InMoment XI

JULY 11, 2023

Predictive analytics. What is predictive analytics,” you may ask. Well, by thoroughly analyzing historical data, predictive analytics software can predict future customer needs and behavior, forging a proactive customer experience (CX) strategy. What Is Predictive Analytics?

Analytics 200

Analytics Customer Satisfaction Analysis Policies 200

Lumoa

FEBRUARY 14, 2024

It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. This is because CX involves many factors that are outside your direct control.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

InMoment XI

APRIL 27, 2023

This release of enhancements builds on InMoment’s integrated CX approach and AI-powered product foundation to give organizations the best chance of competing in today’s changing business environment. InMoment announced today new innovative capabilities in the award-winning XI Platform for clients around the globe.

Innovation 260

Innovation Feedback Analysis Resources 260

InMoment XI

NOVEMBER 2, 2022

Your customer experience (CX) program, like your business, needs to be able to grow and evolve to prove a return on investment. If you’re like the majority of CX practitioners (CX Network’s “Global State of CX” report shows that it is the second highest concern for CX practitioners), you likely have quite a few ROI questions.

ROI 493

ROI Return on Investment Airlines Call Center 493

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. NLP has made feedback analytics way more accessible. Let’s explore how you can use analytics to revolutionize your customer experience.

Analytics 208

Analytics Customer Experience Management Net Promoter Score 208

InMoment XI

AUGUST 8, 2023

As we make our way forward with new CX technologies and approaches, survey fatigue remains a key operational concern. CX professionals are finding it more challenging than ever to keep program momentum alive. This is a hurdle that CX professionals confront head-on as they strive to maintain the momentum of their survey programs.

Survey 580

Survey Net Promoter Score Customer Service Representative Tips 580

InMoment XI

FEBRUARY 8, 2023

The success of your CX effort is determined not only by where it lives within your organization, but also by who’s heading up the program and driving its goals, actions, and direction within your company. This job isn’t easy and not for the faint-of-heart; frankly, CX leaders often end up working against what is natural for an organization.

Sports 295

Sports Financial ROI Leadership 295

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it. This may sound contradictory for a CX professional to say.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

InMoment XI

FEBRUARY 2, 2024

In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. Worldwide Furniture Retailer Redefines Comfort through Integrated CX One of the biggest companies in the furniture space is pioneering a future where relaxation meets technology.

Hospitality 260

Hospitality Call Center Retail NPS 260

Lumoa

JANUARY 8, 2024

To remind you a bit of what it is and what it does, text analytics uses transforms unstructured text into structured data that’s actually useful for business decisions. Product Development Insights: Spot trends and customer preferences, guiding your next product iteration to align with market demands and expectations.

Analysis 394

Analysis Software Comparison Social Media 394

InMoment XI

AUGUST 23, 2023

If you do not undergo continuous customer experience management to help your business keep up with customer and industry competitors, you may develop a static CX program. A stagnant CX program, or stagnant customer experience strategy , can lead to declining customer satisfaction , loss of competitive edge, and missed growth opportunities.

Customer Experience 260

Customer Experience Omni-Channel Employee Engagement Innovation 260

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. For organizations of any size, managing CX can be a complex and challenging process that involves executive commitment, strategy, and integration of technology.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

InMoment XI

FEBRUARY 14, 2024

How Omnichannel Customer Experience Affects Integrated CX Omnichannel customer experience strategies are the building blocks of creating a truly integrated customer experience. For example, a customer may research a product online and then visit a physical store to make a purchase, with their shopping cart and preferences already synced.

Omni-Channel 260

Omni-Channel Customer Experience Social Media Touchpoint 260

InMoment XI

FEBRUARY 9, 2024

It’s driven, in part, by product innovation. Let’s take a closer look at how integrated CX platforms, and AI-powered tools in general, enable automotive brands to deliver intelligent, bespoke experiences that successfully attract, convert, and retain customers. The automotive industry is in the midst of a huge transformation.

Automotive 260

Automotive Customer Journeys Chatbots Ecommerce 260

Lumoa

NOVEMBER 7, 2022

. #1 Customer insights are a company-wide resource Even just a few years ago, customer insights or feedback were collected and owned solely by the CX or marketing team. From product and service design, to support, sales and management, more and more teams are starting to harness the power of customer insights.

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

Lumoa

JANUARY 19, 2023

This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services. What’s more, it will help you build a link between your CX team goals and the broader company goals. Current State & Future state from cx-journey.com 3.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Experience Investigators by 360Connext

FEBRUARY 6, 2024

We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. And that’s a problem.

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

Lumoa

OCTOBER 20, 2022

It means that in order to stay ahead, they need to focus on delivering not just a good product or service, but a great customer experience as well. A Good CX Shows What Your Brand Is About. An excellent way to do this is through using survey analytics and social media reviews. What does this mean for companies?

Customer Experience 305

Customer Experience Banking Customer Retention Customer Satisfaction 305

Alida

OCTOBER 26, 2021

Today, we’re thrilled to announce our Fall 2021 product release. Alida brings new capabilities in customer experience (CX), employee experience (EX), product experience (PX), and brand experience (BX).

