InMoment XI

NOVEMBER 21, 2024

The process helps you build a rich dataset that provides insight into customer behavior. Voice of Customer analysis enables you to capture these key insights for customer satisfaction and retention. VoC insights help businesses make data-driven decisions for customer experience (CX) improvements.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

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

Optimove

JANUARY 30, 2024

Get CDP Institute’s Guide on why your CDP needs a brain Download Now Why it Matters: For marketers, the right way to measure campaigns is by using a multi-touch attribution model to understand the incremental impact of each touchpoint in a customer journey. Optimove takes it one step further. Optimove calls them Streams.

Customer Journey 59

Customer Journey Measurement Multi-Channel Touchpoint 59

InMoment XI

OCTOBER 4, 2023

But, we are confident in saying that the strategies we are developing that view the customer experience as the sum of integrated feedback, insights, and actions are going to distinguish us from our competitors in a significant way. Human insight, analysis, and creativity remain indispensable. What is Integrated CX?

Blog 418

Blog Customer Experience Net Promoter Score Financial 418

InMoment XI

AUGUST 30, 2022

Customer satisfaction surveys enable you to measure your customer’s satisfaction with your businesses products, services, experiences, or even your staff. They can use a rating system that can be tracked over time, offer specific insights into your customers’ pain points, and help you work to continue to meet your customer’s needs.

Customer Satisfaction 370

Customer Satisfaction Net Promoter Score White Paper Effort Score 370

InMoment XI

OCTOBER 31, 2024

What Are Important Call Center Metrics to Measure? Call center metrics provide insight into the customer experience and quantify agent productivity. Average Handle Time (AHT) Average Handle Time (AHT) measures the average time taken by an agent to complete a single call. Lower AHT reflects efficient service.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

BlueOcean

OCTOBER 14, 2024

Need some insight? Detail roles and responsibilities, policies, and measurements. Outline your attraction and recruitment strategies, processes, and success measurements, including results for hiring for the past 12 months. Describe your employee engagement strategies and measurement processes.

Contact Center 156

Contact Center Culture Measurement Technology 156

SurveyGizmo

DECEMBER 27, 2022

We’ve compiled a comprehensive list of the most popular KPIs that mobile app developers are using to measure (and solidify) their apps’ success. Downloads, new signups, and uninstalls In 2021, mobile apps were downloaded more than 230 billion times globally. Downloads are the starting metric for most developers.

Metrics 52

Metrics Measurement Download 2021 52

Optimove

NOVEMBER 19, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: Successful iGaming brands craft moments of excitement that go beyond bonuses. Captain Up and Gamanza contribute cutting-edge gamification mechanics, while Optimove delivers AI-driven personalization, orchestration, and measurement.

Return on Investment 52

Return on Investment Sports Download ROI 52

Optimove

NOVEMBER 18, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Optimove’s recognition in The Forrester Wave : Cross-Channel Marketing Hubs, Q4 2024 highlights its strength as a solution for digital-first marketers who need a customer-led, orchestration-oriented marketing tool.

2024 59

2024 E Commerce Marketing E-support 59

BlueOcean

OCTOBER 23, 2023

You can also download our customizable RFP template here. Detail roles and responsibilities, policies, and measurements. Outline your attraction and recruitment strategies, processes, and success measurements, including results for hiring for the past 12 months. We hope this makes your RFP process a little smoother!

Customer Care 177

Customer Care Contact Center Culture Measurement 177

Optimove

NOVEMBER 29, 2023

Our new report unlocks valuable insights into customer perceptions of AI, and provides tips on how to best use AI to enhance the customer experience and increase lifetime customer value (LCV). Dive Deeper and Download the Full Report These are just some of the insights we uncovered in our 2024 report.

