InMoment XI

NOVEMBER 13, 2024

For example, offering proactive customer support or loyalty rewards helps retain customers by showing them you care. It provides stronger customer insights. Patterns in churn data provide insight into customer satisfaction. It helps you understand different customer segments better.

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. Customer interaction scoring for quality assurance.

Software 130

Software Customer Journeys Tools Contact Center 130

Alida

JULY 11, 2018

In a panel session moderated by our very own Karen Eisen, experts from Canadian Tire, Jamieson Laboratories, CIBC and Flipp shared how they are using customer insight to improve the customer experience. Canadian Tire: Use insight to meet the needs of different customers. It was also a great night of learning.

Industry 141

Industry Brands Banking ROI 141

ECXO

MARCH 6, 2025

Some organizations create a detailed CX roadmap that estimates improvements in metrics like net retention rate, customer lifetime value, or average deal size as experience enhancements roll out. Customer experience spans many touchpoints and processes trying to fix everything at once can overwhelm the team and dilute resources.

B2B 339

B2B Customer Journeys How To Effort Score 339

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

JULY 10, 2024

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric.

Metrics 374

Metrics Analysis Feedback NPS 374

InMoment XI

APRIL 18, 2023

Mary Anne Ghobrial is the director of Australia’s largest customer experience event— The Customer Show. Because she speaks to thousands of client-side professionals and many vendors, she gets an insider view of how the entire industry is structured, giving her a unique perspective on the CX market.

ROI 195

ROI Insurance Tips Healthcare 195

ECXO

AUGUST 12, 2024

Marketing technology (MarTech) is at the heart of this evolution, integrating data, automating processes, and enabling personalized, real-time customer interactions. Budget Constraints: In an environment of reduced marketing budgets, MarTech tools that demonstrate clear ROI, such as AI-driven analytics, are essential.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

eglobalis

JULY 31, 2024

We will also explore the unique challenges faced by the CX industry and how specific MarTech solutions can benefit B2B customers, with a global focus. CDPs and data integration tools streamline data collection and unify customer profiles, providing a holistic view that aids in delivering consistent and personalized experiences.

Customer Experience 428

Customer Experience Social Media Analytics Chatbots 428

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.

NPS 453

NPS Feedback Net Promoter Score B2C 453

Comm100

MAY 5, 2022

Digital technology has transformed customer expectations in recent years, and the banking industry is now playing catch-up. Live chat is being introduced across the banking industry to offer customers a more flexible way to connect, but there’s still room for improvement. Gain valuable customer insights.

Chatbots 130

Chatbots Banking ROI Omni-Channel 130

InMoment XI

NOVEMBER 15, 2023

What is the ROI of Customer Experience Analytics? Understanding the Return on Investment (ROI) of customer experience analytics is crucial for businesses aiming to justify their investments in this strategic initiative. Improved Employee Productivity: Employee experience is closely tied to customer experience.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

Centercode

JANUARY 8, 2021

Customer testing isn’t a supplement for ensuring data security — it’s an industry in its own right, after all — but it stills plays an important role in supporting company initiatives for more secure and transparent customer data management. Just as tech has evolved, customer testing has evolved to support it.

Customer Insights 98

Customer Insights ROI Consumers Data 98

Lumoa

JUNE 30, 2022

There are a few common challenges when trying to make customer experience value visible across your company: Lack of good data Contact rate Competing priorities. Each of these challenges makes it harder for you to prove the ROI of customer experience and to sell other leaders on the importance of investing in CX.

Customer Experience 259

Customer Experience How To Metrics Feedback 259

InMoment XI

NOVEMBER 26, 2024

However, these challenges can be avoided with the right customer journey mapping platform and a team invested in customer experience success. Only 34% of organizations have three or more years of experience developing customer experience journey maps, and 83% struggle to identify and prioritize customer experience efforts.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

GetFeedback

MAY 9, 2019

Our industry had done a fairly poor job explaining this new space. What is customer experience? 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.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Calabrio

FEBRUARY 28, 2025

The role of AI in voice analytics AI is now already responsible for no shortage of innovations in an array of industries, including in the contact center. These findings confirm the need for voice analytics software for full customer insights. But what exactly makes it so crucial to voice analytics tools?

Contact Center 130

Contact Center Analytics Self Service Analysis 130

Optimove

OCTOBER 22, 2024

OptiPromo uses CRM-powered rewards, enabling brands to move to precision marketing by connecting customer insights with relevant rewards in real -time. By bridging CRM data with promotional engines, brands can offer tailored rewards that reflect the true value of each customer. The difference is clear.

CRM 52

CRM Meeting Data Strategy 52

TechSee

DECEMBER 11, 2018

2019 will be a critical year for call center customer experience strategy: either they will finally move the needle or risk elimination. To deliver value in 2019, call center leaders must select a CX initiative that can immediately demonstrate ROI. Aligning business objectives with contact center performance.

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

Lumoa

SEPTEMBER 8, 2021

All of these contain valuable insights into your customer experience. With this data, you can build a vivid image across departments, different customer industries, stages of implementation, etc. Not only is it an advantage to your company, but the customer doesn’t have to expend any extra effort.

