InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. What is B2B Customer Experience?

B2B 551

B2B Self Service Customer Experience Customer Journeys 551

InMoment XI

DECEMBER 19, 2022

From the very beginning, they’re thinking about outcomes such as: Why does this matter to my customers? However, if your survey isn’t set up to ask the right questions at the right time, the data becomes irrelevant. Meaningful Experiences Start With Meaningful Data. Meaningful Experiences Start With Meaningful Data.

Survey 493

Survey Customer Journeys How To Touchpoint 493

InMoment XI

FEBRUARY 22, 2022

When it comes to experience programs, text analytics software has been revolutionising data interpretation since the capability arrived on the scene. I’m Siobhan May Jones, one of InMoment’s Customer Success Directors, and over my career, I’ve seen this transition up close. A solution with real-time analysis, reporting and action.

Analytics 493

Analytics Software Tips eBook 493

InMoment XI

APRIL 5, 2024

To be successful, you’ve got to watch out for inaccurate data such as sampling bias, framing bias, and most importantly, response bias. It doesn’t matter if it’s intentional or accidental—if humans are inaccurately reporting on their experiences, this false information can negatively affect the data gathered from your survey.

Feedback 260

Feedback How To Survey Exercises 260

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience. However, first, you have to know where to look!

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

Blueshift

SEPTEMBER 27, 2022

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Data 52

Data Marketing Customers Customer Experience 52

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. By responding to over 95% of negative reviews, their company guarantees that customer concerns are not just heard but addressed; the art of engaged, active listening.

Hospitality 260

Hospitality Call Center Retail NPS 260

InMoment XI

FEBRUARY 13, 2024

Stratified sampling provides businesses with a nuanced understanding of customer preferences and behaviors within each segment, allowing for the development of personalized marketing strategies. By targeting specific strata, researchers can capture the diversity within the population and draw more accurate conclusions from the data collected.

Customer Experience 260

Customer Experience Groups Resources Customers 260

InMoment XI

SEPTEMBER 12, 2023

Collect preliminary data on these competitors to provide a basis for more in-depth analysis. Tools and Techniques for Competitive Analysis In today’s fast-paced, technology-rich environment, competitive analysis has undergone a transformation. What do you want to discover? Next, identify your primary competitors.

Analysis 260

Analysis Marketing Competitive Advantage Analytics 260

InMoment XI

JUNE 27, 2023

These days, understanding your customers isn’t a “nice thing to do”; it’s an absolute necessity. To truly understand your customers, you need to spend some quality time listening to them and understanding the voice of the customer. What Is a Voice of the Customer Survey?

Survey 390

Survey Customer Satisfaction Touchpoint Feedback 390

Experience Investigators by 360Connext

FEBRUARY 6, 2024

Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. Here we’ll discuss some best practices for designing effective surveys – everything from creating questions that elicit actionable responses, to logic-checking your data to ensure accuracy.

Survey 394

Survey Metrics NPS Effort Score 394

Uniphore

NOVEMBER 11, 2021

For years, contact centers have relied on post-call surveys and audits to measure customer experience, satisfaction, and agent performance—with limited results. Today, customers are having more conversations with businesses than ever.

Infographics 130

Infographics Contact Center Customer Satisfaction Measurement 130

Blueshift

AUGUST 16, 2023

Luckily for marketers, a practical solution already exists: their first-party data. A recent report from eMarketer highlights the tremendous potential of activating first-party data, with 49% of advertisers recognizing its promise among cookieless alternatives. Yet, many still struggle to effectively activate this data.

Data 98

Data ROI Advertising Marketing 98

Comm100

SEPTEMBER 26, 2023

In today’s hyper-connected, personalized customer service isn’t just a isn’t just a nice-to-have; it’s a must. While we’re all familiar with the basics, like using a customer’s name in an email, today’s innovators are going far beyond these conventions to deliver personalization.

Examples 173

Examples Chatbots Omni-Channel Customers 173

Uniphore

NOVEMBER 11, 2021

For years, contact centers have relied on post-call surveys and audits to measure customer experience, satisfaction, and agent performance—with limited results. Today, customers are having more conversations with businesses than ever.

Infographics 130

Infographics Contact Center Policies Customer Satisfaction 130

Optimove

DECEMBER 5, 2023

Take your customer segmentation to the next level with our advanced guide Download Now Generative AI has transformed marketing, with 90% of commercial leaders expecting to utilize Gen AI solutions “often” over the next two years according to ( McKinsey & Company ). Which customers received the campaign?

Data 59

Data Marketing Comparison Analysis 59

BirdEye

APRIL 16, 2024

We’ll even dive into some creative strategies, like picking board names that turn heads, mapping out a content plan that keeps your audience coming back for more, and making the most of Pinterest’s latest features like Product Pins and Rich Pins. And this includes your board names.

Social Media 69

Social Media Strategy How To Infographics 69

Thematic

DECEMBER 10, 2023

In academic research as well as in the business landscape, qualitative data analysis plays a crucial role in understanding and interpreting non-numerical data. It’s qualitative data analysis which makes sense of stories and personal narratives in anthropology and related fields.

