Calabrio

MARCH 26, 2025

This led to greater agent engagement, flexibility, and job satisfaction.

Call Center 213

Call Center Self Service Chatbots Analytics 213

Optimove

APRIL 10, 2025

Managing Customer Data: CDP vs CRM Understanding the tools that manage and activate customer data is crucial for marketers. Two of the most talked-about platforms in this space are the Customer Data Platform (CDP) and Customer Relationship Management (CRM) system. What is a CRM (Customer Relationship Management system)?

CRM 52

CRM eBook Customer Journeys Customer Relationship Management 52

ECXO

MARCH 6, 2025

Companies that have embraced customer experience as a strategic priority have reaped rewards like stronger loyalty, more repeat business, and even higher employee engagement. Most B2B companies have vast amounts of customer data spread across CRM systems, support ticket databases, ERP platforms, websites, and more.

B2B 339

B2B Customer Journeys How To Effort Score 339

Optimove

DECEMBER 31, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Staying ahead of customer engagement trends enables marketers to drive loyalty, increase revenue, and outpace the competition in 2025. Emotion Drives Engagement : Personalized, emotion-led messaging (e.g.,

Customer Engagement 69

Customer Engagement Trends Engagement Loyalty Programs 69

eglobalis

JANUARY 7, 2025

B2B Example: Adobes team brainstormed ways to enhance user engagement for their Creative Cloud. Example: Salesforces integration of AI-driven analytics into their CRM platform stemmed from iterative testing and client feedback.

B2B 288

B2B Company Customer Journeys Innovation 288

eglobalis

JANUARY 20, 2025

Companies can further enhance relationship management by leveraging customer relationship management (CRM) tools like HubSpot or Salesforce, which centralize customer data and provide actionable insights. Companies should aim to transition from reactive problem-solving to proactive engagement, positioning themselves as indispensable partners.

B2B 421

B2B Loyalty Loyalty Programs Innovation 421

ECXO

MARCH 11, 2025

Example: Implementing a Customer Data Platform (CDP) can consolidate insights from CRM, support tickets, and customer feedback , creating a 360-degree customer view. Step 7: Use Technology to Strengthen CX Strategy Execution Technology enhances CX by providing deeper customer insights, streamlining interactions, and enabling automation.

B2B 311

B2B Strategy Customer Journeys Net Promoter Score 311

ECXO

NOVEMBER 19, 2024

Embrace the Force of Personalization: Data-Driven Customer Engagement The Force is a mystical energy field that connects everything in the Star Wars universe. Engage with these communities by sharing updates, hosting Q&A sessions, or running exclusive webinars. Think of it as creating your own “Star Wars Fandom” around your brand.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

ECXO

JUNE 7, 2023

We are thrilled to announce and extend our invitation to you for an exciting and informative discussion: “Creating Engaging Experiences in Real-time,” presented by the ECXO in collaboration with SAS. Robert has extensive experience as a CRM campaign manager and has taken CRM into the cloud.

Customer Experience 240

Customer Experience Engagement Chief Customer Officer CRM 240

InMoment XI

NOVEMBER 14, 2024

Sentiment Analysis Competitor Analysis Multi-Platform Coverage Keyword and Hashtag Tracking Analytics and Reporting Content Creation and Scheduling CRM Integration A social listening tool lets you tap into online conversations around your business. Analytics can show engagement trends and campaign performance.

Tools 195

Tools Social Media Customer Experience Analysis 195

Comm100

JANUARY 20, 2022

The adoption of omnichannel customer engagement has become critical in achieving customer experience (CX) excellence. However, with many omnichannel customer engagements platforms to choose from, and many features and capabilities to research, picking a solution can be a challenge if you don’t know what to look for.

Omni-Channel 246

Omni-Channel Customer Engagement Engagement Chatbots 246

eglobalis

FEBRUARY 3, 2025

CRM, ERP, and marketing platforms) to create a 360-degree view of the customer. Example: A manufacturing company using Salesforce Einstein saw a 25% increase in customer engagement by delivering personalized product recommendations based on past purchases and browsing behaviour.

B2B 385

B2B Customer Journeys Customer Experience Chatbots 385

Optimove

JANUARY 20, 2025

With live betting accounting for 54% of total bets and live bettors spending significantly more than pre-match bettors, operators need a way to engage players at the right moments. Key takeaways: OptiLive is a new solution designed to empower sportsbook operators to execute CRM-powered live sports marketing at scale.

Sports 75

Sports CRM Marketing Gamification 75

eglobalis

MARCH 13, 2025

Engage Cross-Functional Teams : Involve leaders from various departments to ensure organization-wide support and integration of CX initiatives. Emphasize Employee Engagement : Highlight how improved CX can lead to higher employee satisfaction and productivity, creating a positive feedback loop.

Leadership 234

Leadership B2B B2C Effort Score 234

InMoment XI

NOVEMBER 13, 2024

Churn prediction helps you tailor your marketing efforts to re-engage customers at risk of leaving. With effective customer experience management , you can re-engage customers who might otherwise be lost to your competition. This can include CRM data, social media, call center logs, service requests, and chat messages.

Customer Retention 195

Customer Retention How To Analysis ROI 195

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. The better the CRM is applied, the greater its effect on revenue is likely to be.

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

InMoment XI

NOVEMBER 18, 2024

Types of Customer Behavior Data To fully understand customer behavior, you will need to gather different types of data that provide a comprehensive view of behavior, preferences, and engagement. Quantitative Data Analysis Quantitative analysis uses website and/or app analytics combined with CRM data to analyze numerical data.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

AWS Machine Learning

DECEMBER 11, 2024

Since that time, thousands of active users have asked hundreds of thousands of questions through Field Advisor, which we have embedded in our customer relationship management (CRM) system, as well as through a Slack application. The following screenshot shows an example of an interaction with Field Advisor.

