Thematic

MARCH 30, 2025

Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. 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.

Customer Insights 62

Customer Insights Data Analytics How To 62

eglobalis

FEBRUARY 3, 2025

How It Helps Companies Overcome Challenges: Challenge: B2B companies often struggle with delivering relevant content to diverse customer segments. Solution: AI-powered CDPs like Oracle CX Unity and Salesforce Einstein unify customer data from multiple sources (e.g.,

B2B 381

B2B Customer Journeys Customer Experience Chatbots 381

Optimove

OCTOBER 22, 2024

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: This post offers marketers key insights into leveraging CRM data to tailor rewards based on customer behavior and enhance engagement. The Big Picture: The era of one-size-fits-all promotions never really worked.

CRM 52

CRM Meeting Data Strategy 52

ijgolding

APRIL 9, 2020

To start with, the answer partly lies in Customer Relationship Management (CRM). A well applied CRM centralises all the data related to prospects and customers onto a single platform, enabling companies to record, track and act on customer interactions. Next generation CRM. All-in-one CX solution.

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

Thematic

MARCH 18, 2025

." That’s exactly why customer insights platforms are essential. That way, you can easily understand what customers truly want. In this guide, you’ll get a peek into some of the best customer insights platforms and their features. What is a Customer Insights Platform?

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

Calabrio

MARCH 25, 2025

Are you able to understand what your customers are telling you? Can you use these customer insights to improve their experiences and deliver what they really want? If not, thats where the latest AI-driven Voice of the Customer software and tools can help. Key Features: Customer feedback surveys (NPS, CSAT, etc.).

Software 130

Software Customer Journeys Tools Contact Center 130

Experience Matters

NOVEMBER 6, 2014

Allegiance has been one of the growing class of applications that I call Customer Insight and Action (CIA) Platforms. Distribute tailored, contextual insights across an organization. Support workflow associated with taking action based on the insights. Integrate with other applications like CRM and workforce management.

CRM 300

CRM Government Analytics Feedback 300

Experience Matters

JULY 7, 2015

We just published a Temkin Group report, Unlocking Customer Insights From Contact Centers: From Agent Productivity to Enterprise Intelligence. However, companies are now beginning to realize that contact centers actually contain a wealth of deep, untapped information about customers. Download report for $195.

Contact Center 120

Contact Center Customer Insights Report Government 120

eglobalis

JUNE 27, 2024

Implementing Technology Solutions Investing in technology that enhances the customer experience is essential. However, merely implementing these technologies without practical actions and listening to your customers and following the company mission and goals will not turn your company into a winner.

Strategy 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

ECXO

JULY 10, 2024

The Impact of Data Analytics, AI, and Real-Time Feedback Advancements in data analytics and real-time feedback mechanisms are transforming how companies gather and use customer insights. Segmentation and Personalization : Tailoring feedback mechanisms to different customer segments.

Metrics 374

Metrics Analysis Feedback NPS 374

ECXO

JULY 29, 2024

This process involves leveraging a range of solutions, including Customer Relationship Management (CRM) systems, Voice of Customer (VOC) programs, Customer Data Platforms (CDPs), real-time analytics systems, and other tools to track customer interactions and glean insights.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

NOVEMBER 13, 2024

Here are the key steps for using data analysis to predict churn: Collect and Prepare Data Select and Train a Model Analyze Predictive Patterns Take Proactive Action Collect and Prepare Data Consider diverse data sources that capture customer interactions and behaviors. It provides stronger customer insights.

Customer Retention 195

Customer Retention How To Analysis ROI 195

Optimove

JUNE 14, 2021

She is a customer worth investing in – based on her purchase activity. However, the fact that she is not happy might require a different CRM approach compared to a regular active customer. Gaining customer insights across separated platforms for each customer is extremely difficult – and even more challenging at scale.

