InMoment XI

NOVEMBER 22, 2024

Customer experience (CX) is crucial to SaaS business success. With intense competition and changing customer preferences, businesses must better understand their users to stay ahead. However, deciding which KPIs in customer experience to track can be overwhelming.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

InMoment XI

DECEMBER 10, 2024

Businesses that actively use customer feedback for improvements experience a 10% increase in retention rates. Use surveys and social media monitoring to capture insights into customer experiences. InMoments XI platform enables you to collect and analyze customer insights effectively.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

InMoment XI

NOVEMBER 14, 2024

Sentiment Analysis Competitor Analysis Multi-Platform Coverage Keyword and Hashtag Tracking Analytics and Reporting Content Creation and Scheduling CRM Integration A social listening tool lets you tap into online conversations around your business. Multi-Platform Coverage Online conversations happen across multiple platforms.

Social Media 195

Social Media Multi-Channel Metrics 2024 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. What is Social Media Management?

Social Media 195

Social Media Management 2024 Multi-Channel 195

Retently

JANUARY 13, 2025

The secret to effortless customer experiences lies in understanding one simple truth: effort matters. Customers feel the same way. Thats where Customer Effort Score (CES) steps in to save the day. CES is laser-focused on one thing: how easy it is for your customers to get what they need. Frustrating, right?

Measurement 116

Measurement Effort Score Multi-Channel Net Promoter Score 116

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. Choose what matches your organization.

NPS 456

NPS Feedback Net Promoter Score B2C 456

InMoment XI

FEBRUARY 3, 2025

Conversational intelligence (CI) is making a big difference for countless growing and large businesses, helping them understand customer interactions at scale with a level of precision that seemed impossible just a few years ago. So what does this have to do with location-based marketing?

Social Media 195

Social Media Events Call Center Multi-Channel 195

Blueshift

JANUARY 14, 2025

This type of multi-touch, multi-channel journey is common in personal finance. Customers interact with brands across multiple platforms, expecting each experience to be connected and relevant. But for marketing teams, connecting these touchpoints isn’t easy.

Customer Journey 105

Customer Journey Multi-Channel Marketing Touchpoint 105

Interactions

FEBRUARY 6, 2025

Financial services companies, especially insurance, need the ability to automate complex transactions to ease customer effort and reduce operational costs, while having the assurance that their IVA is compliant with regulatory demands. Whats more, insurance is a true omnichannel experience.

Insurance 62

Insurance Interaction Multi-Channel Contact Center 62

InMoment XI

DECEMBER 7, 2023

As competition and buyer empowerment compound, customer experience (CX) is proving to be the only truly durable competitive advantage. Companies that earn $1 billion annually can expect to earn on average an additional $700 million within 3 years of investing in customer experience.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

Alida

JANUARY 13, 2017

Two-thirds of CMOs are now on the hook for improving customer experience (CX). Just eight percent of marketing leaders have taken the crucial step of auditing and assessing the end-to-end customer experience. But that’s a limited view of the customer experience. First, understand your buyers.

Marketing 91

Marketing Customer Experience 2017 Multi-Channel 91

Thematic

FEBRUARY 24, 2025

What if you could anticipate your customers’ needs before they even tell you? 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. Let’s go!

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

InMoment XI

FEBRUARY 8, 2024

A contact center is a centralized facility or department used by organizations to manage customer interactions through various communication channels, such as phone calls, emails, chat, and social media. The goal is to enhance the customer experience, streamline operations, and achieve cost savings.

Contact Center 195

Contact Center Multi-Channel Social Media Competitive Advantage 195

Retently

DECEMBER 10, 2024

Look for key features like customization, logic branching and real-time analytics. It should also support multi-channel survey distribution and provide robust reporting tools for actionable insights. Each of these will help you select a survey tool that fits your needs and drives meaningful customer feedback.

2024 78

2024 Multi-Channel NPS Feedback 78

InMoment XI

FEBRUARY 16, 2024

Surprisingly, a staggering 85% of valuable customer data remains untapped, residing in various teams, systems, and silos. This fragmented approach to CX makes it difficult to track customer behaviour across different channels and identify crucial opportunities for improvement.

Multi-Channel 195

Multi-Channel Touchpoint Social Media Customer Voice 195

Joe Rawlinson

NOVEMBER 3, 2024

Customer service goes beyond responding to queries or concerns. It focuses on making each interaction impactful. Companies today are leveraging a range of technologies to streamline these interactions. This allows representatives to customize their approach according to each buyer’s purchase history and preferences.

Innovation 78

Innovation Customer Service Multi-Channel Loyalty Programs 78

CloudCherry

JULY 18, 2018

Customer experience is becoming an increasingly popular topic, with many forward-thinking businesses thinking it can set them apart in today’s highly competitive landscape. Did you interact with the brand through their website, through their social media, through email, or through multiple channels? Path Analysis.

Customer Experience Management 170

Customer Experience Management Net Promoter Score Customer Experience Management 170

ShepHyken

OCTOBER 9, 2020

She writes about changes in the customer experience for grocery shoppers during the COVID-19 pandemic. And how can grocery retailers craft a customer experience that fits the new normal? Consumers are wary, they would like to avoid any kind of unnecessary interaction and they are not to blame.

Retail 142

Retail Customer Experience Multi-Channel Omnichannel 142

InMoment XI

NOVEMBER 30, 2023

Establish Brand Guidelines: Define clear guidelines for how your brand should be represented across different channels. These guidelines serve as a roadmap for how your brand is visually and verbally presented across various channels. Time-Efficiency Monitoring your brand manually across various online channels can be time-consuming.

