Calabrio

MARCH 25, 2025

Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. Table of Contents What is the Voice of the Customer (VoC)?

Software 130

Software Customer Journeys Tools Contact Center 130

InMoment XI

OCTOBER 29, 2024

Loyal customers help your business by: Purchasing your product or service repeatedly Recommending your brand to friends and family Boosting your engagement by interacting with you online Providing thoughtful customer feedback to help you improve The Importance of Customer Loyalty Customer loyalty is crucial to business growth and sustainability.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

InMoment XI

OCTOBER 23, 2024

Customers who have a great experience with your bank are more likely to recommend it to others. The positive online reviews you receive as a result of your CX strategy will be beneficial to your financial services reputation management efforts. How to Improve Customer Experience in Banking? Start by capturing customer insights.

Banking 195

Banking Customer Experience Effort Score Financial 195

eglobalis

JUNE 27, 2024

Firms like Segment, Oracle, SAS, Tealium, and Treasure Data use CDPs to enable real-time analysis and personalized customer interactions. Feedback and complaint management tools are essential for promptly addressing customer issues. Customer surveys remain fundamental for gathering direct feedback.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

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. However, its relevance diminishes with delayed insights.

NPS 453

NPS Feedback Net Promoter Score B2C 453

InMoment XI

DECEMBER 10, 2024

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? With the right strategies and tools, you can prevent customers from taking their business elsewhere.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

JANUARY 27, 2025

Part of that is just the nature of the business, with primary use cases revolving around KPIs weighed down by negative connotationsmetrics like problem resolution rates, customer effort scores, and churn. An important note: its not about pushing products but understanding the customers needs and intentions.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

Thematic

MARCH 20, 2025

Or spending months refining a service only to see your customer satisfaction scores plummet. This happens when businesses make decisions without considering customer insights. This guide walks through the step-by-step process of building one, ensuring you gain valuable insights and make data-driven decisions.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

ECXO

JULY 29, 2024

Firms like BlueConic, Adobe, RedPoint Global, and Exponea use CDPs to enable real-time analysis and personalized customer interactions. Feedback and Complaint Management Tools : Essential for promptly addressing customer issues. Customer Surveys : Fundamental for gathering direct feedback.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

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.

Customer Insights 62

Customer Insights Data Analytics How To 62

Lumoa

FEBRUARY 9, 2023

Share data and results of the customer experience analytics in an easy-to-use tool. Involve all the employees in the transformation: motivate the employees of the company to deliver a great customer experience. 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

eglobalis

SEPTEMBER 16, 2024

C-suite executives should lead this effort, ensuring the organization understands the complexity of the customer journey and invests in advanced analytics tools to segment and map these touch-points. At the local level , mapping the customer journey requires gathering insights directly from local teams.

B2B 375

B2B Strategy Customer Experience Customer Journeys 375

Thematic

APRIL 1, 2025

Improving your customer experience starts with a strong customer insights strategy. In simple terms, this strategy is your game plan for collecting and leveraging customer insights to drive better decisions. Defining Clear Objectives for Your Customer Insights Strategy Every great strategy begins with a clear goal.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

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. Don’t get me wrong, metrics matter, but solely focusing on score management can lead to program stagnation.

Customer Experience 418

Customer Experience Net Promoter Score How To Effort Score 418

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

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. They are a great tool in our toolbox, but they are only one tool, not THE tool. It’s an amazing source of customer feedback. customer effort).

Analytics 370

Analytics Data Customer Experience Social Media 370

InMoment XI

NOVEMBER 26, 2024

Increased Resource Allocation Customer journey maps can help you identify problems and present a strong business case for customer experience improvement. 71% of organizations say customer journey mapping has successfully persuaded management to invest in CX efforts and fix existing customer problems.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Retently

MARCH 11, 2025

They act as a bridge between the customer and teams working with product, marketing, logistics, and support to ensure customer insights lead to tangible fixes. Customer Support Teams Ensuring issues are resolved quickly and with a personal touch. NPS (Net Promoter Score) : Would you recommend us?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

InMoment XI

NOVEMBER 13, 2024

Proactively monitoring customer health can help businesses cut churn by over 34% for at-risk clients. Churn prediction helps you tailor your marketing efforts to re-engage customers at risk of leaving. For example, you can send gift cards to at-risk customers after their next purchase. It enhances customer satisfaction.

Customer Retention 195

Customer Retention How To Analysis ROI 195

Calabrio

MARCH 22, 2025

Ultimately, they must all be working in concert with each other, united by clear planning and goal-setting, effective measurement and reporting, and holistic optimization efforts that drive continuousand comprehensivecontact center improvement strategies. They may focus on one particular area or team within the operation.

