text analytics tools leverage machine learning, NLP, and other AI capabilities to break down unstructured data from customer feedback, online reviews, customer support chat, etc. But, How Do Text Analytics Tools Work? So whats the solution here?

Analytics 52

Analytics Tools Multi-Channel Analysis 52

Thematic

FEBRUARY 5, 2025

If you feel like you are drowning in a sea of customer feedback and struggling to pinpoint the real concerns, then you are experiencing text analytics challenges. That’s why text analytics is important. Let’s take a look at some of the common text analytics challenges.

Analytics 62

Analytics Analysis Social Media Multi-Channel 62

InMoment XI

FEBRUARY 8, 2024

A contact center is a centralized facility or department used by organizations to manage customer interactions through various communication channels, such as phone calls, emails, chat, and social media. Conversational Analytics Conversational analytics utilize advanced technologies to analyze spoken or written conversations.

Contact Center 195

Contact Center Multi-Channel First Call Resolution Social Media 195

Comm100

OCTOBER 17, 2023

Here are the key features, channels and tools of customer service automation software: Chatbots : These are AI-driven tools that can engage with customers in real-time on websites, apps, or messaging platforms. Analytics and Reporting : Gather data on customer interactions, identify trends, and make improvements based on insights.

Software 243

Software Chatbots Customer Service Knowledge Base 243

CloudCherry

FEBRUARY 13, 2018

And CloudCherry’s latest predictive analytics enhancements provide companies the competitive edge to unravel customer sentiment, not just more accurately, but in real-time. Companies can now drastically reduce the time required to analyze customer feedback at scale , reveal insights and predict trends. DECODE CUSTOMER SENTIMENT!

Analysis 186

Analysis Multi-Channel Trends Policies 186

Calabrio

MARCH 4, 2025

Analytics Conversation Intelligence: What It Is and Why You Need It Share Conversation Intelligence: What It Is and Why You Need It What Is Conversation Intelligence? Conversation intelligence gathers and interprets customer interactions across various communication channels. The result ?

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

BirdEye

MARCH 6, 2025

That was Black Bear Diner s goal as a multi-location restaurant aiming to stand out among hungry diners. A multi-location business will benefit from local SEO , ensuring that each location appears in relevant search engine results. Ensure all information is accurate and matches other online channels. Increase online presence.

Tips 85

Tips Tools Social Media Multi-Channel 85

TechSee

DECEMBER 16, 2021

In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences. Let’s look at some of the trends that are expected to drive this year’s priorities.

Call Center 124

Call Center Trends Self Service Contact Center 124

Uniphore

AUGUST 6, 2021

In fact, Gartner estimates that of the 70 percent of customers who attempt self-service during their resolution journey, only 9 percent of calls are resolved through that channel alone. Sheila McGee-Smith, Leading CX Industry Analyst – McGee-Smith Analytics, discusses the importance of curated knowledge. Drowning in Complexity.

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

Comm100

OCTOBER 16, 2018

Regardless of how a customer chooses to contact you, expectations of consistent and personalized interactions across every channel — phone, email, social, website, or live chat — don’t change. Use journey maps based on real customer experiences to identify personalization opportunities across all channels and systems. Complex queries?

Multi-Channel 178

Multi-Channel Customer Experience Customer Journeys Chatbots 178

BirdEye

NOVEMBER 20, 2024

Managing a multi-location dental practice requires your teams to juggle patient care, staff coordination, reputation , appointments, and communications daily. With GenAI, your multi-location dental practice can focus on delivering quality patient care without compromising growth or the bottom line.

Multi-Channel 52

Multi-Channel Insurance Chatbots Analytics 52

InMoment XI

JANUARY 12, 2024

Analyzing conversations allows businesses to identify trends, evaluate employee performance, and make informed decisions that align with organizational goals. This information, in turn, empowers companies to tailor their products, services, and communication strategies to meet the evolving needs of their customer base.

e-support 195

e-support Healthcare Multi-Channel Call Center 195

Comm100

DECEMBER 22, 2016

In this article, we’re going to give you a sneak peak at some of the customer experience trends that you can expect to see in the new year, and some tips on how you can put them into practice. Third party messaging applications, like Facebook messenger and Kik, will become mainstream channels for customer service. Click to tweet.

