Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. What is Customer Experience Analytics? Here's why.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. What is Customer Experience Analytics? Here's why.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

InMoment XI

AUGUST 17, 2023

The Net Promoter Score (NPS) metric reveals the essence of customer sentiment and unlocks the path to business success, so it is important that you take the time to uncover net promoter score drivers. Leverage customer data and analytics to understand their preferences, purchase history, and behaviour.

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

Lumoa

JANUARY 23, 2018

Some companies use other metrics , such as Customer Effort Score or Customer Satisfaction. These standard metrics include not only the number, but also free text feedback revealing why your customers like or dislike you or your product. Part of the problem results from the sheer volume of data.

Analytics 304

Analytics NPS Financial Analysis 304

Thematic

DECEMBER 28, 2022

Feedback analytics software is a powerful tool in a product manager's arsenal. It's masses of valuable qualitative data. It’s noisy data! In this post, we'll discuss six ways that feedback analytics can help product managers build better products! It's not like you can just read the good stuff.

Analytics 71

Analytics Software Feedback Management 71

Thematic

DECEMBER 5, 2018

So, let’s look at ways to reduce churn with customer retention analytics and why it’s important in the first place. To enable these actions, customer retention analytics provide predictive metrics of which customers might churn — which enables them to get ahead of it. 5 types of customer retention analytics.

Customer Retention 96

Customer Retention Analytics Data Strategy 96

SurveySparrow

DECEMBER 9, 2023

Have you ever wondered how companies make sense of heaps of data? Think of it as your data’s home base, where you can quickly grasp what’s happening and make informed decisions. Importance of Visualizing Data Turning data into visuals is a game-changer. Basics first. What is a Dashboard?

Analytics 52

Analytics Trends Metrics Tools 52

West Monroe

JANUARY 2, 2024

At this stage, a crucial responsibility for the CFO is the collection of a diverse range of quantitative and qualitative metrics; these metrics serve as the backbone of the organization's prioritized focus, essentially forming the finance transformation roadmap. CRM, ERP, WMS). an account in CRM = ship to address in ERP).

Data 52

Data Roadmap CRM Technology 52

Lumoa

JANUARY 19, 2023

This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services. Decide When and How to Collect Data and Feedback 4. Remember, not all data is created equal. Set clear start and endpoints for your data collection efforts.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Totango

MARCH 13, 2020

Using customer data to illuminate the road ahead is always going to be far more effective than winging it or blindly assuming that what has worked in the past will continue to work in the future. Still, customer data needs to be carefully tracked and evaluated in order to be worth gathering in the first place.

Analytics 82

Analytics Customer Success How To Customer Journeys 82

Wootric

AUGUST 10, 2018

We’re going to show you how to leverage qualitative data to build better hypotheses to reach successful new products and features faster. How can you leverage qualitative data when the product or feature doesn’t exist yet? We brought in some UX experts to tell us how they use qualitative data to point them in the right directions.

Roadmap 53

Roadmap Data Net Promoter Score Analytics 53

Experience Investigators by 360Connext

OCTOBER 17, 2023

I believe some of this is because there is so much emphasis on customer feedback metrics that we lose sight of the forest for the trees! Gather Data and Insights To support the business case, gather relevant data and insights that demonstrate the impact of CX on the identified business outcomes. What is our action plan?

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

CSM Magazine

MAY 26, 2023

In the current dynamic business landscape, managing data effectively has become a crucial aspect of streamlining operations. With the rapid expansion of information, organizations that leverage efficient data management strategies can quickly turn mountains of data into key insights that drive decision-making and propel growth.

Data 52

Data Management Roadmap Government 52

Gainsight

JANUARY 6, 2023

You’ll learn everything from utilizing product analytics and product adoption strategies to career advice for product management professionals. Benchmark: Product Roadmapping With Product Experience Data. Product Analytics. Getting to Know the “Real” User With Behavioral Analytics. Product Experience .

Resources 52

Resources Roadmap eBook Analytics 52

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. 2. Active Users.

Metrics 52

Metrics Customer Success Measurement Financial 52

Thematic

APRIL 21, 2020

This brings its own set of challenges and opportunities for customer insights & analytics leaders. One way we’ve responded at Thematic has been to start hosting virtual roundtable discussions for customer insights and analytics professionals to connect and share how everyone is managing. Normalize metrics.

Analytics 103

Analytics Call Center Survey Feedback 103

Avaya

APRIL 15, 2019

However, early success metrics among those using AI show that customer ratings actually increased by 45% after they introduce AI, mostly in the form of chatbots. What can chatbots or AI-enabled analytics do for your customers or your agents that will drive an opportunity or address a problem? You need a budget.

Roadmap 47

Roadmap Customer Experience Self Service Chatbots 47

Lumoa

MARCH 31, 2021

Actionable insights are processed data sets that prescribe any direct, meaningful actions you can take based on the analysis of raw data. On the other side of the coin is data that you already know, or that you can’t find any sort of pattern for. Gathering Insights In order to get actionable insights, you need strong data.

Effort Score 208

Effort Score NPS Net Promoter Score Feedback 208

Aveus

MAY 18, 2021

As a result, industry analysts expect Star performance to decline—at least until MA plans figure out how to meet consumer experience expectations, the most challenging set of metrics to satisfy. Under the new methodology for calculating MA quality scores, consumer experience-related metrics will determine 57% of overall Star ratings by 2023.

