InMoment XI

DECEMBER 3, 2024

As a result, the model removes the guesswork from your customer experience strategy , replacing it with a roadmap to CX excellence. Therefore, a CX maturity model encourages an omnichannel, analytical approach. It provides a data-driven approach to identifying areas for improvement across the customer journey.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

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

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

Uniphore

JANUARY 14, 2022

Strategic roadmap to deliver new-age customer experiences. How are firms and client partners delivering against the omnichannel experience? We will also explore the impact of agent authentication and conversational analytics.? The post Strategic roadmap to deliver new-age customer experiences appeared first on Uniphore.

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

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. Heres how: 16.

Contact Center 130

Contact Center Management Strategy Call Center 130

AWS Machine Learning

NOVEMBER 15, 2023

Principal is conducting enterprise-scale near-real-time analytics to deliver a seamless and hyper-personalized omnichannel customer experience on their mission to make financial security accessible for all. They are processing data across channels, including recorded contact center interactions, emails, chat and other digital channels.

Omni-Channel 118

Omni-Channel Financial Groups Analytics 118

Retently

NOVEMBER 27, 2024

It’s like a roadmap that shows where things are working – and where they’re not. Tracking Customer Behavior Platforms like Google Analytics, Hotjar, and Shopify’s built-in analytics can uncover behavioral patterns that aren’t immediately obvious. Here are the most powerful approaches: 1. A heatmap will show you.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

SuiteCX

JUNE 16, 2017

Retailers will continue to struggle with an “omni channel” existence, trying to determine the perfect balance of physical presence and digital touch. What are the critical areas: Shared ownership of the Omni-channel Experience. Use advanced analytics and machine learning to provide contextually relevant messages.

Omni-Channel 124

Omni-Channel Retail Industry Multi-Channel 124

InMoment XI

APRIL 9, 2025

A lack of investment in predictive analytics tools and experts leads to guesswork rather than data-driven predictions. Technological Limitations Without omnichannel data collection and AI-driven insights, your business will struggle to collect and act on valuable competitor and customer data.

Trends 195

Trends Sales Analysis First Call Resolution 195

SuiteCX

JUNE 16, 2017

Retailers will continue to struggle with an “omni channel” existence, trying to determine the perfect balance of physical presence and digital touch. What are the critical areas: Shared ownership of the Omni-channel Experience. Use advanced analytics and machine learning to provide contextually relevant messages.

Omni-Channel 100

Omni-Channel Retail Multi-Channel Social Media 100

Responsetek

MAY 3, 2018

Your goal in the current sales environment is omnichannel consistency, but it requires a great deal of coordinated effort to achieve. Omnichannel consistency is worth the effort; it can create a point of differentiation that leads to greater customer loyalty. So, how can you establish your own Omnichannel Listening Strategy?

Omni-Channel 40

Omni-Channel CEM Loyalty Programs Roadmap 40

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 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

rethinkCX

FEBRUARY 23, 2025

From AI-driven personalization to community-powered loyalty, these trends arent just buzzwordstheyre your roadmap to staying ahead. Trend 3: Seamless Omnichannel CX in a Zero-Click World Whats Happening in 2025? With search engines evolving (hello, zero-click results), omnichannel customer experience is more critical than ever.

Trends 52

Trends Customer Experience How To Omni-Channel 52

Happy or Not

APRIL 4, 2022

More flexibility, more integration and better omnichannel capabilities – those were the three themes in this year’s roadmap introduced in the first blog post of the year. Helping customers gain more omnichannel benefits. The post Flexibility, integration & omnichannel appeared first on HappyOrNot.

Omni-Channel 69

Omni-Channel Roadmap Feedback Analytics 69

NICE inContact

DECEMBER 17, 2018

At the heart of outstanding CX is a true multichannel or omnichannel approach to contact center service. Gartner’s latest Magic Quadrant for CCaaS [i] highlights the importance of omnichannel customer service capabilities to consistently deliver the highest quality CX with every interaction. Playing the CX long game.

Contact Center 120

Contact Center Omni-Channel Roadmap Analytics 120

AWS Machine Learning

SEPTEMBER 23, 2024

This innovation has transformed client interactions and operational efficiency through the use of Amazon Transcribe Call Analytics , Amazon Comprehend , and Amazon Bedrock. To learn more, visit Amazon Transcribe Call Analytics , Amazon Comprehend , and Amazon Bedrock. The following diagram illustrates the solution architecture.

Analytics 118

Analytics Self Service First Call Resolution Banking 118

Optimove

DECEMBER 18, 2024

This post offers a clear roadmap for using analytics to drive sustainable growth in a burgeoning market. Responsible Gaming with Data: By leveraging behavioral analytics and customizable limits, LATAM operators can build trust, enhance player well-being, and meet regulatory expectations, following Europe’s example.

Gamification 64

Gamification Sports Loyalty Programs Omni-Channel 64

Quadient

JUNE 22, 2022

Consumers expect frictionless experiences that are timely and relevant, yet many organizations struggle to meet this standard, especially in an omni-channel world of increasingly diverse channel preferences. . He joined Quadient in 2019 and leads the portfolio vision and roadmap for Quadient CXM. Any-prem alternatives .

Omni-Channel 52

Omni-Channel Multi-Channel Roadmap Communication 52

Martin Hill-Wilson

JANUARY 29, 2016

The first is Interaction Analytics which provides credible evidence of what goes on day in day out. Visual IVR becomes the GUI of choice: delivering omni-channel fluency together with an infinitely more intuitive way of engaging with service options, relative to its audio equivalent. Some remains on the roadmap.

