CSM Magazine

DECEMBER 3, 2024

For example, e-commerce platforms are utilizing AI driven recommendation systems to boost sales through personalized product recommendations while the healthcare sector is transforming processes by analyzing medical information with the help of AI technology. Gain an edge by utilizing AI features that differentiate you in the market.

Competitive Advantage 52

Competitive Advantage Consulting E Commerce E-support 52

eglobalis

OCTOBER 9, 2024

Consider the Broader Market Demand It’s essential to determine whether the feature is a unique request or if it represents a larger trend across multiple customers. On the other hand, if several clients or different market segments are asking for similar features, this could indicate a significant market need that warrants attention.

Feedback 511

Feedback ROI Innovation B2B 511

InMoment XI

SEPTEMBER 12, 2023

In today’s cut-throat market, differentiating your brand is more important than ever. 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. Why is this important?

Marketing 195

Marketing Competitive Advantage Return on Investment Poor Customer Service 195

TechSee

MAY 19, 2021

As 2021 gets underway, new technologies to improve customer service are emerging, that help businesses boost their service levels while still keeping a firm eye on their bottom line to ensure business continuity in a challenging economic environment. . New Technologies to Improve Customer Service.

2021 159

2021 Technology Customer Service Competitive Advantage 159

InMoment XI

OCTOBER 24, 2024

Competitive Advantage While most companies claim to be customer-obsessed, a recent study showed that only 15% are actually customer-obsessed, meaning their business is focused on growing by delivering value to their customers. Some are more geared towards marketers and sales teams, while others focus on customer support.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. Miller explained the ‘Authenticity Lifecycle,’ which is a business model that infuses authentic engagement with marketing, innovation and customer experience activities.

2016 267

2016 Innovation Marketing Insights 267

TechSee

APRIL 10, 2018

As businesses increasingly realize that leveraging the power of technology creates a clear competitive advantage, the future of the BPO industry has become dependent on its willingness to adopt new growth and BPO technology trends that will serve as a value multiplier for their offerings. Customer-Driven Opportunity.

Call Center 139

Call Center Technology Competitive Advantage 2016 139

InMoment XI

JULY 13, 2023

Furthermore, the concept of “substantive compliance” was emphasized as a means to exceed expectations and gain a competitive advantage. Firms should harness the benefits of data and technology to improve their services and understand the outcomes they achieve for their customers.”

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

InMoment XI

FEBRUARY 6, 2024

In today’s digital landscape, the importance of social media marketing cannot be understated. Moreover, businesses that effectively harness unstructured data may gain a competitive advantage. Social Media Marketing Builds Brand Reputation Social media marketing is also a powerful brand reputation management tactic.

Social Media 195

Social Media Marketing 2023 Advertising 195

InMoment XI

OCTOBER 23, 2024

Here are a few reasons why customer experience in banking is an even bigger competitive advantage than ever before: It helps build trust during uncertain times. Also, consider investing in self-service technologies such as interactive teller machines (ITMs) to handle basic transactions.

Banking 195

Banking Customer Experience Financial Touchpoint 195

InMoment XI

AUGUST 3, 2023

However, through the application of advanced technologies like Natural Language Processing (NLP), voice analytics, and predictive customer analytics , companies can now unlock the hidden potential of unstructured data, gaining deeper customer insights and improving decision-making processes.

Customer Insights 366

Customer Insights Insights White Paper Social Media 366

InMoment XI

FEBRUARY 23, 2024

Effective market segmentation is critical to that goal. Every business should know the ins and outs of how their marketing, advertising, and sales team measure up. What Is Market Segmentation? If not, that’s okay because market segmentation isn’t primarily concerned with how many customers you have.

Marketing 195

Marketing Customer Experience Return on Investment Consumers 195

InMoment XI

MAY 31, 2022

With the number of touchpoints a customer has with a brand increasing with the proliferation of technologies and channels, the need to create a consistent experience is critically important.” – McKinsey & Company. Once your team is assembled, ask Marketing to list out each key customer segment. Gather a Cross-Functional Team.

