InMoment XI

OCTOBER 23, 2024

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. Offer industry-specific solutions and insights. The insights provided opportunities for enhancing customer retention and satisfaction.

Banking 195

Banking Customer Experience Financial Touchpoint 195

InMoment XI

DECEMBER 9, 2024

Packed with useful insights, its your roadmap to a smarter, balanced, and customer-centric approach to AI. Packed with useful insights, its your roadmap to a smarter, balanced, and customer-centric approach to AI. The goal: anticipate needs, foster emotional connections, and make every touchpoint memorable. Want to learn more?

2024 195

2024 2025 Download Roadmap 195

eglobalis

JULY 25, 2024

Cultural Differences and Consumer Expectations One of the primary reasons the USA excels in CX is the cultural emphasis on customer satisfaction. Instead, they often base their insights on American thought leaders, which can diminish their credibility and the impact of their contributions.

Customer Experience 494

Customer Experience Innovation Customer Centricity Culture 494

eglobalis

OCTOBER 14, 2024

These pillars include the basics: customer journey mapping, touchpoint analysis, feedback loops, and internal operational alignment. For example, the customer expectations for a B2B tech company will differ significantly from those for a consumer-facing retail brand.

Customer Experience 454

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 454

InMoment XI

NOVEMBER 21, 2024

The process helps you build a rich dataset that provides insight into customer behavior. Voice of Customer analysis enables you to capture these key insights for customer satisfaction and retention. Their feedback across various touchpoints on the customer journey will highlight how you can better retain similar customers.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

GetFeedback

JUNE 12, 2019

When tasked with overhauling the customer experience (CX), business leaders often seek to identify the most critical customer touchpoints. The important touchpoints are a make or break–they determine whether customers choose to stay, whether customers upgrade or cancel and whether customers recommend you to their friends and family.

Touchpoint 199

Touchpoint Net Promoter Score NPS Customer Journey 199

InMoment XI

OCTOBER 25, 2024

Whether you are curious about other programs/ROIs, want to gain a better understanding of options in the market, or are insight-obsessed like us, you can gain unlimited access to all of our valuable calculators by simply entering your email. It’s important to deliver a consistently positive customer experience across all touchpoints.

Feedback 195

Feedback Management Social Media 2024 195

eglobalis

MARCH 13, 2025

Todays B2B buyers expect seamless, personalized experiences on par with their B2C consumer experiences. They want suppliers and partners who are easy to do business with, understand their needs, and provide consistent support across every touchpoint. At the same time, B2B customer expectations have risen.

Leadership 238

Leadership B2B B2C Net Promoter Score 238

eglobalis

JULY 31, 2024

Customer Experience Management (CXM) Software Tools like Qualtrics and Medallia as the leaders of this sector help manage and analyse customer interactions across different touchpoints. These platforms provide deep insights into customer feedback and behaviour, enabling businesses to make data-driven decisions to improve CX.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

InMoment XI

OCTOBER 30, 2024

It improves customer satisfaction across all touchpoints. By leveraging digital solutions and user-friendly interfaces, insurers can enhance customer satisfaction at every touchpoint. McKinsey & Company ) Virtual assistants are in use by only 16% of insurers, but 38% of consumers find value in AI-based communication.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

InMoment XI

NOVEMBER 16, 2023

Elevating Customer Experience Through Strategic Productivity Insights In a recent workshop conducted at the XI Forum 2023 in London by industry experts Simon Fraser, VP, Insights and Consultancy at InMoment, and Simon Hedaux, Founder of Rethink Productivity , the focus was on enhancing productivity to drive experience improvement within businesses.

Workshop 447

Workshop 2023 Healthcare Travel 447

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. Let’s go!

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

eglobalis

SEPTEMBER 16, 2024

Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints. This article delves into how to define and execute a B2B CX strategy, offering practical insights on how to implement it at both local and global levels.

B2B 382

B2B Customer Experience Customer Centricity Omnichannel 382

InMoment XI

NOVEMBER 15, 2023

With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. This method harnesses the power of data and insights to gain a deeper understanding of customers, their preferences, and their interactions with a company.

Insights 243

Insights E Commerce Customer Experience E-support 243

InMoment XI

OCTOBER 24, 2024

Customer Engagement Platform Customer engagement platforms, however, are external and focus on the interaction between customers and consumers. The Importance of Customer Engagement Platforms Today, 70% of consumers expect a response from a customer service team within the same day.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

InMoment XI

OCTOBER 29, 2024

Whether you are curious about other programs/ROIs, want to gain a better understanding of options in the market, or are insight-obsessed like us, you can gain unlimited access to all of our valuable calculators by simply entering your email. If you’re easy to find, contact, and buy from, they’ll become long-term consumers.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

C3Centricity

APRIL 19, 2025

There can be no doubt that today’s buyers have evolved into sophisticated decision-makers who demand more than just quality products to achieve consumer loyalty. Yet many mid-sized CPG companies remain trapped in a cycle of reactionconstantly trying to catch up to consumer expectations rather than anticipating and shaping them.

Consumers 62

Consumers Loyalty Brands 2025 62

InMoment XI

MARCH 21, 2025

It provides real-time insights on everything from their pain points to their purchasing triggers, helping you improve experiences and increase sales. What Are Conversational Intelligence Insights? Conversational intelligence insights are findings derived from assessing customer conversations with or about your brand.

Insights 195

Insights Sales Interaction Metrics 195

Thematic

APRIL 1, 2025

Improving your customer experience starts with a strong customer insights strategy. In simple terms, this strategy is your game plan for collecting and leveraging customer insights to drive better decisions. By the end, you'll know how to turn raw data into actionable insight. Importantly, break down data silos.