Contact Center 130

Contact Center Management Strategy Call Center 130

GetFeedback

MAY 23, 2019

A Voice of the Customer program focuses on gathering and analyzing customer insights so you can identify trends regarding your customers’ needs, wants, and expectations. In essence, VoC gives your customers a voice within your organization. . CSAT vs. NPS: an overview . Creating positive outcomes.

NPS 308

NPS Net Promoter Score Effort Score CEM 308

Retently

MARCH 17, 2025

Key Metrics to Include: Retention & Churn Trends : Are customers staying longer or leaving faster than in previous quarters? Customer Complaint Patterns : Which issues have been escalating or improving over time? Impact of CX Initiatives : Are new self-service tools, AI chatbots, or policy changes reducing ticket volume?

Report 90

Report How To Effort Score NPS 90

Experience Investigators by 360Connext

JULY 6, 2021

How Can We Prioritize CX efforts? Ultimately, your CX team is there to help with overall governance and prioritization for your CX efforts. Project charters have become a common tool in project management, and the CX charter serves a similar purpose. Ideally, these have been defined in a customer experience success statement.

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

GetFeedback

MAY 24, 2019

Net Promoter Score (NPS) is one of the most popular metrics being used in business today. Numerous studies have found a strong relationship between high Net Promoter Scores and revenue. Many NPS critics purport that the score isn’t useful. When done right, it’s an extremely valuable source of customer insight.

Net Promoter Score 236

Net Promoter Score NPS Effort Score Metrics 236

Calabrio

MARCH 5, 2025

Workforce Management 9 Top Voice of the Customer Best Practices for 2025 Share Top 9 Voice of the Customer Best Practices for 2025 What is the Voice of the Customer (VoC)? On its face, Voice of the Customer (VoC) refers to just what it sounds like: what your customers have to say.

Contact Center 100

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

Calabrio

MARCH 4, 2025

Conversation intelligence gathers and interprets customer interactions across various communication channels. Its worth taking a moment, though, to explore the third function above in particular, around how AI analyzes customer intentor whats behind a customers feedback or expression of an unmet need.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

GetFeedback

MAY 9, 2019

At this level, you’re also working on developing a customer experience strategy. Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Stage 5 — Align: Being customer-centric is the norm in your company at this stage.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

InMoment XI

MARCH 20, 2024

Their three key priorities—ensuring excellent customer outcomes, empowering colleagues to create fan-worthy experiences, and driving innovation through programmes like ‘Magic Makers’—underscored the bank’s commitment to exceptional customer experiences. Their contact centre and store surveys have also tripled response rates!

Customer Centricity 195

Customer Centricity Net Promoter Score Banking Effort Score 195

Lumoa

FEBRUARY 28, 2023

The most common method companies use to collect feedback at scale are surveys, including: Customer Satisfaction surveys ( CSAT ) Net Promoter Score surveys ( NPS ) Customer Effort Score surveys ( CES ) Deploying surveys is a foundational part of gathering customer feedback. It helps you prioritize.

Feedback 195

Feedback Strategy Net Promoter Score Effort Score 195

Retently

AUGUST 13, 2024

Yet, to really understand what makes them tick, businesses turn to customer satisfaction metrics – handy tools that capture how customers feel and what you can do to make their experience even better. Combining customer satisfaction metrics can give you a well-rounded understanding of customer experience.

Customer Insights 108

Customer Insights Customer Experience Effort Score NPS 108

Thematic

MARCH 30, 2025

In doing so, Atlassian was able to derive actionable customer insights faster and more accurately. Besides, when all your feedback is in one place, your product teams, customer experience analysts, and support staff can all work from the same source of truth. A useful tool for prioritization is the impact vs. effort matrix.

Feedback 62

Feedback Effort Score Analysis Customer Centricity 62

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. They are a great tool in our toolbox, but they are only one tool, not THE tool. It’s an amazing source of customer feedback. customer effort).

Analytics 221

Analytics Data Customer Experience Social Media 221

Lumoa

MARCH 20, 2018

Although customer churn might be calculated in different ways, generally the practice is to count the total amount of lost customers, percentage of lost customers or lost business value within specific time range. The optimal way to reduce customer churn is to improve customer experience. Image by Retently.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Lumoa

JANUARY 19, 2023

Service Blueprint provides an organized visual representation of the customer journey, showing all the touchpoints between a customer and a company’s services in an easy to understand format. It’s an effective tool for uncovering potential pain points and identifying opportunities for improvement.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

GetFeedback

APRIL 19, 2018

Knowledge base surveys are a great tool for measuring content effectiveness. Survey Tip #5: Measure Customer Effort Score. When customers are having issues with your product, they’re going to want a quick and easy fix. This is where measuring customer effort score can help.

Tips 170

Tips Survey Engagement Effort Score 170

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

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business?

NPS 195

NPS Effort Score Customer Centricity Loyalty 195