InMoment XI

APRIL 3, 2025

Leading companies are now integrating insights from customer care teams to identify early signals of issues, engaging in brand reputation management , and broadening their CX approach to ensure real-time responsiveness. And build their experience design and measurement around these insights.

Culture 195

Culture Social Media Government Loyalty 195

Alida

NOVEMBER 25, 2016

These companies understand that the more they know their customers, and the more they engage with them, the greater the benefits of customer intelligence. This raises the question: What is the ROI of customer intelligence and how do you measure it? Some brands use their community to build buzz and awareness.

ROI 269

ROI Measurement Brands Net Promoter Score 269

BlueOcean

MARCH 3, 2025

Yes, ROI is found in tangible dollars, but were also talking about factors such as: Customer satisfaction Innovation Process improvement You need a partner that understands current and future trends in the industry and how they can walk with us on that journey as the space evolves.

Insights 156

Insights Contact Center Culture Customer Journey Mapping 156

InMoment XI

NOVEMBER 7, 2024

Furthermore, 86% of those leaders also agree that AI and automation have helped them scale their operations, with the majority believing those tools are more effective for scaling operations than hiring more customer service representatives. What is Customer Experience Automation?

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

InMoment XI

AUGUST 19, 2024

What is the ROI of Customer Experience? Customer Experience ROI is a critical metric that measures the financial impact of enhancing customer experiences. By improving customer interactions, businesses can see tangible benefits like increased sales, improved retention, and heightened customer loyalty.

ROI 195

ROI Customer Experience Net Promoter Score Telecommunications 195

InMoment XI

OCTOBER 29, 2024

Building customer loyalty results in higher retention, increased revenue, and positive word-of-mouth, which helps you stand out in competitive markets. To see how you could maximize your business revenue and ROI with InMoment’s voice of the customer (VoC) tools, fill out the ROI calculator below!

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

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 supports long-term growth.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

Experience Investigators by 360Connext

APRIL 23, 2024

If you have customers, then they’re having an experience with your brand, your products, and at every step in their journey. Customer Experience Management (CEM) is a strategic approach that focuses on proactively designing and delivering the entire customer journey to meet or exceed expectations.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

NOVEMBER 2, 2021

Creating tangible value for your business—and that means proving that sometimes elusive CX ROI. Four Ways to Prove CX ROI (and Assets That Show You How). For example, America’s largest cable and home internet provider leverages VoC technology in their regional customer care centers (and are able to prove millions in CX ROI).

ROI 195

ROI White Paper Customer Retention Customer Journey 195

eglobalis

JUNE 27, 2024

A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

Alida

SEPTEMBER 26, 2018

Companies need the ‘authentic human insight’ of their customers to make better business decisions.”. When you merge those insights with proven growth strategies, you have a winning formula for a thriving business. Companies that adopt the customer experience path need to start by answering the question, ‘Who is the customer?’”

Customer Insights 408

Customer Insights Insights Books Customer Journey 408

InMoment XI

NOVEMBER 15, 2023

With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. Customer experience analytics is the practice that empowers businesses to do just that. Where Does the Data From Customer Experience Analysis Come From?

Insights 243

Insights E Commerce Customer Experience E-support 243

InMoment XI

NOVEMBER 16, 2023

Elevating Customer Experience Through Strategic Productivity Insights In a recent workshop conducted at the XI Forum 2023 in London by industry experts Simon Fraser, VP, Insights and Consultancy at InMoment, and Simon Hedaux, Founder of Rethink Productivity , the focus was on enhancing productivity to drive experience improvement within businesses.

Workshop 447

Workshop 2023 Healthcare Travel 447

GetFeedback

JANUARY 12, 2020

Rather, in this article, I’ll try to help you identify the weaknesses in your customer journey that, if improved, would actually lead to improved customer satisfaction and better business performance. . That’s step one of a customer journey–the customer recognizes a problem to be solved, or a goal to be achieved.

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

eglobalis

JULY 31, 2024

Customer Data Platforms (CDPs) CDPs such as Segment and companies as Oracle, SAS, Adobe, Tealium software’s collect and unify customer data from various sources to create a single, comprehensive customer view in many cases in real-time. Continuous Personalization Customers expect personalized interactions at every touchpoint.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

InteractionMetrics

JANUARY 7, 2025

The discussion highlighted the synergy between scientific customer feedback and customer journey mapping, likening these two tools to the left foot and right foot of an effective CX strategy. Or, in our words, bad data in, bad insights out. Takeaways from the Customer Journey Mapping Roundtable Takeaway #1.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Consulting B2B 52

GetFeedback

DECEMBER 2, 2019

Use other business knowledge to find the ROI of your CSAT initiatives. If your CSAT metric is 60%, that means 40% of your customers are at risk of defection. A simple way to consider ROI is to take the number of dissatisfied customers and multiply that by how much it would cost to sell to new customers. .

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

Experience Investigators by 360Connext

JANUARY 7, 2025

Increase customer lifetime value by creating personalized up-sell and cross-sell campaigns based on each customers prior purchases. However, a quick word of advice: Any metric can give you some insight into your success, but no metric is worth your sole attention. Be sure to listen for untold customer feedback , too.

