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

ECXO

MARCH 6, 2025

While customer delight is the ultimate goal, framing it in terms of ROI and competitive advantage speaks the language of executives and ensures CX strategy gets the necessary support. B2B organizations are increasingly investing in CX technologies such as experience management software, analytics tools, and AI-driven solutions.

B2B 339

B2B Customer Journeys How To Effort Score 339

eglobalis

JULY 2, 2024

Comprehensive feedback from multiple sources, integrating Voice of the Customer (VOC), metrics, measurements, data analytics, real-time sentiment analysis, and evolving AI developments, is essential for gaining a complete customer understanding. Revenue Growth: Tracks growth directly attributed to customer experience initiatives.

NPS 450

NPS Feedback Net Promoter Score B2C 450

ECXO

AUGUST 12, 2024

MarTech’s Impact on Global CX Strategies The Asia-Pacific (APAC) region, with its rapid technological adoption and diverse markets, presents both opportunities and challenges for enhancing customer experience. By strategically deploying MarTech, businesses in APAC are achieving exceptional customer satisfaction, growth, and loyalty.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

eglobalis

JULY 31, 2024

The APAC region, known for its rapid technological advancements and tech adoption as its diverse markets, presents unique opportunities and challenges in the realm of customer experience. Advanced analytics help businesses understand customer behaviour, measure campaign effectiveness, and optimize strategies to improve CX.

Customer Experience 425

Customer Experience Social Media Analytics Chatbots 425

eglobalis

MARCH 4, 2025

According to Forrester, conversational AI especially with new generative AI has emerged as one of the top technologies delivering relative fast ROI, with the biggest impacts in e-commerce, sales, and customer service and experience.

Self Service 198

Self Service Strategy Contact Center Virtual Agent 198

InMoment XI

OCTOBER 24, 2024

By providing the tools necessary for effective communication, personalization, and analytics, these platforms enable businesses to build stronger relationships with their customers. InMoment has also been recognized for having the fastest ROI time, the best support, and the easiest to use.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

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

TechSee

DECEMBER 11, 2024

Each of these predictions is based on an analysis of the leading service trends in 2024 presented at conferences, as well as those most discussed by influencers, reporters and analysts. Looking ahead, 2025 presents exciting opportunities to refine and expand these innovations. Outcome : Accurate for early adopters.

Trends 109

Trends Self Service Omni-Channel Social Media 109

Retently

NOVEMBER 27, 2024

According to Google, 70% of buying decisions happen during these moments, making it crucial for your business to be present and ready to deliver what customers need instantly. Tracking Customer Behavior Platforms like Google Analytics, Hotjar, and Shopify’s built-in analytics can uncover behavioral patterns that aren’t immediately obvious.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

InMoment XI

NOVEMBER 26, 2024

Increased Resource Allocation Customer journey maps can help you identify problems and present a strong business case for customer experience improvement. Focus: Real-time customer journey analytics to understand the emotions, pain points, and touchpoints customers are experiencing at every stage.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

C3Centricity

APRIL 2, 2018

Insights 2020 by Kantar-Vermeer spoke about the need for researchers to have five critical capabilities : Research & analytics mastery. A more recent study by BCG and GRBN resulted in an Invest in Insights Handbook to help organisations report on the ROI of the insights function. It also allows the measurement of its ROI.

Handbook 275

Handbook Marketing ROI Social Media 275

C3Centricity

OCTOBER 12, 2014

Big data and analytics, with how they will impact predictive modelling and the marketing mix. Following on from the opportunities of Big Data, the next concern is Marketing Accountability and its ROI. Marketing ROI. Understanding customers and the customer experience with particular emphasis on the impact of social and digital.

Marketing 226

Marketing ROI Social Media Connections 226

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

Experience Investigators by 360Connext

JANUARY 7, 2025

My client had just returned from a presentation to her executive committee. Related resource : Customer Experience ROI: Tying CX Investments to Business Success Customer Experience ROI: Tying CX Investments to Business Success Prove customer experience ROI with strategies to tie CX investments to measurable CX metrics and outcomes.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

InMoment XI

FEBRUARY 8, 2023

CX leaders must have the will and influence to drive demonstrable culture change, improvement, and ROI no matter where they report within the company. Look for the next article on the other organizational elements that need to be present beyond the CX leader and core team. It’s not easy, but nothing worth doing ever is.

Sports 221

Sports Financial ROI Leadership 221

InMoment XI

FEBRUARY 15, 2023

Stage #3: Understand Consolidate all data streams and leverage advanced analytics to identify where and how to act (and the anticipated impact on customer outcomes). Driving ROI from your customer experience efforts continues to be the biggest conversation in the CX community and the greatest challenge for most companies.

Sports 221

Sports Leadership Lifetime Customer ROI 221

Customer Bliss

OCTOBER 3, 2017

In his current position he is responsible of defining and implementing Zurich Spain customer strategy, from customer experience to customer base management or customer data analytics. Understanding Quick ROI. Enrique: When he presented his first road map at Zurich, the CEO was about to retire. That’s 197, 260 per day.)

Chief Customer Officer 125

Chief Customer Officer ROI NPS Leadership 125

Lumoa

JANUARY 11, 2022

Aiming for a high NPS score will help you in increasing your profit and achieve a high ROI on your customer experience. 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.

