Lumoa

APRIL 13, 2020

With the modern technologies available today, such as speech-to-text and artificial intelligence (AI) it’s possible to automatically generate insights from calls, Interactive Voice Response (IVR) surveys, and post-call surveys. How do you generate customer insights from voice data?

Customer Insights 83

Customer Insights Feedback Insights Social Media 83

CSM Magazine

JULY 21, 2023

The New World Powered By Data These front lines of customer service are morphing into rich mines of data ripe for exploration, offering a wealth of insights into customer behaviour, preferences, and satisfaction levels. These insights can then be turned into action to improve both advisor and customer experiences.

Customer Insights 52

Customer Insights Insights Social Media Webinar 52

Playvox

JANUARY 12, 2022

The macrotrends of staffing pressures , flagging loyalty, and omnichannel service are driving the demand for new solutions that help alleviate blind spots and uncover customer insights to the benefit of service teams as well as product, IT, marketing, and sales. We call it Customer AI. How to Use AI in Customer Service.

Customer Insights 52

Customer Insights Insights Contact Center Customers 52

West Monroe

JULY 16, 2024

While this is primarily focused on the actual product, insights may also be used to inform other areas where customers are interacting with a company. A real-world example: Customers aren’t always external West Monroe has been working with St.

Insights 52

Insights Customer Insights Hospitality Government 52

SurveySensum

NOVEMBER 22, 2023

This real-time interaction not only enhances user experience but also provides you with valuable insights into their needs and preferences. For example, after resolving a query, ask if they found the interaction helpful and if anything could be improved. Personalization Matters: Tailor responses to individual customer needs.

Feedback 52

Feedback Customer Insights Insights E Commerce 52

CloudCherry

JULY 25, 2018

What better way is there to learn about delivering an amazing customer experience than examining how the best in the business do it? Respondents were asked a series of questions on topics including their customer experience programs , introducing new technology, and optimizing human capital. Optimizing technology.

Technology 170

Technology Brands Customer Experience Omnichannel 170

Forrester's Customer Insights

MARCH 26, 2024

To meet customers in their moments, marketers must design, execute, and optimize interactions across the full range of devices, channels, and touchpoints where consumers engage with a brand. Meanwhile, the marketing landscape continues to evolve with new technologies, data deprecation, and sophisticated consumers.

Technology 62

Technology Marketing Touchpoint Consumers 62

InMoment XI

MAY 30, 2024

By utilizing text analysis software, your business can be more efficient and realize benefits such as increased customer insights, improved operational efficiency, and others. These platforms often feature drag-and-drop interfaces, prebuilt templates, and interactive dashboards, making them accessible to just about anyone.

Social Media 260

Social Media 2024 Document Insights 260

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. Not that long ago, if we wanted to know what a customer thought, how they felt about interacting with your brand (website, store, call center, etc.), customer effort).

Customer Experience 493

Customer Experience Social Media Call Center Metrics 493

Forrester's Customer Insights

MARCH 26, 2024

I’m kicking off research on a new technology market! Our Digital Customer Interaction Solutions Landscape, Q1 2024 report is now live, and a Forrester Wave™ evaluation will be publishing in June. Guess what?

Interaction 32

Interaction 2024 Customers Technology 32

CSM Magazine

DECEMBER 21, 2021

In our last blog, we revealed how customers crave speed, convenience and emotional empathy when interacting with their favourite brands, a paradox that threatens the status quo of today’s contact centre. These double-edged customer expectations also present a unique opportunity to empower agents and enhance CX.

Technology 59

Technology Average Handle Time Omnichannel Blog 59

West Monroe

JULY 16, 2024

While this is primarily focused on the actual product, insights may also be used to inform other areas where customers are interacting with a company. A real-world example: Customers aren’t always external West Monroe has been working with St.

Insights 40

Insights Customer Insights Hospitality Government 40

Forrester's Customer Insights

JUNE 3, 2024

The future of human-machine interaction (HMI) will be drastically more humanlike in six ways — creative, conversational, perceptive, embodied, physical, and personified — as a result of six emerging technologies: generative AI, language AI, adaptive AI, somatic interfaces, spatial interfaces, and virtual people, respectively.

Technology 64

Technology Interaction User Experience Customer Centricity 64

InMoment XI

OCTOBER 9, 2024

Tools like InMoment’s Survey Builder enable customized survey design to help you capture customer insights easily and quickly while reducing survey fatigue. Ask your customers relevant and impactful questions. Leverage interactions with customers via live chat. Measure your CX performance.

Feedback 260

Feedback Social Media 2024 B2C 260

Centercode

JANUARY 8, 2021

We’ve often described modern technology as highly sophisticated, highly connected, and continuously iterative. It highlighted both the reliability of technology and its shortcomings. 2020 increased the stakes of everything, especially technology. High Stakes, High Consequences. See their ROI for yourself in this report.

2021 98

2021 Customer Insights Insights 2020 98

C3Centricity

MAY 25, 2020

Do you believe that using technology to understand customers is the only way today? In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! And then develop insights and actions. The latest technology is not going to make up for your lack of thinking!

Technology 89

Technology Information Consumers Retail 89

InMoment XI

JUNE 5, 2024

This placement highlights our fierce commitment to innovation, customer satisfaction, and delivering future-proof technological solutions—no matter your business needs. Non-Text Data Ingestion : Integrating non-textual data sources will provide a more complete view of the customer experience.

2024 260

2024 Social Media Innovation Document 260

CSM Magazine

AUGUST 13, 2024

How has communication changed the way you connect with your customers? Communication technology has transformed the customer experience, focusing more on personalization, quick responses, and smooth interactions. These technologies elevate the quality of customer interactions for more effective relationship management.

