InMoment XI

DECEMBER 15, 2022

Build a Strong Foundation with Integrated Experience Strategize New Customer, Employee, & Non-Buyer Signals Don’t Settle for Snapshots—Aim for Actionable Intelligence. However, most CX platforms are still primarily focused on surveys and traditional metrics (in blue in the figure below).

Trends 529

Trends How To Social Media Survey 529

ReviewTrackers

OCTOBER 19, 2018

The Rise of the Customer Insight and Action Platform. Typically in the form of software, customer insight and action platforms help you understand more completely and accurately how customers feel and think, what they need and care about, and how they make purchase decisions. What does this mean, exactly?

Customer Insights 56

Customer Insights Strategy Multi-Channel Social Media 56

Forrester's Customer Insights

OCTOBER 30, 2023

Have you ever heard a leader of a successful business proudly announce that they don’t much care about understanding their customers’ needs? Yeah, me neither. The data from Forrester’s recent report, The State Of Customer Obsession In B2B, 2023, is clear on the value of knowing what drives your customers.

B2B 58

B2B Report Customers Data 58

ReviewTrackers

OCTOBER 19, 2018

The Rise of the Customer Insight and Action Platform. Typically in the form of software, customer insight and action platforms help you understand more completely and accurately how customers feel and think, what they need and care about, and how they make purchase decisions. What does this mean, exactly?

Customer Insights 50

Customer Insights Strategy Multi-Channel Social Media 50

IntouchInsight

SEPTEMBER 13, 2023

This month at Intouch Insight we have introduced several new updates to our CX platform. These changes will help you get the most out of your data so you can begin action immediately.

Data 334

Data 334

InMoment XI

NOVEMBER 28, 2023

In the digital age, platforms such as Yelp, Google, Facebook, and Tripadvisor wield unprecedented influence over consumers’ purchase decisions. This explains why the highest-rated businesses on online review platforms are typically the ones that proactively manage reviews and are most responsive to customers.

Management 346

Management Marketing Social Media Guidelines 346

InMoment XI

DECEMBER 22, 2022

In the customer experience industry, we call capturing customer feedback a “voice of customer” program, and at InMoment—we know that it’s not enough to capture feedback, you need to capture it, understand it, take action, and make sure customers know their feedback is being heard. Step #4: Transform Through Taking Action. The result?

Voice of Customer 558

Voice of Customer Examples Strategy Net Promoter Score 558

InMoment XI

FEBRUARY 16, 2024

Enter Integrated CX—a transformative business strategy that aligns organisations to unlock the full potential of customer data.This approach revolves around three key pillars: Strongest Signals, Richest Insights, and Smartest Actions. This diverse data set helps decode emotions, understand behaviours, and enable informed actions.

Multi-Channel 260

Multi-Channel Touchpoint Social Media Customer Voice 260

InMoment XI

OCTOBER 26, 2022

Integrate Data From Everywhere Into Your CX Platform Increase Experience Awareness Encourage a Culture of Commitment. #1: 1: Integrate Data From Everywhere Into Your CX Platform. One of the most important keys to deliver seamless customer experiences is to have seamless data integration from everywhere into your CX platform.

Retail 529

Retail Customer Centricity Government Chief Customer Officer 529

InMoment XI

FEBRUARY 6, 2024

Social media platforms like Facebook, YouTube, X (formerly called Twitter), TikTok, Instagram, and LinkedIn (among others) are essential for businesses looking to attract customers, gather valuable feedback, and foster customer loyalty. Social media is an excellent platform for sharing expertise, insights, and valuable information.

Social Media 260

Social Media Marketing Advertising Feedback 260

InMoment XI

FEBRUARY 2, 2024

Social media facilitates real-time interaction, serves as a valuable source of customer feedback and insights, shapes your brand reputation and visibility, and can even function as a platform for market research. Hootsuite is one of today’s most widely used social media management platforms. What is Hootsuite?

