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

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?

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

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

CSM Magazine

JANUARY 28, 2025

Gone are the days of relying solely on demographic data and periodic surveystoday’s businesses have access to AI-driven customer insights, a game-changer for growth. By leveraging AI, companies can make decisions rooted in data, improve customer satisfaction, and ultimately grow their revenue.

Customer Insights 52

Customer Insights How To e-support Social Media 52

eglobalis

MARCH 13, 2025

Complexity in customer journeys often leads B2B companies to score lower on CX than B2C, highlighting the effort needed to meet diverse needs. Siloed Data and Systems: Customer information in B2B is often fragmented across sales, marketing, account management, and support.

Leadership 234

Leadership B2B B2C Net Promoter Score 234

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

C3Centricity

FEBRUARY 8, 2025

The three fundamental pillars of sustained success are deep customer insights, meaningful innovation, and inclusive leadership. Deep Customer Insights Power Business Success Insight is the cornerstone of every successful strategy. Does your Insight Development Process need an upgrade?

Innovation 156

Innovation Leadership Customer Insights Report 156

eglobalis

JULY 2, 2024

Furthermore, it investigates contemporary global trends in customer feedback strategies that advocate for a shift beyond simplistic metrics. By embracing a more nuanced approach, organizations can gain a comprehensive understanding of customer sentiment, facilitating more informed decision-making and enhancing overall customer satisfaction.

NPS 453

NPS Feedback Net Promoter Score B2C 453

Gainsight

FEBRUARY 21, 2025

Gainsights Slack agent knocks down these roadblocks and ensures the right peoplewhether they log into Gainsight every day or notcan access the information and best practices they need to power their workflows. Heres what that looks like in action: Instant access to customer insights: No more switching tabs or diving into dashboards.

Customer Insights 59

Customer Insights Trends Sales Leadership 59

ECXO

OCTOBER 30, 2024

However, in this article, we will focus on the intersection of The Matrix and customer experience (CX) revealing a wealth of valuable insights that can transform how businesses engage with their customers. In today’s digital age, customers face a similar challenge with information overload.

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

InMoment XI

OCTOBER 26, 2022

In order to form a holistic view of your customer’s experience, you need to be able to analyze every data point you can. Your customer’s data comes in many different forms (you can learn more about customer data in this article from InMoment Customer Insights Expert Jessica Petrie).

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

ECXO

MARCH 6, 2025

B2B customer needs and market conditions change, so the CX program should be agile enough to adjust course. quarterly) can be used to review whats working, incorporate new customer insights, and reprioritize initiatives. Leading organizations use a mix of these to create a steady flow of information about customer perceptions.

B2B 339

B2B Customer Journeys How To Effort Score 339

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? Retain more customers, and improve your relationships with customers.

Analysis 396

Analysis Data How To Customer Centricity 396

eglobalis

MARCH 30, 2025

This article examines in detail how businesses in both B2B and B2C contexts are leveraging AI, sentiment analysis, voice-of-customer (VoC) platforms, predictive analytics, and streaming data to capture customer insights in the moment. To manage this flood of information, organizations increasingly rely on automation and AI.

Survey 320

Survey Banking NPS Effort Score 320

SurveySensum

JANUARY 27, 2025

For instance, in a Spanish-language survey, a native Spanish speaker can verify that terms like “customer satisfaction” aren’t misinterpreted as “customer happiness” (which might sound more informal or unprofessional in certain contexts).

Survey 52

Survey Customer Insights Customers Culture 52

InMoment XI

DECEMBER 10, 2024

It boosts Customer Lifetime Value (CLV) : Loyal customers spend more over time, creating a positive impact on your bottom line. This information guides product development to better fulfill customer needs and goals. InMoments XI platform enables you to collect and analyze customer insights effectively.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

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 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

InMoment XI

NOVEMBER 26, 2024

Improved Product Lines Customer experience journey mapping identifies where you may be failing in the customer experience and gives you room to improve. Problems identified through customer journey mapping could be a confusing website navigation bar or a checkout process with too many steps. References ​​Khoros.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

ECXO

JULY 10, 2024

The Impact of Data Analytics, AI, and Real-Time Feedback Advancements in data analytics and real-time feedback mechanisms are transforming how companies gather and use customer insights. Companies like Rakuten and L’Oréal leverage AI-driven analytics to monitor sentiment across digital platforms, enabling proactive responses.

