eglobalis

OCTOBER 21, 2024

Studies by Forrester reveal that unaddressed complaints on social media can increase customer churn by up to 15%. This impact is particularly damaging for mature companies, which often have a large, established customer base. These tools can help streamline the process, ensuring that critical issues are addressed first.

Social Media 510

Social Media Feedback Engagement Company 510

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. Just as Jedi personalize their approach to each situation, companies can harness the “Force” of data to create tailored customer experiences.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

eglobalis

APRIL 6, 2025

In telecom, providers like Verizon and AT&T back their connectivity with SLAs and cybersecurity bundles, directly addressing client concerns about outages and data breaches. Customer Experience and Ease of Doing Business B2B buyers increasingly expect consumer-level simplicity and speed.

Contact Center 280

Contact Center B2B Competitive Advantage Self Service 280

Experience Investigators by 360Connext

FEBRUARY 6, 2024

It’s easy to focus so much on gathering data or finding the perfect metric… we end up spending more time measuring than actually executing our ideas. We want to dispel the belief CX teams need perfect data to move forward. Metrics like these help measure overall sentiment and help identify areas to improve for the customer.

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

InMoment XI

MARCH 23, 2025

It pulls data from touchpoints like social media, chatbots, emails, customer feedback, customer relationship management (CRM) tools, and interactions with customer support, marketing, and sales teams, providing insights into customer intent, sentiment, pain points, and patterns.

Data 195

Data Touchpoint Effort Score Chatbots 195

ECXO

MARCH 6, 2025

These are opportunities where exceptional experience can strongly influence a customers loyalty and spend. By using data (such as customer feedback scores, churn analysis, and revenue by touchpoint) and customer journey mapping insights, leaders can pinpoint which areas will deliver the greatest impact if improved.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

NOVEMBER 18, 2024

Early intervention —like offering incentives to at-risk customers or resolving pain points—can prevent customer loss and improve customer churn. Better Product Development Customer behavior insights can allow your company to make data-driven decisions about product offerings.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

JULY 1, 2024

Organizations should take a closer look at predictive analytics to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. What is Predictive Analytics?

Analytics 195

Analytics Data Effort Score Social Media 195

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

Thematic

MARCH 30, 2025

Making business decisions based on gut instinct isn’t a smart strategy anymore. Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. But how exactly do you turn that data into better decisions? Let’s break it down.

Customer Insights 62

Customer Insights Data Analytics How To 62

InMoment XI

NOVEMBER 7, 2024

Implementing customer experience automation as a regular part of your operations can help you improve business performance by cutting out the time usually needed for routine tasks and reinvesting that time in more complex customer issues, ultimately resulting in a better customer experience.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

InMoment XI

OCTOBER 26, 2022

These tribulations can take many forms; defining customer loyalty in emerging consumers, creating seamless retail experiences across channels, tracking a customer base that seems to be in multiple places at once, and keeping up with a digital landscape that changes as frequently as the Cleveland Browns change quarterbacks.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

eglobalis

OCTOBER 9, 2024

Businesses must make informed estimates based on market trends, customer needs, and data. Analise the Scalability A feature request may work well for one client, but does it have the potential to benefit your entire customer base? Serving one segment at the expense of the broader customer base can be risky.

Feedback 520

Feedback ROI Innovation B2B 520

InMoment XI

NOVEMBER 13, 2024

This will help you better understand and serve customers. Lowering the churn rate contributes to a stronger, more loyal customer base. With insights into customer behavior, you can act faster and smarter than competitors. To predict customer churn, you need to know how to model it. It supports long-term growth.

Customer Retention 195

Customer Retention How To Analysis ROI 195

InMoment XI

NOVEMBER 26, 2024

Creating a customer journey map is a detailed process that often involves collaboration from multiple departments, so outlining what you hope to learn as a result of the customer journey map will make sure the efforts are well spent. You might have already created these as part of your customer experience strategy.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

JANUARY 12, 2023

Cross-selling and upselling have formed the bedrock of brand aspirations for their existing customer base for a long time now. First, if you haven’t already, expand the data sources that you use to understand what your customers are saying and how they perceive you.

Social Media 397

Social Media Tips Customers Customer Retention 397

InMoment XI

APRIL 17, 2025

As mentioned, incentives can attract people who are only interested in the rewards, impacting survey data quality. Ultimately, the goal is to make sure your respondents actually reflect the broader customer base you’re trying to understand. Be specific about your data collection policies.

Survey 195

Survey Customer Engagement Engagement Feedback 195

BlueOcean

APRIL 1, 2025

Today’s customers want to open their app and resolve their issue with minimal friction. This becomes even more critical with AI because you’re not just entrusting customer data to humans but to technology that must be configured and constrained appropriately.

Self Service 156

Self Service Effort Score Analysis Chatbots 156

ECXO

AUGUST 19, 2024

Data-Driven Decision Making : Experiments provide valuable data on actual customer behavior, leading to more accurate and effective CX strategies. Advanced analytics tools can interpret this data, ensuring decisions are evidence-based. Gather Qualitative and Quantitative Data : Combine quantitative data (e.g.,

Customer Journeys 369

Customer Journeys Customer Experience Net Promoter Score Effort Score 369

InMoment XI

FEBRUARY 3, 2025

Most people think of contact centers, such as customer support call centers and help desks, as the main use case for conversation intelligence software. Its true that CI software drives positive results for call centers, reducing response times, improving outcomes, and producing data-driven insights for agent coaching.

