Calabrio

MARCH 25, 2025

Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. Table of Contents What is the Voice of the Customer (VoC)?

Software 130

Software Customer Journeys Tools Contact Center 130

Retently

JANUARY 13, 2025

In this article, were spotlighting the top 5 tools for measuring CES. So, if youre ready to transform your customer journey from frustrating to frictionless, lets dive into the CES tools that can make it happen. Next, lets dive into the tools that can help you measure and act on this critical metric! What Makes a Great CES Tool?

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

eglobalis

NOVEMBER 3, 2024

While these established tools offer foundational guidance and structure, they may fall short in capturing the unique essence, “personality,” and competitive edge of individual companies. When employees have both the tools and the freedom to make meaningful contributions, they’re more invested in the outcomes.

B2B 510

B2B Culture Innovation Loyalty 510

eglobalis

JANUARY 20, 2025

Delivering tools, features, and functionalities that not only address customer needs but also foster the most critical factor for success in today’s SaaS and cloud solutions: adoption. To achieve reliability, companies can invest in predictive analytics and supply chain visibility tools.

B2B 406

B2B Loyalty Loyalty Programs Innovation 406

ECXO

MARCH 6, 2025

Storytelling is a powerful tool here sharing real customer stories, both successes and failures, can help employees emotionally connect to the impact they have on customers. 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

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 can be done using tools such as AI, natural language processing (NLP) , and automated workflows. What is Customer Experience Automation?

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

eglobalis

JANUARY 7, 2025

Tools : Empathy maps and journey mapping to visualize customer experiences and uncover pain points in their processes. Techniques : Analyzing data from the empathy phase, identifying root causes using tools like the 5 Whys, and mapping out dependencies that impact the problem space.

B2B 277

B2B Company Customer Journeys Innovation 277

eglobalis

FEBRUARY 3, 2025

CRM, ERP, and marketing platforms) to create a 360-degree view of the customer. Similarly, SAP has been using its SAP Predictive Analytics tool since 2013 to help businesses forecast demand, optimize inventory, and improve service delivery. This reduces downtime, improves service delivery, and enhances customer satisfaction.

B2B 371

B2B Customer Journeys Customer Experience Chatbots 371

ECXO

NOVEMBER 26, 2024

Leverage Technology, Automation, and Data-Driven Insights to Enhance Customer Service Incorporate technology and automation tools to streamline customer service processes. Chatbots, CRM systems, and AI-powered analytics can handle routine tasks, freeing up your team to focus on more complex issues.

Self Service 334

Self Service Culture Training Analytics 334

InMoment XI

OCTOBER 24, 2024

A customer engagement platform is a tool that allows businesses to interact with customers on different platforms, all in one place. Customer engagement platforms consolidate customer data into one location and provide tools to engage customers consistently and personally, regardless of how they interact with your business.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

InMoment XI

DECEMBER 18, 2024

For example, a call transcription tool prevents the need to listen to lengthy recordings and provides quick insight into customer experiences. Tools like real-time call transcriptions provide agents with the information they need for quick and effective issue resolution. It increases sales and conversions.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

eglobalis

MARCH 13, 2025

Invest in the Right CX Tools and Technologies Provide leadership with data-driven insights by investing in CRM platforms, customer feedback systems, and journey analytics tools. These tools enable executives to make informed decisions based on real-time customer data.

Leadership 229

Leadership B2B B2C Effort Score 229

Calabrio

MARCH 26, 2025

AI-driven workforce management solves this by predicting peak call times, optimizing staffing, and integrating performance-driven shift planning. This ensures agents receive tasks that align with their strengths and support their career growth.

Self Service 130

Self Service Chatbots CRM Analytics 130

ijgolding

APRIL 9, 2020

There are a number of companies providing customer mapping tools. However, few of these tools deliver the ‘catalytic conversion’ of customer data, overlaid onto the customer journey and turned into real hands-on information for companies to move their CX experience to the next level. Next generation CRM.

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

InMoment XI

DECEMBER 17, 2024

What Youll Discover in Our Guide: Holistic Interaction Analysis Immediate, Actionable Insights Deep Dive Analytical Tools Thank you Your download will begin shortly. These include, but are not limited to, CRM systems, analytics platforms, collaboration tools, and customer feedback platforms. Download Now Exit this form 3.

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. Companies like Help Scout, Zoho Desk, and HappyFox use these tools to monitor customer sentiment and resolve problems quickly, thereby improving satisfaction and loyalty. Customer Surveys : Fundamental for gathering direct feedback.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

eglobalis

JUNE 27, 2024

Feedback and complaint management tools are essential for promptly addressing customer issues. Companies like Zendesk, Freshdesk, and ServiceNow use these tools to monitor customer sentiment and resolve problems quickly, thereby improving satisfaction and loyalty. Customer surveys remain fundamental for gathering direct feedback.

