InMoment XI

NOVEMBER 7, 2024

Did you know that 92% of customer relationship management (CRM) leaders say AI and automation have improved customer service response times? Setting up automated journeys, such as welcome emails and post-purchase follow-ups, helps increase engagement and build stronger customer relationships.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

InMoment XI

OCTOBER 17, 2024

Knowing the right questions to ask can positively impact your customer relationships, but designing good questionnaires is certainly a challenge. With the help of InMoment’s AI-Powered Active Listening , you can leverage the power of award-winning generative AI to intelligently listen and respond to customers in real-time.

Feedback 195

Feedback Effort Score Survey Customers 195

ECXO

MARCH 6, 2025

Many organizations designate a specific executive owner for CX (such as a Chief Customer Officer or Chief Experience Officer) to lead the charge. Regardless of title, this leaders role is to rally different departments, secure resources, and keep the organization focused on customer-centric goals.

B2B 339

B2B Customer Journeys How To Effort Score 339

eglobalis

MARCH 13, 2025

Highlight Risk Mitigation : Discuss how a robust CX strategy can mitigate risks, such as customer churn and negative brand perception. By employing these strategies, you can effectively secure leadership commitment and allocate the necessary resources for a successful CX transformation.

Leadership 235

Leadership B2B B2C Effort Score 235

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

InMoment XI

NOVEMBER 21, 2024

Our free 2025 Consumer Trends Report highlights the key shifts transforming customer experience (CX) and what your business needs to stay competitive. 2025 Consumer Trends Report Get a first look at the trends that matter most and how they can impact your customer relationships, drive growth, and strengthen your overall strategy.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

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

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

Experience Investigators by 360Connext

JANUARY 7, 2025

Measurement should include both customer feedback data AND operational data. Heres a resource. Setting Clear and Actionable Customer Experience Goals Are your customer experience goals too vague or reactive? Related resources: Download our free CX Mission Statement Workbook and CX Success Strategy Statement Workbook.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

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

DECEMBER 21, 2021

A traditionally successful partnership will consist of senior leadership working in concert with operations, market research and human resources. The move toward commitment and advocacy is generally driven, and championed, by senior executives, though, of course, they can’t do it alone. Unfortunately, this is rarely the case.

Customer Experience 397

Customer Experience Loyalty Course Advertising 397

Experience Investigators by 360Connext

JULY 9, 2024

Discover how aligning personal and company values can enrich work experiences and create stronger customer relationships. Regis Hotel about the power of core values like transparency and collaboration in fostering a cohesive organizational culture. Don’t miss this insightful conversation packed with actionable takeaways!

Fashion 284

Fashion B2C Hotels Insurance 284

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

C3Centricity

AUGUST 2, 2021

Pre-sale, it is important to reduce or minimize the risk factor so the customer is more likely to buy. When you buy the wrong CRM (Customer Relationship Management) or ERP (Enterprise Resource Planning) system at work, you could be fired. When you buy the wrong toothpaste at home, your family might be disappointed.

Customer Relationship Management 317

Customer Relationship Management NPS CRM Loyalty 317

InMoment XI

DECEMBER 30, 2021

The Four Touchpoints in the SaaS Customer Journey Taking Immediate Action: Sustainable Strategy for Customer Follow-up Taking Strategic Action: Insights from Touchpoint Data. One of the strategies Pfeifer explained is to have a single-account view of feedback in a customer relationship management (CRM) dashboard.

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

InMoment XI

FEBRUARY 1, 2022

That’s why it’s so important to take a look at your existing customer data. This can be inferred data (such as customer relationship management data) or internal data (from emails, slack, and the like). Want to learn more about how you can start thinking outside the “customer experience survey” box?

Survey 396

Survey Customer Experience Social Media Data 396

ECXO

JANUARY 25, 2022

About Ray Gerber, Chief Product Officer Ray is a global leader in customer engagement technologies, with over 30 years of experience building innovative technologies for enterprises. He has extensive expertise in customer relationship management, customer decisions, and self-learning.

Customer Relationship Management 296

Customer Relationship Management Innovation Analytics Employee Experience 296

InMoment XI

OCTOBER 29, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. What Are the Different Types of Customer Loyalty? In general, loyal customers are a by-product of excellent customer service.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

Calabrio

MARCH 22, 2025

Leverage machine learning and analytics to predict call volume, anticipate changes, and then optimize schedules to minimize wait times and maximize resource utilization. Equip supervisors with real-time adherence data and tools to monitor agent performance and provide immediate support during customer interactions.

Contact Center 130

Contact Center Management Strategy Call Center 130

InMoment XI

DECEMBER 10, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. Identify Your Target Audience You can build the best product with high-quality customer support behind it. This connection encourages long-term relationships.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

Experience Investigators by 360Connext

JUNE 25, 2024

Can transparency and authenticity safeguard your customer relationships during a cybersecurity crisis? In this episode, Jeannie Walters shares insights into managing customer experience amid significant cybersecurity incidents.

