eglobalis

JANUARY 13, 2025

The AI system monitored real-time performance metrics, alerting technicians to potential issues before they escalated. Improving First-Contact Resolution Rates AI tools improve first-contact resolution (FCR) rates by equipping agents with relevant information in real time.

Marketing 422

Marketing E-support E Commerce Social Media 422

InMoment XI

DECEMBER 18, 2024

These insights ensure agents dont miss out on valuable information they can use to satisfy and retain clients. Tools like real-time call transcriptions provide agents with the information they need for quick and effective issue resolution. Businesses looking to increase their contact center ROI should invest in automation.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

InMoment XI

NOVEMBER 14, 2024

You can think of it as your eyes and ears on social media with the information it provides. From brand mentions to product discussions, you gain insight into customer sentiment to help make informed decisions. It also provides insight into how sentiment shifts over time so that brands can inform strategy.

Social Media 195

Social Media Multi-Channel Metrics 2024 195

Experience Investigators by 360Connext

FEBRUARY 6, 2024

CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. But we see teams fall into an all-too-common trap when they don’t focus on why they’re collecting these metrics. Few experienced professionals dare to venture off from these tried-and-true metrics. And that’s a problem.

Metrics 270

Metrics Net Promoter Score NPS Effort Score 270

InMoment XI

NOVEMBER 22, 2024

What User Feedback Metrics Are Essential for a SaaS Company to Track? Net Promoter Score Churn Rate Customer Lifetime Value Retention Rate Customer Satisfaction Score Free-to-Paid Conversion Rate Customer Effort Score Activation Rate Lead Conversion Rate Customer feedback metrics provide data-driven insight into user activity and engagement.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

InMoment XI

NOVEMBER 21, 2024

For example, key metrics like CSAT help you improve aspects of your business to satisfy specific customer needs. It enables informed decision-making for CX teams. It informs product improvement strategy. With InMoment’s XI platform, you can leverage NPS survey design tools to collect the data you need to analyze this metric.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

eglobalis

MARCH 13, 2025

Siloed Data and Systems: Customer information in B2B is often fragmented across sales, marketing, account management, and support. Utilize Visual Dashboards : Create visual representations of CX metrics to effectively communicate progress and impact to leadership. Break transformation into manageable phases (e.g.,

Leadership 242

Leadership B2B B2C Net Promoter Score 242

InMoment XI

APRIL 22, 2025

It adds context to the data, uncovering customer sentiment, intent, and pain points that quantitative metrics alone cant explainfueling more targeted optimization and data-driven decision-making. For example, a customer might complete a purchase or subscribe (boosting your conversion metrics), yet still feel dissatisfied with the experience.

Insights 195

Insights Net Promoter Score Metrics Social Media 195

InMoment XI

DECEMBER 17, 2024

As your company begins to scale customer experience operations, it is possible for silos that cause different departments to use separate technologies and focus on different metrics, which fragments your understanding of the customer experience. Otherwise, your information silos stay intact and your customer journey remains fragmented.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

eglobalis

JANUARY 20, 2025

In this context , loyalty becomes more than just a metric; it is an indicator of long-term partnership strength. Moreover, conducting regular performance audits and maintaining proactive communication during potential disruptions ensures clients are always informed, further solidifying their confidence in the partnership.

B2B 433

B2B Loyalty Workshop Loyalty Programs 433

eglobalis

JUNE 27, 2024

These insights inform the service standards and product offerings that will most effectively meet customer expectations. Data analytics is critical for processing vast amounts of information to uncover patterns and actionable insights. There are several ways to obtain data and understand customers.

