Bob Hayes

SEPTEMBER 18, 2017

A new customer analytics survey of 80+ companies provides a look into the state of analytics in customer programs. Only 32% of respondents are satisfied with their company's use of analytics to create a competitive advantage. Download the free white paper, " State of Analytics in Customer Programs, " by clicking the image.

Analytics 113

Analytics Loyalty Data Competitive Advantage 113

NICE inContact

JANUARY 15, 2019

The ultimate value of independent research reports hinges on the depth and breadth of their approach to the subject at hand. Their research then filtered another important layer down, focusing in on organizations that offer a complete product that includes routing, workforce optimization (WFO) and analytics capabilities.

Contact Center 121

Contact Center Effort Score Omni-Channel Analytics 121

NICE inContact

DECEMBER 17, 2018

Our NICE inContact CXone cloud customer experience platform is the first unified suite of cloud native applications to combine omnichannel routing, analytics, workforce optimization (WFO or WEM), and analytics & artificial intelligence (AI). Download the full Gartner Magic Quadrant report. Download all 3 reports. [i]

Contact Center 120

Contact Center Omni-Channel Roadmap Analytics 120

Oracle

JANUARY 11, 2021

We also dig into something that’s either the Achilles heel or competitive advantage for sales teams: CRM. He’s been writing about the world of CRM and sales for nearly two decades, including new research featured in this episode. Download the report here. Re-entering email data into a CRM. The internet.

CRM 55

CRM Sales System Competitive Advantage 55

CustomerSuccessBox

APRIL 19, 2022

Customer journey analytics is enabling access to tap into the customer behavior across touchpoints and over time to measure the impact of customer behavior on business outcomes. What is Customer Journey Analytics? Why is it important to have Customer Journey Analytics? From marketing to customer support to even customer success.

Customer Journeys 52

Customer Journeys Metrics Analytics Touchpoint 52

ChurnZero

MARCH 9, 2023

nearly 1,000 respondents answered as follows: 83% said customer relationship management (CRM); 66% said support (i.e. analytics); 33% said marketing automation; 28% said learning management system (LMS); 27% said customer engagement/community management; and 5% said other. The full report is available for download.

Customer Success 52

Customer Success CRM Customer Relationship Management Survey 52

ChurnZero

MARCH 9, 2023

said customer relationship management (CRM); 65.9% analytics); 32.9% said customer relationship management (CRM); 65.9% analytics); 32.9% The full report sums up these findings this way: “Customer Success teams are inheriting their tech stack from other departments. The full report is available for download.

Customer Success 52

Customer Success CRM Customer Relationship Management Survey 52

NICE inContact

DECEMBER 4, 2018

You may still be spending hours creating reports on spreadsheets. What level of integration to external systems (as in CRM) do my agents need? What’s the incremental value of QM (quality management), WFM (workforce management), Analytics, and API (applied programming interfaces) to the performance of my contact center?

Contact Center 122

Contact Center CRM Analytics Report 122

Peter Lavers

FEBRUARY 20, 2019

Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. Dimension Data recently released their latest Customer Experience report. Customer analytics. The full report is 145 pages, and there’s an excellent Executive Summary that you can download.

Report 40

Report Data Chief Customer Officer B2B 40

SurveyGizmo

NOVEMBER 5, 2021

Please download our CX Predictions for 2022 ebook for our full report. Sales departments tend to operate using a customer relationship management (CRM) tool like Salesforce (SFDC) and, by 2022, have likely already integrated with other data sets like Jira or Salesloft. This is part 3 in a 5-part series. CX Lags Behind.

Data 98

Data Net Promoter Score NPS Effort Score 98

SurveySensum

OCTOBER 12, 2023

Some of the drawbacks include limitations to running two different surveys at the same time, the dashboard being too complex, issues with building reports, no options to automate reports, text analytics being difficult to understand, and many more. Here’s a customer review talking about this limitation.

Comparison 52

Comparison Knowledge Base Gamification NPS 52

SurveySensum

OCTOBER 23, 2023

The tool provides several exciting features, like survey customization, a gamified user interface, feedback segmentation, custom reports, and many more. Limited Integrations A robust feedback management tool should come with integrations with different CRM and data analytics tools. So let’s explore.

