Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. It is trusted by 92% of consumers.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

CX Accelerator

JUNE 8, 2020

Listen to customer service call recordings. In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. Second, talking to the frontline folks about their experience with their customers. Make no mistake.

Survey 345

Survey Social Media Contact Center Call Recording 345

Calabrio

MARCH 22, 2025

Great customer experiences now come with a massive price premium and bad ones drive even the most loyal consumers away in a hurry. Today, consumers are demanding ever more personalized, seamless, and efficient service across an expanding array of channels.

Contact Center 130

Contact Center Management Strategy Call Center 130

InMoment XI

AUGUST 2, 2023

In our latest report, State of Customer Experience: 2023 UK Consumer Study in partnership with NPSx by Bain & Company, we uncovered the differences between industries and brands and how each brand represents certain values. While knowledge is valuable, taking action based on customer insights is what drives progress.

NPS 195

NPS Customer Centricity Automotive Culture 195

Optimove

NOVEMBER 26, 2024

This blog addresses those questions and provides a roadmap for building best-in-class post-purchase journeys. In fact, according to the Optimove Insights Report on Consumer Shopping Intentions for Holiday 2024, email is the preferred channel selected by 59% of respondents. What Deliverables and Roadmap Should Marketers Expect?

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

Thematic

FEBRUARY 24, 2025

That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Companies that actively apply customer insights boost retention, loyalty, and competitive advantage.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Lumoa

AUGUST 23, 2021

Changes in behaviors As customer expectations continue to rise, CX leaders have needed to make integrated technologies a priority because seemingly the switch is here to stay for the long-term. Gaining feedback is half the battle itself, as it requires customers’ willingness to participate.

Customer Experience 221

Customer Experience Social Media Video Customers 221

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. Learn from the best. "

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

InMoment XI

JUNE 5, 2024

Social Listening We provide valuable insights into brand perception and customer sentiment by analyzing sentiment and trends from social media feeds. Market Intelligence Our platform supports ad-hoc research, brand awareness studies, and industry trend analysis, helping businesses stay ahead of market changes and consumer expectations.

Analytics 195

Analytics Effort Score Social Media Innovation 195

Forrester's Customer Insights

FEBRUARY 3, 2022

Last week, the Business Roundtable (an influential group of CEOs of major US companies) published a Roadmap for Responsible Artificial Intelligence.

Roadmap 48

Roadmap Groups Consumers Marketing 48

InMoment XI

OCTOBER 9, 2024

Knowing how to collect customer feedback is crucial to delivering consistent value as a business and staying ahead of your competition. Why is Collecting Customer Feedback Important? Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention.

Feedback 195

Feedback How To Social Media B2C 195

Customer Bliss

AUGUST 23, 2018

In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on. How did he spend the first 3 months in this position? Recruit deliberately.

Transportation 129

Transportation Industry Management Chief Customer Officer 129

Lumoa

JANUARY 19, 2023

Future state mapping focuses on identifying the desired outcomes that an organization wishes to achieve as part of their customer experience strategy. It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

CX Accelerator

JUNE 8, 2020

Listen to customer service call recordings. In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. Second, talking to the frontline folks about their experience with their customers. Make no mistake.

Survey 182

Survey Social Media Contact Center Call Recording 182

Lumoa

JANUARY 23, 2018

Even if your customer service agent or customer insight analyst reads all the comments and even responds them, do you know what decisions you need to make in the leadership team? In industries, where consumers have very limited choice, they can stay as your customer for a long time even if they hate you.

Analytics 285

Analytics NPS Financial Analysis 285

Centercode

FEBRUARY 11, 2021

More than 62% of consumers now say they’re shopping online more than they used to, with 36% reporting they shop online weekly. And in the realm of technology, Centercode research revealed that 55% of consumers planned to skip in-store shopping completely and purchase new tech devices online — an 8% increase from 2019.

e-support 98

e-support How To Policies eBook 98

Thematic

MARCH 26, 2025

Insights from consumers inform the development of new products and features, leading to tangible changes in how companies approach product development." " And that’s not in product development; customer feedback is important even in other departments—marketing, customer support, and more.

Feedback 62

Feedback Social Media Analysis Survey 62

ChurnZero

DECEMBER 19, 2024

The client success team at ClearGov, the leading planning and budgeting solutions provider for local governments and schools, needed a faster, easier way to gather customer insights and feedback on the companys product roadmap.

Customer Success 52

Customer Success Meeting Self Service ROI 52

BirdEye

DECEMBER 19, 2024

Here are the key benefits that make AI marketing strategy essential for modern businesses: Enhanced customer insights AI tools dig deeper into customer data than traditional analytics ever could. Intercom : Powers customer communication: Handles customer feedback Automates repetitive tasks Provides personalized responses 2.

Strategy 52

Strategy Marketing Social Media Hospitality 52

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. Learn from the best. "

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

SurveySensum

MARCH 14, 2025

Think of it as your business roadmap guiding you to understand what customers want, how they behave, and where opportunities exist. It conducts in-person interviews with high-net-worth individuals to understand consumer preferences to explore what features, designs, and pricing strategies would appeal to them.

