InMoment XI

DECEMBER 13, 2021

In the latest 2021 Insights Association Top 50 Market Research and Data Analytics report, InMoment ranks in the top 20 established industry reports and market research or market experience (MX) brands, alongside other powerhouse brands such as JD Power, Gartner Research, and Forrester Research Services.

Analytics 370

Analytics Data Marketing Customer Journeys 370

eglobalis

FEBRUARY 24, 2025

AI cannot replace the trust, collaboration and human-led decision-making crucial in B2B customer experiences. AI offers powerful real-time data, but its human strategy that ensures alignment with long-term customer success in B2B ecosystems. B2B customer expectations are always evolving. AI enhances, doesnt replace.

B2B 288

B2B Culture Innovation Loyalty 288

ECXO

MARCH 11, 2025

reducing churn by 15%, improving customer retention by 10% , increasing customer effort score (CES) by 25% ). Step 2: Secure Executive Sponsorship with a Data-Driven Business Case To get C-suite buy-in , CX leaders must speak in business terms showing how CX improvements translate into profitability, revenue, and cost reduction.

B2B 306

B2B Strategy Customer Journeys Net Promoter Score 306

eglobalis

FEBRUARY 3, 2025

Personalization at Scale in B2B AI enables B2B businesses to deliver hyper-personalized experiences by analyzing vast amounts of customer data. Similarly, Salesforce has been using its Einstein AI platform since 2016 to offer personalized recommendations and predictive insights for its B2B clients.

B2B 381

B2B Customer Journeys Customer Experience Chatbots 381

eglobalis

MARCH 13, 2025

Complexity in customer journeys often leads B2B companies to score lower on CX than B2C, highlighting the effort needed to meet diverse needs. Siloed Data and Systems: Customer information in B2B is often fragmented across sales, marketing, account management, and support.

Leadership 232

Leadership B2B B2C Effort Score 232

Thematic

MARCH 2, 2025

This staggering statistic highlights why businesses must prioritize customer insights and invest in analysis tools to understand their audience better. So, what are customer insights? Customer insights are actionable understandings derived from customer data that help businesses improve their strategies.

Customer Insights 62

Customer Insights Analysis Social Media Analytics 62

C3Centricity

JULY 23, 2024

However, the current data-rich environment offers an enormous untapped potential for SMEs. Today’s technically advanced and data-rich environment makes the strategic use of data a crucial element for success. Why the Superior Use of Data Matters 1. Let me explain. This is what I want to cover in this post.

Data 293

Data Customer Centricity Analysis Study 293

ECXO

MARCH 6, 2025

These are opportunities where exceptional experience can strongly influence a customers loyalty and spend. By using data (such as customer feedback scores, churn analysis, and revenue by touchpoint) and customer journey mapping insights, leaders can pinpoint which areas will deliver the greatest impact if improved.

B2B 339

B2B Customer Journeys How To Effort Score 339

Thematic

MARCH 20, 2025

This happens when businesses make decisions without considering customer insights. They need a structured way to understand their customers, anticipate needs, and improve the user experience, so they need a customer insights framework. What is a Customer Insights Framework? Just look at Atom Bank.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

Thematic

MARCH 20, 2025

Imagine running a business where you can predict what your customers want before they even know it themselves. No more guessing games, no more endless spreadsheets—just clear, actionable customer insights that drive results. That’s exactly what customer insights AI is bringing to the table.

Customer Insights 62

Customer Insights Analytics Social Media Analysis 62

ECXO

OCTOBER 27, 2024

By analyzing churn in conjunction with Customer Experience (CX) metrics—such as customer feedback or satisfaction scores—companies can understand the specific reasons why customers are leaving. Customer Success Metrics: Analyzing Impact and Limitations The image was created by DALL·E, and all rights are reserved by ECXO.org.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

Thematic

MARCH 18, 2025

Let’s be real—understanding your customers isn’t easy. They leave feedback all over the place: surveys, reviews, emails, social media, customer service calls… and before you know it, you’re drowning in data. " That’s exactly why customer insights platforms are essential.

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

Alida

MARCH 3, 2022

And a lot of that data could be used by businesses to create better products and provide a better overall customer experience for their audience. In 2020, every person generated 1.7 megabytes per second.

Customer Insights 246

Customer Insights Tips Customers Data 246

CSM Magazine

JANUARY 28, 2025

Gone are the days of relying solely on demographic data and periodic surveystoday’s businesses have access to AI-driven customer insights, a game-changer for growth. By leveraging AI, companies can make decisions rooted in data, improve customer satisfaction, and ultimately grow their revenue.

Customer Insights 52

Customer Insights How To e-support Social Media 52

C3Centricity

FEBRUARY 8, 2025

The three fundamental pillars of sustained success are deep customer insights, meaningful innovation, and inclusive leadership. Deep Customer Insights Power Business Success Insight is the cornerstone of every successful strategy. But what makes this combination so powerful?

Innovation 156

Innovation Leadership Customer Insights Report 156

Alida

JULY 27, 2023

Discover the power of storytelling in maximizing the business impact of customer insights. Learn how to craft compelling research debriefs.

Data 244

Data Customer Insights How To Customers 244

InMoment XI

OCTOBER 19, 2021

I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. In a nutshell, Lexalytics, and Tethr are data analytics platforms focusing on structured and unstructured customer data, as well as solicited and unsolicited feedback.

