eglobalis

MARCH 30, 2025

[link] Introduction: Todays businesses face a pivotal question: can emerging technologies like AI and real-time data platforms reduce or even replace the need for traditional customer surveys in managing customer experience (CX)? past customers who churned or became high-value advocates) and identify patterns.

Survey 326

Survey Banking NPS Effort Score 326

InMoment XI

MARCH 14, 2023

Peggy: I have been in this industry for over 25 years, and back then, it was all about process-focused engineering and technology—and that’s great. Still, we’ve seen the pervasiveness of electronics, and everything we use—from work to play—is packed with technology to make our lives easier.

Voice of Customer 195

Voice of Customer B2B Customer Experience Culture 195

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Strategy 460

Strategy Customer Experience Net Promoter Score Customer Centricity 460

InMoment XI

DECEMBER 17, 2024

As your company begins to scale customer experience operations, it is possible for silos that cause different departments to use separate technologies and focus on different metrics, which fragments your understanding of the customer experience.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

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. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

DECEMBER 3, 2024

This step encourages the use of customer experience metrics to improve business processes. Organizations advance to the final stage by leveraging the entire workforce and advanced technology. Investing in AI-powered analysis to gain valuable insights from customer experiences.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

InMoment XI

SEPTEMBER 13, 2022

It is ultra important to the success of Foot Locker and the happiness of their consumers to be an actively listening company that prioritizes the voice of customer at the highest levels of the organization. And that means giving customers the most varied and innovative opportunities to leave feedback.

Innovation 370

Innovation Sports Tips Video 370

InMoment XI

JUNE 28, 2022

Our latest addition, ReviewTrackers, empowers over 175,000+ business locations to better understand and manage their customer reviews across 100+ sites with their review management technology. InMoment and ReviewTrackers joining forces is great news for today’s brands! Read more here!

Analytics 74

Analytics Feedback Report Industry 74

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

SurveySensum

DECEMBER 28, 2020

The most common reason behind their failure was – they were not making any use of the voice of the customer data. . So, aiming to help growth-stage companies start their voice of the customer program, we launched our first podcast, Experience talk: Voice of customer and employee.

Voice of Customer 98

Voice of Customer B2C Social Media Chatbots 98

Calabrio

MARCH 22, 2025

How do you ensure all those layers of teams, policies, processes, and technologies are pulling in the same direction? Managing Technology: The contemporary contact center is an increasingly digital place. The right technology is key to facilitating contact center activity and accelerating improvement.

Contact Center 130

Contact Center Management Strategy Call Center 130

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. Both groups of technologies can be utilized to make analytics more actionable. Why are your customers turning away from you?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. Technology advances will continue to inspire new innovations in customer experience. CX is a tough business.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Lumoa

JANUARY 9, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. HOWEVER, I also argue that despite that, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey. Customers want you to know them.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

ECXO

OCTOBER 7, 2024

You are tasked with reinventing the customer journey, merging technology and human touch to craft seamless, personalized experiences. Continuous Improvement: The landscape of customer expectations is ever-evolving. Innovation is your constant companion in this exhilarating journey.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of Customer Maturity Today 2. So, what does it mean? Outline: 1.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

CX Accelerator

JANUARY 7, 2019

So keep that in mind as I talk about technology for customer experience. That being said, I thought it might be helpful to share what I understand thus far about a couple concepts that are often mentioned in the CX technology space. I’m slow to grasp new concepts but once I do grasp them I generally understand them very well.

Net Promoter Score 275

Net Promoter Score Contact Center Chatbots Knowledge Base 275

ClearAction

FEBRUARY 27, 2017

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. What’s broken?

Voice of Customer 71

Voice of Customer Effort Score ROI Metrics 71

Lumoa

NOVEMBER 2, 2022

But as technology evolves, so do the expectations. Consequently, so does the demand for a good customer experience. This information helps businesses determine which aspects of products or services are appreciated by customers and vice versa. From a customer’s perspective, it’s all but one experience.

Industry 221

Industry Telecommunications Customer Experience Multi-Channel 221

ClearAction

APRIL 16, 2024

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. Therefore, Voice of Customer should be very good at driving changes to the business, accordingly.

Voice of Customer 62

Voice of Customer ROI Customer Centricity Return on Investment 62

Calabrio

MARCH 5, 2025

By identifying problems like inefficient call routing and technology limitations, shrunk wait times and average handle times while driving a $2.7M The top 4 customer experience analytics tools to level up CX Having CX analytics tools at your disposal can be a make-or-break differentiator for meeting high customer expectations.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

eglobalis

OCTOBER 9, 2024

Does your technology stack support the requested feature? Communicate resource limitations openly with customers and explain which projects have been prioritized and why. Technical Limitations Sometimes, a feature request is not feasible with the existing technology stack or product architecture.

