eglobalis

OCTOBER 1, 2024

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. For example, Sales can provide insights on customer feedback directly to Marketing, allowing for more targeted campaigns.

2020 443

2020 Customer Journey Mapping Culture Innovation 443

eglobalis

JULY 2, 2024

It’s essential to move beyond singular transactional satisfaction and focus on consistent, longitudinal insights to truly understand customer behaviour and preferences. However, its relevance diminishes with delayed insights. The exact same criticism can be made about every metric for everything.

NPS 453

NPS Feedback Net Promoter Score B2C 453

eglobalis

MARCH 4, 2025

This article explores the latest technologies elevating AI agent capabilities, highlights leading solution providers (from tech giants to startups), examines key gaps where AI still struggles, and presents strategies to integrate human assistance when AI falls short. Startups often lead in cutting-edge AI adoption due to their agility.

Contact Center 199

Contact Center Virtual Agent Healthcare E-support 199

InMoment XI

NOVEMBER 26, 2024

With InMoment’s XI Platform, you can create a customer journey map that tracks the customer journey across different channels and gives you insight on how to optimize it. Increased Resource Allocation Customer journey maps can help you identify problems and present a strong business case for customer experience improvement.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

InMoment XI

MARCH 18, 2024

That’s where InMoment steps in, offering a simplified pathway to success with our Integrated CX approach: Strongest Signals, Richer Insights, and Smarter Actions. Now that we’ve explored capturing Strongest Signals in our previous blog post , it’s time to dive into the heart of Integrated CX—unlocking the Richest Insights.

Insights 195

Insights Multi-Channel Webinar Social Media 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. These platforms provide deep insights into customer feedback and behaviour, enabling businesses to make data-driven decisions to improve CX.

Customer Experience 428

Customer Experience Social Media 2024 B2B 428

Thematic

OCTOBER 30, 2024

Tracking and examining customer conversations over multiple channels takes time and effort – which is why many top-tier brands and leading organizations are turning to AI-driven voice of customer (VoC) tools to extract insights from customer feedback at scale.

Voice of Customer 62

Voice of Customer Insights E Commerce E-support 62

InMoment XI

DECEMBER 15, 2022

Today’s customers aren’t going to be wooed by you just having digital options—they want you to supply truly innovative digital experiences. Once you have these insights, you are able to empower teams across your business to make informed business decisions and implement customer-pleasing digital experience trends.

Social Media 397

Social Media 2019 Metrics Customer Journey 397

InMoment XI

SEPTEMBER 25, 2024

As the capabilities of NLP continue to expand, it further revolutionizes various industries, enhances user experiences, and opens new avenues for research and innovation. This helps provide insights about market trends, competitor activities, and possible business opportunities. What is Natural Language Processing?

Insights 195

Insights Social Media Net Promoter Score Events 195

TechSee

JANUARY 2, 2019

Opening on January 8 in Las Vegas at the Sands, Level 2, Halls A-D , the CES Smart Home marketplace will feature the latest innovative tech from vendors offering everything from security monitoring to smart appliances, lighting, window coverings, irrigation, entertainment systems and more. Voice-First Experience: Innovation and Disruption.

2019 174

2019 Innovation Entertainment Events 174

One Millimeter Mindset

JANUARY 28, 2021

How will you wrestle with and leverage change for your professional innovation this year? These January professional innovation posts offer insights, strategy, tips, and pathways to get your career aligned with continuous change. Are You Managing Teams for Innovation or Stasis? These are not easy conversations to have.

Innovation 120

Innovation 2021 Leadership Consulting 120

Experience Investigators by 360Connext

OCTOBER 5, 2021

There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. Storyboards and storytelling can be very helpful if you have an opportunity to present findings. . This leads to innovation and better experiences for customers. . Ask leaders to present their ideas.

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

Alida

OCTOBER 4, 2016

Online communities are now an important tool in gaining ongoing customer feedback and insight. In particular, insight communities —private, online communities made up of carefully selected groups of customers who develop long-term relationships with brands—are now used by hundreds of customer-centric global brands.

Engagement 250

Engagement Entertainment Insights 2016 250

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

Experience Investigators by 360Connext

AUGUST 6, 2024

Special Co-host David Avrin joins Jeannie Walters on Experience Action to highlight current events and innovations in customer experience (CX) and discuss their impact for CX leaders. This episode is packed with insights to help businesses create smoother, more satisfying customer experiences. Ready for another CX Pulse Check?

2024 310

2024 Entertainment Books Culture 310

CSM Magazine

MARCH 4, 2025

The highly anticipated Customer Connect Expo is just around the corner, bringing together industry leaders, innovators and customer experience enthusiasts. Showcasing on April 16th & 17th at Las Vegas Convention center , this event promises to present cutting edge solutions and strategies that enhance customer experience and engagement.

2025 52

2025 Events Connections Innovation 52

Customer Bliss

OCTOBER 6, 2015

Assemble survey results in concert with multiple sources of customer insight to provide customer understanding. Present information from multiple sources by stage of the experience, rather than by survey question. Survey data should serve to validate numerically what you are already aware of through real-time feedback received.

Social Media 236

Social Media Feedback Presentation Call Center 236

CSM Magazine

NOVEMBER 25, 2024

Utilizing Data Analytics Utilizing data analytics can provide valuable insights into how audiences behave and interact with content. Conclusion As the landscape of radio broadcasting progresses into the future, it becomes increasingly crucial to embrace innovation in order to thrive.

