Thematic

MARCH 20, 2025

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 feedback used to be a puzzle—scattered across surveys, support tickets, and social media.

Customer Insights 62

Customer Insights Analytics Social Media Analysis 62

eglobalis

JUNE 27, 2024

Conduct comprehensive research to understand the full scope of the customer journey. This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Companies like HSBC in Europe and Toyota in APAC excel in this area.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

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

JANUARY 27, 2025

The Current State of Customer Calls: Costs and Missed Opportunities When each call has an associated cost, its easy to land on North Star metrics like call volume and average handle time. And to be clear, managing those variables is mission-critical for achieving, calculating, and proving ROI.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

Thematic

MARCH 18, 2025

Let’s be real—understanding your customers isn’t easy. They leave feedback all over the place: surveys, reviews, emails, social media, customer service calls… and before you know it, you’re drowning in data. " That’s exactly why customer insights platforms are essential.

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

ECXO

JULY 29, 2024

Conduct comprehensive research to understand the full scope of the customer journey. This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Companies like Barclays in Europe and Honda in APAC excel in this area.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

BirdEye

JULY 13, 2023

billion people are active on social media worldwide. Using social media platforms is one of the quickest ways to boost your brand’s visibility and success. That’s why it’s critical for companies to embrace social media optimization strategies. Table of contents What is social media optimization?

Social Media 98

Social Media Advertising Return on Investment Infographics 98

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. Revenue Growth: Tracks growth directly attributed to customer experience initiatives.

NPS 453

NPS Feedback Net Promoter Score B2C 453

InMoment XI

JANUARY 12, 2023

Many of the brands I’ve worked with for a long time are slowly coming to the realization that they cannot stick solely to surveys or another singular data source to get customer insights and input. Next, it’s vital to take the long view when looking at your customer relationships.

Social Media 397

Social Media Tips Customers Customer Retention 397

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

C3Centricity

APRIL 2, 2018

No, if it is a department that integrates and analyses information from multiple sources, and then delivers actionable insights and recommendations. Thanks to social media and websites, the IoT (Internet of Things) and smart products, companies are inundated with information these days. Customer retention and churn rates.

Handbook 275

Handbook Marketing ROI Social Media 275

BirdEye

MARCH 7, 2023

Research predicts that the number of people using social media will grow to about 5 billion in 2023. This year alone, 300 million more people are set to use social media than the previous year. Table of contents Challenges of managing social media for business Why is social media important for your business?

Social Media 94

Social Media Tips Multi-Channel Infographics 94

InMoment XI

JULY 16, 2024

Platforms like X, Meta/Insta, YouTube, and Google shape brand perceptions and impact purchasing decisions, directly affecting your ROI. Understanding and responding to social data and reviews to drive actionable business outcomes is crucial. Customers expect not only to be heard but also understood and swiftly responded to.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

Platforms like X, Meta/Insta, YouTube, and Google shape brand perceptions and impact purchasing decisions, directly affecting your ROI. Understanding and responding to social data and reviews to drive actionable business outcomes is crucial. Customers expect not only to be heard but also understood and swiftly responded to.

Tips 195

Tips Management Social Media Hotels 195

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

InMoment XI

NOVEMBER 26, 2024

Touchpoints refer to the places where your customers interact with your business. These could include the website, customer support portal, social media, and more. However, these challenges can be avoided with the right customer journey mapping platform and a team invested in customer experience success.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Lumoa

SEPTEMBER 8, 2021

The best type of voice of customer (VOC) feedback is unfiltered, real-time, represented across the customer journey, and measured across all data points and channels. All of these contain valuable insights into your customer experience. Search for customers’ use cases. ” He is right.

Customer Experience Management 195

Customer Experience Management CEM Customer Experience Management 195

InMoment XI

AUGUST 13, 2024

This includes phone calls, emails, chat messages, and social media interactions. This software can extract valuable insights from these conversations by leveraging natural language processing (NLP) and machine learning algorithms. To see the ROI you can get from InMoment’s platform, check out our ROI calculator !

Software 195

Software Social Media Analytics Return on Investment 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

InMoment XI

JUNE 5, 2024

Omnichannel CX Analytics: Processes text from surveys, social media, voice, reviews, chat, email, and more to understand VOC, trends, and emerging topics, often paired with metrics to analyze impact and churn. Visit our website to learn more about our offerings and why the world’s most customer-centric brands trust InMoment.

