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

Comm100

NOVEMBER 13, 2022

Today’s consumers are no longer satisfied with organizations offering just one or two customer service channels. They now want to reach out to brands on a variety of channels depending on what suits them in that moment – whether that’s live chat, email, social media or even SMS. Healthcare provider needing faster support.

Omni-Channel 246

Omni-Channel Customer Service Chatbots Social Media 246

Lumoa

AUGUST 23, 2021

New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention. Incorporating a new focus towards customer frustrations may be the most worthwhile change your company takes.

Customer Experience 221

Customer Experience Social Media Video Customers 221

InMoment XI

SEPTEMBER 25, 2024

However, for businesses—especially those in finance, healthcare, and legal sectors—NLP has long been essential for processing large amounts of unstructured data. Market Intelligence : NLP can analyze many news articles, blog posts, and social media posts. Why is Natural Language Processing Important?

Data 195

Data Social Media Net Promoter Score Analysis 195

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.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

BirdEye

FEBRUARY 4, 2025

A proactive reputation monitoring strategy helps prevent negative feedback from overshadowing your brand, ensuring trust across social media, review sites, and other digital channels. With Google Alerts and social monitoring , brands gain deeper insights into what customers expectgiving them an edge in optimizing customer experience.

Tools 52

Tools Brands Management Multi-Channel 52

Thematic

FEBRUARY 23, 2025

Customization & Scalability: The tool should adapt to your industry-specific needs and grow with your business. Data Integration : The ability to analyze data from multiple sources, including text analytics for social media , customer support tickets, and emails. Regulates the handling of healthcare-related data.

Analytics 62

Analytics Social Media Analysis e-support 62

Lumoa

APRIL 28, 2024

At the same time, your customers expect to get the same level of support , no matter if they reach out on Facebook or via email. Customer experience platforms make it possible to manage all the customer data in one platform and reach out to them when they need it. Think ChatGPT but for your customer insights.

Self Service 195

Self Service Customer Journeys Multi-Channel Feedback 195

InMoment XI

NOVEMBER 15, 2023

Conversely, a sudden increase in CES may prompt the app’s developers to investigate and address any unexpected challenges customers may be facing. Voice of the Customer (VoC) Voice of the Customer (VoC) encompasses various methods for collecting and analyzing customer feedback.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

BirdEye

DECEMBER 5, 2023

These include checking online reviews , staying active on social media, and ensuring your business information is correct everywhere online. Managing online reviews A good review can bring in new customers, while a bad one might turn them away. The trick is to be consistent in how often you post and talk to your customers.

Brands 110

Brands Management Social Media Analytics 110

BirdEye

MARCH 3, 2025

Customers now expect a smooth, connected experience no matter where they interact with a brandwhether thats on a website, social media, or in-store. By using unified messaging and visuals, brands can engage customers on their preferred channels, enhancing satisfaction and loyalty.

Omni-Channel 52

Omni-Channel Strategy Marketing Multi-Channel 52

GetFeedback

SEPTEMBER 24, 2019

Senior-level marketers are also seeking better customer insight, says VoC marketing expert Ernan Roman of ERDM. You can add value by helping to explain why engagement or purchasing rates are down, as well as what would motivate customers to continue buying, and how to effectively launch new products.

How To 150

How To ROI Policies Analysis 150

ReviewTrackers

MARCH 17, 2017

Healthcare and Tech. There were a number of tech companies creating solutions for how to better communicate with patients, and how to deliver improved results across entire healthcare organizations. Future of Social Media. Social media is changing fast. Women in Business and Tech.

Trends 79

Trends Technology Social Media Healthcare 79

BirdEye

MARCH 3, 2025

Customers now expect a smooth, connected experience no matter where they interact with a brandwhether thats on a website, social media, or in-store. By using unified messaging and visuals, brands can engage customers on their preferred channels, enhancing satisfaction and loyalty.

