Thematic

MARCH 30, 2025

Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

InMoment XI

NOVEMBER 13, 2024

Through its partnership with InMoment, nib rolled out a closed-loop feedback process to improve the customer experience. InMoment’s churn propensity modeling was crucial to identifying and retaining customers showing signs of dissatisfaction. How to Predict Customer Churn? It provides stronger customer insights.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

Thematic

MARCH 20, 2025

Imagine running a business where you can predict what your customers want before they even know it themselves. No more guessing games, no more endless spreadsheets—just clear, actionable customer insights that drive results. That’s exactly what customer insights AI is bringing to the table.

Customer Insights 62

Customer Insights Insights Social Media E-support 62

eglobalis

JUNE 27, 2024

Regularly updating the strategy based on customer feedback and evolving market conditions is crucial. This involves setting up multiple feedback channels such as customer surveys, social media listening, direct customer interviews, and net promoter scores (NPS) to capture ongoing customer sentiment and insights.

Customer Experience 453

Customer Experience Customer Centricity Net Promoter Score Government 453

Thematic

MARCH 18, 2025

." That’s exactly why customer insights platforms are essential. That way, you can easily understand what customers truly want. In this guide, you’ll get a peek into some of the best customer insights platforms and their features. What is a Customer Insights Platform?

Customer Insights 62

Customer Insights Insights Social Media Consulting 62

Experience Investigators by 360Connext

JANUARY 28, 2020

According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. Several reports on the biggest CX Challenges (as ranked by CX professionals) include proving ROI and developing and maintaining executive-level CX understanding and commitment among their top three concerns.

2020 250

2020 Net Promoter Score ROI Metrics 250

InMoment XI

NOVEMBER 15, 2023

There are four common customer experience analytics metrics: Net Promoter Score (NPS) Net Promoter Score , or NPS, is a widely used metric to measure customer loyalty. These sources include surveys, social media, reviews, and customer support interactions. What is the ROI of Customer Experience Analytics?

Insights 243

Insights E Commerce Customer Experience E-support 243

InMoment XI

OCTOBER 4, 2023

The idea behind integrated CX is to improve customer experience by combining large amounts of data with technology and services to create more complete customer insights and, as a result, more focused and measurable actions. I have to put on my best poker face (which I do not have!)

Blog 418

Blog Customer Experience Net Promoter Score Financial 418

Lumoa

JULY 10, 2018

However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer. Companies receive real time feedback in massive volumes, if they only start listening to their customers. Ask your customers! How do you know which factors belong to which buckets?

ROI 113

ROI Customer Experience Financial NPS 113

Lumoa

JANUARY 11, 2022

What Is an NPS Software? It is vital for companies to know if their clients and customers are happy with their service and products, and NPS solutions are one of the best ways to find out. Net Promoter Score is a benchmark for customer loyalty that tells how your customers understand your business and feel about it.

NPS 97

NPS Net Promoter Score Feedback Multi-Channel 97

GetFeedback

MAY 9, 2019

At this level, you’re also working on developing a customer experience strategy. 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.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Not necessarily.

ROI 97

ROI Customer Experience NPS Financial 97

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

GetFeedback

JANUARY 27, 2020

ROI: If VoC results aren’t tied to clear financial metrics or business goals, you can’t validate the impact of your program. Remember that leadership buy-in depends on being able to demonstrate the value of changes implemented based on VoC insights. This helps you measure improvement over time and track the ROI of your VoC program.

Feedback 221

Feedback Metrics Customer Journey Mapping ROI 221

CloudCherry

DECEMBER 1, 2018

It’s even more difficult to measure the impact introducing proactive service has on the customer experience. Integrating your ticketing data with your CX data can help prove the ROI of proactive initiatives. Integrating your customer experience data with marketing automation software allows for hyper-personalized marketing campaigns.

