InMoment XI

OCTOBER 26, 2022

The rapidly-changing, ever-evolving retail landscape continues to present questions, roadblocks, and pain points that retailers need to address. In order to form a holistic view of your customer’s experience, you need to be able to analyze every data point you can. Whether it be surveys , review sites , or social media.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

ECXO

OCTOBER 30, 2024

The film serves as a rich tapestry of themes and symbols that can inform strategies for enhancing customer interactions and fostering loyalty. For customers, choices abound in every market, but the challenge lies in deciphering which options genuinely serve their needs.

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

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. When updates and customer insights are openly communicated across teams, it reinforces a shared mission.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

JULY 13, 2023

By embracing a mindset of adaptability and remaining attuned to shifting customer expectations and regulatory landscapes, organisations will be best able to meet the challenges and seize the opportunities presented by the act. What Are the Biggest Changes That You Have Made Towards Identifying Risk Amongst Your Customers?

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

eglobalis

JULY 2, 2024

The Rise of Data Analytics and , AI and Real-Time Feedback Advancements in data analytics and real-time feedback mechanisms are revolutionizing how companies collect and utilize customer insights globally. In the end, why do we talk so much about NPS?

NPS 456

NPS Feedback Net Promoter Score B2C 456

InMoment XI

OCTOBER 23, 2024

Here are a few reasons why customer experience in banking is an even bigger competitive advantage than ever before: It helps build trust during uncertain times. In a period of financial anxiety, customers are looking for institutions they can trust. It is a proven way of retaining customers. Start by capturing customer insights.

Banking 195

Banking Customer Experience Effort Score Financial 195

ECXO

AUGUST 12, 2024

MarTech’s Impact on Global CX Strategies The Asia-Pacific (APAC) region, with its rapid technological adoption and diverse markets, presents both opportunities and challenges for enhancing customer experience. By strategically deploying MarTech, businesses in APAC are achieving exceptional customer satisfaction, growth, and loyalty.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. Customer Journey Mapping. Resource: Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning and Kerry Bodine. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Lumoa

SEPTEMBER 23, 2022

Recently, Lumoa organized a webinar about Insights where we talked about the challenges in identifying emerging trends, root causes, and how to properly close the loop with your customers. This interactive infographic presents excerpts from a webinar in which Garen (Product Marketing Mgr.)

Infographics 195

Infographics Analysis Customer Insights Trends 195

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. The APAC region, known for its rapid technological advancements and tech adoption as its diverse markets, presents unique opportunities and challenges in the realm of customer experience.

Customer Experience 430

Customer Experience Social Media Analytics Chatbots 430

Alida

NOVEMBER 14, 2019

We celebrated our customers at Insights Day events across the globe, presented our vision and business strategy at Forrester’s CX SF , and went online with Argyle to talk about the customer experience with hundreds of marketing and CX professionals.

Consumers 171

Consumers Company Customer Insights Strategy 171

InMoment XI

OCTOBER 14, 2024

Uncertainty over the impact of their responses was among the top four reasons cited by customers for abandoning their last survey. The Business Impact of Survey Fatigue Survey fatigue poses several challenges for businesses, making it difficult to capture valuable customer insights.

Survey 195

Survey How To Hospitality Feedback 195

Alida

OCTOBER 16, 2019

Over 500 insights, marketing, product, and customer experience (CX) professionals joined Vision Critical at our global Insights Day event series in New York City, London, Paris, and San Francisco to talk about the present and the future of the insights industry.

Data 32

Data Brands Customer Insights Industry 32

Lumoa

SEPTEMBER 8, 2021

” Yes, multiple-choice and Likert scale questions are easier to turn into fancy graphs for presentations, but they don’t allow the customer to express their genuine feedback. Re-Align the Function of Customer Insights Customer experience thought leader Shep Hyken says , “Customer service is not a department.

Customer Experience Management 195

Customer Experience Management CEM Customer Experience Management 195

CX Accelerator

JUNE 8, 2020

Listen to customer service call recordings. In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. There are some added benefits to these meetings: Gain insight about industry trends.

Survey 345

Survey Social Media Contact Center Call Recording 345

InMoment XI

NOVEMBER 26, 2024

Almost 80% of employees who created a customer journey map at their organization say it helped generate alignment between internal teams. Increased Resource Allocation Customer journey maps can help you identify problems and present a strong business case for customer experience improvement. References ​​Khoros.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Experience Investigators by 360Connext

OCTOBER 2, 2018

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title. Did we find out?

Customer Experience 225

Customer Experience Customer Journeys Culture Leadership 225

ClearAction

MAY 26, 2023

Customer Insights Shape Your Firm’s Growth Curve Lynn Hunsaker Customer insights have so much more potential to shape everything in your enterprise. Every growth effort and every efficiency effort can be greatly improved by customer insights guidance. You are collectors of customer insights.

Customer Insights 62

Customer Insights Chief Customer Officer Effort Score Leadership 62

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 survey should be presented to all stakeholders within the organization.

NPS 308

NPS Net Promoter Score Effort Score CEM 308

Lumoa

AUGUST 5, 2022

All of the points above present challenges for retailers, but mitigating the impact of inflation may be the biggest one of them all. How to Monitor Your Customer’s Sentiment Towards Current Inflation Through Real-Time Feedback. Health and safety expectations will need to be met during every interaction.

Retail 195

Retail Feedback Trends Consumers 195

Lumoa

DECEMBER 9, 2020

In this handy guide, we’ll share tips and best practices on how to use multiple choice questions in surveys to get actionable customer insights. Multiple choice questions are questions constructed in such a way that respondents are presented with several answer options to choose from. What are multiple choice questions?

