InMoment XI

MARCH 18, 2024

Integrated customer experience ensures understanding, prioritising, and taking action for amplified customer satisfaction and business growth. This phase goes beyond mere data collection; it’s about turning that data into a goldmine of insights that guide your path to success.

Insights 260

Insights Multi-Channel Webinar Social Media 260

InMoment XI

FEBRUARY 16, 2024

Understanding and responding to customer needs is paramount for business success, however, many businesses find themselves grappling with the challenge of harnessing the full spectrum of customer voices. Surprisingly, a staggering 85% of valuable customer data remains untapped, residing in various teams, systems, and silos.

Multi-Channel 260

Multi-Channel Touchpoint Social Media Customer Voice 260

InMoment XI

AUGUST 3, 2023

Mastering unstructured data analytics is going to be key for any business wanting to improve the customer experience , and succeed in today’s business environment. Leveraging unstructured data analytics is the key to transforming this raw data into actionable insights that can transform your customer experience strategy.

Customer Insights 488

Customer Insights Insights White Paper Social Media 488

InMoment XI

FEBRUARY 12, 2024

In the midst of today’s bustling and intricate business landscape, deciphering the ever-evolving wants and needs of customers can feel like navigating through a maze. However, creating an integrated CX program can make this easier than you might think. What is Integrated Customer Experience (CX)?

NPS 260

NPS Net Promoter Score Effort Score ROI 260

InMoment XI

SEPTEMBER 29, 2022

Collecting data with no way to use it is like learning to drive without a car; it just doesn’t make sense. For retail banks, and most organizations, collecting data is only half the battle in the world of customer experience. 5 Strategies for Retail Banks to Get the Most Out of Their Customer Data.

Banking 493

Banking Retail White Paper Omnichannel 493

InMoment XI

MARCH 27, 2024

With online reviews, social media comments, and public customer feedback making a major impact on the reputation of automotive businesses — car dealerships, auto repair shops, service centers, parts retailers, etc. On the other hand, 76% of consumers will stop doing business with you after just one bad experience.

Automotive 260

Automotive Management Social Media 2024 260

InMoment XI

MAY 2, 2024

In retail, the power of the review is stronger than ever. To manage your reputation and actively use customer feedback in your business operations, you need to implement strategies that are efficient, effective, and scalable. Almost all consumers, 95% to be exact, will read an online review before purchasing a product.

Retail 260

Retail Customer Retention Management 2024 260

InMoment XI

JANUARY 19, 2024

In an increasingly data-driven world, it is no longer enough to understand the past. Successful businesses utilize prescriptive analytics to aid in data-driven decisions that will improve their bottom line. Your business can use analytics to drive success and improve customer experiences.

Events 260

Events E Commerce Retail Insights 260

InMoment XI

JANUARY 16, 2024

Artificial Intelligence (AI) is being used by more and more businesses every day. Contact Center AI, also known as contact center artificial intelligence is the technology that leverages artificial intelligence and machine learning to optimize customer interactions within a contact center. What is Contact Center AI?

Contact Center 260

Contact Center Virtual Agent E Commerce E-support 260

InMoment XI

NOVEMBER 30, 2023

That’s why maintaining a positive brand reputation is crucial for business success. Consumers today rely heavily on online information and reviews, making brand reputation management a top priority. It involves monitoring, influencing, and maintaining the overall sentiment surrounding a business to ensure a positive image.

Brands 378

Brands Management Multi-Channel Social Media 378

InMoment XI

MARCH 5, 2024

Any successful business knows that understanding their customers is key to success. The best way to do that is by being able to understand the vast amounts of unstructured data that come with customer interactions. What is Unstructured Data? What Are the Characteristics of Unstructured Data?

Customer Experience 260

Customer Experience Social Media Innovation Competitive Advantage 260

InMoment XI

MARCH 4, 2022

Since the inception of the industry, targeted surveys have been seen as a foundational listening and research tool that leverages strategic questions to collect data from a specific group of customers. You can also leverage other, more general surveys that ask broader questions in order to identify more specific populations to survey.