Omni-Channel 52

Omni-Channel Strategy Marketing Multi-Channel 52

Lumoa

APRIL 18, 2023

Surveys are great tools because collecting Voice of Customer feedback is a vital part of understanding your customers better. But they’re only one small piece of the customer experience data puzzle. All of these data sources are things you can analyze to better understand your customers’ expectations and frustrations.

Analytics 195

Analytics Customer Experience Management Net Promoter Score 195

CloudCherry

JULY 25, 2018

What better way is there to learn about delivering an amazing customer experience than examining how the best in the business do it? Respondents were asked a series of questions on topics including their customer experience programs , introducing new technology, and optimizing human capital.

Technology 170

Technology Brands Customer Experience Omni-Channel 170

BirdEye

SEPTEMBER 20, 2024

It leverages GenAI to automatically identify competitors and offers real-time benchmarking across key metrics such as reputation, social media activity, and customer sentiment. Businesses can use this data to track their position in the market, refine strategies, and enhance their brand’s reputation.

Innovation 105

Innovation Social Media Multi-Channel Metrics 105

Experience Investigators by 360Connext

JANUARY 8, 2015

If you sell anything to anyone, you would do yourself a world of good by enlisting mystery shoppers (sometimes called secret shoppers) into your customer insights mix. Retailers, financial services organizations and healthcare practices have all enlisted mystery shoppers to help improve their customers’ experiences.

Customer Experience 110

Customer Experience Feedback Social Media Customer Journeys 110

BirdEye

AUGUST 6, 2024

This is a stark reminder that in 2024, your online reputation isn’t just a part of your business—it’s the front line of your customer acquisition strategy. But let’s be honest: keeping up with every review, social media comment, and online mention feels like a full-time job, and it’s simply overwhelming.

Comparison 59

Comparison Multi-Channel Management Social Media 59

Kustomer

JULY 29, 2021

E-Commerce for the Social World. The new world of commerce is being steered by social media, especially with consumer habits having turned more digital during the previous year. The power of social media is tremendous – everything is digitized , from friendships to commerce.

Omni-Channel 98

Omni-Channel Social Media e-support Self Service 98

Happy or Not

APRIL 1, 2025

In a recent episode of The Intuitive Customer podcast, Tim Waterton, Chief Revenue Officer at HappyOrNot, shared invaluable insights into efficiently collecting customer feedback and using it to create a real-time solution. click to visit & listen) Why is real-time customer feedback important for business growth?

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36

BirdEye

JULY 15, 2024

To make your business succeed in today’s competitive digital marketplace, you need a solid grasp of managing your online reputation, engaging with social media, and optimizing local search results. This comprehensive event offers valuable insights across industries, including healthcare, dental, automotive, finance, and more.

Social Media 59

Social Media Conference Automotive Competitive Advantage 59

Alida

SEPTEMBER 22, 2016

Tom Vanderbilt, journalist and author of You May Also Like: Taste in the Age of Endless Choice , delivered a keynote on the fascinating nature of customer preferences. According to Vanderbilt, social media and our sharing economy have transformed how people’s tastes are influenced by others. Develop an engagement plan.

Innovation 100

Innovation Marketing Social Media Healthcare 100

BirdEye

DECEMBER 5, 2023

These include checking online reviews , staying active on social media, and ensuring your business information is correct everywhere online. Managing online reviews A good review can bring in new customers, while a bad one might turn them away. The trick is to be consistent in how often you post and talk to your customers.

Brands 64

Brands Management Social Media Analytics 64

SurveySensum

JANUARY 16, 2025

It helps you create and launch surveys with AI capabilities and collect key customer insights to drive business growth, understand customer satisfaction and loyalty, and improve the overall customer experience. A two-hour SLA ensures issues are resolved swiftly, so your team can operate seamlessly.

Comparison 52

Comparison Effort Score Analysis Multi-Channel 52

BirdEye

SEPTEMBER 13, 2024

Here are some notable benefits of Google voice search for businesses: Boosts local SEO Get ranked higher for long-tail keywords Enhanced user engagement Be featured on position zero Improved website experience Better customer insights Let’s understand each of these benefits in detail. Structure your content to mimic a conversation.