CEM 186

CEM ROI 2018 Metrics 186

Calabrio

MARCH 25, 2025

Are you able to understand what your customers are telling you? Can you use these customer insights to improve their experiences and deliver what they really want? If not, thats where the latest AI-driven Voice of the Customer software and tools can help. Key Features: Customer feedback surveys (NPS, CSAT, etc.).

2025 52

2025 Contact Center Customer Journey Mapping Social Media 52

GetFeedback

SEPTEMBER 24, 2019

Before you worry about proving the ROI of a VoC program, focus on building relationships and trust with the key stakeholders in your company. Senior-level marketers are also seeking better customer insight, says VoC marketing expert Ernan Roman of ERDM. We’re not the only ones obsessed with the Voice of the Customer.

ROI 150

ROI Webinar Sales Loyalty 150

CloudCherry

NOVEMBER 13, 2018

It’s even more difficult to measure the impact introducing proactive service has on the customer experience. Integrating your ticketing data with your CX data can help prove the ROI of proactive initiatives. Integrating your customer experience data with marketing automation software allows for hyper-personalized marketing campaigns.

CEM 170

CEM ROI 2018 Metrics 170

Thematic

JUNE 17, 2024

Measuring the ROI of your Voice of the Customer (VOC) program can be a challenge for many businesses. While VOC data holds valuable insights, it’s often difficult to quantify the impact of these insights on business outcomes like revenue growth, customer retention, and overall business growth.

ROI 62

ROI Net Promoter Score Return on Investment Multi-Channel 62

InMoment XI

OCTOBER 9, 2024

Tools like InMoment’s Survey Builder enable customized survey design to help you capture customer insights easily and quickly while reducing survey fatigue. Ask your customers relevant and impactful questions. NPS) How easy was it to track your shipment on our website? Prioritizing feedback for business goals.

Feedback 195

Feedback Social Media B2C 2024 195

Experience Matters

SEPTEMBER 14, 2016

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2016, The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous four years.

2016 105

2016 NPS Net Promoter Score B2B 105

delighted

OCTOBER 22, 2024

But while ecommerce has made retail purchases more accessible, it has also disrupted the traditional, linear, retail buyer’s journey and has transformed it into a more complicated series of customer touchpoints. Mapping these touchpoints is crucial to understanding the ecommerce customer journey – and improving customer experiences.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Social Media Net Promoter Score 52

Thematic

JUNE 17, 2024

In a recent LinkedIn Live chat hosted by Thematic, CX experts Paul Stevenson, a recognized CX leader with a proven track record in digital transformation and customer-centric strategies, and Rick Denton, a profit navigator specializing in helping companies unlock business value through CX process optimization, tackled this very question.

ROI 62

ROI Insights Multi-Channel Customer Centricity 62

BirdEye

DECEMBER 19, 2024

Solution: Implemented Birdeye Surveys AI , integrated with their PMS (Appfolio), to automate feedback collection at key touchpoints: Move-in surveys Work order completion surveys Renewal feedback Custom resident satisfaction surveys Results: 54% increase in NPS promoters within 6 months Maintained a 4.5-star

Marketing 52

Marketing Social Media Hospitality ROI 52

ChurnZero

DECEMBER 19, 2024

2024 Adoption Hero: NinjaCat NinjaCats customer success team used data and automation to drive product adoption. NinjaCats CS team faced the challenge of maximizing platform adoption and ROI for clients who were underutilizing the digital marketing performance management platform’s features and capabilities.

2024 52

2024 Customer Success ROI Innovation 52

Wootric

OCTOBER 7, 2020

Notably, Wootric, which seeks to drive business outcomes from customer experience efforts, has the fastest payback in the category. Wootric is ranked #1 in ROI (Return on Investment). Additional data including customer segments, ROI, and more. Methodology behind the scoring process. Side-by-side feature comparison.