NPS 52

NPS Multi-Channel Survey Feedback 52

Kustomer

JANUARY 11, 2022

New CRM software can appear daunting and seem geared for larger companies, however there are many options for the small business to take. According to Score , 73% of small businesses report that attracting new customers is a top priority closely followed by customer retention, coming in at 67%.

e-support 105

e-support Effort Score Retail Analytics 105

Talkdesk

MARCH 12, 2021

Reporting and dashboards. With Talkdesk Explore (historical) and Talkdesk Live (real-time) reporting and dashboard instances, it provides visually appealing reports based on updated and in-depth customer and center information. Speech Analytics. Advanced reporting and dashboard. Reduce the sales cycle.

Call Flow 91

Call Flow Contact Center Abandon Rate Omni-Channel 91

SurveySensum

NOVEMBER 1, 2023

Along with survey creation, SurveySensum offers text analytics software with real-time data analysis and automated tagging for better survey analysis. It also comes with custom dashboards that capture and report in real-time data – enabling users to track real-time data.

Tools 52

Tools Survey Multi-Channel Analytics 52

Peter Lavers

JANUARY 30, 2019

Three key subjects from Dimension Data’s 2019 Global Customer Experience Benchmarking Report that are vital for every B2B company to take a long, hard look at itself about. The report is a fantastic free resource, addressing questions that are 100% pertinent to the issues faced today by Chief Customer Officers and CX leaders.

B2B 40

B2B Report Chief Customer Officer Analytics 40

AskNicely

OCTOBER 1, 2018

You can spend a lot of time and energy uploading/downloading data, also trying to understand the data is so time-consuming and tedious that actioning that information is not a ‘next step,’ but perhaps a next year situation. NPS software developed with actioning customer feedback in mind have specialized analytics and reporting features.

NPS 150

NPS Software Net Promoter Score Survey 150

Bob Hayes

NOVEMBER 5, 2017

Download the free 22-page white paper by clicking the image. A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. Analytics Maturity: Leaders, Challengers and Laggards.

Competitive Advantage 101

Competitive Advantage Data Customer Experience Analytics 101

SurveySensum

OCTOBER 17, 2023

Consider whether the tool can integrate with your existing systems , such as CRM. Look for a tool that provides robust data analytics and insights. Yes, robust dashboards and powerful reporting are there for comprehensive data viewing and sharing the data with relevant stakeholders. No more manual coding!

Feedback 52

Feedback Tools Management Knowledge Base 52

C3Centricity

NOVEMBER 4, 2019

CEX #CRM #CustomerCentricity Click To Tweet. In the 2015 Korn Ferry CMO Pulse Report , it confirmed that marketers need new skills and can no longer rely on creativity alone. Download our training brochure and then contact us so we can discuss your precise needs. CEX #CRM #CustomerCentricity Click To Tweet.

Customer Centricity 149

Customer Centricity Brands Advertising Consumers 149

Comm100

MAY 20, 2022

Live chat analytics give you valuable insight into your agents as well. Couple visitor data with access to chat histories, agent performance reports, wait time reports, and more , and you are set to monitor agent performance, and adjust staffing and training as needed. Download: Live Chat Benchmark Report 2022.

Software 188

Software Wait Times Multi-Channel Consumers 188

CSM Magazine

MAY 17, 2021

When Calabrio surveyed 273 contact centre managers from the USA, UK and the DACH region (Austria, Germany and Switzerland) the report results highlighted the importance of becoming cloud-proficient. Agility is the name of the game and has prompted a widespread move to the cloud. Time to explore. So what’s next for the cloud? What’s next?”.

Multi-Channel 96

Multi-Channel Analytics Employee Engagement Survey 96

Bob Hayes

NOVEMBER 5, 2017

Download the free 22-page white paper by clicking the image. A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. Analytics Maturity: Leaders, Challengers and Laggards.

Competitive Advantage 94

Competitive Advantage Data Customer Experience Analytics 94

Kustomer

APRIL 14, 2022

Leverage your CRM to track these interactions and follow along with those unique customer journeys, personally engaging at every step to build a more long-lasting relationship. Our research showed that 74% of respondents reported that consumers dislike when agents use a script. The best way to get around this?

Examples 98

Examples Customer Service Self Service Chatbots 98

Optimove

JANUARY 19, 2022

Frankly, it’s not the case with any of Optimove clients – they all get it, they all use lifecycle stages, and they all are ahead of many of their competitors with their understanding of the strategic importance of CRM Marketing. They also report on their activation funnel progress constantly to spot changes and trends in their data.

