Thematic

MARCH 30, 2025

more likely to have real-time access to product and customer information. Context-Aware Personalization: Tailor communications using history, behavior, and sentiment in one place. That’s where customer service insights step in: helping leaders uncover where agents struggle and how to improve their performance.

Information 62

Information Insights Customer Service Airlines 62

eglobalis

MARCH 13, 2025

Siloed Data and Systems: Customer information in B2B is often fragmented across sales, marketing, account management, and support. Utilize Visual Dashboards : Create visual representations of CX metrics to effectively communicate progress and impact to leadership.

Leadership 232

Leadership B2B B2C Net Promoter Score 232

InMoment XI

OCTOBER 30, 2024

Clear communication and self-service tools are crucial to their satisfaction. Life insurance customer experience : Life insurance customers need clear, simple communication about policy terms. They appreciate proactive communication on potential risks like weather hazards. This expectation stems from a need for convenience.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

eglobalis

OCTOBER 1, 2024

A siloed structure means that different departments operate in isolation, leading to communication gaps, disjointed strategies, and operational inefficiencies. For instance, if the company is launching a new product, this team ensures that all departments are informed and aligned on messaging, timelines, and responsibilities.

2020 440

2020 Customer Journey Mapping Culture Innovation 440

CSM Magazine

JANUARY 13, 2025

Balancing clear, effective communication with the need to protect sensitive data is a constant challenge. Why the Communication-Security Balance Matters Secure and seamless communication is the backbone of any successful customer service team. What happens?

Communication 52

Communication Customer Service Omnichannel Multi-Channel 52

eglobalis

JUNE 27, 2024

These insights inform the service standards and product offerings that will most effectively meet customer expectations. Data analytics is critical for processing vast amounts of information to uncover patterns and actionable insights. Effective communication ensures everyone understands and is committed to the CX vision.

Customer Experience 450

Customer Experience Customer Centricity Net Promoter Score Government 450

CSM Magazine

NOVEMBER 17, 2024

That’s particularly true for organizations that rely on old-school communications hardware and software to connect with customers, many of whom have decidedly modern ideas about what their CX should look and feel like. A unified communications platform that combines voice with more robust capabilities in other communications channels.

Communication 59

Communication Contact Center 2007 2024 59

InMoment XI

NOVEMBER 7, 2024

Over 80% of CRM leaders say that AI and automation make customer communication more personalized. This enables more relevant and targeted communication. This data-driven approach can help product teams make more informed decisions about future product features and communications.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

InMoment XI

DECEMBER 18, 2024

71% of customers expect personalized communication, and 76% are frustrated if contact centers cant meet these expectations. These insights ensure agents dont miss out on valuable information they can use to satisfy and retain clients. They provide a central platform for handling customer interactions across various channels.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

InMoment XI

OCTOBER 24, 2024

They aim to convert leads to closed deals, identify the most successful business activities, and manage the communication between businesses and current customers. These integrations allow users to communicate directly with customers via comments and direct messages.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

TechSee

NOVEMBER 27, 2024

When customers interact with a company, their expectations revolve around receiving prompt, attentive, and tailored communication. Tailored Communications Personalized service interactions involve understanding and addressing the unique needs and preferences of each customer. Encourage employees to escalate customer concerns promptly.

2025 124

2025 Customer Experience Customer Centricity Net Promoter Score 124

InMoment XI

DECEMBER 6, 2024

Here are some of the main challenges of customer experience management outsourcing: Loss of Brand Voice : Outsourcing can sometimes lead to inconsistencies in how your brand communicates with customers, which might impact customer trust. What Is a Full-Service Customer Experience Solution?

Customer Experience 195

Customer Experience Reference 2024 Download 195

InMoment XI

OCTOBER 17, 2024

A customer feedback questionnaire is a set of structured questions that aims to collect information from customers about their experience, opinions, and thoughts about your product or service. It will also help inform strategy on which improvements to make based on potential impact on customer experience.

Feedback 195

Feedback Insights Customers Banking 195

InMoment XI

OCTOBER 25, 2024

Online reviews are the most trusted source of information for most people interacting with a restaurant for the first time. Start by establishing communication protocols and training your staff on them. Every member needs to know the what, where, who, and how of communication during a crisis.

Feedback 195

Feedback Management Social Media 2024 195

InMoment XI

OCTOBER 22, 2024

Inconsistent or outdated information can confuse potential patients and harm your credibility. Social Media Presence : While not every doctor is active on social media, having a presence where you can engage with patients and share health-related information builds trust. For positive ones, thank the patient for their feedback.

Management 221

Management Healthcare Social Media 2024 221

InMoment XI

DECEMBER 10, 2024

This information guides product development to better fulfill customer needs and goals. Focus on Proactive Outreach Proactive communication is an important part of re-engaging at-risk customers. In fact, 77% of customers are willing to share personal information as long as they receive better experiences in return.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

InMoment XI

JANUARY 9, 2024

Here are some examples of how B2B companies are applying tactics designed to improve the customer experience: CRM platform HubSpot utilizes chatbots to connect with customers and encourage open communication. Maintaining open and proactive communication throughout the customer journey is also a critical aspect of B2B CX management.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

eglobalis

OCTOBER 9, 2024

Businesses must make informed estimates based on market trends, customer needs, and data. It’s important to set realistic timelines and communicate them clearly to customers. However, clear and consistent communication helps mitigate potential damage. Balancing urgency with thorough decision-making is key.