Customer Experience 467

Customer Experience Customer Centricity Net Promoter Score Government 467

Thematic

MARCH 30, 2025

The wait time is among the important metrics in customer service. more likely to have real-time access to product and customer information. That means smart businesses aren’t just waiting for problems to arise—they’re actively using data to stay ahead of the game. High-performing teams are 1.8x

Information 62

Information Insights Customer Service Airlines 62

InMoment XI

OCTOBER 25, 2024

Online reviews are the most trusted source of information for most people interacting with a restaurant for the first time. How Reputation Management Impacts A Restaurant Reputation management impacts a restaurant in terms of public opinion and business metrics. As a result, the restaurant improved the “speed of service” metric by 47%.

Feedback 195

Feedback Management Social Media 2024 195

BlueOcean

DECEMBER 2, 2024

It begins with training agents to pay active attention to what your customer is saying – not just the primary information like their name and address, but even the small comments, maybe something said in passing. How do metrics and standards play a role in exceptional customer service? There is no siloed information.

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

Experience Investigators by 360Connext

JANUARY 7, 2025

Youll identify metrics youll track to prove these outcomes, and we explain metrics more below. Measurement : Back to metrics, youll need tools or processes to continually check in on your program’s success and see how far youve come. Each of the above examples includes CX metrics you may choose to track.

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

CSM Magazine

JANUARY 20, 2025

Understanding how SEO metrics tie to customer satisfaction is no longer optionalit’s essential. Metrics like bounce rate, time on site, and keyword rankings don’t just track website performance; they reveal how well you’re meeting customer needs. Instead, you should tailor content to exactly what users expect to see.

Customer Satisfaction 64

Customer Satisfaction Metrics Measurement User Experience 64

InMoment XI

OCTOBER 17, 2024

Understanding customer expectations and behaviors is crucial to delivering consistent value and accomplishing key business metrics. A customer feedback questionnaire is a set of structured questions that aims to collect information from customers about their experience, opinions, and thoughts about your product or service.

Feedback 195

Feedback Insights Customers Banking 195

InMoment XI

OCTOBER 29, 2024

This information enables you to create personalized experiences that appeal to customer emotions. A combination of these metrics can help provide a complete picture of customer loyalty to identify areas for improvement. This is an important metric to track if you want to gauge long-term loyalty.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

Experience Investigators by 360Connext

OCTOBER 11, 2024

When something doesn’t go right or if the customer needs more information, customer service is there to save the day. A customer buys new software for their business but is having trouble getting everything up and running, so they email the sales representative they worked with. It’s undoubtedly important to prioritize!

Customer Service 270

Customer Service Customer Journey Mapping Leadership Connections 270

CSM Magazine

MARCH 13, 2025

The Importance of Measuring Customer Satisfaction Customer satisfaction is more than just a feel-good metric. Customer feedback, when combined with satisfaction metrics, becomes a powerful tool for shaping business decisions. At its core, satisfaction metrics are the compass for strategic planning.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

InMoment XI

JANUARY 27, 2025

Still, in discussing the logistics of the exchange, a nugget of information emerges amid the customers relief at having the issue resolved promptlya comment about wanting to look professional for an upcoming work event. The right metrics allow you to continually refine your approach, ensuring long-term success.

Call Center 195

Call Center Contact Center Social Media Apparel 195

InMoment XI

OCTOBER 30, 2024

Building an omnichannel customer experience makes the process smooth for customers as they don’t have to repeat information or stick to one channel. By simplifying your offerings, you make it easier for customers to make informed decisions. Another good practice is to synchronize customer data across these channels.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

InMoment XI

JULY 12, 2022

Metrics, metrics, metrics. It’s common for frontline employees like contact center agents to be inundated with them—schedule adherence, efficiency, handle time, and hopefully, amid all of that and more, customer experience (CX) metrics. Let’s get started! Sharing What Matters with Frontline Employees.

Contact Center 397

Contact Center Metrics Customer Centricity Culture 397

InMoment XI

JANUARY 13, 2022

This holistic view of their data allowed them to understand how different sources of information were informing one another and telling a greater story. Before it’s partnership with InMoment, it took Chevron Federal Credit Union a few weeks to process survey data and present that information to front-line managers and employees.