Analysis 62

Analysis Data Social Media Feedback 62

NobelBiz

FEBRUARY 20, 2024

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. IVR allows customers to handle routine tasks themselves, freeing up call center agents to address more complex inquiries. Agents can share data, collaborate on calls, and work efficiently.

Contact Center 105

Contact Center Call Center Self Service System 105

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. The state of a customer’s satisfaction or dissatisfaction can instantly influence the state of the business.

Connections 111

Connections Customer Experience Social Media Analysis 111

AWS Machine Learning

APRIL 18, 2024

Slack worked with SageMaker JumpStart to host industry-leading third-party LLMs so that data is not shared with the infrastructure owned by third party model providers. This keeps customer data in Slack at all times and upholds the same security practices and compliance standards that customers expect from Slack itself.

Multi-Channel 98

Multi-Channel Sports Strategy Data 98

Optimove

JANUARY 14, 2024

See what Optimove can do for you Schedule a demo with an Optimove sales executive Ready to put your customers first? Optimove helps brands grow by ensuring their marketing always starts with the customer instead of a product or service.

Customer Journeys 52

Customer Journeys Measurement Customer Insights Sales 52

Optimove

JANUARY 14, 2024

See what Optimove can do for you Schedule a demo with an Optimove sales executive Ready to put your customers first? Optimove helps brands grow by ensuring their marketing always starts with the customer instead of a product or service.

Customer Journeys 52

Customer Journeys Measurement Customer Insights Sales 52

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds.

Data 91

Data Analytics Customer Retention Software 91

Experience Investigators by 360Connext

AUGUST 4, 2020

Does Your Organization Agree on Who Your Customer Is? Often these goals are focused on updating and improving existing customer experience policies, but sometimes I get to work with clients on an enormous goal: Redesigning their customer experience from the ground up. Tell me about your customers. Who is your customer?

Customer Journeys 265

Customer Journeys Data How To Social Media 265

SurveySparrow

JANUARY 30, 2024

Businesses and researchers are faced with an overwhelming amount of data. But here’s the problem: how do you decipher this data? Well, that’s where qualitative vs quantitative data analysis comes into play. Similar to his choice, our understanding of data has undergone a transformative shift. What is Quantitative Data?

Comparison 52

Comparison Analysis Trends Case Study 52

BirdEye

DECEMBER 22, 2023

Your customers are calling — don’t leave them hanging. It’s not just about making calls; it’s about ensuring seamless communication, enhancing customer service, and supporting your business’s growth. Birdeye – all-in-one platform Improve customer communication with Birdeye. Riiing, riiing.

System 111

System Self Service Analytics Communication 111

Optimove

DECEMBER 25, 2023

Get CDP Institute’s Guide on why your CDP needs a brain Download Now Why it Matters: Today’s hyper-connected customers interact with brands through a dizzying myriad of channels, from websites and email to mobile phones and social media. Download Now >> Why Is Customer Journey Orchestration Important?

Customer Journeys 59

Customer Journeys Customer Experience Touchpoint Effort Score 59

PK

AUGUST 5, 2021

Rich, consistent customer data is key to providing the types of experiences customers expect, but without the right approach […]. How does your loyalty technology hold up when creating connected experiences? The post Loyalty technology: Building connections with Salesforce and Mulesoft appeared first on PK.

Connections 97

Connections Loyalty Technology Customer Expectations 97

Thematic

FEBRUARY 29, 2024

With decades of fintech experience and a ton of data, the company has learned a lot about listening to their audience and using the unstructured data to make better decisions. We chatted with Lee King, to find out how they’ve been analyzing customer feedback data to drive better decision-making and revenue.

Marketing 62

Marketing Competitive Advantage Analysis Insurance 62

Calabrio

JUNE 30, 2020

After months in total or semi-isolation, today’s customers—especially those with less disposable income due to economic shutdowns—have an even greater need to feel heard by the customer service teams they contact. But what customers actually mean when they say they want to be “heard” might surprise you. Seventy percent of U.S.

Contact Center 219

Contact Center Omni-Channel Connections Communication 219

CSM Magazine

APRIL 22, 2024

This transformation isn’t just about convenience; it alters how customers engage with music, crafting experiences that are personal, immediate, and increasingly interactive. Let’s explore this digital metamorphosis and its profound impact on customer experience.

Industry 52

Industry Customer Experience Wireless Social Media 52

Gainsight

MARCH 21, 2024

In a recent webinar, Strategic CX in Action: How Tricentis Leverages AI for Customer Success and Support Alignment , Somya Kapoor, CEO and Co-founder, TheLoops, and Genady Rashkovan, VP of Global Support, Tricentis, discussed the role of AI in transforming Customer Support and Success. Let’s dive in!

Customer Success 52

Customer Success Chatbots Analytics B2B 52

Optimove

JANUARY 14, 2024

See what Optimove can do for you Schedule a demo with an Optimove sales executive Ready to put your customers first? Optimove helps brands grow by ensuring their marketing always starts with the customer instead of a product or service.

Customer Journeys 40

Customer Journeys Measurement Customer Insights Sales 40