Customer Journey Mapping 396

Customer Journey Mapping Customer Journey Net Promoter Score Touchpoint 396

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. A strategic outcome in any area of business is to get ahead (and stay ahead) of the competition.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

OCTOBER 7, 2024

Use Case: “As a marketing manager, I need to be able to share business updates, promotions, and events via Google Posts, so that we inform and engage with our customers as they browse online and allow them to make better decisions.” Enhance Understanding: Add comments describing events and observations for specific areas of charts and graphs.

Events 243

Events Competitive Advantage Innovation 2024 243

InMoment XI

APRIL 9, 2025

Traditional forecasting processes often miss the mark as they dont account for the latest market changes or shifts in consumer preferences. Sales teams become flexible since they can adjust their outreach efforts based on market trends. It provides a competitive advantage. It boosts investor confidence.

Sales 195

Sales Competitive Advantage Omnichannel Social Media 195

BirdEye

MARCH 6, 2025

For marketers and CMOs, this spells opportunity. They are on the leading edge of a change that combines cutting-edge technology like AI with strategic customer engagement to scale efficiently and sustainably. Lets take a closer look at why AI chatbots are a must-have tool for modern marketers. The result?

Customer Engagement 52

Customer Engagement Engagement Marketing Banking 52

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. It’s not just about adopting the latest technology—it’s about using it responsibly while keeping a clear focus on delivering genuine value.

Retail 62

Retail Competitive Advantage Contact Center Innovation 62

Retently

MARCH 11, 2025

Whether its analyzing product reviews, refining post-purchase experiences, or working with marketing and support teams to resolve issues, their job is to make shopping effortless and enjoyable. But CX isnt just about making things easier its a major competitive advantage. Personalization is another major focus.

Management 115

Management Customer Experience Roadmap NPS 115

InMoment XI

NOVEMBER 30, 2023

Doing this allows you to cultivate a strong and recognizable presence in the market. Reputation Management Software Managing your brand and business reputation requires more than just vigilance; it demands strategic precision and technological assistance. That’s where reputation management software comes into the picture.

Brands 284

Brands Management Multi-Channel Social Media 284

CSM Magazine

DECEMBER 17, 2024

It does not matter if you deal with retail, technology or even online gaming; providing support at any time of the day will increase customer satisfaction and loyalty. Around-the-Clock Accessibility Increases Convenience One advantage that is hard to miss with the 24/7 customer support is that it can be accessed easily.

Competitive Advantage 52

Competitive Advantage Customer Retention Customer Satisfaction Loyalty 52

TechSee

JULY 10, 2018

These technologies present unparalleled opportunities for improvement of the claims process, including the automation and visualization technologies that are transforming the insurance landscape. The Financial Advantage. The Competition Advantage.

Insurance 153

Insurance Competitive Advantage Innovation Customer Satisfaction 153

Optimove

FEBRUARY 17, 2025

How AI is Transforming CDPs Download Now >> Why it Matters: This post demonstrates how the Marketing Rule of 7 can transform fleeting interactions into sustained customer relationships by emphasizing the importance of repeated, personalized touchpoints. What Is the Marketing Rule of 7?

Retail 52

Retail Customer Engagement Multi-Channel Engagement 52

GetFeedback

JUNE 9, 2019

In fact, according to Capterra , there are over 300 different customer experience tools currently on the market. You might think that using all the latest resources will give you a competitive advantage. Choose CX tools with chatbot technology. CX tools are dominating the software space.

Competitive Advantage 277

Competitive Advantage Social Media Communication Customer Experience 277

BlueOcean

OCTOBER 4, 2023

Likewise, we know that offering live agent support for Spanish consumers is a competitive advantage in many markets in the U.S. You’ll want to ask about labor markets, hiring timelines, retention stats and more. and, obviously, for brands serving consumers in Mexico and South America, Spanish is a necessity.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

InMoment XI

FEBRUARY 8, 2024

Improved Agent Productivity Providing agents with the necessary tools, training, and technology to perform their tasks efficiently. Competitive Advantage Organizations that optimize their contact centers are better positioned to differentiate themselves in the market by delivering superior customer service.

