InMoment XI

AUGUST 17, 2023

By using the Net Promoter Score system as your compass, you can gain a better understanding of what drives customer loyalty and satisfaction. As a reminder we have listed the steps to consider: Company Purpose: Define your company’s purpose and why it exists, what does it hope to achieve for its customers and why.

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

InMoment XI

DECEMBER 6, 2022

Steve Grossrieder, CEO of JAX Tyres & Auto, and Jess Gill, Chief Customer Officer for Craveable Brands, know exactly what it takes to keep franchisees inspired, and make sure experience programs stick across the organization. . How do you train staff in the franchises to instill customer experience in all that they do, maximizing sales?

Chief Customer Officer 491

Chief Customer Officer Brands NPS Customer Centricity 491

Lumoa

JANUARY 8, 2024

AI tools are changing the way we analyze customer feedback. This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. Think about all the customer feedback we see – tweets, reviews, comments, surveys. What’s the intensity of these sentiments?

Analysis 394

Analysis Software Comparison Social Media 394

InMoment XI

DECEMBER 6, 2021

And when I look back on all that, I couldn’t be more grateful for customer feedback management platforms (also known as CFM platforms). Customer experience (CX) technology has taken what used to be a days-long process and condensed it to minutes. How to Choose a Customer Feedback Management Platform.

Feedback 493

Feedback Management Self Service Conference 493

InMoment XI

NOVEMBER 20, 2023

As we delve into the realm of AI in Customer Experience (CX), we will explore how this technology is reshaping the customer-business relationship. What is AI in CX? AI in CX stands for artificial intelligence in customer experience.

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

CloudCherry

SEPTEMBER 6, 2018

Imagine sourcing for headcount, and moving forward with product improvements knowing exactly what was going to happen when you did? Human brains don’t do this very well, generally. This is where predictive analytics, driven by machine learning, can help. No more guessing about what customers truly want.

Analytics 221

Analytics Analysis NPS Financial 221

InMoment XI

JANUARY 13, 2022

Here are the three steps Chevron Federal Credit Union took to reinvigorate its customer experience (CX) program: Step #1: Streamline Surveys to Align CX Objectives Across the Business. Step #2: Implement Advanced Text Analytics to Enable Closed Loop Feedback. Step #3: Turn Member Feedback into Experience Improvement.

Case Study 493

Case Study NPS Survey Analytics 493

InMoment XI

AUGUST 23, 2023

What is Customer Experience Transformation? If you do not undergo continuous customer experience management to help your business keep up with customer and industry competitors, you may develop a static CX program. As customer preferences change and new technologies emerge, businesses that fail to adapt risk being left behind.

Customer Experience 260

Customer Experience Omni-Channel Employee Engagement Innovation 260

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. For organizations of any size, managing CX can be a complex and challenging process that involves executive commitment, strategy, and integration of technology.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Uniphore

JANUARY 21, 2022

In the wake of the global pandemic, customer experience (CX) has risen to new prominence as more patients and members are interacting with healthcare service providers remotely. What digital customers are seeing often isn’t pretty: complex processes, redundant steps and time-consuming resolution journeys. Healthcare is no exception.

Healthcare 147

Healthcare Analytics Self Service Consumers 147

CloudCherry

FEBRUARY 26, 2019

Key Takeaways from Forrester Report on the State of Customer Analytics. The findings of the 2018 Forrester Report on the State of Customer Analytics are based on an online survey in which 144 North American analytics and measurement pros , from a broad set of industries, took part. Retailers find other ways to use analytics too.

Analytics 256

Analytics Report Analysis Study 256

InMoment XI

MARCH 4, 2022

One tool is practically synonymous with the customer experience (CX) industry: surveys. Once a targeted survey has collected the desired data, a top-notch Experience Improvement platform mines that data using advanced analytics to uncover actionable insights. But what are the best practices for creating a targeted survey?

