InMoment XI

NOVEMBER 14, 2024

With 64% of Internet users discovering brands via social media, getting your marketing on point is essential. Some of this activity could be relevant to your brand and industry. From brand mentions to product discussions, you gain insight into customer sentiment to help make informed decisions.

Social Media 195

Social Media Multi-Channel Metrics 2024 195

CSM Magazine

NOVEMBER 26, 2024

A well-designed customer journey has become essential for brand success, with 73% of consumers emphasizing that customer experience strongly influences their purchasing choices. In customer engagement, AI enables businesses to examine behaviors, trends, and preferences, leading to more personalized and meaningful interactions.

Interaction 52

Interaction Engagement E Commerce E-support 52

InMoment XI

NOVEMBER 26, 2024

A customer journey map is a visual representation of the journey a customer has with a company’s brand, products, services, and people. Customer journey maps may also be called customer interaction maps, customer corridors, or service blueprints. What is Customer Journey Mapping?

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

InMoment XI

OCTOBER 14, 2024

For instance, if they interact with the business once a week but receive feedback requests daily, they are likely to stop participating in future surveys altogether. It’s always worth remembering that while your customers might love interacting with your business, they don’t necessarily love filling out your feedback forms.

2024 195

2024 Hospitality Feedback Healthcare 195

InMoment XI

OCTOBER 23, 2024

Customer experience in banking refers to the thoughts, opinions, and feelings customers have about every interaction with your financial institution. From visiting your physical branch to paying an electricity bill through your app, each interaction with a touchpoint contributes to a customer’s perception of your business.

Banking 195

Banking Customer Experience Financial Touchpoint 195

eglobalis

JULY 31, 2024

Marketing technology (MarTech) is pivotal in enhancing CX by integrating data, automating processes, and enabling personalized interactions sometimes in real-time. By delivering customized content experiences, businesses can enhance engagement, drive more meaningful interactions, and increase customer satisfaction.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

InMoment XI

FEBRUARY 13, 2017

Today’s connected world and ever-present technology have changed the way we think about engaging with companies. Whether you’re a major corporation, or a bustling startup, people expect their interactions to be something that wows them. Simple ads are important, but they are just a piece of the puzzle. View Article

Loyalty 358

Loyalty Brands Marketing Presentation 358

eglobalis

JULY 25, 2024

In the USA, customer expectations drive companies to innovate continuously, whereas in Europe, the traditional focus on operational efficiency and product excellence can overshadow the need for exceptional customer interactions. The rapid advancements in CX in Asian countries present both a challenge and an opportunity for Europe.

Customer Experience 494

Customer Experience Innovation Customer Centricity Culture 494

eglobalis

JULY 2, 2024

B2B vs. B2C Perspectives In B2C environments, where transactional interactions are straightforward and brand loyalty is clearer, NPS can serve as a reliable indicator of customer advocacy and satisfaction. Customer Satisfaction (CSAT) : Evaluates satisfaction with specific interactions or transactions.

NPS 461

NPS Feedback Net Promoter Score B2C 461

InMoment XI

SEPTEMBER 14, 2023

This article delves deep into the critical role that reputation management plays in determining a brand’s success. We’ll explore how effectively managing public perception can significantly impact your brand’s credibility, consumer trust, and financial outcomes.

Brands 195

Brands Management Social Media Feedback 195

BlueOcean

JULY 9, 2024

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. The way we interact with people and brands has changed—and consumer spending priorities have evolved just as fast. Big brands—ones with significant human and financial resources—remain ahead of the game.

Loyalty 177

Loyalty Brands 2027 Average Handle Time 177

InMoment XI

JANUARY 9, 2024

B2B customer experience can refer to the interactions and overall relationship between a business and its business customers. It may also refer to a digital benchmark: your customers’ interactions on your website, mobile app, or software dashboard. Great customer experiences help your brand achieve differentiation.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

Retently

NOVEMBER 29, 2024

Think about it: from the moment you meet, every glance, every word, and every interaction paints a picture. Key Takeaways First impression surveys are most effective when sent immediately after a key interaction , such as a website visit, a purchase, onboarding, or customer support. First impressions in business? Let’s break it down.