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

InMoment XI

NOVEMBER 13, 2024

It provides rich insight into specific pain points. With insights into customer behavior, you can act faster and smarter than competitors. Using these insights, you can create actionable customer segments based on customer behavior data. Regular testing and refinement are time-consuming but crucial for improving model accuracy.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

InMoment XI

DECEMBER 17, 2024

Another important aspect of this role is that it determines the best way to collect, analyze, and act on the voice of customer data at key touchpoints across the customer journey. InMoment Helps You Unlock More Insight from Your Data Starting Right Now. If it doesn’t, click on the download button. Download Now Exit this form 3.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

eglobalis

JULY 2, 2024

It’s essential to move beyond singular transactional satisfaction and focus on consistent, longitudinal insights to truly understand customer behaviour and preferences. European giants like Unilever and Siemens utilize NPS to gauge consumer sentiment and pinpoint areas for product line improvements.

NPS 461

NPS Feedback Net Promoter Score B2C 461

InMoment XI

JANUARY 9, 2024

The company also acts on insights from customer feedback in order to understand improve the skills of its support agents, enabling them to become better at serving PandaDoc customers. Conduct surveys, interviews, and regular feedback sessions to gather insights into their challenges and expectations.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

Thematic

MARCH 30, 2025

Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. Consider this: 70% of consumers say they can tell which companies use AI effectively—and which ones don’t. Instead, you need unified data analytics to connect every touchpoint and every voice.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

InMoment XI

OCTOBER 14, 2024

The Business Impact of Survey Fatigue Survey fatigue poses several challenges for businesses, making it difficult to capture valuable customer insights. Creating these types of questions can be time-consuming, which is where you can leverage the power of AI. Send Surveys in Proportion to Your Customer Interactions.

2024 195

2024 Hospitality Feedback Healthcare 195

InMoment XI

OCTOBER 10, 2024

Social media usage is growing every year, and the rate at which consumers are using social media to interact with brands is increasing with it. Social media management is important because social media is one of the main ways that consumers interact with your brand. Why is Social Media Management Important?

Social Media 195

Social Media Management 2024 Multi-Channel 195

eglobalis

OCTOBER 1, 2024

For example, Sales can provide insights on customer feedback directly to Marketing, allowing for more targeted campaigns. By working on this map together, each department can identify how their role impacts the customer at different touchpoints, encouraging collaboration across teams.

2020 450

2020 Customer Journey Mapping Culture Innovation 450

Thematic

MARCH 20, 2025

This happens when businesses make decisions without considering customer insights. They need a structured way to understand their customers, anticipate needs, and improve the user experience, so they need a customer insights framework. What is a Customer Insights Framework? Why Does it Matter? Just look at Atom Bank.

Customer Insights 62

Customer Insights Insights Net Promoter Score NPS 62

GetFeedback

JULY 19, 2019

Research reflects it, too: 76% of consumers expect companies to understand their needs and expectations. Too many companies focus on customer touchpoints. A touchpoint is any interaction that might influence the way your customer feels about your product, brand, or business. There can be dozens—even hundreds—of touchpoints.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

Retently

OCTOBER 23, 2024

Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction. This insight enables brands to develop a customer-centric strategy that enhances engagement and builds loyalty.

Retail 110

Retail NPS Touchpoint Feedback 110

InMoment XI

OCTOBER 20, 2022

Customer experience started out in the golden age of advertising, market research, and understanding consumers. Providing colleagues with valuable insight and giving them recognition leads to better employee experience and engagement, which in turn leads to a greater customer experience.

Customer Experience 397

Customer Experience Culture Workshop Events 397

Thematic

FEBRUARY 10, 2025

When used correctly, this tool will give you insights about your own business as well as your target market. The challenge is turning this chaotic information into clear, actionable insights, and that’s where text analytics steps in. Not only will it consume so much of your time, but it’ll also be prone to human errors.

Insights 62

Insights Net Promoter Score Social Media Telecommunications 62

GetFeedback

MARCH 20, 2019

You’ve got to design a survey that looks enticing to customers and can also get you the necessary insight. Research shows that 79% of consumers expect brands to get to know them on a personal level and provide tailored experiences. Identify the touchpoints that impact customers’ experiences the most.

Customer Journey Mapping 255

Customer Journey Mapping Net Promoter Score Customer Journey Touchpoint 255

GetFeedback

MAY 9, 2019

We don’t expect it as consumers—we anticipate that brands will always meet our needs and wants. Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Basically, it gives you real-time insight into your customers’ experiences.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

GetFeedback

SEPTEMBER 13, 2018

It also avoids customers spreading bad press, making it more difficult to get more new customers in the future: 95% of consumers have taken action as a result of a bad experience. And of those consumers, 85% wanted to warn others about doing business with the company. 63% of consumers read negative reviews via social media.

Net Promoter Score 247

Net Promoter Score Customer Journey Mapping NPS Customer Journey 247

InMoment XI

AUGUST 17, 2023

In this article we will share the three key drivers of NPS identified in our latest report, State of Customer Experience: 2023 UK Consumer Study , conducted in partnership with NPSx by Bain & Company , which reveals how to transform NPS from a numerical score to a strategic advantage!

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370

GetFeedback

JULY 23, 2018

Customer journey maps are as diverse as user stories—they won’t be the same for every customer, but they do help organizations understand the customer experience and gain insight into how customers interact with their brand before, during and after a purchase. Step 3: Define your touchpoints. Why create a customer journey map?

Customer Journey Mapping 218

Customer Journey Mapping Customer Journey Retail E Commerce 218