Marketing 52

Marketing Social Media How To Trends 52

Thematic

MARCH 30, 2025

Did you know that over 50% of consumers will switch to a competitor after a single unsatisfactory customer experience? A customer feedback loop helps in preventing this from happening. It’s the continuous process of collecting, analyzing, and acting on customer feedback to enhance satisfaction and drive business growth.

Feedback 62

Feedback Effort Score Analysis Customer Centricity 62

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. They reveal pain points, areas for improvement, and opportunities to delight customers – whether it’s right after a purchase or a few weeks into product usage.

Ecommerce 109

Ecommerce Survey Retail NPS 109

delighted

FEBRUARY 22, 2022

This is a difficult, time-consuming process, but that is where a CX Maturity Model comes in to help break everything down into steps. Your customer experience program should grow alongside your business. That is an example of a customer’s voice building a product roadmap – my team is simply here to organize and amplify.

Customer Experience 91

Customer Experience Net Promoter Score Self Service Handbook 91

Happy or Not

JANUARY 3, 2022

Customers are returning to on-site experiences and spending more on goods such as home equipment due to the decrease in travel. . Consumers also expect more personal shopping and service experiences. A glimpse of our future roadmap.

Omni-Channel 69

Omni-Channel Ecommerce Loyalty Programs Roadmap 69

Thematic

DECEMBER 5, 2018

Seemingly, customer professionals lack proficiency in, or access to, three important data science skills: programming, mathematics, statistics. Customer professionals said their biggest barrier was the inability of translating customer insights into business operations. Develop a data roadmap and stick to it.

Customer Retention 96

Customer Retention Analytics Data Strategy 96

Alida

SEPTEMBER 22, 2016

Start by clearly defining what your company stands for, developing an understanding of how customers engage with your brand and prioritizing lasting emotional connections with consumers. To deliver on what customers are really looking for, companies need to tackle the challenges in quantifying people’s preferences.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Retently

JULY 28, 2019

Whether your team uses Retently or you’re just curious to learn more about customer feedback workflow automation, take a look at these practical ideas: 1. Unfortunately, doing it manually can be very daunting and time-consuming. Analyze text feedback and customer sentiment. Automate the feedback loop.

Feedback 85

Feedback Effort Score Survey NPS 85

Gainsight

NOVEMBER 13, 2023

That’s why we’ve combined AI-powered productivity with customer success, delivering the first of many powerful new ways to improve your day-to-day workflows while accelerating more meaningful customer insights. Introducing: Meeting Assist, Takeaways, and Customer Cheat Sheet.

Customer Success 52

Customer Success Customer Experience Roadmap Meeting 52

inmoment

JUNE 1, 2020

From Dove telling consumers that it’s not important which brand of soap that we use as long as we wash our hands, to QBE giving cash back to every car insurance customer, as consumers we are being told that “we’ll get through this together.”. Allow Your Customers to Get in Touch With You Wherever, Whenever .

Customer Experience 69

Customer Experience Analytics Survey Feedback 69

Thematic

MAY 19, 2022

The operational and time-consuming tasks that are/were traditionally part of the product manager workload now fall within the remit of product ops. Explaining spikes and drops in essential metrics are their bread and butter, as is helping product teams leverage data for deep customer insights.

Analysis 71

Analysis Net Promoter Score Feedback Self Service 71

Chadwick Martin Bailey

NOVEMBER 16, 2018

“We’re thrilled to have Brenda join the CMB team,” says Jim Garrity, CEO of CMB, “Brenda’s expertise in strategic consulting, product development, and consumer insights in highly competitive categories will help guide the development of solutions that leverage both CMB’s and ITA Group’s core competencies.”.

Strategy 40

Strategy Roadmap Consulting Groups 40

West Monroe

AUGUST 13, 2024

Digital platforms are critical for better banking experiences Digital banking platforms are often the primary interface for customers. Market trends and consumer sentiment continue to press for a seamless, modern, and comprehensive online banking experience as essential to customer satisfaction.

Banking 52

Banking Financial Analytics System 52

BirdEye

JULY 15, 2024

Insightful sessions with actionable insights: Participate in sessions that provide not just knowledge but also practical steps you can implement immediately to improve your business using AI. Derive actionable insights: AI processes large volumes of data to provide actionable customer insights for strategic decision-making.

Social Media 59

Social Media Conference Automotive Competitive Advantage 59

Solvvy

AUGUST 21, 2020

Next-gen chatbots improve your customer experience. Next-gen chatbots provide support analytics and customer insights. Next-gen chatbots provide 24/7 customer support. Your website is available all the time, so customers must always be able to find answers. Next-gen chatbots are a strong investment.

Chatbots 62

Chatbots Self Service Multi-Channel B2C 62

Centercode

SEPTEMBER 17, 2019

The objectives of each individual phase of the product life cycle require specific types of customer feedback to validate and drive decision-making. Within the world of user research, there are methods for collecting feedback that support each phase with unique customer insights. What are your customers asking for?

Touchpoint 45

Touchpoint Feedback Roadmap User Experience 45

CSM Magazine

MAY 14, 2024

By offering flexible integration options and enabling customers to leverage third-party solutions through APIs and SDKs, Avaya delivers superior outcomes while providing customers the freedom to innovate and customise their experience, building on top of what already works for them.

Self Service 52

Self Service Healthcare Employee Experience Customer Journeys 52