InMoment XI

NOVEMBER 12, 2024

By leveraging tools to monitor social media, you can improve your response time with customers and offer them a more personalized experience. A pre-planned crisis management strategy can make crisis management easier through social media monitoring tools.

Social Media 360

Social Media Analysis Metrics Analytics 360

Retently

JANUARY 13, 2025

In this article, were spotlighting the top 5 tools for measuring CES. So, if youre ready to transform your customer journey from frustrating to frictionless, lets dive into the CES tools that can make it happen. Next, lets dive into the tools that can help you measure and act on this critical metric! What Makes a Great CES Tool?

Measurement 78

Measurement Tools Effort Score Multi-Channel 78

eglobalis

NOVEMBER 26, 2024

Invest in Cultural Sensitivity Training: Equip teams with tools to navigate cultural nuances in professional empathy. Example: Maersk’s Predictive Tools Maersk employs predictive analytics to identify potential supply chain disruptions, such as port closures or weather delays. As mentioned in a previous article.

B2B 408

B2B B2C Culture Net Promoter Score 408

ECXO

JUNE 19, 2024

From automotive components to consumer goods packaging, AI tools are revolutionizing the creative process, reducing development cycles, enabling easy and less costly simulations, and allowing designers to explore novel concepts more efficiently. Such workflows help ensure that AI tools enhance rather than replace human creativity.

Customer Experience 386

Customer Experience Automotive Fashion Innovation 386

ECXO

AUGUST 12, 2024

By utilizing sophisticated algorithms, these tools deliver personalized content at optimal times, leading to higher conversion rates and enhanced customer satisfaction. Analytics and Reporting Tools: Solutions like Google Analytics and Tableau provide comprehensive insights into marketing performance across channels.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

InMoment XI

APRIL 19, 2022

Rather than rattling off a list of possible stressors, we want to talk about how you and your employees can manage these feelings year round with practical, accessible tools and coping strategies. Tool #1: Leverage Company Mental Health Resources. Tool #2: Create Space with Meditation. Tool #3: Plan for Moments That Matter.

Resources 370

Resources Exercises Culture Tools 370

eglobalis

OCTOBER 14, 2024

This article will analyse whether the traditional pillars of CX education remain relevant, explore new learning methods, and explain why personalized, tool-driven learning is the future of CX education. Learners gain foundational knowledge but are often left without practical tools to apply that knowledge in their unique contexts.

Customer Experience 346

Customer Experience Customer Journeys Case Study Innovation 346

eglobalis

DECEMBER 17, 2024

By leveraging AI-driven tools, businesses can analyse multi-dimensional feedback (emotional tone, intent, behavioural trends) across channels. AI tools like recommendation engines (used by Netflix and Amazon) demonstrate how anticipating preferences fosters deeper customer loyalty.

Net Promoter Score 278

Net Promoter Score Effort Score B2B NPS 278

eglobalis

JULY 31, 2024

Eleven Key Technologies Enhancing Customer Experience Marketing Automation Platforms Marketing automation tools like Marketo and HubSpot streamline repetitive marketing tasks such as email campaigns, social media posting, and lead nurturing. As AI evolves, chatbots will become better.”

Customer Experience 326

Customer Experience Social Media Analytics Chatbots 326

ECXO

JULY 29, 2024

Feedback and Complaint Management Tools : Essential for promptly addressing customer issues. Companies like Help Scout, Zoho Desk, and HappyFox use these tools to monitor customer sentiment and resolve problems quickly, thereby improving satisfaction and loyalty. Customer Surveys : Fundamental for gathering direct feedback.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

APRIL 28, 2022

Market research provides the mapping tools you can use to chart your business landscape, understand its various features, and more importantly, get to know the groups and audiences that populate it. . Market research is seen by a lot of companies and organizations as a nice-to-have. The reality, though, is that it’s a necessity.

Marketing 370

Marketing Social Media Trends Groups 370

ECXO

JUNE 11, 2024

Sentiment analysis tools that gauge employee morale through various communication channels enable HR to proactively address issues, thereby preventing potential burnout and disengagement. However, organizations must ensure that these AI tools are used ethically, respecting employee privacy and obtaining explicit consent for data usage.

Employee Experience 334

Employee Experience Analysis Multi-Channel Employee Engagement 334

InMoment XI

JUNE 7, 2022

I’ve found one such questionnaire, the transactional survey, to be an invaluable tool for assessing almost any customer touchpoint. I’ve seen organizations use this tool to learn everything about their customers’ short-term brand experience, including ease-of-purchase and how quickly that package actually arrived. How Are They Used?

Survey 368

Survey Call Center Touchpoint Call Center Experience 368

InMoment XI

MARCH 4, 2022

One tool is practically synonymous with the customer experience (CX) industry: surveys. 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.

Survey 417

Survey Customer Experience Touchpoint Exercises 417

eglobalis

JUNE 27, 2024

Feedback and complaint management tools are essential for promptly addressing customer issues. Companies like Zendesk, Freshdesk, and ServiceNow use these tools to monitor customer sentiment and resolve problems quickly, thereby improving satisfaction and loyalty. Customer surveys remain fundamental for gathering direct feedback.

