Lumoa

FEBRUARY 9, 2023

Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. We’re moving towards a personalized omnichannel experience in B2B customer journeys. B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Alida

DECEMBER 7, 2018

The retail industry is only set to become more competitive. Yet, most companies are still failing to meet customer expectations and become more customer-centric. According to Accenture , this is because there is a growing disconnect between what customers need and what retailers are providing. View Infographic.

Customer Centricity 201

Customer Centricity Infographics Retail Multi-Channel 201

SuiteCX

JANUARY 19, 2015

It was hard to boil these down to just 10, but we think these are the most important insights to emerge from over 100 client engagements. 10 Key Insights from 15 Years of Customer Journey Mapping Case Studies January, 2015.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

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

Lumoa

MARCH 20, 2018

Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. We’re moving towards personalized omnichannel experience in B2B customer journeys. b2c customer experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Interactions

APRIL 2, 2025

For retailers, there are certain table-stakes expectations when it comes to Intelligent Virtual Assistants (IVAs). An acceptable retail IVA should be able to look up orders, check shipping status, and provide information about store locations. 81% of customers prefer companies that offer a personalized experience.

Retail 62

Retail Self Service Average Handle Time Contact Center 62

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. Take Instacart.

Customer Insights 62

Customer Insights Data Analytics How To 62

eglobalis

MARCH 30, 2025

This article examines in detail how businesses in both B2B and B2C contexts are leveraging AI, sentiment analysis, voice-of-customer (VoC) platforms, predictive analytics, and streaming data to capture customer insights in the moment. With predictive insights, businesses can personalize the customer journey dynamically.

Survey 312

Survey Banking NPS Effort Score 312

InMoment XI

JANUARY 27, 2025

After all, an effective call center plays a pivotal role in identifying root causes to eliminate recurring issues, finding ways to redirect calls to more cost-effective channels when possible, and ultimately working to help create a customer experience that doesnt result in a call center interaction at all.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

Thematic

FEBRUARY 12, 2019

Customer journey mapping is a great way to truly visualize your customer experience so that you can help drive positive change within your organization. What is a customer journey map? Let’s firstly define what a customer journey is. What is customer journey mapping?

Customer Journeys 59

Customer Journeys Survey Tips Touchpoint 59

Experience Investigators by 360Connext

JULY 28, 2020

Are there personas and/or customer segments? How are we measuring customer experience? How often are we gathering customer feedback? Are there customer journey maps, empathy maps, stakeholder maps, etc? How are we prioritizing customer experience improvement initiatives?

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

InMoment XI

SEPTEMBER 19, 2024

End-to-end customer experience refers to all the different experiences a customer has with your organization, and how they feel about those experiences as a whole. For example, in the context of retail customer experience , suppose a customer had a smooth checkout experience, but then experienced a shipping problem.

Customer Journeys 195

Customer Journeys Customer Experience Social Media Banking 195

Optimove

NOVEMBER 28, 2024

For retailers, it’s a chance to tie game-day excitement to exclusive deals, boosting sales and fostering customer loyalty. This unique convergence offers a golden opportunity for retailers and sports betting operators to capitalize on consumer excitement—if they’re equipped with the right tools.

Sports 59

Sports Retail Multi-Channel Effort Score 59

Optimove

FEBRUARY 18, 2025

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: This blog post explores why retail data analytics is crucial for brands, how it transforms the industry, and the benefits it offers retailers. Why is Data Analytics Essential in Retail?

Retail 52

Retail Analytics Data eBook 52

ShepHyken

MARCH 29, 2019

This week we feature an article by Alexandr Galkin who writes about how retail management should focus on direct communication and/or a balanced pricing strategy and allow AI to manage price optimization. Customer experience comes first. The pricing process is a crucial element in building a successful shopping journey.

Retail 109

Retail Customer Experience How To Ecommerce 109

InMoment XI

NOVEMBER 20, 2023

The Benefits of AI Customer Experience The integration of Artificial Intelligence (AI) in Customer Experience (CX) strategies brings forth a multitude of advantages for businesses and their customers. Enhanced Customer Insights AI-driven CX analysis enables businesses to gain a profound understanding of their customers.

Customer Experience 243

Customer Experience Strategy Chatbots e-support 243

ijgolding

MARCH 20, 2018

We’re a small company specialised in customer insights, CX consulting and training/change management. We work with organisations large and small to help them be more customer-centric. The challenge and the desire to make a difference in creating a customer-oriented culture. Customer Journey Mapping is underutilized.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

InMoment XI

NOVEMBER 13, 2024

Pulling unstructured data from different sources helps you build a comprehensive dataset covering every touchpoint in the customer journey. For example, different sources may record customer names in different formats. It provides stronger customer insights.

Customer Retention 195

Customer Retention How To Analysis ROI 195

Lumoa

MARCH 20, 2018

Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. We’re moving towards personalized omnichannel experience in B2B customer journeys. b2c customer experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Lumoa

JUNE 9, 2020

Just as with customer experience in every other business segment, eCommerce customer experience is growing increasingly important in our current economic climate. The pandemic has really spiked up the eCommerce market since many brick-and-mortar retails have been forced to take their business online. Triangulate data accuracy.

Ecommerce 195

Ecommerce Customer Experience Customer Journeys Feedback 195

Alida

JULY 11, 2018

In a panel session moderated by our very own Karen Eisen, experts from Canadian Tire, Jamieson Laboratories, CIBC and Flipp shared how they are using customer insight to improve the customer experience. Canadian Tire: Use insight to meet the needs of different customers. It was also a great night of learning.

