eglobalis

FEBRUARY 3, 2025

For B2B enterprises, the integration of AI into customer experience strategies has become a cornerstone for staying competitive. Companies like Samsung, Oracle, SAP, and Salesforce, which have adopted AI early on, are reaping significant benefits, from enhanced customer satisfaction to operational efficiency.

B2B 391

B2B Customer Experience 2014 Customer Satisfaction 391

InMoment XI

NOVEMBER 22, 2024

Companies that focus on CX initiatives witness an 80% increase in revenue, highlighting the value of user feedback. With intense competition and changing customer preferences, businesses must better understand their users to stay ahead. Collecting user feedback for SaaS companies is a powerful step in this direction.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

eglobalis

JULY 2, 2024

Furthermore, it investigates contemporary global trends in customer feedback strategies that advocate for a shift beyond simplistic metrics. Despite its simplicity, more than 75% of organizations are projected to phase out NPS as a Measure of Success for Customer Service and Support by 2025, according to Gartner.

NPS 461

NPS Feedback Net Promoter Score B2C 461

eglobalis

MARCH 30, 2025

For years, metrics such as the limited Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys have been the backbone of CX perceived measurements along some other metrics and data. Low response rates, survey fatigue, and delayed feedback often leave companies reacting to problems far too late.

Banking 326

Banking NPS B2B Social Media 326

eglobalis

JANUARY 13, 2025

Designed for seamless integration with CRM systems, it offers real-time insights, proactive recommendations, and automation to streamline workflows. Through real-world examples and practical strategies, well explore how businesses can leverage these tools to enhance customer and agent experiences.

Marketing 417

Marketing E-support E Commerce Social Media 417

Retently

OCTOBER 16, 2024

Imagine transforming every email you send into an instant feedback opportunity. Without adding any extra steps or disrupting your recipient’s flow, you can gather real-time insights with every interaction. As email continues to be a major touchpoint for customer engagement – set to grow into a $17.9

Feedback 134

Feedback Customer Satisfaction Touchpoint Communication 134

eglobalis

JANUARY 7, 2025

Its customer-centric approach has enabled B2B companies to enhance product design, improve customer lives, and optimize experiences. This article provides a step-by-step guide to practically applying Design Thinking, detailed explanations of each step, insights into how B2B companies use it daily, and examples of real business cases.

B2B 294

B2B Innovation User Experience Customer Centricity 294

eglobalis

OCTOBER 9, 2024

When customers provide feedback, especially in the B2B space, the temptation is often to take their requests at face value and immediately begin development. After all, customer-centric businesses thrive on understanding and addressing their customers’ needs. I’d also love to hear your experiences on this subject.

Feedback 516

Feedback ROI Innovation B2B 516

InMoment XI

MARCH 26, 2025

In contrast, narrowing your survey to a smaller set of well-crafted questions can improve response rate and accuracy, delivering more meaningful insights and higher-quality survey data. Even more so in retail, customers appreciate brands that respect their time and are transparent about what theyre asking in online surveys.

Insights 195

Insights White Paper Customers Brands 195

InMoment XI

NOVEMBER 21, 2024

What Is Voice of Customer Analysis? Voice of Customer (VoC) refers to customer feedback on a business and its offerings. 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 195

Voice of Customer Loyalty Net Promoter Score 2025 195

InMoment XI

OCTOBER 15, 2024

These AI tools analyze existing review data to produce new, human-like content that mimics genuine customer feedback. In some cases, companies use AI-generated reviews as a quick way to boost their brand’s star rating and review volume on platforms like Google, Yelp, and Facebook and fill in the gaps where customer feedback is sparse.

Insights 195

Insights 2024 Feedback Contact Center 195

InMoment XI

OCTOBER 23, 2024

Customer experience in branch banking You need to re-think the concept of branch banking in order to leap ahead of the competition and improve customer experience across all your physical locations. Offer industry-specific solutions and insights. They can also quickly access customer support if need be.

Banking 195

Banking Customer Experience Financial Touchpoint 195

InMoment XI

AUGUST 3, 2023

Mastering unstructured data analytics is going to be key for any business wanting to improve the customer experience , and succeed in today’s business environment. While traditional customer feedback is a goldmine of insights that can drive business growth, a substantial portion of this valuable feedback lies in unstructured data.

Customer Insights 366

Customer Insights Insights White Paper Social Media 366

InMoment XI

NOVEMBER 18, 2024

Why Is Customer Behavior Analysis Important Customer behavior analysis provides information that helps businesses meet customer needs, build stronger relationships, and drive business growth. 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

AUGUST 9, 2022

When your business decisions are influenced by the feedback you get in customer surveys, it’s even more important to make sure you’re asking the right questions to get the right feedback. Read on to learn more about the different types of customer survey questions and what questions can help you get the most valuable feedback.

Feedback 370

Feedback Net Promoter Score Customers Insights 370

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

InMoment XI

NOVEMBER 13, 2024

Involuntary churn occurs against the customer’s will. It doesn’t represent a problem with customer satisfaction, but it indicates that you could improve your payment processor or methods. Why is Customer Churn Prediction Important? Predicting churn in any form is key to customer retention and satisfaction.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

Retently

MARCH 17, 2025

Key metrics to include (or skip) Actionable insights that go beyond the data and help drive real improvements. Ready-to-use examples for different reporting styles, whether youre all about the numbers, customer feedback, or a mix of both. Tracks customer pain points in real-time.

