InMoment XI

MAY 3, 2024

Staff Feedback: Gathering insights from frontline staff to understand customer interactions and pain points. Contact Centre Feedback: Insights from customer interactions with support teams, providing valuable feedback on pain points and areas for improvement.

Retail 195

Retail Return on Investment ROI Analysis 195

Calabrio

MARCH 22, 2025

Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes. Their insights provide valuable data for management to optimize training and service delivery.

Contact Center 130

Contact Center Management Strategy Call Center 130

Centercode

SEPTEMBER 1, 2020

In order to facilitate direct and continuous interactions with their customers, they needed more than a beta testing program. Now, their beta test ROI is over 250% — and the team is able to maximize its beta results to the fullest. The post Caavo Exceeds 250% Beta Test ROI with Centercode appeared first on Centercode.

ROI 98

ROI Case Study Roadmap Study 98

Win the Customer

DECEMBER 21, 2024

Artificial intelligence (AI) offers a powerful toolkit to achieve these goals, enabling you to anticipate customer needs, personalize interactions, and deliver proactive support. Conducting thorough cost-benefit analyses: Evaluate the potential return on investment (ROI) of each AI initiative.

Social Media 59

Social Media Roadmap Return on Investment Chatbots 59

Retently

NOVEMBER 27, 2024

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. Here are the most powerful approaches: 1.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Win the Customer

JANUARY 2, 2025

Identifying AI Opportunities: They must be able to identify potential applications of AI within the product roadmap to enhance CX, such as improving customer segmentation, personalizing product recommendations, and optimizing customer support workflows. Continuous Improvement: AI models require continuous monitoring and optimization.

Management 59

Management Return on Investment Roadmap Metrics 59

InMoment XI

SEPTEMBER 3, 2024

When you analyze the natural language interactions between customers and an organization, conversational analytics unlocks a wealth of insights that can be used to resolve issues faster, enhance agent performance, reduce costs, and demonstrate the value of customer service investments. Why is Conversational Analytics Important?

Analytics 195

Analytics Data Social Media Average Handle Time 195

InMoment XI

AUGUST 25, 2023

InMoment’s Principal CX Strategist Jim Katzman and guest speaker from Forrester, Senior Analyst Colleen Fazio discuss decision-making in regards to CX program initiatives, finding the right program size, proving ROI in your CX program, and more. Let’s dive into what we covered on our webinar.

How To 195

How To ROI Net Promoter Score Measurement 195

C3Centricity

MAY 11, 2020

For more on project management I suggest reading the post “Getting to Yes: A 7-step Roadmap to Successful Project Management.” Ideally, every employee should get the chance to watch, listen and interact with customers regularly. This is the same for every project, not just that of adopting a customer-first strategy.

Strategy 246

Strategy Customer Centricity Chief Customer Officer CRM 246

Optimove

NOVEMBER 26, 2024

This blog addresses those questions and provides a roadmap for building best-in-class post-purchase journeys. However, customers today interact with brands across multiple channels, including SMS, in-app messaging, social media, and direct mail. Use data to prioritize channels most likely to enhance customer experience and ROI.

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

Thematic

MARCH 20, 2025

And take note: companies that use AI-driven text analytics are already seeing the benefits—early adopters of AI in CX are 128% more likely to report high ROI from their AI tools. Optimize product roadmaps: Prioritizing high-impact updates based on projected user preferences. So let’s break it down. The result?

Analytics 62

Analytics Social Media Banking Analysis 62

CSM Magazine

FEBRUARY 12, 2025

In an era where a single negative interaction can go viral, organisations are scrambling to upgrade their CX capabilities. But here’s the thing: successful CX transformation isn’t about jumping on the latest tech bandwagon it’s about following a proven roadmap to results. Well, you’re not alone.

Multi-Channel 52

Multi-Channel Consulting Return on Investment ROI 52

GetFeedback

JANUARY 27, 2020

ROI: If VoC results aren’t tied to clear financial metrics or business goals, you can’t validate the impact of your program. Leverage feedback to enhance multiple initiatives, such as improved team training, developing proactive approaches to customer interactions, and updating knowledge base resources. .

