Lumoa

JANUARY 23, 2018

Even if your customer service agent or customer insight analyst reads all the comments and even responds them, do you know what decisions you need to make in the leadership team? Part of the problem results from the sheer volume of data. It is a challenge to find meaning in a data that is text-heavy.

Analytics 304

Analytics NPS Financial Analysis 304

CloudCherry

AUGUST 13, 2019

There’s no question that customer experience (CX) is a data-driven discipline. After all, at the foundation of most CX programs are close-ended surveys designed to capture and analyze customer feedback. And many companies have forged ahead with voice of the customer (VoC) programs, too. Photo by Adam Le Sommer.

Data 150

Data Net Promoter Score Effort Score Analytics 150

InMoment XI

NOVEMBER 20, 2023

It empowers businesses to make informed decisions that drive positive change, all while significantly reducing the time and effort spent on analyzing vast amounts of unstructured data, such as customer feedback. With AI, brands spend less time analyzing text-heavy analytics and more time making smarter decisions to drive change.

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

NobelBiz

FEBRUARY 22, 2023

Visiting a website, talking to customer service, chatting on social networks… When a consumer performs these actions, the company usually collects multiple data points. The data collected, measured, and analyzed for contact centers is an absolute gold mine. When used wisely, it can greatly improve the customer experience.

Contact Center 52

Contact Center Analytics Data Call Center 52

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Change Management.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Comm100

APRIL 2, 2024

. – Analyzing Feedback for Actionable Insights: Collecting feedback is only the first step; analyzing this data for actionable insights is where the real improvement begins. This analytical approach allows businesses to make informed decisions about where changes will have the most impact on customer satisfaction.

Strategy 238

Strategy How To Wait Times Customer Satisfaction 238

Thematic

OCTOBER 3, 2022

One of the best things you can do to improve your bottom line is listen to your customers. According to Deloitte's research, customer-centric companies are 60% more profitable. Placing customer needs at the heart of your product strategy moves you that much closer to success. Here's where we come in.

Analytics 71

Analytics Feedback Analysis Social Media 71

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. We studied 88 companies that have a formal customer program (e.g.,

Analytics 113

Analytics Loyalty Data Competitive Advantage 113

Lumoa

NOVEMBER 7, 2022

7 Customer Experience Trends to Know in 2023 Here are seven trends that will keep your customer experience strategy on top. #1 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.

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

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. This includes any unstructured feedback from survey responses to online reviews and customer support conversations.

Analytics 208

Analytics Touchpoint Customer Centricity Feedback 208

West Monroe

SEPTEMBER 25, 2023

As generative AI drives new urgency for data and digital transformation, our second-annual survey of 700 C-suite executives and 5,000 consumers finds that companies are working to overcome macroeconomic headwinds while embracing digital throughout their organizations.

Customer Centricity 105

Customer Centricity Analytics Data Survey 105

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

SurveySparrow

JUNE 27, 2023

Understanding customers can be tricky, but customer journey analytics tools are here to help. They show you how customers interact with your business. This blog is about the ten best tools you can use in 2023 to improve your customer experiences. What is Customer Journey Analytics?

Customer Journeys 52

Customer Journeys Analytics Tools Analysis 52

Bob Hayes

OCTOBER 23, 2017

We surveyed 80+ customer-centric professionals in companies with formal customer-centric programs (e.g., We surveyed 80+ customer-centric professionals in companies with formal customer-centric programs (e.g., Competing on Analytics. Customer Experience / Success Programs.

Analytics 68

Analytics Competitive Advantage Government Customer Centricity 68

Lumoa

SEPTEMBER 8, 2021

While useful, these activities not only miss a tonne of valuable detail, but they are also no longer enough to keep up with increasingly fast release cycles and changing customer sentiment. Help your organization amaze and delight your customers by strengthening these skills. 6 Customer Experience Skills That You Should Know About 1.

Customer Experience Management 208

Customer Experience Management CEM Customer Experience Management 208

Confirmit

JANUARY 15, 2020

When RS Components initiated a strategic Voice of the Customer (VoC) program with Confirmit, its aim was to regularly and consistently capture customer insight that it could use to improve the customer experience across the organization. Voice of the Customer Case Studies. The results?

Net Promoter Score 52

Net Promoter Score Analytics Case Study Customer Centricity 52

Lumoa

MARCH 8, 2023

Granular and Refined Insights are Valuable While telcos spend a lot of money on gaining customer insights, they often just end up in a report, and little action is taken. Telcos need to be more critical about how insights are gained and used productively. Leveraging analytics is crucial for long-term success.

Industry 208

Industry Customer Centricity Telecommunications Feedback 208

CX Advantage Walker

APRIL 11, 2018

Overview Thick Data provides insight into people’s emotions, motivations and ways of thinking. For our organizations to have a realistic view of the marketplace and our customers, CX leaders need to provide and advocate the use of Thick Data to supplement operational Big Data insights.

Analytics 76

Analytics Data Customer Experience Customers 76

Think Customers

JULY 29, 2022

According to IDC analysts, businesses were estimated to have spent $215 billion in 2021 on big data and business analytics solutions, a 10% increase over 2020. At the same time, data models for understanding customer intent and other insights are not infallible; even data-driven companies are a constant work in progress.

