InMoment XI

MARCH 18, 2024

Integrated customer experience ensures understanding, prioritising, and taking action for amplified customer satisfaction and business growth. This phase goes beyond mere data collection; it’s about turning that data into a goldmine of insights that guide your path to success.

Multi-Channel 260

Multi-Channel Analysis Social Media Survey 260

InMoment XI

MARCH 25, 2024

Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. In other fields, the application of predictive analytics is making a big impact.

Analytics 260

Analytics Examples Customer Experience Effort Score 260

InMoment XI

FEBRUARY 16, 2024

Understanding and responding to customer needs is paramount for business success, however, many businesses find themselves grappling with the challenge of harnessing the full spectrum of customer voices. Surprisingly, a staggering 85% of valuable customer data remains untapped, residing in various teams, systems, and silos.

Multi-Channel 260

Multi-Channel Touchpoint Social Media Customer Voice 260

InMoment XI

AUGUST 3, 2023

Mastering unstructured data analytics is going to be key for any business wanting to improve the customer experience , and succeed in today’s business environment. Leveraging unstructured data analytics is the key to transforming this raw data into actionable insights that can transform your customer experience strategy.

Analytics 488

Analytics Customer Insights Data Social Media 488

InMoment XI

FEBRUARY 12, 2024

In the midst of today’s bustling and intricate business landscape, deciphering the ever-evolving wants and needs of customers can feel like navigating through a maze. However, creating an integrated CX program can make this easier than you might think. What is Integrated Customer Experience (CX)?

Effort Score 260

Effort Score NPS Net Promoter Score ROI 260

InMoment XI

SEPTEMBER 29, 2022

Collecting data with no way to use it is like learning to drive without a car; it just doesn’t make sense. For retail banks, and most organizations, collecting data is only half the battle in the world of customer experience. 5 Strategies for Retail Banks to Get the Most Out of Their Customer Data.

Banking 493

Banking Retail Data Omni-Channel 493

InMoment XI

MARCH 27, 2024

With online reviews, social media comments, and public customer feedback making a major impact on the reputation of automotive businesses — car dealerships, auto repair shops, service centers, parts retailers, etc. On the other hand, 76% of consumers will stop doing business with you after just one bad experience.

Automotive 260

Automotive Management Social Media Feedback 260

InMoment XI

MAY 2, 2024

In retail, the power of the review is stronger than ever. To manage your reputation and actively use customer feedback in your business operations, you need to implement strategies that are efficient, effective, and scalable. Almost all consumers, 95% to be exact, will read an online review before purchasing a product.

Retail 260

Retail Customer Retention Strategy Management 260

InMoment XI

NOVEMBER 30, 2023

That’s why maintaining a positive brand reputation is crucial for business success. Consumers today rely heavily on online information and reviews, making brand reputation management a top priority. It involves monitoring, influencing, and maintaining the overall sentiment surrounding a business to ensure a positive image.

Brands 378

Brands Management Multi-Channel Social Media 378

InMoment XI

JANUARY 16, 2024

Artificial Intelligence (AI) is being used by more and more businesses every day. Contact Center AI, also known as contact center artificial intelligence is the technology that leverages artificial intelligence and machine learning to optimize customer interactions within a contact center. What is Contact Center AI?

Contact Center 260

Contact Center Virtual Agent e-support Chatbots 260

InMoment XI

MARCH 5, 2024

Any successful business knows that understanding their customers is key to success. The best way to do that is by being able to understand the vast amounts of unstructured data that come with customer interactions. What is Unstructured Data? What Are the Characteristics of Unstructured Data?

Data 260

Data Customer Experience Social Media Analysis 260

InMoment XI

MARCH 4, 2022

Since the inception of the industry, targeted surveys have been seen as a foundational listening and research tool that leverages strategic questions to collect data from a specific group of customers. You can also leverage other, more general surveys that ask broader questions in order to identify more specific populations to survey.

Survey 556

Survey Customer Experience Touchpoint Exercises 556

Lumoa

FEBRUARY 7, 2023

How do you collect VoC data? How to make customer-centric decisions based on VoC Creating a full overview of the Voice of Customer What is the Voice of the Customer (VoC)? By utilizing VoC, businesses can gain valuable insights into how their customers truly feel about their products, services, and overall brand image.

Analysis 423

Analysis Data How To Customer Centricity 423

Lumoa

JANUARY 24, 2024

Whatever shape the feedback takes, it contains valuable information that can be used to improve your business’ performance. That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. Have you ever traveled to a country where you didn’t speak the language?

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

InMoment XI

FEBRUARY 2, 2024

The event brought in senior leadership from analytics, CX, insights, and VoC programs from 44 different brands, all with the common goal: sharing how integrated CX is making groundbreaking changes to their companies, customer experiences, and the market as a whole.

Hospitality 260

Hospitality Call Center Retail NPS 260

InMoment XI

NOVEMBER 28, 2023

In the digital age, platforms such as Yelp, Google, Facebook, and Tripadvisor wield unprecedented influence over consumers’ purchase decisions. Recognizing this, top brands and businesses are integrating review management into their marketing strategies. What is Review Management? According to research, over 99.9%

Management 346

Management Marketing Social Media Guidelines 346

InMoment XI

FEBRUARY 5, 2024

Google reviews are synonymous with success in today’s business environment. Whether you operate in retail, financial services, insurance, or any other industry, consumers will not purchase your product or services if you have poor Google business reviews. Some people may think that Google reviews are out of their control.

Competitive Advantage 260

Competitive Advantage Software Feedback Guidelines 260

InMoment XI

AUGUST 15, 2023

In this article, we delve into the world of predictive analytics tools, their pivotal role in the customer experience industry, and why businesses can’t afford to overlook their potential. Predictive analytics tools are the modern-day wizards of data-driven decision-making. What Are Predictive Analytics Tools?

