Thematic

APRIL 21, 2025

Understanding your B2B customer insights means learning what makes your business clients tick—their needs, behaviors, pain points, and goals—through data. That said, with B2B customer insights, stakes are higher, and relationships more complex.

62

62

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

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

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 460

Strategy Customer Experience Net Promoter Score Customer Centricity 460

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

InMoment XI

OCTOBER 19, 2021

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals.

Analytics 221

Analytics Data Customer Experience Social Media 221

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. Table of Contents What is the Voice of the Customer (VoC)?

Software 130

Software Customer Journeys Tools Contact Center 130

ECXO

JULY 29, 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 380

Strategy Customer Experience Net Promoter Score Effort Score 380

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

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. .” Share data and results of the customer experience analytics in an easy-to-use tool. Compelling Brand Values: Brand promises drive how the organization treats customers.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? Then, h ow do you use VOC data to drive change in your organization?

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

InMoment XI

SEPTEMBER 25, 2024

This technology supports a wide array of applications, from voice-activated assistants and chatbots to sophisticated text analysis tools and language translation services. One of the most beneficial aspects of this interaction is how NLP can rapidly process and analyze vast amounts of data, far quicker than a person could.

Data 195

Data Social Media Net Promoter Score Analysis 195

CX Journey

MAY 2, 2017

Image courtesy of ARMLE Are you taking action on your customer data? I like to write about taking action and actionable insights because there's a serious lack of action when it comes to customer feedback. Ensure that you have multiple streams/types of data for more-robust analysis. Not all data is good data.

Data 118

Data Effort Score Infographics Voice of Customer 118

ClearAction

DECEMBER 28, 2016

How to Drive Voice of Customer Insights Company-wide: 3 Steps Lynn Hunsaker. Who needs to hear customer feedback? Just your customer-facing staff? Why: satisfied customers make payroll possible — and everyone’s decisions, attitudes, and handoffs have a ripple effect on customer experience excellence.

Voice of Customer 59

Voice of Customer Customer Insights Company How To 59

Calabrio

MARCH 5, 2025

However, VoC is also a set of established approaches, tools, and strategies used to capture and analyze customer datain other words, for making use of what your customer have to say to foster brand loyalty and enhance overall customer experience (CX).

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

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.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Alida

OCTOBER 17, 2019

It’s hard not to notice what’s going on in the world of data privacy these days.

Brands 167

Brands Data Consumers Customer Experience 167

Thematic

SEPTEMBER 24, 2024

Each interaction with your brand leaves behind valuable insights. That’s where Voice of Customer (VoC) Analytics steps in. Analyzing your customer feedback gives you actionable, targeted insights that help you fine-tune strategies, enhance customer experiences, and fuel real growth.

Voice of Customer 62

Voice of Customer Analytics Tools Strategy 62

Thematic

SEPTEMBER 19, 2024

Businesses need to understand what their customers really think, and the best way to do this is a Voice of Customer (VoC) program. Most businesses begin by sending out surveys and collating customer feedback which they can distill into actionable insights using analytics tools. How Do Voice of Customer Tools Work?

Voice of Customer 62

Voice of Customer Tools Social Media Analysis 62

Lumoa

FEBRUARY 6, 2018

To overcome these challenges: treat customer experience excellence as a context for every job role company-wide, foster true outside-in perspectives: not how can more customers recommend us, but how can we be flexible toward empowering our primary customer segment’s priorities?

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Thematic

OCTOBER 7, 2024

By actively listening and strategically acting on customer insights, you can transform feedback into powerful business growth. Skip straight to the 8 steps to build a Voice of Customer strategy. What is a Voice of Customer Strategy? What are the key components of a Voice of Customer Strategy?

Voice of Customer 62

Voice of Customer Strategy Social Media Handbook 62

Lumoa

SEPTEMBER 8, 2021

While useful, these activities not only miss a tonne of valuable detail, but they are also no longer enough to keep up with increasingly fast release cycles and changing customer sentiment. Help your organization amaze and delight your customers by strengthening these skills. 6 Customer Experience Skills That You Should Know About 1.

