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

AWS Machine Learning

NOVEMBER 15, 2023

In this post, we demonstrate how data aggregated within the AWS CCI Post Call Analytics solution allowed Principal to gain visibility into their contact center interactions, better understand the customer journey, and improve the overall experience between contact channels while also maintaining data integrity and security.

Omni-Channel 117

Omni-Channel Financial Groups Analytics 117

ShepHyken

DECEMBER 4, 2020

If this airline has primarily leisure travelers (i.e. families, vacationers, infrequent travelers) the adoption of this technology will likely be low. This is an example of the “next shiny thing” investment that is not strategic and will have a limited impact on the customer experience of that airline.

Roadmap 113

Roadmap Customer Experience Airlines How To 113

NICE inContact

NOVEMBER 8, 2019

It’s plain and simple, using plain language in customer interactions is good business for your contact center. When you use plain language across the customer journey, you’re offering better customer service. This will improve the self-service experience for customers. You’re lowering call volume.

Contact Center 136

Contact Center Self Service First Call Resolution Case Study 136

SurveySensum

MARCH 5, 2025

Customer Journey Analysis A customers journey isnt limited to just one interaction – it spans across multiple touchpoints. With SurveySensum intelligent call center text analytics you can track and analyze the entire customer journey to identify: Sticking points where customers frequently drop off.

Call Center 52

Call Center Analytics Contact Center Analysis 52

ReviewTrackers

JULY 27, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Banks must adopt a customer journey mindset, healthcare leaders discuss the importance of data, and more. Get Into the Right Mindset.

Customer Journeys 50

Customer Journeys Insurance Hotels Healthcare 50

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Zeisler Consulting

JULY 23, 2024

That takes an awful lot of investigation into your Customers’ insights, identifying the gaps between what you’re telling the world you’re all about and what your Customers are actually getting in the real world. It turns to the CX function in your organization to deliver on that promise.

Touchpoint 72

Touchpoint Travel Brands System 72

C3Centricity

OCTOBER 29, 2017

7-steps to insight development, but information gathering is only step #6! customer #insight Click To Tweet. Whenever you want to develop insight, the first task is to decide on the category you want to study. The third tool we use to better understand our customers deeply, is their journey map.

Customer Centricity 120

Customer Centricity Customers Customer Journeys Groups 120

Kustomer

FEBRUARY 3, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen meets with Elizabeth Dominicci from TriNet to learn the secrets of using data and AI to boost customer engagement. Using Data to get Customer Insights. And really, we’ve tried to interview customers.

Customer Journeys 84

Customer Journeys Data Analytics Interaction 84

CX Journey

DECEMBER 13, 2018

How to Build a CX Team Within the CX Team, the Customer Experience Director (or Customer Insights Director) leads the charge. Hiring without a Customer Insights Team in Place The CX cycle begins and ends with customer insights (the Voice of the Customer program).

Tips 83

Tips Customer Insights Leadership Exercises 83

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

NOVEMBER 22, 2023

Is it the website’s usability, customer journey, or the brand’s overall perception? Are you aiming to boost sales, strengthen customer loyalty, or expand market reach? billion active social media customers. You keep refining your website based on those invaluable customer insights.

Feedback 52

Feedback Customer Insights e-support Social Media 52

Optimove

MAY 18, 2020

In short, we believe Optimove’s positioning signifies that our product is ideal for brands in travel, retail, gaming, financial services and media seeking an integrated solution that optimizes marketing performance by suggesting underexploited segments and campaign improvements.

Marketing 98

Marketing Report Call Center Travel 98

Thematic

MARCH 26, 2025

In particular, customer review analysis helps surface recurring themes and pain points shared in public feedback, giving teams a clearer picture of user sentiment. Without a structured feedback loop, businesses operate in the dark, relying on assumptions rather than real customer insights.

Feedback 62

Feedback Social Media Analysis Survey 62

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Amy: She’s head of Customer Advocacy at MindTouch. She was tapped to look after the customer experience as a whole as company growth accelerated. Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Optimove

MAY 25, 2023

You can develop cross-sell strategies specific to each group by creating targeted customer segments. For instance, you might identify a segment of business professionals who frequently travel and offer them international roaming packages or unique data plans designed for remote work.

Multi-Channel 52

Multi-Channel Strategy Customer Journeys Touchpoint 52

Experience Matters

APRIL 7, 2015

1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. This is because as customers navigate the different channels to solve for a specific query (such as web, mobile, IVR, chat, voice, etc.,) Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

ECXO

MAY 29, 2024

Closer Alignment with Customer Needs: Perhaps one of the most significant benefits is the ability of cross-functional teams to align more closely with customer needs and expectations. This close alignment helps in not only meeting but exceeding customer expectations, fostering loyalty and driving long-term success.

Innovation 156

Innovation Culture e-support Feedback 156

Optimove

MAY 20, 2021

This comes while Optimove is still the only provider with a Leader status on G2 across all four relevant categories – Customer Data Platform, Marketing Automation, Marketing Analytics, and Customer Journey Analytics. In-Depth: Critical Capability Use Cases. Campaign Orchestration. Campaign Execution.

Marketing 52

Marketing Customer Journeys Measurement Analytics 52

Happy or Not

NOVEMBER 13, 2024

This proactive approach allowed them to exceed customer expectations and provided a strong foundation for building customer loyalty. Rocket® stores’ success is a prime example of how effective customer insights can ensure a consistent customer journey and foster customer loyalty.

