InMoment XI

NOVEMBER 18, 2024

Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. Knowing these consumer behaviors and how they relate to your business can significantly impact your overall business performance. Did you know that social media is the number one discovery channel for products?

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

eglobalis

MARCH 4, 2025

According to Forrester, conversational AI especially with new generative AI has emerged as one of the top technologies delivering relative fast ROI, with the biggest impacts in e-commerce, sales, and customer service and experience. In practice, the most effective customer experiences blend cutting-edge AI with timely human support.

Contact Center 199

Contact Center Virtual Agent Healthcare E-support 199

ShepHyken

JANUARY 14, 2025

How do personal interactions complement technology in creating a seamless customer service experience? How can AI be leveraged to provide personalized customer service interactions? Providing quick and efficient digital support options empowers customers to interact with a brand in a way that suits their preferences.

Hospitality 138

Hospitality Customer Experience Interaction Customer Expectations 138

InMoment XI

NOVEMBER 26, 2024

This often stems from poor internal communication, outdated technology, or inefficient processes. However, to combat this, you need to understand the end-to-end customer experience and be prepared for every path a consumer might take to become a customer or that a current customer might take when using your products or services.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

eglobalis

OCTOBER 14, 2024

For example, the customer expectations for a B2B tech company will differ significantly from those for a consumer-facing retail brand. Through AI-driven simulations and real-time feedback, professionals can practice customer interactions, test strategies, and improve their problem-solving abilities, similar to simulations with real cases.

Customer Experience 454

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 454

BlueOcean

APRIL 1, 2025

Integration is Non-Negotiable If you don’t have a plan for integrating the technology into your CRM, ticketing system, or whatever system you need to make changes that actually resolve customer issues, you’re going to be extremely limited in what you can do with a digital solution. ” It’s just not true.

Customers 156

Customers Effort Score Airlines Customer Journey 156

Retently

NOVEMBER 13, 2024

By blending cutting-edge technology with customer needs, VFRs are solving a long-standing problem in ecommerce: How do you help shoppers feel confident in their purchase without a physical try-on? The rise of technologies like augmented reality (AR) and artificial intelligence (AI), making VFRs more accurate and accessible than ever.

Retail 144

Retail Social Media Technology Brands 144

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

eglobalis

APRIL 6, 2025

This three-part analytical series aims to dissect and explain the most critical dimensions of value creation in technology, telecom, contact centers, and high-tech manufacturing. Customer Experience and Ease of Doing Business B2B buyers increasingly expect consumer-level simplicity and speed.

Contact Center 275

Contact Center B2B Competitive Advantage 2023 275

InMoment XI

DECEMBER 17, 2024

As your company begins to scale customer experience operations, it is possible for silos that cause different departments to use separate technologies and focus on different metrics, which fragments your understanding of the customer experience. Supercharge Post-Service Customer Interactions 85% of your data is unstructured.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 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

JULY 24, 2024

Customer experience management (CX) can be time-consuming and resource-intensive. This blog post explores what CX services are and why more and more companies are turning to expert CX consulting services to enhance their interactions with customers and drive loyalty. What Are Customer Experience Services?

Technology 195

Technology Customer Experience Workshop ROI 195

InMoment XI

DECEMBER 18, 2024

They provide a central platform for handling customer interactions across various channels. It leverages technology like automatic call distribution (ACD) and real-time transcription to reduce the manual workload for agents. Personalized interactions help drive revenue growth by fulfilling customer needs and converting prospects.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

C3Centricity

DECEMBER 27, 2024

Modern consumers are no longer satisfied with generic experiences. In a competitive landscape, where consumers are increasingly selective about the brands they support, hyper-personalisation has emerged as a crucial differentiator. This enables brands to provide deeply relevant and meaningful experiences that resonate with consumers.

Consumers 62

Consumers 2023 2022 Loyalty 62

eglobalis

MARCH 13, 2025

Unlike transactional B2C interactions, B2B relationships are built on long-term trust and consistent value delivery, meaning CX directly impacts customer retention, loyalty, and revenue. Todays B2B buyers expect seamless, personalized experiences on par with their B2C consumer experiences.

Leadership 238

Leadership B2B B2C Net Promoter Score 238

BlueOcean

APRIL 7, 2025

Consumers still overwhelmingly prefer human interactions, despite feeling increasingly comfortable with AI interactions, so technology shouldnt replace live agent support. What similar projects are you currently using AI technology for? If possible, even get some references from their existing client base.

Contact Center 156

Contact Center Measurement Customer Care Metrics 156

InMoment XI

MARCH 1, 2023

The new FCA Consumer Duty is intended to improve customer outcomes and promote better customer experiences in the financial industry in the United Kingdom (UK) by setting higher and clearer standards of consumer protection. What Is Consumer Duty? What Are the Details of the New FCA Consumer Duty?

