Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. Investing in truly understanding them has a massive financial payoff. What is Customer Experience Analytics? Customer experience analytics goes deeper than simple satisfaction scores. Here's why.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

InMoment XI

NOVEMBER 2, 2022

Your customer experience (CX) program, like your business, needs to be able to grow and evolve to prove a return on investment. If you’re like the majority of CX practitioners (CX Network’s “Global State of CX” report shows that it is the second highest concern for CX practitioners), you likely have quite a few ROI questions.

ROI 493

ROI Return on Investment Airlines Call Center 493

InMoment XI

OCTOBER 4, 2023

When businesses solely focus on the ‘what’ of customer experience data—such as numerical ratings and surface-level feedback—it sets them up for many unproductive discussions and mathematical scrambling to appease an analytical audience. I like to be like the newspaper reporter who continually asks ‘why.”

Customer Experience 558

Customer Experience Net Promoter Score How To Effort Score 558

BirdEye

NOVEMBER 21, 2022

When it comes to social media, analytics is everything. Thankfully, social media analytics is becoming easier and more accessible. In this blog, we’ll show you why social media analytics is important, talk about ways to get started, and how best to use social media data to gain valuable insights for your marketing efforts.

Social Media 98

Social Media Analytics Multi-Channel Metrics 98

Wootric CX Blog

APRIL 22, 2021

Wootric by InMoment, the CX management platform for maximizing customer lifetime value (CLV), has been recognized as a Leader in the G2 Crowd Grid Report for Feedback Analytics for Spring 2021. In addition to being a leader in the Feedback Analytics grid, Wootric was the top-ranked High Performer in Experience Management Software.

Report 52

Report Analytics Feedback Return on Investment 52

InMoment XI

AUGUST 18, 2022

In fact, research shows that 30% of businesses reported having budget related issues to their CX programs. If you are looking to unlock a true return on investment in your experience program, you need to go beyond sending and collecting surveys. And, unfortunately, customer experience programs may fall on the chopping block.

ROI 557

ROI Customer Experience Effort Score Financial 557

InMoment XI

JANUARY 16, 2024

Analytics and Reporting Features Prioritize AI software that includes robust analytics and reporting tools. Analytical capabilities contribute to data-driven decision-making and continuous improvement. Understanding the training duration helps plan resources effectively and ensures a quicker return on investment.

Contact Center 260

Contact Center Virtual Agent e-support Chatbots 260

InMoment XI

FEBRUARY 23, 2024

Choose the ones most likely to engage with your product and that will lead to a positive return on investment (ROI). Data sources may include customer surveys, interviews, focus groups, demographic data, purchasing history, website analytics, social media insights, and market research reports.

Marketing 260

Marketing Customer Experience Return on Investment Analysis 260

Lumoa

FEBRUARY 16, 2023

Insights from data analytics can help create new product designs or services. Data can also inform pricing strategies for a better return on investment. Prioritizing the Needs After completing the preceding steps, rank each solution based on its potential value and return on investment. Launching new initiatives.

Voice of Customer 236

Voice of Customer How To Feedback Return on Investment 236

Alliance by IFS

FEBRUARY 14, 2019

Repeated execution of these tasks leaves minimal to no room for error, leading o higher return on investment and causing more companies to implement bots into their customer experience mix. This allows firms to reduce dependence on costly data analytics resources while minimizing the risk of human error. Efficiency Gains.

Chatbots 80

Chatbots Report Contact Center Knowledge Base 80

SurveySensum

MAY 7, 2024

Predictive Analytics: Incorporating predictive analytics into PMPs can help advertisers identify high-value inventory opportunities before they become available to the broader market. Transparent Reporting Tools: Select PMPs providing transparent reporting tools enabling accurate tracking of campaign progress and performance.

Advertising 52

Advertising ROI Report Trends 52

CSM Magazine

APRIL 17, 2024

Research suggests 89% of customers who are contacted proactively report a positive experience that changes their perception. When implemented effectively, this approach offers a higher return on investment compared to the resources spent on handling reactive customer service issues.

