Calabrio

MARCH 25, 2025

Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. Table of Contents What is the Voice of the Customer (VoC)?

Software 130

Software Customer Journeys Tools Contact Center 130

ECXO

OCTOBER 27, 2024

How Customer Success Metrics Are Reshaping the Subscription Economy Introduction The subscription economy has redefined the way businesses operate, moving from one-time purchases to continuous customer relationships.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

Brandwatch CX

MARCH 27, 2025

This means that relationship marketingunderstands the long-term value of great customer relationships. bw_also_like id=”84283″] How to improve your relationship Relationship marketing makes sense in the age of the customer. This also includes being available at the time of day they are active.

Customer relationships 93

Customer relationships Marketing How To Social Media 93

eglobalis

JANUARY 20, 2025

CX goes beyond transactional efficiency; it encompasses empathy, responsiveness, and a commitment to solving customer problems proactively. Delivering tools, features, and functionalities that not only address customer needs but also foster the most critical factor for success in today’s SaaS and cloud solutions: adoption.

B2B 418

B2B Loyalty Loyalty Programs Innovation 418

ECXO

MARCH 6, 2025

Leadership needs to clearly communicate why customer experience is vital and continuously reinforce that message. Storytelling is a powerful tool here sharing real customer stories, both successes and failures, can help employees emotionally connect to the impact they have on customers.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

NOVEMBER 21, 2024

Their feedback across various touchpoints on the customer journey will highlight how you can better retain similar customers. Importance of Customer Analytics Customer analytics provides a blueprint for delivering exceptional customer service. For example, a customer reviews your latest feature in a Facebook post.

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. Automation reduces repetitive tasks, allowing agents to focus on complex customer queries.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

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? What is Customer Experience Automation? Customer experience automation refers to automating interactions or touchpoints throughout the customer journey. InMoment 2.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

InMoment XI

OCTOBER 24, 2024

This can be done by using a customer engagement platform. What is a Customer Engagement Platform? A customer engagement platform is a tool that allows businesses to interact with customers on different platforms, all in one place. With the InMoment XI Platform, you can handle all your customer data in one place.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

eglobalis

MARCH 18, 2025

Building Long-Term Relationships Establishing and maintaining long-term customer relationships often relies on human interaction. Challenges: Training AI to comprehend and appropriately respond to diverse cultural nuances and language intricacies is challenging, as it requires extensive data and contextual understanding.

Interaction 352

Interaction Culture Virtual Agent Loyalty 352

InMoment XI

AUGUST 15, 2023

Among the arsenal of tools available to create continuous positive experiences, predictive analytics software and, more specifically, predictive analytics tools stand out as game-changers in not only understanding customer behavior but also in shaping exceptional customer experiences. What Are Predictive Analytics Tools?

Analytics 195

Analytics Tools Customer Experience Retail 195

ECXO

OCTOBER 23, 2024

By addressing customer issues before they escalate, businesses can significantly improve customer satisfaction and loyalty. Sentiment Analysis for Real-time Feedback: Understanding customer sentiment is crucial for delivering exceptional customer support.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

ECXO

AUGUST 12, 2024

By utilizing sophisticated algorithms, these tools deliver personalized content at optimal times, leading to higher conversion rates and enhanced customer satisfaction. Customer Data Platforms (CDPs): CDPs like Segment and Tealium unify customer data from multiple sources, providing a comprehensive, real-time view of each customer.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

eglobalis

JULY 31, 2024

This comprehensive exploration will shed light on how businesses across the globe can harness the power of MarTech to elevate their customer experience to new heights. These platforms provide deep insights into customer feedback and behaviour, enabling businesses to make data-driven decisions to improve CX.

Customer Experience 425

Customer Experience Social Media Analytics Chatbots 425

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 450

NPS Feedback Net Promoter Score B2C 450

InMoment XI

DECEMBER 3, 2024

InMoment offers an all-in-one customer experience platform that collects and connects data from various channels across the customer journey. From survey design to data analysis, the software provides organizations with the tools to set up a VoC program. Focus on a cross-functional approach to improving customer experiences.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

eglobalis

MARCH 13, 2025

Facilitate collaboration between teams by aligning goals, sharing customer insights, and ensuring seamless internal workflows. Invest in the Right CX Tools and Technologies Provide leadership with data-driven insights by investing in CRM platforms, customer feedback systems, and journey analytics tools.

Leadership 232

Leadership B2B B2C Effort Score 232

InMoment XI

OCTOBER 29, 2024

Building customer loyalty results in higher retention, increased revenue, and positive word-of-mouth, which helps you stand out in competitive markets. To see how you could maximize your business revenue and ROI with InMoment’s voice of the customer (VoC) tools, fill out the ROI calculator below!

