InMoment XI

MAY 31, 2022

With the number of touchpoints a customer has with a brand increasing with the proliferation of technologies and channels, the need to create a consistent experience is critically important.” – McKinsey & Company. And don’t discount the data your customers volunteer on social media and review sites.

Customer Journey Mapping 396

Customer Journey Mapping Customer Journey Net Promoter Score Touchpoint 396

BirdEye

APRIL 13, 2023

Social media advertising has changed the marketing and advertising world by making it easier than ever for businesses to reach their target audience. With billions of active users across platforms, social media advertising offers a level playing field to reach a vast audience and build brand awareness.

Social Media 98

Social Media Advertising E Commerce Fashion 98

CloudCherry

JULY 25, 2018

The MIT Technology Review: Getting To Iconic report is based on surveys conducted with over 550 business executives at global firms—including retail, IT, logistics, healthcare, IT, and more— in over 30 countries between May and July 2017. Optimizing technology. Likelihood to use leading-edge technology solutions.

Technology 170

Technology Brands Customer Experience Omnichannel 170

InMoment XI

NOVEMBER 20, 2023

As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. As we delve into the realm of AI in Customer Experience (CX), we will explore how this technology is reshaping the customer-business relationship. What is AI in CX?

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

Thematic

APRIL 3, 2025

Understanding the Text Analytics Market At its core, text analytics is all about turning unstructured text—like customer feedback, emails, support tickets, and social media posts—into something useful. Exponential growth in unstructured data (social media, emails, customer feedback). The challenge?

Marketing 62

Marketing 2030 E Commerce Social Media 62

InMoment XI

JULY 23, 2024

This means it can include everything from discovering your brand through social media, navigating your website, making a purchase, and receiving support after they make an online purchase. Having a good or even a bad e-commerce customer experience can significantly impact your bottom line.

E Commerce 195

E Commerce Measurement Customer Experience E-support 195

InMoment XI

AUGUST 14, 2024

Discover how advanced AI technology can transform raw data into actionable insights, driving informed decisions and improving customer satisfaction. By leveraging natural language processing (NLP), AI can analyze customer reviews, social media posts, and support tickets to determine the overall sentiment—positive, negative, or neutral.

Feedback 195

Feedback Customer Experience Social Media Hotels 195

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Chase Clemons, Head of Customer Support at 37 Signals.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

GetFeedback

AUGUST 14, 2019

Customers change: E xisting customers leave, and new ones come along. Trends change: New industry trends, regulations, and technologies emerge, creating new business dynamics. A side note based on the key drivers of the ACSI: expectations, quality, and value, I believe, are all closely linked.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

GetFeedback

JULY 23, 2018

Smart retailers know that brand interactions have moved beyond the limits of brick-and-mortar stores—interactions happen on the company website, via e-commerce platforms, on social media, on review websites and platforms, through television and other advertisement media, and through new channels that seem to be constantly changing.

Customer Journey Mapping 218

Customer Journey Mapping Customer Journey Retail E Commerce 218

Thematic

MARCH 20, 2025

Customer feedback used to be a puzzle—scattered across surveys, support tickets, and social media. AI, on the other hand, can digest massive amounts of customer data in seconds—pulling in insights from emails, chat logs, surveys, reviews, and social media. Take Atlassian , for example.

Customer Insights 62

Customer Insights Insights Social Media E-support 62

transcosmos Information Systems

SEPTEMBER 5, 2018

During ancient times when the internet was but a fledgeling piece of technology, man relied on archaic ways like the reliable word-of-mouth when looking for reviews about certain consumer products or services before procuring them. Now, social media has turned into a place for business, too. billion active users with 1.47

Social Media 69

Social Media E-support Document Customer Service Strategies 69

InMoment XI

JULY 25, 2024

To do this, you need to have a unified view of customer interactions across all channels, such as phone, email, chat, social media, or any other channel. So, to retain agents, work hard to foster a positive work environment for employees with adequate support, recognition, and career development opportunities.

