InMoment XI

OCTOBER 5, 2023

This feedback becomes even more valuable when you can harness a data platform that utilizes unstructured data analytics and creates actionable insights. We’ve found that contact center improvement hinges on three kinds of data: customer feedback , social media data , and web analytics. Follow up with employees, too!

Contact Center 486

Contact Center Call Center Social Media Employee Experience 486

InMoment XI

DECEMBER 29, 2022

As people gather this time of year to reminisce and look toward the future together, everyone at InMoment agrees that 2022 brought some XI-ting adventures! InMoment is the first experience company to extend customer insights, analytics, and action across the complete customer lifecycle. The InMoment platform is fully WCAG 2.0

2022 260

2022 2023 B2B 2021 260

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience. It is impossible to design an experience for people if you have no idea about their needs, wants, expectations, behaviors, and pain points. Customer Journey Mapping.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

InMoment XI

AUGUST 3, 2022

Here are the 4 ways they refreshed a stale customer experience program: Going from Measuring to Improving Getting the Right Insights to the Right People Turning Intelligence into Action Proving ROI Using Purpose-Driven Results. Strategy #2: Getting the Right Insights to the Right People. Let’s dive in to see how they did it!

Customer Experience 529

Customer Experience Guest Experience Return on Investment ROI 529

InMoment XI

OCTOBER 24, 2023

In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth.

Contact Center 260

Contact Center Multi-Channel Net Promoter Score Metrics 260

InMoment XI

DECEMBER 1, 2022

With the right intelligence, businesses can empower the right people to take transformative, informed action in the most effective ways and drive value across four key areas: acquisition, retention , cross-sell & upsell, and cost reduction. Forrester Text Analytics Wave. Forrester Customer Feedback Wave.

Return on Investment 493

Return on Investment Automotive ROI Reference 493

InMoment XI

JANUARY 13, 2022

Step #2: Implement Advanced Text Analytics to Enable Closed Loop Feedback. To enable closed loop feedback , Chevron Federal Credit Union implemented the technology platform’s advanced text analytics capabilities. This allowed the organization to capitalize on the data collected from the new survey approach.

NPS 493

NPS Metrics Feedback Presentation 493

Qualtrics

SEPTEMBER 4, 2019

In 2015, she moved to financial services firm Prudential Plc to set up their first advanced people analytics function, covering talent management and succession planning as well. This was groundbreaking for the brand, and made Melissa one of a group of HR pioneers leading the way in the analytics space around this time.

Definition 20

Definition 2015 Insights Metrics 20

Qualtrics

NOVEMBER 18, 2019

Last week, we hosted the first of a new meetup series – Pancakes and People Analytics – that does exactly as the name suggests. Here’s what I learned sharing delicious pancakes with some of the brightest minds in people analytics. People Analytics” is hotter than ever.

Insights 24

Insights Employee Experience Events Download 24

SurveySparrow

FEBRUARY 14, 2022

She highlighted that instead of the great resignation, the discussion should be about the great appraisal and re-appraisal that can happen because of people analytics. Anisa has been one of the prime advocates of people analytics for close to 2 decades, and we knew we were on a knowledge ride in this webinar.

Metrics 98

Metrics Webinar 2022 ROI 98

Russel Lolacher

APRIL 10, 2023

In this episode of Relationships at Work, host Russel Lolacher chats with psychologist and data analyst Dr. Kalifa Oliver on the importance of people analytics when hearing the voice of employee (VOE) at work. She has a PhD in Industrial Organizational Psychology and certification in people analytics from MIT.

Culture 52

Culture Leadership Communication Consulting 52

Lumoa

JANUARY 24, 2024

That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. When to use text analytics This situation is where automated text analytics in customer feedback is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic.

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

Thematic

FEBRUARY 11, 2024

The long corridors at the Wynn, Medallia's conference venue There were more people than I expected. It makes sense to bring as many people as possible to spend time with customers and learn what matters to them. It makes sense to bring as many people as possible to spend time with customers and learn what matters to them.

