eglobalis

NOVEMBER 26, 2024

Unlike the often-transactional nature of Business-to-Consumer (B2C) interactions, B2B relationships involve longer decision cycles, diverse stakeholders, and operational intricacies. While the concept may seem universally applicable, its implementation varies significantly depending on the region, company maturity, and industry focus.

B2B 493

B2B B2C Culture Net Promoter Score 493

ECXO

JUNE 19, 2024

From automotive components to consumer goods packaging, AI tools are revolutionizing the creative process, reducing development cycles, enabling easy and less costly simulations, and allowing designers to explore novel concepts more efficiently. This enriched understanding helps designers create products that better meet consumer needs.

Customer Experience 386

Customer Experience Automotive Fashion Innovation 386

InMoment XI

JANUARY 22, 2025

Manually responding to thousands of reviews is time-consuming and error-prone, which can lead to embarrassing brand reputation issues. Because prospective consumers and guests are reading these reviews. New technology enters the picture, consumer expectations change, and your processes have to keep up.

Management 195

Management Multi-Channel Effort Score Social Media 195

InMoment XI

DECEMBER 5, 2024

This is true for financial institutions in general, with almost 90% of consumers using online reviews to make banking decisions. In fact, 49% of consumers trust online reviews as much as personal recommendations. 88% of both millennial and Gen-Z consumers rely on online reviews when evaluating a financial product or institution.

Management 195

Management Social Media Financial Banking 195

InMoment XI

OCTOBER 25, 2024

When you think about the competitive nature of the restaurant industry, it’s clear that online reputation management is crucial for survival. Leaders in the restaurant industry have a response rate of 94%, while the average is 61%. days, roughly half the industry average of 2.66 Restaurant Consumer Trends Report ( [link] ).

Feedback 195

Feedback Management Social Media ROI 195

ECXO

DECEMBER 4, 2024

However, establishing an effective customer success function varies significantly between industries due to differences in operational models, customer expectations, and interaction dynamics. The specific KPIs used may vary depending on the company’s goals, industry, and customer segment. Nature of Product/Service 1.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

InMoment XI

OCTOBER 24, 2024

Customer Engagement Platform Customer engagement platforms, however, are external and focus on the interaction between customers and consumers. The Importance of Customer Engagement Platforms Today, 70% of consumers expect a response from a customer service team within the same day.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

eglobalis

MARCH 4, 2025

Businesses across industries are investing in AI-powered agents to improve efficiency and customer experience. Industry-Specific Virtual Assistants (Banking, Healthcare, Retail) AI agents are becoming increasingly specialized to meet industry-specific needs. However, AI alone cannot fully replace human expertise.

Self Service 198

Self Service Strategy Contact Center Virtual Agent 198

InMoment XI

OCTOBER 30, 2024

As a result, CX is now a major differentiator in the hyper-competitive insurance industry. Commercial insurance customer experience : Commercial clients need customized solutions for their specific industry risks. In an industry where products are often similar across providers, customer experience can be a key differentiator.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

Optimove

OCTOBER 14, 2024

By October, over half of consumers expect to feel overwhelmed by brand messaging, putting retailers at risk of losing attention. This number is expected to climb to 81% by December, putting retailers at risk of losing consumer engagement just as the holiday season peaks.

Consumers 59

Consumers Marketing eBook Omni-Channel 59

2020 Research

JANUARY 24, 2025

Key Takeaways Modern consumers are favoring stability, practicality, and self-care over extravagance, seeking routine, comfort, and dependability. This shift provides businesses with the chance to connect on a deeper level with consumers by embracing clarity in messaging, simplicity in processes, and empathy for their audience.

Consumers 59

Consumers Case Study Connections Loyalty 59

ShepHyken

JANUARY 14, 2025

Why is meeting or exceeding customer expectations important in the hospitality industry? For example, in the hospitality industry, sustainability is a significant factor in customer experience and decision-making. Plus, Ronn shares how he got into hospitality and his advice to anyone who wants to get into the industry.

Customer Experience 135

Customer Experience Hospitality How To Brands 135

InMoment XI

NOVEMBER 14, 2024

Some of this activity could be relevant to your brand and industry. Speaking of prospects, InMoment’s ability to track industry-relevant mentions is valuable for lead generation. Brand24 Brand24’s tools measure brand awareness and reach, tracking conversations from 25 million online sources to provide insights into consumer sentiment.

Tools 195

Tools Social Media Customer Experience Analysis 195

InMoment XI

OCTOBER 17, 2024

While open-text questions provide rich data, analyzing them can be time-consuming. Finding the best way to present a questionnaire that’s both user-friendly and efficient can also be time-consuming. That’s why InMoment offers pre-built surveys tailored to your industry, helping you save time and collect customer feedback immediately.

Feedback 195

Feedback Effort Score Survey Customers 195

InMoment XI

JANUARY 18, 2022

InMoment’s Strategic Insights Team collected data from both consumers and employees of brands across North America from 11 different industries including retail, financial services, entertainment, grocery, healthcare, hospitality, insurance, restaurants, and more. About the 2022 Experience Trends Report.

Trends 370

Trends Measurement Customer Experience Entertainment 370

IntouchInsight

SEPTEMBER 8, 2022

The rapid evolution of technology continues to impact every industry and raise consumer expectations around how brands incorporate it into their customer experience. The rise of 3rd party mobile ordering and delivery services has helped many businesses offer a mobile shopping experience quickly, but at a cost.

