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 260

ROI CEM Net Promoter Score Customer Experience 260

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

JUNE 21, 2022

That means it’s time to take what you’ve learned and start doing the work to elevate your experience program! . We heard from award-winning customer experience speakers from some of Australia’s biggest brands—Craveable Brands, The NRMA, Rest Super, Foxtel, and JAX Tyres & Auto—not to mention two of InMoment’s global leaders.

Customer Experience 260

Customer Experience Workshop 2022 Events 260

InMoment XI

AUGUST 23, 2023

What is Customer Experience Transformation? 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. As customer preferences change and new technologies emerge, businesses that fail to adapt risk being left behind.

Customer Experience 260

Customer Experience Omnichannel Innovation Loyalty 260

InMoment XI

OCTOBER 19, 2021

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. Let’s look into it.

Customer Experience 493

Customer Experience Social Media Call Center Metrics 493

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. What Are Predictive Analytics Tools? Predictive analytics tools are the modern-day wizards of data-driven decision-making.

Customer Experience 260

Customer Experience Retail ROI Insights 260

Lumoa

APRIL 28, 2024

78% of customers have backed out of a purchase due to a poor customer experience (CX). The pressure is rising for businesses to step up their CX game. That’s where customer experience platforms come in. In This Article: Why You Need a Customer Experience (CX) Platform Platform Overview Which Platform Fits Your Needs?

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Feedback Multi-Channel Consulting Social Media 83

InMoment XI

JULY 12, 2023

How exactly do you do this? A well-designed CX strategy can be the main aspect that helps you attract and retain your customer base, so you don’t want to leave anything up to change. So how do you guide customers through these stages? What does their interaction look like? How are their questions answered?

Customer Experience 260

Customer Experience Social Media Touchpoint Net Promoter Score 260

InMoment XI

MARCH 7, 2023

In the latest episode of the XI Café Podcast, we interviewed Marina Strbac, who leads the Membership Experience Team at the New Zealand Automobile Association (NZAA). In the latest episode of the XI Café Podcast, we interviewed Marina Strbac, who leads the Membership Experience Team at the New Zealand Automobile Association (NZAA).

Engagement 260

Engagement Customer Journey Mapping Customer Centricity Metrics 260

InMoment XI

NOVEMBER 30, 2023

In this comprehensive guide, we will delve into the intricacies of brand reputation management, exploring strategies, key components, pitfalls to avoid, and the role of online and employee reputation management. What is Brand Reputation Management? Doing this allows you to cultivate a strong and recognizable presence in the market.

Brands 378

Brands Management Multi-Channel Social Media 378

InMoment XI

APRIL 5, 2024

To be successful, you’ve got to watch out for inaccurate data such as sampling bias, framing bias, and most importantly, response bias. What is Response Bias? Unfortunately, if you aren’t getting accurate data from your surveys because of response bias, you can’t rely on it to improve experiences for your customers and employees.

Feedback 260

Feedback Reference Hospitality Workshop 260

InMoment XI

OCTOBER 19, 2021

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. Let’s look into it.

Customer Experience 295

Customer Experience Social Media Call Center Metrics 295

TechSee

FEBRUARY 19, 2024

Are LLMs the right way approach to CX automation? What other infrastructure and investments are required? We will have to dive a bit deeper to understand if LLMs are truly capable of CX automation in your business. Pros of LLM-Powered CX Automation Reduced Costs Automation should significantly reduce overheard.

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Virtual Agent Interaction Document ROI 124

Experience Investigators by 360Connext

AUGUST 1, 2023

Here are a few ideas to explore the benefits, challenges, and best practices for integrating AI into your customer experience strategy. (It 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

Lumoa

JANUARY 8, 2024

AI tools are changing the way we analyze customer feedback. This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. There’s an avalanche of text data out there. What’s the intensity of these sentiments? Their customers?

Social Media 157

Social Media Feedback User Experience Insights 157

CloudCherry

DECEMBER 1, 2018

A CEM platform is nothing without a little help from its friends. And we at CloudCherry say this as a full-featured CEM platform ourselves. We’ve invested a ton of time and energy into building the easiest, quickest integrations with the tools our clients already rely on. And here’s why. They don’t track customer action.

CEM 186

CEM ROI Metrics 2018 186

TechSee

MARCH 11, 2024

In this post, we will provide some core concepts you will need to understand the Conversational AI landscape better and, ideally, find the right Conversational AI for CX partner for your particular needs. Many Conversational AI providers offer integrated reinforcement learning, which improves AI performance over time.

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Culture Virtual Agent Innovation Technology 124

CloudCherry

OCTOBER 4, 2018

Combining the data from a CRM and a CEM is a perfect pairing – like wine and cheese or peanut butter and jelly. Together, a CRM + CEM can provide a well-rounded picture of what your customers are doing, and help to predict what they do next. What is a CRM? What is a CEM? What is a CEM?

CEM 249

CEM Insights NPS Metrics 249

CloudCherry

OCTOBER 4, 2018

Combining the data from a CRM and a CEM is a perfect pairing – like wine and cheese or peanut butter and jelly. Together, a CRM + CEM can provide a well-rounded picture of what your customers are doing, and help to predict what they do next. What is a CRM? What is a CEM? What is a CEM?

CEM 244

CEM Insights NPS Metrics 244

Think Customers

MAY 1, 2024

This article is published through a partnership with the European CX Organisation (ECXO). To understand them, we must consider the unique and specific context of enterprise software, which differs significantly from consumer software in terms of user expectations, purchase processes, and implementation scale.