Social Media 195

Social Media Call Center Multi-Channel Advertising 195

eglobalis

JULY 2, 2024

The main point here is that we are talking about NPS, but no individual metric can supply all needed information; therefore, I called this article “360 Degree Revolution” since all metrics plus data supply your organization with a much better reality check than anything else. Should you kill NPS?

NPS 468

NPS Net Promoter Score Feedback B2C 468

Experience Investigators by 360Connext

OCTOBER 11, 2024

Those are perfect areas for CX leaders to prioritize, which will eliminate potential problems for customers. Gather feedback for continuous improvement : Prioritizing the customer experience means you are listening to customers throughout their journey and looking for ways to make their experience better.

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270

InMoment XI

JUNE 28, 2022

Online reviews are a great source of unsolicited customer feedback, and they often offer perspective from a different segment of the customer base than surveys or other feedback channels. InMoment and ReviewTrackers joining forces is great news for today’s brands! They include: Survey: The industry’s first WCAG 2.0

Analytics 74

Analytics Feedback Report Industry 74

InMoment XI

MARCH 14, 2025

Reducing Operational Costs Higher customer satisfaction and better agent productivity both lead to fewer and shorter calls: Happy customers dont call in with problems as frequently and productive agents can process more calls per shiftso you trim operational costs without lifting a finger! But which is it? The result?

Call Center 195

Call Center Metrics Tools First Call Resolution 195

Thematic

NOVEMBER 17, 2024

This kind of hypergrowth, while exciting, brings its own set of challenges, and one of the biggest was getting customer insights from feedback. As the pandemic accelerated our growth, we suddenly had a flood of feedback coming in from our rapidly expanding customer base. At first, it felt manageable. That was huge for us.

Data 62

Data Feedback Analysis Trends 62

eglobalis

SEPTEMBER 16, 2024

Personalization goes beyond sales; it includes offering customized solutions, post-sale technical support, and co-developing products. C-suite executives must ensure personalization is part of the broader CX strategy, encouraging teams to effectively use data insights.

B2B 389

B2B Strategy Customer Experience Customer Journeys 389

InMoment XI

SEPTEMBER 22, 2022

In the data science department, I’m often asked how an outer loop process should work. My name is Ton Luijten, Customer Success Director + Data Science Lead in APAC—I’m also a Lean Six Sigma Black Belt. This can be done on both unstructured and structured data. Is the cause of the issue understood? Is the solution known?

Analysis 370

Analysis Analytics Measurement Customer Experience Professionals 370

InMoment XI

MAY 10, 2022

As customers seem to shop solely based on the best deal, it can be difficult to build customer loyalty in retail, which leaves many brands wondering if customer loyalty is even worth the effort. A loyal customer is valuable to retailers in a multitude of ways.

Retail 370

Retail Net Promoter Score Loyalty Programs Effort Score 370

CSM Magazine

FEBRUARY 20, 2025

Data breaches are among the gravest threats businesses face. While the consequences can be devastating for companies themselvesranging from financial losses to reputational damagetheir impact on customers can be even worse. The Growing Threat of Data Breaches Data breaches continue to rise both in frequency and complexity.

Data 59

Data Financial Software System 59

Optimove

NOVEMBER 5, 2024

Get CDP Institute’s Guide on why your CDP needs a brain Download Now Why it matters: Personalizing the customer experience requires marketing that evolves with customer preferences and needs. To achieve this, marketers need direct access to customer data and the flexibility to analyze, manipulate, and activate it – at all times.

Data 52

Data Marketing Loyalty Tips 52

InMoment XI

SEPTEMBER 21, 2023

Build Presence – By encouraging customers to leave reviews on various review sites, you can increase your presence on these platforms. Customize and Automate Responses – Automated responses should be used for quick responses to positive reviews, while negative reviews should be addressed with a personalized response.

Management 368

Management Social Media Feedback Voice of Customer 368

InMoment XI

MARCH 16, 2022

These new CX trends were based on indirect and inferred data, as well as surveys across several industries. And surprisingly, there were some standout similarities that connected the two seemingly disparate customer bases. So what can we learn from a cross-continental comparison?

Trends 370

Trends Social Media Comparison Loyalty 370

Optimove

JANUARY 15, 2025

Why it Matters: For Optimove, this day isnt just about reflectionits a rallying cry to embrace customer-led marketing and leverage the tools that help businesses stay connected with their customers in the most relevant and impactful ways. After all, irrelevant messaging doesnt just fall flat; it actively drives customers away.

Connections 52

Connections Data Loyalty Consumers 52

AWS Machine Learning

SEPTEMBER 9, 2024

Data insights are crucial for businesses to enable data-driven decisions, identify trends, and optimize operations. Generative artificial intelligence (AI) has revolutionized this by allowing users to interact with data through natural language queries, providing instant insights and visualizations without needing technical expertise.

Data 122

Data Policies Telecommunications Software 122

Retently

JANUARY 13, 2025

Choosing a CES tool that fits your business needs whether its for automation, real-time feedback, or advanced analytics ensures you can collect meaningful data and act on it effectively. CES data is only valuable if you use it. For example, ecommerce businesses can tailor surveys for frequent buyers versus first-time customers.

Measurement 117

Measurement Tools Effort Score Multi-Channel 117

Totango

AUGUST 13, 2024

Customer success operations can also be a secret weapon for fine-tuning a variety of customer success and GTM needs such as: sharpening the ideal customer profile (ICP), crafting unique marketing messages, and injecting the customer’s voice into every interaction. Can you segment customers by contract value?

Customer Success 112

Customer Success Data Strategy Tips 112