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. Let’s go!

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

Retently

DECEMBER 10, 2024

With new players offering innovative features and established names upping their game, 2024 might be the right time to rethink your survey strategy. It should also support multi-channel survey distribution and provide robust reporting tools for actionable insights.

2024 78

2024 Multi-Channel NPS Feedback 78

InMoment XI

NOVEMBER 30, 2023

Establish Brand Guidelines: Define clear guidelines for how your brand should be represented across different channels. These guidelines serve as a roadmap for how your brand is visually and verbally presented across various channels. Time-Efficiency Monitoring your brand manually across various online channels can be time-consuming.

Brands 284

Brands Management Multi-Channel Social Media 284

InMoment XI

FEBRUARY 16, 2024

This fragmented approach to CX makes it difficult to track customer behaviour across different channels and identify crucial opportunities for improvement. This dynamic interaction not only fosters a more personalised and engaging experience but also encourages customers to share detailed insights.

Multi-Channel 195

Multi-Channel Touchpoint Social Media Customer Voice 195

TechSee

JUNE 23, 2020

Customer experience (CX) is a space where innovative AI applications are being deployed at a rapid rate to deliver effortless, multi-sensory journeys across a range of voice, video and text modalities, apps, and other digital touchpoints. In other words, a company’s virtual assistant needs to be present across all channels.

Multi-Channel 207

Multi-Channel Contact Center Touchpoint Customer Centricity 207

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. At the core of their reporting is a team with a passion for all things customer management, with a focus on Customer Contact and Design & Innovation. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

BirdEye

SEPTEMBER 20, 2024

Birdeye is at the forefront of these advancements with tools like BirdAI, which harness the power of generative AI to automate responses and provide actionable insights. Birdeye Competitors AI Competitors AI provides businesses with comprehensive insights into their competitors’ performance, allowing them to stay ahead in the market.

2024 105

2024 Innovation Social Media Demo 105

BirdEye

NOVEMBER 27, 2023

Birdeye Reports is at the forefront of innovation in this field, providing advanced reporting tools that empower businesses to unlock the hidden potential within their data. Birdeye Reports tackles these hurdles head-on by offering granular insights into customer experience and online reputation management (ORM).

Insights 115

Insights Social Media Multi-Channel Net Promoter Score 115

Optimove

DECEMBER 10, 2024

Marketers will also gain insights into leveraging AI to enhance creativity, streamline workflows, and deliver hyper-personalized, impactful customer experiences. For example: Campaign Ideation: AI can suggest ideas for creative themes or angles based on past campaign successes and real-time consumer insights.

Multi-Channel 52

Multi-Channel 2012 Download Innovation 52

InMoment XI

JANUARY 12, 2024

More than just a technological innovation, conversational intelligence represents a paradigm shift how organizations understand, interpret, and harness the power of human conversations. By deciphering the nuances of customer interactions, businesses can gain valuable insights into preferences, sentiments, and pain points.

E Commerce 195

E Commerce E-support Healthcare Multi-Channel 195

BlueOcean

NOVEMBER 13, 2023

CallMiner presents a straightforward, and deeply insightful, overview of what VoC analytics can look like and how that insight plays a role in your business strategy. Check the article out here if you’re looking to expand and innovate within your CX strategy. Wise words from CallMiner.

Customer Care 177

Customer Care 2024 Multi-Channel Contact Center 177

Retently

JUNE 24, 2024

This article provides a focused look at demographic surveys that yield meaningful insights for your business decisions. From knowing which questions to ask to applying the insights you gain, expect a comprehensive guide to better connect with those who matter to your business. That’s where demographic surveys come in.

Insights 112

Insights Culture Multi-Channel Consumers 112

InMoment XI

OCTOBER 24, 2023

Imagine a world where every piece of customer data, every interaction, and every feedback converges, creating a tapestry of insights. By centralizing data, it ensures that insights aren’t scattered fragments but a cohesive narrative. At InMoment, we emphasize the symphony of insights that analytics can offer.

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

BirdEye

DECEMBER 30, 2024

Managing a multi-location mortgage business in today’s fast-paced market requires juggling multiple priorities: client relationships, loan processing, compliance requirements, and team coordination. As your business expands across locations, these challenges escalate exponentially, demanding innovative solutions.

