BlueOcean

JULY 18, 2017

We recognize that change can be difficult, so we have made a point to focus on the people-side of the change, hearing their voices and gathering actionable feedback. The post Automating Transactional Volume for Multinational IT Corporation: A Case Study appeared first on. The Results. Let’s talk today.

Case Study 50

Case Study Study Contact Center ROI 50

AskNicely

OCTOBER 29, 2018

How often does anyone take the time to give feedback on a comment card? Feedback was so sporadic, they felt blind to the member experience, and powerless to make changes before members left them. That’s when they realized: the best way to get feedback from members was simply to ask them. Is there even a way to tell them?

Case Study 150

Case Study NPS Study Net Promoter Score 150

AskNicely

NOVEMBER 20, 2018

Getting feedback straight to the front line. A key requirement for their success is to get customer feedback into the right hands at the right time. With so many transactions, the constant stream of feedback could easily become overwhelming. That’s 22 million opportunities to get the customer experience right — or wrong.

Case Study 150

Case Study Study Net Promoter Score NPS 150

ECXO

MARCH 6, 2025

In the following sections, we explore how to lead a successful CX transformational program in a B2B settingcovering everything from executive leadership and strategy to metrics, culture change, and real-world case studies. Another tactic to shift culture is to make customer feedback and outcomes highly visible internally.

B2B 339

B2B Customer Journeys How To Effort Score 339

ECXO

OCTOBER 23, 2024

Furthermore, AI enables organizations to gather and analyze customer feedback at scale. Sentiment analysis algorithms can process vast amounts of customer feedback from multiple sources, such as social media platforms, online reviews, and surveys. It then provides live feedback to agents to help them adjust their approach.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

ECXO

NOVEMBER 26, 2024

Create Backup Plans for Key Roles Plan for the unexpected by having backup employees trained to take over key roles in case a unicorn leaves or is unavailable. Cross-training employees ensures that there’s no single point of failure in your customer experience strategy. Recognize and reward collaborative efforts, not just individual heroics.

Self Service 334

Self Service Culture Training Analytics 334

GetFeedback

NOVEMBER 20, 2019

That’s why collecting customer feedback is more important than ever. . Collecting feedback allows you to know what your customers think about your brand, your service, and your product; going beyond their simple likes and dislikes and helping you understand and evaluate where you can improve and where you stand among your competition. .

Social Media 284

Social Media Feedback Chatbots Survey 284

ECXO

AUGUST 12, 2024

By focusing on user feedback and iterative design, Plaid has built a platform that is both user-friendly and highly adoptable, driving significant growth and enhancing user satisfaction. Feedback and Adaptation: Incorporating continuous feedback loops allows for ongoing improvement based on real user interactions.

User Experience 395

User Experience Case Study Financial e-support 395

InMoment XI

MARCH 28, 2022

Low-level NLP configuration Custom user interfaces Specific technology integrations Feedback loops for model training User and project management tools Database/warehouse hookups Upload wizards and connectors …. InMoment for Regulatory Compliance in Action: A Quick Case Study.

Case Study 370

Case Study Financial Analysis Healthcare 370

GetFeedback

APRIL 3, 2019

How does feedback play a role at YETI? Feedback is very important and luckily we have GetFeedback! Feedback is our lightning rod to address issues and it’s also our north star to be able to prioritize our projects, processes, and improvements. Now with GetFeedback, we have concrete information that we can speak to.

Feedback 220

Feedback Omni-Channel Self Service Analytics 220

InMoment XI

JANUARY 13, 2022

Step #2: Implement Advanced Text Analytics to Enable Closed Loop Feedback. To enable closed loop feedback , Chevron Federal Credit Union implemented the technology platform’s advanced text analytics capabilities. Step #3: Turn Member Feedback into Experience Improvement. Read the full case study to learn more.

Case Study 370

Case Study NPS Survey Analytics 370

InMoment XI

JULY 22, 2024

The key to navigating these turbulent times lies in capturing and responding to customer feedback as quickly as you can. The Significance of Real-Time Feedback During Outages When a tech outage hits, customers immediately feel the impact. Real-time feedback during these moments is more important than ever before.

