InMoment XI

OCTOBER 31, 2024

A single negative experience with one of your agents can be enough to drive a customer to your competitor. Despite the availability of digital channels, many customers pick up the phone to complain or seek support. As a result, it’s important to deliver a positive call center experience that meets customer expectations.

Call Center 195

Call Center Metrics Self Service Effort Score 195

eglobalis

NOVEMBER 26, 2024

What good is being empathetic if customers still face recurring problems? CX isn’t about being “nice” in the superficial sense of politeness or pleasantries—it’s about deeply understanding customer needs and translating that understanding into tangible actions that solve real problems.

B2B 495

B2B B2C Culture Net Promoter Score 495

eglobalis

OCTOBER 14, 2024

Introduction: The Changing Landscape of CX Education Customer experience (CX) education has long relied on a model built around a set of 5-6 pillars. Every company faces unique challenges, and the needs of customers are constantly evolving, making a standardized approach inadequate. What about flexibility?

Customer Experience 447

Customer Experience Customer Journeys Case Study Innovation 447

eglobalis

MARCH 30, 2025

[link] Introduction: Todays businesses face a pivotal question: can emerging technologies like AI and real-time data platforms reduce or even replace the need for traditional customer surveys in managing customer experience (CX)? Many businesses have grown frustrated with this one-size-fits-all metric.

Survey 320

Survey Banking NPS Effort Score 320

InMoment XI

NOVEMBER 22, 2024

Customer experience (CX) is crucial to SaaS business success. Companies that focus on CX initiatives witness an 80% increase in revenue, highlighting the value of user feedback. With intense competition and changing customer preferences, businesses must better understand their users to stay ahead. It boosts revenue.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. In CX, the same applies to CSAT, CES, and whatever.

NPS 453

NPS Feedback Net Promoter Score B2C 453

eglobalis

DECEMBER 11, 2024

Experimentation helps you turn customer feedback into actionable improvements that drive satisfaction. Refine your CX personalization by continuously testing what truly resonates with customers. Experimentation and testing are often conflated, but they serve distinct purposes within a customer experience (CX) program.

Customer Journeys 356

Customer Journeys Effort Score Omni-Channel Social Media 356

InMoment XI

OCTOBER 25, 2024

Restaurant reputation management is the process of monitoring, responding to, and addressing feedback from various sources. Customers love talking about their experiences, especially if they had an exceptionally good or bad time. The average customer sentiment across the online space contributes to the restaurant’s reputation.

Feedback 195

Feedback Management Social Media ROI 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 422

Metrics Customer Success Customer Experience Effort Score 422

eglobalis

JANUARY 13, 2025

Through real-world examples and practical strategies, well explore how businesses can leverage these tools to enhance customer and agent experiences. AI is no longer just an emerging trend; its a transformative force in customer and agent experiences, driving measurable benefits across industries.

Customer Experience 411

Customer Experience Marketing Chatbots e-support 411

InMoment XI

MARCH 14, 2025

High-performing call centers do a great job at keeping customers satisfied, and theyre highly efficient, reducing operational costs. Your agents become more productive by learning whats going well and where they could improve, and your customers enjoy a better, more satisfactory experience. But high performance doesnt happen by chance.

Call Center 195

Call Center Metrics Tools First Call Resolution 195

InMoment XI

NOVEMBER 21, 2024

Customers are increasingly likely to switch brands if they don’t feel satisfied. 83% of customers agree they feel more loyal to companies that respond to and resolve their complaints. Loyal customers are likely to spend more and advocate for your brand. Voice of Customer analysis is a useful system for accomplishing this goal.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

ECXO

MARCH 11, 2025

B2B CX – Strategy & Business Alignment Originally posted here with our full version: [link] Introduction A successful Customer Experience (CX) transformation program must be deeply integrated with the business strategy of an organization. So, how can a B2B company practically align its CX transformation with business strategy ?

B2B 311

B2B Strategy Customer Journeys Net Promoter Score 311

eglobalis

OCTOBER 9, 2024

When customers provide feedback, especially in the B2B space, the temptation is often to take their requests at face value and immediately begin development. After all, customer-centric businesses thrive on understanding and addressing their customers’ needs. I’d also love to hear your experiences on this subject.

Feedback 511

Feedback ROI Innovation B2B 511

eglobalis

FEBRUARY 13, 2025

Empathy in customer experience is essential, but businesses must follow through with actionable solutions that drive results and improve growth and client retention. Empathy has taken center stage in customer experience conversations for years, praised as the foundation for client trust and emotional connection. Empower teams quickly.

Analytics 289

Analytics Measurement Metrics Feedback 289

ECXO

MARCH 6, 2025

How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. Leadership Commitment and Vision Leading a customer experience transformation starts at the top.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

JULY 14, 2022

And while they faced an immense challenge, the retail leader also saw an opportunity to emerge into a post-COVID world equipped with reliable data that would revitalize its customer experience, improve customer retention, and solidify brand loyalty. That’s when they turned to their team at InMoment. The Impact.