Social Media 295

Social Media Brands Management Analytics 295

InMoment XI

JANUARY 19, 2024

It takes into account various factors, constraints, and objectives to suggest the best course of action in a given situation. The primary goal of prescriptive analytics is to provide actionable recommendations that help organizations or individuals make informed decisions to achieve desired outcomes.

Analytics 260

Analytics Course Retail Resources 260

InMoment XI

APRIL 27, 2023

InMoment announced today new innovative capabilities in the award-winning XI Platform for clients around the globe. If you’re a client and want to talk to someone about the updates to the XI Platform, contact your account rep.

Innovation 260

Innovation Feedback Analysis Resources 260

InMoment XI

MARCH 21, 2022

Many CX leaders in this space find it challenging to stitch together holistic customer feedback in one place, and know how to take action from it. Challenge #3: Taking Action on Feedback. Some utilities brands find it tricky to know which actions to take after analysing their customer experience data.

Brands 529

Brands Roadmap Strategy Social Media 529

Comm100

APRIL 22, 2024

Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effectively. Platforms like Comm100 enable agents to access all communication channels — from emails, live chats, social media to phone calls — in one place.

How To 130

How To Chatbots Omni-Channel Social Media 130

InMoment XI

APRIL 24, 2024

If you aim to enhance experiences across all interactions, InMoment’s XI Platform offers support for over 41 languages and dialects. Look for a software solution that offers customization options and configurable settings to tailor the platform to your specific needs and preferences.

Contact Center 260

Contact Center Healthcare Contact Center Software Insurance 260

InMoment XI

SEPTEMBER 21, 2021

The answer lies in unstructured data and the Experience Improvement (XI) solutions that can turn it into actionable intelligence. That actionable intelligence, in turn, gives brands the chance to create a more organic, more connective, and more human customer experience. Consider platforms like Instagram, Yelp, and YouTube.

Customer relationships 577

Customer relationships Customer Experience Net Promoter Score Effort Score 577

InMoment XI

DECEMBER 1, 2022

Our goal is to empower you with the data, technology, and human expertise necessary to identify the moments that matter, understand what’s working (and what might need improvement), take informed action to solve business problems, and ultimately provide a truly differentiated experience for your business. The Continuous Improvement Framework.

Self Service 493

Self Service Analytics ROI Automotive 493

InMoment XI

JULY 12, 2022

Finding the insights, data, and comments that will make employees better at their jobs begins with using an Experience Improvement platform to ingest data (especially customer comments) for actionable insights. Enacting this approach will also enable your frontline employees to provide a far superior experience to customers.

Contact Center 529

Contact Center Metrics Customer Centricity Culture 529

InMoment XI

JULY 19, 2023

To meet these demands, companies are turning to customer experience experts who possess the knowledge and skills to enhance CX platforms and drive customer-centric strategies. Customer experience experts possess the skills to identify pain points in the customer journey and suggest actionable improvements.

Customer Experience 260

Customer Experience Customer Journeys ROI Customer Centricity 260

BlueOcean

JANUARY 30, 2024

In fact, we often see companies choosing to outsource when the need arises to invest in a new technology platform. With the evolution of cloud-based telephony platforms and other foundational technologies moving to the cloud, the picture is different but not irrelevant. On-going technology costs are also generally included.

Contact Center 296

Contact Center Call Center Comparison Customer Care 296

InMoment XI

FEBRUARY 1, 2024

It offers a deep understanding of customer and employee feedback, transforming complex data into clear and actionable insights. Spotlight’s integrated approach provides a comprehensive view, turning past and present data into powerful, actionable insights for immediate strategic impact.

Analysis 260

Analysis Analytics Social Media Loyalty 260

InMoment XI

MARCH 11, 2024

Analysis and Action: The collected feedback is analyzed by the company to identify patterns, trends, and areas for improvement. Based on this analysis, actions are taken to address any issues, capitalize on strengths, or make enhancements to the product, service, or customer experience.