Financial 195

Financial Consumers Customer Centricity Communication 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

CSM Magazine

OCTOBER 22, 2024

Small and medium-sized enterprises (SMEs) are increasingly turning to tools like Salesforce for SME to streamline their operations and improve customer interactions. Technology is no longer just a backend facilitator—it’s transforming how businesses engage with their customers on every level.

Technology 52

Technology Customer Experience Omnichannel Touchpoint 52

eglobalis

SEPTEMBER 16, 2024

Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints. This includes regular touchpoints with sales and support teams who interact with customers on the ground.

B2B 382

B2B Customer Experience Customer Centricity Omnichannel 382

Interactions

FEBRUARY 6, 2025

The complexity of insurance interactions Insurance, by nature, is driven by complex transactions, from signing up for a new policy to making a claim. The stakes are high: Consumers are protecting their homes and their families. Claims can make or break their finances. Whats more, insurance is a true omnichannel experience.

Insurance 62

Insurance Interaction Multi-Channel Contact Center 62

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. 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

DECEMBER 15, 2022

You aren’t waiting until the end of the year to get a mailed report containing consumer trends for the past year (hopefully), but rather you need to be keeping up with your consumers in real time. Identifying digital experience trends will help you adapt your business to get ahead of your consumer, not behind them.

Social Media 397

Social Media 2019 Metrics Customer Journey 397

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. B2B CX continues to change as companies adapt to new technologies and expectations.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

SurveySensum

DECEMBER 27, 2024

Technology makes it all a bit easier these days. Smart Technology That Helps Drive Product Excellence for Your Customers The smart technology solutions you take advantage of not only help develop products that are successful but offer the very best when it comes to customer satisfaction. Lets dive in!

Technology 52

Technology Call Center Customer Satisfaction 2025 52

TechSee

DECEMBER 11, 2024

2024 promised groundbreaking shifts in customer service, with experts forecasting transformative technologies and strategies. Prediction 1: Generative AI Will Redefine Service Forecast : Generative AI was poised to revolutionize customer interactions by enabling hyper-personalized, context-aware communication. The lesson?

2024 109

2024 2025 Omnichannel Social Media 109

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! Take The Lead!

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370

InMoment XI

FEBRUARY 15, 2022

Then let’s take a look at three concrete examples we’ve discovered based on data our Strategic Insights Team collected from consumers and employees across North America. Hence, “blended”. Still not getting the gist of it? Here’s what people are truly expecting: Blended Experience #1: Buy Online, Pick Up Instore.

Retail 195

Retail Consumers Social Media 2022 195

ShepHyken

OCTOBER 21, 2024

How can businesses balance automated customer service solutions with human interactions? When interacting with customers or clients, it is essential to fully comprehend their needs and concerns before taking action. Effectively using technology to communicate improves work efficiency and connectivity.

Customer Experience 85

Customer Experience Banking Customer Satisfaction Culture 85

ShepHyken

DECEMBER 23, 2024

Why is digital technology key for a smooth customer experience? What role does human interaction have in today’s changing customer experience world? Top Takeaways Customer experience is the overall perception customers have based on their interactions with a brand, from the first web search to after the purchase.

Customer Experience 85

Customer Experience B2C B2B Sales 85

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

SEPTEMBER 4, 2019

Creating Elite Experiences for Today’s Modern Patients In just a few short years, technology and business innovations have fundamentally changed how people interact with—and what they expect from—the services and organizations they depend on.

Consumers 240

Consumers Innovation Loyalty Article 240

eglobalis

OCTOBER 1, 2024

Similarly, IT can work closely with Operations to ensure that the necessary technological infrastructure supports both departments’ needs. Additionally, setting joint targets for departments like IT and Operations to reduce system downtime can ensure that technological and operational efficiencies are prioritized collaboratively.

2020 450

2020 Customer Journey Mapping Culture Innovation 450

InMoment XI

NOVEMBER 14, 2024

From long threads on X (formerly Twitter) to an Instagram influencer’s comments, online interactions are multi-platform. Brandwatch Brandwatch leverages social listening to gather relevant online interactions in one place. Keyhole’s tool is valuable for managing brand interactions on TikTok, where viral content can make a huge impact.

Social Media 195

Social Media Multi-Channel Metrics 2024 195

ShepHyken

DECEMBER 2, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies effectively integrate new technology into existing systems to enhance customer experience? Why is understanding consumer behavior crucial for improving customer experience? They want personalization.

Customer Experience 82

Customer Experience Return on Investment Books Consumers 82

BlueOcean

OCTOBER 4, 2023

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. 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