Vonage

MARCH 26, 2018

The estimated price tag of losing customers due to poor service has reached $1.6 according to Accenture’s Digital Disconnect in Customer Engagement report. Providing a seamless omni-channel service that makes sense for your customer base is essential. trillion in the U.S., Here’s what we learned.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

InMoment XI

FEBRUARY 3, 2025

Consider these five specific use cases where businesses are using CI to accomplish more with their location-based campaigns. Enhancing Geo-Targeted Advertising With CI, businesses can better tailor their ads to local target audiences based on conversational trends.

Social Media 195

Social Media Call Center Multi-Channel Advertising 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. Businesses must make informed estimates based on market trends, customer needs, and data.

Feedback 511

Feedback ROI Innovation B2B 511

InMoment XI

NOVEMBER 7, 2024

Of the 81% of organizations automating workflow processes, 98% report that reducing errors is a major or minor benefit of customer experience automation. Scalability Customer experience automation systems can handle high columns of interactions simultaneously. 2024 Annual State of Service Trends Report. ( [link] ).

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

Retently

MARCH 17, 2025

A weekly report keeps everyone in the loop with real-time trends, while a monthly or yearly report helps you track long-term patterns and make strategic decisions. Some reports get ignored because they track the wrong things, while others fail to connect the dots between customer issues and business impact. The result?

Report 90

Report How To Effort Score NPS 90

ECXO

DECEMBER 4, 2024

Transactional Business Models SaaS companies operate on a subscription-based model, where the focus is on the long-term retention of customers. The customer success area plays a significant role in reducing churn rates by ensuring continuous customer satisfaction and product usage.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

Retently

JANUARY 13, 2025

Trust us your customers (and your bottom line) will thank you! Key Takeaways CES is a critical metric for understanding how easy or difficult it is for customers to interact with your business. Analyze trends, identify friction points, and implement improvements that make a tangible impact on the customer journey.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

BlueOcean

JULY 12, 2018

This is especially the case in the contact center, where your outsourcer handles critical interactions with your customer base. In the contact center, data analytics helps identify important patterns of customer interaction across all channels, informing a more holistic view of the customer experience. Look no further.

Customer Care 185

Customer Care Trends Contact Center Chatbots 185

ECXO

DECEMBER 25, 2024

Actively Collect and Leverage Customer Feedback What to Do: Use surveys, social media listening, customer reviews, and even interviews to gather insights. Why It Works: Listening to customers helps identify trends and opportunities for growth. Segment feedback into actionable categories (e.g.,

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Thematic

APRIL 3, 2025

This growth is fueled by businesses wanting to extract deeper insights from massive volumes of text and react faster to customer needs. Similarly, other market reports note steady double-digit growth, showing that this is more than a passing trend—it’s becoming essential. billion by 2030, growing at 17.8%

Analytics 62

Analytics Trends Marketing Social Media 62

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

ClientSuccess

DECEMBER 21, 2021

After all, even if sales are through the roof, if customers aren’t satisfied, the business likely won’t last. However, when it comes to knowing which metrics to track, not all customer success leaders are on the same page. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 100

Metrics Customer Success Net Promoter Score Effort Score 100

GetFeedback

MAY 24, 2019

Net Promoter Score (NPS) is one of the most popular metrics being used in business today. In order to truly understand this metric, these common NPS myths should be debunked. . When it’s not deployed correctly, only used as a vanity metric, or not leveraged properly, NPS won’t be very useful.

Net Promoter Score 236

Net Promoter Score NPS Effort Score Metrics 236

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. There is no perfect metric.

System 317

System Effort Score NPS Net Promoter Score 317

InMoment XI

NOVEMBER 15, 2023

This method harnesses the power of data and insights to gain a deeper understanding of customers, their preferences, and their interactions with a company. We’ll explore what customer experience analytics is, where it comes from, important metrics to consider, its benefits, real-world examples, and how to drive value from this practice.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

InMoment XI

MARCH 23, 2025

Analyzing Sentiment and Engagement Patterns Conversational intelligence provides conversation breakdowns that can help you segment customers based on how they feel about your brandpositive, neutral, or negative. Uncovering Emerging Trends and Evolving Needs Customer needs and preferences arent staticyour ICP shouldnt be either.

Data 195

Data Touchpoint Effort Score Chatbots 195

Experience Investigators by 360Connext

APRIL 23, 2024

Often, CRM systems are the tools used to track important customer data and feedback metrics.) CEM is no different, but tracking metrics alone is not a strategy. The bottom line here is that if you ONLY focus on customer metrics, you’ll miss an opportunity to make a real business impact. Strategy First.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

CX Accelerator

JULY 22, 2019

The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. Although these metrics are valuable, they are internal to the organization, and they may or may not affect satisfaction. What to Do with VOC Data.

Contact Center 182

Contact Center Analytics Net Promoter Score Effort Score 182

Comm100

JUNE 15, 2022

For your CX program to be successful, the goals and KPIs need to be adapted constantly to keep up with changing trends, new processes, and the evolution of consumer habits. One great starting point would be to measure customer response rates and increase employee engagement to ensure everyone is on the same wavelength.