Strategy 373

Strategy Customer Experience Net Promoter Score Customer Centricity 373

eglobalis

OCTOBER 21, 2024

To combat this, companies can benefit from tools such as sentiment analysis, Customer Data Platforms (CDPs), and other social media analytics that assess the emotional tone and urgency of complaints. These tools can help streamline the process, ensuring that critical issues are addressed first.

Social Media 420

Social Media Feedback Engagement Company 420

InMoment XI

SEPTEMBER 28, 2021

Most businesses will point to their customer care training or customer relationship management (CRM) system and count on these tools to build loyalty. Aim Toward Ideal Business Outcomes, but Stay Agile Have the Right Data Collection Tools in Place Act on the Data You Receive Continuously Improve Your Processes Based on Market Changes.

Loyalty 389

Loyalty Tips Feedback Advertising 389

InMoment XI

AUGUST 24, 2022

Sentiment analysis is a term that describes the tools and strategies designed to help organizations extract unspoken meaning and emotion from text. But it wasn’t until the advent of digital communication and big data mining that sentiment analysis became a viable business tool. This is where sentiment analysis comes into play.

Analysis 370

Analysis Effort Score Feedback Analytics 370

InMoment XI

SEPTEMBER 23, 2021

Every business can agree that a sterling brand reputation does wonders for both the customer base and the bottom line—but how can companies build a better rep by leveraging customer experience (CX) tools? But which tools specifically should your brand utilize, and how?

Brands 369

Brands Advertising Touchpoint Tools 369

InMoment XI

FEBRUARY 22, 2022

It has taken years of discipline to rewire my brain from manual work to working with experts and tools to achieve the right goal. 2) Use natural language processing tools to visualise where and why these comments are showing excellence or areas requiring improvement. Tip #3: Be On The Lookout For New Updates.

Analytics 370

Analytics Software Tips eBook 370

InMoment XI

MARCH 28, 2022

But many compliance tools lack flexibility or are missing key technologies for parsing complex structures in legal, medical and financial documents. The challenges involved in regulatory compliance vary greatly between industries, countries, and companies. That’s where InMoment comes in. Add-ons and Integrations: ??Low-level

Case Study 370

Case Study Financial Analysis Healthcare 370

InMoment XI

JANUARY 9, 2024

By utilizing the in-app customer feedback software tool, Hootsuite can prioritize CX improvements that will have the most business impact and has been able to triple its Net Promoter Score. Social media marketing platform Hootsuite leverages InMoment to make the Net Promoter Score (NPS) methodology central to its operation.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

eglobalis

NOVEMBER 12, 2024

Leveraging AI to Enhance Customer-Centric Delivery Artificial Intelligence (AI) can significantly enhance a customer-centric project delivery model by providing tools and insights that facilitate better alignment with client needs.

Customer Centricity 436

Customer Centricity Strategy B2B Feedback 436

eglobalis

JANUARY 7, 2025

Tools : Empathy maps and journey mapping to visualize customer experiences and uncover pain points in their processes. Techniques : Analyzing data from the empathy phase, identifying root causes using tools like the 5 Whys, and mapping out dependencies that impact the problem space.

B2B 230

B2B Company Customer Journeys Innovation 230

ECXO

OCTOBER 5, 2023

Subscribe now on LinkedIn: [link] Looking for more hands-on sessions and practical tools? Transformation Challenges : Short Manual Testing : Learn to test using a specific tool manually. ” Gain invaluable insights into how AI is poised to revolutionize feedback mechanisms, led by industry top expert Maurice FitzGerald.

Survey 380

Survey Net Promoter Score NPS Exercises 380

eglobalis

NOVEMBER 19, 2024

AI in Construction Technology Design AI is now integral to creating tools that improve efficiency in construction. Human-Machine Collaboration in Product Design AI is enabling collaborative design tools where humans and machines work together.

B2B 452

B2B Healthcare Innovation System 452

InMoment XI

APRIL 26, 2022

Such mistakes can quickly become viral via social media, review sites, and other tools, creating headaches both for brands and the customers (or employees) at the heart of such events. Make sure you are using accessibility tools like screen readers, larger font sizes, higher contrasts, etc. Key 3: Apply What You’ve Learned.

Customer Experience 370

Customer Experience Employee Experience Social Media Roadmap 370

ECXO

NOVEMBER 17, 2024

By tapping into emotions like trust, joy, and a sense of achievement, technology becomes more than a tool; it becomes a trusted companion in the user’s journey. Empathy mapping and user persona creation are vital tools that help capture the emotional nuances of B2B buyers, creating a foundation for more emotionally resonant technology.

B2B 390

B2B Loyalty Connections Technology 390

InMoment XI

OCTOBER 19, 2021

They are a great tool in our toolbox, but they are only one tool, not THE tool. However, which data we can share—from a policy, privacy, or tech point of view—determines to what extent we can leverage the tools. So that’s why I’m excited about the recent announcements. It’s not that I oppose using surveys—absolutely not.

Analytics 370

Analytics Data Customer Experience Social Media 370

eglobalis

JANUARY 20, 2025

Delivering tools, features, and functionalities that not only address customer needs but also foster the most critical factor for success in today’s SaaS and cloud solutions: adoption. To achieve reliability, companies can invest in predictive analytics and supply chain visibility tools.

B2B 233

B2B Loyalty Loyalty Programs Innovation 233