Survey 556

Survey Customer Experience Touchpoint Exercises 556

Lumoa

FEBRUARY 14, 2024

The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. This is because CX involves many factors that are outside your direct control.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it. This may sound contradictory for a CX professional to say.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

InMoment XI

JULY 12, 2023

How exactly do you do this? A well-designed CX strategy can be the main aspect that helps you attract and retain your customer base, so you don’t want to leave anything up to change. So how do you guide customers through these stages? What does their interaction look like? How are their questions answered?

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

InMoment XI

OCTOBER 5, 2021

That’s why we’re so happy to celebrate this year’s CX Day theme, “CX is a team sport.” In our decades of experience, we’ve been a part of countless CX programs, and the most successful ones go into their efforts with a team-centric mentality. They involve their frontline employees and make sure they have that CX team spirit.

Sports 260

Sports Video Retail Analytics 260

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. We’ll walk you through the key steps to building a successful customer experience department in this guide. What does the company want to achieve?

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

SurveySparrow

JULY 6, 2023

Welcome to the world of customer experience analytics, where data-driven insights reign supreme and extraordinary customer satisfaction is the name of the game. By harnessing the power of data and analytics, businesses can gain valuable insights into customer behavior, preferences, and expectations.

Analytics 52

Analytics Customer Experience Social Media Net Promoter Score 52

CloudCherry

MARCH 28, 2019

CX insights can help you connect experience to your business goals, beat the competition and deliver a consistently delightful experience to your customers. At CloudCherry, we want to disrupt the customer experience industry. There’s a lot of noise out there about what CX teams should be doing.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

SurveySparrow

SEPTEMBER 9, 2023

Do you desire to leave your clientele awe-inspired and hungry for more? Perfecting your product experience might sound like rocket science but honestly, we’ll say it’s not. We have got you covered. But, before we delve into that, we need to get the basics cleared. What is Product Experience?

Analytics 52

Analytics Analysis User Experience Trends 52

InMoment XI

JANUARY 4, 2024

In order to master the retail customer experience, you first need to understand the whats, the whys, and the hows. What is the Retail Customer Experience? Personalization Leverage data analytics and customer insights to personalize the online shopping experience.

Retail 260

Retail Customer Experience Effort Score Social Media 260

SuiteCX

FEBRUARY 18, 2020

Like customer experience (CX) more broadly, there are a number of platforms that create the ecosystem of tools available to manage and understand their Customers’ experience. Here’s what we see as the distinct market segments operating under the customer experience/journey banner: 1. next best offer).

Customer Journeys 274

Customer Journeys Effort Score CRM CEM 274

Kerry Bodine

MAY 3, 2019

We talked about a wide range of customer experience topics, but my favorite point in the conversation was getting to ask Rob a question that’s been in the back of my mind since I first heard about NPS some dozen plus years ago: Why the 11-point scale? One of the mysteries of the CX universe solved! But 0 to 10? I wholeheartedly agree.

NPS 120

NPS Analytics Customer Insights Net Promoter Score 120

Kerry Bodine

MAY 3, 2019

We talked about a wide range of customer experience topics, but my favorite point in the conversation was getting to ask Rob a question that’s been in the back of my mind since I first heard about NPS some dozen plus years ago: Why the 11-point scale? One of the mysteries of the CX universe solved! But 0 to 10? I wholeheartedly agree.

NPS 120

NPS Analytics Customer Insights Net Promoter Score 120

Lumoa

SEPTEMBER 8, 2021

Measure CX without Surveys Online and email surveys, at best, have a response rate of 30%. This is a small sample size based on a static point in time and is heavily influenced by what you ask and how you structure your survey. They are already talking to and about you; all you need to do is listen, analyze, and act!

Customer Experience Management 208

Customer Experience Management CEM Customer Experience Management 208

Lumoa

AUGUST 23, 2021

Before we begin, we’d like to acknowledge the reality that COVID-19 is still an active pandemic. Although we refer to the “post-pandemic world” in this article, we understand that we’re still in the middle of it all — we just hope we can provide a little hope and guidance for the present and future reality of a post-COVID world.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

Lumoa

MAY 19, 2020

While the potential revenue losses are enough to get any CEO’s attention, many companies still aren’t making CX a priority. Here are a few ways that you can show the value of CX and make it easier for your CEO to get on board with it. What are the risks associated with your proposal? How do you plan to mitigate them?

