InMoment XI

OCTOBER 31, 2024

To show you can further improve the performance of your contact center, fill out the calculator below to discover your business’s ROI using InMoment’s conversational intelligence tools: Calculate your business’s ROI using InMoment’s conversational intelligence tools.

Call Center 195

Call Center Metrics Self Service Effort Score 195

InMoment XI

NOVEMBER 7, 2024

Did you know that 92% of customer relationship management (CRM) leaders say AI and automation have improved customer service response times? This is useful for organizations managing an expanding customer base as their business grows.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

TechSee

JUNE 16, 2021

The technology has been proven to improve ROI by boosting efficiency in contact centers and field services, reducing truck rolls and dispatches, decreasing product return rates , and improving the overall customer experience. Without high levels of adoption of new technology, the company will not realize the ROI they were likely expecting.

ROI 251

ROI Case Study Strategy Wireless 251

Experience Investigators by 360Connext

APRIL 23, 2024

Let’s explore customer experience management (CEM), its pivotal role in shaping customer lifetime value , and strategies for measuring the return on investment of CX initiatives. Understanding Customer Experience Management (CEM) Let’s start at the beginning. Is this the same as Customer Relationship Management, or CRM?

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

OCTOBER 24, 2024

What is the Difference Between a Customer Engagement Platform and Customer Relationship Management (CRM)? Debating the differences between customer engagement platforms and CRM systems is natural. CRMs are typically used by teams managing the current relationships of clients or accounts. out of 5 stars.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

InMoment XI

OCTOBER 29, 2024

To see how you could maximize your business revenue and ROI with InMoment’s voice of the customer (VoC) tools, fill out the ROI calculator below! Calculate your business’ ROI using InMoment’s VoC tools. Consider using social media management software to track keywords related to your brand.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

eglobalis

OCTOBER 9, 2024

Gauge the ROI of the Feature Next, determine the potential return on investment (ROI) for the requested feature. If the ROI doesn’t justify the time, cost, and resources required to develop the feature, it might be better to focus on other initiatives. Would a workaround or alternative solution better suit the customer?

Feedback 511

Feedback ROI Innovation B2B 511

InMoment XI

NOVEMBER 13, 2024

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. Calculate your business’s ROI using InMoment’s VoC tools. It provides a competitive advantage.

Customer Retention 195

Customer Retention How To Analysis ROI 195

Calabrio

MARCH 25, 2025

Customer feedback management and automation tools This category includes tools that streamline the collection and management of customer feedback. Evaluate 100% of interactions with automated quality management tools. Role-based dashboards and action management for enterprise-wide visibility.

Software 130

Software Customer Journeys Tools Contact Center 130

eglobalis

JUNE 27, 2024

Feedback and complaint management tools are essential for promptly addressing customer issues. Communication, continuous change management initiatives, and other strategies are essential to this alignment. Continuous change management initiatives help the organization adapt to evolving customer needs and market conditions.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

InMoment XI

OCTOBER 28, 2021

Let’s Take a Closer Look at Revenue Management/ Pricing. The one supporting function that I’d like to consider in terms of the role it can play in the overall customer experience is Revenue Management or Pricing. As Mr. Carlzon suggested, there are also supporting functions that are in service to those who serve the customer.

Airlines 370

Airlines CRM Government ROI 370

InMoment XI

OCTOBER 4, 2024

Managing this experience through a customer-centric approach can help businesses strengthen their customer relationships for long-term success. What is Customer Experience Management? To grasp customer experience management, it’s essential to first understand customer experience itself. CXM vs CRM: How They Differ?

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ECXO

JULY 29, 2024

Feedback and Complaint Management Tools : Essential for promptly addressing customer issues. Communication, continuous change management initiatives, and other strategies are essential to this alignment. Continuous change management initiatives help the organization adapt to evolving customer needs and market conditions.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

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. By using CRM data, businesses can create personalized rewards that truly connect with their audience.

CRM 52

CRM Meeting Data Strategy 52

C3Centricity

APRIL 9, 2024

This complexity necessitates marketers to engage in continuous nurturing strategies, educational content provision, and stakeholder management to guide the decision-making process. B2B decisions are driven by logic and ROI.

B2C 296

B2C B2B Strategy Marketing 296

Comm100

FEBRUARY 5, 2018

But how were companies to manage, track, and convert an ever-growing number of interactions into revenue? CRM Software. From customer relationship management (CRM) software to knowledge base and social media tools — it almost seems harder to find a software solution that isn’t considered a customer engagement tool than one that is.

Social Media 170

Social Media CRM Self Service Software 170

NICE inContact

SEPTEMBER 27, 2019

The answer to that conundrum is powerful CRM integrations. How does CRM work? CRM technology creates a database of customer information that agents can draw from each time they interact with a customer. Essentially, CRM is the digital customer service agent’s secret weapon. Why powerful CRM is the answer.

CRM 138

CRM Contact Center Return on Investment Call Center 138

InMoment XI

DECEMBER 30, 2021

Graham Tutton (InMoment) and Maxie Schmidt-Subramanian (Forrester) discussed topics such as how to build an ROI model for your CX program and what you should focus on if you think your CX program isn’t perfect yet. And they also answered a few questions from CX professionals throughout the presentation.

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

CSM Magazine

JULY 28, 2022

That standard applies not only to the quality, aesthetics, and safety of the built environments UMC creates, but also to the systems its people use to manage and grow the business. The CRM Solution. Following the selection of Unanet CRM, it took a mere four months to get the system integrated and fully operational.

CRM 105

CRM ROI e-support System 105

TechSee

DECEMBER 3, 2024

There’s also a clear difference in ROI when automating simple informational tasks versus more complicated service interactions. Still, not all service challenges are the same. It’s different answering a simple question versus helping with complex tasks like troubleshooting. And this is where Sophie AI makes a difference.