ROI 52

ROI B2B Sales Customer Success 52

COPC

MARCH 11, 2024

Below, we present the culmination of our insights with critical questions that leaders need to consider throughout the employee lifecycle. The Proof is in the Data Figure 1 provides a definitive snapshot of how job satisfaction influences employees’ intentions to stay with their current employers. See Figure 2.

Call Center 99

Call Center Contact Center Culture Engagement 99

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. But the question arises – how to do it? Let’s start by understanding what exactly is a Customer Experience Management Software. The tool has taken CXM a step beyond.

Customer Experience Management 52

Customer Experience Management 2024 Customer Experience Management 52

CloudCherry

MARCH 28, 2019

CX insights can help you connect experience to your business goals, beat the competition and deliver a consistently delightful experience to your customers. At CloudCherry, we want to disrupt the customer experience industry. There’s a lot of noise out there about what CX teams should be doing.

Insights 231

Insights CEM NPS ROI 231

Experience Investigators by 360Connext

NOVEMBER 12, 2019

“We’re unique, and so are the CX challenges we face.” ” That’s what we like to believe. We like to believe this about ourselves, our brands and our customers. Check out some of the interviews that I and Stephanie Thum conducted on SAP CX Facebook page.).

Brands 160

Brands Technology Customer Experience Professionals Connections 160

Thematic

APRIL 3, 2024

What’s happening? You’re not face-to-face with these customers, so you need a way to understand what’s happening. Use a Voice of the Customer (VoC) program to get a clear understanding of what they really want and expect from your business. Say, a proportion of these high-repeat customers start to drop off.

Social Media 62

Social Media Feedback NPS Insights 62

Interactions

MAY 6, 2024

Further, the recent boom of Generative AI has exponentially changed the landscape, and the rapid pace of development has left CX and customer service leaders grappling with a new set of challenges. Leaders, in such situations, as they’ve done in the past, ask: What’s in it for me? It’s what we do with AI that counts.

Interaction 62

Interaction Customer Service Omnichannel Innovation 62

Lumoa

FEBRUARY 14, 2024

The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. This is because CX involves many factors that are outside your direct control.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

SurveySensum

FEBRUARY 14, 2024

But how do we do that? Now, you’re probably wondering, “But how do I effectively gather and utilize this feedback?” In this blog, we’re going to delve into the best employee feedback tools. So, let’s start by understanding what is employee feedback and why businesses need to focus on it.

2024 52

2024 Feedback Culture Demo 52

SurveySparrow

FEBRUARY 18, 2024

What is it that’s making you look for a Customer Thermometer Alternative? Do you find it complex, or is it too simple for your liking? The team and I spent a whole day finding the best alternatives to this customer feedback platform. Oh, hey, we might start with an overview of the tool.

2024 52

2024 Multi-Channel E Commerce Tourism 52

SurveySensum

MARCH 15, 2024

What is a Market Research Tool? A market research tool is a software or platform designed to assist businesses and researchers in gathering, analyzing, and interpreting data related to markets, consumers, and competitors. Analyze Your Target Market with the CX Experts at SurveySensum! All of this in a few seconds.

2024 52

2024 Marketing Demo NPS 52

Kustomer

JANUARY 7, 2024

And we give them a lot of credit — over the years, Intercom has evolved into an innovative customer service software with all the bells and whistles, offering best in class tools like real-time chat support, proactive messaging, guided product tours, resolution bot, omnichannel support and tons of integrations.

2024 97

2024 E Commerce E-support Social Media 97

Thematic

JUNE 28, 2023

If you work in customer experience (CX), then hold on to your hat - in this article I’ll explore how LLMs can make a radical difference in your work. To get started, I used an LLM - in this case, OpenAI’s GPT-4, to outline ways in which LLMs will affect CX. Personalization has been in place in for a long time.

Customer Experience 62

Customer Experience Social Media Call Center Customers 62

Beyond Philosophy

AUGUST 25, 2022

For those who read this newsletter, you know that Customer Science is where we have a convergence of artificial intelligence (AI), data, and behavioral sciences. Effectively, it’s doing something for the customer before they ask for it to be done. If the people you hire understand what a journey like this is, even better.

Contact Center 147

Contact Center Hotels Social Media Interaction 147

SurveySensum

FEBRUARY 28, 2024

Do you crave honest feedback in your employee surveys? Do you want to uncover the real issues your employees are facing? This is why we’ve compiled a selection of the top 10 anonymous feedback tools for you to explore, tailored to your business requirements. What is an Anonymous Feedback Tool?

2024 52

2024 Feedback Demo Social Media 52

SurveySensum

NOVEMBER 1, 2023

SurveySparrow is a customer feedback platform that allows businesses to create and distribute surveys, collect responses, and analyze data. What sets it apart from traditional survey tools is its focus on providing a more conversational and interactive survey experience. How Did We Evaluate SurveySparrow Alternatives?

Multi-Channel 52

Multi-Channel Culture Feedback 2023 52

SurveySensum

OCTOBER 12, 2023

InMoment is a customer feedback platform that helps you understand the voice of your customers , get actionable insights from qualitative feedback, and auto-categorize unstructured feedback from surveys, online reviews, support tickets, and more. How Did We Evaluate InMoment Alternatives? But with InMoment the integrations are limited.

2023 52

2023 NPS Feedback Metrics 52

Lumoa

SEPTEMBER 8, 2021

The most successful companies require next-generation customer experience management tools and strategies to analyze all data points in real-time and provide up-to-date, actionable insights faster across all teams in your organization. Measure CX without Surveys Online and email surveys, at best, have a response rate of 30%.

Customer Experience Management 83

Customer Experience Management CEM Customer Experience Management 83