Industry 141

Industry Brands Banking ROI 141

InMoment XI

OCTOBER 29, 2024

To see how you could maximize your business revenue and ROI with InMoment’s voice of the customer (VoC) tools, fill out the ROI calculator below! So, if a competitor somehow offers an even smoother customer journey , they can be swayed even if it means they’ll have to spend more. Pricing isn’t a huge concern for them.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

Retently

NOVEMBER 29, 2024

Combine rating, multiple-choice, yes/no, and open-ended questions to capture both quantitative and qualitative insights. This blend provides a well-rounded view of customer sentiments and highlights specific areas for improvement. Each stage of the customer journey requires targeted questions that align with the interaction.

Survey 120

Survey Ecommerce Feedback Interaction 120

Retently

AUGUST 15, 2024

That’s what Customer Satisfaction Score (CSAT) is all about. In this article, we’ll dive into the best CSAT tools available for ecommerce and retail businesses. Whether you’re a small online store or a large retail chain, finding the right CSAT platform can be a game-changer. Let’s get started!

Ecommerce 106

Ecommerce Retail Software Brands 106

Thematic

FEBRUARY 24, 2025

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. Companies that actively apply customer insights boost retention, loyalty, and competitive advantage.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

CSM Magazine

DECEMBER 5, 2024

Customer insights can directly reach the highest levels of leadership. The CX team and marketing often share goals such as customer engagement, retention, and loyalty. Pros : Creates alignment between customer experience and branding efforts. Enhances the ability to use customer insights to create targeted campaigns.

Report 52

Report e-support Leadership Touchpoint 52

Alida

MARCH 30, 2017

Price Chopper Supermarkets, an American grocery chain with 136 stores, has one answer: customer insight. At a recent Vision Critical webinar, Sam Trimboli, consumer insights specialist at Price Chopper, joined us to discuss how customer insight is helping the company thrive in the increasingly fragmented grocery industry.

Customer Insights 100

Customer Insights Industry Innovation Sales 100

Lumoa

NOVEMBER 7, 2022

7 Customer Experience Trends to Know in 2023 Here are seven trends that will keep your customer experience strategy on top. #1 1 Customer insights are a company-wide resource Even just a few years ago, customer insights or feedback were collected and owned solely by the CX or marketing team.

Trends 195

Trends Customer Experience Competitive Advantage Feedback 195

Customer Bliss

JANUARY 12, 2018

Christine says: Understand the importance of customer journeys from end to end, not just looking at it from a business perspective. Put the time and resources into properly mapping the journey out. Understand the importance of customer journeys from end to end, not just looking at it from a business perspective.

Chief Customer Officer 165

Chief Customer Officer System Customer Experience Ecommerce 165

InMoment XI

SEPTEMBER 5, 2024

They might be introduced through blogs or site reviews, then shop on the company’s website, stop by at a brick-and-mortar retail location, and later on, get in touch with the customer service department. When you understand what time is heading the Voice of the Customer program, they can facilitate collaboration across the business.

Effort Score 195

Effort Score Net Promoter Score Customer Journeys Metrics 195

SurveySparrow

JULY 6, 2023

Well, welcome to the realm of retail customer experience, where dreams come true. So, what exactly does “retail customer experience” mean? In simple terms, it refers to the sum of interactions and impressions a customer has while engaging with a retail brand. Sounds like a dream, right?

Retail 52

Retail Customer Experience Customer Journeys Effort Score 52

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations. Why does this matter so much?

Retail 78

Retail Engagement Strategy Customer Experience 78

rethinkCX

FEBRUARY 24, 2025

A startup might need 20 extra agents for a product launch; a retailer might need 200 for Black Friday. Their customers got fluent German support without the Frankfurt price tag. retailer used Bogot to handle a bilingual surgeEnglish and Spanish queries spiked 40% post-expansion. That retail client we mentioned?

Call Center 52

Call Center Strategy e-support Customer Journeys 52

NICE inContact

MARCH 29, 2018

For Young Energy, a family-owned retail electric provider in Forth Worth, Texas, serving its 25,000 customers had become increasingly difficult. Most importantly, Young Energy now understands its customers’ perceptions and experiences through CXone Echo survey results and uses those insights to enhance the customer journey.

Average Handle Time 120

Average Handle Time Contact Center Gamification Retail 120

Alida

APRIL 27, 2018

“In order to be effective at innovation, you need to be successful in customer insight,” said Chris Jackson, general manager of customer experience at Transurban. While not always easy, ground your innovation processes in customer insight is critical, said Jackson. Make the influence of insights a KPI.

Chief Customer Officer 133

Chief Customer Officer Customer Experience Leadership Innovation 133

Thematic

OCTOBER 30, 2024

VoC analysis streamlines this process by providing real-time feedback from customers. By leveraging customer insights, businesses can make informed decisions quickly, saving time and resources while reducing the risk of launching products that do not meet market needs.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

InMoment XI

MARCH 24, 2025

The short version is yes, customer surveys should be tailored to location. This is true for most multi-location businesses and certainly all businesses with consumer-facing units, like restaurant and retail chains. See what InMoment can do for your brand: Schedule a demo

Survey 195

Survey Culture Feedback Customer Satisfaction 195