InMoment XI

MARCH 5, 2024

Unlike structured data, which fits neatly into rows and columns, unstructured data lacks a clear format, making it more challenging to analyze using traditional data processing techniques. What Are the Characteristics of Unstructured Data? Unstructured data is characterized by its lack of organization. Where Does Unstructured Data Come From?

Data 260

Data Customer Experience Social Media Analysis 260

InMoment XI

SEPTEMBER 12, 2023

This article will walk you through how to conduct an effective competitive analysis, interpret the results, and turn those insights into actionable strategies. Market Position and Brand Analysis: How do consumers perceive your competitors? Why is this important? Is it consistent with their target demographics?

Analysis 260

Analysis Marketing Competitive Advantage Analytics 260

Lumoa

JANUARY 24, 2024

That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. And if you want to become a real change-maker in your organization, you need to learn how to extract insights from customer feedback. Careful and well-implemented text analytics can easily reveal dozens of improvement ideas.

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

InMoment XI

JANUARY 12, 2024

The advent of conversational intelligence has become a catalyst for transformation in the way that businesses communicate with consumers. It involves leveraging software such as natural language processing (NLP), machine learning, and artificial intelligence to gain insights from spoken or written conversations.

e-support 260

e-support Healthcare Multi-Channel Call Center 260

InMoment XI

FEBRUARY 2, 2024

In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond.

Hospitality 260

Hospitality Call Center Retail NPS 260

InMoment XI

FEBRUARY 6, 2024

According to research: 47% of consumers reach out to brands on social because they have a product or service question. Using information from unstructured data, companies can gain valuable insights into how to improve their brand, products, services, and overall customer experience. Why is Social Media Important?

Social Media 260

Social Media Marketing Advertising Feedback 260

InMoment XI

FEBRUARY 9, 2024

At the same time, we’re seeing a massive shift in the way consumers want to browse and buy vehicles. They expect brands to understand them in turn, and then use those insights to deliver ultra personalized experiences, communications, and offers. Data is foundational to achieving these goals.

Automotive 260

Automotive Customer Journeys Chatbots Ecommerce 260

InMoment XI

JANUARY 4, 2024

With 93% of consumers reading reviews before making a purchase, and 58% of consumers being willing to drive further or pay more for a product with good reviews, a good customer experience and brand reputation management have never been more critical than it is today. The retail customer experience is also a complex one.

Retail 260

Retail Customer Experience Effort Score Social Media 260

InMoment XI

MARCH 27, 2024

Online reviews, a platform for consumers to discover and assess auto services brands, can particularly influence consumer decisions from the start of their customer journey. 67% of consumers see reviews as influential when choosing a new auto service. 67% of consumers see reviews as influential when choosing a new auto service.

Automotive 260

Automotive Management Social Media Feedback 260

InMoment XI

MARCH 21, 2022

With that being said, Graham Tutton, InMoment’s Global Head of Consumer Products, has put some thoughts together around some of the biggest challenges facing the utilities sector, and what customer experience leaders can do about these for our latest webinar. Solve the Challenge: Text Analytics to the Rescue. Let’s dive in!

Brands 529

Brands Roadmap Strategy Social Media 529

Comm100

APRIL 10, 2024

The benefits of AI in customer service also range beyond predicting the needs of the customer, with algorithms able to process data to provide valuable insights. AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. But how is this accomplished, exactly?

Customer Service 212

Customer Service Chatbots Analytics Customers 212

InMoment XI

JANUARY 10, 2024

Contact centers are not new by any means. As a matter of fact, the first employed call center agents date back to the 1950s. But, these agents only made and received phone calls. It wasn’t until the turn of the century that these call centers evolved into multichannel contact centers. However, even these are quickly becoming obsolete.

Contact Center 260

Contact Center Omni-Channel Customer Satisfaction Retail 260

Lumoa

FEBRUARY 14, 2024

The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. It starts even before a consumer has their first interaction with your company and is an ongoing process that continues even after a sale has been made. Thanks to its expansive nature, CX strategies are constantly in flux.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

C3Centricity

MARCH 12, 2024

Because consumer behaviour has evolved. Today’s consumers are inundated with choices and information, making them more selective about where they direct their attention and loyalty. A study by Epsilon found that 80% of consumers are more likely to purchase a brand that provides personalized experiences.

Customer Engagement 226

Customer Engagement Engagement Competitive Advantage Entertainment 226

InMoment XI

APRIL 27, 2023

This release of enhancements builds on InMoment’s integrated CX approach and AI-powered product foundation to give organizations the best chance of competing in today’s changing business environment. If you’re a client and want to talk to someone about the updates to the XI Platform, contact your account rep.

Innovation 260

Innovation Feedback Analysis Resources 260

InMoment XI

FEBRUARY 8, 2024

This will improve your business by enhancing operational efficiency, elevating customer satisfaction, and fostering a more agile and responsive customer service environment. What is Contact Center Optimization? Contact center optimization refers to the process of improving the efficiency, effectiveness, and overall performance of a contact center.

Contact Center 260

Contact Center Multi-Channel First Call Resolution Social Media 260

InMoment XI

DECEMBER 6, 2022

We also develop CX action plans for all stores under 75 NPS on a monthly basis which shows their detractor feedback analyzed, how they compare to the network and potential actions based on their individual insights to improve their NPS. Q: ​How and what do you share with franchisees from a CX scoring perspective, and how frequently?

