InMoment XI

DECEMBER 18, 2024

As a result, agents can focus on strengthening customer relationships with a personalized and empathetic approach. Automation empowers businesses to boost operational efficiency, enhance customer satisfaction , and reduce costs. This approach provides a comprehensive view of the customer experience in one place.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

ECXO

OCTOBER 23, 2024

By acting upon this feedback, businesses can address customer concerns effectively, turning negative experiences into positive ones and strengthening customer relationships. The tool also offers personalized product recommendations based on customers’ preferences and purchase history.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

InMoment XI

NOVEMBER 13, 2024

Identifying at-risk customers early enables businesses to re-engage them with tailored incentives. It improves customer relationships. Predictive insights highlight what matters to your customers. For example, offering proactive customer support or loyalty rewards helps retain customers by showing them you care.

Customer Retention 195

Customer Retention How To Analysis ROI 195

InMoment XI

NOVEMBER 19, 2024

Inaccurate financial reporting can affect investment decisions and stakeholder trust. The model wrongly summarized a Q3 financial report for Gap, incorrectly reporting the gross and operating margins. For example, the report stated a gross margin of 37.4 For example, the report stated a gross margin of 37.4

Contact Center 195

Contact Center Healthcare Training Financial 195

eglobalis

JULY 2, 2024

Despite its simplicity, more than 75% of organizations are projected to phase out NPS as a Measure of Success for Customer Service and Support by 2025, according to Gartner. This approach ensures a comprehensive evaluation of customer experience efforts, fostering continuous improvement and adaptation to evolving customer expectations.

NPS 453

NPS Feedback Net Promoter Score B2C 453

InMoment XI

OCTOBER 23, 2024

By providing industry-specific insights, whitepapers, or reports on market trends, you can establish yourself as an authoritative bank. Customer experience in digital banking There is a growing willingness among customers to embrace digital banking because of its convenience.

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

NOVEMBER 14, 2024

Sentiment Analysis Competitor Analysis Multi-Platform Coverage Keyword and Hashtag Tracking Analytics and Reporting Content Creation and Scheduling CRM Integration A social listening tool lets you tap into online conversations around your business. Reporting tools allow you to present these insights to stakeholders in a clear manner.

Tools 195

Tools Social Media Customer Experience Analysis 195

ECXO

NOVEMBER 19, 2024

By delving into the lessons offered by this epic franchise, businesses can unlock new strategies for improving customer experience, solidifying their place in a galaxy that is always evolving and expanding. Customer Complaint Analysis : Treat complaints as learning opportunities. This can lead to continuous CX improvements.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

eglobalis

JULY 31, 2024

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. Businesses will be able to track and measure customer journeys with greater accuracy.

Customer Experience 428

Customer Experience Social Media Analytics Chatbots 428

InMoment XI

NOVEMBER 22, 2024

Leverage automation to provide instant updates to customers, saving you time to invest in stronger customer relationships. A user feedback tool simplifies the collection and analysis of customer opinions. These integrations help your teams transform customer data into actionable insights.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

Calabrio

MARCH 25, 2025

Types of VoC Tools Voice of the Customer tools can, broadly speaking, be categorized into three main types, each serving a distinct purpose in capturing and analyzing customer feedback: Reporting and analytics tools These tools are designed to extract meaningful insights from customer interactions.

Software 130

Software Customer Journeys Tools Contact Center 130

InMoment XI

SEPTEMBER 28, 2021

Every company executive will agree that having loyal customers is a key to business success. But what are executives really doing to encourage customer loyalty? Most businesses will point to their customer care training or customer relationship management (CRM) system and count on these tools to build loyalty.

Loyalty 389

Loyalty Tips Feedback Advertising 389

InMoment XI

JUNE 28, 2022

This acquisition empowers InMoment customers to do just that! Announcement #2: InMoment Named a Leader in People-Oriented Text Analytics Platforms Report for Q2, 2022. Our next InMoment announcement covers a report by third-party analyst, Forrester, entitled “The Forrester Wave : People-Oriented Text Analytics Platforms, Q2, 2022.”

Analytics 74

Analytics Feedback Report Industry 74

eglobalis

JUNE 27, 2024

Implementing Technology Solutions Investing in technology that enhances the customer experience is essential. Regular Reporting and Reviews: Establish a cadence for regular reporting and reviews of CX metrics. Integrating technology and data analytics helps in gathering and analyzing customer insights to inform decision-making.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

InMoment XI

OCTOBER 29, 2024

Familiarity and nostalgia create a sense of connection that can strengthen customer relationships. Personalization : Experiences tailored to customer profiles encourage loyalty. This is because they make customers feel understood and appreciated. How Do You Measure Customer Loyalty Analytics?

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

ECXO

AUGUST 12, 2024

By leveraging social listening capabilities, companies can monitor customer sentiment and adapt strategies to strengthen customer relationships. Analytics and Reporting Tools: Solutions like Google Analytics and Tableau provide comprehensive insights into marketing performance across channels.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

ECXO

JULY 29, 2024

Implementing Technology Solutions Investing in technology that enhances the customer experience is essential. Regular Reporting and Reviews : Establish a cadence for regular reporting and reviews of CX metrics. Integrating technology and data analytics helps in gathering and analyzing customer insights to inform decision-making.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

OCTOBER 30, 2024

For instance, by utilizing chatbots to quickly respond to customer complaints, companies can save hours’ worth of time that can be invested into building rich customer relationships. McKinsey & Company ) Approximately one in six customers report that insurers don’t follow up with them after an initial discussion.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

Customer Bliss

NOVEMBER 18, 2020

.” Steinbeck’s prose reminds us that no matter how comprehensive and accurate our modern metrics, they will never completely capture the magic and mystery of an engaged and joyful customer relationship. Happy holidays! About Chip R. Dr. Chip R.