Feedback 516

Feedback ROI Innovation B2B 516

Thematic

SEPTEMBER 24, 2024

That’s where Voice of Customer (VoC) Analytics steps in. Analyzing your customer feedback gives you actionable, targeted insights that help you fine-tune strategies, enhance customer experiences, and fuel real growth. What is Voice of Customer (VoC) Analytics? And that benefits the bottom line.

Voice of Customer 62

Voice of Customer Analytics Tools Strategy 62

Thematic

SEPTEMBER 19, 2024

Businesses need to understand what their customers really think, and the best way to do this is a Voice of Customer (VoC) program. Most businesses begin by sending out surveys and collating customer feedback which they can distill into actionable insights using analytics tools. How Do Voice of Customer Tools Work?

Voice of Customer 62

Voice of Customer Tools Social Media Analysis 62

Thematic

JUNE 13, 2023

More businesses aim to capture Voice of Customer (VoC) data each year. But only 14% of marketers feel customer experience is their strongest company trait. You already know you need an amazing customer experience (CX) to keep retention high. Or they might discover that they need to improve their customer service.

Voice of Customer 62

Voice of Customer Tools Customer Experience Net Promoter Score 62

Calabrio

MARCH 5, 2025

These technologies play a decisive role in collecting customer feedback in real-time, automatically processing large amounts of information quickly and accurately. Successful voice of customer programs set up a system for ongoing monitoring and analysis of their needs and sentiments.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

InMoment XI

JANUARY 10, 2023

Before you know it, you’ve got different departments using separate technologies and focusing on different metrics—fragmenting your understanding of the customer experience. . Each department has its own set of metrics, uses its own software, and focuses its attention on one specific leg of the customer journey.

Customer Experience 243

Customer Experience Management Customer Journeys Effort Score 243

Calabrio

MARCH 5, 2025

A McKinsey survey revealed customer care leaders top growth priorities included customer experience improvement, technology implementation, and identifying revenue growth opportunities. Happy customers are more likely to become repeat customers and brand advocates.

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

InMoment XI

OCTOBER 19, 2023

Contact centers work by routing customer inquiries to the most appropriate agents or channels, which enhances efficiency and reduces customer wait times. They rely on technology, such as Interactive Voice Response (IVR) systems, to automate responses and categorize customer requests, ensuring that they reach the right destination.

Contact Center 273

Contact Center Customer Service Omni-Channel Call Center Solutions 273

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. According to Accenture , 85% of customer interactions will be managed with AI by 2020. Both groups of technologies can be utilized to make analytics more actionable. Why are your customers turning away from you?

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Customer Bliss

JUNE 6, 2018

Focus on where it should be years from now and how technology can be combined to make this better. He needed to ensure cultural changes and process changes are fueled by the customers and their needs, wants and expectations. Overcoming the lack of product and location advantage. Click To Tweet. About Eric Smuda.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

Thematic

JULY 3, 2018

This is part 3 of our blog series from our webinar “5 practical ways to influence managers for Voice of Customer (VOC) success”, by myself and Dr. Alyona Medelyan. This blog series is all about how to make a strong case internally in your business to get buy-in from your stakeholders for your Voice of Customer (VOC) programme.

Voice of Customer 59

Voice of Customer How To NPS Fashion 59

Lumoa

APRIL 3, 2018

The Net Promoter System is an open source system, which means you can change&customize the questions for your own purpose. Unfortunately this sometimes leads to misunderstanding the customer feedback and, as a result, ignoring the voice of customers as a whole. That's where text analytics technologies come into play.

Net Promoter Score 316

Net Promoter Score NPS Touchpoint Feedback 316

InMoment XI

OCTOBER 19, 2021

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals.

Analytics 370

Analytics Data Customer Experience Social Media 370

InMoment XI

SEPTEMBER 9, 2024

What is their specific expertise within customer experience (e.g., journey mapping, voice of customer programs, etc.)? How do they stay updated on the latest CX trends and technologies? What is their process for assessing and improving customer experience? This is where InMoment’s CX services shine.

Consulting 195

Consulting Customer Journeys Customer Experience ROI 195

ijgolding

NOVEMBER 13, 2018

Ultimately, establishing the Voice of Customer in your client base will help you leverage positive reviews and organic word-of-mouth, which will help you grow your business. VOC TECHNOLOGY AND WHY IT’S IMPORTANT. This ensures that departments respond to customer issues and remain proactive in resolving problems.

B2B 185

B2B B2C Automotive Retail 185

CX Accelerator

JULY 22, 2019

To find out the answers to these questions and more, it’s important to ask customers and listen to what their responses are. Corey has dedicated his career to building strong, long lasting relationships within partner channels bringing people and technologies together to improve the customer experience within the contact center industry.

Contact Center 182

Contact Center Analytics Net Promoter Score Effort Score 182