Customer Experience 556

Customer Experience Touchpoint Employee Experience Customers 556

InMoment XI

FEBRUARY 2, 2024

The event brought in senior leadership from analytics, CX, insights, and VoC programs from 44 different brands, all with the common goal: sharing how integrated CX is making groundbreaking changes to their companies, customer experiences, and the market as a whole.

Hospitality 260

Hospitality Call Center Retail NPS 260

InMoment XI

NOVEMBER 28, 2023

In the digital age, platforms such as Yelp, Google, Facebook, and Tripadvisor wield unprecedented influence over consumers’ purchase decisions. Recognizing this, top brands and businesses are integrating review management into their marketing strategies. What is Review Management? According to research, over 99.9%

Management 346

Management Marketing Social Media Feedback 346

InMoment XI

FEBRUARY 5, 2024

Google reviews are synonymous with success in today’s business environment. Whether you operate in retail, financial services, insurance, or any other industry, consumers will not purchase your product or services if you have poor Google business reviews. Some people may think that Google reviews are out of their control.

2024 260

2024 Competitive Advantage Consumers Feedback 260

InMoment XI

APRIL 25, 2024

So it is up to the organization to earn that trust and prove to the consumer that they are deserving of their business and can be trusted with their finances. Based on data and market research, we’ve pulled together some reputation management strategies that are most likely to land with your customers and improve your brand reputation.

Financial 260

Financial Management 2024 Banking 260

InMoment XI

AUGUST 15, 2023

In this article, we delve into the world of predictive analytics tools, their pivotal role in the customer experience industry, and why businesses can’t afford to overlook their potential. Predictive analytics tools are the modern-day wizards of data-driven decision-making. What Are Predictive Analytics Tools?

Customer Experience 260

Customer Experience Retail ROI Insights 260

Experience Investigators by 360Connext

AUGUST 1, 2023

As a customer experience leader, it’s crucial to understand the potential of AI and how to leverage it effectively to elevate and not deduct from the customer journey. These tools offer efficient customer support, streamline data management, and provide personalized experiences for customers. This isn’t just a CX issue.

Customer Service 143

Customer Service Customer Experience Customers Leadership 143

CX University

MAY 6, 2024

Real-time feedback, which captures customer sentiment and insights immediately after an interaction, is a powerful tool in the CX arsenal. By leveraging real-time customer surveys, businesses can gather valuable insights and respond to customer needs in near real-time.

Touchpoint 52

Touchpoint Competitive Advantage Feedback Customer Relationship Management 52

Experience Investigators by 360Connext

NOVEMBER 2, 2021

In business-to-consumer (B2C) organizations, customer personas are typically about the main shopper or buyer of the product. In business-to-business (B2B) organizations, personas often focus on the professional role the customer has within the client organization, including their likely title and department.

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

Lumoa

FEBRUARY 7, 2023

How do you collect VoC data? How to make customer-centric decisions based on VoC Creating a full overview of the Voice of Customer What is the Voice of the Customer (VoC)? By utilizing VoC, businesses can gain valuable insights into how their customers truly feel about their products, services, and overall brand image.

Customer Centricity 169

Customer Centricity Voice of Customer Social Media NPS 169

SurveySparrow

MARCH 24, 2024

In the fast-paced world of business, customer feedback plays a vital role in shaping and improving products, services, and overall customer experience. The information obtained during the discovery phase helps in defining the scope, features, and functionalities of the customer feedback tool.

Feedback 52

Feedback Multi-Channel Customer Insights Insights 52

Lumoa

JANUARY 24, 2024

Whatever shape the feedback takes, it contains valuable information that can be used to improve your business’ performance. That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. Have you ever traveled to a country where you didn’t speak the language?

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

CSM Magazine

APRIL 25, 2024

In today’s fast-paced market, businesses across the UK face numerous hurdles in attracting and retaining customers. Businesses must navigate these waters carefully to build a loyal customer base. Here are some of the biggest challenges businesses encounter and strategies to overcome them.