Metrics 374

Metrics Analysis Feedback NPS 374

InMoment XI

NOVEMBER 21, 2024

For example, key metrics like CSAT help you improve aspects of your business to satisfy specific customer needs. It enables informed decision-making for CX teams. VoC insights help businesses make data-driven decisions for customer experience (CX) improvements. It informs product improvement strategy.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

InMoment XI

DECEMBER 13, 2021

After journey mapping and capturing customer insights, InMoment supplements that data with financial, operational, employee, social media, etc. This new approach means reaching for multiple sources of insights and synthesizing that information to allow organizations to take practical action.

Analytics 370

Analytics Data Marketing Customer Journeys 370

ECXO

FEBRUARY 3, 2025

Example: A potential customer fills out a form on your website. Instead of following up promptly with tailored information, the sales rep waits days before sending a generic email. By the time they respond, the customer has likely moved onor worse, chosen a competitor who acted faster. The result? How would you feel?

Sales 263

Sales Customer Experience e-support Examples 263

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. The contact centre is an absolute treasure trove of customer insights and has long been underutilized from a customer insights perspective.

Analytics 370

Analytics Data Customer Experience Social Media 370

eglobalis

JULY 31, 2024

Advanced analytics help businesses understand customer behaviour, measure campaign effectiveness, and optimize strategies to improve CX. By leveraging data visualization and reporting features, companies can identify key performance indicators (KPIs), track progress, and make informed decisions to enhance customer experiences continuously.

Customer Experience 428

Customer Experience Social Media Analytics Chatbots 428

AWS Machine Learning

NOVEMBER 15, 2023

In order analyze the calls properly, Principal had a few requirements: Contact details: Understanding the customer journey requires understanding whether a speaker is an automated interactive voice response (IVR) system or a human agent and when a call transfer occurs between the two.

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. Customer interaction scoring for quality assurance.

Software 130

Software Customer Journeys Tools Contact Center 130

InMoment XI

OCTOBER 23, 2024

With the help of advanced text analytics, Chevron FCU was able to capture actionable insights from open-ended survey responses and online comments to improve its CX efforts. Metro Bank: The UK-based retail and commercial bank has successfully transformed its customer insight program. Start by capturing customer insights.

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

NOVEMBER 13, 2024

Acquiring new customers is more expensive than retaining current ones. Proactively monitoring customer health can help businesses cut churn by over 34% for at-risk clients. It informs effective marketing strategy. Churn prediction helps you tailor your marketing efforts to re-engage customers at risk of leaving.

Customer Retention 195

Customer Retention How To Analysis ROI 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. Consumers are adapting their behaviours to the trading of their personal information. And this can only be done by asking the right questions of your data and information.

Data 312

Data Retail Analysis Analytics 312

Comm100

OCTOBER 31, 2024

Through conversational marketing, you act as the guide for your audience and help them make informed buying decisions. You facilitate your audience’s access to relevant information and help them decide what’s best for them. Reduced Costs Your current and potential customers may reach out to you at any time.

Marketing 130

Marketing Chatbots Social Media e-support 130

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

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

InMoment XI

JULY 13, 2023

The panelists shared valuable insights on embracing changes and putting customers at the center of their business. This final action leads to not only improved communication out to customers but also improved internal communication around expectations and making material more inclusive to drive better understanding.

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

C3Centricity

JULY 23, 2024

Understanding the Potential for SMEs to Use More Customer-Centric Data Superior use of customer-centric data means going beyond basic data collection and analysis to integrate customer insights into every facet of a business. Let’s look into each of these in more detail. trillion in business value.

Data 293

Data Customer Centricity Analysis Study 293

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. Shifting to why will drive your team to delve deeper into customer feedback.

Customer Experience 418

Customer Experience Net Promoter Score How To Effort Score 418

CloudCherry

AUGUST 17, 2018

There’s such a healthy market for customer management and analysis software that they’ve now branched out into two distinctive categories: Customer Relationship Management (CRM). Customer Experience Management (CEM). At the end of the day, CRM brings sales, marketing and customer support together by analyzing customer data.

CEM 281

CEM CRM Customer Relationship Management Customer Experience Management 281

ijgolding

APRIL 9, 2020

However, few of these tools deliver the ‘catalytic conversion’ of customer data, overlaid onto the customer journey and turned into real hands-on information for companies to move their CX experience to the next level. empowering them to get the job done with accurate and real-time information.

Customer Journeys 312

Customer Journeys CRM Technology Groups 312