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

InMoment XI

NOVEMBER 13, 2024

It provides rich insight into specific pain points. This will help you better understand and serve customers. Lowering the churn rate contributes to a stronger, more loyal customer base. It provides a competitive advantage. With insights into customer behavior, you can act faster and smarter than competitors.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

InMoment XI

OCTOBER 25, 2024

Proactively managing your restaurant’s reputation enhances your brand image and makes your business more appealing to potential customers. It gives restaurants a competitive advantage. Through its partnership with InMoment, it collected real-time feedback and analyzed it for deep insights into customer behavior.

Feedback 195

Feedback Management Social Media 2024 195

eglobalis

DECEMBER 4, 2024

Proponents of this narrative argue that real-time insights, predictive algorithms, and automation will eliminate the need for CX teams, claiming CX will naturally integrate into every process. Claims like these often serve as strategies to generate attention, but its crucial that they offer meaningful insights. Maybe in 100 years.

2030 417

2030 B2B Culture Government 417

InMoment XI

OCTOBER 23, 2024

Customers expect to walk into a branch and want to immediately feel valued. Needless to say, providing a memorable customer experience in banking should be a top priority for all financial institutions. In a period of financial anxiety, customers are looking for institutions they can trust.

Banking 195

Banking Customer Experience Financial Touchpoint 195

InMoment XI

APRIL 3, 2024

Your brand needs to deliver on all fronts in order to create a memorable experience for these customers. Customer Expectations First of all, customers want and are coming to rely on the digital experience. With InMoment, getting and analyzing customer feedback has never been easier. Let’s get into the details.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

InMoment XI

DECEMBER 10, 2024

This information guides product development to better fulfill customer needs and goals. It gives you a competitive advantage: Your product and business improvements will likely enhance customer satisfaction. As a result, youll succeed in retaining and acquiring customers to increase your market share.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

InMoment XI

JULY 13, 2023

The panelists engaged in insightful discussions, sharing their organisational challenges and best practices, while attendees were to engage in polls aimed at answering three key questions on preparedness, challenges, and changes related to Consumer Duty. What Have Been Your Biggest Challenges in Getting Ready for Consumer Duty?

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

Thematic

FEBRUARY 24, 2025

That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Companies that actively apply customer insights boost retention, loyalty, and competitive advantage.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. But CX isnt just about making things easier its a major competitive advantage. Customer Support Teams Ensuring issues are resolved quickly and with a personal touch.

Management 115

Management Customer Experience Roadmap NPS 115

Thematic

MARCH 2, 2025

This staggering statistic highlights why businesses must prioritize customer insights and invest in analysis tools to understand their audience better. So, what are customer insights? Customer insights are actionable understandings derived from customer data that help businesses improve their strategies.

Customer Insights 62

Customer Insights Insights Social Media Feedback 62

InMoment XI

MAY 14, 2022

The customer stories shared at various touch points throughout the customer journey not only capture the thoughts, feelings, and attitudes within each unique experience, but confirm the congruence—or lack thereof—between customer expectations and the reality of the experience delivered. Wrapping Things Up.

Brands 370

Brands Loyalty Retail Competitive Advantage 370

Thematic

FEBRUARY 12, 2025

Then you’ve probably seen how one viral tweet, a trending hashtag, or a wave of customer complaints can shift public perception overnight. In this digital age, brands need more than just social listening—they need real-time insights to stay ahead of the conversation. This insight directly informs product development.

Social Media 62

Social Media Insights Feedback Brands 62

InMoment XI

SEPTEMBER 12, 2023

Competitive analysis offers you this lens. This article will walk you through how to conduct an effective competitive analysis, interpret the results, and turn those insights into actionable strategies. These are areas where you have the opportunity to differentiate your business and gain a competitive advantage.

Marketing 195

Marketing Competitive Advantage Return on Investment Poor Customer Service 195

eglobalis

OCTOBER 9, 2024

Challenges : Balancing internal resources with customer expectations is always a challenge. It’s important to set realistic timelines and communicate them clearly to customers. Actionable Suggestion : Conduct a competitive analysis to assess whether the requested feature offers a genuine competitive advantage.

Feedback 511

Feedback ROI Innovation B2B 511

Eptica

OCTOBER 25, 2017

Date: Wednesday, October 25, 2017 Turning customer experience into competitive advantage. Author: Vincent Giraud Customer experience is becoming the primary differentiator for brands , whatever industry they are operating in. How can brands overcome these challenges and turn experience into competitive advantage?

Competitive Advantage 56

Competitive Advantage Customer Experience Social Media 2017 56

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. Understanding Customer Experience Management (CEM) Let’s start at the beginning.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Interactions

NOVEMBER 11, 2024

We discussed the complexities of CX in the retail industry and explored how brands can keep pace with ever-changing consumer expectations in a tech-driven market. Today’s customers expect immediate, personalized, and frictionless experiences, whether they’re browsing online or walking through a physical store.

Retail 62

Retail Competitive Advantage Contact Center Innovation 62

BlueOcean

JULY 12, 2018

While this has been our viewpoint for years, it’s a realization that is finally taking the B2B world by storm, as more companies realize the competitive advantage a strategic partnership affords them. For more insight, read this article > Related: The Evolution of Self-Serve Customer Service. Look no further.

Customer Care 185

Customer Care Contact Center Competitive Advantage B2B 185

Alida

SEPTEMBER 22, 2016

Giving customers a seat at the decision making table #VCSummit #nswartgallery pic.twitter.com/7kDSYh28fC. Heidi Martin, strategy and insights consultant at Art Gallery of New South Wales, said that CX pros need to drop their preconceptions about the customer journey. Take advantage of new methodologies in research innovation.

