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. Sentiment analysis also helps with effective customer service.

Tools 195

Tools Social Media Customer Experience Analysis 195

InMoment XI

NOVEMBER 22, 2024

Customer experience (CX) is crucial to SaaS business success. With intense competition and changing customer preferences, businesses must better understand their users to stay ahead. User feedback helps you refine your product to meet customer needs, resulting in increased satisfaction. It boosts revenue.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

Retently

JANUARY 13, 2025

The secret to effortless customer experiences lies in understanding one simple truth: effort matters. Customers feel the same way. Thats where Customer Effort Score (CES) steps in to save the day. CES is laser-focused on one thing: how easy it is for your customers to get what they need. Frustrating, right?

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

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 461

NPS Feedback Net Promoter Score B2C 461

TechSee

FEBRUARY 10, 2025

But in today’s world, your customers expect more. This is where AI-driven customer service experiences truly stand out. They interpret each customer’s unique situation, respond in their preferred channel (voice, chat, video), and ensure your brand delivers a memorable, human-centered experience at scale.

Customer Service 124

Customer Service ROI Average Handle Time Multi-Channel 124

Blueshift

JANUARY 14, 2025

Customer journeys in personal finance are becoming increasingly complex. This type of multi-touch, multi-channel journey is common in personal finance. Customers interact with brands across multiple platforms, expecting each experience to be connected and relevant.

Customer Journeys 105

Customer Journeys Multi-Channel Marketing Touchpoint 105

ECXO

JULY 10, 2024

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric.

Metrics 374

Metrics Analysis Feedback NPS 374

InMoment XI

JANUARY 22, 2025

Its an ideal solution for keeping listings consistent and accurate across all the online channels where customers may search for a local physical store. These tools are especially useful for multi-location businesses that need to maintain and update separate pages for each location.

Software 195

Software Management Social Media Multi-Channel 195

InMoment XI

FEBRUARY 3, 2025

Conversational intelligence (CI) is making a big difference for countless growing and large businesses, helping them understand customer interactions at scale with a level of precision that seemed impossible just a few years ago. What Is Conversational Intelligence, and Why Use It For Location-Based Campaigns?

Social Media 195

Social Media Call Center Multi-Channel Advertising 195

ChurnZero

APRIL 11, 2025

Your customer onboarding strategy is the foundation of your future retention and expansion revenue. Every task, meeting, and communication serves the ultimate goal of getting that customer to realize value. You aim to identify whats important to the customer, set expectations, and measure success. your team and its own goals).

Strategy 86

Strategy Multi-Channel How To Metrics 86

Interactions

FEBRUARY 6, 2025

Highly regulated industries, especially those that deal with critical moments in customers financial journeys, can be a tough nut to crack when it comes to contact center automation. Situations are often complex, customer stress runs high, regulatory requirements are stringent, and operational margins are tight.

Insurance 62

Insurance Interaction Self Service Multi-Channel 62

Comm100

OCTOBER 24, 2023

Omnichannel communication is about delivering a seamless player experience, regardless of how they interact. Whether it’s via live chat , SMS , AI chatbot , or ticketing , players expect a consistent, high-quality interaction across every channel. This spike can strain even the most robust support structures.

Omni-Channel 278

Omni-Channel Multi-Channel Chatbots Touchpoint 278

Retently

NOVEMBER 27, 2024

Analyzing Market Trends and Customer Behavior 2. Personalizing the Customer Journey 3. Expanding Revenue Channels 4. Building Customer Loyalty for Retention 6. That’s a lot of shopping carts, checkouts, and happy customers! Table of Contents Key Takeaways Why Ecommerce Growth Strategies Are Essential 1.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Comm100

DECEMBER 10, 2024

This includes tracking game choices, session durations, betting habits, and interaction frequencies. Having a unified support solution will go a long way in helping you personalize interactions. Address players by name to create a personalized and engaging interaction.

Strategy 130

Strategy Multi-Channel Loyalty Social Media 130

Comm100

NOVEMBER 23, 2021

87% of senior business leaders see customer experience as their top growth engine, and yet only one in three feel prepared to address this. Although this level of uncertainty is worrisome, the first step towards improving customer experience (CX) is far simpler than many realize. Personalized conversations.

Chatbots 246

Chatbots Customer Experience Multi-Channel CRM 246

Joe Rawlinson

NOVEMBER 3, 2024

Customer service goes beyond responding to queries or concerns. It focuses on making each interaction impactful. Companies today are leveraging a range of technologies to streamline these interactions. Improving Data Accuracy for Customer Profiles Traditional manual data entry is often error-prone.

Innovation 78

Innovation Customer Service Multi-Channel Loyalty Programs 78

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software?

Software 243

Software Chatbots Customer Service Knowledge Base 243

GetFeedback

APRIL 17, 2019

To relieve customers’ hard feelings about problems with some products or services, companies usually choose to improve the customer service skills of their agents. Not entirely, since to get to the point of using your agents’ skills, customers first need to contact your support. However, adding new channels is not enough.

Self Service 255

Self Service Customer Service Multi-Channel CRM 255

InMoment XI

NOVEMBER 30, 2023

These tools are essential for understanding how your customers are talking about your brand. Respond to customer feedback, both positive and negative, to show transparency and dedication to customer satisfaction. Doing this will help you foster a community around your brand, where customers feel heard, valued, and connected.