Omni-Channel 40

Omni-Channel Roadmap Self Service Customer Journeys 40

Comm100

FEBRUARY 6, 2018

Company Seeks Omnichannel Customer Support Software. Need : Customer service software, sales tools, omnichannel software, live chat software. Zendesk divides its software into separately priced sub-products, meaning that to get its full omnichannel functionality, you have to pay more. Company Seeks Tool for Advanced Marketers.

Software 145

Software Customer Engagement Engagement Omni-Channel 145

CSM Magazine

NOVEMBER 21, 2024

TTEC Digital’s recognition reflects its dedication to leveraging advanced technologies such as AI, data and analytics, and automation to enhance the customer experience for mid-market enterprises. The report emphasizes TTEC Digital’s ability to drive significant business outcomes through its digital transformation initiatives.

Case Study 52

Case Study Roadmap Innovation Contact Center 52

Thematic

FEBRUARY 24, 2025

Align teams and predictive analytics to anticipate needs. AI-driven analytics uncover hidden trends and predict customer needs. Their lean research team uses AI-powered analytics to process thousands of net promoter score (NPS) survey responses, identifying real-time pain points. Let’s go! One example?

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Avaya

APRIL 24, 2017

This is where the ability to understand your data—specifically, customer journey analytics —becomes vital. Adopting customer journey analytics means businesses must now support a powerful, real-time visualization of the customer journey across all lines of business, not just the contact center.

Customer Journeys 59

Customer Journeys Analytics Multi-Channel Contact Center 59

AWS Machine Learning

AUGUST 8, 2024

Notably, the team’s work extends to Webex Contact Center, a cloud-based omni-channel contact center solution that empowers organizations to deliver exceptional customer experiences. Use case overview: Contact center topic analytics A key focus area for the WxAI team is to enhance the capabilities of the Webex Contact Center platform.

Contact Center 125

Contact Center Omni-Channel Multi-Channel Innovation 125

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

ECXO

NOVEMBER 16, 2023

Predictive analytics are being used to anticipate customer needs, identify likely issues and and work out what comes next. Any technology that makes CX poorer has no place on the roadmap. Then ChatGPT happens. By 2026, two-thirds of business leaders expect to adopt GenAI to enhance customer service, according to Insight Enterprises.

Customer Experience 194

Customer Experience Chatbots Self Service Touchpoint 194

InMoment XI

APRIL 3, 2024

Here, we highlight several elements intrinsic to meeting and surpassing customer expectations online: Making Omnichannel Your Top Priority Creating an omnichannel customer experience may be the biggest factor determining the success of any modern digital experience plan. Always be on the lookout for areas where you could be improving.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

Journey maps identify critical customer touchpoints , including offline and online channels and touchpoints. They’re all about the customer’s perspective, making them different from process maps or product roadmaps, for example. Teams often start with a general journey map that shows how customers typically engage with them.

Customer Journeys 162

Customer Journeys How To Multi-Channel Roadmap 162

NobelBiz

NOVEMBER 6, 2023

Speech Analytics: This tool uses natural language processing to analyze customer-agent interactions, providing insights into customer sentiment and agent performance. Predictive Analytics By delving into past interactions, automation tools unveil valuable patterns, allowing agents to anticipate and resolve issues before they escalate.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

Hero Digital

OCTOBER 16, 2018

Our CX Maturity Model is a framework that helps to assess your current organizational approach and provide an achievable roadmap for moving forward. Data must be manually gathered across decentralized tech tools and only reflect channel-level or campaign-level analytics reporting based on traffic. Level 1: Developing.

Omni-Channel 41

Omni-Channel Customer Experience Multi-Channel Roadmap 41

InMoment XI

OCTOBER 3, 2024

You can implement predictive customer analytics to identify signs of dissatisfaction or disengagement, such as decreased platform usage or negative feedback. However, if the account managers are informed about the product development roadmap, they will know when it is appropriate to start promoting new products or features.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

rethinkCX

FEBRUARY 24, 2025

A fractional CX leader adapts to your stagewhether youre a startup refining your voice or an established firm scaling omnichannel support. Heres a glimpse: Strategic Planning : A fractional CX leader might audit your current customer journey, pinpoint friction, and craft a roadmap to boost satisfaction.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score e-support 52

SurveySparrow

JUNE 2, 2023

Use analytics tools to track customer behavior on your site. Our omnichannel experience management platform can help you gather invaluable customer feedback, analyze it, and implement actionable changes that can take your ecommerce experience from good to great. This is where data comes in. Which pages do they spend the most time on?

Ecommerce 52

Ecommerce Roadmap e-support Customer Experience 52

BirdEye

MARCH 6, 2025

Think of this as your roadmap to winning over potential customers. Post at optimal engagement times based on audience analytics. Use AI-powered analytics to refine content and SEO strategy Tracking SEO performance and customer behavior helps businesses optimize their search results’ visibility and content effectiveness.

Tips 85

Tips Tools Social Media Multi-Channel 85

SurveySparrow

JULY 23, 2023

Rich Insights: Analyze responses in depth with detailed reporting and analytics. Advanced Text Analytics : Use AI to analyze open-text feedback and extract actionable insights. Medallia Imagine having a roadmap for each customer’s journey. Text Analytics : Transform text responses into structured data for analysis.

Customer Experience Management 52

Customer Experience Management CEM Omni-Channel Tools 52

Lithium

APRIL 12, 2022

Plus, agents can handle voice interactions in the same, familiar Khoros interface they use to handle digital channels. With the addition of this voice integration, Khoros is closing the omnichannel loop! Marketing Comparative Analytics. ICYMI These features released recently, but just in case you missed them. Secure Forms.

Omni-Channel 52

Omni-Channel Innovation Contact Center Customer Service 52