CRM 98

CRM Effort Score B2C Ecommerce 98

PeopleMetrics

FEBRUARY 13, 2025

As I outlined in the book , the reality is, VoC doesnt live in a vacuumit touches multiple departments, each playing a crucial role in making customer insights actionable. And with AI reshaping how we collect, analyze, and act on customer feedback, internal alignment has never been more critical. Maybe even more so.

Analysis 109

Analysis Healthcare Feedback Analytics 109

InMoment XI

NOVEMBER 26, 2024

Step 8: Track Customer Journeys Once your map is complete, tracking real customer journeys is essential to see how they align with your assumptions. Use analytics tools, customer feedback, and data from CRM systems to monitor how customers interact with your brand across touchpoints. References ​​Khoros.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Kustomer

MAY 11, 2022

Your company’s customer relationship management (CRM) platform is a goldmine of information about your customers’ needs, interests, and buyer journey, but if your support agents can’t quickly access that information when they interact with your customers, what is that information worth? What Is a CRM?

CRM 106

CRM Customer Satisfaction Data Knowledge Base 106

eglobalis

JULY 2, 2024

The Rise of Data Analytics and , AI and Real-Time Feedback Advancements in data analytics and real-time feedback mechanisms are revolutionizing how companies collect and utilize customer insights globally. Continuous Feedback Loop : Establish real-time feedback loops for immediate responses to customer issues and ongoing improvements.

NPS 450

NPS Feedback Net Promoter Score B2C 450

InMoment XI

OCTOBER 23, 2024

With the help of advanced text analytics, Chevron FCU was able to capture actionable insights from open-ended survey responses and online comments to improve its CX efforts. Metro Bank: The UK-based retail and commercial bank has successfully transformed its customer insight program. Start by capturing customer insights.

Banking 195

Banking Customer Experience Effort Score Financial 195

ECXO

FEBRUARY 3, 2025

Proactive Sales: Anticipating and Acting Ahead On the other hand, a proactive sales process revolves around anticipating customer needs and addressing them before the customer has to ask. Personalized outreach: Instead of generic communication, sales reps provide tailored solutions that feel relevant to the customer.

Sales 259

Sales Customer Experience e-support Examples 259

SurveySensum

JANUARY 27, 2025

For example, are Spanish-speaking customers more satisfied than English-speaking ones? Ease of customization: Can you tweak the design for specific languages or audiences without rebuilding the survey? CRM Integration: Does the platform integrate with your customer management tools to enrich your data?

Survey 52

Survey Customer Insights Customers Culture 52

ECXO

OCTOBER 30, 2024

Similarly, in the realm of customer experience, personalization is key. Customers today expect brands to understand their preferences, behaviors, and needs. Implementing data analytics and customer relationship management (CRM) tools can help businesses tailor their offerings and communication effectively.

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

Optimove

APRIL 1, 2021

A different way of thinking about this is that the more data silos you have, the harder it will be for you to access, integrate, and eventually use your first-party customer data for personalization. The more granular you get with these insights, the more personalized your customers’ experience will be.

CRM 98

CRM Customer Journeys Analytics Customer Insights 98

Comm100

APRIL 2, 2024

Incentives for exceptional service not only motivate individuals but also set a standard for the level of service expected, contributing to overall improvements in customer satisfaction. A CRM system helps track all customer interactions, preferences, and feedback, providing a comprehensive view of the customer journey.

Strategy 264

Strategy How To Wait Times Customer Satisfaction 264

eglobalis

JULY 31, 2024

Salesforce offers a robust suite of MarTech solutions including Salesforce Marketing Cloud, which integrates data-driven marketing, customer journey management, and analytics for enhanced customer experiences. AI-driven personalization will enable businesses to offer highly customized experiences at scale.

Customer Experience 425

Customer Experience Social Media Analytics Chatbots 425

Lumoa

FEBRUARY 15, 2021

Customer experience integrations help you to automate your customer experience. For example, you probably have integrated your CRM with your helpdesk already to get a better view of your customers so you can be even more efficient when solving their issues. You can even transfer background variables.