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

delighted

OCTOBER 22, 2024

Mapping these touchpoints is crucial to understanding the ecommerce customer journey – and improving customer experiences. Leveraging tools that collect customer insights and data, ecommerce brands can readily gather the information they need to better serve their customers.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Social Media Net Promoter Score 52

Alida

SEPTEMBER 30, 2016

From emerging upstarts to established conglomerates, brands of all sizes now recognize that getting closer to customers is key to long-term business success. In our customer-led world, the various types of online communities have become an indispensable tool to harness customer feedback and insight. TWEET THIS STAT ).

ROI 254

ROI 2016 E-support Sports 254

Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . What they need is a full picture—the “why” of customer behavior.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

GetFeedback

MARCH 21, 2019

A great approach is to map the NPS data to your customer journey. This means mapping your NPS results where your customers encounter, acquire, and interact with your product or service. The better the experience is at each point in the journey, the happier your customers will be. The customer journey.

NPS 186

NPS Customer Journey Net Promoter Score Social Media 186

InMoment XI

DECEMBER 30, 2021

Graham Tutton (InMoment) and Maxie Schmidt-Subramanian (Forrester) discussed topics such as how to build an ROI model for your CX program and what you should focus on if you think your CX program isn’t perfect yet. How to Win the “Make or Break” Moments in the SaaS Customer Journey.

Webinar 370

Webinar Metrics Touchpoint Customer Journey 370

CloudCherry

MARCH 28, 2019

Insights shine a light on hidden opportunities. CX insights can help you connect experience to your business goals, beat the competition and deliver a consistently delightful experience to your customers. Gaining insight is essential to your success. At CloudCherry, we want to disrupt the customer experience industry.

Insights 231

Insights CEM NPS ROI 231

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

inQuba

OCTOBER 22, 2024

To give you a sense of the ROI, consider the following case studies: Journey Orchestration ROIs The client is a leading financial service provider and offers truly unique solutions to the market. We have an excellent relationship with them and they are enjoying really great ROI.

ROI 52

ROI Customer Journey Financial Engagement 52

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. Return on Investment (ROI) : Calculates profitability from specific CX investments over time, comparing gains against costs.

NPS 461

NPS Feedback Net Promoter Score B2C 461

Alida

JULY 11, 2018

In a panel session moderated by our very own Karen Eisen, experts from Canadian Tire, Jamieson Laboratories, CIBC and Flipp shared how they are using customer insight to improve the customer experience. Canadian Tire: Use insight to meet the needs of different customers. One way is through research cost savings.

Insights 141

Insights Brands Banking ROI 141

InMoment XI

DECEMBER 15, 2022

It has also changed the way that your customers interact with you. Whether it be a customer, prospect, or non-buyer, every piece of the customer journey looks differently today than it did before the pandemic, particularly when it comes to the digital experience. Businesses have been forced into being digital-first.

Social Media 397

Social Media 2019 Metrics Customer Journey 397

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. Take Instacart.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

InMoment XI

MARCH 18, 2024

That’s where InMoment steps in, offering a simplified pathway to success with our Integrated CX approach: Strongest Signals, Richer Insights, and Smarter Actions. Integrated customer experience ensures understanding, prioritising, and taking action for amplified customer satisfaction and business growth.

Insights 195

Insights Multi-Channel Webinar Social Media 195

inQuba

MARCH 12, 2025

In today’s competitive market, emotional marketing has become a crucial strategy for businesses seeking to establish strong connections with their customers. By leveraging emotions, companies can drive brand loyalty, increase sales, and enhance customer retention.

ROI 52

ROI Customer Retention Connections Measurement 52

InMoment XI

APRIL 18, 2023

Here’s an overview of their Q&A: What Is the Customer Show? The Customer Show launched in 2022, and the premise behind the event is to bring together everyone playing an active—or even a passive—role in the customer journey.

ROI 195

ROI 2023 Events Insurance 195

inQuba

MARCH 28, 2025

Have you thought about the effectiveness of traditional customer experience (CX) programs versus the emerging field of customer journey management? Traditional CX, often centred around feedback and surveys, is a subset of a broader customer-centric journey analytics and orchestration program.

Customer Journey 52

Customer Journey Management ROI Customer Centricity 52

inQuba

APRIL 16, 2025

The rapid advancements in AI for customer experience (CX) have raised expectations, but many organizations still struggle to deliver truly seamless and personalized service. To unlock the full potential of AI in CX, businesses need to embrace customer journey management solutions and thats where www.inquba.com leads the way.

Customer Journey 52

Customer Journey Management Chief Customer Officer ROI 52

InMoment XI

OCTOBER 10, 2024

Depending on what goals you set at the beginning of your social media management journey, you can track different metrics such as engagement rate, click-through rate, or conversion rate. 92% of marketers are concerned about the ROI of social media to one extent or the other.

Social Media 195

Social Media Management 2024 Multi-Channel 195