Multi-Channel 52

Multi-Channel Document Social Media Financial 52

CSM Magazine

JANUARY 24, 2025

In addition, ICIW is now turning post-purchase communications with customers into a fully-fledged marketing channel. This multi-channel tracking and post-purchase communication solution gives the business and customers a clear read on the status of deliveries. Unify data into usable insight that connects and optimizes processes.

Multi-Channel 52

Multi-Channel Communication Customers Brands 52

CSM Magazine

JANUARY 24, 2025

In addition, ICIW is now turning post-purchase communications with customers into a fully-fledged marketing channel. This multi-channel tracking and post-purchase communication solution gives the business and customers a clear read on the status of deliveries. Unify data into usable insight that connects and optimizes processes.

Multi-Channel 52

Multi-Channel Communication Customers Brands 52

BirdEye

NOVEMBER 18, 2024

These tools serve as virtual assistants, handling routine tasks while providing data-driven insights for strategy optimization to help in your social media management. Jasper Perfect for: Brand-specific content Standout feature: Multi-platform templates Best used for: Long-form social content 3.

Social Media 59

Social Media Multi-Channel Culture E-support 59

BirdEye

NOVEMBER 20, 2024

Managing a multi-location dental practice requires your teams to juggle patient care, staff coordination, reputation , appointments, and communications daily. As you scale across locations, these challenges grow exponentially, requiring innovative solutions. That’s where Generative Artificial Intelligence (GenAI) comes in.

Multi-Channel 52

Multi-Channel Insurance Document Feedback 52

Thematic

APRIL 21, 2025

By the end, you’ll see how learning from user feedback can boost satisfaction, innovation, and loyalty. A customer service feedback loop is a continuous cycle of gathering customer feedback, analyzing it for insights, implementing improvements, and following up with customers. Start with your immediate service channels.

Feedback 62

Feedback Customer Service Net Promoter Score NPS 62

Optimove

MARCH 17, 2025

For example, a journey orchestration strategy can automatically determine whether a customer is more responsive to an SMS flash sale, an email lookbook, or a push notification about new product arrivalsand then act on that insight by sending out a message or promotional campaign in real time.

Retail 52

Retail Marketing Multi-Channel Return on Investment 52

BirdEye

DECEMBER 30, 2024

This guide dives into proven tactics, innovative tools, and actionable insights to help you master lead generation for medical businesses. For multi-location healthcare companies, the challenge goes beyond attracting leadsits about delivering consistent, locally relevant messaging.

Healthcare 52

Healthcare Multi-Channel Social Media Advertising 52

Alida

JANUARY 13, 2017

To help you get started, we asked some of the smartest marketing leaders we know to share their insight on this topic. While data gives us incredible insight, without a regular cadence of talking to buyers, you’ll miss critical nuance. Ted Rubin, keynote speaker and acting CMO at Brand Innovators. They also use multiple devices.

Marketing 91

Marketing Customer Experience 2017 Multi-Channel 91

InMoment XI

JANUARY 17, 2024

It often involves collecting and analyzing integrated CX data, which can be valuable for gathering actionable insights, making informed business decisions, improving service offerings, and tailoring experiences to meet customer expectations. Today’s consumers expect seamless and convenient interactions across multiple channels.

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

Thematic

APRIL 3, 2025

This growth is fueled by businesses wanting to extract deeper insights from massive volumes of text and react faster to customer needs. That’s not a small bump—it’s a massive leap driven by AI innovation, rising data volumes, and the push for real-time decision-making. billion by 2030. The challenge?

Marketing 62

Marketing 2030 E Commerce Social Media 62

ShepHyken

FEBRUARY 18, 2020

How to Fish the “Big Data Lake” for Customer Experience Insights. You must use those insights to drive positive change within your organization. Shep Hyken interviews Claire Sporton. Top Takeaways: It isn’t enough to simply gather data. Data collection without action is a waste of time.

Multi-Channel 125

Multi-Channel ROI Leadership 2020 125

Thematic

OCTOBER 30, 2024

AI analytics tools allow you to rapidly analyze thousands of posts from social media channels. They can give you insights into the underlying sentiment behind those interactions. That’s why they chose to release their Nike Dream Crazy ad on Youtube rather than on traditional channels.

