InMoment XI

AUGUST 8, 2023

As we make our way forward with new CX technologies and approaches, survey fatigue remains a key operational concern. CX professionals are finding it more challenging than ever to keep program momentum alive. This is a hurdle that CX professionals confront head-on as they strive to maintain the momentum of their survey programs.

Net Promoter Score 580

Net Promoter Score Customer Service Representative Feedback Touchpoint 580

InMoment XI

NOVEMBER 2, 2022

Your customer experience (CX) program, like your business, needs to be able to grow and evolve to prove a return on investment. If you’re like the majority of CX practitioners (CX Network’s “Global State of CX” report shows that it is the second highest concern for CX practitioners), you likely have quite a few ROI questions.

ROI 493

ROI Return on Investment Airlines Call Center 493

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

DECEMBER 1, 2022

With our ability to collect and gather data from anywhere and in any form with our Integrated CX approach, industry-leading technology, and decades of experience in key industries, InMoment can help you craft an experience initiative that truly meets the unique needs of your business. Forrester Text Analytics Wave.

Return on Investment 493

Return on Investment Automotive ROI Reference 493

InMoment XI

FEBRUARY 2, 2024

In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. Worldwide Furniture Retailer Redefines Comfort through Integrated CX One of the biggest companies in the furniture space is pioneering a future where relaxation meets technology.

Hospitality 260

Hospitality Call Center Retail NPS 260

InMoment XI

AUGUST 23, 2023

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. A stagnant CX program, or stagnant customer experience strategy , can lead to declining customer satisfaction , loss of competitive edge, and missed growth opportunities.

Customer Experience 260

Customer Experience Omnichannel Innovation Loyalty 260

InMoment XI

FEBRUARY 2, 2024

With Hootsuite, the social media management platform for the enterprise, and InMoment, the leader in improving experiences and the highest recommended CX platform and services company in the world, your company can integrate customer experience data from social media sources to uncover the insights that enable the smartest actions.

Social Media 295

Social Media Brands Management Metrics 295

InMoment XI

MARCH 21, 2022

Customer experience (CX) leaders from utilities brands are facing unprecedented challenges in 2022. Many CX leaders in this space find it challenging to stitch together holistic customer feedback in one place, and know how to take action from it. Solve the Challenge: Text Analytics to the Rescue.

Brands 529

Brands Roadmap Webinar Social Media 529

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

InMoment XI

FEBRUARY 14, 2024

How Omnichannel Customer Experience Affects Integrated CX Omnichannel customer experience strategies are the building blocks of creating a truly integrated customer experience. For example, a customer may research a product online and then visit a physical store to make a purchase, with their shopping cart and preferences already synced.

Omnichannel 260

Omnichannel Customer Experience Social Media E Commerce 260

InMoment XI

FEBRUARY 9, 2024

It’s driven, in part, by product innovation. Let’s take a closer look at how integrated CX platforms, and AI-powered tools in general, enable automotive brands to deliver intelligent, bespoke experiences that successfully attract, convert, and retain customers. The automotive industry is in the midst of a huge transformation.

Automotive 260

Automotive Customer Journey E Commerce 2022 260

InMoment XI

JANUARY 2, 2023

Customers have unprecedented access to information about products and services. As competition and buyer empowerment compounds, customer experience (CX), is proving to be the only truly durable competitive advantage. When you start your CX efforts, you need to consider how to measure it. The Three Most Popular CX Metrics.

Net Promoter Score 295

Net Promoter Score NPS Metrics Effort Score 295

InMoment XI

JANUARY 10, 2023

CX operations, or customer experience operations, are all about the systems, automation, and lines of communication that make possible a unified, cross-functional approach to improving customer experience. That’s not too tall an order if you are a young startup with only a handful of employees, all focused on customer experience ( CX ).

Customer Experience 324

Customer Experience Management Touchpoint Net Promoter Score 324

InMoment XI

FEBRUARY 8, 2023

The success of your CX effort is determined not only by where it lives within your organization, but also by who’s heading up the program and driving its goals, actions, and direction within your company. This job isn’t easy and not for the faint-of-heart; frankly, CX leaders often end up working against what is natural for an organization.

Sports 295

Sports Financial ROI Leadership 295

Experience Investigators by 360Connext

FEBRUARY 6, 2024

We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. And that’s a problem.

Metrics 270

Metrics Net Promoter Score NPS Effort Score 270

InMoment XI

FEBRUARY 25, 2022

Do companies recognize the high customer experience (CX) value of employee advocates? The EX/CX Connection. Saboteurs are active and frequently vocal detractors about the organization itself, its culture and policies, and its products and services. This article was originally posted on CustomerThink.com. That’s my belief.

