Thematic

APRIL 1, 2025

Improving your customer experience starts with a strong customer insights strategy. In simple terms, this strategy is your game plan for collecting and leveraging customer insights to drive better decisions. Defining Clear Objectives for Your Customer Insights Strategy Every great strategy begins with a clear goal.

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

CSM Magazine

JANUARY 28, 2025

Gone are the days of relying solely on demographic data and periodic surveystoday’s businesses have access to AI-driven customer insights, a game-changer for growth. By leveraging AI, companies can make decisions rooted in data, improve customer satisfaction, and ultimately grow their revenue.

Customer Insights 52

Customer Insights Insights E Commerce E-support 52

Alida

NOVEMBER 29, 2021

Now that you’ve been gathering valuable customer insights with your insight community and your CX strategy is yielding impactful results, you might be wondering how to take this program to the next level.

Customer Insights 244

Customer Insights Insights Customers Entertainment 244

Thematic

MARCH 30, 2025

Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

Thematic

MARCH 18, 2025

." That’s exactly why customer insights platforms are essential. That way, you can easily understand what customers truly want. In this guide, you’ll get a peek into some of the best customer insights platforms and their features. What is a Customer Insights Platform?

Customer Insights 62

Customer Insights Insights Social Media Consulting 62

Brad Cleveland Blog

JANUARY 10, 2025

Warby Parker is renowned for exceptional customer … Continue reading → The post Build Customer Insight into Your Vision appeared first on Brad Cleveland. I have colleagues who are huge fans of eyewear retailer Warby Parker.

Customer Insights 49

Customer Insights Insights Retail Customers 49

eglobalis

FEBRUARY 3, 2025

Similarly, Salesforce has been using its Einstein AI platform to help businesses gather customer insights and develop products that meet specific needs. For example, a manufacturing client of Salesforce reduced its product development cycle by 20% by leveraging AI insights.

B2B 424

B2B Customer Experience 2014 2015 424

eglobalis

MARCH 13, 2025

Highlight Competitive Advantage : Show how a superior customer experience differentiates the company from competitors, potentially leading to increased market share. Leverage Customer Insights : Utilize customer feedback and analytics to identify pain points and opportunities, demonstrating a data-driven approach to decision-making.

Leadership 261

Leadership B2B B2C Net Promoter Score 261

Alida

MARCH 3, 2022

And a lot of that data could be used by businesses to create better products and provide a better overall customer experience for their audience. In 2020, every person generated 1.7 megabytes per second.

Customer Insights 246

Customer Insights Insights 2020 Customers 246

SurveySensum

JANUARY 27, 2025

The limits of my language mean the limits of my world. Ludwig Wittgenstein Just using Englishor any one languagefor your surveys isnt enough to open the door to true connection. billion people may get English, but what about the billions who dont?

Insights 52

Insights Customer Insights Download Customers 52

InMoment XI

JUNE 16, 2025

Automated scoring also allows you to review a much larger volume of conversations and removes human bias from the equation, making your customer insights more reliable. InMoment’s integrated CX intelligence platform helps improve the call center experience by delivering rich customer insights.

Call Center 195

Call Center Customer Experience Net Promoter Score Average Handle Time 195

SurveySensum

JANUARY 13, 2025

So are your customers! 54% of customers save products online to buy later, while 53% check them in-store before purchasing. Gone are the days when youd simply step into the store and make the purchase! You check the product online, or read the review.

Omnichannel 52

Omnichannel Feedback Insights Customer Insights 52

eglobalis

DECEMBER 11, 2024

This ensures that customer insights are accurately captured and integrated into the CX strategy. Involving Customers in Experimentation Involving customers in the experimentation process is crucial for gaining authentic insights and fostering loyalty.

Insights 391

Insights Customer Journey Mapping Omnichannel Effort Score 391

Centercode

JUNE 11, 2025

Learn about delta testing Resources By Type  Blog  Ebooks & Guides  Events & Webinars  Case Studies  Podcast  Community Featured Content The Definitive Guide to Delta Testing What is delta testing and how are tech leaders using it to deliver customer insights throughout agile development?

Presentation 52

Presentation Customer Insights Insights Management 52

InMoment XI

OCTOBER 26, 2022

In order to form a holistic view of your customer’s experience, you need to be able to analyze every data point you can. Your customer’s data comes in many different forms (you can learn more about customer data in this article from InMoment Customer Insights Expert Jessica Petrie).

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

Gainsight

FEBRUARY 21, 2025

Heres what that looks like in action: Instant access to customer insights: No more switching tabs or diving into dashboards. This is a major milestone for Gainsight, bringing AI-powered customer insights directly into workstreams, said Chuck Ganapathi, President and COO at Gainsight. Ready to see it in action?

Customer Insights 59

Customer Insights Insights 2024 Sales 59

InMoment XI

JUNE 7, 2025

It also empowers agents to resolve more issues on first contact by handling routine tasks and surfacing key customer insights. For example, an agent escalating a call because of a product malfunction outside their scope is different from an angry customer requesting to speak to the agent’s supervisor.