2016 267

2016 Innovation Marketing Insights 267

GetFeedback

MARCH 1, 2019

Over recent years, we’ve seen an indisputable shift in customer expectations — from receiving great service to having amazing customer experiences. In this post, we’ll share our key features that help companies put their customers in focus and, in doing so, effortlessly deliver great customer experiences.

Customer Experience 186

Customer Experience Competitive Advantage Omnichannel Feedback 186

CSM Magazine

JANUARY 9, 2025

It’s a scenario that plays out countless times across businesses every day, and it’s costing more than just time it’s eroding the seamless digital experience that today’s customers expect. The burden of compliance transforms from a daily challenge into a natural part of the customer experience.

Customer Experience 52

Customer Experience Competitive Advantage 2025 Webinar 52

Think Customers

APRIL 10, 2025

Why CX Needs to Be Aligned with Business Strategy CX directly impacts revenue Companies with superior CX achieve higher customer lifetime value (CLV) , lower churn , and increased cross-sell and upsell opportunities. Action Point: Ensure all CX-related technology investments align with overall business transformation objectives.

B2B 52

B2B Net Promoter Score Effort Score Financial 52

InMoment XI

SEPTEMBER 5, 2024

This customer-centric focus is crucial for developing products, services, and experiences that align with what customers truly want. VoC data is also a valuable source of insights for innovation. Solicit customer feedback to evaluate new ways of gaining a competitive advantage.

Net Promoter Score 195

Net Promoter Score Metrics Voice of Customer Touchpoint 195

Kayako

JULY 19, 2016

It means being proactive, and resolving customer issues/roadblocks before they happen. And when customers do contact your team, the more you know about who they are, what they’re doing, the insight into their history, and what they’re trying to achieve, the better support you can provide. We want to hear from you!

Competitive Advantage 50

Competitive Advantage Customer Service Loyalty Customer Centricity 50

InMoment XI

JUNE 13, 2024

In today’s data-driven world, businesses generate and accumulate vast amounts of text data from various sources, including customer feedback , social media, emails, and internal documents. However, extracting meaningful insights from this unstructured data can be challenging. This is where text mining comes into play.

Social Media 195

Social Media Document Contact Center Insights 195

CSM Magazine

MARCH 19, 2025

Customer Expectations Have Changed Modern customers expect instant responses when they contact support teams. AI-powered translation enables companies to respond in real-time, ensuring faster resolution times and increased customer satisfaction.

E Commerce 59

E Commerce E-support 2030 Competitive Advantage 59

InMoment XI

FEBRUARY 8, 2024

Competitive Advantage Organizations that optimize their contact centers are better positioned to differentiate themselves in the market by delivering superior customer service. This can contribute to a competitive advantage and increased customer loyalty.

Contact Center 195

Contact Center Multi-Channel Social Media Competitive Advantage 195

InteractionMetrics

MARCH 13, 2025

You need to know what customers are actually saying so you can identify key themes, uncover root causes, and take meaningful action. We provide comprehensive text analysis services that include sentiment analysis to deliver actionable insights you can use to improve the customer experience.

Customer Experience 52

Customer Experience Customer Satisfaction Social Media Metrics 52

GetFeedback

JANUARY 12, 2020

airline industry, is rightly concerned with delivering the value customers expect, and so will not “fix” individual touchpoint issues even when customers request. This is a key point: you won’t get insight into cross-journey issues unless you include the entire journey! Best wishes, and have a good trip!

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

Thematic

APRIL 8, 2025

Done wrong (or not at all), feedback ends up in a “black hole” — collected but never acted upon​, leaving customers feeling ignored and businesses operating on guesswork instead of insights. Siloed Insights & Missed Signals Often, feedback is collected but not shared widely. The good news?

Feedback 62

Feedback NPS Insights Customers 62

Alida

FEBRUARY 1, 2017

The study, called Wantedness, reveals eye-opening insight on what it takes to attract and retain customers. Business leaders who are serious about becoming more customer-led can learn a lot from this fascinating study. For this reason, insight into your customers’ lives has never been more important. “My

E-support 159

E-support Competitive Advantage Touchpoint Consumers 159

Thematic

MARCH 26, 2025

Insights from consumers inform the development of new products and features, leading to tangible changes in how companies approach product development." " And that’s not in product development; customer feedback is important even in other departments—marketing, customer support, and more. ."

Feedback 62

Feedback Social Media Customers E-support 62

InMoment XI

JANUARY 2, 2023

As competition and buyer empowerment compounds, customer experience (CX), is proving to be the only truly durable competitive advantage. Not only does exceptional customer experience make customers happier, it drives desirable customer behavior. More purchases and renewals.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

InMoment XI

FEBRUARY 14, 2024

It’s easy to fall into the trap of thinking that customer expectations are always changing, and you’ll never be able to keep up. However, all your customers want the same thing: to be able to interact with their brand on their terms. What are the Advantages of Omnichannel Customer Experience?

Omnichannel 195

Omnichannel Customer Experience Social Media E Commerce 195

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 195

Hospitality Call Center Retail NPS 195

GetFeedback

JANUARY 19, 2020

Winning (25%): “outcomes can be quantified” or “created a competitive advantage.”. Surveys can certainly help, but don’t forget to use verbatim comments, argues Lynn Hunsaker, chief customer officer at ClearAction Continuum: You already have a treasure trove of insights on-hand; make use of them for outside-in perspective.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365