InMoment XI

JANUARY 13, 2022

Here are the three steps Chevron Federal Credit Union took to reinvigorate its customer experience (CX) program: Step #1: Streamline Surveys to Align CX Objectives Across the Business. Step #2: Implement Advanced Text Analytics to Enable Closed Loop Feedback. This success story can be your success story too.

Case Study 493

Case Study NPS Survey Analytics 493

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. Advanced Reporting and Visualization: Data can be dry, but not with this feature. There’s an avalanche of text data out there.

Analysis 394

Analysis Software Comparison Social Media 394

InMoment XI

SEPTEMBER 22, 2022

Here are my thoughts about how the Six Sigma methodology can be used as a template to help CX leaders close the outer loop and address systemic issues. Six Sigma is a methodology that uses data analytics and statistics to analyse business processes and services in order to understand how they’re performing and how they can be optimised.

Analysis 493

Analysis Analytics Measurement Customer Experience Professionals 493

InMoment XI

NOVEMBER 20, 2023

As we delve into the realm of AI in Customer Experience (CX), we will explore how this technology is reshaping the customer-business relationship. What is AI in CX? AI in CX stands for artificial intelligence in customer experience. Here are five key benefits that illustrate how AI is reshaping the CX landscape: 1.

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

InMoment XI

DECEMBER 29, 2022

John Lewis, who has served over the past few years as InMoment’s Executive Chairman, brings deep expertise in the information services and software analytics sectors, as well as significant experience transforming and scaling rapidly growing businesses. 2 InMoment Named a Leader in People-Oriented Text Analytics Platforms Report for Q2, 2022.

Analytics 260

Analytics B2B Guidelines Software 260

InMoment XI

JULY 19, 2023

In today’s business landscape, customer experience (CX) has become a critical differentiator. 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. Who Are Customer Experience Experts?

Customer Experience 260

Customer Experience Customer Journeys ROI Customer Centricity 260

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

InMoment XI

FEBRUARY 25, 2022

Do companies recognize the high customer experience (CX) value of employee advocates? The EX/CX Connection. This is advanced EX, some might even say it is revolutionary! This article was originally posted on CustomerThink.com. Shouldn’t they want to cultivate the kind of behavior advocacy represents? That’s my belief.

Company 529

Company B2C Employee Experience Culture 529

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. With that in mind, we’ve made major updates to our workflow application to easily export text analytics data and send it directly into BI tools.

Innovation 260

Innovation Feedback Analysis Resources 260

InMoment XI

DECEMBER 6, 2021

Customer experience (CX) technology has taken what used to be a days-long process and condensed it to minutes. CX professionals need to know what to do with their feedback, tell a story with that feedback, and be able to adapt their approach to the customer experience as their business and the market evolve.

Feedback 493

Feedback Management Self Service Conference 493

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

TechSee

FEBRUARY 6, 2024

As a result, companies are increasingly turning to artificial intelligence (AI) to enhance their customer experience (CX). AI-powered CX automation can help leadership automate routine customer tasks, personalize customer interactions, and automate customer service at scale. AI is essential for CX AI is not a futuristic concept.

Customer Satisfaction 109

Customer Satisfaction Tips Leadership Wait Times 109

Horizon CX

FEBRUARY 7, 2024

Balancing High-Tech Solutions with Human Touch: Ensuring Customer Experience Remains Personal Introduction In today’s fast-paced digital age, the allure of high-tech solutions and artificial intelligence can be irresistible for businesses seeking efficiency and cost-effectiveness. However, AI has its limitations.

Self Service 130

Self Service Loyalty Customer Service Representative Strategy 130

Lumoa

OCTOBER 31, 2021

The Lumoa platform has been integrated into Forsta’s world-class experience platform to provide advanced AI-driven analytics to customers seeking to quickly identify the trends and insights that matter the most. Both solutions also support more than 60 international languages. We’re excited to partner with the team at Forsta.

Analytics 208

Analytics Touchpoint Customer Centricity Feedback 208

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

COPC

APRIL 1, 2024

Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX). The challenge of keeping pace with changing customer expectations looms large.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

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. Insights and Analytics Omnichannel strategies generate valuable data and insights about customer behavior and preferences across different channels.

Omni-Channel 260

Omni-Channel Customer Experience Social Media Touchpoint 260

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. Well, Customer Experience Management is the solution! One-On-One CX Consultation: SurveySensum is a DIFM platform – they will do everything for you.

Customer Experience Management 52

Customer Experience Management Software Company Customer Experience 52

Experience Investigators by 360Connext

OCTOBER 17, 2023

Customer experience (CX) has become a critical factor in the success of businesses worldwide. THIS is why convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. I’m seeing too many CX leaders who are not given the right authority or influence they need to be successful.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

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

Lumoa

JUNE 23, 2021

In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers. Furthermore, Gartner has stated that CCaaS solutions will function similarly to on-premise contact centers, with a few notable differences.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization.