Sales 86

Sales Customer Engagement Engagement Knowledge Base 86

Gainsight

DECEMBER 18, 2024

Your Sales team rings the gong, and CRM lights up with the detailscontact information, deal value, and the goals your new customer hopes to achieve. For many businesses, a CRMs role quickly diminishes once the deal is done. A CSP picks up where the CRM leaves off, turning goals into action. Its a moment of celebration.

CRM 52

CRM Customer Journeys Sales Customer relationships 52

InMoment XI

OCTOBER 28, 2021

In my last post, we discussed the difference between interactions, engagement, and customer experience. In my previous role leading customer experience for Hertz, I was also responsible for Voice of the Customer, CRM, and Loyalty. We also had a Customer Experience Council to engage the rest of the organization.

Airlines 370

Airlines CRM Government ROI 370

Calabrio

MARCH 25, 2025

Today’s market leaders needand many are already relying onstrategies to engage more effectively with their audiences in a two-way dialogue. These tools often include automation features, such as automated survey distribution and real-time alerts for negative sentiment, allowing for timely responses and proactive customer engagement.

Software 130

Software Customer Journeys Tools Contact Center 130

ECXO

JULY 29, 2024

A truly effective CX strategy goes beyond basic customer interactions, integrating every aspect of the organization to provide seamless and high-quality customer engagement. Platforms like HelpCrunch, LiveAgent, and Olark help manage customer support and engagement through email, chat, social media, and phone.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

SEPTEMBER 28, 2021

Most businesses will point to their customer care training or customer relationship management (CRM) system and count on these tools to build loyalty. Fostering true loyalty and engagement with customers starts with the basics—and we’re laying those out for you in our top tips, listed below! All of these are good attempts.

Loyalty 389

Loyalty Tips Feedback Advertising 389

InMoment XI

OCTOBER 29, 2024

Positive experiences compel customers to engage with you again. They also require less marketing effort to keep them engaged compared to new customers. Even though they often engage with you, your competitors can still sway them. Discounts or points-based programs make customers feel valued and encourage long-term engagement.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

InMoment XI

DECEMBER 18, 2024

Companies leveraging omnichannel engagement retain 89% of their customers. It ingests feedback from email, social media, and chat and integrates it with customer relationship management (CRM) data. Advanced auto dialers can even analyze customer behavior data to prioritize calls for better engagement.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

eglobalis

JUNE 27, 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 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

AWS Machine Learning

APRIL 3, 2025

Data synthesis: The assistant can pull relevant information from multiple sources including from our customer relationship management (CRM) system, financial reports, news articles, and previous APs to provide a holistic view of our customers. It pulled together a great first draft, which I was then able to refine based on my own insights.

Sales 85

Sales Knowledge Base CRM System 85

eglobalis

JULY 31, 2024

These platforms use sophisticated algorithms to determine the optimal time to engage with customers, providing personalized content based on individual behavior and preferences. By delivering customized content experiences, businesses can enhance engagement, drive more meaningful interactions, and increase customer satisfaction.

Customer Experience 428

Customer Experience Social Media Analytics Chatbots 428

Comm100

DECEMBER 10, 2024

Player retention isnt just about keeping users coming back; its about building long-term engagement, fostering loyalty, and ultimately maximizing lifetime value. By constructing detailed player profiles, you can gain a profound understanding of what drives each player’s engagement.

Strategy 130

Strategy Multi-Channel Loyalty Social Media 130

InMoment XI

AUGUST 8, 2023

Today, I’m going to share some tips for reviewing your survey program for better response rates, higher program engagement, and better representative results. In the following sections, I will delve into strategies that not only increase your response rate but also invigorate program engagement and yield more representative results.

Survey 435

Survey Net Promoter Score Customer Service Representative Tips 435

ECXO

FEBRUARY 3, 2025

This kind of engagement shows that youre invested in their success, not just their money. Result: Customers are more likely to engage with personalized offers, leading to higher satisfaction and conversion rates. Actions You Can Take: Implement a robust CRM tool like Salesforce, HubSpot, or Zoho to centralize customer data.

Sales 263

Sales Customer Experience e-support Examples 263

ECXO

OCTOBER 30, 2024

However, in this article, we will focus on the intersection of The Matrix and customer experience (CX) revealing a wealth of valuable insights that can transform how businesses engage with their customers. Engaging with customers on a personal level fosters loyalty and trust.

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

InMoment XI

MARCH 26, 2025

No matter what form your surveys take today, shortening them can deliver benefits like: Increased customer engagement Shorter surveys are less intimidating, which encourages more customers to complete them and improves their overall experience while doing so.

Survey 195

Survey Abandon Rate How To Customers 195

InMoment XI

NOVEMBER 22, 2024

Net Promoter Score Churn Rate Customer Lifetime Value Retention Rate Customer Satisfaction Score Free-to-Paid Conversion Rate Customer Effort Score Activation Rate Lead Conversion Rate Customer feedback metrics provide data-driven insight into user activity and engagement. It also shows how well your trial plan acquires new customers.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

Optimove

DECEMBER 9, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Gamification has evolved from a buzzword into a cornerstone of player engagement strategies. By seamlessly integrating gamification elements with CRM data, marketers can boost retention, increase customer lifetime value, and create loyal communities.

Gamification 52

Gamification Engagement Sports CRM 52

ECXO

JUNE 23, 2024

This may involve investing in a robust customer relationship management (CRM) system, customer engagement platforms, and analytics tools to gain valuable insights into customer behavior and preferences. This could include CRM systems, customer success platforms, and even AI-driven tools that can predict customer behavior.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358