CRM 52

CRM Ecommerce Case Study Analysis 52

SurveySensum

FEBRUARY 28, 2024

These tools typically offer customizable survey templates, anonymous submission options, robust reporting features to analyze feedback data, and more. Advanced reporting and robust analysis features are the backstage pass to turning feedback into actionable insights. Why limit yourself? Integration : No one likes a solo act.

Tools 52

Tools Feedback Analysis Survey 52

SurveySensum

JANUARY 12, 2023

Or, integrating the platform with your CRM? Integrating your feedback platform with your CRM or chatbot saves time and effort, gives a real-time alert on detractors so that you can reach out to them in time, shows you open tickets, and so much more. Limited analytics . but are you still using it? Let’s deep dive into it.

NPS 52

NPS Comparison Touchpoint Survey 52

GetFeedback

DECEMBER 27, 2018

We’ve also simplified the distribution list process, by providing the ability to send your survey directly to a Salesforce Report (if you’re using GetFeedback for Salesforce ). make a purchase, download a guide, etc.). Of course, you can always use your existing email service or marketing automation solution to distribute your survey.

Survey 199

Survey How To Social Media Feedback 199

CSM Magazine

JUNE 16, 2022

Until recently, the majority of UK contact centres worked in a traditional, centralised model, with fewer than 4% of agents working remotely at home on a permanent basis, according to a report from analyst ContactBabel. Cloud is integral to remote and hybrid working.

Self Service 52

Self Service Connections Analytics Tips 52

NobelBiz

MAY 16, 2023

If you want a more in-depth, one-on-one explanation about the difference between the two and what suits best for your business, download our free exclusive ebook: On-Premise vs. Cloud Contact Center Solution: Benefits and Challenges. How Do Hosted Contact Centers Work? According to zippia.com , cloud-based (i.e.

Contact Center 52

Contact Center Customer Service Contact Center Software Call Center 52

BirdEye

JANUARY 5, 2023

This can involve responding to customer reviews, engaging with followers on social media, and reporting on the analytics of all your online marketing activities. Customer relationship management (CRM) software is used to store customer information and manage customer interactions. SEO Local Search Checklist – Download Now.

Company 98

Company Management Multi-Channel Social Media 98

Kustomer

JULY 28, 2022

Eighty-one percent of CX organizations report that reducing wait times is an extremely important priority to achieve within the next three years. Using data analytics and automation, brands can predict potential issues and directly reach out to their customers, instead of waiting until the customer reaches out to them.

Customer Experience 105

Customer Experience e-support Social Media Knowledge Base 105

SurveySensum

OCTOBER 10, 2023

It offers built-in dashboards and reports to gain a better understanding of survey results. This includes managing contact lists, tracking customer attributes, difficulty setting up web surveys, tracking customer attributes, lack of advanced reporting, etc. Survey results can be downloaded in multiple formats like PDFs, Excel, or CSV.

Knowledge Base 52

Knowledge Base Multi-Channel Survey Feedback 52

Alliance by IFS

JULY 25, 2019

As a case in point, consider CRM (Customer Relationship Management) solutions. Get Game-Changing Insights with Big Data and Analytics. Using customer data, field data, and its own information flows, GE’s analytics software can increase system uptime and lower the cost of operation. What makes that goal so important?

Technology 66

Technology Competitive Advantage CRM Analytics 66

Optimove

JANUARY 19, 2022

Frankly, it’s not the case with any of Optimove clients – they all get it, they all use lifecycle stages, and they all are ahead of many of their competitors with their understanding of the strategic importance of CRM Marketing. They also report on their activation funnel progress constantly to spot changes and trends in their data.

CRM 40

CRM Ecommerce Case Study Analysis 40

Circular Edge

DECEMBER 13, 2022

A cloud data warehouse delivers centralized access to business data by consolidating historical and current transactional data, as well as insights from your ecommerce, CRM, and website traffic. 4: Forecast trends and create opportunities with predictive analytics from consolidated data. NetSuite Analytics Warehouse.

Data 52

Data Competitive Advantage Multi-Channel Analytics 52

ProProfs Chat

DECEMBER 6, 2021

This award-winning form builder is easy to use, customizable, and comes with templates and reporting features. Seamlessly transfer your form data to your marketing platforms, CRM, and more. Custom Reports: Get a visual display of the data you collected through your online forms. Advanced reporting features. Key Features.

Survey 52

Survey Analysis CRM Report 52