Insights 90

Insights NPS Metrics Customer Satisfaction 90

InMoment XI

OCTOBER 31, 2024

As a result, it’s important to deliver a positive call center experience that meets customer expectations. Call center metrics provide insight into the customer experience and quantify agent productivity. This approach helps identify improvement opportunities that can swiftly boost customer satisfaction.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

eglobalis

MARCH 13, 2025

Highlight Competitive Advantage : Show how a superior customer experience differentiates the company from competitors, potentially leading to increased market share. Leverage Customer Insights : Utilize customer feedback and analytics to identify pain points and opportunities, demonstrating a data-driven approach to decision-making.

Leadership 238

Leadership B2B B2C Net Promoter Score 238

InMoment XI

DECEMBER 10, 2024

This information guides product development to better fulfill customer needs and goals. It gives you a competitive advantage: Your product and business improvements will likely enhance customer satisfaction. As a result, youll succeed in retaining and acquiring customers to increase your market share.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

InMoment XI

OCTOBER 14, 2024

Sending survey requests to your customers is a great way to collect feedback and show them that you’re willing to listen. This drop is a result of survey fatigue, a growing concern for businesses looking to embrace the customer-centric approach. The survey itself is exhausting to complete.

2024 195

2024 Hospitality Feedback Healthcare 195

InMoment XI

OCTOBER 29, 2024

Loyal customers help your business by: Purchasing your product or service repeatedly Recommending your brand to friends and family Boosting your engagement by interacting with you online Providing thoughtful customer feedback to help you improve The Importance of Customer Loyalty Customer loyalty is crucial to business growth and sustainability.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

InMoment XI

DECEMBER 17, 2024

Benefits of Having A Customer Experience Manager Employing a dedicated customer experience manager can profoundly enhance your organization by providing a singular leadership point for the entire customer experience program. Supercharge Post-Service Customer Interactions 85% of your data is unstructured.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

JULY 18, 2024

What Is Customer Feedback? Customer feedback can take many forms, but it is defined as any information from customers about their experience with a product or service from a specific company. This can include the customer’s opinions, complaints, suggestions, and compliments.

Feedback 221

Feedback Social Media Net Promoter Score Customer Journey Mapping 221

InMoment XI

NOVEMBER 14, 2024

From brand mentions to product discussions, you gain insight into customer sentiment to help make informed decisions. The right social media listening tool will help you analyze customer behavior and competitors to stay ahead of the pack. This classification of public opinion gives you insight into your brand reputation.

Social Media 195

Social Media Multi-Channel Metrics 2024 195

eglobalis

JULY 31, 2024

The APAC region, known for its rapid technological advancements and tech adoption as its diverse markets, presents unique opportunities and challenges in the realm of customer experience. By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

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

eglobalis

SEPTEMBER 5, 2024

This integrated approach leads to clearer insights and stronger outcomes. Key Metrics for Customer Success (CS) Churn Rate Measures the percentage of customers discontinuing use over a given period. Customer Health Score (CHS) A composite metric evaluating customer engagement, usage frequency, and satisfaction.

Metrics 429

Metrics Customer Success 2024 2023 429

InMoment XI

FEBRUARY 12, 2025

With 36% of customers browsing two review sites and 41% checking three or more sites when deciding which local businesses to visit, the power of online reviews is undeniable. This could result in increased sales and more reviews (if you play your cards right), helping you attract even more new customers.

Feedback 221

Feedback Retail Social Media Advertising 221

InMoment XI

AUGUST 14, 2024

Unlock the full potential of your customer feedback with InMoment’s AI-powered solutions. Discover how advanced AI technology can transform raw data into actionable insights, driving informed decisions and improving customer satisfaction. What Is AI Customer Feedback?

Feedback 195

Feedback Customer Experience Social Media Hotels 195

InMoment XI

MARCH 14, 2025

Improving Customer Satisfaction Performance analysis helps you identify whats working in your contact center and what isnt. When you find the pain points in customer interactions, you know where to focus on your quest to deliver better service, faster resolutions, and improved customer experiences. But which is it?

Call Center 195

Call Center Metrics Average Handle Time Contact Center 195

Retently

JANUARY 13, 2025

By measuring the effort your customers expend, youre unlocking insights into what works and what doesnt. Choosing a CES tool that fits your business needs whether its for automation, real-time feedback, or advanced analytics ensures you can collect meaningful data and act on it effectively. Low scores?

Measurement 117

Measurement Effort Score Multi-Channel Net Promoter Score 117

InMoment XI

NOVEMBER 4, 2024

The FTC’s Updated Regulations on Reviews and Endorsements In August 2024, the FTC finalized new rules targeting fake reviews , deceptive endorsements, and manipulation of customer feedback. There are tools available that allow businesses to easily solicit reviews from their broader base of customers.

Social Media 195

Social Media 2024 Financial Consumers 195

Thematic

APRIL 8, 2025

Ever wonder how to actually use all that customer feedback you collect? That’s where a strong customer feedback loop process comes in. It typically includes four stages: collecting feedback, analyzing feedback, implementing changes, and closing the loop (following up with customers).

Feedback 62

Feedback NPS Insights Customers 62

Thematic

APRIL 21, 2025

To prevent this silent churn, forward-thinking companies implement structured customer service feedback loops. These customer feedback loops help identify issues early, allowing for continuous refinement of service processes.​ What Is a Customer Service Feedback Loop?

Feedback 62

Feedback Customer Service Net Promoter Score NPS 62

Thematic

MARCH 30, 2025

It’s also about understanding what your customers need, sometimes before they even ask. That’s why customer service insights are important. Those moments don’t happen by accident; they happen because businesses use customer insights to personalize customer interactions and optimize workflows.

Information 62

Information Insights Customer Service Airlines 62