NPS 62

NPS Hotels Events Demo 62

West Monroe

APRIL 17, 2024

analytical thinking, detail orientation) and skill profiles of workers in a digital and data-driven factory—and then update talent acquisition strategies accordingly. Insufficient attention to leadership development An organization needs strategic, people-focused leaders who can bring a team along through complex transformation.

Leadership 59

Leadership Culture Competitive Advantage 2024 59

BirdEye

MARCH 15, 2024

Evenings (5:00 PM – 9:00 PM): As the workday winds down, many people unwind by scrolling through YouTube. Wednesday Early afternoons (12:00 PM – 2:00 PM): By midweek, people may be looking for distractions during their lunch break, making early afternoons a favorable time to post.

Social Media 68

Social Media Entertainment Insurance Metrics 68

Brandwatch CX

JULY 6, 2022

With so many Twitter analytics tools out there, it’s hard to know which ones to trust with your Twitter account. But if you’re looking for a free Twitter analytics tool that can do more, this list will come in handy. That being said, let’s take a look at some of the best free Twitter analytics tools currently available.

Travel 139

Travel Metrics Engagement Interaction 139

TechSee

MARCH 7, 2023

She combines expertise in operations management, finance, customer operations, strategy development and execution, complex problem solving, and large organization leadership with complex negotiation, analytical, and interpersonal skills. Sabine was recently recognized as a nominee for Sales Confidence’s TOP 50 UK SDR Managers of 2022.

2023 207

2023 Contact Center Leadership Hospitality 207

Think Customers

JANUARY 10, 2024

They accept that their interactions often involve agitated people seeking to vent frustration, subjecting them to treatment that borders on abuse. Automation and technology like AI “enables people to do the stuff that people are best at,” he said on the broadcast. Please call back at another time.”

Contact Center 52

Contact Center Healthcare Banking Webinar 52

BirdEye

FEBRUARY 21, 2023

billion people around the world use social media. Facebook is the most popular social media platform, where people spend an average of 58 minutes daily. 90% of people with a social media account use social networks to communicate with brands and businesses. Here are some fascinating statistics demonstrating its fame: 4.76

Social Media 98

Social Media Management Multi-Channel ROI 98

CSM Magazine

FEBRUARY 14, 2024

This is important because people usually start by asking questions or getting advice. Looking at phone data helps businesses know what customers want, where people ask about solar in big numbers, when they call most often, and how well different ways of advertising like internet ads or social media posts work.

Marketing 52

Marketing 2030 Social Media Competitive Advantage 52

Lumoa

JANUARY 19, 2023

Having the right people in your customer experience team not only strengthens your relationship with your customers but also encourages them to become repeat customers of the brand. But when you’re looking for new people to fill roles your organization has never had, it can be quite a challenge. What does the company want to achieve?

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

BirdEye

NOVEMBER 21, 2022

When it comes to social media, analytics is everything. Thankfully, social media analytics is becoming easier and more accessible. In this blog, we’ll show you why social media analytics is important, talk about ways to get started, and how best to use social media data to gain valuable insights for your marketing efforts.

Social Media 98

Social Media Definition Multi-Channel Metrics 98

Keatext

MARCH 21, 2019

The post Developing new services people truly want with text analytics appeared first on Keatext.

Hospitality 76

Hospitality 76

Brandwatch CX

JANUARY 29, 2024

We offer a social listening platform and to generate interest around that we need to show off what it can do and reach the right people. We need people in organisations who can get the ball rolling, people in the position to make decisions. Choose a bunch of keywords to track and then wait for people to post them.

Social Media 98

Social Media Brands Blog Entertainment 98

CSM Magazine

MARCH 5, 2024

Predictive Analytics for Customer Behavior Predictive analytics for customer behavior is like having a crystal ball for online retailers. ML also helps businesses see what people are saying about them online and spot any problems early. One issue is keeping people’s information safe.

