InMoment XI

JANUARY 27, 2025

Still, in discussing the logistics of the exchange, a nugget of information emerges amid the customers relief at having the issue resolved promptlya comment about wanting to look professional for an upcoming work event. Its not enough to simply count the number of calls resolvedsuccess needs to be measured by the impact of those interactions.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

InMoment XI

NOVEMBER 7, 2024

InMoment’s XI Platform lets you quickly prioritize the most important actions from your unstructured data with real-time customer sentiment measures. With InMoment’s XI Platform, you can automate event-based workflows that allow you to respond to customer actions as they happen.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

InMoment XI

NOVEMBER 14, 2024

This guides businesses toward strategic decisions based on measurable data. Real-time alerts help businesses respond quickly to important events or potential crises. Brand24 Brand24’s tools measure brand awareness and reach, tracking conversations from 25 million online sources to provide insights into consumer sentiment.

Tools 195

Tools Social Media Customer Experience Analysis 195

delighted

APRIL 1, 2024

Putting on a successful event is no easy feat: a lot goes into creating a positive event experience for attendees, from finding compelling speakers to inviting the right sponsors. One way to measure attendee satisfaction is by surveying them after the event with the right post-event survey questions.

Survey 100

Survey Feedback Conference Net Promoter Score 100

Steve DiGioia

JUNE 21, 2021

This past weekend I helped a friend of mine and served as the maître d for an event of 200 people that he was hosting (it was great to get back to my “banquet” roots). Shortly after arriving and meeting the service team, I realized that many were inexperienced and for a few of them, this event would be their first time working as a waiter.

Course 299

Course Groups Measurement Training 299

Retently

OCTOBER 16, 2024

This is particularly useful for tracking Net Promoter Score (NPS) , as it allows you to capture a precise measure of customer loyalty at a glance. It’s great for measuring general satisfaction or customer effort , and the emotional context is easy for customers to relate to.

Feedback 134

Feedback Survey Effort Score Customer Satisfaction 134

AWS Machine Learning

JULY 8, 2024

To elevate the event experience and streamline the management of their global AWS DeepRacer series, Eviden adopted the open source AWS DeepRacer Event Manager (DREM) solution. In this post, we discuss the benefits of DREM and the experience for racers, event staff, and spectators.

Management 116

Management Policies System Technology 116

Retently

NOVEMBER 29, 2024

Whether it’s after a purchase, during onboarding, or after an event, these surveys help you gather valuable feedback right when it matters most. How would you rate the packaging/unboxing experience of the product?” – Especially important for physical products, this helps measure whether the unboxing added value to the experience.

Survey 120

Survey Ecommerce Feedback e-support 120

InMoment XI

OCTOBER 23, 2024

Credit unions can actively engage with their communities through events, sponsorships, and local initiatives. Continuously monitor and improve customer satisfaction through measurement. How Banks Should Measure Customer Experience? This is because the plans are relevant to their specific financial situation.

Banking 195

Banking Customer Experience Effort Score Financial 195

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. The point is this: Don’t get attached to one and only one insights or measurement technique. Or, or, or….

NPS 67

NPS Analytics Customer Insights Net Promoter Score 67

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. How do you measure the success of your CX program? . How do you measure the Voice of the Customer (VoC)?

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Comm100

DECEMBER 10, 2024

Metric/Event What It Is Why Its Important Daily Active Users (DAU) Unique players engaging daily Tracks daily player engagement and platform activity trends. Monthly Active Users (MAU) Unique players engaging monthly Measures the platforms overall popularity and market reach.

Strategy 130

Strategy Multi-Channel Loyalty Social Media 130

Experience Investigators by 360Connext

NOVEMBER 16, 2021

To measure this, Net Promoter Score (NPS) is reported for both new customers and those who have been with the company for 13 months. Your feedback goals should not only include goals around measurement itself, but also the WHY of those measurements. Either way, this request is an interaction with the customer and the brand.

Feedback 367

Feedback Customer Journeys Net Promoter Score NPS 367

InMoment XI

MARCH 16, 2022

After all, issues like the pandemic are global occurrences, so how else can you make sense of such an event except by looking at that level of scale? The question we decided was most crucial is whether consumers feel comfortable with the COVID-related safety measures put in place by various industries.

