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. You can think of it as your eyes and ears on social media with the information it provides.

Tools 195

Tools Social Media Customer Experience Analysis 195

InMoment XI

DECEMBER 10, 2024

This information guides product development to better fulfill customer needs and goals. It leverages CX integrations to connect and collect feedback from every channel, making it easier to act on. In fact, 77% of customers are willing to share personal information as long as they receive better experiences in return.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

eglobalis

JULY 2, 2024

By embracing a more nuanced approach, organizations can gain a comprehensive understanding of customer sentiment, facilitating more informed decision-making and enhancing overall customer satisfaction. For instance, a company’s operating profit number is useless without additional metrics and other supporting information.

NPS 453

NPS Feedback Net Promoter Score B2C 453

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. Along the same lines, businesses can make more informed decisions about resource allocation.

Social Media 195

Social Media Call Center Multi-Channel Advertising 195

Comm100

DECEMBER 10, 2024

You can gather and utilize advanced data analytics to gather comprehensive information on player behaviors, preferences, and gaming patterns. 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.

Strategy 130

Strategy Multi-Channel Loyalty Social Media 130

ECXO

JULY 10, 2024

The Need for Comprehensive Metrics in B2B and B2C Contexts In B2C environments, where interactions are more transactional, NPS can be a useful indicator of customer advocacy. This approach challenges the retrospective nature of NPS surveys, offering immediate insights that inform strategic decisions and enhance satisfaction.

Metrics 374

Metrics Analysis Feedback NPS 374

Retently

JANUARY 13, 2025

Key Takeaways CES is a critical metric for understanding how easy or difficult it is for customers to interact with your business. Deploy CES surveys at strategic moments, like after a support interaction or checkout, to capture honest, actionable feedback when the experience is fresh in the customers mind. NPS looks at loyalty.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

Interactions

FEBRUARY 6, 2025

The complexity of insurance interactions Insurance, by nature, is driven by complex transactions, from signing up for a new policy to making a claim. This low frequency contact, coupled with the relative ease of switching insurers, puts tremendous pressure on insurance carriers to get every interaction right.

Insurance 62

Insurance Interaction Self Service Multi-Channel 62

Retently

NOVEMBER 27, 2024

Expanding Revenue Channels 4. Retaining Customers Through Superior Experiences : First impressions matter , but second and third interactions seal the deal. Buyer Journey Mapping A buyer journey map visualizes every interaction a shopper has with your brand, from discovering your products to completing a purchase.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

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. Smart assistants and enhanced collaboration platforms streamline workflows and ensure that employees have the necessary information and resources at their fingertips.

Employee Experience 334

Employee Experience Analysis Multi-Channel Employee Engagement 334

InMoment XI

NOVEMBER 30, 2023

Consumers today rely heavily on online information and reviews, making brand reputation management a top priority. Google Alerts, social media monitoring tools, and specialized software can help you stay informed. Establish Brand Guidelines: Define clear guidelines for how your brand should be represented across different channels.

Brands 284

Brands Management Multi-Channel Social Media 284

InMoment XI

FEBRUARY 16, 2024

This fragmented approach to CX makes it difficult to track customer behaviour across different channels and identify crucial opportunities for improvement. This comprehensive method ensures that no valuable piece of information is left unexplored.

Multi-Channel 195

Multi-Channel Touchpoint Social Media Customer Voice 195

Calabrio

DECEMBER 8, 2020

Just think about the growing number of separate systems that create, interact with and need to share contact center data daily. Its real-time exchange of data is designed to support channel blending and a seamless, unified customer journey while eliminating data disparity. Right off the bat, data is out of sync and doesn’t match.

Data 264

Data Contact Center Multi-Channel System 264

Comm100

NOVEMBER 23, 2021

Compared to other support methods, live chat offers features that other channels simply can’t provide, leading to a faster response time (and so higher customer satisfaction (CSAT) too.). By responding immediately, chatbots eliminate wait times and can be used to start collecting necessary information from customers. Response speed.

Chatbots 246

Chatbots Customer Experience Multi-Channel CRM 246

Joe Rawlinson

NOVEMBER 3, 2024

It focuses on making each interaction impactful. Companies today are leveraging a range of technologies to streamline these interactions. Having updated information means better buyer relationships and personalized offers. It channels quick data capture into your backend management systems.

Innovation 78

Innovation Customer Service Multi-Channel Loyalty Programs 78

InMoment XI

FEBRUARY 8, 2024

A contact center is a centralized facility or department used by organizations to manage customer interactions through various communication channels, such as phone calls, emails, chat, and social media. The goal is to enhance the customer experience, streamline operations, and achieve cost savings.

Contact Center 195

Contact Center Multi-Channel First Call Resolution Social Media 195

NICE inContact

DECEMBER 8, 2016

Read on to learn the 9 things that millennials are expecting from the organizations they buy from and interact with, and how you can adjust your contact center to exceed their customer experience expectations. Globally, 55% of all customer service interactions now start online , and that numbers jumps to 65% for millennials.

Contact Center 201

Contact Center Customer Experience Social Media Multi-Channel 201

Retently

DECEMBER 10, 2024

It should also support multi-channel survey distribution and provide robust reporting tools for actionable insights. Multi-Channel Distribution : Distributes surveys via email, in-app messages, or web links, for a flexible and effective audience reach.

