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

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

Thematic

MARCH 2, 2025

That’s the reality today—over half of consumers will switch to a competitor after just one negative interaction. 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 62

Customer Insights Analysis Social Media Analytics 62

Thematic

MARCH 18, 2025

." That’s exactly why customer insights platforms are essential. That way, you can easily understand what customers truly want. In this guide, you’ll get a peek into some of the best customer insights platforms and their features. What is a Customer Insights Platform?

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

AWS Machine Learning

NOVEMBER 15, 2023

They are processing data across channels, including recorded contact center interactions, emails, chat and other digital channels. Each year, Principal handles millions of calls and digital interactions. Principal worked with AWS technical teams to modify the Step Functions workflow within PCA to further achieve their goals.

Omni-Channel 118

Omni-Channel Financial Groups Analytics 118

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.

Software 130

Software Customer Journeys Tools Contact Center 130

InMoment XI

NOVEMBER 21, 2024

Get more details about the future of Voice of the Customer analysis and other key insights in our 2025 Consumer Trends Report. 2025 Consumer Trends Report The One Report You Don't Want to MIss: The way customers interact with brands is evolving faster than ever. Make your surveys short and simple to prevent fatigue.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

Lumoa

FEBRUARY 9, 2023

Artificial Intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. Both groups of technologies can be utilized to make analytics more actionable.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Lumoa

FEBRUARY 7, 2023

This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format. In This Article: What is the Voice of the Customer (VoC)? Why you should care about the Voice of the Customer? Why you should care about the Voice of the Customer?

Analysis 396

Analysis Data How To Customer Centricity 396

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 375

B2B Strategy Customer Experience Customer Journeys 375

ijgolding

APRIL 9, 2020

A well applied CRM centralises all the data related to prospects and customers onto a single platform, enabling companies to record, track and act on customer interactions. Now, imagine a tool that could help you capture information and data on your customers by monitoring their customer journeys within your organisation.

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

Comm100

DECEMBER 16, 2024

Understanding Customer Service Automation Customer service automation is the use of technology to simplify and improve how businesses assist their customers. Customers can self-serve effectively, reducing the need for human interaction while ensuring instant clarity and consistency across inquiries.

Customer Service 130

Customer Service Self Service Chatbots Omni-Channel 130

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

GetFeedback

MAY 9, 2019

What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience? Why is customer experience important? The short answer: Customer experience determines whether your organization succeeds or fails. This one’s easy.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

eglobalis

SEPTEMBER 11, 2024

How Employees Impact the Ability of Your Company to Deliver a Better and Really Innovative Customer Experience All images are designed by DALL-E, with all rights reserved to ECXO.org. Employees are central to the success of innovative strategies, as they directly interact with customers, identify pain points, and generate creative solutions.

Innovation 444

Innovation e-support Culture Customer Centricity 444

Retently

JANUARY 13, 2025

So, if youre ready to transform your customer journey from frustrating to frictionless, lets dive into the CES tools that can make it happen. Trust us your customers (and your bottom line) will thank you! Key Takeaways CES is a critical metric for understanding how easy or difficult it is for customers to interact with your business.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

Retently

NOVEMBER 29, 2024

Think about it: from the moment you meet, every glance, every word, and every interaction paints a picture. Just like meeting someone new, customers form snap judgments – sometimes in just a few seconds – about your business. This blend provides a well-rounded view of customer sentiments and highlights specific areas for improvement.

Survey 120

Survey Ecommerce Feedback e-support 120

Alida

AUGUST 12, 2016

A diverse group. Other streaming services like Pandora, Amazon Prime and Hulu are also popular among this group. Excessive formality is hazardous to your business because it clashes with the personal style of your customers, Millennials in particular, making your brand appear out of touch or even condescending.”.

Customer Insights 100

Customer Insights Engagement Marketing Social Media 100

GetFeedback

JULY 19, 2019

We can agree there are more customer interactions than ever before, and some of that is our own fault. With advances in and the rapid adoption of technology, we’re able to interact with customers in different ways and places all along the customer journey. To become a customer-centric organization, Stop No.

ROI 309

ROI How To Touchpoint Hotels 309

Alida

DECEMBER 9, 2016

At its core, a customer journey map tells the story of a customer’s experience. It begins at initial contact, develops with engagement and forms a long-term relationship between a brand and its customers. Customer journey mapping should always start with an understanding of who your customers are.

Customer Journeys 224

Customer Journeys How To Touchpoint Social Media 224

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. They optimize every step of the customer journey reducing friction at checkout, improving post-purchase experiences, and ensuring seamless interactions across channels.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Calabrio

MARCH 5, 2025

When combined, these procedures operationalize a voice of the customer programa systematic process of collecting and interpreting customer insights, including sentiments, expectations, and preferences related to interactions with a company.

