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

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 456

NPS Feedback Net Promoter Score B2C 456

InMoment XI

OCTOBER 26, 2022

In order to form a holistic view of your customer’s experience, you need to be able to analyze every data point you can. Your customer’s data comes in many different forms (you can learn more about customer data in this article from InMoment Customer Insights Expert Jessica Petrie).

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

eglobalis

MARCH 30, 2025

This article examines in detail how businesses in both B2B and B2C contexts are leveraging AI, sentiment analysis, voice-of-customer (VoC) platforms, predictive analytics, and streaming data to capture customer insights in the moment. By the time results are compiled, the insights are stale and any issues have festered.

Banking 317

Banking NPS B2B Social Media 317

Alida

DECEMBER 7, 2018

Yet, most companies are still failing to meet customer expectations and become more customer-centric. According to Accenture , this is because there is a growing disconnect between what customers need and what retailers are providing. We caught up with their insights team on their priorities for 2019.

Customer Centricity 201

Customer Centricity Retail 2019 E Commerce 201

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

OCTOBER 23, 2024

Providing services like fraud detection, secure transaction platforms, and encryption will enable you to secure your customers’ data and transactions. Offer industry-specific solutions and insights. By providing industry-specific insights, whitepapers, or reports on market trends, you can establish yourself as an authoritative bank.

Banking 195

Banking Customer Experience Financial Touchpoint 195

InMoment XI

MARCH 20, 2024

They placed a premium on personal connections while adapting to excel in online channels, ensuring a seamless transition for customers. Customer-Centric Approach and Transformation In 2020, Metro Bank established a dedicated team focused on cultivating fans.

Customer Centricity 195

Customer Centricity Net Promoter Score Banking 2010 195

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 378

B2B Customer Experience Customer Centricity Omnichannel 378

InMoment XI

JANUARY 27, 2025

Part of that is just the nature of the business, with primary use cases revolving around KPIs weighed down by negative connotationsmetrics like problem resolution rates, customer effort scores, and churn. In that light, goal-setting often becomes an exercise in mitigation: reducing call volumes, minimizing customer effort, and curbing churn.

Call Center 195

Call Center Contact Center Social Media Apparel 195

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

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.

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

InMoment XI

DECEMBER 10, 2024

The Importance of Reducing Customer Churn A customer-centric approach cant succeed without addressing customer churn. Here are a few reasons why reducing churn is essential for business gains: It increases revenue stability : Retaining customers ensures a steady revenue stream, helping you minimize acquisition costs.

2024 195

2024 ROI Net Promoter Score Multi-Channel 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

InMoment XI

OCTOBER 14, 2024

This drop is a result of survey fatigue, a growing concern for businesses looking to embrace the customer-centric approach. Uncertainty over the impact of their responses was among the top four reasons cited by customers for abandoning their last survey. Send Surveys in Proportion to Your Customer Interactions.

2024 195

2024 Hospitality Feedback Healthcare 195

Customer Bliss

AUGUST 1, 2019

Jon wanted to figure out how to bring the perspective of customers back into the business to influence the way they build products, deliver services, and develop company strategies. It was important that he used customer insights to create meaningful work. . Be customer-focused (centricity).

Customer Centricity 165

Customer Centricity Social Media Leadership Customer Relationships 165

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Project/Program Management.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

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. With the award-winning InMoment AI, you can then capture analytical insights from the feedback.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

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 430

Customer Experience Social Media 2024 B2B 430

CSM Magazine

JANUARY 30, 2024

Spotting Customer-Centric Companies I. In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service. These principles are followed by the League of Slots , where customer satisfaction reigns supreme.

Customer Centricity 111

Customer Centricity E Commerce Exceptional Customer Service E-support 111

CloudCherry

AUGUST 13, 2019

It should provide opportunities for strategic insight and support data-driven decisions. And you can provide genuine customer insights to the people who influence customer perceptions the most: your frontline team. Those communications will empower your employees to see how the work they do touches customers lives.

