InMoment XI

MARCH 20, 2024

In the midst of a financial industry crisis, Metro Bank emerged in 2010 with a bold vision—to create fans, not just customers. They envisioned a landscape where exceptional customer service, inviting environments, and a commitment to personal connections prevailed over the conventional transactional approach. .”

Customer Centricity 260

Customer Centricity Net Promoter Score Banking Effort Score 260

Lumoa

APRIL 1, 2020

When it comes to customer experience and your customer insight strategy , it’s no different. What are customer insights? By learning the ins and outs of your customers’ experiences, desires, and expectations of your product you can create a strategy to wow them. Why Build a Customer Insight Strategy?

Customer Insights 208

Customer Insights Strategy Customer Journeys How To 208

CloudCherry

FEBRUARY 26, 2019

Key Takeaways from Forrester Report on the State of Customer Analytics. The findings of the 2018 Forrester Report on the State of Customer Analytics are based on an online survey in which 144 North American analytics and measurement pros , from a broad set of industries, took part.

Analytics 256

Analytics Report Analysis Study 256

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. How Net Promoter Companies Thrive in a Customer-Driven World. But the scores themselves won’t help any organization actually improve its customer experience.

NPS 120

NPS Analytics Customer Insights Net Promoter Score 120

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. How Net Promoter Companies Thrive in a Customer-Driven World. But the scores themselves won’t help any organization actually improve its customer experience.

NPS 120

NPS Analytics Customer Insights Net Promoter Score 120

Lumoa

APRIL 13, 2020

This is a common pre-recorded message that I think we have all heard once or twice when calling a customer service department. In this article, we’ll explain what voice feedback is and how you can easily generate customer insights from your customer calls. ”Calls may be recorded for training and monitoring purposes”.

Customer Insights 208

Customer Insights Feedback Social Media Survey 208

InMoment XI

OCTOBER 4, 2023

Today, there are a lot of customer feedback management (CFM) companies talking about integrated CX. But, we are confident in saying that the strategies we are developing that view the customer experience as the sum of integrated feedback, insights, and actions are going to distinguish us from our competitors in a significant way.

Customer Experience 558

Customer Experience Net Promoter Score How To Effort Score 558

InMoment XI

NOVEMBER 20, 2023

In particular, Artificial Intelligence (AI) has emerged as a powerful tool, revolutionizing the way companies understand and enhance the customer experience. 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?

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. We will also consider how AI algorithms are used to process customer data patterns to predict their service requirements – dealing with issues before they even arise.

Customer Service 212

Customer Service Chatbots Analytics Customers 212

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024.

208

208

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 Karla Vidal .

Data 218

Data Net Promoter Score Effort Score Analytics 218

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

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Reviewing your existing CX strategy is a good place to start.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Lumoa

JANUARY 23, 2018

If you work in a big company with large number of customers (or users), you most probably receive a lot of feedback: people write about their experiences, complain about the things that do not work and tell about the things they love. Some companies use other metrics , such as Customer Effort Score or Customer Satisfaction.

Analytics 304

Analytics NPS Financial Analysis 304

Thematic

SEPTEMBER 1, 2021

With just one click, you can now send your customer conversations to Thematic for automated tagging and analysis. Read on to learn how to use our powerful analytics for deeper customer insights. What is chat analytics? For example, it’s useful to know the main reasons your customers are looking for support.

Customer Insights 114

Customer Insights How To Analysis Analytics 114

Lumoa

NOVEMBER 7, 2022

And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. That’s because it works.

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

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

Calabrio

FEBRUARY 26, 2021

Agents began hosting their frontline communications with customers from home offices – fundamentally shifting how the workforce operates – and many companies finally recognized that new strategies were needed to their customers’ needs at the forefront. Winning Products to Enable Customer Success.

Analytics 130

Analytics Innovation Contact Center Analysis 130

Fox Metrics

AUGUST 14, 2020

Big data has become a valuable part of the business. Most businesses are leveraging data analytics to get insight into who their customers are, what they do, what they want, and how to reach them. In fact, a study by McKinsey & Company found that businesses using data analytics are 7.4

Analytics 93

Analytics Data Social Media Analysis 93

Thematic

DECEMBER 5, 2018

Think customer loyalty programs are all about getting generic discounts, points and rewards? Today, it’s more about offering customers something as personalized as possible, so that they feel truly special. So, let’s look at ways to reduce churn with customer retention analytics and why it’s important in the first place.