NPS 243

NPS Software Net Promoter Score Survey 243

BirdEye

NOVEMBER 21, 2022

When it comes to social media, analytics is everything. Thankfully, social media analytics is becoming easier and more accessible. In this blog, we’ll show you why social media analytics is important, talk about ways to get started, and how best to use social media data to gain valuable insights for your marketing efforts.

Social Media 98

Social Media Analytics Multi-Channel Metrics 98

ECXO

OCTOBER 5, 2023

Experience Management Maturity Price: € 415 EUR Description: Learn how to generate indisputable ROI and internal engagement through modernized approaches to customer, partner, and employee experience Metrics & Analytics, Design & Efficiencies, Culture & Accountability, VoX & Intelligence, and Strategy.

ROI 156

ROI Video Government Leadership 156

Lumoa

SEPTEMBER 8, 2021

” Yes, multiple-choice and Likert scale questions are easier to turn into fancy graphs for presentations, but they don’t allow the customer to express their genuine feedback. You will reap more benefits from using text analytics on your open-ended responses than from collecting numerical, in-actionable scores.

Customer Experience Management 195

Customer Experience Management CEM Customer Experience Management 195

Win the Customer

DECEMBER 21, 2024

Analyzing data to identify patterns and trends: Utilize data analytics and machine learning algorithms to identify customer segments, predict future behavior, and uncover hidden insights. Customized content: Present customers with content that is relevant to their interests and needs, such as personalized articles, blog posts, and videos.

Social Media 59

Social Media Roadmap Return on Investment Chatbots 59

Customer Bliss

NOVEMBER 1, 2018

Mary spontaneously goes to driver-organized meetups because she wants to show up, connect, and be present for what’s happening with the drivers. Mary believes that when you’re present and authentically engaged with employees (or contractors), it’s more beneficial than looking through data on spreadsheets and being on conference calls.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

InMoment XI

JULY 16, 2024

Platforms like X, Meta/Insta, YouTube, and Google shape brand perceptions and impact purchasing decisions, directly affecting your ROI. Conversely, negative comments and low ratings can highlight areas needing improvement, presenting businesses with opportunities to refine their products and services.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

Platforms like X, Meta/Insta, YouTube, and Google shape brand perceptions and impact purchasing decisions, directly affecting your ROI. Conversely, negative comments and low ratings can highlight areas needing improvement, presenting businesses with opportunities to refine their products and services.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

NOVEMBER 28, 2023

Read on to discover actionable strategies and approaches in online review management — and how it can also help add richer data, insights, and ROI from your customer experience strategies. Use analytical tools to generate actionable insights: Data from reviews is only as good as the insights you extract from it.

Management 259

Management Marketing Social Media Guidelines 259

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

InMoment XI

APRIL 23, 2024

And by doing so, you’ll see rapid, proven ROI across your programme from retention, to customer acquisition, from share of wallet growth, to cost to serve reduction. Insights-Driven Actions InMoment’s AI-driven solutions go beyond traditional decision-making by harnessing the power of data analytics.

Social Media 195

Social Media Analysis Feedback Loyalty 195

ProProfs Chat

APRIL 25, 2019

As an eCommerce entrepreneur, it’s not always easy to select the right tools that are decisive and provide a promising ROI. Here is a list of top tools that can help you boost conversion rate and improve your ROI. Google Analytics. Heap Analytics. Google Analytics. Quick Navigation. ProProfs Chat. WordPress.

Ecommerce 75

Ecommerce ROI Tools Analytics 75

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. Spotlight’s integrated approach provides a comprehensive view, turning past and present data into powerful, actionable insights for immediate strategic impact.

Analysis 195

Analysis Social Media Analytics Loyalty 195

Uniphore

NOVEMBER 23, 2021

Subject matter experts Jafar Syed of Uniphore and Saurabh Rai of Tech Mahindra have teamed up to present a podcast that explores how conversational automation generates return on investment (ROI) by promoting innovation, boosting agent productivity, and increasing customer satisfaction. Uniphore and Tech Mahindra Partnership.

Average Handle Time 130

Average Handle Time Return on Investment e-support ROI 130

Brandwatch CX

FEBRUARY 3, 2019

Thankfully there is no shortage of Facebook analytics tools to help maximize its potential. Some of these tools offer analytics for multiple social media sites, which makes sense when 91% of brands have multiple social accounts. Free Facebook Analytics Tools. Detailed reports including page level and timeline level analytics.

Analytics 89

Analytics Tools Social Media Analysis 89

Customer Bliss

AUGUST 29, 2017

An avid business trend watcher, her customer experience expertise comes from combining more than 20 years of experience in both Fortune 500s and startups with her strategic insights and knowledge of analytics and technology. There is no better feeling than creating great ROI through human connection.”.

Connections 178

Connections Customer Experience Net Promoter Score B2B 178

SurveySensum

OCTOBER 31, 2024

It not only fosters customer loyalty but builds trust among customers, both present and future. This shows that investing in creating an engaging and long-lasting relationship with customers via digital channels will help you increase the ROI of your efforts and increase the loyalty of the customers you already have.

Customer Engagement 52

Customer Engagement Engagement Social Media ROI 52

NetBase

NOVEMBER 14, 2018

Here’s a social analytics checklist to get you ready for a bold, successful 2019. Assess Your Present Status. For this you need real-time social media analytics tools with sentiment analysis capabilities , and you should be in the habit of consulting them. Invest in Upgraded Social Analytics Tools.

Analytics 72

Analytics Net Promoter Score Social Media Analysis 72