InMoment XI

AUGUST 3, 2023

Mastering unstructured data analytics is going to be key for any business wanting to improve the customer experience , and succeed in today’s business environment. While traditional customer feedback is a goldmine of insights that can drive business growth, a substantial portion of this valuable feedback lies in unstructured data.

Analytics 366

Analytics Customer Insights Data Social Media 366

IntouchInsight

SEPTEMBER 13, 2023

These changes will help you get the most out of your data so you can begin action immediately. This month at Intouch Insight we have introduced several new updates to our CX platform.

Data 334

Data 334

ECXO

AUGUST 29, 2023

Can a Customer Data Platform Enhance Your Customers’ Experience? Abstract: A Customer Data Platform’s ultimate value is providing a unified omnichannel perspective of primary customer data for marketers and the ability to activate that data for real-time customer engagement.

Customer Experience 296

Customer Experience Data Omni-Channel Banking 296

ECXO

JULY 26, 2023

Unleashing the Power of Real-Time Data: Enhancing Customer Understanding Article source: [link] In a recent article we talked about the widening gap in Europe in customer experience maturity. Our focus in this article is on leveraging real-time customer data to provide richer, meaningful end-to-end customer experiences at every touchpoint.

Data 296

Data Analytics Touchpoint Customer Service Representative 296

InMoment XI

DECEMBER 14, 2022

His journey at legalsuper is worth talking about – we’ll hear how his team has leveraged customer data and insights to transform legalsuper’s operating model, affecting positive change for the business and its members. Where to Find the XI Café Podcast.

Tourism 370

Tourism Data Government Financial 370

C3Centricity

SEPTEMBER 8, 2023

Explain how organizations that leverage customer […] The post The Power of Personalization: Unleashing Customer Data Analytics for Tailored Experiences first appeared on c3centricity. Introduction: [Capture the reader’s attention by highlighting the importance of personalization in delivering exceptional customer experiences.

Analytics 296

Analytics Data Customer Experience Customers 296

Experience Investigators by 360Connext

FEBRUARY 6, 2024

It’s easy to focus so much on gathering data or finding the perfect metric… we end up spending more time measuring than actually executing our ideas. We want to dispel the belief CX teams need perfect data to move forward. But don’t let data collection and analysis overrun your job. And that’s a problem. Customers are nuanced.

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

C3Centricity

JUNE 24, 2024

Insight development is based on gathering information, then data integration and analysis. Many companies struggle to benefit from all their data and information because they don’t know how to turn it into insight, or their insights remain interesting but not actionable. There are many reasons for this. None of these are!

Data 226

Data Analysis Brands Survey 226

InMoment XI

SEPTEMBER 3, 2024

A wealth of insights lies in the interactions between your organization and its customers; however, without specialized technology to analyze that data, those insights remain untapped. By analyzing interactions across various channels, companies can uncover valuable insights, optimize customer experiences, and make data-driven decisions.

Analytics 195

Analytics Data Social Media Average Handle Time 195

C3Centricity

JULY 23, 2024

However, the current data-rich environment offers an enormous untapped potential for SMEs. Today’s technically advanced and data-rich environment makes the strategic use of data a crucial element for success. Why the Superior Use of Data Matters 1. Let me explain. This is what I want to cover in this post.

Data 223

Data Customer Centricity Analysis Study 223

IntouchInsight

AUGUST 16, 2023

Technology is continuously evolving the way in which consumers interact with brands. And it’s imperative for businesses to keep up with these trends in order to consistently exceed customer expectations.

Consumers 296

Consumers Data Trends Customer Expectations 296

InMoment XI

SEPTEMBER 25, 2024

By leveraging complex algorithms, machine learning techniques, and vast amounts of linguistic data, NLP aims to bridge the gap between human communication and computer understanding, transforming how we interact with technology in our daily lives. This accelerates data analysis, allowing us to concentrate on more important tasks.

Data 195

Data Social Media Net Promoter Score Analysis 195

eglobalis

NOVEMBER 3, 2024

This deeper level of insight requires more than surface-level data; it involves building continuous engagement practices, establishing feedback loops, and leveraging data analysis to capture meaningful insights. Additionally, feedback loops play a crucial role in refining CX over time.

B2B 442

B2B Culture Innovation Loyalty 442

InMoment XI

FEBRUARY 1, 2022

Customer experience surveys have served us well when it comes to collecting customer feedback data. Failure to pinpoint your goals when it comes to survey strategy often looks like sending too many surveys with too many questions, leading to too much data—and therefore, too little intelligence. Today, there is no shortage of data.

Survey 396

Survey Customer Experience Social Media Data 396

eglobalis

NOVEMBER 26, 2024

Train Teams Effectively: Ensure employees can translate data insights into empathetic actions that align with client priorities. Equip Teams with Data: Provide access to client histories and real-time operational data to personalize solutions. This autonomy ensures faster resolutions and builds client trust.

