How to keep a customer insight platform vibrant once the novelty is over
Alida
SEPTEMBER 28, 2022
A customer insights platform can be your business’ most powerful tool if you keep it engaging and cohesive with your organizational goals.
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Using Hootsuite to Manage Social Media and Improve Your Brand Reputation
InMoment XI
FEBRUARY 2, 2024
Social media can play a crucial role in your organization’s ability to manage and deliver more meaningful and integrated customer experiences. Hootsuite is one of today’s most widely used social media management platforms. Answering a complaint on social media can increase customer advocacy by 25%. What is Hootsuite?
Social Media 
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B2B Customer Experience: The Complete Guide
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?
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The Power of Integrated CX Part 3: Smartest Actions
InMoment XI
APRIL 23, 2024
True excellence in customer experience (CX) demands more than just understanding and insights; it requires actionable strategies that drive tangible results. InMoment’s Integrated CX offers a transformative pathway to success, encompassing Strongest Signals , Richer Insights , and Smartest Actions.
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The Open CCaaS Advantage Report
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The customer engagement challenges facing organizations have changed – so a new approach is needed. The Open CCaaS Advantage is Verint’s new research report which explores where first generation CCaaS platforms fall short when trying to deliver exceptional CX. It’s no longer the engagement channel leading CCaaS conversations.
Understanding the Importance of Social Media Marketing
InMoment XI
FEBRUARY 6, 2024
Social media platforms like Facebook, YouTube, X (formerly called Twitter), TikTok, Instagram, and LinkedIn (among others) are essential for businesses looking to attract customers, gather valuable feedback, and foster customer loyalty. Answering a complaint on social media can increase customer advocacy by 25%.
Social Media 260
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Unlocking the Power of Healthcare Contact Centers: Enhancing Patient Care in the Digital Age
InMoment XI
APRIL 24, 2024
This allows healthcare centers to enhance patient experience, improve care, enhance operational efficiency, and gain deeper insights into patient behaviors and needs. From swift resolution of customer issues to optimizing operational efficiency, our software empowers you to achieve better outcomes more efficiently.
Contact Center 260
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How to Select the Best Customer Experience Management Software
InMoment XI
JANUARY 30, 2024
Did you know that 92% of CEOs agree that customer experience (CX) improvements have a direct impact on their bottom line? It’s clear that a customer experience program is no longer a luxury, but a necessity. Consumers are more likely to become repeat customers if they have great experiences.
Review Management: An Essential Component of Modern Marketing
InMoment XI
NOVEMBER 28, 2023
In the digital age, platforms such as Yelp, Google, Facebook, and Tripadvisor wield unprecedented influence over consumers’ purchase decisions. More importantly, reviews serve as a valuable source of information for companies looking to capture the Voice of the Customer and deliver improved customer experiences.
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Visual storytelling to communicate insight: Data visualizations in Vision Critical’s customer intelligence platform
Alida
JUNE 29, 2016
Storytelling is the key to effectively communicating insight. The importance of storytelling and visuals informed the latest enhancement to Sparq, Vision Critical’s customer intelligence platform. What’s new in Sparq (and how it benefits customer intelligence professionals). Effectively communicate your insight.
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A Deep Dive into Conversational Intelligence
InMoment XI
JANUARY 12, 2024
It involves leveraging software such as natural language processing (NLP), machine learning, and artificial intelligence to gain insights from spoken or written conversations. One of the primary reasons conversation intelligence is crucial lies in its ability to enhance the customer experience.
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Your Guide to Mastering Brand Reputation Management
InMoment XI
NOVEMBER 30, 2023
Monitor Online Presence: Use tools to monitor mentions of your brand across various online platforms. These tools are essential for understanding how your customers are talking about your brand. Respond to customer feedback, both positive and negative, to show transparency and dedication to customer satisfaction.
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Unleashing the Power of Integrated CX: Strongest Signals
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.
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How to Kickstart the Next Digital Experience Trend
InMoment XI
DECEMBER 15, 2022
It has also changed the way that your customers interact with you. Whether it be a customer, prospect, or non-buyer, every piece of the customer journey looks differently today than it did before the pandemic, particularly when it comes to the digital experience. Businesses have been forced into being digital-first.
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Build a Strategy From Your Customer Insight and Action Platform
ReviewTrackers
OCTOBER 19, 2018
The Rise of the Customer Insight and Action Platform. Typically in the form of software, customer insight and action platforms help you understand more completely and accurately how customers feel and think, what they need and care about, and how they make purchase decisions. Customer feedback.
