InMoment XI

JANUARY 12, 2023

While cross-selling and upselling existing clientele is certainly important, there’s actually a much more holistic (and ambitious) way to approach new business opportunities within your customer base: drive customer lifetime value (CLV). Next, it’s vital to take the long view when looking at your customer relationships.

Social Media 529

Social Media Tips Customers Customer Retention 529

BirdEye

DECEMBER 13, 2023

In January 2023, Apple introduced Apple Business Connect to empower its users to find businesses across its ecosystem of apps, including Apple Maps, Messages, Spotlight, Safari, Wallet, Siri, and Calendar. It is a free and user-friendly platform that serves as a bridge connecting businesses with their local audience.

Connections 108

Connections Customers Management Engagement 108

InMoment XI

OCTOBER 4, 2023

We think of integrated CX as the process of creating an omnichannel customer experience through three key steps: capturing integrated signals, creating integrated insights, and taking integrated actions. Shifting to why will drive your team to delve deeper into customer feedback. and thoughtfully help them think differently.

Customer Experience 558

Customer Experience Net Promoter Score How To Effort Score 558

Lumoa

MAY 30, 2024

We found: Just using an LLM is not an effective way to categorize feedback The Lumoa AI is unable to make certain connections on real world ideas and terms The best results are given when using a blend of Lumoa AI and GPT That’s why, moving forward, we are going to be using a new method to create your Topics.

Comparison 208

Comparison Knowledge Base Groups Analysis 208

Retently

MARCH 20, 2024

In data collection, Computer Assisted Telephone Interviewing (CATI) is a time-tested method, blending the dependability of phone surveys with smart software to boost reach and efficiency. On the other end of the line, the responders are the source of the valuable insights that CATI surveys aim to capture.

Survey 78

Survey Data Analysis Software 78

Integrate.ai

OCTOBER 1, 2020

I’m excited about the shift from data to Signals because it represents an opportunity for businesses to improve customer experience through modern data practices, while meeting their own privacy needs and those of their customers. Used well, consumer data can inform those better choices in a number of ways.

Customer Insights 52

Customer Insights Data Consumers Connections 52

Lumoa

JUNE 23, 2021

Collecting qualitative data is necessary when improving customer experience, and customer service, or when you want to maximize sales, and business growth. While numbers and ratings from research are easy to analyze, businesses require insightful qualitative data to have a complete picture of their customers.

Data 208

Data Survey Feedback NPS 208

Experience Investigators by 360Connext

FEBRUARY 20, 2024

Navigating the Challenges and Opportunities of AI in VoC Programs Now with Generative AI and advanced technologies, there are more opportunities to get to know our customers faster, more personally, and ensure they feel heard. Generative AI can also deliver recommended messaging based on these predictive customer insights.

Analysis 270

Analysis Analytics Customer Relationship Management Feedback 270

C3Centricity

MARCH 15, 2018

Did the title about data make you curious? Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not 10x the ROI of your data. The Current Situation with Data.

Data 206

Data Retail Analysis Analytics 206

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. Chat analytics is the process of finding useful data points in chat conversations and support tickets. What is chat analytics?

Customer Insights 114

Customer Insights How To Analysis Analytics 114

Totango

JUNE 1, 2021

Being able to use your customer success data will enable you to better connect with your customers. It all starts with knowing how to gather customer insights and properly leverage that data. Understanding Customer Success Data. Personal: Behavioral data and demographics.

Customer Insights 69

Customer Insights Software How To Touchpoint 69

Strativity

NOVEMBER 28, 2022

There’s a new standard for brands when it comes to authentic engagement, and the challenge they face is this: while more access to technology provides additional data on consumers, the amount of data has evolved to immensity, slowing a brand’s ability to have a complete picture of those consumers.

Connections 98

Connections Brands Culture Consumers 98

Integrate.ai

OCTOBER 1, 2020

I’m excited about the shift from data to Signals because it represents an opportunity for businesses to improve customer experience through modern data practices, while meeting their own privacy needs and those of their customers. Used well, consumer data can inform those better choices in a number of ways.

Customer Insights 52

Customer Insights Data Consumers Connections 52

Think Customers

FEBRUARY 1, 2024

In today’s hypercompetitive market, actionable customer insight is extremely valuable currency. That’s one of the takeaways from Google Chief Strategist Neil Hoyne’s mainstage presentation at last week’s Customer Contact Week (CCW) Austin event.

Data 52

Data Leadership Innovation Industry 52

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 ensure that both NPS and journey analytics are part of your customer insights program.

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 ensure that both NPS and journey analytics are part of your customer insights program.

NPS 120

NPS Analytics Customer Insights Net Promoter Score 120

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

Experience Investigators by 360Connext

MAY 15, 2024

I have prioritized staying connected and learning everything I can about the technology and systems that impact our experiences. These events provide some of my favorite opportunities to connect with fellow customer experience change makers, unpack our challenges, and provide much-needed group support.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Culture 143

Centercode

JANUARY 8, 2021

We’ve often described modern technology as highly sophisticated, highly connected, and continuously iterative. Protecting Data and Ensuring Privacy. And they go hand in hand with demands for more data privacy: consumers want more control over their data and to make sure that data is protected.

Customer Insights 98

Customer Insights ROI Consumers Data 98

AWS Machine Learning

JANUARY 17, 2024

Geospatial data is data about specific locations on the earth’s surface. Analysis of geospatial data is sought after in a few industries. It involves understanding where the data exists from a spatial perspective and why it exists there. There are two types of geospatial data: vector data and raster data.

