InMoment XI

NOVEMBER 21, 2024

The process helps you build a rich dataset that provides insight into customer behavior. The next step is identifying patterns in this data to help you better understand your customers. Voice of Customer analysis enables you to capture these key insights for customer satisfaction and retention.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

eglobalis

MARCH 30, 2025

In sum, while surveys like NPS are easy to administer and benchmark, they often fail to capture the depth, immediacy, and drivers of customer sentiment. This recognition has grown over the 2010s, to the point that Gartner predicted over 75% of organizations would abandon NPS as a sole success metric by 2025, but this did not happen yet.

Banking 326

Banking NPS B2B Social Media 326

Lumoa

FEBRUARY 9, 2023

Artificial Intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. Both groups of technologies can be utilized to make analytics more actionable.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167