Social Media 52

Social Media Multi-Channel Touchpoint Customer Centricity 52

Team Support

MARCH 7, 2024

In today's highly competitive business environment, a company's success hinges on its ability to provide effective customer support. The Power of TeamSupport TeamSupport has the potential to transform your customer support operations. Let's discuss how team collaboration and customer intelligence can enhance your team's performance.

Exceptional Customer Service 52

Exceptional Customer Service Customer Satisfaction Omnichannel Communication 52

Team Support

MARCH 7, 2024

In today's highly competitive business environment, a company's success hinges on its ability to provide effective customer support. The Power of TeamSupport TeamSupport has the potential to transform your customer support operations. Let's discuss how team collaboration and customer intelligence can enhance your team's performance.

Exceptional Customer Service 52

Exceptional Customer Service Omnichannel Customer Satisfaction Communication 52

Thematic

APRIL 3, 2024

Use a Voice of the Customer (VoC) program to get a clear understanding of what they really want and expect from your business. By systematically collecting and analyzing this rich data, you gain insights that drive meaningful improvements across the customer journey. Say, a proportion of these high-repeat customers start to drop off.

Social Media 62

Social Media Feedback NPS Insights 62

Retently

APRIL 5, 2024

Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations. It’s the primary sales channel that will determine how these businesses are categorized.

Retail 78

Retail Engagement Customer Experience Loyalty Programs 78

BirdEye

FEBRUARY 23, 2023

Artificial Intelligence (AI) is taking the world by storm, transforming how local businesses operate and interact with customers through digital channels. Let’s explore how Birdeye is leveraging AI for use by its customers. From that data, you can easily identify and track trending themes and leverage that intel in your campaigns.

Customer Experience 94

Customer Experience Touchpoint Books Social Media 94

Retently

MARCH 14, 2023

In today’s fast-paced business environment, customer feedback has become an invaluable resource for brands striving to stay ahead of the curve. Product reviews and Net Promoter Score (NPS) surveys are commonly used to measure customer experience and collect zero-party data. Quite a difference, wouldn’t you say?

NPS 146

NPS Net Promoter Score Customer Satisfaction Feedback 146

Team Support

APRIL 23, 2024

In an industry where both innovation and solid relationships are vital, cutting-edge technology plays a significant role in business success. Understanding the Importance of Customer Support Customer satisfaction is a necessity for the longevity of a successful business.

Technology 52

Technology Social Media Customer Satisfaction Innovation 52

BirdEye

SEPTEMBER 14, 2023

You might be nervous about adopting artificial intelligence (AI) within your business model. Rapid development in AI technology gives small businesses all kinds of solutions that can improve operations in a big way. AI for small businesses enhances customer experiences, reduces operational costs, and increases production.

Financial 110

Financial Social Media Consumers Insights 110

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? In this article, we’ll explore five innovative and creative ways to leverage AI for sentiment analysis. Firstly, it is time-consuming and labor-intensive, making analyzing large volumes of data impractical.

Social Media 83

Social Media Feedback Banking Automotive 83

Retently

MARCH 11, 2024

Key Takeaways Post-event surveys are key to capturing attendee experience, gauging event success, and informing future event planning by offering insights into what aspects of the event were successful and what areas could be improved. Are you curious about the genuine reactions of your attendees after they experience your event?

Events 119

Events Feedback Insights Presentation 119

Horizon CX

APRIL 30, 2024

Organizational Transformation: The Role of Customer Experience Professionals Introduction Organizational transformation is often perceived as an elusive goal, reserved for C-suite executives with immense power and influence. That may be true in many instances, but the reality is more nuanced. It can be done, but it will require resilience.

Customer Centricity 52

Customer Centricity 2024 Competitive Advantage Culture 52

Thematic

APRIL 17, 2024

Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. We've put together this essential guide to analyzing customer experience data, to help you drive better business decisions and improve revenue. What is Customer Experience Analytics?

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62

Thematic

APRIL 17, 2024

Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. We've put together this essential guide to analyzing customer experience data, to help you drive better business decisions and improve revenue. What is Customer Experience Analytics?

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62