How To 221

How To Customer Journeys Feedback Survey 221

Totango

FEBRUARY 5, 2019

ROI-focused SaaS strategies should be based on comprehensive data gathered from every customer engagement. Establish a customer journey roadmap that creates realistic expectations and lets you know if progress has stalled. Unclear ROI Value: Some customers have trouble seeing how your service will meet their goals.

ROI 76

ROI Customer Success Strategy Effort Score 76

Influitive

MAY 15, 2015

If you were to ask a group of community managers what keeps them up at night, you’d likely hear the same two or three concerns at the top the list: engagement , lack of resources and, of course, ROI. If you’ve already developed a resourced roadmap, you’re well on your way. Number of interactions and engagement.

ROI 61

ROI B2B Roadmap Metrics 61

GetFeedback

JULY 19, 2019

In life, each of us interacts with people who think we’re the greatest thing ever or the least impressive thing they’ve ever seen. 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. Get the Guide.

Data 262

Data How To Social Media Effort Score 262

InMoment XI

JUNE 5, 2024

Comprehensive Use Case Support Our integrated CX analytics capabilities capture, analyze, and unify feedback from multiple customer feedback channels, including surveys, social media, voice interactions, and more. Our roadmap includes significant advancements in AI and NLP, particularly enhancing feedback solicitation and data integration.

Analytics 195

Analytics Effort Score Social Media Innovation 195

InMoment XI

AUGUST 16, 2024

When digital tools are integrated into customer-facing processes, such as service delivery, communication channels, and support systems, businesses can offer faster, more personalized, and consistent interactions. InMoment has created a digital transformation roadmap to help you create successful digital experiences in your organization.

Strategy 195

Strategy Customer Journeys Omni-Channel Technology 195

Thematic

MARCH 30, 2025

81% say a positive support interaction makes them more likely to buy again. The most important thing you can do during your follow-up is to learn more about customer pain points to inform your product roadmap. A public feedback roadmap helps keep users informed as their suggestions move from idea to implementation.

Feedback 62

Feedback Roadmap Effort Score NPS 62

InMoment XI

OCTOBER 24, 2023

Contact center analytics are akin to a master storyteller, weaving tales from myriad data points and interactions. It’s the pulse of customer interactions, the rhythm of agent responses, and the melody of operational flows. Each of these interactions leaves behind a trail of data. What Are Speech Analytics?

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

Thematic

MARCH 30, 2025

In fact, high-performing businesses are 128% more likely to report strong ROI from their investments in predictive analytics. Optimizing Customer Journeys with Behavioral Analytics Every customer follows a journey—from first interaction to long-term loyalty. That said, not all feedback analytics solutions are created equal.

Customer Insights 62

Customer Insights Data Analytics How To 62

InMoment XI

FEBRUARY 1, 2024

Intent Prediction Intent prediction is a crucial component of data analysis, focusing on deciphering the underlying intentions behind customer interactions. For example, in customer service interactions, intent prediction can determine whether a customer is likely to purchase, seek support, or churn.

Analysis 195

Analysis Social Media Analytics Loyalty 195

CSM Magazine

DECEMBER 9, 2024

The Group, which includes makepositive, delivers solutions and services that seamlessly combine digital and human interactions to support exceptional customer experiences.

Average Handle Time 52

Average Handle Time Groups Customer Satisfaction Roadmap 52

Optimove

DECEMBER 18, 2024

This post offers a clear roadmap for using analytics to drive sustainable growth in a burgeoning market. Optimize Marketing with Data-Driven Insights European operators have honed the ability to collect, analyze, and act on player data, enabling them to craft hyper-targeted marketing campaigns that maximize engagement and ROI.

Gamification 64

Gamification Sports Loyalty Programs Omni-Channel 64

TechSee

FEBRUARY 14, 2025

Unlike traditional chatbots, these advanced systems harness the power of vision to radically simplify the customer experience, offering capabilities that extend far beyond text-based interactions: Visual problem diagnosis Intelligent troubleshooting Adaptive learning from each interaction Autonomous problem resolution See the Numbers: Key Adoption (..)