2024 52

2024 Consumers Loyalty Insights 52

Feedbackly

OCTOBER 13, 2022

EVI® is a CX metric designed to measure customers’ emotional experience with the brand. It is a KPI that helps you track, measure, and analyze how customers feel about your business and understand its impact. For a comprehensive measure, use EVI® with other metrics like NPS, CES, and C-SAT. Download your free EVI® eBook here:

Customer Journey 64

Customer Journey Measurement NPS Social Media 64

InMoment XI

JANUARY 2, 2023

When you start your CX efforts, you need to consider how to measure it. Together, these can give you insight into where you stand and how to improve your CX: Net Promoter Score ( NPS ) Customer Satisfaction (CSAT) Customer Effort Score ( CES ). How Do I Measure Customer Experience? More referrals and positive word of mouth.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

Optimove

NOVEMBER 26, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: Building a successful post-purchase journey requires a careful balance of strategy, data insights, and phased implementation. How AI is Transforming CDPs Download Now>> 1. How Will Insights from Phase One Inform Multi-Channel Strategies?

Multi-Channel 52

Multi-Channel Roadmap Touchpoint Metrics 52

Optimove

NOVEMBER 25, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: As we approach 2025, the marketing landscape is rapidly evolving, requiring marketers to stay ahead of emerging trends and technologies to maintain a competitive edge. How AI is Transforming CDPs Download Now>> 3.

2025 59

2025 Technology Marketing Omnichannel 59

West Monroe

APRIL 19, 2023

The ability to identify data and centralize it for analysis is key; from there, teams can better develop insights and test and learn in real time, encouraging more collaboration and actions rooted in data. In today’s macroenvironment, organizations need to continue making investments in systems and processes, people, and customer insights.

Insights 52

Insights ROI 2023 Download 52

Optimove

JULY 22, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: A CRM (Customer Relationship Management) Marketing strategy ensures brands deliver personalized, relevant communications for each customer’s journey. The CRM Marketer Evolution’s Curve Guide Download Now >> 2. Download Now 4.

Marketing 52

Marketing Download Loyalty Customer Relationships 52

Stella Connect

DECEMBER 7, 2021

We published these insights on the future of customer service in our free report, Customer Service Trends for 2022: Preparing for the Future of Customer Service , which is now available to download. . 5 Best Practices from Our 2022 Insights on the Future of Customer Service Report.

Insights 99

Insights Customer Service 2022 Customer Satisfaction 99

Comm100

SEPTEMBER 28, 2022

Key performance indicators, or KPIs, are performance measurements that show how effectively a company is achieving its goals. KPIs can measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more. Live Chat Benchmark Report 2022. Click here.

Measurement 96

Measurement Average Handle Time Metrics Customer Satisfaction 96

Optimove

AUGUST 7, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: iGaming and Sports Betting operators can now deliver an unparalleled AI-orchestrated gamification experience, driving higher retention rates and deeper player engagement. For more insights on Optimove’s A)-Orchestrated Gamification Request a Demo.

Sports 69

Sports Multi-Channel 2012 Download 69

GetFeedback

NOVEMBER 25, 2019

The ACSI is the only national economic indicator that measures customer satisfaction across the U.S. Click here to download the current industry benchmarks. If you’re new to Customer Satisfaction Score (CSAT), a good starting point is seeing how you compare to peers in your industry. to get a pulse on CSAT across industries.

Customer Satisfaction 293

Customer Satisfaction Apparel Insurance Wireless 293

Optimove

NOVEMBER 27, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: This Thanksgiving, it’s time to appreciate how AI and GenAI are redefining the role of marketers, allowing them to transcend rigid job descriptions and become more creative, impactful, and precise.

Technology 52

Technology Marketing Download Touchpoint 52

Optimove

OCTOBER 30, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: It is crucial for brands to understand AI’s risks in marketing to harness its benefits without compromising customer trust and loyalty. In Summary For more insights on how to face the haunting fears and anxiety AI brings, contact us to request a demo.

Marketing 69

Marketing Download Customer Service Representative Government 69

Qualtrics

DECEMBER 8, 2020

Get started today with our simple guide to measuring brand equity What is brand equity and why does it matter? Learn more: Read our Ultimate Guide to Brand Equity to understand how brand equity is defined, how to build positive brand equity levels and how to consistently measure it over time. 7 ways to measure brand equity.