Data 59

Data Apparel Automotive Tourism 59

Experience Investigators by 360Connext

AUGUST 22, 2023

They might even proclaim to put customers first or be customer-centric. Usually, this means they collect all sorts of customer insights through surveys and user reviews to better understand their experience. Blend Company Data and Customer Data Humans often say one thing but behave differently.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

Team Support

JANUARY 18, 2024

As businesses continue to evolve, so do their customer support needs. TeamSupport is the number one ticketing and live chat solution for customer-centric businesses. TeamSupport is a tool that helps businesses manage, track, and resolve customer support tickets efficiently. What is TeamSupport Software? It's a necessity.

Software 59

Software Self Service Customer Centricity Customer Satisfaction 59

Optimove

JANUARY 3, 2024

Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more 1. Adopt a Customer-Centric Data Strategy Begin your marketing efforts with a customer-centric data strategy as the foundation. All marketing should start with the customer. 

Marketing 59

Marketing Customer Centricity Analytics Touchpoint 59

Bob Hayes

DECEMBER 17, 2017

The importance of analytics continues to grow in business and beyond. I did my part this year to spread interest in analytics to more people. All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. What Must You Ask?

Analytics 46

Analytics Data Competitive Advantage Social Media 46

Experience Matters

MARCH 17, 2015

We just published a Temkin Group data snapshot, Customer Experience Expectations and Plans for 2015. This is our annual analysis of CX priorities and spending within large organizations (see last year’s data snapshot ). 81% of respondents expect to put more focus on customer insights and analytics.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

SurveySensum

NOVEMBER 22, 2023

It is crucial to protect your customers’ data privacy and security by handling personal information responsibly. Focus on encouraging open and honest feedback by assuring customers of anonymity. It can make customers more comfortable sharing their thoughts, even if they have concerns or criticisms. And the best part?

Feedback 52

Feedback Customer Insights e-support Social Media 52

Lumoa

FEBRUARY 28, 2023

NPS surveys are one common component of a solid customer feedback strategy Source Create a plan to act on the feedback you receive When your feedback collection strategy is working well, your customers may be providing overwhelming amounts of feedback. You’ll never feel like you’ve got a full picture of your customer experience.

Feedback 208

Feedback Strategy Net Promoter Score Effort Score 208

Bob Hayes

DECEMBER 17, 2017

The importance of analytics continues to grow in business and beyond. I did my part this year to spread interest in analytics to more people. All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. What Must You Ask?

Analytics 40

Analytics Data Competitive Advantage Social Media 40

Alida

APRIL 26, 2018

According to CMO.com way, back in 2016, 63% percent of CEOs saw rallying their organizations around the customer as one of the top three investment priorities for the year. Today, customer centricity, or some notion thereof, has become the strategic posture of almost every profitable company in existence.

Customer Centricity 133

Customer Centricity Analytics Study Customer Experience Professionals 133

Chattermill

NOVEMBER 11, 2019

How to Share Customer Insight Across an Organisation. customer experience. When it comes to helping teams build customer-centric products, a big part of that is figuring out how you can help communicate more effectively and efficiently insights about customers. Why not organise one for CX and Data?

Customer Insights 40

Customer Insights How To Customer Centricity NPS 40

TechSee

AUGUST 14, 2023

As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy. Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

NobelBiz

APRIL 30, 2024

The development of AI in customer service began with simple automated systems and has evolved into sophisticated AI solutions capable of handling complex queries with a human-like understanding. This evolution has been driven by advancements in machine learning, natural language processing, and big data analytics.

Call Center 105

Call Center Contact Center Chatbots Virtual Agent 105

Lumoa

JUNE 14, 2023

By inserting humor , wit, and enthusiasm into their customer interactions, Netflix shows that they are not only listening to customers but also engaging with them on a personal level. Even the CEO is known to take customer service calls every once in a while – talk about customer centricity!

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

NobelBiz

APRIL 30, 2024

The development of AI in customer service began with simple automated systems and has evolved into sophisticated AI solutions capable of handling complex queries with a human-like understanding. This evolution has been driven by advancements in machine learning, natural language processing, and big data analytics.

Call Center 105

Call Center Contact Center Chatbots Virtual Agent 105

Thematic

APRIL 3, 2024

It encompasses both direct feedback – what customers explicitly tell you through surveys, reviews, or conversations – and indirect feedback –  the behaviors, preferences, and sentiments expressed through actions like website interactions, purchase patterns, and social media engagement.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

SurveySparrow

JULY 26, 2023

The Voice of Customer (VOC) solution refers to businesses’ comprehensive set of tools, techniques, and processes to effectively capture, analyze, and act upon customer feedback and insights. 2: Analyze and Interpret Data Once you have collected the customer feedback, the next step is to analyze and interpret the data.

Voice of Customer 52

Voice of Customer Social Media Customer Journeys Competitive Advantage 52

Optimove

DECEMBER 28, 2023

At the same time, marketers need sophisticated data analytics to execute personalized, relevant messaging at the speed of a consumer’s interaction with the brand. Generative AI is simplifying the complexity of advanced data analysis and streamlining insight discovery.

CRM 69

CRM Marketing Social Media Analysis 69

SurveySparrow

JULY 27, 2023

Did you know that customer-centric companies are 60% more profitable compared to their competitors? Imagine this: You have a business, and you want to truly understand what your customers need, expect, and prefer. This is where the voice of the customer (VOC) comes in. What do you think you must do first?

Social Media 52

Social Media Net Promoter Score Customer Centricity Customer Voice 52