Happy or Not

NOVEMBER 13, 2024

Exceptional customer service goes beyond simply addressing customer inquiries—it involves anticipating needs, personalizing customer interactions, and delighting customers at every touchpoint. It showed how personalized support and customer-centric solutions can result in happy customers who feel valued.

Examples 36

Examples Customer Service Case Study Hospitality 36

InMoment XI

MARCH 21, 2025

Conversational intelligence insights are findings derived from assessing customer conversations with or about your brand. Customer Journey Insights and Engagement Patterns Conversational intelligence tracks customer interactions across different touchpoints, from the point of first contact to post-purchase.

Ecommerce 195

Ecommerce Trends Effort Score Sales 195

Optimove

NOVEMBER 28, 2024

The Importance of Data-Driven Marketing : Optimove’s customer insights and predictive analytics enable marketers to craft highly targeted campaigns, ensuring maximum impact from this unique blend of retail and sports fan engagement. In Summary Black Friday and the NFL are merging to create a day of unprecedented opportunity.

Sports 59

Sports Retail Multi-Channel Effort Score 59

Experience Investigators by 360Connext

MAY 15, 2024

This massive conference brings together 10,000+ experience management professionals to discuss what’s next, share case studies, and more. The team consolidated its many experience management functions into the Office of Transformation, which empowers employees with customer insights and data.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Culture 143

InMoment XI

NOVEMBER 15, 2023

Increased Cross-Selling and Upselling Opportunities: Understanding customer preferences and behaviors enables businesses to identify opportunities for cross-selling and upselling. By tailoring product recommendations and promotions based on customer insights, companies can increase revenue from existing customers.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

Thematic

OCTOBER 30, 2024

VoC analysis streamlines this process by providing real-time feedback from customers. By leveraging customer insights, businesses can make informed decisions quickly, saving time and resources while reducing the risk of launching products that do not meet market needs. Read the full Watercare and Thematic case study.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

ShepHyken

DECEMBER 4, 2020

As we have seen, if you do just one thing for experience, in a vacuum, absent of strategy, you are likely to generate more dissatisfied customers than if you had done nothing. When you offer only one better touchpoint, all the other points look and feel even worse. Customer Experience Roadmap Case Study.

Roadmap 113

Roadmap Customer Experience Airlines How To 113

ChurnZero

DECEMBER 10, 2019

While the team had the ability to view aggregate customer data, it existed in a web of unorganized spreadsheets. Uncovering customer insights required time-intensive manual analysis. These insights provide timely notifications when health scores change or when important customers require a touchpoint. .

Case Study 75

Case Study Analysis Touchpoint Customer Success 75

Retently

MARCH 17, 2025

Heres how they break down: Weekly Reports The Whats Happening Now Report Covers the latest ticket trends, response times, customer complaints, and quick wins. Helps teams react fast to emerging issues in different CX touchpoints (e.g., Tracks customer pain points in real-time. They track operational KPIs, not customer insights.

Report 90

Report How To Effort Score NPS 90

Thematic

MARCH 26, 2025

In particular, customer review analysis helps surface recurring themes and pain points shared in public feedback, giving teams a clearer picture of user sentiment. Without a structured feedback loop, businesses operate in the dark, relying on assumptions rather than real customer insights.

Feedback 62

Feedback Social Media Analysis Survey 62

BirdEye

FEBRUARY 4, 2025

Automate response workflows, ensuring quick and consistent engagement across all touchpoints. Birdeye Surveys AI AI-driven customer feedback collection, sentiment analysis, and experience enhancement Create and automate surveys with AI-generated questions tailored to customer insights.

Tools 52

Tools Brands Management Multi-Channel 52

Happy or Not

APRIL 1, 2025

Why capturing feedback at the right moment matters A well-executed customer feedback strategy focuses on capturing responses immediately after the experience, ensuring businesses gather qualitative feedback that reflects genuine reactions. At the same time, the experience remains fresh in the customers mind.