Customer Experience 109

Customer Experience Chatbots Roadmap ROI 109

Thematic

FEBRUARY 24, 2025

Analyze customer interactions across multiple touchpoints. Live chat and support interactions – Collect real-time feedback from customer service exchanges. Analyze Customer Interactions Across Multiple Touchpoints Customers today engage with businesses across multiple channels. Just look at the case of DoorDash.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

InMoment XI

OCTOBER 9, 2024

Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention. Leverage interactions with customers via live chat. Data from live chat interactions presents opportunities to learn about customer expectations, including common complaints or remarks.

Feedback 195

Feedback How To Social Media B2C 195

BirdEye

DECEMBER 28, 2024

Here is how you can streamline your efforts and improve your ROI from social media activities: Focus primarily on visual platforms like Instagram and Facebook for showcasing food photography and behind-the-scenes content. Higher clicks instantly translate into higher ranking on local searches.

Tips 97

Tips Social Media Chatbots System 97

ECXO

DECEMBER 20, 2023

Get executive buy-in, build a cross-functional team and bring data to the C-Suite and leadership teams Get senior buy-in and align stakeholders around the new CDP / personalisation roadmap. This makes it easier to prove ROI. Leaders already report strong ROI. Model two or three simple use cases to track and measure.

Customer Experience 156

Customer Experience Effort Score B2B ROI 156

SuiteCX

MARCH 31, 2015

It is very similar to the process and structure around data governance which is a more mature capability in many companies. ©2015 suitecx – Confidential What are some new roles and skills required to govern journey mapping efforts?

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

InMoment XI

APRIL 3, 2024

The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

ChurnZero

DECEMBER 19, 2024

NinjaCats CS team faced the challenge of maximizing platform adoption and ROI for clients who were underutilizing the digital marketing performance management platform’s features and capabilities. Other departments also now view customer success as a model for automating repetitive tasks and enhancing client interactions, says Nicole.

Customer Success 52

Customer Success Meeting Self Service ROI 52

DCX

JANUARY 7, 2025

Use it to: Cut through the noise and focus on what really matters to customers Link CX initiatives directly to business outcomes Get practical steps to increase leadership buy-in Turn customer feedback into actionable improvements Build a results-focused CX roadmap Take 30 minutes to complete this assessment. What resources are needed?

Customer Experience 52

Customer Experience Effort Score Leadership Metrics 52

Feedbackly

SEPTEMBER 26, 2023

Consider it a winning roadmap to stay ahead of the curve! It’s the way forward in tailoring interactions to their liking, preventing negative experiences, and fostering lasting emotional connections. Measuring Emotional ROI With emotional experience being the way forward in CX, EVI® will introduce a new dimension of measuring ROI.

Management 98

Management ROI Touchpoint Comparison 98

BirdEye

DECEMBER 19, 2024

Improved campaign performance with machine learning Digital marketing tools optimize performance by continuously analyzing customer interactions and campaign metrics. HubSpot : Offers comprehensive customer engagement: Automates marketing workflows Manages email marketing campaigns Tracks customer interactions Provides customer insights 3.

Strategy 52

Strategy Marketing Social Media Hospitality 52

Gainsight

MAY 12, 2022

What’s more, this customer-first approach to your product roadmap also fits perfectly into recurring revenue models. Because analytics pull data directly from the user, it can inform your decisions and guide your product roadmap choices in a direction that’s aligned with the user’s needs. You can measure and prove progress.

Analytics 105

Analytics Customer Experience Roadmap Feedback 105

Customer Bliss

AUGUST 3, 2018

There are methods to prove the ROI of CX investments, find a method that works for your company. There’s a human at the end of all of the decisions and interactions we’re making, and though we have tools to help us, it’s still the human element and thoughtfulness that helps us connect to our customers and provide a worthwhile experience.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120