Customer Experience 221

Customer Experience CRM Feedback Survey 221

Thematic

MARCH 30, 2025

Those moments don’t happen by accident; they happen because businesses use customer insights to personalize customer interactions and optimize workflows. Let’s explore eight ways these insights can take customer service from reactive to proactive.

Customer Service 62

Customer Service Strategy Self Service Airlines 62

InMoment XI

OCTOBER 29, 2024

As a result, you don’t miss out on valuable customer insights. This will help you make data-driven decisions to improve the customer experience across all touchpoints. Custom Integrations The right customer loyalty software should also integrate with your existing CRM, POS, and other key systems.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

eglobalis

SEPTEMBER 16, 2024

Personalize the Experience B2B customers, like B2C consumers, expect personalized interactions. However, using CRM systems and customer analytics, businesses can track customer behavior and tailor interactions to their specific needs. Systems like VOC and companies such as Sandsiv help provide real-time customer insights.

B2B 372

B2B Strategy Customer Experience Customer Journeys 372

Forrester's Customer Insights

JANUARY 10, 2025

From marketing service provider to CRM marketing services … whats in a name? More agencies are going to market with CRM services, which also spans Salesforce consulting partners to contact-center outsourcers. An evolution and some confusion.

CRM 26

CRM Marketing B2C Contact Center 26

Retently

JANUARY 13, 2025

Whether your customers are reaching out via support tickets or navigating your website, the best tools offer flexible deployment options to meet them where they are. Integration with CRM and Helpdesk Tools Your CES tool needs to cooperate, not isolate.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

Comm100

DECEMBER 16, 2024

Improved Interdepartmental Collaboration By integrating automation tools with existing CRM and project management systems, teams across departmentssuch as sales, product, and supportcan seamlessly share customer insights and action plans. Businesses can better forecast and control costs, directly contributing to profitability.

Customer Service 130

Customer Service Self Service Chatbots Omni-Channel 130

Comm100

NOVEMBER 23, 2022

By introducing channels like Salesforce CRM to an omnichannel platform, you can extend personalization even further. With a connected CRM, agents can have detailed background information about not only each customer, but their organization, industry, and more. Chatbot growth continues.

Trends 246

Trends Customer Service Chatbots Omni-Channel 246

Optimove

DECEMBER 28, 2023

Enhance your customer segmentation with our advanced guide Download Now Why it Matters: From responsible AI use to journey orchestration, these are the places you should put your focus to elevate your CRM Marketing in the new year. To ensure your customers keep coming back, make a pledge to follow these marketing resolutions in 2024.

CRM 69

CRM Marketing Social Media Analysis 69

Optimove

MARCH 20, 2025

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Day 2 of Optimove Connect 2025 continued the momentum with cutting-edge insights, real-world success stories, and expert-led product deep dives. Attendees learned how to turn customer insights into high-impact, shareable content.

Connections 52

Connections Gamification Marketing CRM 52

CloudCherry

DECEMBER 1, 2018

Developing these intelligent cohorts means integrating survey data, user activity and brand interactions along with demographic data in order to truly understand the customer you’re talking to. Actionable customer insights. If you improved the speed of service by 50% – what would that mean to your revenue forecasts?

CEM 186

CEM CRM ROI Survey 186

Calabrio

MARCH 4, 2025

Performance metrics: Contact centers can track and measure key performance indicators (KPIs) related to conversations, such as call duration, response time, or customer satisfaction scores. With generative insights, getting to the bottom of emerging issues is faster and enables customer service teams to more easily know what to do.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

CSM Magazine

JANUARY 21, 2021

According to a survey from Workbooks , the number of SMEs looking to adopt a CRM system rose by 16 percent from the previous year and a 30 percent increase from two years ago. Such a change has been driven by the need to have better information about their customers and to make it more readily available.

CRM 64

CRM System Survey Touchpoint 64