B2B 406

B2B B2C Culture Net Promoter Score 406

InMoment XI

APRIL 7, 2022

While it’s true that this approach will gain you a lot of data, a large portion of it may be wholly irrelevant to the CX goals you’re trying to achieve. At the same time, you may miss out on highly relevant data when you focus only on customer listening posts while leaving other signals, such as behavioral and operational data, aside. .

Customer Experience 397

Customer Experience Data Customers Connections 397

ECXO

NOVEMBER 25, 2024

Broader Market Demand : Data-Driven Validation While an individual request might reflect one customer’s unique need, assessing whether it signals a broader market demand is critical. This requires moving beyond anecdotal evidence into data-driven territory. Best Practices: Use data-driven explanations to validate your decision.

Feedback 391

Feedback ROI Roadmap Analytics 391

AWS Machine Learning

NOVEMBER 7, 2024

AI agents , powered by large language models (LLMs), can analyze complex customer inquiries, access multiple data sources, and deliver relevant, detailed responses. In this post, we guide you through integrating Amazon Bedrock Agents with enterprise data APIs to create more personalized and effective customer support experiences.

Automotive 134

Automotive Data Knowledge Base Guidelines 134

InMoment XI

OCTOBER 26, 2022

The keys lie in your customer data—and how you leverage it. Integrate Data From Everywhere Into Your CX Platform Increase Experience Awareness Encourage a Culture of Commitment. #1: 1: Integrate Data From Everywhere Into Your CX Platform. In such a fast-paced environment, how are retail brands expected to succeed?

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

ECXO

MAY 15, 2023

The term “MadTech” was coined in 2015 by David Raab, founder of the Customer Data Platform (CDP) Institute. Raab first commented on MadTech in his Twitter feed and later in a CMSWire editorial , where he noted: “Most companies today struggle to integrate data and technologies within their marketing departments. The result?

Tips 400

Tips Net Promoter Score Advertising Customer Journeys 400

eglobalis

JULY 25, 2024

For instance, the General Data Protection Regulation (GDPR), while protecting consumer privacy, imposes significant constraints on how companies can collect and use customer data. American companies excel in this by leveraging data analytics and customer feedback to continuously refine their offerings.

Customer Experience 399

Customer Experience Customer Centricity Culture Innovation 399

eglobalis

OCTOBER 30, 2024

AI applications in the workplace range from advanced data analytics and predictive maintenance to sophisticated communication tools and personalized employee support systems. AI-powered tools can screen resumes, conduct initial interviews and predict candidate success based on historical data.

Employee Experience 386

Employee Experience Customer Experience Employee Engagement Telecommunications 386

InMoment XI

NOVEMBER 1, 2022

In data analysis terms, this can be a real advantage, giving us clear, definite numbers on which to base future decisions. Unfortunately, sometimes the real world being represented by the data is anything but exact. There are nearly as many ways to cluster data points as there are groups to segment them into.

Analysis 397

Analysis Groups Metrics Airlines 397

InMoment XI

MARCH 21, 2022

Challenge #1: Disparate Data. Utilities companies typically have a lot of data spread across multiple silos across the business. Additionally, brands have not figured out how to tap into 85% of data—the unstructured kind—so they miss out on the bigger picture. Solve the Challenge: Combine Data Sources .

Brands 397

Brands Roadmap Strategy Social Media 397

ECXO

JUNE 13, 2023

Making the most of customer data by using analytics to better understand who your customers are (and what they want) can help you create better real-time customer experiences. Here are the top four most requested: More than 80 percent want to use analytics to generate real-time actions from customer data. Data/organizational silos.

Marketing 401

Marketing Analytics Government Survey 401

InMoment XI

JULY 12, 2022

Ostensibly, the goal with this information is to give contact center agents the guidance needed to create Experience Improvement (XI) for customers, but do they have the time and wherewithal to actually sort through comments and data? Should that even BE an organizational expectation? Let’s get started!

Contact Center 397

Contact Center Metrics Customer Centricity Culture 397

ECXO

JULY 29, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. Sales and Delivery Teams : Providing invaluable data through regular customer interactions. Companies like Barclays in Europe and Honda in APAC excel in this area.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

AUGUST 3, 2022

The brand decided to partner with InMoment based on their ability to implement the quantitative data with customer experience data. InMoment offered them a chance to see a holistic view of individual location performance, automated intelligence informed by data, and employee commitment to enhance the guest experience and drive sales.

Customer Experience 397

Customer Experience Guest Experience Return on Investment ROI 397

InMoment XI

MARCH 4, 2022

Since the inception of the industry, targeted surveys have been seen as a foundational listening and research tool that leverages strategic questions to collect data from a specific group of customers. Additionally, it’s possible that your company already has the data you need! Learn from the Data. Don’t ask all the questions.

Survey 417

Survey Customer Experience Touchpoint Exercises 417

InMoment XI

DECEMBER 22, 2022

What used to be limited to sending out surveys through direct feedback, the industry has evolved to include indirect and inferred customer data sources as well. Step #3: Understand Your Customer Data. For any data to be useful, of course you need to take the time to dig in and understand what your customers are actually saying.

Voice of Customer 418

Voice of Customer Examples Strategy Net Promoter Score 418