Brands 246

Brands Customer Experience Customer Journeys Net Promoter Score 246

Kayako

APRIL 27, 2017

Customer surveys that measure advocacy, satisfaction, and effort don’t give us the insights we need. Even though the Net Promoter Score (NPS) was designed to measure customer loyalty, it’s limited by capturing overall trends in customer loyalty not why that trend is happening. VIP Support.

Measurement 181

Measurement Loyalty Net Promoter Score Effort Score 181

Retently

MARCH 11, 2025

They optimize every step of the customer journey reducing friction at checkout, improving post-purchase experiences, and ensuring seamless interactions across channels. Data drives their decisions by monitoring NPS, CSAT, CES, and return trends, they identify pain points and push for actionable improvements. More on that next.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

InMoment XI

SEPTEMBER 5, 2024

When companies do offer personalized experiences, 78% of those customers who receive that level of personalization are likely to make repeat purchases. With these statistics in mind, it is clear that delivering consistent, memorable experiences is a must for any organization looking to build and sustain a loyal customer base.

Effort Score 195

Effort Score Net Promoter Score Customer Journeys Metrics 195

CX Accelerator

JULY 22, 2019

The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. Although these metrics are valuable, they are internal to the organization, and they may or may not affect satisfaction.

Contact Center 174

Contact Center Analytics Net Promoter Score Effort Score 174

Thematic

MARCH 30, 2025

Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business.

Customer Insights 62

Customer Insights Data Analytics How To 62

eglobalis

SEPTEMBER 16, 2024

At a local level , teams can engage in direct feedback sessions with customers, ensuring rapid responses to issues. Globally , businesses should use data-driven feedback systems to identify trends and challenges across regions. This solution provided real-time insights on how to increase crop yields, improving customer experience.

B2B 375

B2B Strategy Customer Experience Customer Journeys 375

ChurnZero

JULY 8, 2022

Cut to 2022, and the idea that a SaaS company could secure venture funding without investors digging deep into retention metrics seems comical, if not reckless. Net revenue retention (NRR) is taking center stage as the qualifying metric for determining the health of a SaaS business. Customer success owns a large portion of that metric.

Metrics 98

Metrics Customer Retention Course Customer Success 98

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 98

Metrics How To Effort Score Self Service 98

Fox Metrics

JUNE 25, 2020

New technologies, strategies, and trends are being introduced now and again to allow companies to meet the evolving interests and behavior of consumers. 76% of respondents of the Adobe 2016 Digital Trends Report think that marketing has changed more in the last two years, than the previous fifty. Voice Search. SEO Split Testing.

Trends 111

Trends Marketing Social Media Advertising 111

BlueOcean

DECEMBER 10, 2019

Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy? Building a customer experience strategy cannot happen in a vacuum – you have to be tuned in to the expectations, habits, and ongoing trends within your customer base. Are You Using 1999 Metrics to Measure 2019 Customer Care?

Contact Center 31

Contact Center Customer Service Infographics Trends 31

InMoment XI

MAY 14, 2022

Step #1: Listen to Your Customers (and Understand What They’re Saying and Feeling ). Most brands have formalized listening channels to track customer satisfaction in real time. Step #3: Engineer a Clearly-Defined—and Customer-Aligned—Brand Identity.

Brands 370

Brands Retail Loyalty Competitive Advantage 370

InMoment XI

JANUARY 12, 2024

This information, in turn, empowers companies to tailor their products, services, and communication strategies to meet the evolving needs of their customer base. Analyzing conversations allows businesses to identify trends, evaluate employee performance, and make informed decisions that align with organizational goals.

e-support 195

e-support Healthcare Multi-Channel Call Center 195

Totango

FEBRUARY 12, 2025

This article illustrates how large enterprises can modernize customer health scores for growth. Optimize outcomes for diverse customer bases. Maintain predictable retention metrics while identifying cross-sell or upsell opportunities. Learn how to: Measure and act on health scores in dynamic environments.

Effort Score 62

Effort Score ROI Metrics Customer relationships 62

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Strategy 264

Strategy How To Wait Times Customer Satisfaction 264

Lumoa

NOVEMBER 21, 2023

But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis. But it is one thing to claim that a business values customer feedback and another to sift out the actionable data.

Analysis 195

Analysis Feedback Social Media Chatbots 195

InMoment XI

MARCH 24, 2025

Regional Preferences and Market Differences First, customer expectations, purchasing behaviors, and service preferences vary by region. There are countless examples of this, but lets go with regional consumer trends. Winter clothes means one thing in Miami, Florida, and something entirely different in New England.

Survey 195

Survey Culture Feedback Customer Satisfaction 195

Thematic

MARCH 20, 2025

Build better products by prioritizing features customers actually want. With Thematic’s platform , they unified seven data channels (support calls, app store reviews, CRM data) to streamline customer experience insights and boost customer satisfaction. To understand customers better, businesses should segment them.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

Optimove

DECEMBER 19, 2024

The Big Picture Retailers leveraging Optimoves Customer-Led Marketing platform achieved unparalleled success during Black Friday and Cyber Monday 2024. By doubling down on personalized, targeted campaigns, these retailers unlocked more than 300% growth across critical performance metrics compared to the non-holiday season.

Retail 59

Retail Lifetime Customer Customer Centricity Loyalty 59