4 Ways a Quick Service Restaurant Chain Refreshed a Stale Customer Experience Program
InMoment XI
AUGUST 3, 2022
One family decided to perfect freshly sliced sandwiches, custom menu items, and a never before seen “light” menu that features low calorie salads and sandwiches. But, as the restaurant underwent a massive change, they realized that their current customer experience platform was ineffective.
3 Necessities for Seamless, Stand-Out Retail Experiences
InMoment XI
OCTOBER 26, 2022
These tribulations can take many forms; defining customer loyalty in emerging consumers, creating seamless retail experiences across channels, tracking a customer base that seems to be in multiple places at once, and keeping up with a digital landscape that changes as frequently as the Cleveland Browns change quarterbacks.
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Revolutionizing Retail with AI-Driven Customer Experiences
InMoment XI
JANUARY 20, 2024
Today, AI has gone mainstream, infiltrating both our personal and professional lives AI is still in its infancy, but already, it’s transforming the way businesses across all sectors engage with their customers. Retailers that strategically leverage AI are better equipped to deliver outstanding experiences throughout the customer journey.
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How Generative AI Can Uplift Your Voice of the Customer (VoC) Program
Experience Investigators by 360Connext
FEBRUARY 20, 2024
Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. for engaging with customers on a more personal level, ensuring they feel truly understood. AI can be a worthy partner.
Elevating Guest Experiences in Hotels with Integrated CX
InMoment XI
FEBRUARY 7, 2024
It’s a common struggle to effectively analyze this data, and then leverage it to optimize their customer experience (CX) efforts. What is Integrated CX Integrated CX platforms unify customer feedback signals from a multitude of feedback signals (listed below), blending them into a cohesive whole.
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Unleashing Braze Instant Insights: Three Smart Ways to Uplevel Your Customer Engagement Platform
Braze
FEBRUARY 29, 2024
In the fast-paced world of digital customer engagement, it’s not enough to have the right data if you want to stay ahead of the curve. You also need cutting-edge tools capable of providing your brand with actionable insights from your data. Enter Braze Instant Insights.
Build a Strategy From Your Customer Insight and Action Platform
ReviewTrackers
OCTOBER 19, 2018
The Rise of the Customer Insight and Action Platform. Typically in the form of software, customer insight and action platforms help you understand more completely and accurately how customers feel and think, what they need and care about, and how they make purchase decisions. Customer feedback.
A Winning Combination: Unstructured & Structured Data Analytics in Today’s Customer Experience Environment
InMoment XI
OCTOBER 19, 2021
Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals.
Feedback Loops and Their Impact on the Customer Experience
InMoment XI
MARCH 11, 2024
In order to create a truly great customer experience, you need to implement a customer feedback loop that will integrate your customers into the business. It is a loop because as the company makes improvements, the customers weigh in with feedback on how the improvements are faring. What is a Feedback Loop?
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The Best Way to Identify (and Share) the Moments that Matter with Frontline Employees
InMoment XI
JULY 12, 2022
It’s common for frontline employees like contact center agents to be inundated with them—schedule adherence, efficiency, handle time, and hopefully, amid all of that and more, customer experience (CX) metrics. We’ll also discuss how best to use data to recognize employees for excelling at the executing moments that matter to customers.
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Not Just Another Blog Post on How to Improve Customer Experience
InMoment XI
OCTOBER 4, 2023
Today, there are a lot of customer feedback management (CFM) companies talking about integrated CX. But, we are confident in saying that the strategies we are developing that view the customer experience as the sum of integrated feedback, insights, and actions are going to distinguish us from our competitors in a significant way.
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Calculating Contact Center Outsourcing Costs: Insights You Need Right Now
BlueOcean
JANUARY 30, 2024
So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. In an outsourced customer care model, you may choose to operate on a transactional or per minute basis. How do you start to compare your in-house apples to those outsourced oranges?
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Navigating 7 Qualtrics Alternatives: Find Your Survey Companion in 2024
Retently
MARCH 26, 2024
Expect straightforward comparisons and key insights to help you make an informed choice. It’s about selecting a platform that can grow with your business, adapt to changing needs, and continue to deliver value in the long term. User Experience The complexity of a survey platform can be a double-edged sword.
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10 Tips for Building a Successful Insight Community
Alida
JULY 14, 2021
How would you describe a digital insight community and its value to your organization? At Alida, we define a digital insight community as a customer engagement platform you can use to uncover agile, actionable insights from the right people at the right time—at scale. And how do we know? Well, we invented it.