Examples 36

Examples Customer Service Case Study Hospitality 36

SurveySparrow

SEPTEMBER 18, 2023

When they see that their efforts result in happier customers, it boosts their morale and job satisfaction. Enhancing Brand Reputation Word of mouth travels fast. When you consistently provide excellent customer experiences, your reputation as a customer-centric brand grows. How Can SurveySparrow Enhance Your CX?

Metrics 52

Metrics Net Promoter Score Customer Experience Customer Journeys 52

Forrester's Customer Insights

JULY 30, 2019

Why do hotel web sites fail to support business travellers' customer journeys, in both the digital and physical sense? B2B eCommerce sites should help business shoppers balance price with value, which is a nuanced combination of many factors, not a series of binary choices.

Hotels 42

Hotels Ecommerce B2B Travel 42

Happy or Not

APRIL 1, 2025

By leveraging customer feedback analysis tools, businesses can identify trends, enhance customer satisfaction feedback, and create better customer retention strategies. Using the right customer feedback tool at key touchpoints in the customer journey allows companies to identify customer pain points and take action swiftly.

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36

Totango

JULY 30, 2019

The way you feel as you travel versus when you arrive at your destination is a great metaphor for the distinction between customer experience vs. customer success. Customer experience refers to the feelings, emotions, and perceptions customers have when using your product. The Digitization of Business.

Customer Success 78

Customer Success Customer Experience Lifetime Customer Effort Score 78

Currency Alliance

DECEMBER 17, 2019

Top priorities remain: getting all your customer data in one enterprise CRM. being present at more stages in the customer journey. Little customer passion exists for transactions. incentivize customers to tell you what they care about , so you can talk to them about benefits. >Delight every customer.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

CSM Magazine

APRIL 27, 2022

“Being able to capture customer insight is table stakes. “What’s needed is the ability to empathize with every step of the customer journey to fuel action with insight. It’s time we start focusing more on using data to drive action,” said Mario Ciabara, CEO of Quantum Metric.

Metrics 52

Metrics Telecommunications Ecommerce Contact Center 52

John Paul

OCTOBER 22, 2018

JOHN PAUL, THE PERFECT TRAVEL COMPANION FOR DRIVERS. The John Paul solution allows car manufacturers to create real relationships with their customers and respond to their growing issues around mobility. John Paul is joining the Paris World Motor Show and validating its role in the automotive sector.

Self Service 40

Self Service Automotive Transportation Travel 40

Eptica

MAY 9, 2018

Make it easy for consumers Customers want you to value their time, and make it simple and straightforward. That means continually looking for any problems or hitches in the customer journey and removing any potential roadblocks. You might also be interested in these posts: Data Protection and GDPR within Customer Experience.

Retail 50

Retail Self Service Customer Experience Knowledge Base 50

Currency Alliance

FEBRUARY 26, 2019

Partners: optimize the mix to appeal to a broader array of customers. Emotional loyalty: add incentives along many touchpoints in customer journeys. Frequency is important, but the best buckets would be based on customer lifestyle preferences – which is probably why personalization efforts in loyalty typically remain poor.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

SurveySparrow

JULY 5, 2022

Results in lesser risks: While taking risks is not inherently bad when you invest in experience design, you will be able to minimize the uncertainty as a lot of the suggestions come directly from the customers. The customer insights you gather from your experience design strategy is based on real-world experiments. Prototyping.

Gamification 52

Gamification User Experience Travel Apparel 52

SurveySensum

MAY 2, 2024

From shaping product development to empowering employees, building trust, and boosting loyalty, a well-oiled closed feedback loop is the secret weapon that elevates customer experience to new heights. It’s a dynamic process where customer insights aren’t just collected. But what exactly is a Closed Feedback Loop?

Examples 52

Examples Customer Service Social Media Loyalty 52

Qualtrics

OCTOBER 5, 2021

Be thoughtful about how you place your feedback prompts, ensuring that they make sense in the context of the customer journey. Don’t ask for feedback continuously from users that have already provided some during their journey - feedback fatigue is real. Segment your feedback by audience for more targeted insights .

Tips 26

Tips Customer Experience Travel Banking 26

Kustomer

JULY 29, 2021

As we’re locked down, we don’t get to travel as much anymore, but an ad popped up for flying in deep dish pizza from Chicago last week and I couldn’t resist. So I wanted to touch on a couple of these key pillars that I think supply that advisory concept across the entire customer journey. Gabe Larsen: (02:15).

Omni-Channel 98

Omni-Channel Social Media e-support Self Service 98

Currency Alliance

MAY 9, 2022

So, to demonstrate some progress, many organizations have pursued initiatives that are only cosmetic in nature while not truly taking advantage of what digital transformation enables: namely that customer journeys, partnerships, trading ecosystems, etc. They have total flexibility and control over which information to share.

Loyalty 52

Loyalty Technology Loyalty Programs Multi-Channel 52

Currency Alliance

DECEMBER 1, 2020

In short, the open-loyalty structure could poise its partners to get ahead of fulfillment, by providing them the insights to operate virtual, individual warehouses, each personalized for that loyalty member and ready to go. For example, imagine that you sell travel, insurance, clothing, household goods or food.

Loyalty Programs 52

Loyalty Programs Loyalty Multi-Channel Hotels 52