Retently

JANUARY 13, 2025

Deploy CES surveys at strategic moments, like after a support interaction or checkout, to capture honest, actionable feedback when the experience is fresh in the customers mind. Analyze trends, identify friction points, and implement improvements that make a tangible impact on the customer journey. Retently Dashboard 2.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 375

B2B Strategy Customer Experience Customer Journeys 375

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

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

eglobalis

JULY 2, 2024

Furthermore, it investigates contemporary global trends in customer feedback strategies that advocate for a shift beyond simplistic metrics. Segmentation and Personalization : Tailor feedback mechanisms to different customer segments to enhance relevance and effectiveness.

NPS 453

NPS Feedback Net Promoter Score B2C 453

InMoment XI

JANUARY 9, 2024

Unlike B2C products and services, B2B offerings usually present various options for customization and personalization in order to meet the particular needs of the business customer. In B2B, customer support tends to be more hands-on and personalized, with dedicated account managers, CX representatives, and specialized support teams.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

Think Customers

DECEMBER 19, 2024

As we head in 2025, here are 5 major trends that will reshape the way CX is delivered in the contact center. Use AI-enhanced quality and insights tools to listen to all interactions, across any channel, and identify trends, challenges, and opportunities.

Trends 52

Trends Customer Experience Contact Center Self Service 52

Retently

OCTOBER 23, 2024

Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction. Taking the importance of collecting customer feedback out of the way, where do we start?

Ecommerce 109

Ecommerce Survey Retail NPS 109

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. being ignored).

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

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

Optimove

MARCH 11, 2025

Re-engage your churned customers with this guide Download Now Why it Matters: Much like Taylor Swifts ability to reinvent herself with each Era album cycle, staying ahead of customer trends requires anticipation, data, and a deep understanding of audience preferences. learn more about Positionless Market, go here.

Trends 52

Trends Social Media How To Analytics 52

Retently

JULY 8, 2024

It’s like keeping the pulse of your customer base at all times. Period-Based Surveys : Instead of always-on surveys, this approach collects NPS data at specific intervals, giving a snapshot of customer sentiment at set points in time. This can make it harder to respond quickly and adapt to changing customer needs.

Touchpoint 78

Touchpoint NPS Survey Strategy 78

Comm100

DECEMBER 22, 2016

In this article, we’re going to give you a sneak peak at some of the customer experience trends that you can expect to see in the new year, and some tips on how you can put them into practice. However with an omni-channel system, these customer service channels are not as segregated. Email Will Be Taken to the Next Level.

Omni-Channel 80

Omni-Channel Trends Multi-Channel Customer Service 80

Call Experts

JANUARY 8, 2020

Now more than ever, it's relevant to understand and optimize your customer touchpoints. According to Forbes , "customer-centric companies are 60% more profitable than companies that don't focus on customers." Here are some of our tips and tricks to provide a quality experience to your customer base: .

Touchpoint 78

Touchpoint Self Service Customer Journeys Contact Center 78

InMoment XI

OCTOBER 4, 2024

Customer Experience (CX) is the overall perception someone has of your brand based on their thoughts and feelings after each interaction with your business. From visiting your Instagram page to buying your product, each touchpoint along a customer’s journey contributes to their feelings about your brand and what it offers.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

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

ECXO

AUGUST 21, 2024

Creating Value and Building Relationships Just as gold is valuable and sought after, a successful customer experience organization creates value in every interaction. They build strong, trust-based relationships with their customers, ensuring that each touchpoint is meaningful and contributes to customer loyalty and satisfaction.

Social Media 156

Social Media Touchpoint Net Promoter Score Effort Score 156

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

ECXO

APRIL 10, 2024

Similarly, in customer experience, a customer can behave both as an individual “particle” and as part of a collective “wave” As individual “particles”, customers have unique, personal experiences with a business. This concept can be applied to customer experience as well.

Connections 334

Connections Customer Experience Social Media Analysis 334

Experience Investigators by 360Connext

APRIL 23, 2024

And it’s often shared that a 5% increase in customer retention can lead to exponential gains in profitability. The bottom line here is that if you ONLY focus on customer metrics, you’ll miss an opportunity to make a real business impact. These investments are long-term strategies for returns for both customers and employees alike.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

CustomerSuccessBox

SEPTEMBER 7, 2021

And in all these -the common thread- Customer Success. Customer Success as a stream has played an important role. So, without further ado, let’s see the Customer Success Trends as predicted by the CS experts. 1 Renewed focus on new customer onboarding. With the changing world, customer needs also change.