Trends 370

Trends Social Media Comparison Loyalty 370

InMoment XI

NOVEMBER 16, 2021

They didn’t survey customers that went to a dealership and paid for the repair/service themselves (customer-pay events). You should keep your survey focused on the topic it is intended to measure and avoid “nice to know questions.” Does Your Survey Follow a Logical Flow to Walk the Customer Through the Experience Being Measured?

Survey 370

Survey Automotive Comparison Hotels 370

GetFeedback

APRIL 29, 2019

Event feedback. At different points in the event—after check-in, a keynote, or the event is over—send an SMS survey to gauge how your attendees felt about the experience. The Ultimate Guide to Event Surveys. A comprehensive list of pre and post event survey questions. Read Article. Transportation feedback.

Survey 265

Survey Net Promoter Score NPS Healthcare 265

InMoment XI

JULY 13, 2023

And because at InMoment, we value sharing knowledge as widely as possible, I’m going to share the results of that in-event poll with you here, along with a few thoughts about our learnings. How Prepared Do You Feel for Consumer Duty?

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

AWS Machine Learning

MARCH 18, 2025

The process flow consists of the following steps: Audio capture During patient visits or telemedicine sessions, the audio of the patient-physician interaction is recorded securely, with appropriate consent and privacy measures in place. These insights can include: Potential adverse event detection and reporting.

Healthcare 101

Healthcare Analysis Knowledge Base Report 101

BirdEye

FEBRUARY 5, 2025

Whether youre promoting events or running social media contests, its affordable compared to traditional marketing methods. Here are the top benefits of marketing a restaurant with social media: Platforms like Instagram and Facebook are ideal for promoting events and showcasing your brand to local businesses and food lovers.

Social Media 104

Social Media Tips Marketing Video 104

ECXO

APRIL 28, 2021

Temperature”: Measuring Scaled Customer Experience Related to the data is the permanent quest to measure the temperature of customer experience (CX). She is a regular speaker and organises different events to promote customer success in Europe) This article was previously posted at Success Chain. Sue Nabeth Moore.

Customer Success 290

Customer Success B2C B2B Customer Journeys 290

Lumoa

JANUARY 2, 2023

This metric measures the likelihood of a customer recommending a business or product after experiencing it firsthand, revealing key information about customer satisfaction. . Transactional Net Promoter Score (tNPS) is a measure of customer satisfaction. What is a transactional NPS (tNPS)? How to calculate transactional NPS (tNPS)?

Net Promoter Score 195

Net Promoter Score NPS Effort Score Survey 195

eglobalis

JULY 31, 2024

Advanced analytics help businesses understand customer behaviour, measure campaign effectiveness, and optimize strategies to improve CX. Juniper Networks (NAM) Juniper Networks utilizes a comprehensive MarTech stack for content management, event marketing, and advertising.

Customer Experience 428

Customer Experience Social Media Analytics Chatbots 428

GetFeedback

SEPTEMBER 20, 2019

They’re used to measure the level of loyalty that a customer has toward your brand. In 2003, loyalty consultant Fred Reichheld proposed a simple method to measure loyalty, called the Net Promoter Score ® (NPS ® ). . This is a great metric to measure long-term customer satisfaction and loyalty. Net Promoter Score (NPS).

NPS 278

NPS Metrics Effort Score Net Promoter Score 278

Gainsight

NOVEMBER 20, 2024

They’re addressing more use cases, like product education, best practices, networking, and events,” he shared. ” And the impact is measurable, with our research showing that trained Gainsight administrators achieve a 51% higher expansion ARR per account than non-trained administrators. It was about cost reduction.”

Self Service 40

Self Service Measurement Training Metrics 40

Comm100

OCTOBER 24, 2023

The Necessity of Multi-Layered Support During peak periods or major events, such as the return of the NFL, gaming platforms experience unprecedented traffic. In this arena, companies can’t afford half measures. This spike can strain even the most robust support structures. They need comprehensive, industry-specific solutions.