Contact Center 100

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

Lumoa

MAY 21, 2018

Marketing Marketing, which often substitutes or fulfils the role of Customer Experience management, must tailor the customer communications to align with customer segments. In many organizations, marketing has an overall responsibility for the customer experience improvement initiatives and customer insights.

Customer Experience 305

Customer Experience Customer Centricity Net Promoter Score Customers 305

Comm100

DECEMBER 19, 2017

Customers are smarter than before, and most of them already know your products and services intimately, based on online research or referrals, before making a purchase. These enlightened customers demand a certain quality of interaction and service from your company. Understand Customer and Market Perceptions.

Strategy 390

Strategy Customer Experience How To Customer Journeys 390

Experience Investigators by 360Connext

FEBRUARY 20, 2024

Amidst the burgeoning landscape of AI tools and the concerns they bring , it’s crucial for customer experience leaders to grasp the trajectory of these advancements, even as the full extent of their implications remains to be seen. Generative AI can also deliver recommended messaging based on these predictive customer insights.

Analysis 270

Analysis Analytics Customer Relationship Management Feedback 270

Lumoa

MARCH 20, 2018

artificial intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Accenture , 85% of customer interactions will be managed with AI by 2020. Both groups of technologies can be utilized to make analytics more actionable.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Experience Matters

MAY 15, 2017

We just published a Temkin Group report, The Shift To Customer Journey Insights. Here’s the executive summary: Customer insights are critical to customer experience programs.

Customer Journeys 120

Customer Journeys Report Groups Customer Insights 120

Experience Matters

MAY 15, 2017

We just published a Temkin Group report, The Shift To Customer Journey Insights. Here’s the executive summary: Customer insights are critical to customer experience programs.

Customer Journeys 120

Customer Journeys Report Groups Customer Insights 120

Retently

OCTOBER 23, 2024

It’s no longer enough to just sell a product; stores must engage with their audience at every step of the buyer’s lifecycle to ensure an exceptional customer experience. This means knowing when to listen, where to improve, and how to turn interactions into growth opportunities.

Ecommerce 109

Ecommerce Survey Retail NPS 109

Alida

DECEMBER 7, 2018

According to Accenture , this is because there is a growing disconnect between what customers need and what retailers are providing. Customers today want more than a transactional service; they expect a meaningful interaction with a brand. ” – Keira Henderson, Customer Insights Researcher, QVC.

Customer Centricity 201

Customer Centricity Infographics Retail Multi-Channel 201

Win the Customer

NOVEMBER 29, 2024

In today’s competitive market, understanding your customers’ experiences is paramount. Customer Journey Mapping (CJM) is a powerful tool that helps businesses visualize and analyze the interactions customers have with a brand throughout their lifecycle. Analyze customer reviews and social media comments.

Customer Journeys 59

Customer Journeys Touchpoint Social Media Competitive Advantage 59

Alida

JUNE 26, 2019

Bustle Digital Group 's Trend Group team are experts in engaging Millennial and Gen Z women. The BDG Hive is an extension of their brand, so ensuring an exceptional experience through all interactions is paramount.

Feedback 174

Feedback Groups Trends Communication 174

GetFeedback

MAY 24, 2019

When done right, it’s an extremely valuable source of customer insight. One way to learn more about what actions each team can take is to give a small handful of follow up questions asking customers to rate a variety of factors that are tied to specific teams, for example, their customer support exchanges or purchasing experience.

Net Promoter Score 236

Net Promoter Score NPS Effort Score Metrics 236

InMoment XI

MAY 30, 2024

By utilizing text analysis software, your business can be more efficient and realize benefits such as increased customer insights, improved operational efficiency, and others. These platforms often feature drag-and-drop interfaces, prebuilt templates, and interactive dashboards, making them accessible to just about anyone.

Analysis 195

Analysis Software Self Service Social Media 195

GetFeedback

MAY 23, 2019

NPS is an inevitable comparison that surfaces whenever a company launches a Voice of the Customer (VoC) program to optimize their customer experience (CX) strategy. . In essence, VoC gives your customers a voice within your organization. . The Customer Satisfaction Score (CSAT) is typically related to a specific interaction.

NPS 308

NPS Net Promoter Score Effort Score CEM 308

Calabrio

MAY 3, 2017

Contact centers also provide channels for inbound and outbound customer interactions , yet many marketing departments don’t consider them part of their voice-of-the-customer (VoC) mix. Top-notch data storage. When you place a call to a contact center, you are often told, “This call may be recorded.”

Contact Center 174

Contact Center Meeting Infographics Advertising 174

Experience Matters

JUNE 13, 2018

Few organizations deliver outstanding experiences to their customers. To better understand which types of interactions are most likely to affect the customer’s perception of an organization, we asked customers to identify the most problematic journeys across 19 different industries.

Customer Journeys 159

Customer Journeys Report Groups Industry 159