E Commerce 52

E Commerce E-support Social Media Technology 52

West Monroe

SEPTEMBER 25, 2023

While organizations are thinking more about digital and the importance of agility, they need to refine their approach to match customer demands, strengthen data and analytics infrastructure, and significantly upskill internally to truly embrace a digital operating model.

Download 105

Download Customer Centricity Consumers Technology 105

CSM Magazine

APRIL 17, 2024

Understand Inputs and Outputs People analytics and customer service systems provide countless metrics that can help you assess the balance of efforts vs. outcomes. Providing extensive online support documentation can help customers with commonly asked questions to increase bandwidth and support downstream workflows as needed.

Customer Service 59

Customer Service 2024 Sports Banking 59

CSM Magazine

SEPTEMBER 14, 2023

At the center of the research findings, the lynchpin to standout customer experiences is a strong dedication and discipline to CX fundamentals, such as people, training, and robust processes, that layer in advanced technology, and not vice versa.

Consumers 59

Consumers E Commerce Multi-Channel E-support 59

COPC

JUNE 9, 2023

examine the differences between generative and analytical AI, focusing on the importance of good data and its role in delivering exceptional CX. Understanding Generative and Analytical AI in CX To fully understand the spectrum of AI in the CX industry, it is helpful to categorize AI into two primary types: generative AI and analytical AI.

Customer Experience 114

Customer Experience Customer Journey Insights Technology 114

BirdEye

MAY 30, 2023

People are less likely to answer long surveys because of time constraints. Timing is key Send your SMS surveys at a time when people are more likely to respond, for example, after regular business hours, when they’re more relaxed. Reporting and analytics Choose software that includes reporting and analytics capabilities.

Insights 95

Insights Net Promoter Score Events Feedback 95

Comm100

APRIL 10, 2024

AI chatbots have improved significantly in terms of replicating human conversation, using natural language processing technology and machine learning algorithms In fact, many people may not even realize they are speaking to a machine.

Customer Service 84

Customer Service Customers Social Media Customer Satisfaction 84

Magellan Solutions

SEPTEMBER 6, 2023

Bing AI Microsoft’s AI-powered chatbot, Bing AI, helps people have exciting and natural conversations. For one, you can put YouChat on your website so it can chat with people who visit your site. People can type or talk to get help from YouChat. YouChat can work with different places.

Customer Engagement 98

Customer Engagement Engagement 2023 Social Media 98

SurveySparrow

MAY 2, 2023

HR reporting and analytics are essential for managing its workforce effectively. The insights gained from HR reporting and analytics help organizations make data-driven decisions that improve employee engagement, retention, and performance. Top 5 HR Reporting and Analytics Tools 01.

Metrics 52

Metrics Measurement Employee Experience Omnichannel 52

SurveySparrow

MARCH 19, 2024

Videos are naturally more engaging because people are visual. Increase conversions: Most people don’t have the attention span for long articles, especially on complex topics. These types of videos attract more people and can be used to build a brand reputation. Explainer Videos Why are you in business?

Marketing 95

Marketing Social Media Demo B2B 95

C3Centricity

MARCH 12, 2024

It’s about delivering the right message, to the right people, at the right time. By leveraging data analytics, marketers can gain insights into customer preferences, behaviour, and purchase history, enabling them to tailor their messaging and offerings.

Customer Engagement 90

Customer Engagement Engagement Competitive Advantage Entertainment 90

Guavus

JANUARY 24, 2022

The events generated by devices when people use them on a carrier’s network represent a tremendous amount of data that, when properly understood, can be the key to unanswered questions. Service IQ Device Management Analytics (DMA) landing page. Read more on Device Management Analytics: Service-IQ Device Management Analytics (DMA).

Marketing 98

Marketing Customer Centricity Events Loyalty 98