InMoment XI

APRIL 27, 2023

We believe it is important to continually enhance products alongside introducing new innovative solutions that benefit our clients and the goals they are trying to achieve to improve their customers’ experiences.” to surface the most important topics and trends to help organizations take immediate action on their customer feedback.

Innovation 260

Innovation Feedback Analysis Resources 260

SurveySensum

MARCH 20, 2024

Did you know that 72% of customers will share a positive experience with 6 or more people? If not, then you are missing out on A LOT of opportunities to boost your customer satisfaction. Now, understand the importance of creating a positive customer experience for your customers. And how to facilitate this?

Customer Experience Management 52

Customer Experience Management Software Company Customer Experience 52

Eptica

SEPTEMBER 16, 2020

Date: Wednesday, September 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Two key themes that are driving UK customer experience post-pandemic. At a time when customer experience and reassurance has been vital, how well has CX coped, and what lessons can be learnt for the future?

Customer Experience 127

Customer Experience Contact Center ROI Trends 127

InteractionMetrics

JULY 10, 2023

Artificial Intelligence is rapidly infiltrating new markets, and the customer experience sector is no exception. While customer experience artificial intelligence is still nascent, AI for customer experience shows tremendous promise, both as a tool to measure experience and as a lever to improve it.

B2B 40

B2B Customer Experience Analysis Chatbots 40

CX Accelerator

OCTOBER 21, 2019

There aren’t many professional career paths more rewarding than Customer Experience (CX). You might be thinking, “what the heck does a fitness app have to do with Customer Experience?” I think that’s especially true for those of us who work in Customer Experience. Fair enough, but hear me out.

Tools 208

Tools Customer Experience Social Media Customer Journeys 208

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. So, let’s embark on this AI-powered journey together and unlock the true potential of customer experience. Nexcom A/S and COPC Inc. Nexcom A/S and COPC Inc.

Industry 114

Industry Customer Experience Analytics Training 114

Kayako

JUNE 8, 2017

One of the biggest mistakes when measuring customer experience is focusing on what your team is doing instead of what your customers are experiencing. Metrics like time tracking, productivity, and performance take the front seat, but often don’t relate to the experience your customer receives or how they feel about it.

Metrics 240

Metrics Self Service Customer Experience Effort Score 240

Eptica

OCTOBER 2, 2020

Date: Friday, October 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Key to profitability - how UK customer experience is changing over the long-term. Why a consistent customer experience is so important (and how to deliver it). Published on: October 02, 2020. Share this page on: Tweet.

Customer Experience 127

Customer Experience Call Recording Trends Consumers 127

Playvox

FEBRUARY 1, 2024

Your customers are talking, and they have a lot to say. But do you know how your customers really feel about your brand, products, services, and support? If you’re not analyzing customer sentiment, you’re only getting part of the story. What Is Customer Sentiment Analysis? What Is Customer Sentiment Analysis?

Contact Center 93

Contact Center Analysis Measurement Social Media 93

Eptica

JULY 15, 2020

Date: Wednesday, July 15, 2020 Author: Guest author: Jeanne Bliss Does your customer experience pass the #MakeMomProud test? Author: Guest author: Jeanne Bliss The latest book from customer experience expert Jeanne Bliss is based on a simple idea. Customer service: what you can learn from great business leaders.

Customer Experience 119

Customer Experience Case Study Guest Experience Hospitality 119

CX Accelerator

OCTOBER 21, 2019

There aren’t many professional career paths more rewarding than Customer Experience (CX). You might be thinking, “what the heck does a fitness app have to do with Customer Experience?” I think that’s especially true for those of us who work in Customer Experience. Fair enough, but hear me out.

Tools 182

Tools Customer Experience Social Media Customer Journeys 182

InMoment XI

AUGUST 24, 2022

Given that most customer feedback is text-based (such as emails, social media posts, surveys, in-app feedback, SMS, live chat, etc.), To keep up with expectations and provide a positive customer experience, companies in all industries need a more accurate way to understand and categorize their customer feedback.