Analytics 221

Analytics Data Customer Experience Social Media 221

InMoment XI

OCTOBER 26, 2022

The keys lie in your customer data—and how you leverage it. 3 Necessities for Stand-Out, Seamless Customer Experiences in Retail. Integrate Data From Everywhere Into Your CX Platform Increase Experience Awareness Encourage a Culture of Commitment. #1: 1: Integrate Data From Everywhere Into Your CX Platform.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

InMoment XI

OCTOBER 23, 2024

Providing services like fraud detection, secure transaction platforms, and encryption will enable you to secure your customers’ data and transactions. Offer industry-specific solutions and insights. AI-powered feedback analysis can also help your bank capture meaningful insights from customer data to improve CX strategy.

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

DECEMBER 3, 2024

This is where a customer experience maturity model comes into play. What is a Customer Experience Maturity Model? It provides a data-driven approach to identifying areas for improvement across the customer journey. As a result, teams primarily rely on in-house data like contact lists to reach out to customers via email.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

InMoment XI

NOVEMBER 21, 2024

The process helps you build a rich dataset that provides insight into customer behavior. The next step is identifying patterns in this data to help you better understand your customers. Voice of Customer analysis enables you to capture these key insights for customer satisfaction and retention.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

eglobalis

JULY 2, 2024

The main point here is that we are talking about NPS, but no individual metric can supply all needed information; therefore, I called this article “360 Degree Revolution” since all metrics plus data supply your organization with a much better reality check than anything else. Should you kill NPS?

NPS 450

NPS Feedback Net Promoter Score B2C 450

InMoment XI

NOVEMBER 13, 2024

To predict customer churn, you need to know how to model it. A data scientist can achieve this by building a machine learning prediction model trained on a dataset. This dataset includes the target variable you want to predict (customer churn) and features that describe customer profiles. Training is an iterative process.

Customer Retention 195

Customer Retention How To Analysis ROI 195

Calabrio

MARCH 25, 2025

Are you able to understand what your customers are telling you? Can you use these customer insights to improve their experiences and deliver what they really want? If not, thats where the latest AI-driven Voice of the Customer software and tools can help. VoC tools typically perform three primary actions: 1.

Software 130

Software Customer Journeys Tools Contact Center 130

eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. This data aggregation enables businesses to deliver highly targeted and relevant marketing messages.

Customer Experience 425

Customer Experience Social Media Analytics Chatbots 425

ECXO

JULY 10, 2024

A comprehensive approach that integrates multiple feedback sources, including Voice of the Customer (VOC) metrics, data analytics, and AI, is essential for a complete understanding. This approach challenges the retrospective nature of NPS surveys, offering immediate insights that inform strategic decisions and enhance satisfaction.

Metrics 374

Metrics Analysis Feedback NPS 374

InMoment XI

SEPTEMBER 25, 2024

By leveraging complex algorithms, machine learning techniques, and vast amounts of linguistic data, NLP aims to bridge the gap between human communication and computer understanding, transforming how we interact with technology in our daily lives. This accelerates data analysis, allowing us to concentrate on more important tasks.

Data 195

Data Social Media Net Promoter Score Analysis 195

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Strategy 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

Gainsight

FEBRUARY 21, 2025

Getting Critical Customer Data to Everyone Who Needs It Teams are managing more customers, with higher expectations (internally or externally), and tighter budgetsyet no extra hands to keep up. Immediate access to a 360 view of customer data. Immediate access to a 360 view of customer data.

Customer Insights 59

Customer Insights Trends Sales Leadership 59

Lumoa

JUNE 23, 2021

Collecting qualitative data is necessary when improving customer experience, and customer service, or when you want to maximize sales, and business growth. While numbers and ratings from research are easy to analyze, businesses require insightful qualitative data to have a complete picture of their customers.

Data 195

Data Survey Feedback NPS 195

ECXO

FEBRUARY 3, 2025

Proactive Sales: Anticipating and Acting Ahead On the other hand, a proactive sales process revolves around anticipating customer needs and addressing them before the customer has to ask. Personalized outreach: Instead of generic communication, sales reps provide tailored solutions that feel relevant to the customer.

Sales 247

Sales Customer Experience e-support Examples 247

Thematic

NOVEMBER 17, 2024

This kind of hypergrowth, while exciting, brings its own set of challenges, and one of the biggest was getting customer insights from feedback. As the pandemic accelerated our growth, we suddenly had a flood of feedback coming in from our rapidly expanding customer base. At first, it felt manageable. That was huge for us.

Data 62

Data Feedback Analysis Trends 62

SurveySensum

JANUARY 27, 2025

Every unclear word, every ambiguous phrase gets chipped away at the accuracy of your data. Worse, it skews the insights youre banking on to make decisions. This isnt just about gathering responsesits about gathering the right responses, in the language that best represents the customers voice. The solution? Multilingual surveys.

Survey 52

Survey Customer Insights Customers Examples 52

InMoment XI

JANUARY 12, 2023

First, if you haven’t already, expand the data sources that you use to understand what your customers are saying and how they perceive you. Many of the brands I’ve worked with for a long time are slowly coming to the realization that they cannot stick solely to surveys or another singular data source to get customer insights and input.

Social Media 397

Social Media Tips Customers Customer Retention 397

InMoment XI

OCTOBER 4, 2023

We think of integrated CX as the process of creating an omnichannel customer experience through three key steps: capturing integrated signals, creating integrated insights, and taking integrated actions. Shifting to why will drive your team to delve deeper into customer feedback. and thoughtfully help them think differently.

Customer Experience 418

Customer Experience Net Promoter Score How To Effort Score 418

InMoment XI

NOVEMBER 26, 2024

Step 8: Track Customer Journeys Once your map is complete, tracking real customer journeys is essential to see how they align with your assumptions. Use analytics tools, customer feedback, and data from CRM systems to monitor how customers interact with your brand across touchpoints.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

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. And it doesnt stop there.

Call Center 195

Call Center Contact Center Effort Score Social Media 195