Omni-Channel 278

Omni-Channel Multi-Channel Chatbots Touchpoint 278

Calabrio

APRIL 11, 2025

Define Clear, Measurable Program Goals Consider: what does success look like for your contact centers training program? Set SMART (Specific, Measurable, Achievable, Relevant, Time-bound) goals. This commitment to measurement and iteration is a hallmark of contact center training best practices.

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

ShepHyken

DECEMBER 31, 2024

Whats your favorite metric to measure customer success? However, I was a magician working atprivate parties, comedy clubs, and corporate events during my high school and college years. Whats the biggest CX challenge businesses face today? Consistency. What did you do before you got into CX? I loved to be amazing for my audiences.

Customer Experience 93

Customer Experience Metrics NPS Customer Service Training 93

eglobalis

AUGUST 13, 2024

Within three months, Samsung had not only addressed the issue but also implemented extensive new safety measures and quality control protocols. Product launches become global events, and customers are willing to queue for hours to get the latest device. However, this following lacks the fervor seen in Apple’s fan base.

e-support 507

e-support Innovation Customer Centricity Loyalty 507

Retently

NOVEMBER 13, 2024

Whether it’s choosing the perfect dress for a special event or the right pair of sunglasses, VFRs help customers visualize how they’ll look before they click “buy”. Eliminating Guesswork : Say goodbye to endless size charts or trying to measure yourself with a tape measure.

Ecommerce 144

Ecommerce Retail Social Media Technology 144

AWS Machine Learning

OCTOBER 16, 2024

To evaluate the transcription accuracy quality, the team compared the results against ground truth subtitles on a large test set, using the following metrics: Word error rate (WER) – This metric measures the percentage of words that are incorrectly transcribed compared to the ground truth. A lower WER indicates a more accurate transcription.

Video 109

Video Metrics Multi-Channel System 109

InMoment XI

AUGUST 31, 2023

This year’s event is jam-packed with hands-on demonstrations, workshops, and interactive opportunities to help you extract tangible value from our speakers, as well as gain applicable knowledge for your experience programme. Hear what our delegates had to say about last years’ event!

Conference 195

Conference Banking ROI Customer Voice 195

InMoment XI

APRIL 18, 2023

Mary Anne Ghobrial is the director of Australia’s largest customer experience event— The Customer Show. The Customer Show launched in 2022, and the premise behind the event is to bring together everyone playing an active—or even a passive—role in the customer journey. Different teams have different goals and incentives.

ROI 195

ROI Insurance Tips Healthcare 195

AWS Machine Learning

MARCH 25, 2025

break for event in graph.stream( {"messages": [("user", user_input)]}, config ): for value in event.values(): if isinstance(value["messages"][-1], BaseMessage): print("Assistant:", value["messages"][-1].content) This approach promotes efficient resource utilization and maintains clean state boundaries between interactions.

Management 102

Management Healthcare Government Resources 102

InMoment XI

JULY 13, 2022

NPS is a metric designed to measure customer experience. Alternatively, you could create a VIP ‘space’, where exclusive content and in-person events are offered. #5: Net Promoter Score shouldn’t be used as a one-off metric, but a regular measurement. What Is Net Promoter Score? 5: Thank Respondents. Keep Going.

Net Promoter Score 368

Net Promoter Score Customer Retention Effort Score NPS 368

InMoment XI

JANUARY 4, 2024

Clearly communicate your website’s security measures, use secure payment gateways, and provide transparent information about shipping costs and return policies. In-Store Events and Promotions Organize in-store events, promotions, or exclusive sales to create a sense of excitement and urgency.

Retail 195

Retail Customer Experience Effort Score Social Media 195

Experience Investigators by 360Connext

JANUARY 12, 2021

While customer experience can often feel ethereal and difficult to measure, a Voice of the Customer Program can make it feel more tangible. If we measure customer sentiment, we can assign numbers and metrics to it. Those might include: Key value points , like software demos or customer events. Define your goals.

Customer Journeys 241

Customer Journeys Net Promoter Score Metrics Effort Score 241

Calabrio

MARCH 11, 2025

Agents should perceive the QA program as a tool for their development, not as a punitive measure. These closed loops help create a culture where feedback is seen as a continuous, collaborative process , not a once-a-month event. Beyond the technical aspects of communicating standards, it’s crucial to cultivate agent buy-in.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130