ROI 52

ROI 2020 Net Promoter Score Return on Investment 52

Thematic

NOVEMBER 13, 2018

Says Lizzy Foo Kune , principal research analyst, Gartner for Marketers ; “VOC analytics can serve as a useful addition to customer journey analytics, providing insight into the motivations and thoughts of individuals and segments”. Make sure you choose the right metric , such as NPS, but don’t focus on it too much.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101

SurveySensum

FEBRUARY 17, 2025

Ensure no valuable customer insights are lost due to language barriers. Real-time Dashboards A high-quality text analytics tool should offer interactive dashboards that provide a comprehensive view of customer feedback in real-time. Market Research : Understanding customer preferences and competitor strategies.

Multi-Channel 52

Multi-Channel Social Media 2025 Feedback 52

Pointillist

DECEMBER 10, 2019

By Steve Offsey CX leaders use a myriad of metrics like Net Promoter Score ® (NPS ® ), Customer Satisfaction and Customer Effort Score. Not all companies measure and prioritize it, yet the importance of customer lifetime value (CLV) is staggering. Customer lifetime value is, in many respects, the ultimate KPI.

NPS 111

NPS Net Promoter Score Customer Journey Metrics 111

Eptica

APRIL 11, 2018

Date: Wednesday, April 11, 2018 Why brands need to capture deeper customer insight from unstructured data. Author: Taoufik Massoussi Understanding customer needs and emotions is central to delivering the experience that today’s consumers demand. Why it is time to calculate the ROI of VoC programs.

Net Promoter Score 50

Net Promoter Score Customer Insights Insights Brands 50

Thematic

MAY 22, 2019

Such as: proving customer experience ROI scaling CX across international borders, and best practices for prioritizing CX for the C-suite. Proving Customer Experience ROI. To demonstrate the customer experience ROI of new initiatives, the CX team must tie financial and operational metrics to CX projections.

2019 97

2019 ROI Metrics Hospitality 97

SurveySensum

NOVEMBER 23, 2023

What is an NPS tool? How to choose the right NPS tool? With an index ranging from -100 to 100, NPS clearly gauges the loyalty or the enthusiasm of a customer to recommend your brand to their near and dear ones. What is an NPS tool? to help you make the most of your NPS survey.

NPS 52

NPS Net Promoter Score 2024 Multi-Channel 52

Pointillist

JUNE 5, 2019

Top-Performing CX Teams Have Mature CX Measurement Programs High-performing customer experience teams have significantly more mature customer experience measurement programs than average-performing or underperforming teams. It is also about changing customer and employee behavior to drive financial impact.

Customer Journey 89

Customer Journey Measurement Management NPS 89

SurveySensum

OCTOBER 22, 2024

These surveys help businesses engage with their customers in the digital world with the help of quick and engaging methods like polls, quizzes, etc. With this survey, businesses can interact directly with their followers, collect real-time customer insights, and enhance customer engagement. If so, tell us about it!

Social Media 52

Social Media Customer Engagement Engagement Feedback 52

delighted

DECEMBER 10, 2019

ROX is the new customer experience ROI. Let’s get right into it — how customers perceive your brand can influence the success of your business more than ever before. Expected Customer Experience (CX) impact on loyalty. Building your own CX ROI model. Baseline ROI metrics: Customer experience by the numbers.

ROI 40

ROI Measurement Customer Experience NPS 40

Customer Bliss

MAY 4, 2017

In this role, she leads the efforts on building out the customer experience (CX) strategy, the roadmap for driving CX improvements in all six CX disciplines and she is responsible for the centralized CX programs such as the Net Promoter Score customer listening program and the journey mapping center of excellence.

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160

Pointillist

MAY 19, 2020

times more likely than underperformers to be able to connect customer data in each channel with three or more other channels. “ Diane Magers, CCXP Founder and CEO Experience Catalysts For the second consecutive year, quantifying the ROI of customer experience initiatives is the top CX challenge.

Customer Journey 94

Customer Journey Measurement 2020 Management 94