2024 52

2024 Innovation Social Media Entertainment 52

Totango

MAY 17, 2024

CS professionals have a choice: Embrace AI and harness its potential to drive innovation and growth, or remain hesitant and risk falling behind in a rapidly evolving landscape. AI applied in the platform provides automated account summary insights, saving valuable time and effort. Connect engagement to communications Record your calls!

Innovation 101

Innovation Call Recording Customer Success Government 101

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

Experience Investigators by 360Connext

AUGUST 17, 2021

Customer Feedback and Insights. Innovations and Forecasting. CX meetings require thinking about the past, present, and future of the customer experience program. These meetings are typically held on a regular basis, usually monthly. . A typical agenda will include: CX Mission and Goals. Progress on CX Programs and Priorities.

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

Experience Investigators by 360Connext

DECEMBER 15, 2023

Share customer journey maps and insights. Don’t limit key insights and journey maps to just certain leaders or teams. Engaging others in the act of customer journey mapping through a workshop or presentation is a great way to communicate directly about the customer experience. Sugarcoating their reality won’t build trust.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

Totango

AUGUST 21, 2020

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform.

Innovation 117

Innovation Customer Success NPS Reference 117

Alida

AUGUST 8, 2016

Get your copy of the e-book and catch Ray Poynter’s presentations at the 2016 Customer Intelligence Summit to learn more. In my upcoming presentations at the 2016 Customer Intelligence Summit in Chicago and London , I’ll be sharing actionable tactics on how to thrive as a modern market researcher.

Marketing 174

Marketing 2016 Customer Centricity Presentation 174

InMoment XI

AUGUST 31, 2023

Integrated Insights : Delivering both leading innovative technology and strategic expertise to deliver ROI. Explore the transformative potential of integrated signals, insights, and actions for your experience programme. Joining us means tapping into a wealth of expertise and insights that you simply can’t afford to miss.

2023 195

2023 Workshop 2024 Events 195

InMoment XI

SEPTEMBER 3, 2024

When you analyze the natural language interactions between customers and an organization, conversational analytics unlocks a wealth of insights that can be used to resolve issues faster, enhance agent performance, reduce costs, and demonstrate the value of customer service investments. What are the Benefits of Conversational Analytics?

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

C3Centricity

DECEMBER 10, 2024

The consumer landscape is transforming profoundly, presenting CPG companies with challenges and immense opportunities. Each trend signals a shift in consumer priorities, urging brands to adopt innovative approaches to thrive. The result? Spotify saw app downloads increase by 200% during the campaign, along with a surge in active users.

2025 108

2025 Consumers Competitive Advantage 2024 108

CloudCherry

MARCH 14, 2019

On October 12th, we co-hosted a webinar with the CX Network where customer experience legend Bruce Temkin shared his insights on turning customer feedback into actions. In this article, we recap the discussion and highlight the key takeaways which can help you turn your customer insights into actions that drive business value.

Webinar 150

Webinar Insights Customer Insights Presentation 150

Experience Investigators by 360Connext

JANUARY 7, 2025

However, a quick word of advice: Any metric can give you some insight into your success, but no metric is worth your sole attention. Surveys, interviews, and feedback forms all provide insights and improve your understanding of the CX metrics youre following. My client had just returned from a presentation to her executive committee.

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

InMoment XI

JUNE 13, 2024

However, extracting meaningful insights from this unstructured data can be challenging. Text mining, also known as text data mining, is the process of analyzing unstructured text data to extract meaningful patterns and insights. This proactive approach allows companies to adapt and innovate faster than their competitors.

Social Media 195

Social Media Document Contact Center Insights 195

TechSee

AUGUST 15, 2021

However, lack of insight into the warranty and repair process results in incorrect diagnoses, over repairs, fraud , and overcharges. . They need a faster way to verify that the equipment is under warranty, and better insight into the repair process to keep costs down and work quality up.

Management 207

Management Contact Center B2B Innovation 207

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. Speaking of data…any type of business strategy requires incorporating key data and analysis to get to the insights, improvements, and priorities in a plan. So, take these insights and put them into action.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

MAY 17, 2024

In a recent podcast featuring Simon Fraser, VP Insights and Consultancy at InMoment, and Stanford Swinton, key strategies to secure brand loyalty amidst the evolving landscape of customer experience (CX) were discussed. Both structured and unstructured data play crucial roles in predictive CX.

Loyalty 195

Loyalty Brands Net Promoter Score Omnichannel 195

Experience Investigators by 360Connext

JUNE 8, 2021

To look for clues for the future, it’s vital to understand their present reality. Now that you have an idea of what lies ahead, what can you do with these insights? Invite employee feedback for innovation. Visibility around these submissions also creates collaboration for future innovation and ideas.

Healthcare 271

Healthcare Customer Journey Mapping Customer Journey 2013 271

Retently

NOVEMBER 13, 2024

One of the most innovative ways brands are leveling up their CX is through Virtual Fitting Rooms (VFRs). For retailers, this presents an opportunity to not only attract new customers but also keep existing ones coming back for more. Just a few years ago, this kind of innovation seemed out of reach for most retailers.

Retail 144

Retail Social Media Technology Brands 144

InMoment XI

NOVEMBER 30, 2023

These guidelines serve as a roadmap for how your brand is visually and verbally presented across various channels. These platforms aggregate data from various online sources, including social media, review sites, news articles, and other digital channels, providing comprehensive insights into how a brand is perceived.

Brands 284

Brands Management Multi-Channel Social Media 284

InMoment XI

NOVEMBER 20, 2023

AI-driven insights provide consumer behaviors and preferences, as well as uncover new trends and overall a more personalized experience. Another way AI is changing the customer experience realm is the detection of customer feedback themes to condense the main issues facing customers and present them back as valuable insights to improve.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243