Customer Experience Management 195

Customer Experience Management CEM Customer Experience Management 195

C3Centricity

MARCH 15, 2018

However, in working with clients around the world and in numerous industries, I have found that many are lost by the wealth of information that is available to them. If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not 10x the ROI of your data. Is this your case?

Data 312

Data Retail Analysis Analytics 312

CloudCherry

JULY 31, 2019

By that, he means that companies don’t use the customer insights they gain to drive critical organizational changes. He or she tracks the data that proves the ROI of CX works. Industry watchers have sounded the alarm and let us all know that something needs to change. Your organization can break the mold.

Net Promoter Score 247

Net Promoter Score Chief Customer Officer Metrics ROI 247

InMoment XI

JUNE 5, 2024

InMoment’s Standout Performance These are the 11 subcategories we scored the highest possible scores in: AI: knowledge-based or symbolic – Strong customization capabilities, transparency, and multitudes of available industry models, coupled with machine learning and generative AI-assisted adjustments.

Analytics 195

Analytics Effort Score Social Media Innovation 195

C3Centricity

MAY 25, 2020

However, in working with clients around the world as well as in numerous industries, I have found that many are lost by the wealth of information that is available to them. Or worse, they invest in the latest platforms and systems in the hope that using technology to understand customers will help them with their knowledge void.

Technology 304

Technology Analysis Data Consumers 304

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

CX University

FEBRUARY 13, 2025

Data-Centric Decision Making: JourneyTrack’s analytics-driven insights enable students to develop strategic competencies in evidence-based Customer Experience management. Collaboration features: JourneyTrack enables real-time collaboration across departments, fostering a customer-centric approach throughout the organization.

Customer Journeys 72

Customer Journeys Software Innovation Course 72

Kerry Bodine

JUNE 3, 2021

Join this video call to ask your burning questions and get personalized advice based on my decades of research and experience in the customer experience discipline. Our virtual huddles are a great way to network with fellow course participants from a variety of backgrounds and industries. You’ll meet like-minded professionals.

Course 177

Course Video ROI Customers 177

GetFeedback

SEPTEMBER 24, 2019

Before you worry about proving the ROI of a VoC program, focus on building relationships and trust with the key stakeholders in your company. Senior-level marketers are also seeking better customer insight, says VoC marketing expert Ernan Roman of ERDM. But customer feedback can lead to a wishlist that’s hard to prioritize.

How To 150

How To ROI Policies Analysis 150

Experience Matters

OCTOBER 1, 2018

This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS®) to evaluate their customers’ loyalty.

Net Promoter Score 215

Net Promoter Score Study Report NPS 215

Calabrio

MARCH 22, 2025

Choose technology vendors that offer efficient implementation and a short time to ROI, as well as ongoing support, training, and tailored innovation. Go Deeper: Related Resources to Explore True Cloud vs. Leverage an AI-driven tool like Calabrios Trending Topics to understand, out of all your customer issues, which are the most common.

Contact Center 130

Contact Center Management Strategy Call Center 130

CloudCherry

JANUARY 21, 2020

Also, you should look to an industry-standard VoC maturity model as a guide, as well as chart milestones on your VoC path. While CX professionals understand that VoC feedback contains a goldmine of valuable customer insights, they can struggle to extract meaning from all of the disparate insights they collect.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

Calabrio

MARCH 4, 2025

In fact, according to a recent Forrester report , using GenAI for the analysis of customer conversation data is “one of the most straightforward applications that offers clear, attributable ROI.” From product to marketing to operations, business leaders can take action on key trends to prevent churn and drive growth.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

Experience Matters

JUNE 4, 2018

To understand how the quality of a customer’s experience – whether it was good or bad – affects their behavior, we asked 10,000 U.S. consumers about their recent interactions with more than 300 companies across 20 industries. We then compared results with similar studies we’ve conducted over the previous seven years.

Report 185

Report Study Industry Interaction 185

Optimove

OCTOBER 28, 2024

Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more Optimove: Recognized as the #1 Leading Visionary for Multichannel Marketing Hubs Optimove has been recognized as the leading Visionary in the 2024 Gartner Magic Quadrant for Multichannel Marketing Hubs (MMH).

Marketing 52

Marketing CRM Report ROI 52

Customer Bliss

MAY 4, 2017

Tabitha Dunn is a perennial customer experience leader who developed her passion for this work on the fundamentals of process and quality at the master of the genre at the time, Xerox. She then advanced through a variety of vertical industries, each time honing her skills. All the discussions, customer calls, data sets, etc.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Lumoa

MARCH 12, 2023

Some tools require customization to be set up for your company in the best way. That immediately makes you more dependent on the provider and reduces the flexibility you have to manage customer insights internally. Dissatisfied customers can be identified using real-time analysis and aggregated reports. Data privacy.

Customer Experience 195

Customer Experience Customer Journeys NPS Analytics 195

SuiteCX

JULY 7, 2017

Data Republic’s business model revolves around a data marketplace that allows organisations to exchange anonymised data in order to enrich their own customer insights. The pool of data is supplied by a range of organisations in the finance, retail, insurance and automotive industries including NAB, Qantas Loyalty and Westpac.

Loyalty 100

Loyalty Measurement Tools Data 100