Consumers 130

Consumers Healthcare Metrics Case Study 130

Circular Edge

DECEMBER 13, 2022

Blog Credit: Pamela Pierce, December 7, 2022 (5 Ways to Extract Serious Value from Your Transactional Data | NetSuite). Leverage your historical ERP data to uncover insights that generate value for your customer and business. Business data abounds, but are you taking full advantage? The Value of Past Data to Today’s Business.

Data 52

Data Competitive Advantage Multi-Channel Analytics 52

SurveySensum

MAY 14, 2024

With data at its core, a robust monitoring system is not just beneficial—it’s imperative. The Pulse of Predictive Analytics Predictive analytics forms the heart of proactive database management. Incorporating predictive analytics means your database isn’t solely operational—it’s strategic.

Analytics 52

Analytics System Resources Metrics 52

Lithium

APRIL 2, 2024

RECAP] Khoros Fresh Features Product Release & Roadmap Webinar : The following on-demand Q&A and accompanying resources are intended to summarize recent releases, enhancements, and current plans for Khoros products, functionality, and other services to help you unlock the full power Khoros has to offer.

Roadmap 52

Roadmap Metrics CRM Resources 52

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. 2. Active Users.

Metrics 52

Metrics Customer Success Measurement Customers 52

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. 2. Active Users.

Metrics 52

Metrics Measurement Customer Success Customers 52

Gainsight

AUGUST 4, 2022

In this report, they break down the three pillars of customer success management platforms: “continuously monitoring customer health to drive action; using data for a comprehensive view of the customer throughout lifecycle; [and] proactively guiding customers to value.”. Invest in operations to dial in CS metrics and methods .

Customer Success 105

Customer Success Management Marketing Analytics 105

Thematic

APRIL 3, 2024

By systematically collecting and analyzing this rich data, you gain insights that drive meaningful improvements across the customer journey. Step 1: Setting SMART Goals Without clear objectives, your Voice of the Customer program can become a data collection exercise without direction.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

ECXO

MARCH 21, 2023

Design leads us to data and experience personalisation Personalised approach (Data Analytics): Customers expect a personalised experience that meets their specific needs. Just in B2B, the challenges are greater to achieve great experiences, but data analytics definitely helps. Think of it like a project plan.

B2B 98

B2B Customer Experience Roadmap Culture 98

Gainsight

APRIL 30, 2019

As a product manager, metrics affect every move you make. Access to data. Product analytics provide the insight necessary to evaluate your last roadmap planning session and make informed decisions going forward. General business metrics are important as well, so you can tie your activities back to overall company goals.

Metrics 65

Metrics Net Promoter Score Management How To 65

Magellan Solutions

FEBRUARY 26, 2024

There is immense potential for transforming workflows, empowering agents, and boosting data-informed decisions. It provides more comprehensive call analytics. AI in call centers improves the customer experience, boosts agent performance, and facilitates data-driven decision-making. It improves customer service and satisfaction.

Call Center 52

Call Center Customer Service Contact Center Roadmap 52

Thematic

SEPTEMBER 1, 2021

Read on to learn how to use our powerful analytics for deeper customer insights. What is chat analytics? Chat analytics is the process of finding useful data points in chat conversations and support tickets. This generates richer data than rigid surveys with set questions.

Customer Insights 114

Customer Insights How To Analysis Analytics 114

Qualtrics

AUGUST 6, 2021

Historically, organizations would measure employee engagement or other employee experience metrics, report out the results and talk about the drivers of that metric. The very nature of the way employees experience their workplace has profound implications on HR leaders’ ability to transform their organizations.

Healthcare 26

Healthcare Employee Experience Metrics Connections 26

Experience Investigators by 360Connext

AUGUST 22, 2023

This information is essential; however, as every customer experience (CX) leader has faced: data is just a starting point. My team works with many well-intentioned CX leaders that have mountains of data but cannot decide where to focus. Blend Company Data and Customer Data Humans often say one thing but behave differently.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

Gainsight

JUNE 17, 2022

If you’re considering implementing—or have already implemented—a product-led growth (PLG) strategy, one of the first things you should determine are the metrics you’ll need to measure success. . Want to learn what data to start keeping track of for PLG? Here’s how to pick out the perfect metrics for product-led growth. .

Measurement 52

Measurement Effort Score Net Promoter Score Handbook 52

Qualtrics

APRIL 25, 2019

Roseboro stated we need a new roadmap for D&I — a roadmap that goes from passive exclusion to active inclusion, and which is tailored to satisfy employee demands and capabilities. 5) Mitigate bias – The most effective D&I initiatives are predominantly grounded in objective data and analytics. Book a demo.

Roadmap 40

Roadmap Competitive Advantage Culture Measurement 40

Lumoa

AUGUST 23, 2021

Importance of efficient analytics Customer insight platforms, like Lumoa , helps organizations in the process of collecting and analyzing customer feedback to discover valuable insights. These analytics are always going to be crucial starting points for any type of growth, pandemic or not.

Customer Experience 236

Customer Experience Social Media Video Customers 236

Thematic

JUNE 9, 2022

Your data is good. It's about telling rich, powerful stories, and supporting them with data and insights to reinforce your message. Here are a few critical audience groups: Understand who your stakeholders are, who your blockers are, and which metrics matter most to those individuals. What metrics really matter?

Feedback 62

Feedback How To Roadmap Analysis 62

Totango

JANUARY 2, 2020

As the economy continues to become more digitally-based, customer data becomes more valuable and accessible than ever. The evidence is clear —companies that use customer data insights to arm their operations teams outperform their competitors by as much as 85%. How Customer Data Insights Inform Next Steps.

Data 71

Data Roadmap Customers Customer Success 71