Customer Service 52

Customer Service Self Service Return on Investment Social Media 52

Lumoa

NOVEMBER 29, 2021

Insightful analytics is possible with modern technologies such as Lumoa that have machine-learning-based text analytics. Most organizations, that receive large amounts of customer feedback data, can buy text analytics solutions that help in making sense of the data and transform the chaotic customer voice data into structured info.

ROI 259

ROI Customer Experience NPS Financial 259

NICE inContact

JULY 12, 2016

The key to unlocking this power is the insight provided by data analytics. There are three primary points to cover when selling the value of data insights to the C-suite: Outline the functionality and benefits of using analytics. Show the Return on Investment (ROI) in both quantitative and qualitative terms.

Data 120

Data Contact Center First Call Resolution Return on Investment 120

West Monroe

OCTOBER 19, 2023

” What’s more, 20% expect investments in artificial intelligence (AI) to increase by at least 50%. Expectations for return on investments are high. This doesn’t always create a return on investment—and in some cases works against it. A good example is master data management.

ROI 52

ROI Technology Strategy Return on Investment 52

InMoment XI

NOVEMBER 15, 2023

Customer experience analytics is the practice that empowers businesses to do just that. We’ll explore what customer experience analytics is, where it comes from, important metrics to consider, its benefits, real-world examples, and how to drive value from this practice. What is Customer Experience Analytics?

Analytics 324

Analytics Customer Experience e-support Net Promoter Score 324

Lumoa

JUNE 30, 2022

The more your company invests in CX systems and teams, the more you’ll feel the positive impact on your customers (and your business metrics). Forrester found that CX leaders outperform laggards both on stock price growth and total return, and that has been even more valid in the past two challenging years.

Customer Experience 277

Customer Experience How To Metrics Feedback 277

CSM Magazine

OCTOBER 18, 2023

Understand what you need the software to accomplish, such as resource allocation, collaboration, reporting, or integration with other systems. Reporting and Analytics : Strong reporting and analytics capabilities are essential.

System 52

System Software Management Return on Investment 52

CSM Magazine

JANUARY 11, 2022

Calabrio’s own research found that 90% of contact centres said they were aggressively investing in new channels, automation and analytics tools — while 68% of cloud migrations happened in 2020. They also claim their cloud solutions enable more strategic, smarter business decisions, while 70% say they are enhancing the use of analytics.

Omni-Channel 75

Omni-Channel Return on Investment Analytics Chatbots 75

CSM Magazine

NOVEMBER 23, 2023

One of the most notable innovations is Warehouse Asset Management System (WAMS), a technology-driven solution that leverages automation and data analytics to streamline operations. With advanced data analytics and reporting, managers can monitor the movement of assets, inventory levels, and workforce productivity in real-time.

Return on Investment 52

Return on Investment Transportation System Analytics 52

Magellan Solutions

JANUARY 29, 2024

Insights and Reporting The outsourcing provider has a dedicated analytics team focused on providing meaningful data, customized reports, and actionable insights specifically aimed at improving the client’s accounts payable processes and performance. This lightens the vendor management workload for the client.

Financial 52

Financial Return on Investment Fashion Metrics 52

NobelBiz

MAY 7, 2024

Cost Efficiency and ROI Although the initial investment in a hybrid dialer system may be significant, the return on investment is quickly realized through improved efficiency and customer retention. Personalized routing, callback scheduling, and proactive communication all contribute to a superior customer journey.

Call Center 52

Call Center Self Service Wait Times System 52

Lumoa

JULY 10, 2018

Insightful analytics is possible with the modern technologies such as machine-learning-based text analytics. Most organizations, who receive large amounts of customer feedback data, can buy text analytics solutions which help in making sense of the data and transform the chaotic customer voice data into structured info.

ROI 303

ROI Customer Experience NPS Financial 303

Magellan Solutions

AUGUST 23, 2023

AI-powered predictive analytics and natural language generation have taken marketing strategies to a new level. It guarantees the highest possible return on investment. Initially, AI simplified tasks such as email marketing and social media scheduling. 85% of marketers use AI and claim it improves content personalization.

Tools 98

Tools Marketing Social Media Advertising 98

West Monroe

FEBRUARY 11, 2024

Gather data from the equipment involved and analyze that data using a readily available technologies like an industrial AI operating system consisting of an edge platform (data collection), machine learning platform (data analytics), and cloud platform (data management) for a hybrid unified analytics experience.