Chief Customer Officer 491

Chief Customer Officer Brands NPS Customer Centricity 491

InMoment XI

AUGUST 17, 2023

In this article we will share the three key drivers of NPS identified in our latest report, State of Customer Experience: 2023 UK Consumer Study , conducted in partnership with NPSx by Bain & Company , which reveals how to transform NPS from a numerical score to a strategic advantage!

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. NLP has made feedback analytics way more accessible. Let’s explore how you can use analytics to revolutionize your customer experience.

Analytics 208

Analytics Customer Experience Management Net Promoter Score 208

InMoment XI

MARCH 6, 2024

After all, now more than ever, consumers rate and judge businesses not by the quality or price of their products and services, but by the experience the business builds around these products and services. Nevertheless, it’s an exciting and rewarding investment priority for any size and type of business.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

InMoment XI

SEPTEMBER 14, 2023

We’ll explore how effectively managing public perception can significantly impact your brand’s credibility, consumer trust, and financial outcomes. In today’s digital landscape, where consumers heavily rely on online reviews and social media feedback, the importance of reputation management cannot be overstated.

Brands 260

Brands Management Social Media Effort Score 260

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. Consumer Behavior, Higher Expectations are Changing the Game. Consumer behavior is at the top of that list, rapidly evolving as customers become more empowered.

Contact Center 306

Contact Center Self Service Analytics Banking 306

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Optimove

APRIL 23, 2024

Re-engage your churned customers with this guide Download Now Why it Matters: The 2024 Optimove Insights Report on Marketing Fatigue provides crucial insights for marketers. Key takeaways: Excessive and irrelevant marketing messages overwhelm consumers, leading to increased unsubscribes.

Marketing 64

Marketing Survey Report Consumers 64

Optimove

APRIL 26, 2024

Optimove Insights, the analytical and research arm of Optimove, has released its latest report titled “The 2024 Optimove Insights Report on Marketing Fatigue: Consumer Perspectives.” Optimove is the first Customer-Led Marketing Platform.

Report 52

Report Consumers Marketing Analytics 52

ECXO

JULY 4, 2023

Batch AND Real-time Marketing Analytics, instead of Batch OR Real-time Using technology and analytics to support marketing is not especially new. If your strategy is based on getting in touch with consumers weeks or months after a purchase, then batch would still be a good friend. However, there is a niggling problem.

Analytics 124

Analytics Marketing Fashion Advertising 124

TechSee

JUNE 10, 2021

Deal with Data Analytics. Of course, in-person contact puts employees and customers at risk. Sure, they divert your workforce from more strategic tasks. . But even though a large proportion of truck rolls are non-value-added activities and a tremendous waste of resources, these dispatches remain a fact of life for service organizations.

Self Service 207

Self Service Innovation Analytics Transportation 207

ECXO

AUGUST 2, 2023

With the cost-of-living crisis continuing and the UK now in a recession, industries have to acclimatise to shifting market trends and consumer behaviour to maintain revenue and hit sales targets. Marketers must be smarter about how they target customers and understand what they want.

Consumers 98

Consumers Industry Telecommunications Return on Investment 98

Calabrio

OCTOBER 19, 2022

For us, C3 is not only a time to share our vision for the future, but to hear the business challenges our customers are trying to solve and which best practices they are using to get the insights they need. Our annual Calabrio Customer Connect (C3) event has wrapped, and we are still feeling the buzz of excitement.

Connections 147

Connections Contact Center Analytics Travel 147

BirdEye

DECEMBER 5, 2023

Remember, in today’s tech-savvy world, just one review can make or break your business. In this blog, we will explore the world of reputation management for businesses. We’ll talk about why a good reputation is important, and how you can take care of yours effectively. Table of contents What is business reputation management?

Brands 110

Brands Management Social Media Analytics 110

BirdEye

SEPTEMBER 14, 2023

Small businesses adopt AI for automating tedious work, analyzing consumer data, improving customer experiences, optimizing marketing efforts, and more. One example is AI-powered chatbots and other virtual assistance tools to respond to consumer inquiries. Table of contents What is AI for small businesses?

Tools 111

Tools Strategy Chatbots Analysis 111

Optimove

DECEMBER 14, 2023

Enhance your customer segmentation with our advanced guide Download Now Informed by our work with thousands of marketing experts representing 1,200+ brands and exclusive insights from our surveys of more than 2,000 consumers, here are the pivotal latest marketing trends we see shaping the landscape in 2024.

Trends 72

Trends Marketing Video Consumers 72

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. Going beneath the surface.

Data 190

Data Analytics Touchpoint Consumers 190

SurveySensum

MARCH 15, 2024

A market research tool is a software or platform designed to assist businesses and researchers in gathering, analyzing, and interpreting data related to markets, consumers, and competitors. These tools aim to provide valuable insights that can inform business decisions, strategies, and marketing efforts. Why is that? Well, it’s not.

Tools 52

Tools Software Marketing Analytics 52

Magellan Solutions

AUGUST 18, 2023

Data-Driven Sales Forecasting and Predictive Analytics Businesses can make data-driven decisions thanks to AI-driven sales forecasting and predictive analytics. Sales optimization enhances customer experiences, fosters brand loyalty, and drives long-term success. Customers will likely return and recommend you to others.

Sales 98

Sales Tools Marketing Multi-Channel 98

Thematic

FEBRUARY 29, 2024

Over the last thirty years, Lendingtree has expanded from a marketplace for home lending to consumer lending and insurance too. They’ve simplified the historically complex loans landscape for consumers, while driving leads and loan value for lenders. What makes a consumer keep using the marketplace? He formed Lendingtree.

Marketing 62

Marketing Competitive Advantage Analysis Insurance 62