Customer Success 96

Customer Success Trends Customer Journeys Touchpoint 96

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. External factors like market demand, pricing trends, or competitors’ initiatives can arise at any time, setting off a chain reaction that affects your overall CX.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

GetFeedback

NOVEMBER 23, 2019

This, according to him, is where Salesforce Customer 360 Truth comes in: a set of capabilities that unites all a company’s data points to build a single view of their customer. . And from these discussions, three key customer experience trends came to the surface.

Conference 48

Conference Case Study Fashion Customer Expectations 48

InMoment XI

NOVEMBER 20, 2023

AI-driven insights provide consumer behaviors and preferences, as well as uncover new trends and overall a more personalized experience. Customer retention rates and customer service can be improved by using AI to actively listen for qualitative feedback and elicit more valuable responses.

Customer Experience 243

Customer Experience Strategy Chatbots e-support 243

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

Experience Investigators by 360Connext

FEBRUARY 20, 2024

Generative AI can also deliver recommended messaging based on these predictive customer insights. This proactive approach not only increases the likelihood of repeat business but also personalizes the customer journey at (potentially) every touchpoint.

Analysis 270

Analysis Analytics Customer Relationship Management Feedback 270

GetFeedback

SEPTEMBER 14, 2018

It’s important to look at both your company’s past and current performance to get an accurate picture of how you are trending in terms of retention and churn. Below are a few key numbers to help clarify customer churn: Software-as-a-Service (SaaS) companies have monthly churn rates of around 5.4%. Customer meetings/consultations.

Loyalty 170

Loyalty Effort Score Net Promoter Score Touchpoint 170

InMoment XI

NOVEMBER 15, 2023

By leveraging customer experience analytics, not only can businesses stay ahead of the competition but also uncover valuable trends and patterns that can significantly impact their growth and market leadership. Identify Trends and Patterns : Look for common themes and issues within the data to pinpoint areas for improvement.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

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

InMoment XI

SEPTEMBER 9, 2024

What is Customer Experience Consulting? Customer experience consulting is a specialized service that helps businesses enhance the experiences they provide to their customers across every touchpoint—from the initial awareness stage to post-purchase support. What to Look for in a Customer Experience Consultant?

Consulting 195

Consulting Customer Journeys Customer Experience ROI 195

InMoment XI

JANUARY 4, 2024

In order to master the retail customer experience, you first need to understand the whats, the whys, and the hows. What is the Retail Customer Experience? At its core, the retail customer experience encompasses every touchpoint a customer has with a brand, from the first interaction to post-purchase engagement.

Retail 195

Retail Customer Experience Effort Score Social Media 195

Lumoa

SEPTEMBER 11, 2023

That’s why customer experience strategy plays such an essential role in determining how well a business performs. It involves creating a plan to elevate every customer’s experience across every touchpoint they have with your company. It lets you identify the demographic makeup of your customer base.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Lumoa

SEPTEMBER 11, 2023

That’s why customer experience strategy plays such an essential role in determining how well a business performs. It involves creating a plan to elevate every customer’s experience across every touchpoint they have with your company. It lets you identify the demographic makeup of your customer base.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

InMoment XI

MARCH 25, 2024

Predictive analytics is a category of data analytics and the process of using data, statistical algorithms, AI, and machine learning techniques to identify the likelihood of future outcomes based on historical data. Put simply: it involves analyzing current and historical data to make predictions about future events or trends.

Analytics 195

Analytics Examples Customer Experience Effort Score 195

Thematic

FEBRUARY 12, 2025

Using Thematic text analytics , you notice that hashtags like #GreenLiving and #EcoShopping are trending in customer conversations. At the same time, customer review analysis reveals a pain point—customers are confused about recycling instructions. Negative feedback doesn’t have to spell disaster, either.

Analytics 62

Analytics Marketing Social Media Net Promoter Score 62

ShepHyken

MAY 24, 2021

Best Customer Retention Techniques for Startup in 2021 by Luke Fitzpatrick. Influencive) Here are some of the best customer retention techniques for startups in 2021, that’ll help you to not only retain and grow your customer base. My Comment: Want to keep your customers coming back? That was until COVID-19.

Customer Service 161

Customer Service Customer Retention Loyalty Retail 161

Experience Investigators by 360Connext

JULY 17, 2024

Real-life CX wins: One client discovered customers were receiving duplicate emails, calls, and texts because of a system glitch nobody had identified for a segment of their customer base. It was easy to fix and those customers immediately engaged more with the communications they did receive.

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143