Industry 114

Industry Customer Experience Analytics Training 114

CSM Magazine

SEPTEMBER 14, 2023

Conduent Incorporated , a global technology-led business solutions and services company, released new research that provides a focused, in-depth view of the state of the customer experience (CX) within the retail/eCommerce vertical. email, chat, live, social, etc.)

Consumers 59

Consumers Self Service Multi-Channel Ecommerce 59

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. Agent screen capture technology offers a solution by allowing supervisors to review agents’ screens during customer interactions.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

Lumoa

JANUARY 19, 2023

Identify the Company’s Goals Before you start looking for people or draft your CX strategy, your first step should be to clarify and understand the wider objectives of your organization. What’s more, it will help you build a link between your CX team goals and the broader company goals. What does the company want to achieve?

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

CSM Magazine

MARCH 20, 2024

In this environment, Cynergy BPO emerges as a beacon, redefining tech-enhanced customer experiences (CX) with its unmatched expertise and cutting-edge solutions. As the inclination for customer service outsourcing to the Philippines scales, Cynergy BPO distinguishes itself as an essential partner in transforming CX delivery.

Customer Experience 52

Customer Experience Contact Center Competitive Advantage Exceptional Customer Service 52

TechSee

NOVEMBER 20, 2018

Worse, customer service inquiries that result in truck rolls often provide a poor CX, with unhappy customers waiting days without Internet service or a working washing machine. Solution: Two New Technology Trends. Data Analytics: From reactive to predictive response. Augmented Reality Remote Assistance.

Innovation 153

Innovation Technology Self Service Call Center 153

CSM Magazine

MAY 16, 2023

Sabio Group has launched a new solution aimed at fuelling an organisation’s digital transformation strategy by surfacing actionable insights from customer interactions. Our Interaction Analytics PoV is the first step in helping them do that.”

Groups 52

Groups Analytics Interaction Consulting 52

TechSee

DECEMBER 11, 2018

Providing better customer experiences (CX) is a hot button issue that has become increasingly critical to forward-thinking call centers over the last few years. While expectations were high for CX initiatives, business outcomes failed to deliver the bottom line results expected by C- suite executives.

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The capacity to measure and quantify the return on investment (ROI) of CX initiatives is critical for businesses to thrive.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

Experience Investigators by 360Connext

AUGUST 1, 2023

This isn’t just a CX issue. This is a game changer in every industry, and CX leaders will be asked to participate whether they’re ready or not! This is a game changer in every industry, and CX leaders will be asked to participate whether they’re ready or not!

Customer Experience 143

Customer Experience Customer Service Self Service Chatbots 143

Kustomer

JANUARY 7, 2024

It doesn’t mean Intercom is a bad solution, in fact we think it’s an adequate software with plenty of upside — but there may be other tools on the market that better align with your business requirements. Does the alternative offer key features like analytics, customization, and support at a reasonable cost?

Omni-Channel 97

Omni-Channel Self Service e-support Knowledge Base 97

AWS Machine Learning

MAY 25, 2023

Spectrum AI is a predictive (generative) CX analytics platform for enterprises. OCX’s solutions are developed in collaboration with Infogain , an AWS Advanced Tier Partner. The problem: Scaling the solution for multiple customers While the initial R&D proved successful, scaling posed a challenge.

Analytics 66

Analytics Training Travel Software 66

TechSee

FEBRUARY 2, 2022

Advanced call center technologies go way beyond handling incoming or outgoing calls. They can also deliver efficiencies to call center staff like Computer Telephony Integration (CTI) and Customer Relationship Management (CRM) solutions that manage customer and business data. Data Analytics. Emotion Analytics.

Call Center 124

Call Center Self Service Technology Social Media 124

SurveySensum

MARCH 15, 2024

But SurveySensumis not just a simple market research tool, it is a full-fledged CX service that comes with expert CX consultation who will help you achieve your business goals and make your process a success. Analyze Your Target Market with the CX Experts at SurveySensum! Pricing: The pricing starts from $99/month.

Tools 52

Tools Software Marketing Analytics 52

SurveySparrow

JULY 23, 2023

In this story, the hero is the customer, and the quest is for an exceptional customer experience (CX). Customer experience (CX) trends are patterns or shifts in consumer behavior and preferences that significantly impact how businesses interact with their customers. But as we journey through 2023, a different tale is being written.

Trends 52

Trends Self Service Customer Experience Omni-Channel 52

Ascribe

JULY 19, 2023

[FOR IMMEDIATE RELEASE] CINCINNATI, Ohio, July 19, 2023 Ascribe, a leading provider of SaaS text analysis solutions, announces the integration of cutting-edge Generative AI in CX Inspector with Theme Extractor and AI Coder with Theme Extractor. CX Inspector delivers better insights from open ends, faster.

Analysis 52

Analysis Customer Experience Professionals Innovation System 52