Pointillist

MARCH 20, 2020

Over the past few years, CX leaders have adopted customer journey analytics to connect the dots between customer behavior and the KPIs by which businesses are measured. Leveraging these solutions enables you to aggregate, analyze and act on customer journey data to improve customer experiences and achieve business outcomes.

Customer Journeys 70

Customer Journeys Analytics Examples Self Service 70

Storyminers

JUNE 3, 2022

Predictive analytics (using past behavior to guesstimate future behavior, then serve up interesting options) will get attention. Brands that employ predictive analytics to serve their customers will leap ahead of those that adopt the technology just to sell more. Which CX metrics do you think are the most important?

Trends 147

Trends Customer Experience Wireless Entertainment 147

Horizon CX

JUNE 27, 2023

Imagine a scenario where a company’s marketing campaigns project an image of exceptional quality and superior customer care. However, when customers interact with the company’s representatives or use their products or services, the experience falls short of the promised brand perception.

Customer Experience 130

Customer Experience Customer Centricity Culture Brands 130

NetBase

MAY 14, 2019

And we see many of these brands consistently clearing that hurdle thanks to customer experience (CX) analytics informed by Next Generation Artificial Intelligence (AI). These alerts zoom your way when your mention count, sentiment score or some other metric changes by whatever degree you’ve specified. It’s pretty amazing.

Analytics 43

Analytics Consumers Effort Score Comparison 43

Lumoa

JUNE 9, 2020

A clear CX strategy will help you stand out from the big crowd and ensure customers don’t churn because of ineffective purchase processes and bad experiences. Typically, customer experience and UX professionals rely on tools like Google Analytics or Hotjar to understand what their customers are doing and feeling.

Ecommerce 208

Ecommerce Customer Experience Customer Journeys Feedback 208

BirdEye

SEPTEMBER 12, 2023

Test, monitor your social media analytics, and determine the best times to post. From all-in-one dashboards that provide analytics and conversion metrics to more basic social listening and scheduling tools, tools like Birdeye Social can streamline your workflow and achieve more in less time. Determine what matters to you.

Social Media 104

Social Media Guidelines Video Analytics 104

Win the Customer

DECEMBER 14, 2015

I recently worked with an organization who wanted to tap into more detailed information about their customer interactions only to find out that their phone provider was greatly lacking in offerings for call center metrics. There should be no excuse when it comes to having analytics and insight readily available.

Call Center 52

Call Center Metrics Multi-Channel Management 52

BlueOcean

FEBRUARY 14, 2018

Remember when social media was the young upstart of the customer care channels and voice was still king? Way back in the good old days of the early 2010s… It seems like a lifetime ago that we were asking ourselves how to handle customers in such a public forum. Or was it customer service? Easier said than done.

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

Storyminers

JULY 7, 2020

1 Deepen your customer profile. Customers expect an ever more frictionless experience and more proactive service. You’re dead if you don’t know what your customers care most about. #2 There are still many contact centers that put internal performance numbers ahead of customers’ needs. New metrics.

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

Calabrio

NOVEMBER 18, 2015

As customers become more empowered through technology, so must the organizations that serve them. Analytics in the data-powered contact center are proven to drive KPIs across key metrics, including first contact resolution, cross promotions and overall customer satisfaction. Decreased their customer care costs by 6.3

Contact Center 124

Contact Center Net Promoter Score Data Effort Score 124

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). By starting from the inside.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Storyminers

JANUARY 12, 2017

Predictive analytics (using past behavior to guesstimate future behavior, then serve up interesting options) will get attention. Brands that employ predictive analytics to serve their customers will leap ahead of those that adopt the technology just to sell more. Which CX metrics do you think are the most important?

Trends 171

Trends Customer Experience Wireless Entertainment 171

NetBase

JUNE 1, 2020

Building Impactful Campaign Strategies: How to Utilize Social Analytics During Difficult Times. How to use social analytics to capture community-stresses and shift communication strategy in the middle of crisis. Understanding Audience Segments Using Social and Media Analytics. We have a high-level overview of our panels below.

