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

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

inQuba

OCTOBER 22, 2024

To give you a sense of the ROI, consider the following case studies: Journey Orchestration ROIs The client is a leading financial service provider and offers truly unique solutions to the market. We have an excellent relationship with them and they are enjoying really great ROI.

ROI 52

ROI Customer Journeys Case Study Financial 52

Centercode

SEPTEMBER 1, 2020

Now, their beta test ROI is over 250% — and the team is able to maximize its beta results to the fullest. “Centercode provides a holistic understanding of user satisfaction because the feedback we receive touches every aspect of how users interact with our products. Download your copy of the Caavo case study here.

ROI 98

ROI Case Study Roadmap Study 98

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

InMoment XI

SEPTEMBER 9, 2024

Can they help integrate customer feedback systems with your existing platforms? What is the average customer experience ROI have their clients seen? Get more insights and details with our ROI calculator. What frameworks or tools do they use to measure customer satisfaction and other CX metrics?

Consulting 195

Consulting Customer Journeys Customer Experience ROI 195

InMoment XI

NOVEMBER 15, 2023

Voice of the Customer (VoC) Voice of the Customer (VoC) encompasses various methods for collecting and analyzing customer feedback. For instance, an e-commerce company analyzing customer feedback may discover emerging trends in consumer preferences, allowing them to proactively adapt their product offerings and gain an edge in the market.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

Thematic

MARCH 30, 2025

The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business. But collecting feedback is only half the battle. Think of customer feedback analysis like laying the foundation for a building.

Customer Insights 62

Customer Insights Data Analytics How To 62

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

Thematic

FEBRUARY 19, 2025

Your feedback data sources keep growing, but your insights team doesn’t. Thematic vs. XM Discover: The Unique Features of Modern Feedback Analysis Tools The choice between Thematic and XM Discover depends on specific business needs. Within hours, businesses can start analyzing feedback and identifying key themes.

How To 62

How To Self Service Analysis Analytics 62

ClientSuccess

OCTOBER 5, 2020

But do you also have a good idea on the ROI they can ‘deliver’ to your team? What is customer ROI? Understanding this potential – aka a customer’s long-term value – can help measure the ROI of a customer. Understanding this potential – aka a customer’s long-term value – can help measure the ROI of a customer.

Customer Relationship Management 80

Customer Relationship Management ROI Customer relationships Management 80

InMoment XI

AUGUST 13, 2024

This feature allows businesses to automatically detect recurring themes, trends, and anomalies in customer feedback, whether it’s through emails, chat messages, social media posts, or other text-based channels. To see the ROI you can get from InMoment’s platform, check out our ROI calculator !

Software 195

Software Social Media Analytics Return on Investment 195

GetFeedback

SEPTEMBER 24, 2019

A Voice of the Customer (VoC) program is an essential tool to collect valuable customer feedback and take proper action to improve customer experience (CX). Before you worry about proving the ROI of a VoC program, focus on building relationships and trust with the key stakeholders in your company. Get the Guide.

How To 150

How To ROI Policies Analysis 150

InMoment XI

FEBRUARY 12, 2024

The goal is to create a comprehensive view of the customer, drawing insights from various touch points such as interactions, purchases, and feedback. Using these methods, you can improve the decisions made from both structured and unstructured customer feedback. How Does Integrated Customer Experience Work?

Effort Score 195

Effort Score NPS Net Promoter Score ROI 195

ECXO

JULY 8, 2024

This article delves into the intricate relationship between digital product design and these two pivotal aspects, highlighting key principles, case studies, and actionable insights for technology companies striving to enhance their market presence and user satisfaction.

e-support 156

e-support Case Study Financial Banking 156

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

NobelBiz

NOVEMBER 5, 2024

Feedback sessions, career development opportunities, and team-building activities will help with bonding and loyalty of agents with the company by reducing attrition. Pressure to Implement AI with Quick ROI AI technology holds great potential for contact centers, automating simple tasks and analyzing customer sentiment in real time .

Omni-Channel 52

Omni-Channel Contact Center Multi-Channel Knowledge Base 52

InteractionMetrics

JANUARY 7, 2025

The discussion highlighted the synergy between scientific customer feedback and customer journey mapping, likening these two tools to the left foot and right foot of an effective CX strategy. In Decembers CXPA B2B Roundtable hosted by Martha Brooke, and featuring Dave Seaton, that very question took center stage.

Customer Journeys 52

Customer Journeys Strategy Consulting B2B 52

Survicate

SEPTEMBER 13, 2018

With only one Survicate Survey sent using Intercom, Logojoy is able to collect a vast amount of feedback that benefits the company’s rapid growth. Logojoy already used Intercom for live chat customer service, but they were only able to solicit feedback from these users if they returned to the app for multiple sessions.

ROI 61

ROI Case Study Survey Feedback 61

CSM Magazine

MARCH 28, 2025

A Solana case study mentions Helium and Star Atlas as the first pilots on the network operating at the edge within the United States. The integration of real-time loyalty programs or decentralized feedback tools opened the door for customer service platforms to build on Solana.

Customer Service 52

Customer Service e-support CRM Case Study 52

CX Centric

JANUARY 20, 2021

This case study is an extract from The Customer Experience Playbook by Jonathan Daniels. Prototypes were also used including Customer and Associate feedback. Ruth Crowley. The full book can be purchased here. Many organisations involved in the retail industry are constantly faced with various challenges.

