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

MARCH 21, 2023

This hectic environment is on the top of both employees’ and employers’ minds, making employee experience (EX) initiatives vital to retaining talent and keeping morale up. Carrieres shared that the answer of whether employees should return to the office full-time is much more complex than anyone is giving it credit for.

eBook 260

eBook Social Media Employee Experience Meeting 260

InMoment XI

NOVEMBER 30, 2023

In this comprehensive guide, we will delve into the intricacies of brand reputation management, exploring strategies, key components, pitfalls to avoid, and the role of online and employee reputation management. Monitor Online Presence: Use tools to monitor mentions of your brand across various online platforms.

Brands 378

Brands Management Multi-Channel Social Media 378

InMoment XI

JANUARY 30, 2024

Employee Engagement: Happy and engaged employees are more likely to provide better customer service. CXM software can also contribute to employee satisfaction by providing tools and insights to enhance their ability to serve customers effectively. But, choosing the right partner for your business is a complex process.

Customer Experience Management 295

Customer Experience Management Software Customer Experience Management 295

InMoment XI

JUNE 21, 2022

Make sure your CX platform is equipped to layer all types of feedback, whether that be direct (surveys) data, indirect data, or inferred (CRM) data. #3: After 14 customer experience speakers, 250 delegates, two hands-on workshops, and hours of networking on the Sydney Harbour cruise, the 2022 Sydney XI Forum is done and dusted.

Customer Experience 260

Customer Experience Feedback Advertising Survey 260

InMoment XI

MAY 18, 2022

What Is Friction in the Customer Journey? When most folks think of friction, they probably think of middle school science class. But if you’re a customer experience professional, “friction” is probably a term you’ve heard whenever your teammates talk about reducing customer churn. Why Is It Important to Reduce Friction in the Customer Journey?

Customer Journeys 529

Customer Journeys How To Touchpoint Infographics 529

InMoment XI

JANUARY 16, 2024

Contact center AI employs NLP to analyze and comprehend the meaning of customer inquiries, regardless of the channel used (voice, chat, email). These agents can engage in text-based or voice-based conversations that provide assistance, answer queries, and guide users through processes. What is Contact Center AI?

Contact Center 260

Contact Center Virtual Agent e-support Chatbots 260

InMoment XI

AUGUST 23, 2023

Low employee engagement : The quality of customer experiences is closely tied to employee commitment. If your employees are disengaged or disconnected from the company’s mission, values, and customers, it will inevitably reflect in customer interactions. What is Customer Experience Transformation?

Customer Experience 260

Customer Experience Omni-Channel Employee Engagement Innovation 260

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.

Analytics 208

Analytics Touchpoint Customer Centricity Feedback 208

InMoment XI

DECEMBER 29, 2022

The InMoment platform is fully WCAG 2.0 The InMoment platform is fully WCAG 2.0 As people gather this time of year to reminisce and look toward the future together, everyone at InMoment agrees that 2022 brought some XI-ting adventures! 5: I nMoment Appoints Executive Chairman John Lewis as Chief Executive Officer.

Analytics 260

Analytics B2B Guidelines Software 260

InMoment XI

NOVEMBER 21, 2022

For instance, in the pre-purchase stage, in-store employees should have substantial knowledge about products and understand what customers need. Employees should be trained to create positive interactions from the beginning all the way up to the final moment of purchase. Let’s jump right in!

Loyalty 260

Loyalty How To eBook Social Media 260

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

Lumoa

JANUARY 8, 2024

This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. Welcome to the ‘digital-everything’ era. AI tools are changing the way we analyze customer feedback. It’s about making a strategic leap, not just keeping pace.

Analysis 394

Analysis Software Comparison Social Media 394

InMoment XI

JANUARY 10, 2023

That’s not too tall an order if you are a young startup with only a handful of employees, all focused on customer experience ( CX ). CX operations, or customer experience operations, are all about the systems, automation, and lines of communication that make possible a unified, cross-functional approach to improving customer experience.

Customer Experience 324

Customer Experience Management Customer Journeys Effort Score 324

InMoment XI

MARCH 11, 2024

The company then adjusts the improvements to fit the voice of the customer. The company then adjusts the improvements to fit the voice of the customer. So many businesses today are focused on getting feedback for the sake of getting feedback. They want 5-star reviews and soaring metrics. What is a Feedback Loop?

Feedback 260

Feedback Net Promoter Score Customer Experience Social Media 260

InMoment XI

NOVEMBER 15, 2023

With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. Customer experience analytics is the practice that empowers businesses to do just that. What is Customer Experience Analytics? Where Does the Data From Customer Experience Analysis Come From?

Analytics 324

Analytics Customer Experience e-support Net Promoter Score 324

InMoment XI

APRIL 3, 2024

And for as long as there have been customers, businesses have had to prioritize creating a positive customer experience. The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. It sets the tone for the entire company/consumer relationship. What Is Digital Experience?

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 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. With customer experience management emerging as a key growth strategy for companies across a wide variety of industries, the importance of delivering great experiences cannot be understated.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

InMoment XI

OCTOBER 28, 2021

I often talk about customer experience lying at the intersection of communications, operations, technology, and employees. I often talk about customer experience lying at the intersection of communications, operations, technology, and employees. Which really means it encompasses all aspects of your organization.

CRM 493

CRM Airlines Government ROI 493

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). In a nutshell, Lexalytics, and Tethr are data analytics platforms focusing on structured and unstructured customer data, as well as solicited and unsolicited feedback.