Banking 195

Banking Feedback Social Media Call Center 195

Thematic

MARCH 26, 2025

Yet, 56% of dissatisfied customers never voice their concerns—they simply leave​ Meanwhile, businesses that actively listen to feedback grow 41% faster than competitors​ The most successful companies create a structured system—a customer feedback loop—to analyze feedback and act on it continuously.

Feedback 62

Feedback Social Media Analysis Survey 62

Thematic

MARCH 30, 2025

Customer expectations today are sky-high, and simply collecting feedback isn’t enough. Many companies pride themselves on building a customer feedback loop to find out customers’ pain points, but the real test is what happens next. If you want to know more about closing the customer feedback loop, then read on.

Feedback 62

Feedback Roadmap Effort Score NPS 62

Lumoa

OCTOBER 12, 2020

The customer feedback loop is a term that you might have heard before. In this article, we’ll explain to you what customer feedback loops are, explain the difference between the inner and the outer customer feedback loop, and give some concrete examples of them. What is the Customer Feedback Loop? But what is it actually?

Feedback 195

Feedback How To NPS Customer Centricity 195

AskNicely

APRIL 4, 2018

They rally their entire organization around customer feedback. Fleet Management Software Meets Real-Time Customer Feedback. In other words, having a scalable mechanism for real-time customer feedback is not just important, it’s essential to their business model and their competitive advantage. Get the Case Study.

Net Promoter Score 150

Net Promoter Score Feedback Case Study Competitive Advantage 150

ECXO

DECEMBER 25, 2024

153 Listening to Customers: The Foundation of CX and Growth At the heart of exceptional CX lies the ability to listen and act on customer feedback. Example Action: Use tools like customer journey mapping software or feedback surveys to visualize and refine key interactions. Segment feedback into actionable categories (e.g.,

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

NOVEMBER 26, 2024

Step 7: Gather Internal Feedback After putting it all together in a visual form, share the journey map with internal teams not involved in the customer journey mapping process. Use analytics tools, customer feedback, and data from CRM systems to monitor how customers interact with your brand across touchpoints.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

eglobalis

SEPTEMBER 11, 2024

Finally, we will examine mini case studies of three B2B companies. Whether through suggesting new features for a product, refining service processes, or providing feedback on what customers are saying, these contributions are essential in driving continuous improvement and innovation in CX.

Innovation 444

Innovation e-support Culture Customer Centricity 444

TechSee

JUNE 16, 2021

Visual assistance adoption case study: European Telecom. Visual assistance adoption case study: Costa Express . The ease-of-use for both agents and customers resulted in exceptional positive feedback and high levels of adoption of the new technology from the first month of use.

ROI 251

ROI Case Study Strategy Wireless 251

ECXO

MARCH 3, 2025

Use case studies and testimonials to highlight how your product or service has helped customers overcome challenges. Actionable Insight: Implement a robust feedback loop to capture and act on customer complaints. Actionable Insight: Prioritize customer feedback and focus on solving their most critical problems.

Customer Journeys 156

Customer Journeys Customer Experience Touchpoint Case Study 156

Lumoa

JULY 17, 2022

Lumoa Product News for July 2022 We now offer feedback translation to German! By default, when a feedback gets summited to Lumoa, we translate it into English, then look at it’s sentiment, etc. Now, we can have ANY feedback be translated to German and the analysis done on the German version of the comment.

Case Study 195

Case Study Hotels Knowledge Base Study 195

AskNicely

FEBRUARY 21, 2018

As a global SaaS company in the customer feedback business, we thought it only fair that we talk a little bit about the GDPR and how it can affect NPS at your company. Customer Feedback in the Age of the GDPR. You must disclose the purposes for which you are processing customer feedback data. A Super Brief Primer on the GDPR.

NPS 150

NPS Feedback Net Promoter Score Case Study 150

Calabrio

APRIL 11, 2025

Reviewing Customer Feedback: Use customer interaction data to determine your audiences most common concerns and biggest needs. This nesting phase can include supervisors, evaluators, or dedicated coaches providing immediate feedback, guidance, and support to reinforce learning and help build confidence. Ask: What are customers saying?

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

ECXO

JUNE 19, 2024

Improving Customer Feedback Mechanisms The ability to visualize concepts early in the design process allows for more precise and actionable consumer feedback. This iterative feedback loop enhances the final product, ensuring it resonates well with consumers and meets their needs effectively.

