InMoment XI

JANUARY 22, 2025

Thats why growing businesses need a way to unify multi-location review management. Challenges in Multi-Location Review Management Managing reviews and online presence across numerous locations is a difficult task, and the larger you scale, the more complex the challenges grow. A lack of reply is a much bigger risk.

Management 195

Management Multi-Channel Effort Score Social Media 195

CSM Magazine

NOVEMBER 25, 2024

You’re having your coffee when, out of nowhere, you receive a message about a one-star rating—or worse, a customer complaint. Managing multi-channel e-commerce often feels like a constant race to fix problems, from overselling items to missing customer inquiries. What a way to ruin your mood for the day.

Multi-Channel 52

Multi-Channel Tools e-support Customer Service 52

InMoment XI

NOVEMBER 22, 2024

Customer experience (CX) is crucial to SaaS business success. With intense competition and changing customer preferences, businesses must better understand their users to stay ahead. User feedback helps you refine your product to meet customer needs, resulting in increased satisfaction. It boosts revenue.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

InMoment XI

DECEMBER 10, 2024

Losing customers never feels good, especially in a hyper-competitive market. In fact, it costs five times more to acquire new customers than it does to keep an existing one. But, what if you could predict and reduce customer churn to retain customers at risk of leaving you? What Is Customer Churn?

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

DECEMBER 18, 2024

Contact centers play a significant role in customer experience management. They provide a central platform for handling customer interactions across various channels. Customers expect quick and seamless support when they pick up the phone or type an email. It boosts customer satisfaction.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

Comm100

NOVEMBER 23, 2021

87% of senior business leaders see customer experience as their top growth engine, and yet only one in three feel prepared to address this. Although this level of uncertainty is worrisome, the first step towards improving customer experience (CX) is far simpler than many realize. Personalized conversations.

Chatbots 246

Chatbots Customer Experience Multi-Channel CRM 246

InMoment XI

JANUARY 22, 2025

Its an ideal solution for keeping listings consistent and accurate across all the online channels where customers may search for a local physical store. These tools are especially useful for multi-location businesses that need to maintain and update separate pages for each location.

Software 195

Software Management Social Media Multi-Channel 195

GetFeedback

JUNE 1, 2020

GetFeedback joins forces with Usabilla to form a CX suite that brings a multi-channel view of the customer experience across your entire customer journey.

Multi-Channel 60

Multi-Channel Customer Journeys Customer Experience Customers 60

Blueshift

JANUARY 14, 2025

Customer journeys in personal finance are becoming increasingly complex. This type of multi-touch, multi-channel journey is common in personal finance. Customers interact with brands across multiple platforms, expecting each experience to be connected and relevant.

Customer Journeys 105

Customer Journeys Multi-Channel Marketing Touchpoint 105

Retently

JANUARY 13, 2025

The secret to effortless customer experiences lies in understanding one simple truth: effort matters. Customers feel the same way. Thats where Customer Effort Score (CES) steps in to save the day. CES is laser-focused on one thing: how easy it is for your customers to get what they need. A high-effort experience?

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

Retently

NOVEMBER 27, 2024

Analyzing Market Trends and Customer Behavior 2. Personalizing the Customer Journey 3. Expanding Revenue Channels 4. Building Customer Loyalty for Retention 6. That’s a lot of shopping carts, checkouts, and happy customers! Table of Contents Key Takeaways Why Ecommerce Growth Strategies Are Essential 1.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

InMoment XI

JULY 5, 2022

With a proactive guest experience program that allows them to gather the valuable guest feedback and then take the necessary action they need to attract new diners, satisfy regulars, and turn those potentially negative experiences into positive ones. How do I understand the overall experience guests are having with my brand?

Guest Experience 370

Guest Experience Brands eBook Multi-Channel 370

Lumoa

AUGUST 23, 2021

In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition. New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention.

Customer Experience 221

Customer Experience Social Media Video Customers 221

ECXO

JULY 10, 2024

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric.

Metrics 374

Metrics Analysis Feedback NPS 374

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. In CX, the same applies to CSAT, CES, and whatever.

NPS 456

NPS Feedback Net Promoter Score B2C 456

Comm100

OCTOBER 24, 2023

Omnichannel communication is about delivering a seamless player experience, regardless of how they interact. Whether it’s via live chat , SMS , AI chatbot , or ticketing , players expect a consistent, high-quality interaction across every channel. This spike can strain even the most robust support structures.

Omni-Channel 277

Omni-Channel Multi-Channel Chatbots Touchpoint 277

InMoment XI

FEBRUARY 3, 2025

Conversational intelligence (CI) is making a big difference for countless growing and large businesses, helping them understand customer interactions at scale with a level of precision that seemed impossible just a few years ago. CI technology enables real-time insights into customers not just as a whole but also divided into locations.

Social Media 195

Social Media Call Center Multi-Channel Advertising 195

TechSee

FEBRUARY 10, 2025

But in today’s world, your customers expect more. This is where AI-driven customer service experiences truly stand out. They interpret each customer’s unique situation, respond in their preferred channel (voice, chat, video), and ensure your brand delivers a memorable, human-centered experience at scale.