Data 99

Data Advertising Analysis Travel 99

Beyond Philosophy

MAY 12, 2022

Customer Science is an exciting new variant of Customer Experience. One of the crucial ways that the science is more powerful is the quality of the customer data you feed into the process. So, the question becomes, how complete is the data you would feed into the scientific process? It Starts with Customer Science.

Customer Insights 78

Customer Insights Contact Center Voice of Customer Analysis 78

CSM Magazine

OCTOBER 24, 2023

With 41% of employees opting for self-scheduling, Zappos nearly eliminated “scheduling issues” as a cause for voluntary attrition, helping engaged agents deliver a superior customer experience that distinguishes Zappos.com as a preferred employer.

Connections 52

Connections Contact Center Analytics Innovation 52

SurveySensum

AUGUST 1, 2023

Building Lasting Connections: The Power of Customer Loyalty in Retail In today’s fast-paced and crazy competitive retail world, customer loyalty is like the secret sauce for staying ahead of the game. Action driven from this data is the key to customer loyalty. Seriously, it’s a game-changer!

Retail 52

Retail Loyalty Connections Loyalty Programs 52

Playvox

JANUARY 12, 2022

The macrotrends of staffing pressures , flagging loyalty, and omnichannel service are driving the demand for new solutions that help alleviate blind spots and uncover customer insights to the benefit of service teams as well as product, IT, marketing, and sales. We call it Customer AI. Responsible.

Customer Insights 52

Customer Insights Self Service Contact Center Analysis 52

Kustomer

JUNE 1, 2023

Using customer data to create a personalized customer experience is one of the top customer service trends of 2023, according to Forrester. Now is the time to ensure your customer experience strategy includes data driven personalization.

Data 78

Data Customer Service CRM Customer Service Strategies 78

SurveySensum

NOVEMBER 22, 2023

Is it the website’s usability, customer journey, or the brand’s overall perception? Connect with Business Objectives: Align these feedback objectives with broader business goals. Are you aiming to boost sales, strengthen customer loyalty, or expand market reach? And the best part?

Feedback 52

Feedback Customer Insights e-support Social Media 52

Forrester's Customer Insights

MARCH 7, 2024

However, a cohesive marketing measurement strategy is often hindered by the complexity of data, the proliferation of touchpoints, and varying levels of marketing initiatives. All CMOs are under intense pressure to demonstrate the impact of marketing efforts on business outcomes.

Measurement 57

Measurement Strategy Connections Touchpoint 57

SmartMessage Blog

NOVEMBER 30, 2023

You can step into a new era of marketing transformation with Customer Data Platform! These platforms help you redefine your approach to customer engagement which would enable you to raise your strategy, optimize campaigns, and engage customers like never before. What is a Customer Data Platform?

Data 52

Data Customer Journeys Analytics Touchpoint 52

Comm100

APRIL 2, 2024

It involves teaching team members to genuinely understand and share the feelings of the customer. When service representatives approach customer interactions with empathy, they’re able to connect on a more personal level, transforming potential negative experiences into positive outcomes.

Strategy 238

Strategy How To Wait Times Customer Satisfaction 238

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

Kustomer

MAY 11, 2022

Integrating your CRM with your customer experience (CX) platform is a critical step to ensuring that you’re providing a personalized experience to every customer who contacts you. Properly integrating your CX and CRM platforms leads to a host of benefits for your business and customers alike. What Is a CRM?

CRM 119

CRM Customer Satisfaction Data Knowledge Base 119

Lumoa

MAY 16, 2024

It’s an innovative approach that’s changing the game in data science and AI development. Whether you’re a seasoned data scientist or just curious about the field, we’re here to make this topic as accessible and engaging as possible. Data scientists continuously refine models based on new data and insights.

Tools 208

Tools Banking Software Data 208

InMoment XI

MARCH 7, 2023

Marina is a people-focused, data-informed professional with a passion for customer-centric marketing. Q: You now have a VoC program in place with a large volume of data flowing in. A: From Marina’s perspective, there’s no need to be overwhelmed by data—instead, ask yourself a few questions.

Customer Journeys 260

Customer Journeys Engagement Customer Centricity Metrics 260

SurveySparrow

SEPTEMBER 27, 2023

It’s no magic; it’s the power of data. Or, perhaps you might have wondered “Hey, how can big data improve customer experience?” ” In reality, big data holds the key to providing better customer service and enhancing customer satisfaction. What is Big Data?

Data 52

Data Customer Experience Loyalty Programs Social Media 52

BirdEye

NOVEMBER 3, 2020

Customer Experience (CX) Marketing and Customer Experience Management operate in silos: both organizationally and technologically. As a result, they utilize different sets of customer data, making it difficult to measure and communicate customer needs with the timeliness, authenticity, and care required to create raving fans.

Customer Centricity 98

Customer Centricity Data How To Net Promoter Score 98

CSM Magazine

MARCH 15, 2023

Kevin McGachy, Head of Solutions, Sabio Group explains how data powers excellent CX delivery for contact centre advisors. Whether it’s digital voice, chatbots or conversational AI, brands are collecting more interaction data than ever before – along with a wealth of information detailing specific customer preferences.

Data 52

Data Self Service CRM Groups 52

InMoment XI

NOVEMBER 20, 2023

AI in CX stands for artificial intelligence in customer experience. It involves harnessing advanced technology, specifically artificial intelligence and machine learning, to enhance the way businesses connect with their customers. With these findings, brands can convert data to real actionable change.

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324