Customer Experience Management 195

Customer Experience Management CEM Customer Experience Management 195

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. Share data and results of the customer experience analytics in an easy to use tool. Compelling Brand Values: Brand promises drive how the organization treats customers. Do you see what drives customer satisfaction?

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

GetFeedback

MAY 9, 2019

What this actually looks like will vary by company, but the goal of CXM is always to increase customer satisfaction, loyalty, and brand advocacy while cutting costs. What are the customer experience maturity levels? At this level, you’re also working on developing a customer experience strategy.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

ClearAction

FEBRUARY 27, 2017

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. What’s broken?

Voice of Customer 71

Voice of Customer Effort Score ROI Return on Investment 71

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

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of Customer Maturity Today 2. So, what does it mean? Outline: 1.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

Customer Bliss

JUNE 6, 2018

Before joining Hertz, Eric spent time conducting traditional market research work and realized he had a passion for customers and how we treat them. He also built an NPS program at Avis Budget Group when he was the VP of Customer Insights & Experience. Click To Tweet. About Eric Smuda.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

InMoment XI

SEPTEMBER 5, 2024

This can help you deliver improved experiences, offer better products and services, and create more value for customers. Why Voice of the Customer Is Important Voice of the Customer data is important for several reasons in business and product development. Comprehend customer desires, needs, and criticisms.

Effort Score 195

Effort Score Net Promoter Score Customer Journeys Metrics 195

CX Journey

OCTOBER 14, 2014

In today''s post, I share the second Hangout, with content equally as insightful as the first. Panelists for this Hangout included Erich Dietz (VP of Business Development, InMoment), Tabitha Dunn (Group Director, Customer Insights, Citrix), and Lynn Hunsaker (Head of Customer Experience Optimization, ClearAction).

Metrics 177

Metrics Customer Experience Voice of Customer Measurement 177

Calabrio

MARCH 22, 2025

Managing Customers: While much of call center management deals directly with the organizations operations, these activities ultimately tie back to one thing: the customer experience, or CX. The ability to deliver personalized and seamless customer experiences is paramount. But first, you have to capture that activity.

Contact Center 130

Contact Center Management Strategy Call Center 130

Totango

JUNE 1, 2021

Being able to use your customer success data will enable you to better connect with your customers. It all starts with knowing how to gather customer insights and properly leverage that data. Understanding Customer Success Data. Voice of Customer: Survey responses and satisfaction scores.

Customer Insights 71

Customer Insights Software How To Touchpoint 71

InMoment XI

MARCH 7, 2023

Marina is a people-focused, data-informed professional with a passion for customer-centric marketing. When it came to pitching and embedding an insights-to-action VoC program, the whole team worked together to implement an experience improvement program that would eventually support 1 million+ New Zealanders!

Customer Journeys 195

Customer Journeys Engagement Customer Centricity Metrics 195

Beyond Philosophy

MAY 7, 2022

Customer Science is a vital part of any organization’s future success with their customer experience. The combination of AI, behavioral sciences, and data is a powerful way to gain insight into your customers behavior so you can provide a proactive and perfect experience for them.

Customer Insights 78

Customer Insights Voice of Customer Insurance Contact Center 78

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Beyond Philosophy

MAY 12, 2022

One of the crucial ways that the science is more powerful is the quality of the customer data you feed into the process. So, the question becomes, how complete is the data you would feed into the scientific process? I came to this realization in a discussion I had recently with a voice of customer expert.

Customer Insights 78

Customer Insights Contact Center Voice of Customer Analysis 78

Totango

JUNE 25, 2019

The reality of the unique relationship you share with your customers is captured in the raw numbers your CS software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. Voice of Customer: Survey responses and satisfaction scores.

Customer Insights 69

Customer Insights Software How To Touchpoint 69