InMoment XI

AUGUST 3, 2023

The Benefits of Unstructured Data Analytics: From deeper customer insights and improved customer experiences to data-driven decision-making, unstructured data analytics paves the way for a transformative journey towards customer-centricity and long-term business success.

Analytics 488

Analytics Customer Insights Data Social Media 488

Vonage

MARCH 26, 2018

Providing a seamless omni-channel service that makes sense for your customer base is essential. To survive in the customer experience economy, businesses have to adapt to customer behavior. That includes letting customers choose how they want to get in touch. Here’s what we learned.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

West Monroe

MAY 5, 2017

Banks and credit unions need to understand the combined segmentation model of their customers and build a new operating and engagement model to support your new customer base and brand promise. My colleagues at West Monroe recently wrote an interesting white paper on this topic, about becoming a customer-centric bank.

Banking 40

Banking Conference CRM Financial 40

InMoment XI

NOVEMBER 2, 2021

Organizations should never underestimate the power of service recovery— 70 percent of customers who have a situation resolved in their favor will return to a brand, while a 10 percent increase in customer retention can grow a company’s value by 30 percent.

ROI 260

ROI Customer Retention Infographics eBook 260

Comm100

APRIL 26, 2020

You might have 80 percent of your customer base complaining about something a regular basis, but it will not matter. You say that “many organizations give an impression of being customer-centric, but in reality are only posturing.” I believe most companies truly want to be customer-centric.

Omni-Channel 130

Omni-Channel Culture Customer Centricity Self Service 130