eglobalis

MARCH 30, 2025

This article examines in detail how businesses in both B2B and B2C contexts are leveraging AI, sentiment analysis, voice-of-customer (VoC) platforms, predictive analytics, and streaming data to capture customer insights in the moment. In 2021 they embraced AI-based speech analytics to analyse every single call in their contact center.

Survey 320

Survey Banking NPS Effort Score 320

eglobalis

DECEMBER 11, 2024

Challenges in Experimentation for CX Programs Resource Constraints Effective experimentation requires significant time, budget and personnel, which can be challenging for organizations with limited resources. Strategic resource management is crucial for sustaining CX experimentation efforts.

Customer Journeys 356

Customer Journeys Effort Score Omni-Channel Social Media 356

eglobalis

FEBRUARY 3, 2025

Predictive Analytics for Proactive Support Predictive analytics powered by AI allows B2B businesses to anticipate customer needs and address issues before they arise. Similarly, SAP has been using its SAP Predictive Analytics tool since 2013 to help businesses forecast demand, optimize inventory, and improve service delivery.

B2B 385

B2B Customer Journeys Customer Experience Chatbots 385

InMoment XI

OCTOBER 19, 2021

In a nutshell, Lexalytics, and Tethr are data analytics platforms focusing on structured and unstructured customer data, as well as solicited and unsolicited feedback. There’s one resource that has long been underutilized for mining data—the contact centre! What the Acquisition and Partnership Means in a Nutshell. Wrapping Up.

Analytics 370

Analytics Data Customer Experience Social Media 370

eglobalis

OCTOBER 14, 2024

Their programs emphasize data analytics and feedback management, leveraging their own software. Lynn’s analytical and straightforward personality shines through in her work, adding exceptional value. Her work is filled with practical insights and well-reasoned solutions to CX challenges.

Customer Experience 447

Customer Experience Customer Journeys Case Study Innovation 447

Calabrio

FEBRUARY 25, 2025

Workforce Management Stay Focused on Your Business: Introducing Calabrio Managed Services for Analytics and Workforce Management Share Between increasing customer expectations and an influx of new technology, many contact centres are overwhelmed. Want to learn how modern multichannel analytics can help your brand?

Analytics 130

Analytics Management Return on Investment Resources 130

ECXO

NOVEMBER 26, 2024

Unicorns Are Resourceful Problem Solvers They have a knack for solving problems that stump everyone else. Chatbots, CRM systems, and AI-powered analytics can handle routine tasks, freeing up your team to focus on more complex issues. They often have an innate understanding of what customers need, even before customers do.

Self Service 334

Self Service Culture Training Analytics 334

Joe Rawlinson

JANUARY 24, 2025

Without a clear understanding of business analytics, entrepreneurs risk making decisions that may harm growth and profitability. Business analytics isnt just for large corporations. This article dives into the essential role of business analytics and how entrepreneurs can use it to achieve long-term success.

Analytics 78

Analytics Financial Return on Investment e-support 78

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

OCTOBER 31, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. Providing agents with resources and scripts can help manage talk time effectively.

Call Center 195

Call Center Metrics Self Service Effort Score 195

InMoment XI

NOVEMBER 21, 2024

Importance of Customer Analytics Customer analytics provides a blueprint for delivering exceptional customer service. Businesses are set to revolutionize how they gather and respond to customer feedback, shifting from traditional surveys to AI-driven VoC analytics. Leverage Advanced Analytics Tools. Collect Customer Data.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

eglobalis

OCTOBER 9, 2024

Even if a customer request seems appealing, it may divert resources from more important initiatives. If the ROI doesn’t justify the time, cost, and resources required to develop the feature, it might be better to focus on other initiatives. If the feature is too specific, it might drain resources without providing significant benefit.

Feedback 511

Feedback ROI Innovation B2B 511

InMoment XI

JANUARY 19, 2024

Successful businesses utilize prescriptive analytics to aid in data-driven decisions that will improve their bottom line. Your business can use analytics to drive success and improve customer experiences. What is Prescriptive Analytics? What is the Primary Goal of Prescriptive Analytics?

Analytics 195

Analytics Course Retail Resources 195

InMoment XI

DECEMBER 17, 2024

A skilled customer experience manager not only fosters collaboration among teams but also takes charge of managing personnel and allocating resources wisely. What Youll Discover in Our Guide: Holistic Interaction Analysis Immediate, Actionable Insights Deep Dive Analytical Tools Thank you Your download will begin shortly.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 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

eglobalis

MARCH 13, 2025

Leverage Customer Insights : Utilize customer feedback and analytics to identify pain points and opportunities, demonstrating a data-driven approach to decision-making. By employing these strategies, you can effectively secure leadership commitment and allocate the necessary resources for a successful CX transformation.

Leadership 234

Leadership B2B B2C Effort Score 234

InMoment XI

DECEMBER 18, 2024

What to Look for in Contact Center Automation Software Text and Speech Analytics Integrations Reporting Customizable Alerts The right contact center automation software boosts agent productivity and customer satisfaction. Text and speech analytics use machine learning to provide instant insights into emotions, context, and intent.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

InMoment XI

NOVEMBER 18, 2024

This enables marketers to focus their resources where they’ll have the highest impact. Quantitative Data Analysis Quantitative analysis uses website and/or app analytics combined with CRM data to analyze numerical data. Predictive analytics allows you to anticipate customer needs and take proactive steps.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

DECEMBER 10, 2024

A churn prediction tool like InMoment simplifies this process by leveraging analytics to highlight these at-risk profiles and segments. Leverage analytics to understand their pain points and goals. Its advanced text analytics and AI Journey Insights help identify churn drivers and hidden pain points to improve retention rates.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

Thematic

MARCH 20, 2025

Text analytics. What is text analytics ? And before you think, “Nah, analyzing text is hard,” here’s the good news: AI-powered text analytics makes it easy to analyze customer feedback at scale. Let’s talk about how AI text analytics can help your business. Let’s go!