Feedback 509

Feedback ROI Innovation B2B 509

InMoment XI

NOVEMBER 18, 2024

Why Is Customer Behavior Analysis Important Customer behavior analysis provides information that helps businesses meet customer needs, build stronger relationships, and drive business growth. Informed Marketing Decisions Analyzing customer behavior allows you to craft more effective marketing strategies.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

InMoment XI

OCTOBER 29, 2024

Focus on effective communication. Build a community around your offerings. 94% of customers will spend more with businesses that offer their preferred mode of communication to contact customer service. Focus on Effective Communication Good communication builds trust and strengthens relationships. Express gratitude.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

InMoment XI

NOVEMBER 13, 2024

Active churn is when customers cancel their service and communicate their decision to the business. For example, a subscription that ends without renewal or communication from the subscriber. It informs effective marketing strategy. This might include personalized offers, targeted communication, or enhanced customer support.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

InMoment XI

JUNE 30, 2022

These frontline employees need strategic communication. It’s a tricky job to keep these employees engaged, but it’s possible with the right communication and action plan. . Again, employees can be a goldmine of information—but are you listening to them? What’s the key to incentivising these third party employees?

Customer Experience 396

Customer Experience Customer Retention Events Communication 396

Experience Investigators by 360Connext

NOVEMBER 30, 2021

A Customer Persona — and especially a CX-focused one — can help paint an accurate picture of your customer and communicate that across your organization, empowering your employees and leading to better outcomes across the board. Sometimes they include quotes and additional information about the goals of your customer.

Customer Experience 367

Customer Experience Customer Journey Mapping Customer Journey Touchpoint 367

InMoment XI

JUNE 8, 2023

InMoment® assists alphabroder in improving the employee experience (EX) to ultimately improve customer experiences (CX) by establishing an action-based employee experience improvement program that focuses on communication, development, and acknowledgement.

Apparel 372

Apparel Employee Experience NPS Feedback 372

InMoment XI

NOVEMBER 26, 2024

This often stems from poor internal communication, outdated technology, or inefficient processes. With this information, you can improve your customer experience and eliminate pain points. This type of journey map helps you understand what motivates a consumer at each stage, their questions, and the information they seek.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

BlueOcean

MARCH 24, 2025

Its straightforward information that will ensure that everybody is focused and on the same page. Once again, this should be fairly standard information, but making sure youre on the same page is critical so that nothing is overlooked and expectations are aligned. Who serves as the primary point of contact?

Contact Center 156

Contact Center Automotive Metrics Roadmap 156

Experience Investigators by 360Connext

JANUARY 5, 2022

You made these goals part of your Customer Experience Success Statement , which helped those in your organization understand not only what’s to know what’s most important for the year, but also how to communicate and measure that success. You did this by formal and informal communication strategies.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

Experience Investigators by 360Connext

DECEMBER 14, 2021

Communicate and support employees serving customers in bigger and more consistent ways. It also means considering how to inform customers about new rules or options. What do they need to know, hear and do to best communicate when things don’t go as planned? . It’s time to accept the “expected unexpected.” .

2022 372

2022 Customer Experience Airlines Customer Journey Mapping 372

eglobalis

JULY 2, 2024

By embracing a more nuanced approach, organizations can gain a comprehensive understanding of customer sentiment, facilitating more informed decision-making and enhancing overall customer satisfaction. For instance, a company’s operating profit number is useless without additional metrics and other supporting information.

NPS 450

NPS Feedback Net Promoter Score B2C 450

eglobalis

MARCH 30, 2025

To manage this flood of information, organizations increasingly rely on automation and AI. In B2C retail, brands analyze product review text to discern sentiment about product features, informing quick tweaks. A sudden drop in user engagement or a surge in support contacts can flag an issue immediately.

Banking 312

Banking NPS B2B Social Media 312

InMoment XI

OCTOBER 23, 2024

Proactively communicate with customers. Regular communication helps build trust and keeps customers engaged with your services. Proactive Communication Instead of waiting for customers to reach out and seek help, proactive communication aims to stay one step ahead of them. This will make it easier for users to navigate.

Banking 195

Banking Customer Experience Financial Touchpoint 195

Experience Investigators by 360Connext

JANUARY 7, 2025

Feed the data into your AI tool : Choose an AI tool to analyze your data, ensuring the solution will keep all customer information confidential. Remember : Any information you give to a free AI tool feeds the insights it gives to all users. Which communication channels do these personas prefer?

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

InMoment XI

NOVEMBER 22, 2024

It helps you collect and integrate customer data from every relevant source to avoid missing out on crucial information. As a result of its personalized, two-way communication, this method helps collect insightful feedback. Qualitative feedback provides the necessary information to better understand customer needs and expectations.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

CSM Magazine

FEBRUARY 4, 2025

However, achieving this level of communication requires specific training and continuous effort. Here are five impactful ways to train healthcare staff to ensure better patient communication while enhancing the overall patient experience. Helps create a system for addressing common communication challenges.

Healthcare 52

Healthcare Communication Workshop Culture 52

TechSee

DECEMBER 17, 2024

Here are some key issues: Dispersed Workforce Management: Coordinating widespread teams and ensuring they have the right resources and information at the right time can be daunting. Effective communication and resource allocation are critical but challenging to execute smoothly.

Customer Satisfaction 109

Customer Satisfaction Innovation Communication Technology 109

InMoment XI

AUGUST 24, 2022

There is so much more to communication than just the words we say. In fact, studies suggest that as much as 90% of communication is non-verbal. But it wasn’t until the advent of digital communication and big data mining that sentiment analysis became a viable business tool. Take sarcasm, for instance.

Definition 370

Definition Feedback Communication Social Media 370

Experience Investigators by 360Connext

AUGUST 3, 2021

They are designing customer feedback surveys and strategizing around the onboarding communications. They are communicating directly with customers and presenting to leaders. You will receive occasional emails with valuable information. We will never sell, share, or abuse your information. It IS a lot.

Customer Experience 380

Customer Experience Social Media Feedback Brands 380