Contact Center 195

Contact Center Multi-Channel Social Media Competitive Advantage 195

Think Customers

APRIL 10, 2025

CX can be a competitive advantage When products and pricing are similar, superior customer experience can be the differentiator that wins new business and retains existing clients. Action Point: Ensure all CX-related technology investments align with overall business transformation objectives. Below is a step-by-step approach.

B2B 52

B2B Net Promoter Score Effort Score Financial 52

InMoment XI

JULY 23, 2024

Brands that prioritize this aspect of business often find themselves leading the market, while those that neglect it struggle to compete in a crowded landscape. In a competitive market, providing an exceptional customer experience can be a key differentiator that sets your brand apart.

E Commerce 195

E Commerce Measurement Customer Experience E-support 195

Win the Customer

NOVEMBER 29, 2024

In today’s competitive market, understanding your customers’ experiences is paramount. Informed Decision-Making: Customer journey maps provide valuable insights that can inform product development, marketing strategies, and customer service initiatives.

Customer Journey Mapping 59

Customer Journey Mapping Customer Journey Touchpoint Social Media 59

CSM Magazine

NOVEMBER 4, 2024

Today, in this globalized world, businesses of any size want to expand their reach and exploit new markets beyond borders. Being able to communicate well with customers in your customers’ mother tongues is a very important element of success in chances of entering and competing successfully in an international market.

Customer Experience 52

Customer Experience 2030 Culture Competitive Advantage 52

Alida

JUNE 23, 2017

With the acquisition, Amazon, one of the most valuable brands in the world, is now officially in the grocery market. With Amazon’s technological horsepower behind it, Whole Foods will have the engine required to build an unbeatable innovation engine. Contrary to popular belief, Amazon’s biggest competitive advantage is not innovation.

Retail 153

Retail Competitive Advantage 2013 Customer Centricity 153

GetFeedback

MARCH 20, 2019

In fact, according to the Gartner group , great customer experience is a major competitive advantage—with more than two-thirds of marketers saying their companies compete mostly on the basis of CX. Companies that make customer voice (and by default CX initiatives) a priority are more likely to surpass those that don’t.

Customer Voice 210

Customer Voice Net Promoter Score Customer Centricity Competitive Advantage 210

CSM Magazine

MARCH 19, 2025

As AI technology continues to evolve, its clear that AI translation will soon become a standard tool for businesses worldwide. The Rise of Global Commerce E-commerce, SaaS companies, and global enterprises now cater to international markets more than ever before. The Growing Need for AI in Customer Support 1.

E Commerce 59

E Commerce E-support 2030 Competitive Advantage 59

InMoment XI

FEBRUARY 2, 2024

In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond.

Hospitality 195

Hospitality Call Center Retail NPS 195

Alida

JULY 26, 2016

At the 2016 Asia Pacific Customer Intelligence Summit , over 200 professionals from marketing, market research, innovation and customer experience gathered for a day of learning and networking and to celebrate the achievements of the most customer-centric companies in the region. Don’t think of market research as a department.

2016 162

2016 Customer Experience E Commerce Insurance 162

CSM Magazine

OCTOBER 30, 2024

Whether you’re looking to expand your team, improve training programs, or invest in new technologies, securing the right funding is crucial for scaling your customer service operations. In this article, we’ll explore several funding options to help you enhance your customer service capabilities and stay ahead of the competition.

Customer Service 52

Customer Service Government Competitive Advantage Financial 52

CSM Magazine

OCTOBER 24, 2024

In 2024, the top AI technologies utilised by UK online retailers included: Gen AI for translations and copy writing – 57%; AI trained and powered customer service chat bots – 43%; gen AI for marketing content – 33%; AI informed product search – 31%; and AI for cleaning and enriching product data – 25%.

2025 52

2025 Roadmap Retail 2024 52