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

InMoment XI

OCTOBER 30, 2024

Here’s a quick breakdown of customer expectations by category: Health insurance customer experience : Customers expect easy access to healthcare networks. Clear communication and self-service tools are crucial to their satisfaction. McKinsey & Company ) How to Improve Customer Experience in Insurance?

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

InMoment XI

DECEMBER 10, 2024

In fact, it costs five times more to acquire new customers than it does to keep an existing one. But, what if you could predict and reduce customer churn to retain customers at risk of leaving you? With the right strategies and tools, you can prevent customers from taking their business elsewhere.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

NOVEMBER 19, 2024

Similarly, speech-to-text AI tools that transcribe audio recordings are prone to hallucinations. For example, transcription tools tend to insert random phrases from their training data when they encounter a pause in the audio. This is a significant figure given that the tool had been used to transcribe around 7 million patient visits.

Healthcare 195

Healthcare Contact Center Training Financial 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

InMoment XI

NOVEMBER 4, 2024

While the monetary fines imposed by the FTC are significant, the long-term damage to customer relationships and brand loyalty is much more alarming. Violating customer trust can take years to recover from, if at all. There are tools available that allow businesses to easily solicit reviews from their broader base of customers.

Policies 195

Policies Social Media Guidelines Financial 195

eglobalis

JUNE 27, 2024

Firms like Segment, Oracle, SAS, Tealium, and Treasure Data use CDPs to enable real-time analysis and personalized customer interactions. Feedback and complaint management tools are essential for promptly addressing customer issues. Customer surveys remain fundamental for gathering direct feedback.

Strategy 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

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

DCX

APRIL 1, 2025

Because here’s the hard truth—most customers don’t want a relationship. This week, I’m giving you two tools that will help you do just that. Why These Tools Matter These aren’t just nice frameworks—they’re field-tested tools designed for CX teams under pressure to deliver real results.

Self Service 52

Self Service Customer relationships Effort Score Touchpoint 52

eglobalis

AUGUST 19, 2024

While NPS provides a quick snapshot of customer sentiment, it often oversimplifies complex customer relationships, leading to frustration among businesses seeking deeper insights. This makes it less effective for understanding ongoing customer relationships and predicting future behavior.

NPS 434

NPS Net Promoter Score Effort Score Metrics 434

InMoment XI

OCTOBER 23, 2024

Moreover, by handling repetitive analytical tasks, AI systems allow human agents to invest more of their time and energy into forging strong customer relationships by resolving more complex issues. AI-powered feedback analysis can also help your bank capture meaningful insights from customer data to improve CX strategy.

Banking 195

Banking Customer Experience Effort Score Financial 195

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

JANUARY 27, 2025

Turning Customer Calls into Sales Opportunities: The Power of Active Listening and Suggestion The key to transforming a contact center from a cost center to a profit center lies in how you train and empower your agents with the right tools and active listening strategies to help them see every customer interaction as a potential opportunity.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

ECXO

JULY 29, 2024

Firms like BlueConic, Adobe, RedPoint Global, and Exponea use CDPs to enable real-time analysis and personalized customer interactions. Feedback and Complaint Management Tools : Essential for promptly addressing customer issues. Customer Surveys : Fundamental for gathering direct feedback.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

ShepHyken

JANUARY 14, 2025

It is a philosophy of creating positive and welcoming customer experiences that must be ingrained in every staff member, not just the frontline. It is a passion for ensuring that every guest (or customer) feels valued. Storytelling is a powerful tool that captures customers’ attention and curiosity.

Customer Experience 135

Customer Experience Hospitality How To Brands 135

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. AI-Powered Chatbots & Automation : Implement AI-driven tools to improve response times and enhance customer support.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

Calabrio

MARCH 5, 2025

Luckily, for businesses looking to deliver for their customers, the era of guess-and-check CX improvement is overas long as you can uncover the actionable insights in all that CX data. Well start with the basics, and then move on to the best practices and best CX analytics tools for creating a truly customer-centric approach in 2025.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

eglobalis

DECEMBER 4, 2024

Assertions that advancements in artificial intelligence (AI) and automation will replace human-led CX strategies overlook the complexity of customer relationships, the role of cultural nuances, and the limitations of technology in addressing human-centric needs across both B2B and B2C environments.

B2B 414

B2B Culture Government Innovation 414

Thematic

FEBRUARY 2, 2025

You’re probably here because you already know your business can benefit from text analytics but are overwhelmed about how to choose text analytics tools to match your business. We’re here to guide you in finding the perfect text analytics tool for your business. Scalability : Make sure the tool can handle growth.

Analytics 62

Analytics Tools Case Study How To 62

Calabrio

MARCH 11, 2025

These AI-powered QA tools have revolutionized the field, leveraging machine learning, natural language processing and more to help contact centers: Analyze 100% of interactions: Moving beyond limited sampling, AI can scrutinize every customer touchpoint, ensuring comprehensive coverage.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130