Contact Center 195

Contact Center Average Handle Time Call Center Omnichannel 195

InMoment XI

OCTOBER 23, 2024

With the help of advanced text analytics, Chevron FCU was able to capture actionable insights from open-ended survey responses and online comments to improve its CX efforts. Metro Bank: The UK-based retail and commercial bank has successfully transformed its customer insight program. Start by capturing customer insights.

Banking 195

Banking Customer Experience Financial Touchpoint 195

eglobalis

JULY 2, 2024

The Rise of Data Analytics and , AI and Real-Time Feedback Advancements in data analytics and real-time feedback mechanisms are revolutionizing how companies collect and utilize customer insights globally.

NPS 493

NPS Feedback Net Promoter Score B2C 493

eglobalis

MAY 13, 2025

According to research by IDC in late 2024, 72% of executives emphasize the need for a unified and integrated VoC program to capture richer customer insights and improve journey outcomes. On the cultural front, CX leaders must evangelize the value of an insights-driven approach to the rest of the organization.

B2B 312

B2B Multi-Channel Feedback 2025 312

InMoment XI

OCTOBER 19, 2021

I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. The contact centre is an absolute treasure trove of customer insights and has long been underutilized from a customer insights perspective.

Customer Experience 370

Customer Experience Social Media Call Center Metrics 370

eglobalis

MAY 20, 2025

As mentioned in my previous article, AI-driven analytics and telemetry-based feedback loops will become primary sources of customer insights. Average Handle Time (AHT) What AHT Measures: AHT is the average duration of a customer service interaction, including talk time, hold time, and follow-up work. link] Lets begin.

Metrics 330

Metrics B2C B2B Average Handle Time 330

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. Customer Journey Mapping. Resource: Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning and Kerry Bodine. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

InMoment XI

NOVEMBER 12, 2024

Social Media Monitoring vs Social Listening Social media monitoring is reactive to certain mentions, reviews, or posts made by customers. Social listening is a proactive strategy that uses social media data to uncover customer insights and make broader business decisions.

Social Media 363

Social Media 2024 Metrics Brands 363

eglobalis

JULY 31, 2024

Tealium Tealium provides a customer data platform that helps businesses unify their customer data across multiple touchpoints, enabling personalized marketing and real-time customer insights. AI-driven personalization will enable businesses to offer highly customized experiences at scale.

Customer Experience 458

Customer Experience Social Media 2024 B2B 458

eglobalis

MARCH 30, 2025

This article examines in detail how businesses in both B2B and B2C contexts are leveraging AI, sentiment analysis, voice-of-customer (VoC) platforms, predictive analytics, and streaming data to capture customer insights in the moment. When an insight is identified (e.g.,

Banking 359

Banking NPS B2B Social Media 359

InMoment XI

DECEMBER 13, 2021

After journey mapping and capturing customer insights, InMoment supplements that data with financial, operational, employee, social media, etc. This new approach means reaching for multiple sources of insights and synthesizing that information to allow organizations to take practical action.

Marketing 370

Marketing Automotive Hospitality Social Media 370

Thematic

FEBRUARY 24, 2025

That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Companies that actively apply customer insights boost retention, loyalty, and competitive advantage.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

eglobalis

JUNE 27, 2024

Integrating technology and data analytics helps in gathering and analyzing customer insights to inform decision-making. Training and development programs are essential to foster a customer-centric culture, while cross-departmental collaboration ensures a seamless customer experience.

Customer Experience 492

Customer Experience Customer Centricity Net Promoter Score Government 492

InMoment XI

DECEMBER 3, 2024

The Impact of AI AI is transforming the way businesses interact with customers. It enables real-time analysis of key metrics to uncover customer insights and predict behavior. As a result, it’s essential to harness the power of AI to improve customer service.

Customer Experience 195

Customer Experience Competitive Advantage Customer Centricity 2024 195

InMoment XI

APRIL 22, 2025

For example, if CI data shows that customers describe your pricing page in Version B as confusing, revise the structure and run another test. Continue iterating until customer sentiment improves and the data confirms youve found a version that truly works.

Insights 195

Insights Net Promoter Score Metrics Social Media 195

Experience Investigators by 360Connext

APRIL 22, 2025

Departments like sales, marketing, customer support, and social media have historically worked independently of one another. They use separate tools to manage their work, they may not share customer insights, and they focus on just their teams goals. Tools and processes now exist to unify teams and customer insights.

Customer Experience 143

Customer Experience Touchpoint Social Media Customer Journey 143

InMoment XI

JULY 13, 2023

This final action leads to not only improved communication out to customers but also improved internal communication around expectations and making material more inclusive to drive better understanding.

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

Thematic

MARCH 30, 2025

Those moments don’t happen by accident; they happen because businesses use customer insights to personalize customer interactions and optimize workflows. Let’s explore eight ways these insights can take customer service from reactive to proactive.

Information 62

Information Insights Customer Service Airlines 62