Consumers 64

Consumers Marketing Social Media Analytics 64

CSM Magazine

SEPTEMBER 11, 2023

It’s no secret that the online casino industry has skyrocketed in recent years, but what’s often overlooked is the exceptional digital customer service that backs this meteoric rise. Online casinos leverage intricate analytics algorithms to study your gameplay patterns, preferred stake levels, and even your peak activity times.

Customer Service 52

Customer Service Entertainment Hospitality Customer Service Representative 52

Thematic

NOVEMBER 22, 2021

It allows a company to understand what its customers care about and prioritize, and provides a comprehensive body of information that can inform future development. Call it review analysis software, or a feedback analytics platform. Essentially, the feedback analytics platform sorts through the review data.

Analysis 71

Analysis How To Analytics Feedback 71

ChurnZero

JUNE 12, 2020

It depends on your go-to-market (GTM) strategy and your product complexity, but there are generally four functional groups: Professional Services (also referred to as onboarding), Customer Care, Customer Success Management, and Customer Success Operations. When should I add Customer Success Operations?

Customer Success 80

Customer Success Effort Score Metrics Leadership 80

NobelBiz

APRIL 18, 2023

In contact centers, hyper efficiency means streamlining processes and leveraging technology in such a way as to maximize output while minimizing costs, often with the aim of improving customer experience. These metrics should be data-driven, allowing you to identify areas of improvement and track progress over time.

Contact Center 52

Contact Center Call Center Management Gamification 52

C3Centricity

MAY 25, 2020

Although companies realize they desperately need to dig into data analytics to maintain their business position, 45% surveyed think their current internal IT development cycles are not sufficient for new analytics and don’t fulfill their business requirements. Fast, Personal Service Is Directly Linked to Customer Loyalty.

Technology 194

Technology Analysis Data Consumers 194

SurveySparrow

SEPTEMBER 22, 2021

We’ve outlined the key metrics you need to track to ensure your chatbot is performing optimally. . Why Chatbot Analytics Matter. Chatbot success metrics are important because they give you a wealth of data about your bot and your customers. Set up a KPI dashboard and start tracking the relevant metrics for your business.

Chatbots 59

Chatbots Measurement Self Service Metrics 59

NICE inContact

APRIL 12, 2017

Sheila McGee- Smith, founder of McGee-Smith Analytics, says, “True digital transformation touches every part of the business, but it begins in the contact center with customer care.” Why? Jeff Cordell, CIO and VP of Technology at LanguageLine Solutions , realized that the cloud was just the starting point.

Contact Center 120

Contact Center Innovation Video Analytics 120

Thematic

MAY 19, 2022

Explaining spikes and drops in essential metrics are their bread and butter, as is helping product teams leverage data for deep customer insights. But it’s not enough to simply listen to customers. Feedback analysis can be done manually, or through an automated analytics solution like Thematic.

Analysis 71

Analysis Net Promoter Score Feedback Self Service 71

C3Centricity

MARCH 15, 2018

Although companies realize they desperately need to dig into data analytics to maintain their business position, 45% surveyed think their current internal IT development cycles are not sufficient for new analytics and don’t fulfill their business requirements. Fast, Personal Service Is Directly Linked to Customer Loyalty.

Data 206

Data Retail Analysis Analytics 206

Call Experts

APRIL 8, 2024

Whether a seasoned professional or starting out in customer support, mastering call-handling techniques is crucial to delivering outstanding service. Below, we’ll discuss strategies and skills to help you excel in this pivotal aspect of customer care. These insights can help you pinpoint trends and areas for improvement.

Customer Service 52

Customer Service Call Center Call Recording Customer Satisfaction 52

Pointillist

MARCH 20, 2019

This is because it requires that you calculate the impact of customer experience changes on the hard quantitative metrics your business is measured by. Choose the Business Metrics Most Impacted by Customer Experience Investing in customer experience is of paramount importance today and has several quantifiable benefits.

ROI 59

ROI Customer Experience Self Service How To 59

Pointillist

SEPTEMBER 28, 2021

Compound enough poor quality interactions together and you may put customers at risk for churn. Contact centers often apply speech and text analytics tools to analyze interactions through their IVR, chat and call systems. This technology can help agents understand why customers have reached out.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

NetBase

JULY 25, 2019

Social Media Marketing Metrics. We perform yearly surveys to capture comprehensive insights around how master marketers are using social media analytics to grow their businesses. This is all they are left with, unfortunately, when they’re sorting out marketing campaigns sans social media marketing analytics and sentiment analysis.