Omni-Channel 80

Omni-Channel Trends Multi-Channel Customer Service 80

SurveySensum

DECEMBER 30, 2024

CustomerGauge has been specifically built to cater to B2B and handle complex, multi-touchpoint journeys and various account sizes. It helps businesses manage multi-contact, hierarchical customer structures. Identify sentiments, complaints, and trends for actionable insights with AI-powered text analysis.

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

NICE inContact

JUNE 17, 2019

Many companies underestimate just how much the customer experience on digital channels matter. So, it’s no surprise that when it comes to dealing with businesses, I prefer to use digital channels over live phone calls. Now think about service over your digital channels. Studies show I am not alone in this preference.

Analytics 136

Analytics Customer Experience Management Contact Center 136

NICE inContact

JUNE 17, 2019

Many companies underestimate just how much the customer experience on digital channels matter. So, it’s no surprise that when it comes to dealing with businesses, I prefer to use digital channels over live phone calls. Now think about service over your digital channels. Studies show I am not alone in this preference.

Analytics 136

Analytics Customer Experience Management Contact Center 136

Lumoa

APRIL 28, 2024

But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. That’s where customer experience platforms come in.

Self Service 195

Self Service Customer Journeys Multi-Channel Feedback 195

Thematic

NOVEMBER 18, 2024

All you need to do is connect your data to an AI analytics platform like Thematic. You can get a snapshot of sentiment across many channels at the same time. That’s where it pays to have a more comprehensive analytics solution like Thematic that combines many LLMs with traditional non-generative AI.

Analysis 62

Analysis How To Multi-Channel Social Media 62

BirdEye

NOVEMBER 18, 2024

Managing social media requires juggling content creation, scheduling, analytics, and engagement – tasks that can overwhelm even experienced marketers. Performance analytics to get actionable insights that help you continuously improve your social strategy with: Competitor analysis Social media engagement tracking ROI measurement 3.

Social Media 59

Social Media Tools Multi-Channel Guidelines 59

Lumoa

JANUARY 11, 2022

NPS surveys or full NPS analytics? The question of “What should you invest in: survey or analytics?” And without great analytics, you would not understand your data. However, when debating survey vs. analytics, professionals often forget why they started the customer experience management program in the first place.

NPS 243

NPS Software Net Promoter Score Survey 243

Thematic

FEBRUARY 24, 2025

Use AI and sentiment analysis to uncover trends and emotions. Align teams and predictive analytics to anticipate needs. AI-driven analytics uncover hidden trends and predict customer needs. Customer reviews – Monitor online reviews to track trends in customer sentiment. Let’s go! Let’s go!

Strategy 62

Strategy Customer Experience Social Media Handbook 62

BirdEye

DECEMBER 30, 2024

Managing a multi-location mortgage business in today’s fast-paced market requires juggling multiple priorities: client relationships, loan processing, compliance requirements, and team coordination. However, details can slip out when your agents process multiple applications, especially for a multi-location operation.

Multi-Channel 52

Multi-Channel Social Media Analysis Financial 52

Brandwatch CX

FEBRUARY 2, 2019

From the smallest independent store to the largest multi-national brand, every business knows they need to be on social media. You can either have a dedicated social media analytics tool for each site or have a tool that covers all of the networks you are on. Inbuilt Social Media Analytics Tools. Pinterest Analytics.

Social Media 116

Social Media Analytics Tools Analysis 116

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Interaction 98

Interaction Analytics Call Center Contact Center 98

NobelBiz

NOVEMBER 26, 2024

Why You Need to Ask This: Understanding which features are standard, such as IVR, call recording, analytics, and reporting, helps you avoid overpaying for the necessary tools. Answer: The platform supports smooth scaling, so you can expand to new communication channels, integrate advanced tools, and add more agents.

Call Center 52

Call Center Multi-Channel Contact Center Analytics 52

Lumoa

FEBRUARY 14, 2024

A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. External factors like market demand, pricing trends, or competitors’ initiatives can arise at any time, setting off a chain reaction that affects your overall CX. Warm transfers” are a huge help in this area.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

NetBase

APRIL 5, 2019

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! It’s a process that can only be accomplished with the help of social analytics tools. If your budget allows, best-in-class AI-supported analytics are the goal. WHAT IS SOCIAL MEDIA ANALYTICS?

Social Media 99

Social Media Analytics Tools Marketing 99