Brands 284

Brands Management Multi-Channel Social Media 284

TechSee

JUNE 23, 2020

Customer experience (CX) is a space where innovative AI applications are being deployed at a rapid rate to deliver effortless, multi-sensory journeys across a range of voice, video and text modalities, apps, and other digital touchpoints. MX gives customers a greater degree of choice over how they interact with a brand.

Multi-Channel 207

Multi-Channel Contact Center Touchpoint Customer Centricity 207

BlueOcean

NOVEMBER 29, 2023

At Blue Ocean, we have long held the position that the customer experience and the employee experience are inextricably linked. We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients.

Contact Center 156

Contact Center Multi-Channel Customer Care Touchpoint 156

Alida

DECEMBER 7, 2018

According to Accenture , this is because there is a growing disconnect between what customers need and what retailers are providing. Customers today want more than a transactional service; they expect a meaningful interaction with a brand. ” – Keira Henderson, Customer Insights Researcher, QVC.

Customer Centricity 201

Customer Centricity Retail 2019 E Commerce 201

Customer Bliss

JANUARY 18, 2017

Better customer experiences equal happier customers. And happier customers are what carries business forward. They buy more, buy more often, and share their experiences with others. Though keeping customers happy is important, it isn’t always an easy task. What were the results of each interaction?

Multi-Channel 212

Multi-Channel 2014 Contact Center Interaction 212

Optimove

NOVEMBER 26, 2024

It’s not just about keeping customers engaged—it’s about creating personalized, multi-channel experiences that drive loyalty and revenue. When and How to Transition to Multi-Channel? Many CRM programs, especially post-purchase journeys, often begin with a single channel.

Multi-Channel 52

Multi-Channel Roadmap Touchpoint Metrics 52

CloudCherry

FEBRUARY 13, 2018

They are also the ones to turn customers into loyal, lifelong evangelists. To ace customer loyalty, however, any brand requires a deep understanding of customer sentiment. How do you make your customers feel at every interaction? DECODE CUSTOMER SENTIMENT! Are they happy, sad, ecstatic or frustrated?

Multi-Channel 186

Multi-Channel Insights Feedback Brands 186

GetFeedback

APRIL 25, 2019

As it becomes harder for consumers to differentiate between companies based on product alone, most are now relying on the quality of customer experiences a company can provide to make their choice. . In fact, it’s projected that poor customer experience is costing businesses more than $75 billion a year.

Customer Service 186

Customer Service Multi-Channel Omnichannel Net Promoter Score 186

ReviewTrackers

AUGUST 24, 2020

There is a vital shift happening in the business world: a growing class of savvy, empowered consumers are demanding more options, fairer prices, and better interactions across the entire customer journey. As a result, businesses across a wide range of industries are being compelled to adopt a more customer-centric approach.

Customer Experience 124

Customer Experience Multi-Channel Social Media Customer Centricity 124

InMoment XI

SEPTEMBER 17, 2024

With younger generations becoming the dominating force in the overall consumer base it is more important than ever to be able to identify their needs and understand how they want to interact with your brand. It’s important to point out that the customer journey is different from the customer experience.

Customer Journey 195

Customer Journey Customer Journey Mapping Net Promoter Score 2024 195

InMoment XI

JANUARY 12, 2024

What is Conversation Intelligence Conversation intelligence refers to the ability to understand, analyze, and optimize human conversations, particularly in the context of business interactions. The goal of conversation intelligence is to enhance communication, improve collaboration, and extract valuable information from interactions.

E Commerce 195

E Commerce E-support Healthcare Multi-Channel 195

BirdEye

SEPTEMBER 11, 2023

This is especially true for multi-location businesses catering to local customers. A positive customer experience, as necessary as it is, is a significant challenge for many businesses. With Artificial Intelligence (AI)-based solutions, improving customer experience is achievable and scalable.

Customer Experience 114

Customer Experience Social Media Multi-Channel Omnichannel 114

InMoment XI

MARCH 18, 2024

Integrated customer experience ensures understanding, prioritising, and taking action for amplified customer satisfaction and business growth. Bringing all this data together is akin to assembling a jigsaw puzzle, revealing the complete image of customer interactions.

Insights 195

Insights Multi-Channel Webinar Social Media 195

BlueOcean

NOVEMBER 13, 2023

As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry. How are other customer experience leaders delivering? Wise words from CallMiner.

Customer Care 177

Customer Care 2024 Multi-Channel Contact Center 177

Retently

OCTOBER 23, 2024

It’s no longer enough to just sell a product; stores must engage with their audience at every step of the buyer’s lifecycle to ensure an exceptional customer experience. This means knowing when to listen, where to improve, and how to turn interactions into growth opportunities. Was the registration process straightforward?

Retail 109

Retail NPS Touchpoint Feedback 109

InMoment XI

OCTOBER 24, 2023

This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth. Contact center analytics are akin to a master storyteller, weaving tales from myriad data points and interactions. What Are Speech Analytics?

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

Kustomer

AUGUST 24, 2021

The nature of the customer experience within e-commerce has never been more vital to the life of a brand than it is at this moment. At the forefront of this growth and expansion is the customer experience. How Can You Make the E-Commerce Customer Experience Work.

E Commerce 114

E Commerce E-support Customer Experience Omnichannel 114

BirdEye

MARCH 6, 2025

That was Black Bear Diner s goal as a multi-location restaurant aiming to stand out among hungry diners. A service-oriented business, on the other hand, might need to emphasize trust-building strategieslike showcasing expertise through customer testimonials and engaging content. Increase online presence.

Social Media 85

Social Media Multi-Channel Advertising Feedback 85

InMoment XI

JANUARY 2, 2023

As competition and buyer empowerment compounds, customer experience (CX), is proving to be the only truly durable competitive advantage. Not only does exceptional customer experience make customers happier, it drives desirable customer behavior. What Is Customer Experience?

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221