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

InMoment XI

DECEMBER 3, 2024

It provides a data-driven approach to identifying areas for improvement across the customer journey. As a result, the model removes the guesswork from your customer experience strategy , replacing it with a roadmap to CX excellence. For example, using surveys to collect feedback and sentiment analysis to understand emotional tone.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

ECXO

FEBRUARY 3, 2025

Think of it like driving a carproactive sales teams have a roadmap, anticipate turns, and avoid potholes, while reactive teams only hit the brakes when they see danger ahead. Heres what a proactive sales process looks like: Customer insights drive decisions: Teams leverage data to understand customer preferences, behaviors, and pain points.

Sales 266

Sales Customer Experience e-support Examples 266

Comm100

APRIL 17, 2018

One often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to give feedback to brands they have done business with and some, in fact, are eager to do so! The Importance of Customer Feedback. How to Collect Customer Feedback.

Feedback 240

Feedback How To Roadmap Survey 240

Thematic

MARCH 30, 2025

Customer expectations today are sky-high, and simply collecting feedback isn’t enough. Many companies pride themselves on building a customer feedback loop to find out customers’ pain points, but the real test is what happens next. If you want to know more about closing the customer feedback loop, then read on.

Feedback 62

Feedback Roadmap Effort Score NPS 62

GetFeedback

SEPTEMBER 19, 2018

When it comes to collecting customer feedback, most people think of a traditional Net Promoter Score survey. In doing so, you gain a more holistic view of your audience and get access to more data to drive your business forward. Support Feedback. Lost Sales Feedback. Help Article Feedback. Product Feedback.

Survey 199

Survey Net Promoter Score Data Effort Score 199

InMoment XI

AUGUST 3, 2022

Rather, organizations need to go deeper by carving meaningful intelligence out of their employee feedback, then acting upon it. Well, you might be surprised (or not) to learn that a lot of brands and experience platform vendors consider gathering feedback the high water mark of program success, not acting on it.

Employee Experience 418

Employee Experience Brands Roadmap Culture 418

GetFeedback

JULY 19, 2019

In our daily interactions, we get feedback — some subtle, some not-so-subtle—that indicates what people think of us and whether or not they agree with our dress choices or driving decisions. Customer feedback (aka Voice of the Customer ) is a gift. Customer feedback should be cherished, not evaded. Business is no different.

Data 262

Data How To Social Media Effort Score 262

InMoment XI

JANUARY 27, 2025

Combining mountains of contact center interactions with feedback from other channels like surveys, chat, email, and social media gives you a fuller understanding of customer needs, behaviors, and preferences. Previously focused on cost reduction, their contact center strategy shifted after empowering agents with real-time customer data.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

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

Retently

MARCH 11, 2025

They dont just react to problems; they proactively track feedback in all its forms, optimize the buyer journey by leveraging available data, and collaborate across departments to improve processes. A CX Manager wears many hats problem solver, strategist, data analyst, and team leader all rolled into one.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Lumoa

OCTOBER 12, 2020

The customer feedback loop is a term that you might have heard before. In this article, we’ll explain to you what customer feedback loops are, explain the difference between the inner and the outer customer feedback loop, and give some concrete examples of them. What is the Customer Feedback Loop? But what is it actually?

Feedback 195

Feedback How To NPS Customer Centricity 195

Thematic

MARCH 30, 2025

A customer feedback loop helps in preventing this from happening. It’s the continuous process of collecting, analyzing, and acting on customer feedback to enhance satisfaction and drive business growth. We’ll explore customer feedback loop best practices to make the loop a powerful asset for your business.

Feedback 62

Feedback Effort Score Analysis Customer Centricity 62

Thematic

MARCH 26, 2025

Yet, 56% of dissatisfied customers never voice their concerns—they simply leave​ Meanwhile, businesses that actively listen to feedback grow 41% faster than competitors​ The most successful companies create a structured system—a customer feedback loop—to analyze feedback and act on it continuously.

Feedback 62

Feedback Social Media Analysis Survey 62

Experience Investigators by 360Connext

JANUARY 5, 2022

This meant starting or reinforcing a strong Voice of the Customer (VoC) program , including specific ways to gather customer feedback, like regular surveys, in-app feedback mechanisms, and ongoing input. You began measuring feedback using quantitative data as well as gathering open-ended feedback.

Resources 369

Resources Customer Journeys Video Customer Experience 369

ECXO

MARCH 21, 2023

Feedback from customers must be taken seriously, and the organisation must take action to address any issues that are identified. By involving the user in the design process and continuously adapting based on feedback, products and services can be improved to better meet the market requirements of your customers in your target audience.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

InMoment XI

OCTOBER 9, 2024

Knowing how to collect customer feedback is crucial to delivering consistent value as a business and staying ahead of your competition. Why is Collecting Customer Feedback Important? Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention.

Feedback 195

Feedback How To Social Media B2C 195

GetFeedback

NOVEMBER 18, 2019

The work to take action on feedback actually begins long before you even launch your CSAT survey. As you’re designing the survey, in order to ensure that you can take action on the feedback you get from customers, you need to consider the following for each question you ask. You can’t take action on bad data. Who will act on it?

Feedback 199

Feedback How To Analysis Survey 199

Thematic

MARCH 30, 2025

Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business. Let’s break it down.