Analytics 260

Analytics Tools Customer Experience Retail 260

InMoment XI

APRIL 25, 2024

So it is up to the organization to earn that trust and prove to the consumer that they are deserving of their business and can be trusted with their finances. Based on data and market research, we’ve pulled together some reputation management strategies that are most likely to land with your customers and improve your brand reputation.

Financial 260

Financial Management Banking Insurance 260

Lumoa

JANUARY 8, 2024

So, you’re eyeing growth and a healthy ROI for your business, right? And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI).

Analysis 394

Analysis Software Comparison Social Media 394

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? In this article, we’ll explore five innovative and creative ways to leverage AI for sentiment analysis. Firstly, it is time-consuming and labor-intensive, making analyzing large volumes of data impractical.

Analysis 208

Analysis Social Media Trends Feedback 208

Horizon CX

APRIL 30, 2024

Organizational Transformation: The Role of Customer Experience Professionals Introduction Organizational transformation is often perceived as an elusive goal, reserved for C-suite executives with immense power and influence. That may be true in many instances, but the reality is more nuanced. It can be done, but it will require resilience.

Customer Centricity 130

Customer Centricity Competitive Advantage Culture Customer Experience Professionals 130

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. The pressure is rising for businesses to step up their CX game. More than 80% of business leaders see customer experience as a growing priority in 2024.

Self Service 208

Self Service Customer Journeys Analysis Feedback 208

Comm100

MAY 7, 2024

So how can businesses rise to mee these expectations, while keeping a lid on budget and resources? The answer is to streamline customer service through intelligent technology, AI-powered automation, and empowering agents. Personalized interactions based on customer data and insights strengthen connections and loyalty.

Customer Service 130

Customer Service Strategy Self Service How To 130

CX University

MAY 6, 2024

Real-time feedback, which captures customer sentiment and insights immediately after an interaction, is a powerful tool in the CX arsenal. By leveraging real-time customer surveys, businesses can gather valuable insights and respond to customer needs in near real-time.

Survey 52

Survey Touchpoint Competitive Advantage Feedback 52

Clarivate

DECEMBER 27, 2023

At Clarivate we put sustainability at the heart of our business goals. Environment, social and governance issues are at the core of our global culture, serving as guiding principles for every decision we make. This is just one example. SDG 12 focuses on promoting sustainable consumption and production patterns.

Government 105

Government Innovation Knowledge Base Culture 105

Experience Investigators by 360Connext

AUGUST 1, 2023

As a customer experience leader, it’s crucial to understand the potential of AI and how to leverage it effectively to elevate and not deduct from the customer journey. These tools offer efficient customer support, streamline data management, and provide personalized experiences for customers. This isn’t just a CX issue.

Customer Experience 143

Customer Experience Customer Service Self Service Chatbots 143

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. This evolution has been driven by advancements in machine learning, natural language processing, and big data analytics.

Call Center 105

Call Center Contact Center Chatbots Virtual Agent 105

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. This evolution has been driven by advancements in machine learning, natural language processing, and big data analytics.

Call Center 104

Call Center Contact Center Chatbots Virtual Agent 104

Magellan Solutions

JUNE 21, 2023

Advanced modern technology has paved the way to harness the maximum power of artificial intelligence (AI). Don’t underrate the Importance of AI-driven outsourcing because this technology is now useful in driving business success. Understand how you can apply these technologies to your business processes.

Innovation 98

Innovation Culture Analytics Technology 98

SurveySparrow

MARCH 24, 2024

In the fast-paced world of business, customer feedback plays a vital role in shaping and improving products, services, and overall customer experience. The information obtained during the discovery phase helps in defining the scope, features, and functionalities of the customer feedback tool.

Tools 52

Tools Feedback Multi-Channel Analysis 52

Helpt

FEBRUARY 14, 2024

Significance of Data-Driven Decision Making Do you trust your gut? We at Helpt feel your frustration and we have a solution for you: data-driven decision making (DDDM). Thos methodology illustrates a move away from intuition-based decisions towards those that rely on hard, analytic data.

Data 52

Data Analytics Social Media Analysis 52

CSM Magazine

APRIL 25, 2024

In today’s fast-paced market, businesses across the UK face numerous hurdles in attracting and retaining customers. Businesses must navigate these waters carefully to build a loyal customer base. Here are some of the biggest challenges businesses encounter and strategies to overcome them.

Social Media 52

Social Media Customer Journeys Multi-Channel Touchpoint 52

Team Support

MARCH 7, 2024

In today's highly competitive business environment, a company's success hinges on its ability to provide effective customer support. The Power of TeamSupport TeamSupport has the potential to transform your customer support operations. Let's discuss how team collaboration and customer intelligence can enhance your team's performance.

Exceptional Customer Service 52

Exceptional Customer Service Customer Satisfaction Analytics Omni-Channel 52

Team Support

MARCH 7, 2024

In today's highly competitive business environment, a company's success hinges on its ability to provide effective customer support. The Power of TeamSupport TeamSupport has the potential to transform your customer support operations. Let's discuss how team collaboration and customer intelligence can enhance your team's performance.

Exceptional Customer Service 52

Exceptional Customer Service Analytics Omni-Channel Customer Satisfaction 52

Thematic

APRIL 3, 2024

Use a Voice of the Customer (VoC) program to get a clear understanding of what they really want and expect from your business. By systematically collecting and analyzing this rich data, you gain insights that drive meaningful improvements across the customer journey. Say, a proportion of these high-repeat customers start to drop off.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

Retently

APRIL 5, 2024

Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations. It’s the primary sales channel that will determine how these businesses are categorized.

Retail 78

Retail Engagement Strategy Customer Experience 78