ECXO

MARCH 6, 2025

We will also highlight how a CX transformation differs from a typical program management initiative, who drives these programs, and what lessons can be learned from B2B companies that have made this journey. Leadership Commitment and Vision Leading a customer experience transformation starts at the top.

B2B 339

B2B Customer Journeys How To Effort Score 339

ECXO

NOVEMBER 19, 2024

Application in CX : • Empathy Mapping & Personas : Develop detailed customer personas, similar to how characters are developed in a story. For example, Johan, the dairy farmer managing 500 cows, needs efficient solutions for his milking parlor. Continuous learning and adaptation are key to thriving in a competitive market.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

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.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

eglobalis

OCTOBER 9, 2024

Consider the Broader Market Demand It’s essential to determine whether the feature is a unique request or if it represents a larger trend across multiple customers. On the other hand, if several clients or different market segments are asking for similar features, this could indicate a significant market need that warrants attention.

Feedback 509

Feedback ROI Innovation B2B 509

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? Of the 81% of organizations automating workflow processes, 98% report that reducing errors is a major or minor benefit of customer experience automation.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

InMoment XI

NOVEMBER 18, 2024

By identifying specific customer preferences—such as preferred products, content types, or communication channels—you can tailor marketing messages, recommendations, and services to each customer’s needs. Informed Marketing Decisions Analyzing customer behavior allows you to craft more effective marketing strategies.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

JULY 16, 2024

Customers expect not only to be heard but also understood and swiftly responded to. 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 for Managing Your Online Reputation 1.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

Customers expect not only to be heard but also understood and swiftly responded to. 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 for Managing Your Online Reputation 1.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

APRIL 25, 2024

Why Reputation Management Matters in the Financial Service Industry? To gain this trust, it is now more important than ever for financial services institutions to implement strong online reputation management initiatives. Insurance customers have different needs and priorities than mortgage consumers do.

Financial 195

Financial Management Banking Insurance 195

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.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

JANUARY 30, 2024

It’s clear that a customer experience program is no longer a luxury, but a necessity. The process of choosing the best customer experience management software can be tricky and extensive, so there are some things you need to keep in mind as to find the perfect CX partner for your business.

Customer Experience Management 221

Customer Experience Management Software Customer Experience Management 221

InMoment XI

OCTOBER 31, 2023

In the fast-paced world of customer service, call center management plays a pivotal role in ensuring efficient operations, customer satisfaction, and improving the customer experience. Understanding the ins and outs of call center management is crucial for both seasoned professionals and newcomers to the field.

Call Center 195

Call Center Strategy Management First Call Resolution 195

QuestionPro Audience

JUNE 30, 2022

That’s why audience research is essential and should be part of every marketing plan. Companies have different audiences—for example, customers (both existing and potential), employees, shareholders, suppliers, and partners. They also have different types of relationships with these audiences. Ask the right questions.

Marketing 195

Marketing Groups Advertising Survey 195

ECXO

AUGUST 19, 2024

Customer Experience Experimentation: Your Final Frontier Introduction Customer Experience (CX) is a critical battleground in today’s competitive market. Experimentation validates hypotheses, uncovers areas for improvement, and ensures new initiatives resonate with customers.

Customer Journeys 369

Customer Journeys Customer Experience Net Promoter Score Effort Score 369

InMoment XI

NOVEMBER 26, 2024

Increased Resource Allocation Customer journey maps can help you identify problems and present a strong business case for customer experience improvement. 71% of organizations say customer journey mapping has successfully persuaded management to invest in CX efforts and fix existing customer problems.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

JANUARY 22, 2025

Importance of reviews for freshness and quality: Potential customers are especially concerned about freshness and quality, so grocery stores need reviews that mention these elements positively, not just generically good reviews. Multi-Location Management Another challenge is managing SEO effectively for multiple locations.

How To 195

How To Social Media Software ROI 195

Thematic

APRIL 3, 2025

The text analytics market is expected to skyrocket from around $29 billion to over $78 billion in the next few years. Understanding the Text Analytics Market At its core, text analytics is all about turning unstructured text—like customer feedback, emails, support tickets, and social media posts—into something useful.

Analytics 62

Analytics Trends Marketing Social Media 62

Lumoa

FEBRUARY 7, 2023

Helsinki, 31 January 2023 The UK-based retail and commercial bank Shawbrook has selected Lumoa to help them manage and analyze feedback from their customers. Shawbrook is driven by a purpose to solve complex problems that unlock opportunities for its rapidly growing customer base of over 300,000 UK consumers and businesses.

Banking 195

Banking Feedback Management Culture 195

InMoment XI

JUNE 28, 2022

Announcement #1: InMoment Acquires Leading Customer Review Management Company ReviewTrackers. Our latest addition, ReviewTrackers, empowers over 175,000+ business locations to better understand and manage their customer reviews across 100+ sites with their review management technology. Want to know what’s new?