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36

SurveySparrow

JULY 4, 2023

It enables businesses to create personalized, seamless, and memorable experiences at each touchpoint, fostering customer satisfaction, loyalty, and advocacy. It has become all the more important as customers today have an abundance of options at their fingertips.

Customer Journeys 52

Customer Journeys Customer Experience Touchpoint Chatbots 52

DCX

JULY 30, 2024

Example: "Our goal isn't just to answer 100 calls a day, but to resolve 95% of customer issues on the first contact." Illustrating customer impact: Share customer journey maps highlighting touchpoints where service interactions make or break the experience.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

Thematic

OCTOBER 7, 2024

A robust Voice of the Customer (VoC) strategy is no longer optional. By actively listening and strategically acting on customer insights, you can transform feedback into powerful business growth. Gather feedback Collect insights from customers using various channels, such as surveys, interviews, social media, and online reviews.

Voice of Customer 62

Voice of Customer Strategy Social Media Handbook 62

Eptica

JULY 2, 2019

Gartner estimates that 80% of an enterprise’s data is unstructured, living in emails, social media posts or other documents – brands need to analyze these verbatim customer conversations if they want complete insight.

Net Promoter Score 62

Net Promoter Score ROI NPS Return on Investment 62

SurveySparrow

JUNE 20, 2023

A Voice of Customer program goes beyond traditional customer feedback by using a systematic approach to gather, analyze, and act upon customer insights. Based on these insights, businesses make informed decisions to improve the overall customer experience, and drive meaningful change. SAMA Educational Co.

Voice of Customer 52

Voice of Customer Customer Journeys Omni-Channel Strategy 52

Thematic

SEPTEMBER 24, 2024

What is Voice of Customer (VoC) Analytics? Voice of the Customer (VoC) Analytics is the process of gathering, analyzing, and interpreting customer feedback across various touchpoints. Integration Across Channels : Gathering together data from all touchpoints in one place for a unified view.

Voice of Customer 62

Voice of Customer Analytics Tools Strategy 62

Optimove

MAY 27, 2024

The CRM team needed to be able to understand the significance of customer behaviors so they could tailor campaigns, communications, and messages, and send them at the right moment on the right channel. Additional challenges included: SQL for campaign set up was complex and required technical and analytical expertise.

Sports 52

Sports CRM Case Study Communication 52

Optimove

MAY 27, 2024

The CRM team needed to be able to understand the significance of customer behaviors so they could tailor campaigns, communications, and messages, and send them at the right moment on the right channel. Additional challenges included: SQL for campaign set up was complex and required technical and analytical expertise.

Sports 52

Sports CRM Case Study Communication 52

NobelBiz

JULY 9, 2024

’ Read Case Study How Do Lead Generation Call Centers Operate? By focusing on these objectives, they ensure a continuous flow of potential customers into the sales funnel. All the way from onboarding to support to troubleshooting has been great throughout this journey!’

Call Center 52

Call Center Multi-Channel Contact Center Social Media 52

NobelBiz

MAY 21, 2024

Integrating analytics and reporting tools provides real-time insights into call center performance and customer behavior, enabling data-driven decisions, performance monitoring, and enhanced customer insights. Market Research: Outbound call centers conduct surveys and research to gather customer insights.

Call Center 52

Call Center Contact Center Effort Score Average Handle Time 52

Currency Alliance

OCTOBER 12, 2021

In most marketing contexts, ‘co-creation’ implies co-creating with the customer – to design a new clothing line, for instance, or a new brand logo perhaps – and if you search for co-creation case studies on Google that’s mostly what you’ll discover. Applying loyalty mechanics at more customer touchpoints.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Hero Digital

OCTOBER 5, 2019

Below, you’ll find our five-step process for identifying key customer insights, untangling the buyer’s journey, and building full-funnel B2B messaging strategies. do your target customers look to for information? How many touchpoints—the places your target customers engage with you—are you reaching?