Social Media 65

Social Media Report Survey Marketing 65

Customer Bliss

JULY 18, 2017

As Chief Customer Officer and EVP of Technology Services, Lillie directly leads the Global Customer Success Organization, which includes Global Customer Care, Global Customer Experience, Global Customer Process, and Global Technology Services, including IT and Interconnection Product Engineering.

Chief Customer Officer 131

Chief Customer Officer Customer Care Metrics Innovation 131

NetBase

DECEMBER 27, 2019

Social analytics allows you to find out. Having the largest library of pre-trained logos in the social listening category, NetBase customers have immediate ready-to-use, out-of-the-box logo recognition. These information gaps would affect your customer experience – because you’re making decisions without all of the data available.

Brands 67

Brands Analytics Competitive Advantage Social Media 67

Qualtrics

JUNE 11, 2021

What is speech analytics? In a nutshell, speech analytics is technology that analyzes and makes sense of both the words someone uses when they call or chat, and the sentiment and intensity behind the words. Both high-level topics are deeply emotional and require careful and often detailed customer care interactions.

Insurance 26

Insurance Contact Center How To Call Center 26

Qualtrics

JUNE 10, 2021

What is speech analytics? In a nutshell, speech analytics is technology that analyzes and makes sense of both the words someone uses when they call or chat, and the sentiment and intensity behind the words. Both high-level topics are deeply emotional and require careful and often detailed customer care interactions.

Insurance 26

Insurance Contact Center Call Center Analytics 26

NetBase

APRIL 9, 2020

Next generation AI-powered consumer and market intelligence works wonders when combined with brand specific customer data – assuming you have the right solution! ?Customer Customer Engagement Metrics Amplified. By doing this, they can: * Better understand and capture all customer conversations.

Brands 60

Brands Social Media Fashion CRM 60

Storyminers

JANUARY 12, 2017

Predictive analytics (using past behavior to guesstimate future behavior, then serve up interesting options) will get attention. Brands that employ predictive analytics to serve their customers will leap ahead of those that adopt the technology just to sell more. Which CX metrics do you think are the most important?

Trends 100

Trends Customer Experience Wireless Entertainment 100

CSM Magazine

FEBRUARY 12, 2024

By reaching out to customers, businesses can proactively address any issues, provide personalized assistance, and offer valuable insights or recommendations. This level of proactive customer care shows a commitment to customer satisfaction and can significantly improve the overall customer experience.

Communication 52

Communication Strategy Contact Center Software Contact Center 52

NetBase

JUNE 16, 2020

Your baseline metrics should be focused and updated regularly so you have the most accurate view of brand health and the ability to spot anomalies with precision. It doesn’t matter how pretty the interface is if your baseline metrics are dead wrong. It’s true social intelligence power is in its hashtag analytics capabilities.

Tools 60

Tools Brands Social Media Analytics 60

NetBase

JANUARY 23, 2020

Not only that, it helped support the case for using social listening, just in general: How did social analytics offer an assist? Nor can you rely solely on customer care folks to sound the alarm, as they quickly end up in the weeds once a crisis is in play. Let’s check it out! Real-time Alerts.

Consumers 67

Consumers Engagement Social Media Sports 67

Lithium

DECEMBER 6, 2022

Beyond surveys: Go deeper than customer feedback These days, top brands are going deeper, digging into conversational data points that customers provide every day, without even being asked, to get more insight into their CX. Ad Saves and Ad Video Plays have been added to Analytics Ad Metrics. Publishing.

Social Media 52

Social Media Roadmap Trends Hospitality 52

Storyminers

JANUARY 24, 2017

The answer to this question is threefold: #1: Deepen your customer profile. Customers expect an ever-more frictionless experience and more proactive service. You’re dead if you don’t know what your customers care most about. #2: It takes some time to roll out great designs, and for customers to react to them. •

Contact Center 133

Contact Center Omni-Channel Brands Hospitality 133