Management 52

Management Multi-Channel Loyalty Programs Customer Relationship Management 52

Optimove

OCTOBER 13, 2018

What is Customer Insight Marketing? Customer insight refers to having a deep understanding of your customers, their behaviors, their preferences and even their needs. Customer Insight Marketing Analysis, Strategy and Tools. You need to have the right customer insight tools at your disposal.

Customer Insights 40

Customer Insights Insights Marketing Retail 40

Interactions

JULY 19, 2024

Consumers want personalized experiences when interacting with brands. Personalization can lower customer effort while providing an enhanced experience. However, it has been an elusive goal considering many businesses lack a strategy on how to apply personalization in a way that maximizes the customer experience.

Insights 62

Insights Customer Experience Effort Score ROI 62

Interactions

JULY 19, 2024

Consumers want personalized experiences when interacting with brands. Personalization can lower customer effort while providing an enhanced experience. However, it has been an elusive goal considering many businesses lack a strategy on how to apply personalization in a way that maximizes the customer experience.

Insights 62

Insights Customer Experience Effort Score ROI 62

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 91

Customer Experience Contact Center Banking Technology 91

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. Not that long ago, if we wanted to know what a customer thought, how they felt about interacting with your brand (website, store, call center, etc.), customer effort).

Customer Experience 295

Customer Experience Social Media Call Center Metrics 295

CSM Magazine

OCTOBER 18, 2024

With the ability to generate human-like content such as text, speech, images and video, this groundbreaking technology will revolutionise customer experience (CX) like never before. This positions the technology to be hugely disruptive going forward. Generative AI continues to take the world by storm.

Customer Experience 52

Customer Experience Innovation Government Technology 52

ReviewTrackers

MARCH 17, 2017

South by Southwest (SXSW), the annual conglomerate of film, interactive media, and music festivals in Austin, Texas, continues to amaze its attendees. Amidst all the activity, the team also found the time to learn all the emerging new trends in technology at SXSW. . ReviewTrackers is all in on this particular technology trend.

Technology 79

Technology Social Media Healthcare Events 79

West Monroe

SEPTEMBER 21, 2022

The key issues discussed at the conference: Are not equipped with the necessary technology or capabilities to scale efficiently. Are unable to deliver a consistent and effective customer experience. Next, business units aren’t set to seamlessly communicate and share customer insights.

Interaction 52

Interaction Sales Insights Technology 52

Forrester's Customer Insights

FEBRUARY 16, 2024

Imagine having a butler who anticipates and serves your needs. In Gotham City, Alfred ensures Batman’s utility belt is always stocked. Just as Alfred faithfully supports Batman, your personal assistant earns your trust through silent understanding. Now think of this relationship in terms of your experiences with brands.

Interaction 57

Interaction Management Brands Customers 57

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

Thematic

AUGUST 22, 2024

To get the most value from customer feedback, VOC should be integrated and leveraged across your organization to improve customer experience. But that can be hard without the proper structures and technologies and if your research team is overwhelmed and under-resourced.

Government 62

Government Feedback Customer Insights Webinar 62

transcosmos Information Systems

OCTOBER 8, 2015

Technology has become an indispensable part of modern living. It goes without saying that businesses have tried to find ways to improve their customer service through the use of technology, so much so that customer service has become incomplete without it. It’s a byproduct of technological innovation.

Technology 103

Technology Customer Service Social Media Loyalty Programs 103

Interactions

JULY 24, 2019

Guest Ordering : Seamlessly integrate your existing back office technology–including POS, CRM, rewards, digital menus, and more with our Conversational AI. Separate complaints from compliments and monitor your restaurant brand in real-time, reply automatically, and see actionable customer insights.

Guest Experience 54

Guest Experience Interaction Social Media Omnichannel 54

Forrester's Customer Insights

APRIL 27, 2023

In a major, accelerating trend, interactions between people and machines are becoming more like those between people.

Interaction 45

Interaction User Experience Customer Centricity Technology 45

Forrester's Customer Insights

JULY 20, 2021

Marketing content has become the primary way for customer-facing teams to create dialogue as B2B buyer behavior changes and work-from-home limitations cause buyers to engage online to inform prospect and customer buying decisions. Content engagement solutions are an emerging market category that helps B2B […].

Interaction 67

Interaction Engagement B2B Marketing 67

CSM Magazine

AUGUST 10, 2017

We help organisations in media, retail, CPG and beyond to build vibrant customer insight communities. The group has a 7,500-strong customer insight community called ’The Inside Panel’, which helps generate a better understanding of consumers, creating more appealing advertising and content. Possibly not.

Customer Insights 40

Customer Insights Insights 2015 Customer Relationships 40

CSM Magazine

AUGUST 13, 2024

With the ability to generate human-like content such as text, speech, images and video, this groundbreaking technology will revolutionise customer experience (CX) like never before. This positions the technology to be hugely disruptive going forward. In a word – everything.

Innovation 52

Innovation Government Technology Customer Journey 52

Optimove

DECEMBER 14, 2023

What it means for marketers: Marketers will rely heavily on AI algorithms to meticulously analyze customer data, enabling them to deliver highly personalized, real-time content.  What it means for marketers : Short-form video, live streaming, and interactive video formats will be key to engaging audiences effectively. 

2024 119

2024 Marketing Consumers Download 119

CSM Magazine

NOVEMBER 30, 2016

Customer insight, data & analytics have become an integral part of customer experience. In The Big Book of Customer Insight, Data & Analytics , CX Network looks look at the rapid way the industry has accelerated in recent years and how these changes have impacted upon customer experience strategies across the globe.

Books 40

Books Customer Insights Insights Download 40