Social Media 62

Social Media Multi-Channel Feedback Brands 62

BirdEye

DECEMBER 28, 2024

Traditional communication channels often fall short, leaving patients frustrated and uncertain. This blog post explores how AI chatbots transform healthcare communication and provides insights into their potential to reshape patient experiences. Healthcare is complex, time-sensitive, and deeply personal.

Healthcare 52

Healthcare Multi-Channel Insurance Document 52

CSM Magazine

FEBRUARY 12, 2025

What began as a focused Intent, Capture & Analysis (IC&A) assessment evolved into a groundbreaking, award winning and multi-nominated AI transformation initiative. This stage focuses on delivering rapid value through platform replacement, cloud migration, and / or innovative solution implementation.

Multi-Channel 52

Multi-Channel Consulting Return on Investment ROI 52

Inbenta

DECEMBER 28, 2024

In this insightful conversation, Ade Crossland, Digital Skills Leader at Nationwide Building Society, provides a behind-the-scenes look at their innovative approach. At that time, our digital channels were just beginning to emerge. It’s a multi-layered solution right across the business.

Demo 52

Demo Banking Multi-Channel Net Promoter Score 52

Optimove

FEBRUARY 23, 2025

To the stakeholders of Optimove: Every year, I prioritize listening to leading marketersour customersbecause their concerns provide insights that help shape the future of marketing. Marketers can query data, create custom views, and export insights for downstream analysis. Its a big painheavy liftingand here, it was all together.

2024 52

2024 Multi-Channel 2025 Financial 52

CSM Magazine

OCTOBER 23, 2024

Unlike generic chatbots, Jovee AI was designed from the ground up to manage sales and customer service interactions seamlessly across multiple channels—whether web chat, voice calls, or virtual avatars. For me, my goal for Jovee is clear: to lead the way in telecom innovation, drive progress, and create a connected future for everyone.

Sales 52

Sales Customer Service Contact Center Multi-Channel 52

Experience Matters

APRIL 7, 2015

We work with global 5,000 clients to create multi-channel, multi-lingual feedback and research programs that engage customers, empower employees, deliver a compelling respondent experience, and provide high Return on Investment. Confirmit’s commitment to fostering innovation is nothing new.

2015 97

2015 Multi-Channel 2014 CEM 97

BirdEye

JANUARY 24, 2025

In this blog, you’ll learn proven strategies and actionable insights to leverage social media effectively, prioritize the right platforms, and optimize your efforts to get the most out of your social media efforts. Create a long-term content calendar Consistency is key to maintaining active social media channels.

Social Media 52

Social Media Hotels Marketing Travel 52

Uniphore

JANUARY 4, 2022

Analyze Analytics and insights from 100% of interactions across all channels. At Uniphore Converse 2022, enterprise executives from CX to Sales will learn the latest innovations in automation, conversational AI and emotion intelligence. The MIT Tech Review recognized him as one of the ‘Innovators Under 35’. U-Self Serve.

2022 126

2022 White Paper Contact Center Innovation 126

SurveySensum

JANUARY 16, 2025

It helps you create and launch surveys with AI capabilities and collect key customer insights to drive business growth, understand customer satisfaction and loyalty, and improve the overall customer experience. Qualtrics provides advanced data analysis tools, including text analysis, statistical modeling, and AI-driven insights.

2025 52

2025 Multi-Channel NPS Feedback 52

Team Support

APRIL 15, 2021

It then transforms the raw data into meaningful insights which retailers can view to predict their customer's future purchases. Omni-channel support is distinctly different from multi-channel support. Omni-channel support is distinctly different from multi-channel support. Omnichannel Approach.

Technology 106

Technology Multi-Channel B2B Retail 106

SurveySensum

NOVEMBER 26, 2024

It helps you gather omnichannel feedback and gives you in-depth insights and reports using advanced analytical tools. This AI-enabled experience management solution helps you identify top customer sentiments from unstructured data with its text analysis and gives you actionable insights.

2025 52

2025 NPS Multi-Channel Feedback 52