Industry 52

Industry Case Study Analysis Technology 52

Lumoa

MAY 19, 2020

In 2014, Peter Kriss of the Harvard Business Review reported that happy customers spend up to 140% more than those who had a negative experience. Perhaps you might consider hiring more customer service representatives before investing in CRM software or a multi-channel servicing strategy. Define the opportunity. Analyze alternatives.

How To 259

How To Multi-Channel Return on Investment Strategy 259

Talkdesk

JANUARY 3, 2020

The cloud-based architecture of Talkdesk’s platform allowed for seamless integration with Salesforce, as well as great reporting capabilities and security compliance. Furthermore, Weekendesk was delighted with the Reporting and Analytics capabilities of Talkdesk’s software.

Return on Investment 62

Return on Investment Competitive Advantage Travel Contact Center 62

BirdEye

FEBRUARY 21, 2023

It involves creating content, scheduling social media posts, responding to comments and messages, tracking analytics, developing strategies, and engaging with customers on various channels. Social media management for businesses is the practice of managing a company’s presence on various social media platforms.

Social Media 98

Social Media Management Multi-Channel Analytics 98

BirdEye

MARCH 10, 2023

Well, it’s because an audit of social media is an essential tool for any business looking to improve its social media presence and maximize its return on investment from social media marketing efforts. To do that: Use the analytics tools each social network provides to identify your top posts.

Social Media 98

Social Media Metrics Return on Investment Ecommerce 98

SurveySensum

FEBRUARY 14, 2024

These tools come in all shapes and sizes – from simple survey tools to fancy platforms with features like sentiment analysis and automated reporting. Reporting and Analytics: Prioritize tools offering robust reporting and analytics features to analyze and interpret feedback data effectively.

Tools 52

Tools Feedback Analysis Survey 52

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The capacity to measure and quantify the return on investment (ROI) of CX initiatives is critical for businesses to thrive.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

Magellan Solutions

MARCH 5, 2023

The SLA is important in reporting, outlining whether or not the metrics are met, as evident in performance analytics. 4 High Return On Investment Your business can reap greater profits when your customers are happy. Your service provider can use the SLA document to set priorities and timelines to resolve the problem.

Average Handle Time 98

Average Handle Time Abandon Rate Metrics Telecommunications 98

VDS

JUNE 6, 2023

Discuss the pricing models, any upfront costs, ongoing fees, and potential return on investment (ROI) to evaluate the solution’s affordability and cost-effectiveness for your organization. Consider features like omnichannel communication, intelligent routing, analytics, workforce management, and CRM integration.

Contact Center 52

Contact Center ROI Return on Investment Case Study 52

VDS

JUNE 6, 2023

Discuss the pricing models, any upfront costs, ongoing fees, and potential return on investment (ROI) to evaluate the solution’s affordability and cost-effectiveness for your organization. Consider features like omnichannel communication, intelligent routing, analytics, workforce management, and CRM integration.

Contact Center 52

Contact Center ROI Return on Investment Case Study 52

Gainsight

MARCH 4, 2024

As a training or operations professional, you’ve probably faced plenty of questions regarding ROI (return on investment) from colleagues when evaluating an online learning initiative. Use your training platform’s analytics, assessment and survey tools, and workplace observations, to collect this information from your learners.

ROI 52

ROI Training How To Course 52

Gainsight

JUNE 21, 2022

Although those costs tend to plummet in the long run, the return on investment (ROI) usually comes about a year and a half after the deal is closed. According to Gainsight’s CCO, Kellie Capote, “A majority of companies indicated that their Customer Success teams reported to either the CCO (if applicable), CRO, or CEO.

Trends 52

Trends Net Promoter Score NPS Return on Investment 52

West Monroe

DECEMBER 14, 2022

Also, aligning your digital journey with the sustainability journey can advance both goals and drive greater overall return on investments—and when the economy rebounds, those who have demonstrated progress will only have strengthened their competitive position. get the report. 2023 Outlook: The Future of Manufacturing.

Industry 52

Industry Return on Investment Report Course 52