eglobalis

NOVEMBER 3, 2024

This deeper level of insight requires more than surface-level data; it involves building continuous engagement practices, establishing feedback loops, and leveraging data analysis to capture meaningful insights.

B2B 524

B2B Culture Innovation Loyalty 524

BlueOcean

MARCH 3, 2025

Successful Procurement Planning in the Contact Center Peters insight is highly valuable for any sector, but especially in the contact center industry. For more insight, read our recent article on questions to ask in the contact center procurement process , or skip right to our list of contact center RFP questions.

Insights 156

Insights Contact Center Culture Customer Journey Mapping 156

InMoment XI

OCTOBER 15, 2024

InMoment’s reputation management software helps increase both the volume and quality of customer feedback, providing businesses with more actionable insights. How to Uncover Authentic VoC Insights to Improve Experiences? A Better Way to Capture Online Reviews Get authentic reviews.

Insights 195

Insights 2024 Feedback Contact Center 195

eglobalis

NOVEMBER 12, 2024

Foster Cross-Functional Collaboration Effective CX requires an organization-wide effort, with insights flowing freely between departments. When teams work together and share insights, clients experience seamless service that feels informed, proactive, and personalized.

Customer Centricity 524

Customer Centricity B2B Consulting Feedback 524

eglobalis

NOVEMBER 26, 2024

With practical strategies, global examples, and insights into cultural and operational dynamics, we’ll explore how empathy can evolve into a strategic driver of business outcomes, ensuring it delivers more than words—it delivers results. Let’s connect, and share your insights!

B2B 514

B2B B2C Culture Workshop 514

InMoment XI

AUGUST 3, 2023

While traditional customer feedback is a goldmine of insights that can drive business growth, a substantial portion of this valuable feedback lies in unstructured data. Leveraging unstructured data analytics is the key to transforming this raw data into actionable insights that can transform your customer experience strategy.

Customer Insights 366

Customer Insights Insights White Paper Social Media 366

Experience Investigators by 360Connext

APRIL 1, 2025

You discover powerful insights that transcend industries and reveal universal truths about creating exceptional experiences. ” Both have created what they call “closed-loop” feedback systems where they not only collect insights but transparently communicate the actions they’ll take as a result.

Insights 143

Insights Healthcare Customer Experience 2025 143

eglobalis

FEBRUARY 3, 2025

We will delve into ten key areas where AI is transforming CX , provide examples of enterprise technology companies that have been using AI for over eight years, and offer practical insights on how your company can leverage these advancements. surveys, social media, reviews) to identify trends and actionable insights.

B2B 424

B2B Customer Experience 2014 2015 424

eglobalis

OCTOBER 30, 2024

AI-driven insights into employee sentiment foster well-being, directly boosting customer satisfaction through improved service. AI is transforming these systems by providing continuous, data-driven insights into employee performance. Faster hiring process. Enhanced well-being.

Employee Experience 483

Employee Experience 2028 Telecommunications Customer Satisfaction 483

eglobalis

JANUARY 13, 2025

Designed for seamless integration with CRM systems, it offers real-time insights, proactive recommendations, and automation to streamline workflows. Additionally, well examine key implementation challenges and offer actionable insights for successful adoption.

Marketing 434

Marketing E-support E Commerce Social Media 434

eglobalis

NOVEMBER 19, 2024

In a previous article, I explored Enhancing Customer Experience Through Strategic Experimentation: A Comprehensive Guide , which you might find useful if you’re looking for more practical insights. Challenges: Developing intuitive AI systems that feel “natural” to users requires deep insights into human behaviour.

B2B 533

B2B Innovation Healthcare Culture 533

InMoment XI

NOVEMBER 12, 2024

When an organization is tuned in to social media conversations, it gives them insights that influence everything from customer service protocols to marketing strategies and product updates. 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

Experience Investigators by 360Connext

NOVEMBER 12, 2024

As Jeannie Walters shares her insights, we’re eager to hear how you’ll implement these strategies and invite you to continue this journey with us, turning what might seem like setbacks into strategic advantages. This isn’t just about damage control; it’s about creating a win-win-win scenario for everyone involved.

Feedback 143

Feedback Insights Culture Innovation 143

eglobalis

JUNE 10, 2025

Artificial Intelligence (AI) is reshaping the design process by automating routine tasks, uncovering nuanced user insights, and enabling real-time, hyper-personalized experiences. Feedback volume rose dramatically, enabling more frequent and richer UX insights.

Innovation 324

Innovation B2B User Experience Competitive Advantage 324

Retently

MARCH 17, 2025

Key metrics to include (or skip) Actionable insights that go beyond the data and help drive real improvements. Ideal for customer support & CX managers who need real-time insights to prevent issues from escalating. Helps align CX insights with product, marketing, and logistics teams to drive bigger-picture improvements.