Insights 218

Insights Net Promoter Score Metrics NPS 218

C3Centricity

FEBRUARY 8, 2025

The three fundamental pillars of sustained success are deep customer insights, meaningful innovation, and inclusive leadership. Deep Customer Insights Power Business Success Insight is the cornerstone of every successful strategy. Does your Insight Development Process need an upgrade? The result?

Innovation 62

Innovation Leadership Insights 2025 62

Alida

JANUARY 7, 2019

Customer centricity is now a long-term, strategic imperative at the executive level. We see cross-functional teams coming together to form an “enterprise perspective” on gathering customer insight, knowledge and feedback. All found success by focusing primarily on customer-centricity.

2019 212

2019 Customer Experience Customer Centricity Competitive Advantage 212

GetFeedback

MAY 9, 2019

Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Stage 5 — Align: Being customer-centric is the norm in your company at this stage. And your programs and processes should reinforce customer connectedness.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

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

ProProfs Chat

DECEMBER 23, 2019

You might have a hard time believing, but the most effective solution is building a customer centric organization. . But what is customer centricity ? Maybe a couple of customer surveys. For decades, companies of all sizes across the globe have been working on their customer centric business strategy.

Customer Centricity 96

Customer Centricity Customer Journey Mapping Customers Culture 96

InMoment XI

AUGUST 2, 2023

In this blog, we have listed NPS best practices that will help you shape the course of your organisation into becoming a leader in customer satisfaction. NPS Best Practices Tip #1: Listen To Your Customers Understanding your customers is paramount in shaping your business strategy.

NPS 195

NPS Customer Centricity Culture Automotive 195

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

Alida

APRIL 26, 2018

According to CMO.com way, back in 2016, 63% percent of CEOs saw rallying their organizations around the customer as one of the top three investment priorities for the year. Today, customer centricity, or some notion thereof, has become the strategic posture of almost every profitable company in existence.

Insights 133

Insights Customer Centricity 2016 Webinar 133

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 116

Measurement Effort Score Multi-Channel Net Promoter Score 116

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision).

Customer Centricity 62

Customer Centricity Insights ROI Chief Customer Officer 62

ijgolding

APRIL 9, 2020

Now, imagine a tool that could help you capture information and data on your customers by monitoring their customer journeys within your organisation. A tool that would allow you to instantly share that data, also known as customer insight, with the relevant stakeholders. Actionable insight! Eytan Hattem.

Insights 124

Insights Customer Journey Mapping Customer Journey Technology 124

GetFeedback

MARCH 20, 2019

You do this by gathering and analyzing customer insights and identifying trends and strategies to improve customer experience. In essence, a customer voice program gives your customers a voice within your organization. Why customer voice is important. How to collect customer voice insight .

Customer Voice 210

Customer Voice Net Promoter Score Customer Centricity Competitive Advantage 210

Alida

JULY 15, 2019

These annual awards showcase clients that demonstrate excellence in utilizing customer insights to improve their organization’s performance in product innovation, customer experience, and marketing effectiveness. We at Vision Critical are proud to announce the winners of our 2019 Visionary Awards.

2019 140

2019 Customer Centricity Innovation Customer Insights 140

BirdEye

NOVEMBER 3, 2020

On the one hand, Customer Experience (CX) Marketing is responsible for building the lead pipeline, with reputation management and generating organic leads. The best organizations go a step further and turn insights hidden within these metrics into actions that then improve the customer experience at every touchpoint.

Customer Centricity 98

Customer Centricity Net Promoter Score Touchpoint Multi-Channel 98

CloudCherry

AUGUST 13, 2019

It should provide opportunities for strategic insight and support data-driven decisions. And you can provide genuine customer insights to the people who influence customer perceptions the most: your frontline team. Those communications will empower your employees to see how the work they do touches customers lives.

Insights 150

Insights Net Promoter Score Metrics NPS 150