InMoment XI

OCTOBER 30, 2024

Customers are increasingly demanding faster, more accurate, and personalized experiences. These expectations stem from a need for both efficient digital solutions and the human touch of in-person interactions. A positive customer experience fosters trust and satisfaction. It improves customer satisfaction across all touchpoints.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

InMoment XI

NOVEMBER 7, 2024

Furthermore, 86% of those leaders also agree that AI and automation have helped them scale their operations, with the majority believing those tools are more effective for scaling operations than hiring more customer service representatives. What is Customer Experience Automation?

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

InMoment XI

OCTOBER 23, 2024

Customer experience in banking refers to the thoughts, opinions, and feelings customers have about every interaction with your financial institution. From visiting your physical branch to paying an electricity bill through your app, each interaction with a touchpoint contributes to a customer’s perception of your business.

Banking 195

Banking Customer Experience Effort Score Financial 195

eglobalis

JUNE 27, 2024

Introduction Delivering superior customer experience (CX) is paramount for business success. A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions.

Strategy 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

InMoment XI

OCTOBER 29, 2024

Loyal customers help your business by: Purchasing your product or service repeatedly Recommending your brand to friends and family Boosting your engagement by interacting with you online Providing thoughtful customer feedback to help you improve The Importance of Customer Loyalty Customer loyalty is crucial to business growth and sustainability.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

Experience Investigators by 360Connext

DECEMBER 10, 2024

Customer experience management, or CXM, is the process of understanding and managing your customers interactions with your brand to create positive experiences at every touchpoint. Defining What Customer Experience ROI Looks Like There are countless ways to show the value of your CX efforts.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

ECXO

JULY 29, 2024

Designing and Rolling Out a Global Customer Experience Strategy Introduction Delivering exceptional customer experience (CX) is essential for any successful business. This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. This article delves into the top ten MarTech solutions, that significantly improve CX outcomes.

Customer Experience 425

Customer Experience Social Media Analytics Chatbots 425

InMoment XI

OCTOBER 24, 2024

A customer engagement platform is a tool that allows businesses to interact with customers on different platforms, all in one place. Customer engagement platforms consolidate customer data into one location and provide tools to engage customers consistently and personally, regardless of how they interact with your business.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

Calabrio

MARCH 25, 2025

It goes beyond simply collecting feedback; it’s about actively listening to customer sentiment across all touchpoints. In today’s digital landscape, this involves gathering data from diverse sources like surveys, social media, online reviews and, crucially, contact center interactions.

Software 130

Software Customer Journeys Tools Contact Center 130

InMoment XI

NOVEMBER 21, 2024

Voice of Customer analysis enables you to capture these key insights for customer satisfaction and retention. For example, this analysis can reveal why a customer canceled their subscription to your service. Customer Effort Score (CES) measures how much effort customers have to put into interactions with your business.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

InMoment XI

DECEMBER 10, 2024

Encourage Long-Term Engagement Engagement is crucial to keeping customers connected to your brand. Regular interactions remind customers of the value you offer and encourage long-term loyalty. It flags potential pain points early: Analyzing the customer journey helps you spot and address issues that might lead to churn.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

eglobalis

AUGUST 19, 2024

Encourages Gaming the System Employees may manipulate customer interactions to boost NPS scores rather than genuinely improving the customer experience. Limited Predictive Power NPS does not consistently correlate with key business outcomes such as revenue growth or customer retention.

NPS 434

NPS Net Promoter Score Effort Score Metrics 434

Lumoa

FEBRUARY 9, 2023

Artificial Intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 372

B2B Strategy Customer Experience Customer Journeys 372

InMoment XI

NOVEMBER 22, 2024

InMoment’s survey design tools enable you to quickly create custom surveys that collect user feedback for tracking NPS. Churn Rate Customers churn when they stop using or interacting with your SaaS product. Churn rate tracks the number of customers who abandon your product within a certain period.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

eglobalis

SEPTEMBER 5, 2024

What if the secret to skyrocketing your revenue lies in understanding not just what your customers do, but how they feel? In a world where every interaction counts, successful companies aren’t merely focused on closing deals—they’re laser-focused on keeping customers happy, loyal, and engaged.

Metrics 419

Metrics Customer Success Customer Experience Effort Score 419

Experience Investigators by 360Connext

JANUARY 7, 2025

Your CX strategy should reflect where your organization currently stands with its customer experience and define a clear vision for where you can go next. A well-defined CX strategy can help you drive tangible business outcomes: Greater customer retention, a stronger brand reputation, and faster revenue generation.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

InMoment XI

MARCH 4, 2022

Are you focused on increasing customer retention by identifying customers who had a poor experience? Do you want to “grade” your outlets or employees on their ability to serve customers? Do you want to assess which specific customer-handling processes are and are not working?