Social Media 105

Social Media Examples Video Healthcare 105

BirdEye

OCTOBER 11, 2024

You’ll discover how these AI data scientists simplify customer insights, streamline competitive analysis, and help you make smarter decisions faster. Without a unified view, critical insights can slip through the cracks, leading to missed opportunities and unresolved customer issues.

Comparison 52

Comparison Analysis Trends Social Media 52

ReviewTrackers

APRIL 27, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. It’s the end of the month, so that means this weeks’ Customer Insights focuses on four different industries: banking, hospitality, healthcare, and technology.

Insurance 50

Insurance Healthcare Hotels Hospitality 50

BirdEye

AUGUST 12, 2024

Customer Messaging : Utilize a unified messaging inbox to communicate with customers through text, email, web chat, and social media, ensuring all interactions are tracked and managed efficiently. Data integration : Connect business data with online directories, social media platforms, and review sites.

Comparison 59

Comparison Social Media Multi-Channel Analysis 59

BirdEye

OCTOBER 18, 2023

The Main Street businesses like many of you — the healthcare provider, the pizza shop, the real estate agent — were not started with a digital-first mindset.“ ” Between social media, messaging apps, online reviews and other digital channels, brands can’t afford to ignore any customer touchpoints.

Self Service 111

Self Service Chatbots Customer Expectations Consumers 111

NobelBiz

JULY 25, 2023

. – Christian Montes, Executive Vice President of Client Operations @NobelBiz The Multifaceted Channels of Interaction In a contact center, customer interactions unfold across a myriad of channels, each holding a unique treasure trove of insights. Live Webchat : Instant messaging platforms on websites or apps.

Interaction 98

Interaction Analytics Call Center Contact Center 98

NobelBiz

APRIL 30, 2024

For every second that chatbots can shave off average call center handling times, call centers can save as much as $1 million in annual customer service costs. Providing Real-Time Customer Insights AI tools process and analyze vast amounts of data in real-time, providing call centers with immediate insights into customer behaviors and trends.

Call Center 105

Call Center Contact Center Virtual Agent Chatbots 105

NobelBiz

APRIL 30, 2024

For every second that chatbots can shave off average call center handling times, call centers can save as much as $1 million in annual customer service costs. Providing Real-Time Customer Insights AI tools process and analyze vast amounts of data in real-time, providing call centers with immediate insights into customer behaviors and trends.

Call Center 104

Call Center Contact Center Virtual Agent Chatbots 104

SurveySensum

JULY 14, 2020

He is both CCXP and CMRP certified, has been listed in the top 25 CX professionals by CX Magazine, and also published a book on Customer Experience. He specializes in operationalizing customer insight to drive better customer outcomes. Arie Goldshlager – Customer Strategy, Customer Analytics, Innovation Consultant.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Playvox

MARCH 19, 2024

Some of the most common uses of AI have been game changers: Virtual assistants like Siri guiding us on our way and finding information in an instant Fraud detection from our financial institutions Medical diagnoses and healthcare Contact centers are no exception and stand to gain significant business and operational benefits from AI.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

Bob Hayes

SEPTEMBER 18, 2017

Customer professionals lack proficiency in, or access to, three important data science skills: programming, mathematics, statistics. Customer professionals said their biggest roadblock was the inability of translating customer insights into business operations. Data were collected from January to March 2017.

Analytics 113

Analytics Loyalty Data Competitive Advantage 113

BirdEye

NOVEMBER 8, 2023

For companies seeking strategic insights and industry analysis, being listed or cited positively by Forrester can boost their reputation. Zocdoc Zocdoc is an online platform where users find and book medical appointments with healthcare providers. Here are the top two dental third-party review sites: 12.

Ecommerce 59

Ecommerce Travel Hotels Social Media 59