Feedback 260

Feedback Net Promoter Score Customer Experience Social Media 260

Lumoa

MARCH 12, 2023

When they do, it’s usually scattered across multiple platforms, seen by only one or two teams, and rarely has a big impact. One of the easiest (and smartest) ways to start is by implementing a customer experience platform. In This Article: What is a customer experience platform? A CX platform combines all of that.

Customer Experience 208

Customer Experience Customer Journeys NPS Analytics 208

Lumoa

NOVEMBER 21, 2023

But it is one thing to claim that a business values customer feedback and another to sift out the actionable data. It can provide all the necessary ingredients for actionability. Apart from using human-like language, it helps bots to learn and improvise their responses based on their actions.

Analysis 208

Analysis Feedback Social Media Chatbots 208

Lumoa

JANUARY 24, 2024

Transforming Analytics into Action Remember that the true value of text analytics in customer feedback can only be realized when it impacts decision-making and actions within a company. Large volumes of qualitative data turn into actionable insights. An organization that can act on feedback.

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

Experience Investigators by 360Connext

FEBRUARY 20, 2024

And while any customer feedback program can add value to a customer experience strategy, the best ones create a swift cycle of turning listening into insights and action. AI has become a staple in major customer interaction platforms, from feedback mechanisms to customer relationship management systems (CRMs).

Analysis 270

Analysis Analytics Customer Relationship Management Feedback 270

TechSee

JUNE 29, 2023

Practical service automation requires a management layer that oversees and optimizes the LLM and integrates with the broader ecosystem of backend platforms and customer interfaces. Service requires making decisions and taking action across multiple platforms and environments.

Chatbots 202

Chatbots Customer Service Customer Service Representative Wait Times 202

Alida

JULY 12, 2022

To support this approach, the lululemon brand team established the lululemon Feedback Forum built on the Alida platform. Here we look at the three main ways lululemon is co-creating new experiences with their customers.

Apparel 237

Apparel Customer Experience Retail Customer Centricity 237

Alida

JULY 14, 2021

At Alida, we define a digital insight community as a customer engagement platform you can use to uncover agile, actionable insights from the right people at the right time—at scale. How would you describe a digital insight community and its value to your organization? And how do we know? Well, we invented it.

Tips 246

Tips Customer Engagement Engagement Customers 246

Comm100

OCTOBER 31, 2023

While every gambling platform faces distinct and different challenges, there’s one challenge that every site faces – how to increase player engagement. By combining AI-powered automation and player data, platforms can now offer experiences that resonate with individual preferences and encourage them to engage.

Chatbots 156

Chatbots Loyalty Engagement Strategy 156

BirdEye

NOVEMBER 27, 2023

The significance of actionable insights in shaping business strategies Leveraging insights derived from customer feedback is crucial for creating successful growth strategies. To stay ahead of the curve, you must ensure that your chosen platform has features that enable your business to transform data into valuable strategic assets.

Report 115

Report Social Media Multi-Channel Net Promoter Score 115

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. This action guarantees that your newest team members remain enthusiastic and committed from acceptance to their first day.

Call Center 98

Call Center Gamification Contact Center Training 98

Comm100

APRIL 2, 2024

This means making feedback opportunities easily accessible across various platforms, including social media, email, and direct surveys. – Analyzing Feedback for Actionable Insights: Collecting feedback is only the first step; analyzing this data for actionable insights is where the real improvement begins.

Strategy 224

Strategy How To Wait Times Customer Satisfaction 224

Comm100

NOVEMBER 14, 2023

This is why any customer service software or platform must be universally accessible to its staff that use it, as well as its end users. To make the Comm100 platform as accessible as possible, there are also clear announcements of each element’s purpose, such as titles, links, tables, lists, forms/fields, and message content.

Software 130

Software Technology Exceptional Customer Service Omni-Channel 130

Thematic

APRIL 3, 2024

It encompasses both direct feedback – what customers explicitly tell you through surveys, reviews, or conversations – and indirect feedback –  the behaviors, preferences, and sentiments expressed through actions like website interactions, purchase patterns, and social media engagement. " mentality.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62