Analytics 246

Analytics Touchpoint Employee Experience System 246

Lumoa

JUNE 30, 2022

If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. And that’s why CX is an area of business that’s often underappreciated, undervalued, and overlooked. You can become a driver of change.

Customer Experience 277

Customer Experience How To Metrics Feedback 277

Uniphore

JANUARY 21, 2022

In the wake of the global pandemic, customer experience (CX) has risen to new prominence as more patients and members are interacting with healthcare service providers remotely. Healthcare CX, it seems, is as complicated and convoluted as healthcare compliance. AI-powered analytics optimize patient and member services.

Healthcare 147

Healthcare Analytics Self Service Consumers 147

ECXO

APRIL 7, 2024

The Majestic Dance between AI and Humans in CX Indeed, in the luminous panorama of business ecosystems, the phrase “customer experience” has emerged as a cardinal point of focus. It is about creating products that are not just functional, but also emotionally engaging, aesthetically pleasing, and socially meaningful.

Innovation 111

Innovation Connections Analytics Touchpoint 111

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. Take, for instance, a brand that consistently delivers quality products, and excellent service, and values its customers.

Connections 111

Connections Customer Experience Social Media Analysis 111

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Customers expect better and faster pre and post purchase services.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Thematic

FEBRUARY 19, 2024

Creating a customer experience (CX) that builds a connection with customers, demonstrates that you value their time and preferences. But how do you quantify how much positive or negative CX drives the bottom line? How do you quantify the impact of CX? Your customer experience (CX) begins the moment they discover you.

Customer Experience 62

Customer Experience Net Promoter Score Effort Score NPS 62

Thematic

FEBRUARY 19, 2024

Creating a customer experience (CX) that builds a connection with customers, demonstrates that you value their time and preferences. But how do you quantify how much positive or negative CX drives the bottom line? How do you quantify the impact of CX? Your customer experience (CX) begins the moment they discover you.

Customer Experience 62

Customer Experience Net Promoter Score Effort Score NPS 62

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Storyminers

JUNE 3, 2022

Can you tell us how you got into CX and why you find the space so interesting? Because CX gives us the opportunity to use customer experience as a company’s strategy , to differentiate its brand , and to bring greater value to customers and to shareholders at the same time. What CX trends do you see emerging this year?

Trends 147

Trends Customer Experience Wireless Entertainment 147

Thematic

SEPTEMBER 12, 2021

doesn’t matter how many letters you throw out there or how many customer experience (CX) scores you get. If you don’t know what’s driving your CX metrics, it’s hard to replicate success, let alone find ways to improve. In this article, we’ll dive into how companies leverage customer feedback analytics. NPS, CSAT, CES.it

Metrics 117

Metrics Analytics Feedback Effort Score 117

Uniphore

JANUARY 14, 2022

Program Vice President, Customer Experience at IDC Research, Robert Padron, EVP and Chief Growth Officer at Arise and Vijai Shankar, Vice President, Product and Growth Marketing at Uniphore, to know: What are the AI and automation trends that are redefining customer experience? guest speaker?Alan Alan Webber,?Program Unsure if you can attend?

Roadmap 130

Roadmap Customer Experience Contact Center Omni-Channel 130

TechSee

AUGUST 14, 2023

Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. Brittany is also the co-founder of The Superfan Company, a fan-engagement agency that has created campaigns and products for global brands including Walmart, Disney, Amazon, Luke Bryan, Katy Perry, and the Boston Red Sox.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Comm100

DECEMBER 12, 2023

This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies. Proactive customer support, powered by predictive analytics, allows us to anticipate and resolve issues before they escalate.

Trends 195

Trends Innovation Customer Service Omni-Channel 195

SurveySensum

MARCH 20, 2024

If this is not enough to convince you then get this – customer-centric brands report profits that are 60% higher than those that fail to focus on CX. A Customer Experience Management tool or software helps businesses monitor, manage, and improve the overall customer experience with their products, services, or brand.

Customer Experience Management 52

Customer Experience Management Software Company Customer Experience 52

COPC

APRIL 1, 2024

Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX). This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance. Customer-facing technologies encompass a range of AI-powered tools for direct customer interaction.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

SurveySensum

MARCH 15, 2024

Picture this : Company A and Company B both launched a similar type of product which makes them competitors. They both launched their products around the same time but only Company B received more downloads and positive feedback. It lets you send NPS, CES, CSAT, product, onboarding, and many VOC surveys to your customers.

Tools 52

Tools Software Marketing Analytics 52

SurveySparrow

JULY 6, 2023

Welcome to the world of customer experience analytics, where data-driven insights reign supreme and extraordinary customer satisfaction is the name of the game. By harnessing the power of data and analytics, businesses can gain valuable insights into customer behavior, preferences, and expectations.

Analytics 52

Analytics Customer Experience Social Media Net Promoter Score 52

Thematic

FEBRUARY 11, 2024

But in this post, I’ll just say that Medallia Experience feels much more like a general CX conference, whereas Qualtrics X4 is a magnitude bigger and much more unusual in their approach. After a few short product demos, Kristin Bell entertained us in a light-hearted interview. First, it’s hard not to compare two events.

Conference 62

Conference NPS Hotels Self Service 62