NPS 370

NPS Metrics Feedback Presentation 370

InMoment XI

DECEMBER 10, 2024

This information guides product development to better fulfill customer needs and goals. Its an important metric to track because it highlights the number of customers leaving you. In fact, 77% of customers are willing to share personal information as long as they receive better experiences in return. What Is Customer Churn?

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

InMoment XI

DECEMBER 30, 2021

So first up on our list is a CX strategy webinar about how your program needs a precise balance to deliver the intelligence your team needs to make informed decisions. For example: Q: What Metrics Can You Use to Determine Industry and Organizational Maturity? Do you have an employee pulse metric by division, region, or queue?

Webinar 370

Webinar Metrics Touchpoint Customer Journey 370

eglobalis

OCTOBER 1, 2024

For instance, if the company is launching a new product, this team ensures that all departments are informed and aligned on messaging, timelines, and responsibilities. Leaders should encourage transparency and the sharing of information across departments, ensuring that everyone is on the same page.

2020 458

2020 Customer Journey Mapping Culture Innovation 458

Experience Investigators by 360Connext

DECEMBER 10, 2024

A solid CXM strategy makes it inherently easier to make informed improvements and shows how activities uplift the entire organizationand companies that excel in this consistently outperform their competitors. When considering the spectrum of data-driven CX metrics you can measure, leaders need to define how and why theyre used.

ROI 143

ROI Customer Experience Touchpoint Customer Journey Mapping 143

InMoment XI

NOVEMBER 26, 2024

With this information, you can improve your customer experience and eliminate pain points. This type of journey map helps you understand what motivates a consumer at each stage, their questions, and the information they seek. For example, in the awareness stage, they may be trying to gather information and create a shortlist.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

BlueOcean

MARCH 24, 2025

Its straightforward information that will ensure that everybody is focused and on the same page. Once again, this should be fairly standard information, but making sure youre on the same page is critical so that nothing is overlooked and expectations are aligned. Do metrics need to be adjusted? Are service levels being executed?

Contact Center 156

Contact Center Automotive Metrics Roadmap 156

InMoment XI

FEBRUARY 3, 2025

Businesses can use this rich data to inform their decision-making, refine their marketing strategies, and balance resource allocation in response to hard numbersnot just vibes. Along the same lines, businesses can make more informed decisions about resource allocation.

Social Media 195

Social Media Events Call Center Multi-Channel 195

InMoment XI

OCTOBER 24, 2024

These platforms focus on improving customer experience metrics such as customer satisfaction, loyalty, and retention. Healthcare: Healthcare providers can use digital customer engagement platforms to manage patient feedback , send appointment reminders, and deliver personalized information such as a care plan.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

InMoment XI

OCTOBER 19, 2021

Effort and ease, or CES (Customer Effort Score), is a super valuable metric to use in the interaction environment, as it tells us so much about how an experience went from a customer point of view, and is strongly correlated to customer loyalty. Another incredibly exciting area is predicting experiences, or rather experience metrics.

Customer Experience 370

Customer Experience Social Media Call Center Metrics 370

InMoment XI

DECEMBER 6, 2024

To mitigate these challenges, your business should invest time in selecting the right customer experience outsourcing partner, ensuring alignment with their values, and establishing clear performance metrics. What Is a Full-Service Customer Experience Solution?

Customer Experience 195

Customer Experience Reference 2024 Download 195

InMoment XI

DECEMBER 15, 2022

However, most CX platforms are still primarily focused on surveys and traditional metrics (in blue in the figure below). Having a central location for all your customer data helps create a clearer, more consistent picture of the customer journey, empowering you to make more informed, data-backed business decisions in the future.

Social Media 397

Social Media 2019 Metrics Customer Journey 397

InMoment XI

NOVEMBER 7, 2024

This data-driven approach can help product teams make more informed decisions about future product features and communications. You can track this by monitoring pre-selected customer experience metrics to identify trends, understand customer preferences, and detect any drop-offs in the automated journey.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195