InMoment XI

NOVEMBER 18, 2024

Early intervention —like offering incentives to at-risk customers or resolving pain points—can prevent customer loss and improve customer churn. Better Product Development Customer behavior insights can allow your company to make data-driven decisions about product offerings.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

InMoment XI

NOVEMBER 26, 2024

By constructing theoretical customer decision-making scenarios, companies can more easily understand the factors and product features influencing customers’ purchase decisions. 5 Types of Customer Journey Maps There are different types of journey maps for different use cases.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

Thematic

MARCH 30, 2025

Making business decisions based on gut instinct isn’t a smart strategy anymore. Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. That’s a clear sign that businesses using customer insights effectively have a real competitive edge.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

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

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?

Customer Insights 62

Customer Insights Insights Net Promoter Score NPS 62

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. With insights into customer behavior, you can act faster and smarter than competitors. It improves customer relationships.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

InMoment XI

NOVEMBER 7, 2024

Of the 81% of organizations automating workflow processes, 98% report that reducing errors is a major or minor benefit of customer experience automation. Scalability Customer experience automation systems can handle high columns of interactions simultaneously.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

InMoment XI

FEBRUARY 3, 2025

Most people think of contact centers, such as customer support call centers and help desks, as the main use case for conversation intelligence software. Its true that CI software drives positive results for call centers, reducing response times, improving outcomes, and producing data-driven insights for agent coaching.

Social Media 195

Social Media Events Call Center Multi-Channel 195

eglobalis

JULY 2, 2024

Companies such as Toyota and Samsung, prominent in Asian markets, have found that while NPS provides a snapshot, it lacks depth in identifying evolving customer expectations and perceptions over time. However, its relevance diminishes with delayed insights. The exact same criticism can be made about every metric for everything.

NPS 461

NPS Feedback Net Promoter Score B2C 461

Thematic

OCTOBER 30, 2024

Tracking and examining customer conversations over multiple channels takes time and effort – which is why many top-tier brands and leading organizations are turning to AI-driven voice of customer (VoC) tools to extract insights from customer feedback at scale.

Voice of Customer 62

Voice of Customer Insights E Commerce E-support 62

InMoment XI

OCTOBER 26, 2022

These tribulations can take many forms; defining customer loyalty in emerging consumers, creating seamless retail experiences across channels, tracking a customer base that seems to be in multiple places at once, and keeping up with a digital landscape that changes as frequently as the Cleveland Browns change quarterbacks.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

InMoment XI

APRIL 17, 2025

Survey incentives do encourage some people to offer feedback, which could mean more responses and diverse insights for your brand. However, they might not provide the answers CX teams need to improve customer experiences. Youll get the insights you need and the response rates you want. Concerned about representativeness?

Customer Engagement 195

Customer Engagement Engagement Feedback E-support 195

SurveySensum

JANUARY 27, 2025

Worse, it skews the insights youre banking on to make decisions. Multilingual surveys are no longer just an option for businesses with international reachtheyre essential for capturing accurate, actionable insights from a diverse customer base. The solution? Multilingual surveys. Why You Should Run Multilingual Surveys?

Insights 52

Insights Customer Insights Download Customers 52

InMoment XI

MARCH 14, 2025

Data can show you in real terms how well your agents are doing in terms of call length and first-call resolution (especially compared to historical data), giving you the insight you need to know where to start. 7 Key Steps Gaining a clear picture of your call centers performance is essential in todays customer-first environment.

Call Center 195

Call Center Metrics Average Handle Time Contact Center 195

eglobalis

OCTOBER 9, 2024

Businesses must make informed estimates based on market trends, customer needs, and data. Analise the Scalability A feature request may work well for one client, but does it have the potential to benefit your entire customer base? Serving one segment at the expense of the broader customer base can be risky.

Feedback 516

Feedback ROI Innovation B2B 516

Retently

JANUARY 13, 2025

By measuring the effort your customers expend, youre unlocking insights into what works and what doesnt. To truly understand and reduce customer effort, you need a tool that goes beyond just collecting responses. Imagine discovering that customers are struggling with your checkout process just minutes after launching a survey.

Measurement 117

Measurement Effort Score Multi-Channel Net Promoter Score 117

eglobalis

SEPTEMBER 16, 2024

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. At the local level , mapping the customer journey requires gathering insights directly from local teams.

B2B 382

B2B Customer Experience Customer Centricity Omnichannel 382

Optimove

JANUARY 15, 2025

Key takeaways: Relevance Drives Loyalty : Personalized, data-driven marketing builds customer trust and engagement, while irrelevant messaging alienates them. Tools and Strategies Matter : Leverage AI-powered CDPs, behavioral insights, and real-time triggers to deliver timely, meaningful customer experiences.