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Birdeye Reports: Revolutionize business intelligence with actionable insights
BirdEye
NOVEMBER 27, 2023
We live in a data-driven business world where every piece of customer feedback is nothing less than a goldmine. Organizations that effectively use customer feedback data to improve operations can expect a boost to their performance. The stark difference highlights how customer insights greatly influence business outcomes.
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Leveraging Customer Service Survey Questions to Boost Your Support Strategy
Retently
MARCH 18, 2024
Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. Count on actionable insight to elevate your customer interactions.
Customer Service 139
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A Guide to Choosing the Right Text Analysis Software for Your Business
Lumoa
JANUARY 8, 2024
AI tools are changing the way we analyze customer feedback. They’re not just speeding up the process; they’re enriching it with deeper insights, making it smoother and more efficient in terms of resources. Think about all the customer feedback we see – tweets, reviews, comments, surveys. Their customers?
Social Media 157
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Post-Event Survey Questions to Elevate Your Next Event
Retently
MARCH 11, 2024
In this guide, you’ll find why they are important, areas to focus on, and 35 essential post-event survey questions crafted to draw out the insights you need. To extract meaningful insights from your post-event survey questions, cover relevant aspects of the event experience. They capture their joys, frustrations, and valuable insights.
Events 119
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A Comprehensive Guide to Voice of the Customer for eCommerce
Thematic
APRIL 3, 2024
The best eCommerce customers have a high repeat purchase rate and leave positive comments. Say, a proportion of these high-repeat customers start to drop off. You’re not face-to-face with these customers, so you need a way to understand what’s happening. 77% of customers prefer brands that listen to them.
Social Media 62
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CDP Spotlight: 7 Key Takeaways From Industry Experts
Blueshift
JANUARY 18, 2024
Customer data plays a pivotal role, yet it often remains inaccessible to marketers. When harnessed by savvy marketers, this goldmine of data becomes the driving force behind personalized, engaging customer experiences. This blog post will delve into 7 key takeaways from the insightful discussions:
ROI 115
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Leader’s Guide to Call Center Retention
COPC
MARCH 11, 2024
This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. Is the loop-back process efficient and effective? Please explain.
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Crafting the Best “How Did You Hear About Us?” Survey
Retently
FEBRUARY 21, 2024
Are you wondering which channels are effectively leading customers to your business? By pinpointing where your customers come from, you can streamline your efforts, enhance engagement, and grow your business. surveys can reveal which platforms or channels successfully engage your customers. How did you hear about us?”
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State of online reviews 2024: Embracing automation for growth
BirdEye
FEBRUARY 15, 2024
In this blog, we’ll delve into the latest online review trends, insights, and strategies to help you paint a detailed picture of consumer behavior and use it to your advantage. Facebook’s share of online reviews took a steep dive to 1% in 2023, down from 23% in 2016, marking a drastic reduction in its importance as a review platform.
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The Beginner's Guide to Customer Experience Analytics
Thematic
APRIL 17, 2024
Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. What is Customer Experience Analytics? Here's why.
The Beginner's Guide to Customer Experience Analytics
Thematic
APRIL 17, 2024
Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. What is Customer Experience Analytics? Here's why.
The Beginner's Guide to Customer Experience Analytics
Thematic
APRIL 17, 2024
Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. What is Customer Experience Analytics? Here's why.
Best Practices for Conducting an In-App NPS Survey
Retently
APRIL 18, 2024
Are you leveraging the full potential of the in-app NPS survey to tap into customer feedback? Discover the effectiveness of in-app NPS surveys in capturing customer sentiment and learn best practices for embedding them into your digital platform for more meaningful insights that drive growth. Let’s get started.
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Insights from Frost & Sullivan: Optimizing Customer Experiences with Generative AI and Humans
Interactions
APRIL 19, 2024
At the heart of every customer-centric business lies the quintessential question: “How can we improve and optimize the customer experience?” Participants explored how this approach fosters flexibility and creativity in addressing customer concerns, ultimately enhancing both customer and agent satisfaction and loyalty.
Insights 62
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Top 15 Instagram follower trackers to lead your social strategy
BirdEye
MARCH 22, 2024
We’ll reveal how leveraging the right tracker can provide you with unparalleled insights, empowering you to not only grow your audience more strategically but also to connect with them on a deeper level. Seek tools that give insights into demographics, locations, interests, and engagement.
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