Customer Service 124

Customer Service ROI Average Handle Time Multi-Channel 124

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. Seamless experiences 5. Immersive experiences 7.

Customer Experience 195

Customer Experience Strategy Self Service Chatbots 195

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

Comm100

DECEMBER 10, 2024

Offer Personalized Gaming and Support Experiences Personalization has emerged as a cornerstone for player retention in the past few years. Your best (and most profitable) players will expect a personalized experience through and through. Having a unified support solution will go a long way in helping you personalize interactions.

Strategy 130

Strategy Multi-Channel Loyalty Social Media 130

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

ECXO

JUNE 11, 2024

A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko As we have explored, AI is fundamentally transforming the employee experience, touching every aspect from recruitment and onboarding to learning, development, and day-to-day engagement.

Employee Experience 334

Employee Experience Analysis Multi-Channel Employee Engagement 334

InMoment XI

NOVEMBER 30, 2023

These tools are essential for understanding how your customers are talking about your brand. Respond to customer feedback, both positive and negative, to show transparency and dedication to customer satisfaction. Doing this will help you foster a community around your brand, where customers feel heard, valued, and connected.

Brands 284

Brands Management Multi-Channel Social Media 284

TechSee

JANUARY 27, 2025

Reasoning enables machines to think, learn, and make decisions based on data, experience, and context. In this blog post, I’ll explain what Reasoning is, why it matters in customer service, and how it elevates customer experiences. That’s where AI Reasoning comes into play. What is AI Reasoning?

Interaction 124

Interaction Average Handle Time Multi-Channel Chatbots 124

Omnicus

AUGUST 29, 2022

Poor customer service is costing businesses more than 75 billion dollars a year. Discover exactly what it takes to deliver incredible customer experiences visit after visit, call after call.

Multi-Channel 140

Multi-Channel Poor Customer Service Contact Center System 140

Thematic

FEBRUARY 24, 2025

What if you could anticipate your customers’ needs before they even tell you? That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Let’s go!

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Retently

DECEMBER 10, 2024

From sleek interfaces to powerful analytics, these alternatives are all about helping you listen to and learn from your customers. Use free trials to evaluate the tool and prioritize strong customer support and robust security features. Look for key features like customization, logic branching and real-time analytics.

Multi-Channel 78

Multi-Channel Omni-Channel Analysis Survey 78

InMoment XI

FEBRUARY 16, 2024

Understanding and responding to customer needs is paramount for business success, however, many businesses find themselves grappling with the challenge of harnessing the full spectrum of customer voices. Surprisingly, a staggering 85% of valuable customer data remains untapped, residing in various teams, systems, and silos.

Multi-Channel 195

Multi-Channel Touchpoint Social Media Customer Voice 195

Aveus

NOVEMBER 25, 2019

A couple weeks ago at the Medecision Healthcare Liberation Conference, I attended the Chief Experience Officer roundtable where we had an excellent discussion around how payors are thinking about their digital experience. Prioritize critical moments in that experience that you know will make a difference to your customers.

Omni-Channel 213

Omni-Channel Healthcare Multi-Channel Conference 213

InMoment XI

FEBRUARY 8, 2024

This will improve your business by enhancing operational efficiency, elevating customer satisfaction, and fostering a more agile and responsive customer service environment. The goal is to enhance the customer experience, streamline operations, and achieve cost savings. What is Contact Center Optimization?

Contact Center 195

Contact Center Multi-Channel First Call Resolution Social Media 195

Lumoa

SEPTEMBER 11, 2023

The customer is a mysterious creature. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. For a company to grow, it needs to convert one-off customers into regular patrons. In customer experience, as with any other business endeavor, failure to plan is planning to fail.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Optimove

NOVEMBER 26, 2024

It’s not just about keeping customers engaged—it’s about creating personalized, multi-channel experiences that drive loyalty and revenue. When and How to Transition to Multi-Channel? Many CRM programs, especially post-purchase journeys, often begin with a single channel.

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

Lumoa

SEPTEMBER 11, 2023

The customer is a mysterious creature. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. For a company to grow, it needs to convert one-off customers into regular patrons. In customer experience, as with any other business endeavor, failure to plan is planning to fail.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Calabrio

DECEMBER 8, 2020

Originally deployed primarily by larger or more sophisticated contact centers, analytics quickly emerged as a “must-have” application for modern customer service teams. What’s happened in 2020 has quickly and—in many ways—irreversibly changed the customer service landscape. Look at the term “real-time feed.” That’s where CCaaS 3.0

Data 264

Data Contact Center Multi-Channel System 264

Joe Rawlinson

NOVEMBER 3, 2024

Customer service goes beyond responding to queries or concerns. Improving Data Accuracy for Customer Profiles Traditional manual data entry is often error-prone. This further boosts customer loyalty and encourages repeat purchases. It channels quick data capture into your backend management systems.

Innovation 78

Innovation Customer Service Multi-Channel Loyalty Programs 78