InMoment XI

DECEMBER 3, 2024

It provides a data-driven approach to identifying areas for improvement across the customer journey. Enlighten: Key skills include CX data collection, analysis, and visualization to ensure actionable insights across the organization. Build a basic VoC program to start surveying customers for data collection.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

InMoment XI

APRIL 3, 2025

The most successful CX transformations go beyond data integrationthey focus on culture, governance, and that company-wide commitment to CX excellence. Successful customer experience strategies integrate data from various business functions to create a more unified approach. Ensuring some consistency across these touchpoints is key.

Culture 195

Culture Social Media Loyalty Government 195

InMoment XI

NOVEMBER 26, 2024

By visualizing the customer’s experience across various touchpoints, journey maps provide a clearer understanding of where internal processes may be causing delays, confusion, or frustration for both customers and employees. You will outline the stages and touchpoints customers will experience in this stage.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

eglobalis

JUNE 27, 2024

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. There are several ways to obtain data and understand customers.

Strategy 460

Strategy Customer Experience Net Promoter Score Customer Centricity 460

InMoment XI

OCTOBER 29, 2024

To see how you could maximize your business revenue and ROI with InMoment’s voice of the customer (VoC) tools, fill out the ROI calculator below! Calculate your business’ ROI using InMoment’s VoC tools. Customers appreciate ease at every touchpoint of their journey. Invest in loyalty programs.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

InMoment XI

NOVEMBER 7, 2024

Customer experience automation refers to automating interactions or touchpoints throughout the customer journey. Improved Personalization While some may believe that automating certain touchpoints creates a similar, stale experience for every customer, the opposite is true. What is Customer Experience Automation?

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

InMoment XI

OCTOBER 25, 2024

InMoment ) Therefore, the data suggests that online reviews are a huge factor in customers’ visiting or avoiding a restaurant. Curious about the ROI you could achieve with InMoment’s reputation management software? Try the ROI calculator below and see the impact for yourself!

Feedback 195

Feedback Management Social Media ROI 195

InMoment XI

AUGUST 19, 2024

What is the ROI of Customer Experience? Customer Experience ROI is a critical metric that measures the financial impact of enhancing customer experiences. Why is CX ROI Difficult to Prove? Data and Measurement Challenges: Accurately measuring the ROI of CX requires comprehensive data collection and advanced analytics.

ROI 195

ROI Customer Experience Net Promoter Score Effort Score 195

Experience Investigators by 360Connext

APRIL 23, 2024

CRM is about managing the data and input from customers to help deliver on a Customer Experience Strategy. Often, CRM systems are the tools used to track important customer data and feedback metrics.) Key Metrics and Steps to Consider for Measuring ROI 1. (Is this the same as Customer Relationship Management, or CRM?

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

DECEMBER 10, 2024

Leverage churn prediction tools, feedback, and usage data to analyze key factors driving customers away. Fill out the calculator below to reveal how much ROI you can get from utilizing InMoments platform: Calculate your business’s ROI using InMoment’s VoC tools.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

NOVEMBER 13, 2024

A data scientist can achieve this by building a machine learning prediction model trained on a dataset. InMoment’s data analysis capabilities give you the power to automatically sort through your customer feedback data and detect sentiments such as intent to churn. To predict customer churn, you need to know how to model it.

Customer Retention 195

Customer Retention How To Analysis ROI 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

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. Customer Surveys : Fundamental for gathering direct feedback.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Experience Investigators by 360Connext

JANUARY 7, 2025

Customer Touchpoints : Your CX program centers on customer touchpoints, which are every point of interaction with customers (both direct and indirect). Measurement should include both customer feedback data AND operational data. Youll identify metrics youll track to prove these outcomes, and we explain metrics more below.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

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

OCTOBER 31, 2024

To show you can further improve the performance of your contact center, fill out the calculator below to discover your business’s ROI using InMoment’s conversational intelligence tools: Calculate your business’s ROI using InMoment’s conversational intelligence tools.

Call Center 195

Call Center Metrics Self Service Effort Score 195

eglobalis

JULY 31, 2024

Marketing technology (MarTech) is pivotal in enhancing CX by integrating data, automating processes, and enabling personalized interactions sometimes in real-time. This data aggregation enables businesses to deliver highly targeted and relevant marketing messages.

Customer Experience 434

Customer Experience Social Media Analytics Chatbots 434

ECXO

AUGUST 12, 2024

Marketing technology (MarTech) is at the heart of this evolution, integrating data, automating processes, and enabling personalized, real-time customer interactions. Customer Data Platforms (CDPs): CDPs like Segment and Tealium unify customer data from multiple sources, providing a comprehensive, real-time view of each customer.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

InMoment XI

JANUARY 27, 2025

And to be clear, managing those variables is mission-critical for achieving, calculating, and proving ROI. Now, imagine your agents, equipped with this comprehensive data, are trained not only to resolve issues but also to identify key moments when customers express interest or hint at future needs. And it doesnt stop there.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

InMoment XI

FEBRUARY 24, 2022

Proving that your CX program has direct ROI and impact on your bottom line can be nebulous at best. The challenge is how do you present those metrics in a way that makes executives regard them as crucial data points? And eventually, how those metrics directly inform the important touchpoints in that journey.