Analysis 493

Analysis Effort Score Feedback Analytics 493

Lumoa

APRIL 14, 2023

A new way to invite others to Lumoa Lumoa just made it easier to bring in your colleagues, and have them start taking actions on the voice of your customers. Topics now display changes over time Topic Responses allows you to see which topic your customers are talking about the most – this is independent of score, sentiment, etc.

Knowledge Base 208

Knowledge Base Touchpoint Survey Feedback 208

Playvox

OCTOBER 4, 2022

While tagging customer interactions might seem like a small part of your operations, it’s actually a vital component of running a productive contact center. Consistently tagging your customer support interactions in Zendesk — or any chat software — should be a top priority. Creating a Zendesk Tagging Strategy.

Interaction 87

Interaction How To Analysis Customers 87

Lumoa

FEBRUARY 28, 2023

Your customers are sharing their experiences online. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. Your customers are a wealth of information on how you can improve your marketing, sales, and customer experience.

Feedback 208

Feedback Strategy Net Promoter Score Effort Score 208

Happy or Not

APRIL 11, 2023

When thinking of what it is that makes up the customer experience, it can really be narrowed down to the 3 P’s: People, Product, and the newcomer to the group, Presentation. While process is and remains an important element in delivering a good experience, is not something that the customer technically sees when visiting your store.

Retail 69

Retail Customer Experience Feedback Customers 69

Thematic

SEPTEMBER 1, 2021

Wouldn’t it be awesome if you could automatically analyze your support conversations to gain deep, actionable insights? 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.

Customer Insights 114

Customer Insights How To Analysis Analytics 114

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. Customers expect (and deserve!) personalized, convenient, and fulfilling experiences. And this is about more than just customer service.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Kayako

AUGUST 7, 2019

Customers enjoy doing business with companies that are easy to work with. The Ubers and Amazons of the world are constantly setting the gold standard in terms of what customers should expect from businesses, making consumers very aware of what great customer experiences should look like. Ease of business is everything.

Customer Experience 187

Customer Experience How To Comparison Customer Journeys 187

SurveySensum

NOVEMBER 13, 2023

Because 62% of this population will also abandon their shopping experience with you if they encounter any negative experience. Well, the answer lies in tapping into customer feedback , and what better way to do that than with a robust customer feedback tool ? Enter mobile survey tools. But wait there’s more.

Tools 52

Tools Survey Customer Experience NPS 52

Playvox

AUGUST 11, 2022

Chat is a powerful tool for business growth, allowing businesses to communicate directly with their customers. It means you can quickly and easily offer customer support, engage with users, and use it for lead generation. Chat lets agents communicate directly with customers, as well as track and solve questions and issues.

Report 83

Report Analytics eBook Data 83

Kustomer

NOVEMBER 4, 2020

Customer experience (CX) is a determining factor in whether customers are loyal to a brand or not. Over 80% of companies who prioritize customer experience report an increase in revenue. 2020 brought huge changes to the business world and impacted customer service and operations across the board. The result?

Omni-Channel 140

Omni-Channel Customer Experience Chatbots e-support 140

Playvox

OCTOBER 20, 2023

In face-to-face interactions with customers, you have the advantage of observing eye contact, tone of voice, body language, and other cues that go along with their spoken words. For example, does “it works fine” and “customer support was ok” mean customers are happy, upset, or indifferent? What is Customer Sentiment Analysis?

Analysis 82

Analysis Contact Center Effort Score How To 82

SurveySensum

DECEMBER 14, 2023

NPS has long been a go-to metric for businesses seeking to gauge customer loyalty and satisfaction. Improving customer experience is a multifaceted process and the simplicity of the NPS question does have some limitations that hinder you from truly understanding and addressing customer needs, no matter how robust your NPS software is.

NPS 52

NPS Customer Experience Effort Score Metrics 52

CX Accelerator

OCTOBER 21, 2019

There aren’t many professional career paths more rewarding than Customer Experience (CX). You might be thinking, “what the heck does a fitness app have to do with Customer Experience?” I think that’s especially true for those of us who work in Customer Experience. Fair enough, but hear me out.