Contact Center 195

Contact Center 2024 E Commerce Social Media 195

CSM Magazine

NOVEMBER 26, 2024

Understanding AI in Customer Experience Artificial intelligence (AI) encompasses technologies designed to simulate human intelligence, analyze vast datasets, and improve over time. The concept of customer relations covers every interaction between a brand and its customers, spanning from initial interest to post-sale support.

Interaction 52

Interaction Engagement E Commerce E-support 52

Win the Customer

DECEMBER 23, 2024

Implement personalized recommendations, proactive support, and tailored communication strategies across all customer touchpoints. Integrate these conversational AI agents across various channels, including websites, mobile apps, social media, and messaging platforms.

Customer Service 59

Customer Service E Commerce Social Media Travel 59

Thematic

OCTOBER 30, 2024

You can collect VoC data through: Surveys Interviews Reviews Social media interactions This data is crucial for understanding customer satisfaction, identifying areas for improvement, and strengthening customer relationships. Provide better customer support Financial services can use VoC to improve their customer support.

Voice of Customer 62

Voice of Customer Insights E Commerce E-support 62

CSM Magazine

MARCH 11, 2025

Increasing adoption of AI-driven support solutions and omnichannel communication is transforming customer service experiences. The customer service market has undergone significant transformation in recent years, driven by technological advancements and evolving consumer expectations. billion in 2024 to USD 800.0

Customer Service 52

Customer Service E Commerce Marketing E-support 52

InMoment XI

FEBRUARY 14, 2024

This approach ensures that customers can interact with a business or brand consistently regardless of whether they are using a website, a mobile app, social media, a physical store, or any other channel. Additionally, providing self-service options through digital channels can reduce the need for expensive customer support resources.

Omnichannel 195

Omnichannel Customer Experience Social Media E Commerce 195

InMoment XI

JANUARY 16, 2024

By integrating these advanced technologies, these companies aim to streamline customer interaction, automate routine tasks, and optimize their overall operations. E-commerce Chatbots for Customer Support: E-commerce platforms often use AI-driven chatbots to provide instant assistance to customers.

Contact Center 195

Contact Center Virtual Agent E Commerce E-support 195

CSM Magazine

OCTOBER 21, 2024

Offering effective customer support helps ensure that players are satisfied, reassured, and more likely to return. Meeting Different Customer Needs Payment Support : Players should have a variety of options when it comes to payments, including credit cards, debit cards, and e-wallets.

Customer Service 52

Customer Service E-support Social Media Customer Service Representative 52

CSM Magazine

FEBRUARY 5, 2025

From renting office space to installing advanced technologies and hiring skilled staff, the initial costs can add up quickly. Crowdfunding Campaigns Platforms like Kickstarter, GoFundMe, and Indiegogo are great for raising funds directly from supporters. Use these funds to build your call center infrastructure.

Call Center 52

Call Center E Commerce E-support Social Media 52

Thematic

NOVEMBER 18, 2024

AI sentiment analysis enables organizations to analyze millions of reviews or social media posts. For instance, an e-commerce company might pick up on recurring complaints about product quality or delivery times. Social Media Monitoring: Brands can keep an eye on their reputation by using AI to analyze social media mentions.

Multi-Channel 62

Multi-Channel Social Media E-support Net Promoter Score 62

ShepHyken

JANUARY 8, 2021

H e explores the impact of COVID-19 on contact centres and the consumer response during the pandemic. According to HubSpot, 90% of consumers argue that one channel alone is not enough in terms of customer service, instead preferring an omnichannel experience consisting of email, live chat, social media and contact centres.

E-support 146

E-support Omnichannel Competitive Advantage Customer Centricity 146

InMoment XI

JANUARY 4, 2024

Responsive Customer Support Offer responsive and accessible customer support across various channels, including live chat, email, and social media. Implement technologies like self-checkout kiosks or mobile payment options to offer customers faster and more efficient ways to complete their purchases.

Retail 195

Retail Customer Experience Social Media NPS 195

GetFeedback

MAY 2, 2019

With the rise of the internet and social media, it can be damaging for a company to be on the receiving end of public complaints about a customer service experience. This is because customers, technology, and the general environment are constantly changing. Constantly listen to client feedback. About the guest author.