Analytics 62

Analytics Customer Service Analysis e-support 62

eglobalis

JANUARY 28, 2025

The last time I read Paul’s work was the iconic CRM at the Speed of Light, Fourth Edition: Social CRM Strategies, Tools, and Techniques for Engaging Your Customers , which was a top-tier success and an invaluable resource. Technology’s Role in CX: Leveraging CRM tools, AI, and data analytics to enhance engagement.

CRM 195

CRM Customer Centricity Customer Engagement Engagement 195

eglobalis

NOVEMBER 5, 2024

This book is more than just a resource; it is an invitation to rethink, reshape, and ultimately transform the way we approach leadership, customer experience, and innovation. His foresight, paired with his hands-on approach to innovation, makes him a trusted guide for those seeking to stay competitive in an increasingly complex world.

Leadership 464

Leadership Innovation Social Media Trends 464

Lumoa

JANUARY 24, 2024

That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. When to use text analytics This situation is where automated text analytics in customer feedback is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic.

Analytics 195

Analytics Feedback Net Promoter Score Analysis 195

InMoment XI

OCTOBER 22, 2024

Use Data : Use analytics tools to track patient sentiment and monitor trends in your reviews. Analytics & Reporting : Software that provides insights into review trends, patient sentiment, and overall performance can help you adjust your strategy accordingly. Ready to take control of your online reputation?

Management 221

Management Social Media Healthcare Software 221

ECXO

DECEMBER 25, 2024

It can feel like a tug-of-war, where the push to scale revenue, grab a bigger slice of the market, and stay ahead of the competition sometimes clashes with the time, effort, and resources required to ensure customers feel valued and satisfied. Offer resources like FAQs, tutorials, or chatbots to address common concerns quickly.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

BlueOcean

MARCH 24, 2025

This article will walk you through key steps for building an effective SOW: Lay the Foundation for Your Contact Center SOW Clearly Define Your KPIs Set Strong Parameters Around Forecasting Establish Reporting & Analytics Expectations Build in Big-Picture Targets with a Risk & Reward Model Keep Your SOW Evergreen: Adjust and Realign 1.

Contact Center 156

Contact Center Automotive Analytics Metrics 156

InMoment XI

JUNE 24, 2024

With the increased adoption of AI in business across all industries, there has also been a rise in text mining and analytics. The Forrester Wave is a valuable resource that evaluates and ranks vendors in a particular market, but understanding how to read and interpret the Wave report can be daunting.

Analytics 195

Analytics How To Roadmap Knowledge Base 195

Calabrio

MARCH 25, 2025

Types of VoC Tools Voice of the Customer tools can, broadly speaking, be categorized into three main types, each serving a distinct purpose in capturing and analyzing customer feedback: Reporting and analytics tools These tools are designed to extract meaningful insights from customer interactions.

Software 130

Software Customer Journeys Tools Contact Center 130

InMoment XI

OCTOBER 23, 2024

Provide digital literacy resources to educate customers. Moreover, by handling repetitive analytical tasks, AI systems allow human agents to invest more of their time and energy into forging strong customer relationships by resolving more complex issues. You can encourage digital adoption by offering in-branch or online tutorials.

Banking 195

Banking Customer Experience Effort Score Financial 195

Optimove

MARCH 26, 2025

AI-powered analytics allow operators to detect early signs of problem gambling, helping operators identify possible at-risk players to receive the right interventions while keeping high-value and VIP players engaged responsibly. For more insights on using AI analytics in responsible gambling, contact us to request a demo.

Analytics 52

Analytics Financial Policies eBook 52

Thematic

JANUARY 16, 2025

If you just finished reading our “ How text analytics works ” article, then you know the basics, and are ready to find out the answer to the next big question: how exactly can text analytics help your business? Demand for text analytics is growing fast, and businesses using it are already seeing big benefits.

Analytics 62

Analytics Social Media Analysis Travel 62

Thematic

MARCH 20, 2025

So, how exactly is AI changing the game for customer insights and predictive analytics? Manually analyzing this data was inefficient, so they turned to AI-powered text analytics to extract meaningful insights. That’s predictive analytics in action—and it’s not just for streaming. Those that don’t?

Customer Insights 62

Customer Insights Analytics Social Media Analysis 62

InMoment XI

FEBRUARY 3, 2025

Businesses can use this rich data to inform their decision-making, refine their marketing strategies, and balance resource allocation in response to hard numbersnot just vibes. Using conversational analytics , businesses can identify what is and isnt working in different locations and make campaign adjustments where needed.

Social Media 195

Social Media Call Center Multi-Channel Advertising 195

InMoment XI

NOVEMBER 7, 2024

Advanced analytics features, like sentiment analysis and feedback segmentation, allow brands to uncover deep insights and make impactful, real-time improvements. However, the platform’s complex setup and maintenance can demand significant resources, especially for companies new to customer experience automation.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

AWS Machine Learning

MARCH 19, 2025

These programs provided them with the resources, technical guidance, and support needed to build at scale. This separation allows applications and models to scale independently, significantly reducing development cycle time and increasing resource utilization.

Innovation 143

Innovation Healthcare Training Resources 143

ECXO

AUGUST 19, 2024

Advanced analytics tools can interpret this data, ensuring decisions are evidence-based. Real-time analytics and customer feedback are integral to Samsung’s approach, allowing the company to identify pain points and make necessary adjustments. Gather Qualitative and Quantitative Data : Combine quantitative data (e.g.,

Customer Journeys 369

Customer Journeys Customer Experience Net Promoter Score Effort Score 369

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