Events 120

Events Feedback Interaction E-support 120

Retently

NOVEMBER 13, 2024

One of the most innovative ways brands are leveling up their CX is through Virtual Fitting Rooms (VFRs). In this article, we’ll explore how Virtual Fitting Rooms benefit customers and brands, from boosting customer confidence and reducing returns to increasing sales and loyalty. Let’s dive in!

Retail 144

Retail Social Media Technology Brands 144

GetFeedback

JUNE 12, 2019

The short answer: Customer experience (CX) is a term used to define all interactions that a customer has with your brand. Customer experience is how your customers perceive their interactions with your company. Norman’s definition implies that UX includes all interactions, which sounds a lot like CX, right?

User Experience 329

User Experience Customer Experience Reference Customers 329

TechSee

DECEMBER 11, 2024

Each of these predictions is based on an analysis of the leading service trends in 2024 presented at conferences, as well as those most discussed by influencers, reporters and analysts. Looking ahead, 2025 presents exciting opportunities to refine and expand these innovations. Outcome : Progress at last!

2024 109

2024 2025 Omnichannel Social Media 109

Interactions

MARCH 14, 2025

At Interactions, weve been dotting the is and crossing the ts on data security and compliance concerns for two decades. While our company mission is to make every interaction between our clients and our customers effortless, we also apply that same ethos to our role as a partner. You choose exactly how we manage your data.

Financial 62

Financial Interaction Call Recording Social Media 62

InMoment XI

JUNE 2, 2022

It’s no secret that customer onboarding is one of the most crucial (and oftentimes challenging) stages in a customer’s journey with your brand. Indeed, the onboarding process usually ends up setting the tone for their subsequent interactions with your employees, their perception of your messaging, and even their product experience (PX).

Presentation 397

Presentation Feedback Customers Insights 397

InMoment XI

DECEMBER 15, 2022

It has also changed the way that your customers interact with you. Especially when considering the rapid evolution of social-based interactions, even data from the previous quarter might not accurately reflect how your customers are behaving. Watch the full presentation here!

Social Media 397

Social Media 2019 Metrics Customer Journey 397

InMoment XI

OCTOBER 20, 2022

We heard from award-winning CX speakers from some of Europe’s biggest brands—TRUMPF, ASOS, Brakes, Primark, Solus, BD Medical, NatWest and Euro Car Parts, as well as thought-provoking keynotes from InMoment Global Leader, CMO Kristi Knight, and Stan Swinford, CEO and Founder of NPSx by Bain & Company.

Customer Experience 397

Customer Experience Culture Workshop Events 397

InMoment XI

NOVEMBER 19, 2024

AI-powered transcriptions help doctors record and review patient interactions to make informed decisions. Contact Centers In customer service, contact center AI hallucinations can damage brand credibility. It won’t be able to produce accurate predictions or information when presented with inputs it hasn’t seen before.

Reference 195

Reference Contact Center Healthcare Financial 195

Retently

OCTOBER 23, 2024

This means knowing when to listen, where to improve, and how to turn interactions into growth opportunities. To truly grasp their audience’s needs and preferences at each stage of the journey, brands often rely on surveys as their go-to tool.

Retail 109

Retail NPS Touchpoint Feedback 109

GetFeedback

JUNE 22, 2019

73% of customers want brands to make the shopping experience more personal. Your NPS survey question should be written in character with your brand. Remember that 75% of customers want a consistent experience with your brand — regardless of the channel they use to contact you. And there are some very good reasons for doing this.

NPS 304

NPS Net Promoter Score Feedback Brands 304

BlueOcean

OCTOBER 4, 2023

Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. We would wager, that even with the evolution of AI, brands serving consumers in the Americas will continue to benefit from providing support in French, Spanish, and, for some organizations, Portuguese through a live agent model.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

InMoment XI

FEBRUARY 24, 2022

To help your brand along, here are three essential tips to close the gap between the C-Suite and CX teams. The challenge is how do you present those metrics in a way that makes executives regard them as crucial data points? So how do you get executives to see and empathize with the customers they don’t interact with on a daily basis?