Analytics 493

Analytics Data Customer Experience Social Media 493

Lumoa

FEBRUARY 16, 2023

One of the best analysis techniques available is the voice of customer (VoC) template. This article will explain what VoC is, how to use it, and tips on creating your own voice of customer template for your business. In This Article: What is Voice of Customer(VoC) and Why Is It Important? You probably know this.

Voice of Customer 236

Voice of Customer How To Feedback Return on Investment 236

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience?

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Inbenta

APRIL 10, 2024

DALLAS, TX – March 26, 2024 – Inbenta, a complete customer experience platform powered by AI, today unveiled three enhancements to its award-winning Digital Instructor product (formerly Horizn Digital Demos). The tool lets companies create a library of helpful how-to content, providing direct support to customers and employees.

Contact Center 52

Contact Center Training Video Tools 52

Kayako

MARCH 21, 2022

Optimizing the customer service experience for both employees and customers boosts brand loyalty and revenue growth. ECommerce is growing like wildfire, offering exciting business insights via analytics and data. Sometimes it is easy to forget that there are people on the other end of the transaction. Now for the good news! Most likely not.

Customer Service 292

Customer Service Social Media Ecommerce Competitive Advantage 292

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. Have we considered current research showing that at-home employees are more satisfied than those required to go into an office?

Call Center 98

Call Center Gamification Contact Center Training 98

Thematic

APRIL 3, 2024

Voice of the Customer (VoC) is your weapon for protecting your loyal customers. Use a Voice of the Customer (VoC) program to get a clear understanding of what they really want and expect from your business. The best eCommerce customers have a high repeat purchase rate and leave positive comments. What’s happening?

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

Experience Investigators by 360Connext

JANUARY 18, 2022

And customer experience management requires a thorough approach to training and education for all employees. And that training can feel tactical and task-driven, like explaining how to track customer records in a Customer Relationship Management (CRM) platform. I tend to agree. The Common Method of Customer Experience Training.

How To 378

How To Customer Journeys Culture Training 378

Cyara

FEBRUARY 20, 2024

The complexity of modern communications, including a multitude of channels, such as phone, WebRTC, email, SMS (short message service), IVRs (interactive voice responses), and chatbots further compounds this issue. Every organization understands the vital importance of enabling their customers to connect seamlessly.

Chatbots 76

Chatbots Self Service ROI Return on Investment 76

Comm100

APRIL 26, 2022

Whether it’s talking to frustrating voice response software or being passed between agents, the prospect of bad phone support is enough to deter many from reaching out in the first place. Omnichannel customer service connects every digital channel into one integrated, scalable and high-security platform.

Government 230

Government Omni-Channel Wait Times Software 230

BirdEye

DECEMBER 22, 2023

Birdeye – all-in-one platform Improve customer communication with Birdeye. Riiing, riiing. Your customers are calling — don’t leave them hanging. According to our research, 35% of businesses still believe that phone calls are the most effective communication channel. Table of contents What is a small business phone system?

System 111

System Self Service Analytics Communication 111

BirdEye

SEPTEMBER 12, 2023

We live in times that demand every business to have some presence on at least 2-3 social media platforms. You can no longer afford not to have a social media strategy for your business. But for businesses new to this medium, knowing what works and what doesn’t can be difficult. There is heavy competition among brands on social media.

Social Media 105

Social Media Guidelines Video Analytics 105

BirdEye

MAY 17, 2023

And as a result, more businesses are turning to voice messaging. Voice messaging technology can help you tap into the power of communicating via phone more efficiently. Voice messaging technology can help you tap into the power of communicating via phone more efficiently. Table of contents What is automated voice messaging?

Software 98

Software Fashion System Communication 98

NobelBiz

JANUARY 3, 2024

Outbound call centers are evolving rapidly, driven by technological advancements and changing market dynamics. In 2024, several key trends are set to redefine the landscape of these centers. This article delves into these trends, offering insights and strategies for outbound call centers to stay ahead in an increasingly competitive environment.

Call Center 105

Call Center Trends Contact Center Contact Center Software 105

BirdEye

NOVEMBER 30, 2023

Social media reputation management (SMRM) refers to monitoring, influencing, and managing a brand’s reputation on various social media platforms. Social media platforms serve as lightning-fast conduits for information. Social media reputation management continues to be the lifeblood of enhancing your overall online reputation.

Social Media 116

Social Media Management Guidelines Brands 116

SurveySensum

FEBRUARY 26, 2024

Are you actively listening to the voices of your employees about your company? I’ve always believed in the power of employee feedback to drive business success. In fact, the cost of replacing an individual employee can range from 0.5 to 2 times the employee’s annual salary. But how to do that?

Tools 52

Tools Survey Employee Engagement Culture 52

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. One of the best strategies to achieve that is tracking and keeping up with emerging industry trends. What is Customer Experience in the Financial Industry? A good CX is customer-centered.

Financial 191

Financial Trends Self Service Customer Experience 191

BirdEye

SEPTEMBER 21, 2023

G2’s Online Reputation Management Grid® Report at a glance G2’s Grid® Report represents the voices of real software users. G2’s Online Reputation Management Grid® Report at a glance G2’s Grid® Report represents the voices of real software users. 95% believe that Birdeye is headed in the right direction.

Report 111

Report Management Comparison Feedback 111