Tips 210

Tips Survey Customer Journeys Customer relationships 210

InMoment XI

JANUARY 9, 2024

The B2B customer experience is a crucial aspect of building and maintaining successful and long-lasting relationships in the business world. Organizations that strategically allocate their resources to strengthen their customer experience focus stand to gain an edge over the competition. Customer relationships.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

ShepHyken

JANUARY 20, 2025

What is the key to building lasting customer relationships? Why do companies need to shift from a transactional relationship with their customers to a partnership? How can businesses add more value to their customers? Top Takeaways There are two types of customer relationships.

Customer relationships 74

Customer relationships Customer Retention Customers Sales 74

GetFeedback

DECEMBER 21, 2018

You’ll quickly gain visibility around customer preferences, and you can use that to make future decisions around strategy. Cultivate customer relationships. Brands are in the business of relationships, not the business of sales. Your customer relationships need to be mutually beneficial.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

ECXO

OCTOBER 30, 2024

Similarly, in the realm of customer experience, personalization is key. Customers today expect brands to understand their preferences, behaviors, and needs. Implementing data analytics and customer relationship management (CRM) tools can help businesses tailor their offerings and communication effectively.

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

ECXO

AUGUST 12, 2024

This approach underscores the importance of clear communication and understanding how each interaction can impact a user’s financial decisions, customer relationships, and overall satisfaction. Core Principles of Successful Digital Product Design User-Centered Design: Prioritizing the needs and behaviors of end-users is crucial.

User Experience 395

User Experience Case Study Financial e-support 395

InMoment XI

OCTOBER 23, 2024

Your bank can also assign dedicated staff to onboard customers onto digital platforms to ensure a smooth transition. Provide digital literacy resources to educate customers. Offer regular digital literacy classes or webinars to help customers become familiar with banking apps, online transactions, and cybersecurity practices.

Banking 195

Banking Customer Experience Effort Score Financial 195

Experience Investigators by 360Connext

AUGUST 20, 2024

Can sending an invoice actually enhance your customer relationship? Listen in to hear how to keep your customer experience consistent and positive from start to finish, guaranteeing that every interaction, no matter how routine, leaves your customers feeling valued and satisfied.

Touchpoint 200

Touchpoint Loyalty Tips Customer Satisfaction 200

Calabrio

MARCH 11, 2025

Data-Driven Decision Making: QA provides a wealth of data that informs strategic decisions related to training, resource allocation, and customer experience initiatives. It’s about leveraging technology and data to empower agents, optimize processes, and build lasting customer relationships.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

Calabrio

MARCH 25, 2025

Smaller organizations may find Medallias enterprise-focused solutions to be too resource-intensive to maintain, while contact centers may find more utility in solutions tailored to the needs of their workforce and customers. HubSpot HubSpot is a leading customer relationship management (CRM) provider.

Software 130

Software Customer Journeys Tools Contact Center 130

AWS Machine Learning

MARCH 14, 2025

Whether processing invoices, updating customer records, or managing human resource (HR) documents, these workflows often require employees to manually transfer information between different systems a process thats time-consuming, error-prone, and difficult to scale. Follow the instructions in the provided GitHub repository.

Groups 123

Groups Sports CRM Tools 123

Joe Rawlinson

JANUARY 24, 2025

This clarity is especially vital for entrepreneurs who need to allocate resources wisely and mitigate risks. Similarly, predictive analytics can uncover untapped customer segments or emerging markets. Strengthening Customer Relationships with Personalization In todays competitive market, customers expect personalized experiences.

Analytics 78

Analytics Financial Return on Investment e-support 78

eglobalis

AUGUST 28, 2024

For instance, a person may have the desire and free will to become a professional athlete, but physical limitations or lack of resources can impede this aspiration. This respect for autonomy ensures that personalization enhances rather than impinges on the customer’s free will. This trust, in turn, fosters loyalty.

Customer Experience 340

Customer Experience Exercises Customer Service Representative Culture 340

Calabrio

FEBRUARY 28, 2025

Customer loyalty and retention: Through detailed analysis of customer interactions , speech analytics software helps businesses understand the factors that influence customer satisfaction and loyalty. This understanding enables companies to take targeted actions to maintain and enhance customer relationships.

Contact Center 130

Contact Center Analytics Analysis Self Service 130

ECXO

JULY 22, 2024

Unlocking B2B Success: The Essential Role of Onboarding, Design, and Customer Experience In the competitive world of B2B software and services, the trifecta of effective onboarding, innovative design, and exceptional customer experience is pivotal for driving adoption and fostering long-term customer relationships.

B2B 207

B2B Customer Experience Self Service e-support 207

InMoment XI

JULY 22, 2024

Capturing feedback in real time isn’t just about damage control—it’s about gaining insights into the customer experience during a crisis. This immediate understanding helps businesses prioritize issues, allocate resources effectively, and maintain a proactive stance rather than a reactive one. What Sources Should You Be Capturing?

Banking 195

Banking Feedback Social Media Call Center 195

Totango

FEBRUARY 12, 2025

For enterprise organizations, managing customer relationships is far from simple. The scale of operations, diversity of customer needs, and complexity of organizational structures create unique challenges. Yet, one constant remains critical understanding customer health. A robust customer health model offers a solution.

Effort Score 62

Effort Score ROI Metrics Customer relationships 62