Tips 370

Tips ROI Metrics Touchpoint 370

InMoment XI

NOVEMBER 16, 2023

Participants delved into specific customer touchpoints, such as the ‘Fitting Room’ and ‘Coffee Shop’ experiences. The importance of utilising multiple lenses for investment decisions, aligning them with ROI goals, was a focal point. These elements influence how businesses operate and make decisions.

Healthcare 447

Healthcare Culture Travel Study 447

Experience Investigators by 360Connext

FEBRUARY 6, 2024

CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. 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.

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

ECXO

JUNE 11, 2023

Is your customer data out of date? Are there any data gaps you need to fill? Start with with your customers Conduct thorough research – revisit your customer data to understand your target audience, their needs, and preferences. Is your customer data out of date? Are there any data gaps you need to fill?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

Calabrio

APRIL 15, 2025

Many organizations struggle to deliver consistency across all these touchpoints, leading to fragmentation and patient frustration. Limited Insight into Patient Needs Too often, patient interaction data sits in silos. They interact across multiple channels whether via text, the web, or in-person and expect consistent, helpful service.

Self Service 130

Self Service Contact Center Healthcare Chatbots 130

InMoment XI

DECEMBER 30, 2021

Graham Tutton (InMoment) and Maxie Schmidt-Subramanian (Forrester) discussed topics such as how to build an ROI model for your CX program and what you should focus on if you think your CX program isn’t perfect yet. And they also answered a few questions from CX professionals throughout the presentation.

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

ECXO

JULY 10, 2024

A comprehensive approach that integrates multiple feedback sources, including Voice of the Customer (VOC) metrics, data analytics, and AI, is essential for a complete understanding. AI can mitigate survey biases by covering all customers and using operational data to generate insights, facilitating communication within the company.

Metrics 374

Metrics Analysis Feedback NPS 374

ECXO

DECEMBER 25, 2024

Whats more, the COVID-19 pandemic accelerated this shift, as companies adopted digital tools and reimagined customer touchpoints to remain relevant. Map the Customer Journey What to Do: Identify every touchpoint a customer has with your business, from awareness to post-purchase support. Todays customers expect companies to: 1.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

OCTOBER 24, 2024

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 Relationship Management (CRM) Customer relationship management systems utilize the data of existing customers and focus internally.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

eglobalis

JULY 2, 2024

The main point here is that we are talking about NPS, but no individual metric can supply all needed information; therefore, I called this article “360 Degree Revolution” since all metrics plus data supply your organization with a much better reality check than anything else. Should you kill NPS?

NPS 461

NPS Feedback Net Promoter Score B2C 461

Lumoa

JANUARY 31, 2023

Customer experience matters across all the channels and all the touchpoints of the customer journey. Recommended reading: Business value and ROI of customer experience: the step-by-step guide How to justify a CX program to your CEO Voice of the customer: where to start? That makes the results difficult to compare and analyze.

Customer Experience 414

Customer Experience How To NPS Touchpoint 414

Thematic

MARCH 30, 2025

Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. But how exactly do you turn that data into better decisions? How to Use Data-Driven Customer Insights for Smarter Decisions For smarter business decisions, you need more than just raw data—you need actionable insights.

Customer Insights 62

Customer Insights Data Analytics How To 62

GetFeedback

JULY 19, 2019

One of the main obstacles is the overwhelming amount of data available. . Digital channels provide fairly straightforward ways to gauge customer attitudes based on social media posts and online review, but the volume of available data can be vast, and the implications can be unclear. Structured VoC data isn’t ironclad either.

Data 262

Data How To Social Media Effort Score 262

Calabrio

MARCH 4, 2025

Typically, a customer service moment is in reference to a single interaction and the quality of care a customer received during that touchpoint. Customer satisfaction, or CSAT, is measured after an interaction with your companyits one way to measure customer service and only a single data point in the customer journey.

Touchpoint 100

Touchpoint Abandon Rate Metrics First Call Resolution 100

Calabrio

MARCH 4, 2025

Thats why, to offer customer experience excellence across all these touchpoints, the key word is not multichannel but omnichannel. In addition to enabling communications, omnichannel contact center software typically tracks interactions, automates workflows, and provides data insights to improve performance.

Contact Center 130

Contact Center Omni-Channel Contact Center Software Software 130

GetFeedback

MARCH 21, 2019

Now, how do you use your NPS data to actually make your customers’ experience better? A great approach is to map the NPS data to your customer journey. How NPS data speaks to the customer journey. But you can actually use NPS data to do that drilling. Apply your NPS data insight to improve the customer experience.

Customer Journeys 186

Customer Journeys NPS Net Promoter Score Data 186

inQuba

MARCH 12, 2025

However, measuring the Return on Investment (ROI) of emotional marketing efforts can be challenging. Measuring Emotional ROI Measuring the ROI of emotional marketing involves understanding how emotional triggers impact consumer behaviour and ultimately, sales. This method is more agile and better suited for real-time analysis.

ROI 52

ROI Customer Retention Connections Measurement 52