Analytics 74

Analytics Feedback Report Industry 74

eglobalis

SEPTEMBER 16, 2024

This includes regular touchpoints with sales and support teams who interact with customers on the ground. At the global level , customer journey maps must account for regional differences, ensuring cultural and market-specific nuances are considered. In response, Schindler developed a more comprehensive CX approach.

B2B 372

B2B Strategy Customer Experience Customer Journeys 372

BirdEye

MARCH 27, 2025

When a crisis hits, how a brand responds can make or break its reputation, influencing customer trust, market value, and long-term success. This is where brand crisis management comes into play. Table of contents What is crisis management? Product crises : Safety concerns, or defects, directly impact consumer confidence.

Examples 52

Examples Brands Management Airlines 52

ECXO

DECEMBER 25, 2024

In the sometimes lunatic world of business, companies often find themselves walking a tightrope between the relentless pursuit of growth and the need to create outstanding customer experiences. Profitability fuels sustainability: Without healthy financials, even the most customer-centric company wont last.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Thematic

FEBRUARY 12, 2025

Have you ever launched a marketing campaign only to feel like it’s not hitting the mark with your audience? The answer could be hidden in your customer feedback. Understand Customer Preferences and Behavior Have you ever wished you could get inside your customers’ heads and figure out exactly what they want?

Analytics 62

Analytics Marketing Social Media Net Promoter Score 62

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. What is B2B Customer Experience?

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

InMoment XI

NOVEMBER 13, 2024

Acquiring new customers is more expensive than retaining current ones. Proactively monitoring customer health can help businesses cut churn by over 34% for at-risk clients. It informs effective marketing strategy. Churn prediction helps you tailor your marketing efforts to re-engage customers at risk of leaving.

Customer Retention 195

Customer Retention How To Analysis ROI 195

ECXO

DECEMBER 4, 2024

However, the customer success team still plays a crucial role in ensuring the delivered products meet the client’s specifications and needs. They may also oversee the resolution of any defects or product quality issues and manage the logistics and delivery schedules.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

eglobalis

JULY 2, 2024

This simplicity overlooks the complexity of customer relationships and experiences, failing to capture nuanced feedback crucial for improving overall customer satisfaction. Metrics such as NPS, CSAT, CES, ACSI, and double-blind benchmark scores are most valuable when integrated into broader customer experience strategies.

NPS 450

NPS Feedback Net Promoter Score B2C 450

InMoment XI

DECEMBER 7, 2023

As competition and buyer empowerment compound, customer experience (CX) is proving to be the only truly durable competitive advantage. Companies that earn $1 billion annually can expect to earn on average an additional $700 million within 3 years of investing in customer experience.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

Lumoa

MAY 21, 2018

Use the navigation, to move around the post faster To understand things better, we asked around a hundred Customer Experience Directors and Managers, CMOs and Customer Success Specialists on which department s are responsible for Customer Experience in their company, despite the Customer Experience/Success/Support departments.

Customer Experience 305

Customer Experience Customer Centricity Net Promoter Score Feedback 305

CSM Magazine

DECEMBER 6, 2024

Though it might sound far-fetched, this outcome is completely achievable with a marketing gamification consultancy. In this era of short attention spans, gamified marketing seeks to attract customers and keep them coming back by delivering fun and compelling brand experiences. What are the behavioural principles behind it?

Gamification 52

Gamification Marketing Social Media Entertainment 52

InMoment XI

MAY 31, 2022

Since a customer journey often touches different parts of the organization, companies need to rewire themselves to create teams that are responsible for the end-to-end customer journey across functions.” – McKinsey & Company. ” – Jessica Pfeifer, VP & General Manager, InMoment. Define Customer Segments.

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

InMoment XI

AUGUST 3, 2023

Moreover, the sheer volume of unstructured data can overwhelm traditional data storage and processing systems, making it difficult to handle and manage. Companies may struggle with data silos and do not understand the danger of data silos in customer experience management.

Analytics 366

Analytics Customer Insights Data Social Media 366

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. Which customers are overusing promotions? So, what can marketers do with the Data Studio?

Data 52

Data Marketing Loyalty Tips 52

Lumoa

FEBRUARY 6, 2018

Top challenges for providers are (a) to be smarter than competitors about customers’ realities, (b) to rally all functional areas to improve customers’ realities, (c) to make customer-centred management a way of life. One main challenge for the next year is short termism. And why not?

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Retently

JANUARY 13, 2025

Retently: Automation and Insightful Feedback Analysis Retently is a comprehensive customer experience management platform tailored for businesses that prioritize actionable feedback. This targeted approach helps craft personalized feedback campaigns and ensures insights are aligned with specific customer experiences.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

BirdEye

FEBRUARY 4, 2025

A well-managed online reputation influences how the world sees your business. While a single negative review can impact customer sentiment, the right online reputation management tools help you monitor, respond, and build trust, ultimately driving revenue. Not all reputation management tools deliver the same results.

Tools 52

Tools Brands Management Multi-Channel 52