Survey 195

Survey NPS Tips Feedback 195

Retently

MARCH 11, 2025

They act as a bridge between the customer and teams working with product, marketing, logistics, and support to ensure customer insights lead to tangible fixes. Customer Support Teams Ensuring issues are resolved quickly and with a personal touch. CX Managers dont just react to problems, they anticipate them.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

CX Journey

FEBRUARY 16, 2017

The first was a present and the second I have been asked to review for a Psychology journal. Defining Mindfulness By way of definition, Tim Stead offers the following: Being more fully aware of your own experience, in the present moment, in a non-judgemental way. I’m sure the applicability to Customer Insight Leaders is obvious.

Analysis 143

Analysis Study Customer Insights Leadership 143

CloudCherry

MARCH 14, 2019

He walked us through the five stages of voice of the customer maturity and shared advice on how CX teams can move their firm from Stage 1 Novices to Stage 5 Transformers. In this article, we recap the discussion and highlight the key takeaways which can help you turn your customer insights into actions that drive business value.

Customer Insights 150

Customer Insights Analytics Airlines Feedback 150

Lumoa

JUNE 14, 2023

Customer Insight Platforms Customers often leave behind a trail of valuable crumbs in their digital journeys ripe for exploitation. These crumbs can provide invaluable insights into their purchase intent, customer preferences, and brand loyalty – if you know where to look.

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

Lumoa

AUGUST 23, 2021

Although we refer to the “post-pandemic world” in this article, we understand that we’re still in the middle of it all — we just hope we can provide a little hope and guidance for the present and future reality of a post-COVID world. Gaining feedback is half the battle itself, as it requires customers’ willingness to participate.

Customer Experience 221

Customer Experience Social Media Video Customers 221

GetFeedback

APRIL 19, 2018

You can route visitors to relevant content, automatically create support tickets, and show your customers you’re there for them at all times. You can add a small icon in the corner of a webpage, present a visible survey at the bottom of each page, or prompt a lightbox. This is where measuring customer effort score can help.

Tips 170

Tips Survey Engagement Effort Score 170

TechSee

JUNE 16, 2022

Shep Hyken, Chief Amazement Officer at Shepard Presentations. Shep Hyken is a customer service and CX expert, an award-winning keynote speaker , and New York Times and Wall Street Journal bestselling author. His recent piece on why Companies Can’t Afford to Leave Customer Insights on the Table is a must read!

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Calabrio

JUNE 1, 2017

While many brands are adding a Chief Customer Officer (CCO) role to their C-suites, a lack of clear responsibilities and siloed data presents ongoing challenges for these incoming CCOs.

Brands 162

Brands Customer Experience Chief Customer Officer Contact Center 162

Alida

JUNE 29, 2016

Improve the understandability of your customer insight using the charts that are most applicable to your question types and findings. Make customer insight easy to consume for your stakeholders and team members. Now available to all Vision Critical customers.

Communication 140

Communication Data Innovation Analysis 140

Lumoa

NOVEMBER 10, 2021

In order to understand this journey and the pain points that occur at each step, it helps to visualize all of the ways that a customer can interact with your brand through every stage of your relationship. You can then use this information to tailor your CX design to address common pain points and identify areas where you can improve.

Customer Experience Design 195

Customer Experience Design Customer Experience Customer Journeys Touchpoint 195

GetFeedback

JULY 19, 2019

If you’ve ever written something—a book, a presentation, even a blog post—think of VoC data the way you would think of the writing process. Sixty-two percent of marketers say they feel overwhelmed by the amount of data they have, and 85% are unable to fully utilize that data. But, remember this: the goal isn’t to measure everything.

ROI 309

ROI How To Touchpoint Hotels 309

AskNicely

NOVEMBER 28, 2018

What advanced NPS users know is how to automate and act on their information daily, empower their staff, and use customer insights to retain more customers and grow their revenue. This customer-fueled approach to business growth has evolved into a culture shift. Presenters. VP of Customer Success.

NPS 150

NPS Net Promoter Score Study Groups 150

Alida

OCTOBER 13, 2020

Customer advisory boards (CABs) are a great way for organizations to sit down with their high-profile customers and gather feedback and advice from this VIP audience. CABs present an opportunity to find out what you’re doing right and where adjustments could be made to better serve the needs of your most important customers.

Feedback 173

Feedback Customers Customer Insights 173

Lumoa

APRIL 21, 2022

But if you run a Customer Support function and you are trying to figure out how to transform it, the reality is very far from those nice words. People who lead Customer Support functions are very well aware of the challenges. And what’s even more positive is that Customer Support teams have a valuable asset in their hands.

How To 195

How To Self Service Banking Customer Satisfaction 195

Calabrio

OCTOBER 14, 2019

Nearly 50 customers, including Avant, Pacific Life and Rackspace, are sharing their Calabrio ONE successes and strategies, making this one of the most well-attended and informative C3 events ever. Shep is one of the leading voices in customer service, guiding clients in building loyal relationships with their customers and employees.

Conference 33

Conference Connections Strategy Entertainment 33

InMoment XI

NOVEMBER 20, 2023

Customer retention rates and customer service can be improved by using AI to actively listen for qualitative feedback and elicit more valuable responses. Enhanced Customer Insights AI-driven CX analysis enables businesses to gain a profound understanding of their customers.

Customer Experience 243

Customer Experience Strategy Chatbots e-support 243