Customer Experience 124

Customer Experience Virtual Agent Competitive Advantage Customer Satisfaction 124

ECXO

JULY 10, 2024

Sony and LG in South Korea exemplify the difficulties of applying NPS in contexts that require sustained service excellence and relationship management. Return on Investment (ROI) : Calculates profitability from specific CX investments. CRM Integration : Correlating feedback with customer profiles for deeper insights.

Metrics 374

Metrics Analysis Feedback NPS 374

ECXO

APRIL 24, 2024

Comprehensive Solutions Enterprise-Level Needs: These companies offer comprehensive solutions that address various business processes, including CRM, ERP, and SCM. Enterprises often require such complex systems to manage their operations effectively, and these platforms provide an all-in-one solution.

ROI 317

ROI B2B Software System 317

InMoment XI

JULY 16, 2024

Platforms like X, Meta/Insta, YouTube, and Google shape brand perceptions and impact purchasing decisions, directly affecting your ROI. With this in mind, we want to make it clear that it isn’t just about monitoring and management of these feedback channels, but actively engaging with and learning from your customers.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

Platforms like X, Meta/Insta, YouTube, and Google shape brand perceptions and impact purchasing decisions, directly affecting your ROI. With this in mind, we want to make it clear that it isn’t just about monitoring and management of these feedback channels, but actively engaging with and learning from your customers.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

NOVEMBER 26, 2024

71% of organizations say customer journey mapping has successfully persuaded management to invest in CX efforts and fix existing customer problems. 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

eglobalis

JULY 31, 2024

Customer Experience Management (CXM) Software Tools like Qualtrics and Medallia as the leaders of this sector help manage and analyse customer interactions across different touchpoints. Tools that offer clear ROI through improved customer engagement and retention, such as AI-driven analytics platforms, are crucial in this environment.

Customer Experience 428

Customer Experience Social Media Analytics Chatbots 428

BirdEye

DECEMBER 28, 2024

Social media management has become increasingly challenging with evolving algorithms, shifting audience behavior, and ever-changing best practices. Specialized enterprise social media management software can address the unique needs of large multi-location businesses, providing tools to simplify operations and enhance customer engagement.

Social Media 52

Social Media Software Management Multi-Channel 52

Calabrio

MARCH 4, 2025

Workforce Management 2025 Guide to the Omnichannel Contact Center: How to Drive Success with the Right Software, Strategy, and Solutions Share Calling, email, texting, instant messaging, social mediathe communication channels available to us today can seem almost endless. They need to be empowered and engaged to deliver results.

Contact Center 130

Contact Center Omni-Channel Contact Center Software Software 130

NICE inContact

AUGUST 2, 2019

For contact center managers, having detailed data to track digital customer service needs helps optimize efficiencies. 4) Powerful CRM. CRM is one of the most important tools that customer service agents can have at their fingertips. Without CRM, knowledge about customers and solutions to key issues are not retained.

Technology 229

Technology Customer Service Omni-Channel Self Service 229

Experience Investigators by 360Connext

JANUARY 7, 2025

Collect customer data from your customer relationship management (CRM) tool or survey and feedback sources. Explain how youre looking to build customer personas using the organizations data and ask the data expert about how you can accomplish this effectively. Consolidate everything into one secure location if possible.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

C3Centricity

MAY 11, 2020

CEX #CRM #CustomerFirst #CustomerCentricity #Customer Click To Tweet. CEX #CRM #CustomerFirst #CustomerCentricity #Customer Click To Tweet. For more on project management I suggest reading the post “Getting to Yes: A 7-step Roadmap to Successful Project Management.”

Strategy 246

Strategy Customer Centricity Chief Customer Officer CRM 246

Playvox

NOVEMBER 15, 2022

For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. . In this environment, investing in a workforce management (WFM) solution becomes key, particularly if your support center has been using spreadsheets or trying to get by with subpar solutions.

ROI 86

ROI Software Management Contact Center 86

NICE inContact

JANUARY 23, 2019

If there is one single area you want to focus on in 2019 for contact center improvement, consider Performance Management. Tools such as inView Performance Management for CXone help minimize attrition while inspiring your employees to improve performance and better align with your customer experience goals.

Contact Center 137

Contact Center Management Gamification Call Center 137

eglobalis

JULY 2, 2024

Sony and LG in South Korea illustrate the challenges of applying NPS effectively in environments where sustained service excellence and relationship management are paramount. Return on Investment (ROI) : Calculates profitability from specific CX investments over time, comparing gains against costs.

NPS 453

NPS Feedback Net Promoter Score B2C 453

ECXO

DECEMBER 25, 2024

Excellent CX involves setting boundaries and managing expectations transparently. Example Action: Use analytics tools to link CSAT improvements to revenue growth, demonstrating CXs ROI. Simplify Processes for Customers What to Do: Reduce friction in your processes, such as checkout, returns, or account management.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Kustomer

AUGUST 3, 2021

New York, NY – August 3, 2021 – Kustomer , an all-in-one, top-rated AI-powered CRM for modern customer experiences, today releases findings from Forrester’s Total Economic Impact™ (TEI) study showing that organizations that switch to Kustomer see up to a three-year 422% in return on investment (ROI).

Study 96

Study ROI Net Promoter Score CRM 96

Calabrio

APRIL 11, 2025

Workforce Management From Onboarding to Excellence: Your Contact Center Training Guide for 2025 Jump ahead What is Contact Center Training? Modern Workforce Engagement Management (WEM) software , encompassing tools for efficient workforce planning, as well as quality management and performance coaching , can play a vital role here.

Contact Center 130

Contact Center Training Call Center Average Handle Time 130