Beyond Philosophy

OCTOBER 11, 2024

In this episode, we tackle a common problem many businesses face: how to get more actionable customer feedback. Our guest, Tim Waterton , Chief Revenue Officer of HappyOrNot ® , brings over 20 years of experience in helping companies gather and analyze customer insights.

Customer Insights 78

Customer Insights How To Tips Feedback 78

eglobalis

MARCH 30, 2025

Meanwhile, customers now interact with brands constantly through digital channels, generating a wealth of real-time signals. Some front-line employees, under pressure to improve scores, even game the systemnudging only happy customers to take surveysdistorting the truth. Instead of explicitly asking How do you feel?,

Survey 320

Survey Banking NPS Effort Score 320

ECXO

MARCH 6, 2025

How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. This helps make the customer real for teams who may not interact with buyers daily.

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

eglobalis

FEBRUARY 3, 2025

Introduction In todays digital age, the relationship between technology and customer experience (CX) has become almost inseparable. As artificial intelligence (AI) continues to evolve , it is fundamentally reshaping how businesses interact with their customers, offering personalized, efficient, and predictive solutions.

B2B 385

B2B Customer Journeys Customer Experience Chatbots 385

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

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

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes.

Leadership 234

Leadership B2B B2C Net Promoter Score 234

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

ECXO

FEBRUARY 3, 2025

Turning the Tables: Why a Proactive Sales Process is the Ultimate Customer Experience Hack Introduction In the fast-paced world of sales, one thing is clear: the customer experience can make or break your success. For businesses, these bad interactions dont just result in lost salesthey ripple out to cause long-term damage.

Sales 263

Sales Customer Experience e-support Examples 263

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

InMoment XI

OCTOBER 23, 2024

Customer experience in banking refers to the thoughts, opinions, and feelings customers have about every interaction with your financial institution. From visiting your physical branch to paying an electricity bill through your app, each interaction with a touchpoint contributes to a customer’s perception of your business.

Banking 195

Banking Customer Experience Effort Score Financial 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.

Software 130

Software Customer Journeys Tools Contact Center 130

eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. This article delves into the top ten MarTech solutions, that significantly improve CX outcomes.

Customer Experience 428

Customer Experience Social Media Analytics Chatbots 428

InMoment XI

JANUARY 27, 2025

In that light, goal-setting often becomes an exercise in mitigation: reducing call volumes, minimizing customer effort, and curbing churn. At times, even the insights that surfaced from customer-agent interactions can feel burdensomean endless inbox of problems to solve. And it doesnt stop there.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

eglobalis

JUNE 27, 2024

Introduction Delivering superior customer experience (CX) is paramount for business success. A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

ECXO

JULY 10, 2024

The Need for Comprehensive Metrics in B2B and B2C Contexts In B2C environments, where interactions are more transactional, NPS can be a useful indicator of customer advocacy. This approach challenges the retrospective nature of NPS surveys, offering immediate insights that inform strategic decisions and enhance satisfaction.

Metrics 374

Metrics Analysis Feedback NPS 374

eglobalis

JULY 2, 2024

B2B vs. B2C Perspectives In B2C environments, where transactional interactions are straightforward and brand loyalty is clearer, NPS can serve as a reliable indicator of customer advocacy and satisfaction. Customer Satisfaction (CSAT) : Evaluates satisfaction with specific interactions or transactions.

NPS 453

NPS Feedback Net Promoter Score B2C 453

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

Experience Matters

DECEMBER 16, 2014

Our research into leading practices uncovered five trends that will redefine how customer insights teams operate: 1) Deep empathy, not stacks of metrics, 2) Continuous insights, not periodic studies, 3) Customer journeys, not isolated interactions, 4) Useful prescriptions, not past descriptions, and 5) Enterprise intelligence, not customer feedback.

Report 325

Report Customer Connectedness Customer Experience Trends 325

InMoment XI

NOVEMBER 26, 2024

A customer journey map is a visual representation of the journey a customer has with a company’s brand, products, services, and people. Customer journey maps may also be called customer interaction maps, customer corridors, or service blueprints.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

OCTOBER 14, 2024

Survey-taking fatigue is when customers face an overwhelming number of survey requests from a business. For instance, if they interact with the business once a week but receive feedback requests daily, they are likely to stop participating in future surveys altogether. Send Surveys in Proportion to Your Customer Interactions.

Survey 195

Survey How To Hospitality Feedback 195

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

ECXO

AUGUST 12, 2024

MarTech-Driven Transformation: Navigating the Future of Customer Experience Introduction In today’s fiercely competitive business landscape, delivering a superior customer experience (CX) is not just an advantage—it’s essential.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

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. Companies should be agile, and willing to pivot their strategies based on customer insights.

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

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. Not that long ago, if we wanted to know what a customer thought, how they felt about interacting with your brand (website, store, call center, etc.), customer effort).

Analytics 370

Analytics Data Customer Experience Social Media 370

InMoment XI

DECEMBER 10, 2024

InMoments XI platform enables you to collect and analyze customer insights effectively. As a result, you build trust, improve retention, and reduce the likelihood of customers leaving. Encourage Long-Term Engagement Engagement is crucial to keeping customers connected to your brand.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

ECXO

JULY 29, 2024

Designing and Rolling Out a Global Customer Experience Strategy Introduction Delivering exceptional customer experience (CX) is essential for any successful business. This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

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. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

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

SurveySensum

JANUARY 27, 2025

Stand Out in the Market and Reduce Churn Did you know that 29% of businesses lose customers simply because they dont offer multilingual support? This is a huge missed opportunity, especially when 75% of consumers report stronger satisfaction when interacting with brands in their native language.

Survey 52

Survey Customer Insights Customers Culture 52

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

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Interaction 98

Interaction Analytics Call Center Contact Center 98

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

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

Comm100

OCTOBER 31, 2024

This is where conversational marketing comes into play, enabling businesses to interact with the intended audience on a personal level. With this strategy, you leverage relevant communication channels to interact with the right people and generate traction. What’s Conversational Marketing ?

Marketing 130

Marketing Chatbots Social Media e-support 130