Customer Retention 96

Customer Retention Analytics Data Strategy 96

Calabrio

SEPTEMBER 30, 2020

Key customer insights—or the lack thereof—can make or break a business in today’s harrowing world. That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now. Let’s take a look at what makes each of their Calabrio Analytics use cases award-worthy.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

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 Karla Vidal .

Data 150

Data Net Promoter Score Effort Score Analytics 150

Oracle

OCTOBER 15, 2018

Businesses now live in the age of “experience” Thanks to the digital revolution, so much of a brand’s bottom line now depends on customer experience because consumers have more access to information (and therefore more access to alternatives) than they’ve ever had before. Step 1: Set up a cross-functional data team.

Data 190

Data Analytics Touchpoint Consumers 190

Calabrio

SEPTEMBER 30, 2020

Key customer insights—or the lack thereof—can make or break a business in today’s harrowing world. That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now. This year’s winner was Thomson Reuters! The Winner: Thomson Reuters.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

MiaRec

NOVEMBER 14, 2023

Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics.

Contact Center 52

Contact Center Analytics Analysis Customer Insights 52

MiaRec

NOVEMBER 14, 2023

Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics.

Contact Center 52

Contact Center Analytics Analysis Customer Insights 52

Forrester's Customer Insights

OCTOBER 26, 2023

The future success of generative AI relies on leveraging quality data effectively. Learn more in our 2024 data and analytics predictions.

Analytics 54

Analytics Data Customers 54

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

Helpt

FEBRUARY 14, 2024

Significance of Data-Driven Decision Making Do you trust your gut? We at Helpt feel your frustration and we have a solution for you: data-driven decision making (DDDM). Thos methodology illustrates a move away from intuition-based decisions towards those that rely on hard, analytic data. Today, we have big data.

Data 52

Data Analytics Social Media Analysis 52

CSM Magazine

NOVEMBER 30, 2016

Customer insight, data & analytics have become an integral part of customer experience. And how do you make the most of the data available at your fingertips, ensuring it is turned into useful information that can drive change within the business? The changing customer insight landscape.

Customer Insights 40

Customer Insights Analytics Data Case Study 40

CSM Magazine

APRIL 18, 2023

Understanding customer insights is essential to maximizing the return on your business investments, as expected. And in this article, we’ll explore some strategies for using customer insights to drive meaningful growth—focusing on how companies like yours can use these powerful tools to increase their ROI significantly!

Return on Investment 52

Return on Investment Customer Insights Strategy Competitive Advantage 52

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Strategy 224

Strategy How To Wait Times Customer Satisfaction 224

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. Five reasons to invest in feedback analytics 1.

Analytics 71

Analytics Feedback Analysis Social Media 71

inQuba

JULY 3, 2022

Why deep customer insight is at the heart of better experiences & revenue growth. Customer Journey Management is the process of discovering and optimizing your customers’ journeys, to improve customer experience and achieve positive business outcomes. What is Customer Journey Analytics?

Customer Journeys 52

Customer Journeys Analytics Omni-Channel Multi-Channel 52

Thematic

SEPTEMBER 12, 2021

doesn’t matter how many letters you throw out there or how many customer experience (CX) scores you get. Through comments in customer feedback surveys, social media conversations, call center dialogue, etc., your customers are often telling you how they feel about specific features, customer service quality, user experience, and more.

Metrics 117

Metrics Analytics Feedback Effort Score 117

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. How Net Promoter Companies Thrive in a Customer-Driven World. But the scores themselves won’t help any organization actually improve its customer experience.

NPS 67

NPS Analytics Customer Insights Net Promoter Score 67

Beyond Philosophy

MAY 7, 2022

Customer Science is a vital part of any organization’s future success with their customer experience. The combination of AI, behavioral sciences, and data is a powerful way to gain insight into your customers behavior so you can provide a proactive and perfect experience for them.

Customer Insights 78

Customer Insights Voice of Customer Insurance Contact Center 78