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

JUNE 27, 2024

Sales and delivery teams provide invaluable data through regular customer interactions. Insights from these teams at companies like Salesforce, DHL, and Walmart highlight trends and areas for improvement. Data analytics is critical for processing vast amounts of information to uncover patterns and actionable insights.

Strategy 460

Strategy Customer Experience Net Promoter Score Customer Centricity 460

eglobalis

JULY 31, 2024

These platforms also offer social listening capabilities to monitor customer sentiment and respond proactively. By analyzing social media interactions, companies can gain valuable insights into customer opinions, preferences, and emerging trends, allowing them to adapt their strategies accordingly and foster stronger customer relationships.

Customer Experience 434

Customer Experience Social Media Analytics Chatbots 434

Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . What they need is a full picture—the “why” of customer behavior.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

ECXO

JULY 10, 2024

Despite its widespread use across various industries, NPS has come under scrutiny for not providing a holistic view of the customer experience. This article examines the critiques of NPS, its performance in different business contexts, and emerging global trends in customer feedback strategies.

Metrics 374

Metrics Analysis Feedback NPS 374

InMoment XI

APRIL 18, 2023

InMoment’s Simon Benns sat down with her on the recent XI Cafe Podcast to chat with Mary Anne about what you can expect to see at The Customer Show this year, as well as getting Mary Anne’s insider knowledge as to what are the key trends and concerns for CX professionals in APAC.

ROI 195

ROI Insurance Tips Healthcare 195

eglobalis

JULY 2, 2024

Furthermore, it investigates contemporary global trends in customer feedback strategies that advocate for a shift beyond simplistic metrics. Revenue Growth: Tracks growth directly attributed to customer experience initiatives. Customer Retention Rate (CRR) : Measures the ability to retain customers over time.

NPS 461

NPS Feedback Net Promoter Score B2C 461

Thematic

MARCH 18, 2025

." That’s exactly why customer insights platforms are essential. These tools help businesses analyze feedback, track behaviors, and uncover trends. That way, you can easily understand what customers truly want. What is a Customer Insights Platform? And Why Do You Need One?)

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

ECXO

JULY 29, 2024

Sales and Delivery Teams : Providing invaluable data through regular customer interactions. Insights from teams at firms like IBM, FedEx, and Target highlight trends and areas for improvement. Data Analytics : Processing vast amounts of information to uncover patterns and actionable insights.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

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

ECXO

AUGUST 12, 2024

MarTech offers viable solutions to these issues: Data Integration and Quality: CDPs and data integration tools streamline data collection and unify customer profiles, ensuring consistent and personalized experiences.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

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

Comm100

MAY 5, 2022

Gain valuable customer insights. By introducing AI-powered chatbots into their digital support offering, banks gain valuable insights into customer behaviors and patterns. Over time, these trends can be analyzed to help mitigate common issues and improve customer interactions. ROI of banking AI chatbots.

Chatbots 130

Chatbots Banking ROI Omni-Channel 130

Calabrio

FEBRUARY 28, 2025

This analysis identifies patterns, trends, and insights that would be impossible for humans to detect manually. AI can also predict future customer behaviors and preferences by harnessing historical interaction data and current conversation contexts. Plus, AI has driven an increase in the capacity of contact center tools.

Contact Center 130

Contact Center Analytics Analysis Self Service 130

InMoment XI

NOVEMBER 15, 2023

By leveraging customer experience analytics, not only can businesses stay ahead of the competition but also uncover valuable trends and patterns that can significantly impact their growth and market leadership. Identify Trends and Patterns : Look for common themes and issues within the data to pinpoint areas for improvement.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

C3Centricity

APRIL 2, 2018

A more recent study by BCG and GRBN resulted in an Invest in Insights Handbook to help organisations report on the ROI of the insights function. They found that those who measure their ROI have found a seat at the decision table, increased budgets, and more control. Difficulty in isolating impact of consumer insights.

Handbook 275

Handbook Marketing ROI Social Media 275

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

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

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

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

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

InMoment XI

AUGUST 13, 2024

Marketing Departments Marketing teams can use conversation intelligence software to gain deeper insights into customer behavior and preferences. This data-driven approach allows for more targeted marketing strategies, improved messaging, and better-aligned content that speaks directly to customer needs.

Software 195

Software Social Media Analytics Return on Investment 195

Lumoa

SEPTEMBER 8, 2021

Re-Align the Function of Customer Insights Customer experience thought leader Shep Hyken says , “Customer service is not a department. Customer insights teams should focus on coaching everyone in your organization on finding the latest analytics and knowing how to action them. ” He is right.

Customer Experience Management 195

Customer Experience Management CEM Customer Experience Management 195

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

Lumoa

APRIL 21, 2022

People who lead Customer Support functions are very well aware of the challenges. You are also very well aware of where you want to go; RevOps, with 69% of you saying your primary reason for gathering customer insights is to increase revenue and reduce churn. To me, that’s hugely positive. You can do this. A simple example.

How To 195

How To Self Service Banking Customer Satisfaction 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

GetFeedback

JANUARY 27, 2020

ROI: If VoC results aren’t tied to clear financial metrics or business goals, you can’t validate the impact of your program. After all, it’s important to close the loop on your VoC strategy and deliver customer insights to stakeholders and business leaders. You may also want to consider a 1-to-many strategy.

How To 221

How To Customer Journeys Feedback Survey 221

InMoment XI

JULY 16, 2024

Platforms like X, Meta/Insta, YouTube, and Google shape brand perceptions and impact purchasing decisions, directly affecting your ROI. Customers expect not only to be heard but also understood and swiftly responded to. Analyzing this data provides deep insights into customer preferences, emerging trends, and common pain points.

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. Customers expect not only to be heard but also understood and swiftly responded to. Analyzing this data provides deep insights into customer preferences, emerging trends, and common pain points.

Tips 195

Tips Management Social Media Hotels 195

CX University

FEBRUARY 13, 2025

Advanced visualization: JourneyTrack provides a “Map of Maps” – a journey atlas – feature, allowing users to visualize complete customer journeys and organize them in purchase funnels or other relevant visualizations. “This partnership represents a significant advancement in CX education,” stated Dr.

Customer Journeys 72

Customer Journeys Software Innovation Course 72

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. All customer experience metrics used today are lagging indicators of growth. You’re measuring what already happened with customers. These metrics are about what customers will soon experience.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

Lumoa

MARCH 12, 2023

It enables you to leverage customer data to provide personalized experiences. Better targeting and customer engagement results in more sales. Real-time insights into customer preferences and trends makes it easier to identify opportunities for cross-selling, upselling, and personalized promotions. Data privacy.

Customer Experience 195

Customer Experience Customer Journeys NPS Analytics 195

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

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

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

InMoment XI

SEPTEMBER 5, 2024

This allows for the prioritization of problems based on their urgency and potential impact on customer satisfaction. Drive Product Innovations Voice of the Customer data helps companies stay aligned with market trends and shifts. Increasing that will cause your customers to promote your brand for you.

Effort Score 195

Effort Score Net Promoter Score Customer Journeys Metrics 195

CSM Magazine

APRIL 18, 2023

Understanding customer insights is essential to maximizing the return on your business investments, as expected. And in this article, we’ll explore some strategies for using customer insights to drive meaningful growth—focusing on how companies like yours can use these powerful tools to increase their ROI significantly!

Return on Investment 52

Return on Investment Customer Insights Strategy Competitive Advantage 52