Insights 90

Insights NPS Metrics Customer Satisfaction 90

eglobalis

JANUARY 7, 2025

This article provides a step-by-step guide to practically applying Design Thinking, detailed explanations of each step, insights into how B2B companies use it daily, and examples of real business cases. This comprehensive guide breaks down each step of the Design Thinking process with detailed insights into how it is implemented practically.

B2B 326

B2B Innovation User Experience Customer Centricity 326

eglobalis

JANUARY 20, 2025

This article explores ten key drivers of B2B loyalty , offering actionable insights supported by real-world examples. Companies can further enhance relationship management by leveraging customer relationship management (CRM) tools like HubSpot or Salesforce, which centralize customer data and provide actionable insights.

B2B 450

B2B Loyalty Workshop Loyalty Programs 450

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. By the time results are compiled, the insights are stale and any issues have festered.

Banking 359

Banking NPS B2B Social Media 359

InMoment XI

MARCH 21, 2025

It provides real-time insights on everything from their pain points to their purchasing triggers, helping you improve experiences and increase sales. What Are Conversational Intelligence Insights? Conversational intelligence insights are findings derived from assessing customer conversations with or about your brand.

Insights 195

Insights Sales Interaction Metrics 195

eglobalis

MAY 13, 2025

or risk missing key insights from busy executives who have no patience for survey fatigue. The payoff is richer insight. By treating unstructured feedback as equal in importance to survey metrics, companies move from a partial view of CX to a panoramic one, where every conversation is a source of insight.

B2B 312

B2B Multi-Channel Feedback 2025 312

Thematic

APRIL 30, 2025

The answer lies in harnessing customer engagement insights—the rich clues hidden in how your customers behave and what they say. In this guide, we’ll explore what customer engagement insights are, why they matter, and nine actionable ways to use them to boost loyalty. What Are Customer Engagement Insights?

Loyalty 62

Loyalty Customer Engagement Insights Engagement 62

InMoment XI

NOVEMBER 18, 2024

Better Product Development Customer behavior insights can allow your company to make data-driven decisions about product offerings. If your business can effectively analyze and utilize customer behavior insights, you can stay ahead of your competitors by being more innovative and customer-focused.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

eglobalis

JUNE 17, 2025

Strategic Insight: Agentic AI as Journey Conductor The real breakthrough is not prediction—it is autonomous orchestration. Companies like Telstra have adopted this format, improving alignment across CX, marketing, and product teams.

2023 318

2023 Customer Journey Mapping 2024 Insurance 318

eglobalis

APRIL 23, 2025

Zendesk provides CX leaders with quarterly insights showing how its automation reduced ticket volume, how CSAT scores improved, and where cost per contact fell. Techniques That Enable Personalization at Scale Modular Architecture : Products and services are built with flexible, configurable components (e.g.,

B2B 339

B2B Measurement Customer Journey ROI 339

InMoment XI

NOVEMBER 21, 2024

The process helps you build a rich dataset that provides insight into customer behavior. Voice of Customer analysis enables you to capture these key insights for customer satisfaction and retention. VoC insights help businesses make data-driven decisions for customer experience (CX) improvements.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

Thematic

JUNE 9, 2025

Learning to unlock that story through qualitative data analysis is the key to deeper insight. In this article, we’ll explore why qualitative data is important for boosting your CX KPIs, and how turning verbatim feedback into actionable insights can drive real improvements. Rapid insight means rapid action. The result?

Feedback 62

Feedback Insights Net Promoter Score Metrics 62

InMoment XI

JUNE 16, 2025

It also highlights where your team may be missing the mark, giving you the insight you need to coach agents more effectively and improve future conversations. Use those insights to adjust policies, refine training, and close the gaps that impact customer experience. Then, take action.

Call Center 195

Call Center Customer Experience Net Promoter Score Average Handle Time 195

InMoment XI

DECEMBER 18, 2024

For example, a call transcription tool prevents the need to listen to lengthy recordings and provides quick insight into customer experiences. These insights ensure agents dont miss out on valuable information they can use to satisfy and retain clients. They provide real-time insights through live call transcripts and sentiment scores.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

eglobalis

JUNE 3, 2025

It will explore global cases, AI integration, strategic alignment, and real quantitative insights to support one core claim: CX is not just part of the journeyit is the journey. These insights inform coaching calls, renewal prep, and NPS programs, creating a closed-loop model where Success can forecast and prevent churn.

Customer Success 390

Customer Success Net Promoter Score NPS Airlines 390

Thematic

JUNE 4, 2025

There’s even an approach that leans on researcher insight, but that’s a story you can get from our reflexive thematic analysis article.) A busy insights team can move from blank page to board-ready report in a single workday. Here are two big ones that can lead to missing important new insights. Not at all.

Insights 62

Insights Definition Feedback E Commerce 62