Tools 140

Tools Customer Experience Social Media Customer Journeys 140

Eptica

JANUARY 16, 2022

Date: Monday, January 17, 2022 Author: Pauline Ashenden - Demand Generation Manager How data analytics can enhance customer service. In our latest blog we explore this trend, highlighting some key findings from the ContactBabel UK Customer Experience Decision-Makers’ Guide 2021. Published on: January 17, 2022.

Analytics 127

Analytics Data Customer Service Trends 127

BirdEye

JULY 24, 2023

Barclays has shown that 85% of small and medium-sized businesses say online customer feedback has benefited them. All these prove why businesses need to focus more on customer feedback analysis to unlock more opportunities. Table of contents What is customer feedback analysis? Why is it important to analyze customer feedback?

Analysis 98

Analysis Feedback Social Media Net Promoter Score 98

Playvox

SEPTEMBER 14, 2022

That’s especially true in your contact center, where millions of customer interactions across dozens of platforms can leave you overwhelmed by information and unable to act on what you hear from your customers. To take control, you’ve got to understand customer sentiment — how customers feel about your product or service.

Analysis 79

Analysis Social Media Contact Center Effort Score 79

SurveySparrow

JUNE 15, 2023

Unlocking extraordinary customer experiences is the secret recipe for businesses to not just survive, but thrive in today’s competitive landscape. Customers crave genuine appreciation, utmost respect, and the feeling of being truly valued. Hit the product-market fit by sharing customer pulse surveys.

Customer Experience 52

Customer Experience Effort Score Self Service Hospitality 52

BirdEye

AUGUST 23, 2023

This allows you to be hyper-targeted with your content, engage with local audiences, and tailor your approach for a more personalized brand experience. After creating your account and profile you can customize your notifications. Tagging Tagging can come in two forms, the first is when you post a video or image that someone appears in.

Social Media 98

Social Media Multi-Channel Video Tools 98

Playvox

NOVEMBER 3, 2022

Tagging lets you make sense of all that incoming information and take action for your customers. Why Should You Tag Your Zendesk Tickets? Tagging your Zendesk tickets brings insights you won’t be able to gather otherwise. Tagging your Zendesk tickets makes it easier to spot recurring problems.

Roadmap 52

Roadmap Analysis Report Trends 52

Playvox

OCTOBER 20, 2022

Every chat conversation your customer service team has leaves a trail of valuable data around the issues your customers have experienced and their feature requests, questions, and concerns. Tag Application Method. The first step is to turn raw data (chat conversations) into information (tagged conversations).

Feedback 59

Feedback Comparison Report Analysis 59

TechSee

AUGUST 11, 2022

I sat down with Hagai Ben Avi, VP Integrated Solutions and Renan Schilman, VP R&D to dive deeper into the world of computer vision, our insights from real-world deployments, and how we approached the development of VI Studio. Q: Why do enterprises need customized computer vision AI solutions? Hagai: That’s a great question.

Self Service 109

Self Service Training Video Case Study 109

SurveySensum

JULY 24, 2023

The retail world is changing at warp speed, and so are customers’ needs and expectations. Customers want to experience all the cool trends but also want their needs and expectations to be met. – By automating contact centers and warehouses, retailers are able to provide quicker and more efficient service to customers.

Retail 52

Retail Trends Self Service Customer Experience 52

ClearAction

APRIL 29, 2020

VP Customer Experience Role for Growth Lynn Hunsaker. The VP Customer Experience role is evolving as companies shift to embrace the “purpose of business” proclaimed by Business Roundtable. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

CSM Magazine

NOVEMBER 19, 2018

Sabio’s Chief Innovation Officer, Stuart Dorman highlights what he sees as the 10 key CX technology trends that will shape successful customer experiences during 2019 and beyond. 10 Key CX Technology Trends for 2019.

Trends 88

Trends Customer Experience Social Media Self Service 88

Retently

SEPTEMBER 12, 2018

Our product team makes use of all possible means to get hold of actionable insights for roadmap improvements. But, how can the voices of customers be leveraged to drive the expected product changes? But, how can the voices of customers be leveraged to drive the expected product changes? What is NPS? Lack of granularity.

Analysis 123

Analysis Feedback NPS Effort Score 123