How To 259

How To Multi-Channel Return on Investment Strategy 259

Kustomer

JANUARY 19, 2023

In this episode of the Customer Service Secrets podcast , Gabe Larsen is joined by Steven Maskell , Vice President of Customer Experience at Zones , to discuss how to use customer experience data analytics to create a personalized, data-driven customer experience. He believes that, in doing so, leaders will produce better CX outcomes.

Data 98

Data Customer Experience Customer Journeys Analytics 98

SurveySensum

MARCH 20, 2024

If this is not enough to convince you then get this – customer-centric brands report profits that are 60% higher than those that fail to focus on CX. But the question arises – how to do it? Let’s start by understanding what exactly is a Customer Experience Management Software. The tool has taken CXM a step beyond.

Customer Experience Management 52

Customer Experience Management Software Company Customer Experience 52

Experience Investigators by 360Connext

AUGUST 19, 2020

You’ve heard of SMART goals… But what about SMIRC goals? I don’t say this to shame anybody, but to highlight it’s so easy for all of us to do. What is a SMIRC Goal? But what does Measurable really mean? Without defining what success looks like, how do you know if you’ve really achieved it?

Customer Experience 265

Customer Experience Net Promoter Score NPS Effort Score 265

Uniphore

JANUARY 14, 2022

Program Vice President, Customer Experience at IDC Research, Robert Padron, EVP and Chief Growth Officer at Arise and Vijai Shankar, Vice President, Product and Growth Marketing at Uniphore, to know: What are the AI and automation trends that are redefining customer experience? Register, and we will send you the on-demand recording.?.

Roadmap 130

Roadmap Customer Experience Contact Center Omni-Channel 130

NobelBiz

FEBRUARY 22, 2023

This article focuses on the crucial role of customer data analytics in contact center performance and customer experience. Table of Contents show What is Customer data analytics? Customer data analytics uses customer behavior data to assist in crucial business decisions through market segmentation and predictive analysis.

Contact Center 52

Contact Center Analytics Data Call Center 52

Experience Investigators by 360Connext

AUGUST 1, 2023

This isn’t just a CX issue. This is a game changer in every industry, and CX leaders will be asked to participate whether they’re ready or not! Simply introducing AI tools without context can do more harm than good! Start by defining the problem you want to address and envision and define what success looks like.

Customer Experience 143

Customer Experience Customer Service Self Service Chatbots 143

Thematic

APRIL 3, 2024

What’s happening? You’re not face-to-face with these customers, so you need a way to understand what’s happening. Use a Voice of the Customer (VoC) program to get a clear understanding of what they really want and expect from your business. Say, a proportion of these high-repeat customers start to drop off.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

Thematic

FEBRUARY 19, 2024

Creating a customer experience (CX) that builds a connection with customers, demonstrates that you value their time and preferences. But how do you quantify how much positive or negative CX drives the bottom line? And that's what we're going to find out. How do you quantify the impact of CX?

Customer Experience 62

Customer Experience Net Promoter Score Effort Score NPS 62

Thematic

FEBRUARY 19, 2024

Creating a customer experience (CX) that builds a connection with customers, demonstrates that you value their time and preferences. But how do you quantify how much positive or negative CX drives the bottom line? And that's what we're going to find out. How do you quantify the impact of CX?

Customer Experience 62

Customer Experience Net Promoter Score Effort Score NPS 62

Customer Bliss

JANUARY 28, 2021

Being on a CX team demands a high standard of grit, resilience, and trust. Much of what we needed to resolve as a CX team hadn’t been done before. We had no option but to lean on a foundation of trust built when making critical decisions. At my alma mater, Clark-Atlanta, we had a mantra, “Each one, teach one.”

Leadership 254

Leadership User Experience Feedback Culture 254