Customer Experience 386

Customer Experience Automotive Fashion Innovation 386

BlueOcean

DECEMBER 8, 2020

In the downloadable case study, discover how we: Pivoted to 100% remote recruiting, onboarding, and training. Received positive feedback from the client and their members immediately upon launch. Get your Case Study Download today for more details. Launched on-time despite major challenges of the pandemic.

Sports 156

Sports Customer Care Case Study Study 156

Lumoa

APRIL 3, 2018

Many companies panic: customer research is commissioned, task forces established, and people start to read the feedback just to understand what is going on. To summarise, NPS can be very efficient as it provides both the quantitative metric to set targets for and follow up and also the free text feedback for insight generation.

Net Promoter Score 316

Net Promoter Score NPS Touchpoint Feedback 316

Alida

DECEMBER 9, 2016

While data helps uncover different audience segments and personas, real customer feedback adds context, personality and feeling where data can’t. Ask for customer feedback to help uncover the main goals, thoughts, feelings, expectations and opinions of your personas. Smooth out your customer journey with customer feedback.

Customer Journeys 224

Customer Journeys How To Touchpoint Social Media 224

GetFeedback

JUNE 22, 2019

They are good for gathering real-time customer feedback and building customer relationships. Now we’re going to tell you exactly how to write an NPS survey question to grab your customer’s attention and get the feedback you need. And customers are more likely to complete your NPS survey if they think their feedback will be heard.

NPS 304

NPS Net Promoter Score Survey Effort Score 304

Lumoa

DECEMBER 18, 2017

The future of the feedback analysis - text and voice analytics. Collecting customer feedback might seem very easy, but it all escalates very quickly if you don’t have a system in place. Make sure the right people are following the process and the feedback is curated in a sustainable way.

Analytics 256

Analytics Customer Journeys Customer Experience Net Promoter Score 256

Calabrio

MARCH 5, 2025

It’s a pillar method of a customer-centric strategy, processing feedback across various channels, from online chat to support by phone. These technologies play a decisive role in collecting customer feedback in real-time, automatically processing large amounts of information quickly and accurately.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

Experience Investigators by 360Connext

OCTOBER 26, 2017

The best CX leaders collect consistent feedback. Compelling case studies about how it was used make it seem attainable. Then comes another case study about one company’s success using C-Sat exclusively… So the same leader wants all the language and reports to reflect C-Sat instead!

Net Promoter Score 231

Net Promoter Score Case Study NPS Customer Centricity 231

AskNicely

JULY 17, 2018

Collecting real-time feedback not only enables you to get a quick temperature-read on your customers, but it gives your team authentic, actionable insights that you can apply to your roadmap for quicker innovation and faster iteration cycles. Putting Customer Feedback to Work. The Business of Helping Customers Tell Stories.

Roadmap 150

Roadmap Customer Centricity Net Promoter Score Case Study 150

Gainsight

JANUARY 17, 2020

There is no shortage of feedback these days. When you’re trying to deliver an exceptional product, it’s easy to get lost in the constant deluge of customer feedback. Your users are likely communicating with your company through multiple channels and it can seem like feedback gets lost in a black hole. Chris Chumley.

Feedback 117

Feedback Roadmap ROI Case Study 117

Experience Investigators by 360Connext

APRIL 14, 2020

If you don’t have any data: Consider places that can give you some, like customer service case codes and social media discussions. Customer feedback and emotional data. What are customers telling you in their open-ended feedback? Share feedback. I consider three categories when gathering data for journey maps.

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

ECXO

JULY 22, 2024

Feedback Loops: Implementing systems for users to share their experiences and suggestions. Leveraging Data and Feedback Continuous improvement of the onboarding process is driven by leveraging data and user feedback. Culture of Improvement: Creating a culture where feedback is actively sought and acted upon.

B2B 207

B2B Customer Experience Self Service e-support 207

Happy or Not

APRIL 1, 2025

In a recent episode of The Intuitive Customer podcast, Tim Waterton, Chief Revenue Officer at HappyOrNot, shared invaluable insights into efficiently collecting customer feedback and using it to create a real-time solution. click to visit & listen) Why is real-time customer feedback important for business growth?

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36