Strategy 443

Strategy Customer Experience Net Promoter Score Customer Centricity 443

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

Optimove

JANUARY 20, 2025

Key takeaways: OptiLive is a new solution designed to empower sportsbook operators to execute CRM-powered live sports marketing at scale. Part of Optimoves Expanding CRM Marketing Capabilities OptiLive is part of Optimoves broader suite of CRM marketing tools for iGaming and sports betting operators.

Sports 75

Sports CRM Marketing Gamification 75

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

InMoment XI

NOVEMBER 18, 2024

Quantitative Data Analysis Quantitative analysis uses website and/or app analytics combined with CRM data to analyze numerical data. Tools for Customer Behavior Analysis The effectiveness of your customer behavior analysis is largely dependent on the tools you use to complete it.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

NOVEMBER 13, 2024

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. You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business.

Customer Retention 195

Customer Retention How To Analysis ROI 195

CSM Magazine

JANUARY 3, 2025

AI-driven tools improve efficiency, accuracy, and scalability, enabling companies to handle multilingual interactions seamlessly. This article delves into the top 10 AI tools that are essential for enhancing multilingual customer support in 2025, providing insights into their functionalities, benefits, and implementation strategies.

Tools 52

Tools e-support Customer Satisfaction Travel 52

CSM Magazine

NOVEMBER 11, 2024

Whether it’s resolving complaints or building customer loyalty, having the right tools is essential for success. But how do customer service managers choose the best tools for their teams? The Evolution of Tools for Customer Service Teams As customer expectations evolve, so too must the tools used by customer service professionals.

Tools 52

Tools Customer Service Chatbots CRM 52

ECXO

FEBRUARY 3, 2025

With the right tools, mindset, and strategies, you can create a proactive approach that delights customers and drives business growth. Actions You Can Take: Implement a robust CRM tool like Salesforce, HubSpot, or Zoho to centralize customer data. Heres how to make it happen: 1.

Sales 247

Sales Customer Experience e-support Examples 247

ECXO

NOVEMBER 19, 2024

AI-Powered Chatbots & Automation : Implement AI-driven tools to improve response times and enhance customer support. Unified Customer Profiles : Use CRM systems to maintain a unified view of each customer, ensuring that every interaction feels seamless and informed.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

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. Aim Toward Ideal Business Outcomes, but Stay Agile Have the Right Data Collection Tools in Place Act on the Data You Receive Continuously Improve Your Processes Based on Market Changes.

Loyalty 389

Loyalty Tips Feedback Advertising 389

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

eglobalis

JULY 31, 2024

Eleven Key Technologies Enhancing Customer Experience Marketing Automation Platforms Marketing automation tools like Marketo and HubSpot streamline repetitive marketing tasks such as email campaigns, social media posting, and lead nurturing. As AI evolves, chatbots will become better.”

Customer Experience 414

Customer Experience Social Media Analytics Chatbots 414

InMoment XI

OCTOBER 28, 2021

In my previous role leading customer experience for Hertz, I was also responsible for Voice of the Customer, CRM, and Loyalty. Want to learn more about how you can put in place foundational tools that facilitate CX transformation?

CRM 370

CRM Airlines Government ROI 370

InMoment XI

NOVEMBER 26, 2024

Use analytics tools, customer feedback, and data from CRM systems to monitor how customers interact with your brand across touchpoints. Step 8: Track Customer Journeys Once your map is complete, tracking real customer journeys is essential to see how they align with your assumptions. If it doesn’t, click on the download button.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Calabrio

MARCH 4, 2025

Based in the cloud, these contact center solutions are what provide the connection between all channels, giving agents the tools to both communicate and manage conversations efficiently. Well talk software more later but for now, know that having great forecasting and scheduling tools at your disposal is essential.

Contact Center 130

Contact Center Omni-Channel Contact Center Software Software 130

InMoment XI

DECEMBER 22, 2022

In the modern experience landscape, we have AI machine learning tools that can take your data even further, enabling you to look into customer emotions, intent, and sentiment. This understanding of the customer data stage is critical, and will set you up for the next step.

Voice of Customer 418

Voice of Customer Examples Strategy Net Promoter Score 418

SuiteCX

FEBRUARY 18, 2020

Like customer experience (CX) more broadly, there are a number of platforms that create the ecosystem of tools available to manage and understand their Customers’ experience. The confusing part is that a number of tools all call themselves “Customer Journey Tools” which tends to muddy the market.

Customer Journeys 274

Customer Journeys Effort Score CRM CEM 274

Thematic

FEBRUARY 2, 2025

You’re probably here because you already know your business can benefit from text analytics but are overwhelmed about how to choose text analytics tools to match your business. We’re here to guide you in finding the perfect text analytics tool for your business. Scalability : Make sure the tool can handle growth.

Analytics 62

Analytics Tools Case Study How To 62

Comm100

DECEMBER 16, 2024

Instead of relying entirely on human agents for every interaction, automation tools like AI-powered chatbots, automated ticket systems, and self-service options handle many routine tasks. For example, chatbots are a common tool in customer service automation. Automation also includes tools like ticketing systems.

Customer Service 130

Customer Service Self Service Chatbots Omni-Channel 130