Multi-Channel 78

Multi-Channel Omni-Channel Analysis Survey 78

CSM Magazine

APRIL 10, 2025

Customers today expect faster resolutions, intuitive experiences, and tailored interactions when they engage with your brand. But how can businesses, particularly retailers, deliver seamless, personalized self-service across various channels without compromising user satisfaction? Heres a practical guide to help you succeed.

Self Service 52

Self Service Multi-Channel How To Call Center 52

InMoment XI

JANUARY 12, 2024

What is Conversation Intelligence Conversation intelligence refers to the ability to understand, analyze, and optimize human conversations, particularly in the context of business interactions. The goal of conversation intelligence is to enhance communication, improve collaboration, and extract valuable information from interactions.

e-support 195

e-support Healthcare Multi-Channel Call Center 195

Kayako

JANUARY 5, 2017

In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Customer expectations are changing; each time you add another channel, you offer another way for a customer to engage with you. Customers expect support to be available 24/7.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

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

AWS Machine Learning

DECEMBER 3, 2024

This conversational agent offers a new intuitive way to access the extensive quantity of seed product information to enable seed recommendations, providing farmers and sales representatives with an additional tool to quickly retrieve relevant seed information, complementing their expertise and supporting collaborative, informed decision-making.

Sales 104

Sales Knowledge Base Innovation Data 104

Calabrio

MARCH 4, 2025

Conversation intelligence gathers and interprets customer interactions across various communication channels. Then, they match this information with structured metadata about the interaction. With Automated Quality Management capabilities , analyzing 100% of customer interactions is completed within minutes.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

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

Uniphore

AUGUST 6, 2021

In fact, Gartner estimates that of the 70 percent of customers who attempt self-service during their resolution journey, only 9 percent of calls are resolved through that channel alone. more likely to ask a customer to repeat information on a call. Drowning in Complexity. Compared to their engaged peers, disengaged agents are: 0 %.

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

Comm100

OCTOBER 16, 2018

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. Use journey maps based on real customer experiences to identify personalization opportunities across all channels and systems.

Multi-Channel 177

Multi-Channel Customer Experience Customer Journeys Chatbots 177

BlueOcean

FEBRUARY 21, 2017

Yes, they need to be great communicators and they need to have the chops to navigate call center systems and software in their sleep, but the best skills and personality traits differ from agent to agent, depending on the brand, the type of customer service, and the specific support channel. Managing an Multi-Generational Contact Center.

Contact Center 225

Contact Center Multi-Channel Call Center Training 225

BirdEye

MARCH 6, 2025

That was Black Bear Diner s goal as a multi-location restaurant aiming to stand out among hungry diners. A multi-location business will benefit from local SEO , ensuring that each location appears in relevant search engine results. Ensure all information is accurate and matches other online channels.

Tips 85

Tips Tools Social Media Multi-Channel 85

InMoment XI

MARCH 18, 2024

Bringing all this data together is akin to assembling a jigsaw puzzle, revealing the complete image of customer interactions. By consolidating data from diverse channels, businesses can unlock a fuller understanding of customer preferences, pain points, and behaviours.

Multi-Channel 195

Multi-Channel Analysis Social Media Survey 195

InMoment XI

OCTOBER 24, 2023

In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. Contact center analytics are akin to a master storyteller, weaving tales from myriad data points and interactions. Each of these interactions leaves behind a trail of data.

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

BlueOcean

NOVEMBER 29, 2023

TX strategy is the ultimate integration of customer experience (CX), employee experience (EX), the multi experience (MX), and user experience (UX). When your customer first interacts with our customer care team, we want them to fall in love with your brand or remember why they loved your brand in the first place.

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156

Retently

OCTOBER 23, 2024

This means knowing when to listen, where to improve, and how to turn interactions into growth opportunities. Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction.

Ecommerce 109

Ecommerce Survey Retail NPS 109

BirdEye

DECEMBER 11, 2024

Enterprise business messaging solutions are designed to meet the unique needs of multi-location businesses. They enable higher volumes of customer interactions, seamless integration with enterprise CRM systems, enhanced coordination, and much more. This is where enterprise messaging software comes to the rescue.

Communication 52

Communication Software Multi-Channel Social Media 52

BirdEye

NOVEMBER 20, 2024

Managing a multi-location dental practice requires your teams to juggle patient care, staff coordination, reputation , appointments, and communications daily. With GenAI, your multi-location dental practice can focus on delivering quality patient care without compromising growth or the bottom line.

Multi-Channel 52

Multi-Channel Insurance Chatbots Analytics 52

BirdEye

DECEMBER 30, 2024

Managing a multi-location mortgage business in today’s fast-paced market requires juggling multiple priorities: client relationships, loan processing, compliance requirements, and team coordination. However, details can slip out when your agents process multiple applications, especially for a multi-location operation.

Multi-Channel 52

Multi-Channel Social Media Analysis Financial 52

AWS Machine Learning

FEBRUARY 5, 2025

This post explores how diverse interfaces enhance user interaction, improve accessibility, and cater to varying preferences. By combining RAG with multiple interfaces, the assistant delivers consistent, accurate, and contextually relevant information regardless of the users preferred environment and productivity tools.

Multi-Channel 71

Multi-Channel Analytics Data Travel 71