Customer Centricity 288

Customer Centricity Metrics Innovation Measurement 288

InMoment XI

DECEMBER 3, 2024

Customer experience (CX) is emerging as a significant competitive advantage for businesses. Customer-centric companies realize an 80% increase in revenue and report 60% higher profit than those that don’t focus on customer experience. This competitive edge is the result of a stronger focus on customer relationships.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

GetFeedback

DECEMBER 21, 2018

More and more, companies are recognizing just how much customer happiness impacts revenue , and they’re focusing on transforming their customer experience to meet modern expectations. 42% of respondents have left a business due to poor customer service. ( Cultivate customer relationships. New Voice Media ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms.

Report 98

Report Trends Customer Success Self Service 98

SurveySensum

NOVEMBER 1, 2024

According to The 2023 State of Social Media Report, business leaders recognize that building brand reputation and loyalty is their top priority. Transformative Spending Power Loyal customers are worth their weight in gold. Why Brand Loyalty Matters? The heartbeat of successful businesses is brand loyalty.

Loyalty 52

Loyalty Customer relationships Brands Sales 52

PeopleMetrics

JANUARY 30, 2025

Today, I want to revisit this evolution and explore how AI is reshaping VoC programsnot by replacing human connection, but by enabling deeper, more meaningful customer relationships. In the old days, it might have taken months to notice this pattern through quarterly CSAT reports. VoC software changed all that.

Social Media 110

Social Media Telecommunications Hospitality Call Center 110

ECXO

MARCH 6, 2025

In this way, journey mapping and redesign directly contribute to stronger customer relationships and better business outcomes. Voice of the Customer and Feedback Loops Listening to customers is at the heart of any customer experience initiative.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

JANUARY 22, 2025

driving across town only to find the supermarket doors locked) can damage your brands reputation and even sever a customer relationship. Data-rich reporting and insights: Moz Locals robust insights outperform many others. Worse, if they see incorrect information and take action based on it, the negative experience (e.g.,

Software 195

Software Management Social Media Multi-Channel 195

Calabrio

MARCH 5, 2025

Deliver Automated Reporting and Dashboards: Customer experience analytics solutions can automate the creation of comprehensive reports and dashboards, providing stakeholders with up-to-date insights into CX performance. These reports can be customized to track key metrics and monitor progress over time.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

InMoment XI

JANUARY 27, 2025

Agents began listening for customer cues and started upselling, cross-selling, and suggesting relevant products, driving greater value. Even if just 2% of interactions reveal an opportunity to cross-sell or up-sell, thats more than 100,000 opportunities to grow those customer relationships. And it doesnt stop there.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

Comm100

OCTOBER 17, 2023

Analytics and Reporting : Gather data on customer interactions, identify trends, and make improvements based on insights. Key Features : Shared email inbox, knowledge base, live chat, reporting, customer profiles. Zendesk Zendesk is a widely recognized cloud-based customer service platform.

Software 243

Software Chatbots Customer Service Knowledge Base 243

InMoment XI

JULY 4, 2022

CX Network, an online CX organization sponsored by InMoment, recently asked a panel of over 250 customer experience experts across the globe what the top obstacles complicating customer experience investments were., and compiled them into a report.

ROI 370

ROI Return on Investment Social Media Survey 370

AWS Machine Learning

APRIL 3, 2025

This enables our sales teams to quickly create initial drafts for sections such as customer overviews, industry analysis, and business priorities, which previously required hours of research across the internet and relied on disparate internal AWS tools.

Sales 99

Sales Knowledge Base CRM System 99

Experience Investigators by 360Connext

JANUARY 18, 2022

Yet in some organizations, customer experience training is reserved for those who are in customer service roles only. And that training can feel tactical and task-driven, like explaining how to track customer records in a Customer Relationship Management (CRM) platform.

How To 378

How To Customer Journeys Culture Training 378

eglobalis

AUGUST 13, 2024

In terms of financial performance, Samsung reported an impressive overall revenue of approximately $240 billion USD in the last fiscal year. Financially, Apple reported an astonishing overall revenue of approximately $394 billion USD in the last fiscal year, reaffirming its position as one of the most profitable companies globally.

e-support 507

e-support Innovation Customer Centricity Loyalty 507

ECXO

JUNE 23, 2024

This involves not only training your team on customer success principles but also ensuring that every department within your company understands and prioritizes the customer’s success and satisfaction. Furthermore, implementing the right technology and tools is paramount for the success of your customer success team.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Retently

MARCH 11, 2025

Example: If multiple customers report that a pair of jeans runs too small, this needs to be flagged to the product team ASAP in order to update sizing information or adjust the fit in future production runs. A CX Manager ensures that feedback doesnt just sit in a report but leads to improvements. A CX Managers job never stops.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

GetFeedback

DECEMBER 26, 2018

Your CRM is where your customer information lives. It’s where you manage your customer relationships and interactions. So when you implement a Net Promoter Score program at your organization, it only makes sense for that customer feedback to live alongside the rest of your customer data. What did they buy?

Net Promoter Score 210

Net Promoter Score NPS Measurement How To 210

Comm100

SEPTEMBER 28, 2022

Number of chats Agent utilization rate Average wait time Average chat time First contact resolution Invitation acceptance rate Sales conversion rates Visitor logs and wrap-up notes Customer satisfaction scores. Live Chat Benchmark Report 2022. You can analyze this metric by viewing your chat volume report. Click here.

Measurement 246

Measurement Average Handle Time Wait Times Effort Score 246