Measurement 59

Measurement Brands Net Promoter Score Social Media 59

BirdEye

SEPTEMBER 4, 2024

This blog post uncovers everything you need about Instagram analytics—its benefits, tools to measure, and ways to tweak your social media strategy based on the insights. Tracking engagement rates across content formats, audience groups, and posting schedules from the Insights section is game-changing.

Social Media 59

Social Media Multi-Channel Metrics Measurement 59

Feedbackly

SEPTEMBER 22, 2023

Define Clear Objectives Start by identifying what you intend to measure in line with your business goals. Choosing KPIs based on your business goals helps your team members focus, track, measure, and evaluate the data better. However, you do need to choose the best ones for your business.

Net Promoter Score 98

Net Promoter Score NPS Measurement Metrics 98

Gainsight

JUNE 17, 2022

If you’re considering implementing—or have already implemented—a product-led growth (PLG) strategy, one of the first things you should determine are the metrics you’ll need to measure success. . After all, it’s impossible to improve if you’re not measuring your enhancements. You will also need this data to measure changes over time. .

Measurement 52

Measurement Net Promoter Score Metrics Roadmap 52

inQuba

APRIL 5, 2023

With so many channels along the customer journey, trying to measure the revenue, costs and profitability of channels and journeys can feel like navigating a minefield blindfolded! Reducing costs Measuring channel costs can help businesses identify areas where they can reduce costs without negatively impacting revenue.

Measurement 52

Measurement Management Call Center Customer Journey 52

TechSee

OCTOBER 17, 2024

Here, we will explore the transformative impact of visual service and AI, drawing insights from real-world examples and highlighting key strategies for successful implementation. For a more detailed analysis, be sure to download our comprehensive white paper and industry report.

White Paper 109

White Paper Customer Satisfaction Telecommunications Download 109

West Monroe

APRIL 19, 2023

Download the Infographic Digital and Org Design: 4 Insights from Utility Leaders download Insight 1: Utility customers have high expectations, and they are largely not being met Utility customers have understandably high expectations for service.

Insights 52

Insights Culture Download 2023 52

GetFeedback

AUGUST 14, 2019

In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. FREE TOOL: CSAT CALCULATOR .

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

inmoment

JULY 9, 2019

5 Elements for Employee Experience Measurement. Our latest PoV, “The EX Factor: 5 Areas That Effectively Measure the Employee Experience,” takes an in-depth look at the five key elements companies should consider when measuring employee experience. Interested in more tips and insights on measuring employee engagement?

Employee Experience 68

Employee Experience Measurement Culture Download 68

Gainsight

MARCH 15, 2022

Beyond giving you steady tools to measure progress, product management KPIs also open up the user’s experience and reveal opportunities to connect with them on a deeper level. At the same time, when you act on those insights, product management KPIs show you where you went right or still need to improve. Active User Rates.

Measurement 52

Measurement Management Customer Retention Metrics 52

West Monroe

APRIL 19, 2023

Insight 2: Culture and talent impact financial services firms’ digital agility and business outcomes–and rethinking how banks hire is a necessity High-performing, digitally mature organizations bring together diverse perspectives to problem-solve, develop new solutions, and make improvements iteratively.

Financial 52

Financial Insights Banking Customer Centricity 52

West Monroe

APRIL 19, 2023

Insight 2: Culture and talent impact financial services firms’ digital agility and business outcomes–and rethinking how banks hire is a necessity High-performing, digitally mature organizations bring together diverse perspectives to problem-solve, develop new solutions, and make improvements iteratively.

Financial 52

Financial Insights Banking Customer Centricity 52

Optimove

JULY 1, 2024

Re-engage your churned customers with this guide Download Now Why it Matters: Online lottery in the United States is projected to grow from $5.74 Utilize data analytics to gain insights and enhance operations and customer experience. Generative AI insights empower marketers to optimize their strategies more efficiently.

2029 69

2029 2024 Omnichannel Touchpoint 69