Customer Service 170

Customer Service Social Media E-support Feedback 170

CSM Magazine

FEBRUARY 5, 2025

Hybrid contact centers integrate advanced technology with skilled human agents to deliver faster, more efficient, and personalized support. A purely human-driven contact center can struggle to scale, while an entirely AI-driven support system may lack the personal touch needed to address complex inquiries.

Contact Center 52

Contact Center E Commerce E-support Social Media 52

InMoment XI

MARCH 25, 2024

The e-commerce and retail giant implements predictive analytics techniques across various facets of its operations, from its powerful product recommendation engine (“Customers also bought these items”) to dynamic pricing adjustments. A classic example comes from Amazon. There are many ways to try to automate this task.

Customer Experience 195

Customer Experience Social Media E Commerce Retail 195

Calabrio

MARCH 25, 2025

Without an AI-ready strategy to match, the latest technology can create new challenges instead of solving them. Meanwhile, 59% fail to provide ongoing coaching and support to help agents navigate AI-driven workflows. The gap is clear: to truly empower agents, organizations must invest in the right supportnot just the right technology.

Contact Center 52

Contact Center 2025 E-support Omnichannel 52

Thematic

JANUARY 21, 2025

Have you ever wondered how businesses make sense of thousands of customer reviews, emails, and social media comments? Text analytics acts as a secret decoder for all the text your business interacts with—customer reviews, social media comments, emails, and more. They use text analytics ! So, what is text analytics?

Insights 62

Insights Social Media E Commerce 2030 62

Alida

SEPTEMBER 22, 2016

Customers, especially Millennials , expect transparency and honesty—and they support companies they perceive to be truthful and real. According to Vanderbilt, social media and our sharing economy have transformed how people’s tastes are influenced by others. Super important point – authenticity drives loyalty #vcsummit.

2016 267

2016 Innovation Marketing Insights 267

transcosmos Information Systems

SEPTEMBER 27, 2016

While your customers are probably online all the time, chances are, this connectivity offers a new challenge on how to deliver exceptional customer service support for people on the go in this digital age. So, why is the demand for good customer service support even greater in this digital age? Be more social.

Customer Service 107

Customer Service Social Media E-support 2015 107

Optimove

DECEMBER 11, 2024

Especially with the power of influencers, TikTok and social media in general, the power of a constant visual reminder of your brand shouldnt be underestimated for its power to drive further customer engagement. Be attentive: Make it easier to get support by putting all of your support options on one easily accessible page.

E Commerce 52

E Commerce E-support Loyalty Programs Social Media 52

Thematic

MARCH 30, 2025

That means gathering customer data from a range of sources—surveys, CRM systems, support tickets, social media, product usage, and more. Forecast demand trends to optimize staffing, inventory, or support capacity. Support adjusts messaging in real time. But collecting feedback is only half the battle.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

Kustomer

NOVEMBER 4, 2020

One of the biggest challenges facing customer service teams is handling an increase in customer support calls, emails, and social media inquiries. Customer service teams can employ AI to handle low-level support issues in real time, and gather initial information for live agents before intervention is needed. Hey Google!)

2021 124

2021 Customer Experience E-support Omnichannel 124

Thematic

MARCH 20, 2025

 By analyzing support tickets, emails, and chat logs, it uncovers common issues, tracks sentiment, and speeds up response times. Think about it—customer feedback comes from: Emails Chat transcripts Online reviews Social media comments Without AI-powered text analytics, you struggle to code qualitative data and make sense of them.

Customer Service 62

Customer Service E-support Feedback Insights 62

ShepHyken

MARCH 26, 2019

The Interview with Natalie Petouhoff: Companies that become too enamored with chatbots, AI, and other technologies can risk losing touch with their customers. It can eliminate mundane, repetitive task for support center agents and help them build better rapport with their customers, which thereby improves the customer experience.

White Paper 128

White Paper Contact Center E-support Social Media 128

TechSee

JANUARY 29, 2019

In recent years, a wide range of AI technologies have been successfully integrated into the CRM domain, from sales and marketing to customer support and retention. Its visual capabilities can be integrated with core AI sales technologies, such as recommendations, forecasting and scoring. No – computer vision.

E Commerce 164

E Commerce E-support Sales Fashion 164