Survey 417

Survey Customer Experience Touchpoint Exercises 417

ECXO

JULY 10, 2024

The Need for Comprehensive Metrics in B2B and B2C Contexts In B2C environments, where interactions are more transactional, NPS can be a useful indicator of customer advocacy. Customer Satisfaction (CSAT) : Evaluates satisfaction with specific interactions.

Metrics 374

Metrics Analysis Feedback NPS 374

eglobalis

OCTOBER 1, 2024

Each team is aligned to improve customer satisfaction, and no department is left behind. To facilitate collaboration between CX (Customer Experience) and Finance, the company can set a shared KPI related to customer retention rates and link it to financial performance metrics.

Customer Journeys 440

Customer Journeys Culture Leadership Effort Score 440

GetFeedback

MAY 9, 2019

What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience? Why is customer experience important? The short answer: Customer experience determines whether your organization succeeds or fails. This one’s easy.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

InMoment XI

FEBRUARY 24, 2022

Then put it under categories like customer acquisition, customer retention, cross-sell and up-sell, cross-savings, etc. By parsing out the problems your team is solving for, you can show executives how they map onto the customer journey. It can be a customer story, verbatims, videos, etc., Tip #2: Tell Stories.

Tips 370

Tips ROI Metrics Touchpoint 370

eglobalis

JULY 2, 2024

B2B vs. B2C Perspectives In B2C environments, where transactional interactions are straightforward and brand loyalty is clearer, NPS can serve as a reliable indicator of customer advocacy and satisfaction. Customer Satisfaction (CSAT) : Evaluates satisfaction with specific interactions or transactions.

NPS 450

NPS Feedback Net Promoter Score B2C 450

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.

Customer Retention 119

Customer Retention B2B Customer Journeys Loyalty Programs 119

Calabrio

MARCH 25, 2025

Table of Contents: Understanding call center agent performance Essential call center agent metrics and KPIs 10 strategies to improve contact center agent performance Understanding call center agent performance Even in our increasingly AI-driven era, human interactions are still central to the work of contact centers and the value they deliver.

Call Center 130

Call Center Measurement Self Service How To 130

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

Customer Journeys 122

Customer Journeys Touchpoint B2B Social Media 122

Optimove

FEBRUARY 12, 2025

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: The holiday season is critical for retailers as it often brings a surge in sales driven by new and one-time shoppers. These efforts not only engage customers but also position brands as a source of inspiration and utility.

Customer Retention 52

Customer Retention Strategy Loyalty Programs eBook 52

Happy or Not

DECEMBER 9, 2024

Retaining customers is essential for business growth. At HappyOrNot, we understand that the key to boosting customer retention is effectively using feedback analytics. Feedback insights help craft a customer retention strategy that keeps loyal customers happy as well as attracts new ones.

Customer Retention 36

Customer Retention Analytics Feedback Analysis 36

InMoment XI

MARCH 22, 2025

Conversational intelligence involves analyzing customer interactions with your business to assess engagement, intent, and sentiment. For example, service renewals may not always indicate customer happiness, as some customers may be renewing their subscriptions while actively looking for something better.

Effort Score 195

Effort Score Average Handle Time Contact Center Customer Retention 195

Lumoa

NOVEMBER 8, 2018

Use an NPS survey to track customer loyalty over time, send out CES surveys to understand how easy it is for customers to get the support they need or distribute CSAT surveys to understand how satisfied customers are after key touchpoints in the customer journey. Image by Retently.

Metrics 405

Metrics Net Promoter Score Customer Experience Effort Score 405

InMoment XI

SEPTEMBER 17, 2024

With younger generations becoming the dominating force in the overall consumer base it is more important than ever to be able to identify their needs and understand how they want to interact with your brand. The customer journey is the process a customer goes through from awareness to purchasing and beyond.

Customer Journeys 195

Customer Journeys Net Promoter Score Self Service Touchpoint 195

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. artificial intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Accenture , 85% of customer interactions will be managed with AI by 2020.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. Key Takeaways Reviewing and analyzing customer feedback is a daily priority CX Managers track reviews, surveys, support tickets, and returns to spot patterns and escalate critical issues.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

ECXO

JUNE 15, 2021

It’s not a project that you start and finish nor just about offering great customer service. Customer-centricity results as an outcome offering a great experience to the customer across all touchpoints: from the awareness stage, through the purchasing process and finally through the loyalty process.

Customer Centricity 358

Customer Centricity Culture Tips Company 358

CSM Magazine

FEBRUARY 6, 2025

Customer Retention: Clear strategies lead to improved experiences, encouraging repeat customers. Growth & Innovation: By setting milestones, you can measure success and explore new opportunities for enhancing customer interactions. 6 Key Steps to Building a Customer Service Roadmap 1. Let’s begin!

Roadmap 83

Roadmap Self Service Customer Service Customer Journeys 83

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey? Ask us about our free shipping codes!”).

Customer Journeys 213

Customer Journeys B2C Social Media Omni-Channel 213