Feedback 397

Feedback Effort Score Retail Metrics 397

InMoment XI

DECEMBER 17, 2024

As your company begins to scale customer experience operations, it is possible for silos that cause different departments to use separate technologies and focus on different metrics, which fragments your understanding of the customer experience. What Is a Customer Experience Manager (CX Manager)?

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

DECEMBER 18, 2024

Contact centers play a significant role in customer experience management. They provide a central platform for handling customer interactions across various channels. Customers expect quick and seamless support when they pick up the phone or type an email. It boosts customer satisfaction.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

Retently

OCTOBER 16, 2024

Imagine transforming every email you send into an instant feedback opportunity. As email continues to be a major touchpoint for customer engagement – set to grow into a $17.9 billion market by 2027 – this simple addition to your signature could be your key to unlocking deeper insights into customer sentiment.

Feedback 134

Feedback Survey Effort Score Customer Satisfaction 134

ECXO

OCTOBER 23, 2024

Customer Service + AI = Customer Success 3.0 In the current extremely competitive (and sometimes even aggressive) market landscape, in which the power of the purchasing decision is in the hands of the customers and that quality and agility have become a given, organizations strive to provide exceptional customer experiences.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

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 is where a customer experience maturity model comes into play.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

InMoment XI

OCTOBER 29, 2024

A loyal customer is a valuable asset to your business. In fact, 64% of loyal customers are more likely to purchase frequently, and 31% are willing to spend more to stay with their brand of choice. Since customers have so many businesses competing for their attention, investing in customer loyalty can give you a major competitive edge.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

InMoment XI

NOVEMBER 14, 2024

From brand mentions to product discussions, you gain insight into customer sentiment to help make informed decisions. The right social media listening tool will help you analyze customer behavior and competitors to stay ahead of the pack. Sentiment analysis also helps with effective customer service.

Tools 195

Tools Social Media Customer Experience Analysis 195

Experience Investigators by 360Connext

OCTOBER 11, 2024

When customers face a challenge and need help, customer service or support representatives are their heroes — and organizations have invested a lot of time to make customer support a breeze in a growing number of channels: Store representatives are trained to empathize with customers and know how to quickly get them tailored solutions in person.

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. At the same time, B2B customer expectations have risen.

Leadership 234

Leadership B2B B2C Effort Score 234

eglobalis

DECEMBER 17, 2024

The customer experience (CX) landscape is undergoing a seismic transformation , with 2025-6 poised to be a defining year. Outdated metrics and strategies will be replaced by AI-driven innovations that promise to reshape how businesses interact with and anticipate the needs of their customers.

Net Promoter Score 340

Net Promoter Score Effort Score B2B NPS 340

InMoment XI

JULY 18, 2022

In our last blog about creating an excellent food service customer experience (CX), we talked about how vital customer reviews are to growing your business (and how your customer experience plays a pivotal role in making sure your reviews are positive). . 1: Leveraging Customer Feedback in Operations.

Feedback 369

Feedback Culture eBook Customers 369

InMoment XI

OCTOBER 30, 2024

Did you know that one negative experience is enough for 50% of customers to switch to a competitor? This is especially true in insurance, where customers have diverse preferences and a growing demand for personalized services. What is Customer Experience in Insurance? What is Customer Experience in Insurance?

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 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 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

ECXO

OCTOBER 14, 2024

How Customer-Centric is Your Organization? We live in such a dynamic business environment that adopting a customer-centric mindset is not just beneficial; it’s necessary. Companies that prioritize customer satisfaction tend to enjoy higher loyalty rates, better brand reputation, and, ultimately, more robust bottom lines.

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

InMoment XI

DECEMBER 10, 2024

Losing customers never feels good, especially in a hyper-competitive market. 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? What Is Customer Churn?

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

OCTOBER 23, 2024

Customers expect to walk into a branch and want to immediately feel valued. Needless to say, providing a memorable customer experience in banking should be a top priority for all financial institutions. Needless to say, providing a memorable customer experience in banking should be a top priority for all financial institutions.

Banking 195

Banking Customer Experience Effort Score Financial 195

eglobalis

JANUARY 20, 2025

In this context , loyalty becomes more than just a metric; it is an indicator of long-term partnership strength. While customer experience (CX), product design, and delivery are critical factors, the underlying success stems from a comprehensive understanding of client needs and a commitment to exceeding expectations.

B2B 421

B2B Loyalty Loyalty Programs Innovation 421

eglobalis

AUGUST 19, 2024

While the Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty, sentiment, and ”satisfaction”, it’s clear that NPS alone isn’t sufficient—a topic we’ve explored before. However, its effectiveness and relevance have come under scrutiny during the years.

NPS 438

NPS Net Promoter Score Effort Score Metrics 438