B2B 40

B2B Touchpoint Multi-Channel Survey 40

BirdEye

SEPTEMBER 10, 2024

Today, customers might enter or leave the funnel at different stages, driven by their unique needs and interactions across multiple digital touchpoints, such as social media, email, or online reviews. This is where webinars, case studies, and detailed product information play a significant role.

Marketing 59

Marketing Social Media B2C B2B 59

delighted

DECEMBER 10, 2019

In light of this, ROX is emerging as a way for companies to measure how improving customer experience drives consumer behavior and yields measurable results. A common misconception when building a customer experience program is that it is difficult to quantify the success of your endeavors and that the ROI is usually unclear.

ROI 40

ROI Measurement Customer Experience Effort Score 40

ProProfs Chat

DECEMBER 11, 2020

Follow-up surveys allow you to question your customers regarding your service quality. They are better and more effective than post-service ratings and one-time surveys when it comes to capturing valuable customer insights. Remember that quality begins with you but ends with your customers.

Metrics 52

Metrics Measurement Customer Service Social Media 52

Thematic

SEPTEMBER 19, 2024

This integrated approach enables businesses to see the bigger picture and make informed decisions based on a wide array of customer inputs. VoC Analysis Tools: AI and Machine Learning Advanced VoC analysis tools leverage AI and machine learning to enhance the depth and accuracy of customer insights.

Voice of Customer 62

Voice of Customer Tools Social Media Analysis 62

Currency Alliance

MARCH 21, 2019

More agile, affordable, and powerful loyalty platforms are now top priority for brands as they seek to build the richest customer insight, and enable differentiation in an increasingly crowded loyalty landscape – where gaining customer attention will be a major bottleneck.

Loyalty 58

Loyalty Banking Loyalty Programs CRM 58

NobelBiz

FEBRUARY 13, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. Read Case Study Watch video CRM Integration What Is a CRM Call Center Integration?

Call Center 59

Call Center Self Service Software Contact Center 59

Currency Alliance

FEBRUARY 10, 2020

Thanks to supermarkets’ high customer frequency and good data analytics, grocery chains can dynamically apply different points earning levels based on the available margin on each item sold, FMCG/CPG-funded offers, and insight about the share of wallet they are getting from each customer. utilities (AGL). fashion (Adidas).

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

SmartKarrot

JANUARY 7, 2022

Customer intelligence will help understand more about the customer and their data. It includes data from all aspects of the customer-. Touchpoints from the customer journey Time instances Customer data technology. Different ways customer intelligence can help your business.

Social Media 10

Social Media Competitive Advantage B2B Case Study 10

Thematic

AUGUST 29, 2024

Think of it as tapping into your customers' direct thoughts and emotions so you can deliver exactly what they want. Whether through surveys, reviews, or social media, VoC helps you turn customer insights into better business decisions. In this article we’ll delve into what Voice of Customer is and why it matters.

Voice of Customer 62

Voice of Customer Social Media Analysis Feedback 62

Qualtrics

DECEMBER 15, 2021

CX professionals in the federal government have been true pioneers, cutting new paths and shifting their organizations toward customer-centricity. It calls upon agencies to take a human-centered approach to managing customer experience and improving service delivery. Listen to “see” experience beyond organizational boundaries.

Customer Experience 26

Customer Experience Government Customer Journeys Social Media 26

Bold360

DECEMBER 1, 2016

End of the day, these systems are often the main touchpoint for customers and a brand and overlooking these as just a tool can have very negative business results. If they don’t, they run the risk of the competition getting ahead by optimizing for the customer more efficiently and effectively. Elizabeth Venafro.

Software 40

Software Customer Experience Company CRM 40

Confirmit

MAY 29, 2018

Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. Why Does Voice of the Customer Matter? Understand your customers’ expectations better.

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40