ROI 370

ROI Metrics Presentation Webinar 370

C3Centricity

DECEMBER 10, 2024

The consumer landscape is transforming profoundly, presenting CPG companies with challenges and immense opportunities. Each trend signals a shift in consumer priorities, urging brands to adopt innovative approaches to thrive. Consumers seek brands that can make the digital experience feel human, immediate, and relevant.

2025 108

2025 Consumers Competitive Advantage 2024 108

CX Accelerator

JUNE 8, 2020

Interact with the chatbot on your website. Present your product roadmap and get valuable customer input. How many times have you commented on a social media post from a brand only to never receive a response? Listen to the voice of employee. Use your product. Surf the website. Navigate your IVR. Learn about your competitors.

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

Retently

MARCH 11, 2025

In a market where consumers have endless choices, 73% say a great experience influences their brand loyalty more than price or product. That means a CX Manager isnt just responsible for handling customer concerns; theyre shaping how customers feel about the brand, turning one-time buyers into lifelong fans.

Management 115

Management Customer Experience Roadmap NPS 115

CloudCherry

JULY 10, 2019

Sometimes, you may not even realize how elements of customer service are present in the most basic user interactions. You will also have access to what other customers are saying about the product, and from these reviews, you can gauge how well-received/trustworthy the brand is. Customer-to-customer interactions.

Customer Service 231

Customer Service Customer Experience E Commerce E-support 231

ShepHyken

NOVEMBER 5, 2024

What role does artificial intelligence play in enhancing customer service interactions? Fortunately, we now have the technology to elevate the experiences we can deliver to our customers. Technological advancements, especially in AI, present many opportunities for organizations to enhance customer service and experience.

Customer Service 75

Customer Service Social Media Customer Service Representative Communication 75

Experience Investigators by 360Connext

JUNE 22, 2021

The relationship between a brand and its customers is like any other relationship. Those are important parts of the customer journey, but the overlooked opportunities may lie in the customers who are drifting away from the brand due to neglect. These are customers who are not happy or just “meh” about what your brand does for them.

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

Retently

OCTOBER 16, 2024

Without adding any extra steps or disrupting your recipient’s flow, you can gather real-time insights with every interaction. For example, after a customer service interaction, the support rep’s signature might include a simple “ How did I do? rating with clickable smiley faces. So, why are they so efficient?

Feedback 134

Feedback Customer Satisfaction Touchpoint Communication 134

eglobalis

OCTOBER 1, 2024

Additionally, integrating CRM systems with collaborative platforms can provide Sales and CX teams with real-time customer data, enabling more personalized and effective customer interactions. For example, a retail company might map out their customer’s journey from discovering their brand via a digital ad to purchasing in-store.

2020 450

2020 Customer Journey Mapping Culture Innovation 450

GetFeedback

JULY 19, 2019

We can agree there are more customer interactions than ever before, and some of that is our own fault. With advances in and the rapid adoption of technology, we’re able to interact with customers in different ways and places all along the customer journey. Some are calling CX the new marketing, others are calling it the new brand.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

Experience Investigators by 360Connext

APRIL 16, 2015

But many brands aren’t keeping up, leaving the door wide open for competitors to reap the rewards of meeting these demands. If you like the picture presented, you swipe one way, and if you don’t like the picture, you swipe another. So why aren’t more brands, retailers and services offering this type of experience?

Customer Expectations 282

Customer Expectations Retail User Experience Social Media 282

GetFeedback

NOVEMBER 20, 2018

We know how hard it can be to monitor daily customer interactions as well as their underlying business impact when you serve customers across so many channels. ” A customer satisfaction (CSAT) score is then calculated based on the response and this sums up the quality of customer interactions across the business.

Customer Satisfaction 257

Customer Satisfaction Net Promoter Score Social Media Customers 257

InMoment XI

NOVEMBER 20, 2023

It goes beyond the traditional methods of customer feedback analysis, offering a sophisticated approach that enables brands to stay ahead in an intensely competitive landscape. With AI, brands spend less time analyzing text-heavy analytics and more time making smarter decisions to drive change.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243