Customer Insights 62

Customer Insights Data Analytics How To 62

InMoment XI

AUGUST 17, 2023

Happy customers become brand advocates, fueling growth through positive customer feedback. Continuous Improvement: Customer experience serves as a continuous customer feedback loop for product improvement and helps you to identify emerging trends, evolving needs, and areas that require ongoing enhancement.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

eglobalis

OCTOBER 1, 2024

For example, Sales can provide insights on customer feedback directly to Marketing, allowing for more targeted campaigns. Additionally, integrating CRM systems with collaborative platforms can provide Sales and CX teams with real-time customer data, enabling more personalized and effective customer interactions.

Customer Journeys 450

Customer Journeys Culture Leadership Effort Score 450

InMoment XI

JULY 13, 2022

Determining your NPS is important, of course, but analyzing the open-ended responses to the follow-up question is what will help you understand the “why” behind your score and make NPS feedback actionable. Even if you can’t meet their needs, it is important that their feedback be acknowledged. What Do These Categories Mean? Keep Going.

Net Promoter Score 368

Net Promoter Score Customer Retention Effort Score NPS 368

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. Share data and results of the customer experience analytics in an easy-to-use tool.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

AskNicely

FEBRUARY 21, 2018

While you may think we’re urging you to celebrate rugby three-quarter back Matt Utai’s birthday, we’re actually talking about the day the General Data Protection Regulation (GDPR) goes into effect (a little less sporty, but way more important). Customer Feedback in the Age of the GDPR. A Super Brief Primer on the GDPR. Transparency.

NPS 150

NPS Feedback Net Promoter Score Case Study 150

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. In this blog, we’ll look at the keys to building a customer-centric roadmap. Then, we’ll walk you through three steps to building a customer-centric roadmap. Use your data to plan new features.

Roadmap 104

Roadmap Customer Centricity How To Effort Score 104

Customer Bliss

SEPTEMBER 19, 2017

Alteryx is a desktop-to-cloud platform designed for data artisans and business leaders. Along with co-founders, Libby knew she could make a difference in the strategic analytics sector by combining software and data to match business requirements with easier to use, faster to deploy and more affordable agile Business Intelligence.

Chief Customer Officer 97

Chief Customer Officer Customer Journeys Roadmap Telecommunications 97

GetFeedback

JULY 29, 2019

Collecting survey feedback from your customers is easier now than it has ever been before. But while collecting survey feedback is simple, the real value is in actioning that feedback. Receiving actionable survey feedback. You need to include questions which are likely to deliver actionable feedback. .

Survey 150

Survey Feedback How To Net Promoter Score 150

GetFeedback

OCTOBER 4, 2019

Survey data collection might not seem like a revolutionary or groundbreaking business practice but in an economy that’s increasingly being driven by customer experience (CX) it’s one of the most important things an organization can do. Why survey data collection should be a company priority.

Survey 150

Survey Data Competitive Advantage Touchpoint 150

InMoment XI

OCTOBER 7, 2024

With AI-powered improvement suggestions, more robust API integrations and intelligent automation, competitor review data ingestion, and individual speaker insights from customer conversations—it’s time to take your CX program to new levels. Strongest Signals 5. Contact us or a dedicated account manager if you want to learn more.

Competitive Advantage 243

Competitive Advantage Innovation Comparison Roadmap 243

Calabrio

MARCH 22, 2025

In the process, contact center management is evolving to be a keyor perhaps the keysite for obtaining customer feedback, uncovering insights, and delivering experiences that fuel improved customer loyalty, better strategic decision-making, and support sustainable business growth.

Contact Center 130

Contact Center Management Strategy Call Center 130

Lumoa

JANUARY 23, 2018

If you work in a big company with large number of customers (or users), you most probably receive a lot of feedback: people write about their experiences, complain about the things that do not work and tell about the things they love. Most companies collect feedback in some specific format, such as Net Promoter Score. And we mean it.

Analytics 285

Analytics NPS Financial Analysis 285

Retently

NOVEMBER 27, 2024

In this article, we’ll walk you through the most effective, data-driven ecommerce growth strategies that are helping brands of all sizes crush their goals. For example, streamlining fulfillment processes ensures on-time deliveries, which builds trust and reduces negative feedback. of ecommerce sales now come from mobile devices?

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Lumoa

APRIL 8, 2024

You can also sign up for our next webinar where Netigates CEO, Mikkel Drucker, and Lumoas CEO, Carlos Del Corral, will share their common vision and roadmap for the rest of 2024. Anonymization for your exact needs Lumoa already had an AI that would anonymize your data, hiding personally identifying information that might be in a feedback.

Roadmap 195

Roadmap Knowledge Base Survey Feedback 195

Gainsight

JANUARY 17, 2020

There is no shortage of feedback these days. When you’re trying to deliver an exceptional product, it’s easy to get lost in the constant deluge of customer feedback. Your users are likely communicating with your company through multiple channels and it can seem like feedback gets lost in a black hole. Chris Chumley.

Feedback 117

Feedback Roadmap ROI Case Study 117

InMoment XI

MAY 3, 2024

These include: Surveys: Structured feedback mechanisms to gather comprehensive insights into the customer experience. Customer Pulse Feedback: Real-time feedback channels that capture customer sentiments and preferences. Staff Feedback: Gathering insights from frontline staff to understand customer interactions and pain points.

Retail 195

Retail Return on Investment ROI Analysis 195

Thematic

JANUARY 21, 2025

Whether identifying common complaints, spotting trends, or measuring customer sentiment, text analytics gives you the power to act on data. With 80% of business information being unstructured , how can you process all that data manually? Text analytics is a key concept in modern data analysis and business intelligence.

Analytics 62

Analytics Data Social Media Analysis 62