Analytics 195

Analytics Effort Score Social Media Innovation 195

CloudCherry

JANUARY 22, 2020

Not Acting on Insights. Failure to translate insights into action. Not Monitoring Changes in Customer Perception. Unproven ROI. Progress isn’t socialized. Moreover, they provide an analysis engine that can incorporate all kinds of data: survey results, social media posts, and linking operational data.” [3].

How To 243

How To Social Media Analysis Feedback 243

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

InMoment XI

SEPTEMBER 19, 2024

When your brand delivers a consistently positive experience, customers trust you more and think of your products or services as higher quality. Customers are also more likely to share their positive experiences through online reviews, social media, or by recommending your brand to others.

Customer Journeys 195

Customer Journeys Customer Experience Social Media Banking 195

BirdEye

DECEMBER 19, 2024

Here are the key benefits that make AI marketing strategy essential for modern businesses: Enhanced customer insights AI tools dig deeper into customer data than traditional analytics ever could. This deep understanding helps create profitable marketing campaigns that resonate with your target audience.

Strategy 52

Strategy Marketing Social Media Hospitality 52

GetFeedback

MAY 9, 2019

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. Stage 5 — Align: Being customer-centric is the norm in your company at this stage.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

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.

Omni-Channel 246

Omni-Channel Customer Service Chatbots Social Media 246

InMoment XI

OCTOBER 9, 2024

Tools like InMoment’s Survey Builder enable customized survey design to help you capture customer insights easily and quickly while reducing survey fatigue. Ask your customers relevant and impactful questions. Monitor social media comments and reviews. Prioritizing feedback for business goals.

Feedback 195

Feedback How To Social Media B2C 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.” More data sources mean a richer understanding of your customer, which can lead to better decision-making.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

Comm100

DECEMBER 11, 2017

Social Media Support. Social media is not just for individuals. Many of the biggest brands use it as a way of communicating with the customers in a more customer-centric way. Companies can share interesting content and answer questions from customers on social media platforms.

Customer Experience 152

Customer Experience Social Media Self Service Multi-Channel 152

Lumoa

APRIL 22, 2020

It becomes tempting to make wild guesses that just aren’t bringing ROI. When companies don’t appear to listen to feedback, this damages the customer experience, and makes customers less likely to offer feedback in the future. Unfortunately, the bigger your company gets, the harder it is to cope with the volume of feedback.

B2B 195

B2B Survey Net Promoter Score Social Media 195

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. We’re not the only ones obsessed with the Voice of the Customer.

How To 150

How To ROI Policies Analysis 150

Lumoa

JANUARY 11, 2022

Improves Business Profit The business profit comes from the customers, and if your customers are happy with your brand, they will come back. Aiming for a high NPS score will help you in increasing your profit and achieve a high ROI on your customer experience. NPS surveys or full NPS analytics?

NPS 243

NPS Software Net Promoter Score Survey 243

CloudCherry

JANUARY 21, 2020

For VoC insight to be meaningful, companies need to be able to collect feedback across multiple channels- possibly in various languages. 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

Eptica

NOVEMBER 7, 2018

Date: Wednesday, November 7, 2018 Author: Olivier Njamfa - CEO & Co-Founder 3 ways to deliver real value from Voice of the Customer insight. It also ignores the vast majority of interactions within the customer journey – Eptica estimates that there are 463.5 Published on: November 07, 2018. Share this page on: Tweet.

Customer Insights 66

Customer Insights Social Media ROI Consumers 66

Lumoa

NOVEMBER 10, 2021

Organizations that dedicate their energies to customer experience design find ways to let their customers know that they are valued, and commit to a strategy that can lead to measurable improvements in churn, retention, conversions, and ROI. A good CX design addresses the subjective and objective needs of the customer.

Customer Experience Design 195

Customer Experience Design Customer Experience Customer Journeys Touchpoint 195

Thematic

JUNE 17, 2024

Measuring the ROI of your Voice of the Customer (VOC) program can be a challenge for many businesses. While VOC data holds valuable insights, it’s often difficult to quantify the impact of these insights on business outcomes like revenue growth, customer retention, and overall business growth.

ROI 62

ROI Net Promoter Score Return on Investment Analysis 62

SurveySensum

FEBRUARY 17, 2025

Are you still analyzing your customer feedback manually? In this digital age, where feedback can be gathered from multiple sources from social media posts to online reviews, it has become imperative that you dont miss anything as each of these customer activities can be valuable for your business.

Analytics 52

Analytics Tools Multi-Channel Analysis 52