Connections 52

Connections Insights Download 2025 52

InMoment XI

JUNE 28, 2022

Online reviews are a great source of unsolicited customer feedback, and they often offer perspective from a different segment of the customer base than surveys or other feedback channels. InMoment and ReviewTrackers joining forces is great news for today’s brands! Read more here! Realizing the InMoment Mission. ??Improving

2022 74

2022 Feedback 2021 Technology 74

Retently

JUNE 24, 2024

This article provides a focused look at demographic surveys that yield meaningful insights for your business decisions. From knowing which questions to ask to applying the insights you gain, expect a comprehensive guide to better connect with those who matter to your business. That’s where demographic surveys come in.

Insights 112

Insights Culture Multi-Channel Consumers 112

InMoment XI

JANUARY 9, 2024

This helped break down silos and made things simpler not only for FedEx’s customers, but also for each of the company’s internal teams working together to deliver meaningful information and valuable content to customers. Software company PandaDoc uses multiple surveys to monitor customer sentiment and improve product experience.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

InMoment XI

SEPTEMBER 21, 2023

Build Presence – By encouraging customers to leave reviews on various review sites, you can increase your presence on these platforms. This can provide valuable insights into areas where businesses can differentiate themselves and improve their reputation. Ready to take the next step?

Management 368

Management Social Media Feedback Voice of Customer 368

InMoment XI

MARCH 23, 2025

It pulls data from touchpoints like social media, chatbots, emails, customer feedback, customer relationship management (CRM) tools, and interactions with customer support, marketing, and sales teams, providing insights into customer intent, sentiment, pain points, and patterns.

Touchpoint 195

Touchpoint Insights Sales Social Media 195

InMoment XI

OCTOBER 24, 2024

Best Customer Engagement Platforms Customer engagement platforms are critical in helping businesses build long-lasting relationships with their customers by streamlining communications, enhancing experiences, and providing actionable insights. Here are five of the best customer engagement platforms available: 1.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

InMoment XI

JANUARY 12, 2023

Cross-selling and upselling have formed the bedrock of brand aspirations for their existing customer base for a long time now. Many of the brands I’ve worked with for a long time are slowly coming to the realization that they cannot stick solely to surveys or another singular data source to get customer insights and input.

Social Media 397

Social Media Customers Connections Customer Retention 397

InMoment XI

MARCH 16, 2022

These new CX trends were based on indirect and inferred data, as well as surveys across several industries. And surprisingly, there were some standout similarities that connected the two seemingly disparate customer bases. So what can we learn from a cross-continental comparison?

2022 370

2022 Social Media Consumers Loyalty 370

Experience Investigators by 360Connext

FEBRUARY 20, 2024

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. for engaging with customers on a more personal level, ensuring they feel truly understood. Now, we have ways to include their “voice.”

Customer Relationship Management 270

Customer Relationship Management Feedback Customer Journey Connections 270

Retently

MARCH 11, 2025

They act as a bridge between the customer and teams working with product, marketing, logistics, and support to ensure customer insights lead to tangible fixes. Customer Support Teams Ensuring issues are resolved quickly and with a personal touch. Customer feedback is the backbone of CX.

Management 115

Management Customer Experience Roadmap NPS 115

InMoment XI

AUGUST 1, 2024

By analyzing customer sentiment, businesses can gain valuable insights into how their customers perceive their offerings and overall brand experience. Why is Customer Sentiment Important? What is a Customer Sentiment Score?

Measurement 195

Measurement Hotels Social Media Hospitality 195

Alida

JANUARY 18, 2022

Understanding what your customers want and expect is key to any business’s success, but uncovering those insights can take a lot of effort. You need to collect broad customer feedback, which means getting responses that are representative of your entire customer base.

Customer Engagement 246

Customer Engagement Engagement Feedback Customer Base 246

InMoment XI

SEPTEMBER 29, 2022

By having all of your customer data in one place, you can easily access multiple data points from different locations across your organization. This will provide you with a 360-degree view of a customer’s activity and engagement with the bank and will allow you to make well-informed decisions with your customer base in mind.

Banking 370

Banking Retail White Paper Omnichannel 370

InMoment XI

JULY 16, 2024

If managed well, even negative feedback can be valuable, offering insights into customer pain points and areas where the business can improve. Analyzing this data provides deep insights into customer preferences, emerging trends, and common pain points.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

If managed well, even negative feedback can be valuable, offering insights into customer pain points and areas where the business can improve. Analyzing this data provides deep insights into customer preferences, emerging trends, and common pain points.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

MARCH 24, 2025

Customer surveys are a mainstay in most consumer-facing industries for good reason. They provide powerful insights into customer sentiment, buying behavior, and much more, all for a relatively small investment. One frequent topic of debate among multi-location businesses is how to set up a customer survey program.

Demo 195

Demo Culture Feedback Customer Satisfaction 195

InMoment XI

OCTOBER 4, 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 helps brands track, analyze, and organize each customer interaction with them.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

Retently

OCTOBER 23, 2024

Taking the importance of collecting customer feedback out of the way, where do we start? Understanding the Tools at Hand Collecting feedback is essential to identifying customer pain points and areas for improvement throughout the buyer’s journey. Did customers have to search for too long? Were they frustrated by too many steps?

Retail 110

Retail NPS Touchpoint Feedback 110