Brands 284

Brands Management Multi-Channel Social Media 284

Alida

DECEMBER 7, 2018

Yet, most companies are still failing to meet customer expectations and become more customer-centric. According to Accenture , this is because there is a growing disconnect between what customers need and what retailers are providing. Allowing your customers to be a part of your business transformation.

Customer Centricity 201

Customer Centricity Infographics Retail Multi-Channel 201

InMoment XI

FEBRUARY 16, 2024

Understanding and responding to customer needs is paramount for business success, however, many businesses find themselves grappling with the challenge of harnessing the full spectrum of customer voices. Surprisingly, a staggering 85% of valuable customer data remains untapped, residing in various teams, systems, and silos.

Multi-Channel 195

Multi-Channel Touchpoint Social Media Customer Voice 195

Comm100

OCTOBER 16, 2018

Why amazing customer experiences matter. By 2020, customer experience (CX) will overtake price as a key product differentiator. Regardless of how a customer chooses to contact you, expectations of consistent and personalized interactions across every channel — phone, email, social, website, or live chat — don’t change.

Multi-Channel 178

Multi-Channel Customer Experience Customer Journeys Chatbots 178

Retently

DECEMBER 10, 2024

From sleek interfaces to powerful analytics, these alternatives are all about helping you listen to and learn from your customers. Use free trials to evaluate the tool and prioritize strong customer support and robust security features. Look for key features like customization, logic branching and real-time analytics.

Multi-Channel 78

Multi-Channel Omni-Channel Analysis Survey 78

Optimove

NOVEMBER 13, 2024

By examining key customer segments—new customers, existing customers, and VIPs—the report provides a detailed look at consumer behaviors that can help brands tailor their strategies for peak shopping periods.

Report 69

Report Multi-Channel Analysis Brands 69

Calabrio

DECEMBER 8, 2020

Originally deployed primarily by larger or more sophisticated contact centers, analytics quickly emerged as a “must-have” application for modern customer service teams. Just think about the growing number of separate systems that create, interact with and need to share contact center data daily. Look at the term “real-time feed.”

Data 264

Data Contact Center Multi-Channel System 264

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. What Is the Customer Journey? What Is the Customer Journey? Why Is the Customer Journey Important?

Customer Journeys 195

Customer Journeys Net Promoter Score Self Service Touchpoint 195

InMoment XI

FEBRUARY 8, 2024

This will improve your business by enhancing operational efficiency, elevating customer satisfaction, and fostering a more agile and responsive customer service environment. The goal is to enhance the customer experience, streamline operations, and achieve cost savings. What is Contact Center Optimization?

Contact Center 195

Contact Center Multi-Channel First Call Resolution Social Media 195

Customer Bliss

NOVEMBER 27, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. And yet, some companies are still asking their customer to re-tell their story to each person or with every interaction. How would your company act if every customer were your mom?

Omni-Channel 178

Omni-Channel Multi-Channel Customer Experience Chief Customer Officer 178

ECXO

JUNE 11, 2024

The Multi-Dimensional Impact of AI AI’s impact on the employee experience is multi-faceted, providing significant benefits while also posing substantial challenges. This comprehensive conclusion examines these facets in greater depth and outlines a strategic approach to leveraging AI for enhanced employee experiences.

Employee Experience 334

Employee Experience Analysis Multi-Channel Employee Engagement 334

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Interaction 98

Interaction Analytics Call Center Contact Center 98

GetFeedback

APRIL 25, 2019

Working to improve your customer service has always been important, but in today’s highly competitive business environment it’s more essential than ever. As companies begin to compete on customer experience, consumers are increasingly setting higher standards for how they expect to be treated. Monitor customer feedback.

Customer Service 186

Customer Service Multi-Channel Net Promoter Score Omni-Channel 186

TechSee

JUNE 23, 2020

Customer experience (CX) is a space where innovative AI applications are being deployed at a rapid rate to deliver effortless, multi-sensory journeys across a range of voice, video and text modalities, apps, and other digital touchpoints. MX gives customers a greater degree of choice over how they interact with a brand.

Self Service 207

Self Service Multi-Channel Contact Center Touchpoint 207

AWS Machine Learning

DECEMBER 11, 2024

Earlier this year, we published the first in a series of posts about how AWS is transforming our seller and customer journeys using generative AI. The following screenshot shows an example of an interaction with Field Advisor.

Sales 98

Sales Customer Engagement Engagement Knowledge Base 98

CSM Magazine

FEBRUARY 4, 2025

From Baby Boomers to Gen Z, each generation has unique expectations, communication styles, and preferences when it comes to customer service. If you’re wondering how to tailor your customer service experience to engage multiple generations, keep reading. Customer Service Preferences : Responsive and knowledgeable representatives.

Self Service 64

Self Service Customer Service Social Media Multi-Channel 64

BlueOcean

NOVEMBER 13, 2023

As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry. How are other customer experience leaders delivering? Wise words from CallMiner.

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

Optimove

NOVEMBER 26, 2024

It’s not just about keeping customers engaged—it’s about creating personalized, multi-channel experiences that drive loyalty and revenue. When and How to Transition to Multi-Channel? Many CRM programs, especially post-purchase journeys, often begin with a single channel.

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

BlueOcean

NOVEMBER 29, 2023

At Blue Ocean, we have long held the position that the customer experience and the employee experience are inextricably linked. We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients.

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156