B2C 529

B2C Employee Experience Culture Touchpoint 529

InMoment XI

NOVEMBER 28, 2023

of customers read reviews when looking for products and services online. By analyzing reviews, your organization can understand what customers like or dislike about your products and services. According to research, over 99.9% stars out of 5 is the lowest rating they are likely to consider.

Management 346

Management Marketing Social Media Feedback 346

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

InMoment XI

SEPTEMBER 13, 2022

When they come into a Foot Locker store, log onto the app, or peruse the website, these modern athletes are looking to “talk shop” on the latest trends and products, and ultimately to take part in a more human and memorable experience beyond basic transactions. Innovation Tip #2: Integrate Flexible Innovation.

Innovation 493

Innovation Sports Voice of Customer Social Media 493

Lumoa

FEBRUARY 14, 2024

It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. This is because CX involves many factors that are outside your direct control.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

Lumoa

FEBRUARY 9, 2023

As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Long-term actions are based on the analytics results of customer feedback. Depending on the organization impacted, this can include (for instance) some of the following items: Fixes to the existing product (e.g.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Alida

OCTOBER 26, 2021

Today, we’re thrilled to announce our Fall 2021 product release. Alida brings new capabilities in customer experience (CX), employee experience (EX), product experience (PX), and brand experience (BX).

2021 246

2021 Touchpoint Employee Experience Brands 246

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. NLP has made feedback analytics way more accessible. Let’s explore how you can use analytics to revolutionize your customer experience.

Customer Experience 83

Customer Experience Management Net Promoter Score Insights 83

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? How do you quantify the impact of CX? Your customer experience (CX) begins the moment they discover you.

Customer Experience 62

Customer Experience Net Promoter Score NPS Loyalty 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? How do you quantify the impact of CX? Your customer experience (CX) begins the moment they discover you.

Customer Experience 62

Customer Experience Net Promoter Score NPS Loyalty 62

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Customers expect better and faster pre and post purchase services.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ShepHyken

SEPTEMBER 7, 2023

The bar for providing a top-notch customer experience (CX) seems to be rising year after year, regardless of whether you operate in B2B or B2C. In fact, in a three-year study, companies that implemented a well-designed customer success program saw a 91% return on investment and more productive CX teams.

Customer Success 132

Customer Success Return on Investment Customer Centricity B2C 132

Thematic

SEPTEMBER 12, 2021

doesn’t matter how many letters you throw out there or how many customer experience (CX) scores you get. If you don’t know what’s driving your CX metrics, it’s hard to replicate success, let alone find ways to improve. In this article, we’ll dive into how companies leverage customer feedback analytics. NPS, CSAT, CES.it

Metrics 117

Metrics Feedback NPS Loyalty 117

GetFeedback

DECEMBER 11, 2019

With text analytics, you can examine open-text feedback for an organized, actionable, high-level view on the feelings and the comments your customers make about your company. Paying attention to open-ended feedback is crucial if you want a clear representation of your customer experience (CX). Why you should use text analytics.

Customer Experience 221

Customer Experience Feedback Customers Information 221

TechSee

AUGUST 14, 2023

Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. Brittany is also the co-founder of The Superfan Company, a fan-engagement agency that has created campaigns and products for global brands including Walmart, Disney, Amazon, Luke Bryan, Katy Perry, and the Boston Red Sox.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

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. A Customer Experience Management tool or software helps businesses monitor, manage, and improve the overall customer experience with their products, services, or brand.

Customer Experience Management 52

Customer Experience Management 2024 Customer Experience Management 52

COPC

APRIL 1, 2024

Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX). This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance. Customer-facing technologies encompass a range of AI-powered tools for direct customer interaction.

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

SurveySensum

MARCH 15, 2024

Picture this : Company A and Company B both launched a similar type of product which makes them competitors. They both launched their products around the same time but only Company B received more downloads and positive feedback. It lets you send NPS, CES, CSAT, product, onboarding, and many VOC surveys to your customers.

2024 52

2024 Marketing Demo NPS 52

Lumoa

MARCH 12, 2023

Ask most business leaders and they’ll tell you customer experience (CX) is essential. These tools typically include features such as customer data management, analytics and reporting, automation, and personalization. The purpose of a CX platform is to create a big-picture, comprehensive view of the customer journey. High costs.

Customer Experience 83

Customer Experience Customer Journey Mapping NPS Consulting 83

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.

Customer Experience 52

Customer Experience Social Media Net Promoter Score Customer Satisfaction 52

Lumoa

NOVEMBER 7, 2022

. #1 Customer insights are a company-wide resource Even just a few years ago, customer insights or feedback were collected and owned solely by the CX or marketing team. From product and service design, to support, sales and management, more and more teams are starting to harness the power of customer insights.

2023 83

2023 Customer Experience Competitive Advantage 2021 83

Lumoa

JANUARY 19, 2023

This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services. What’s more, it will help you build a link between your CX team goals and the broader company goals. Current State & Future state from cx-journey.com 3.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94