Trends 293

Trends Consumers Industry Technology 293

eglobalis

MARCH 13, 2025

Todays B2B buyers expect seamless, personalized experiences on par with their B2C consumer experiences. Present case studies and industry benchmarks that show measurable gains from CX investments. At the same time, B2B customer expectations have risen.

Leadership 232

Leadership B2B B2C Effort Score 232

InMoment XI

AUGUST 20, 2024

If you’d like to see where your law firm stands for reputation management compared to industry leaders, look at our legal reputation report ! As a matter of fact, industry leaders respond to reviews almost 8 times faster than the rest of the legal industry. The legal industry is highly location-specific.

Management 369

Management Social Media Report Industry 369

InMoment XI

NOVEMBER 16, 2023

Elevating Customer Experience Through Strategic Productivity Insights In a recent workshop conducted at the XI Forum 2023 in London by industry experts Simon Fraser, VP, Insights and Consultancy at InMoment, and Simon Hedaux, Founder of Rethink Productivity , the focus was on enhancing productivity to drive experience improvement within businesses.

Healthcare 447

Healthcare Culture Travel Study 447

CSM Magazine

NOVEMBER 26, 2024

The mortgage industry has come a long way from piles of paperwork and lengthy approval processes. Here’s how technology is revolutionizing customer service in the mortgage industry. Enhanced Transparency with Blockchain Blockchain technology is making waves in the mortgage industry by offering enhanced security and transparency.

Industry 52

Industry Technology Customer Service e-support 52

InMoment XI

MAY 14, 2022

While the intelligence derived from this feedback is critical for an organization to create optimal, personalized customer experiences that drive business value, there is another salient factor that drives consumer behavior: customer-brand identity. Step #2: Understand Your Industry, Position, and Competition. Retail Pharmacy.

Brands 370

Brands Retail Loyalty Competitive Advantage 370

Thematic

OCTOBER 30, 2024

It doesn’t matter what industry you’re in – customer experience (CX) is a critical component of customer acquisition, retention, and loyalty. This article looks at real-world examples of how various industries can use VoC insights to improve customer experience and business performance.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Experience Investigators by 360Connext

NOVEMBER 5, 2024

Through examples across industries, they highlight proactive messaging strategies that build trust, even amid challenges like credit card fraud, and explore how acknowledging customers’ past interactions can lead to a more connected and resilient experience.

Banking 143

Banking Customer Centricity Culture Communication 143

InMoment XI

NOVEMBER 26, 2024

However, to combat this, you need to understand the end-to-end customer experience and be prepared for every path a consumer might take to become a customer or that a current customer might take when using your products or services. This often stems from poor internal communication, outdated technology, or inefficient processes.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

IntouchInsight

AUGUST 3, 2023

Consumers don’t care about the traditional divisions between industries. Channel blurring, the purchasing of goods and services from an alternative provider instead of one traditionally associated with it, is commonplace today. And this is especially evident in the competition between convenience stores and quick-serve restaurants.

Trends 294

Trends Consumers Industry Report 294

InMoment XI

APRIL 11, 2022

E-commerce is one of the fastest growing industries of this decade. Thanks to COVID, digital roadmaps across industries have quickly accelerated. If you weren’t yet online, it didn’t take long for brands to adapt when brick and mortar businesses across Asia Pacific were forced to shut down in 2020 and 2021. . And we’re here to help.

Tips 370

Tips Data Customer Experience Roadmap 370

ChurnZero

FEBRUARY 28, 2025

You might be surprised to know that SaaS companies can learn a lot from their consumer subscription counterparts. There are certainly tactics that work best for specific groups: by industry (software vs hardware, or retail, or services, or healthcare, etc.) Now, the similaritiesandwhat you can learn from your consumer counterparts.

B2B 52

B2B Consumers B2C Software 52

Comm100

OCTOBER 13, 2024

The gaming industry is evolving rapidly, and staying ahead requires more than just keeping up with the latest games—it means adapting to how players interact with brands and each other. AI-powered chatbots have helped reduce customer service response times by 50% in the iGaming industry in the past year alone, according to Zipdo.

Self Service 130

Self Service Chatbots Social Media Wait Times 130

Calabrio

MARCH 25, 2025

Analytics Contact center trends in 2025: Six key takeaways from the State of the Contact Center report Share The contact center industry is at a crossroads. Just 36% of contact centers report having a true omnichannel setup thats foundational to enabling the experiences that more and more consumers are after.

Contact Center 130

Contact Center Self Service Report Trends 130

InMoment XI

AUGUST 15, 2022

Retail brands’ primary objective used to be providing a great product , but as competition heats up and consumer expectations grow more complex, retailers need to find new, bolder ways to stand out from the crowd. You can learn more about this cross-industry experience expectations in our Retail Experience Trends Report here. ).

Retail 397

Retail Customer Experience Airlines Hotels 397

InMoment XI

DECEMBER 15, 2022

You aren’t waiting until the end of the year to get a mailed report containing consumer trends for the past year (hopefully), but rather you need to be keeping up with your consumers in real time. Identifying digital experience trends will help you adapt your business to get ahead of your consumer, not behind them.

Trends 397

Trends How To Social Media Survey 397

InMoment XI

JANUARY 22, 2025

Plus, due to several unique characteristics of the industry, grocers must contend with extra logistical challenges in their local SEO compared to other businesses. Yet, in the grocery industry, local SEO is even more importantand simultaneously more complex to get right.

How To 195

How To Social Media Software ROI 195