Case Study 52

Case Study Study Customer Journeys Customer Experience 52

Genroe

OCTOBER 30, 2021

CX Tribe is the best Customer Experience insights, case studies and statistics. Research]2021 Customer Experience ROI Study […]. The post [CX Tribe] 2 November 2021 – Real World CX ROI + Useful UX Design Rules appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

ROI 52

ROI Net Promoter Score Case Study B2B 52

inQuba

OCTOBER 22, 2024

To give you a sense of the ROI, consider the following case studies: Journey Orchestration ROIs The client is a leading financial service provider and offers truly unique solutions to the market. We have an excellent relationship with them and they are enjoying really great ROI.

ROI 52

ROI Customer Journeys Case Study Financial 52

CX Centric

JULY 27, 2023

Nate Brown the Chief Experience Officer of Officium Labs was the keynote speaker for the Roi of the CX online event. Nate’s presentation was mainly based on a case study that one can surely use in understanding what is expected in the ROI transformation process in CX. We are a global community.

ROI 52

ROI Customer Journeys Customer Experience Case Study 52

Totango

FEBRUARY 14, 2020

The best way to create messaging to attract new customers is to capture your advocate customers’ reasons (think ROI) for staying with you and growing the relationship. They can also circulate customer case studies that call out specific feature usage and results to promote this strategy to other customers who could benefit.

Customer Success 99

Customer Success Marketing Case Study Study 99

InMoment XI

FEBRUARY 29, 2024

Engage with Your Audience Monitor comments, shares, and feedback on your content and respond promptly and thoughtfully to engage with your audience. Incorporate feedback and suggestions from your audience into future content ideas to ensure that your content remains relevant and valuable to your local community.

Tips 195

Tips Strategy Case Study Social Media 195

Genroe

OCTOBER 4, 2021

CX Tribe is the best Customer Experience insights, case studies and statistics. The post [CX Tribe] 5 October 2021 – Is Amazon Coming for Your Market + VoC RoI Drivers appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe. Human curated. Delivered weekly. Ideas are a commodity.

ROI 52

ROI Net Promoter Score Case Study Marketing 52

BirdEye

APRIL 15, 2025

Use your blog, emails, and social media to spark conversation and invite feedback. Example: Canva on LinkedIn Canva invites feedback, shares community stories, and asks users to vote on features. They also promote brand content through LinkedIn conversations, feedback requests , and design challenges.

Marketing 52

Marketing Social Media Multi-Channel Brands 52

BirdEye

MARCH 6, 2025

Each location needs to appear accurately across platforms, respond to local customer feedback, and optimize for local SEO to drive real-world visits. Automating review requests ensures a steady feedback flow, improving brand visibility and building trust with potential customers. Apologize and offer solutions for negative feedback.

Tips 85

Tips Tools Social Media Multi-Channel 85

Kayako

DECEMBER 3, 2015

You know that customer feedback helps build a better product. But how do you present this to those who are focused on ROI and efficiencies? But how do you present this to those who are focused on ROI and efficiencies? Maybe you could send over some case studies – like these !

Customer Service 120

Customer Service How To Case Study NPS 120

West Monroe

APRIL 23, 2023

So, when considering the ROI of change management, companies need to focus not just on the return on investment but also on the other ROI: the risk of incompletion. But here’s the challenge: In most cases the expected upside assumes perfect execution. Want to know how much change management can increase your ROI?

ROI 52

ROI Management CRM Banking 52

West Monroe

APRIL 23, 2023

So, when considering the ROI of change management, companies need to focus not just on the return on investment but also on the other ROI: the risk of incompletion. But here’s the challenge: In most cases the expected upside assumes perfect execution. Want to know how much change management can increase your ROI?

ROI 52

ROI Management CRM Banking 52

Natalie Petouhof

JANUARY 29, 2016

In wanting others to see what I saw, I started down the road of creating ROI models for digital / social / online communities. Now many years later, I am hearing the same question so I revisited the topic in some new research, ROI of Online Cloud Communities. And note, ROI of online communities is NOT limited to customer service.

ROI 40

ROI B2C Case Study B2B 40

QuestionPro Audience

AUGUST 28, 2017

We will walk you through customer journey mapping and best practices and present alongside a case study with Emirates Airlines. There is an iPad under the bar to capture unstructured customer feedback so service recovery can happen immediately, either in-flight or after landing. Take a look at the bar countertop.

Customer Journeys 150

Customer Journeys Touchpoint Airlines Metrics 150

SurveySensum

DECEMBER 4, 2024

Feedback and Improvement Loyal customers tend to provide more actionable feedback. By analyzing the feedback, banks can pinpoint the areas that need improvements. Suggested Read: Understand NPS Impact on Revenue and ROI. Onboarding Survey It is essential to get feedback from new customers.

Banking 52

Banking NPS Financial Net Promoter Score 52

inQuba

FEBRUARY 10, 2025

Look for a journey solution that offers the ability to collect real-time customer feedback and measure customers satisfaction and pain points at each step. To display real ROI youll want a solution that helps you make and launch small adjustments swiftly. How can you further boost value delivery? Lets sort that out. Lets boost it.

Customer Journeys 52

Customer Journeys Omni-Channel Management Insurance 52

Natalie Petouhof

SEPTEMBER 1, 2016

The report goes into a lot of detail so it’s clear how to calculate the ROI of social customer service: Many brands have experienced incidents where not taking care of an issue turned into a social media nightmare. The components of a business case include: Goals and objectives for the social customer care initiative.

ROI 45

ROI Social Media Airlines Customer Service 45