InMoment XI

JULY 11, 2024

In doing so, speech analytics gives businesses the ability to uncover insights into customer behavior, sentiment, and preferences. Usually working as part of contact center solutions , it involves analyzing the vast volumes of calls handled by contact centers to extract actionable insights from audio recordings.

Insights 195

Insights E Commerce Contact Center E-support 195

BlueOcean

JANUARY 30, 2024

Let’s look at conversational intelligence platforms, for example – sure, you can invest money and time in choosing, integrating, and managing a cloud-based conversational intelligence platform – and you can hire the in-house expertise to analyze and action the insights. Still looking for some guidance on the math?

Contact Center 296

Contact Center Insights Call Center Customer Care 296

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

InMoment XI

SEPTEMBER 25, 2024

This helps provide insights about market trends, competitor activities, and possible business opportunities. From automating customer support to extracting insights from large datasets, NLP applications help streamline operations and enhance decision-making. This makes managing emails easier.

Insights 195

Insights Social Media Net Promoter Score Events 195

eglobalis

NOVEMBER 5, 2024

Over the years, he has established himself as a pioneer, helping leaders, teams, and organizations navigate a rapidly changing world with actionable insights and a profound understanding of technology’s potential. Many of my colleagues have expressed similar admiration for his insightful research and his character.

Leadership 391

Leadership Innovation Books Social Media 391

eglobalis

NOVEMBER 3, 2024

This deeper level of insight requires more than surface-level data; it involves building continuous engagement practices, establishing feedback loops, and leveraging data analysis to capture meaningful insights.

B2B 442

B2B Culture Innovation Loyalty 442

Experience Investigators by 360Connext

SEPTEMBER 24, 2024

Join Jeannie Walters as we explore ways to turn overwhelming data into actionable insights. With your data in one place, discover how AI and machine learning tools like IBM Watson and Salesforce Einstein can reveal patterns and insights that drive business success. Tune in and redefine your customer experience strategy today!

Insights 162

Insights Customer Retention Customer Experience Customers 162

eglobalis

NOVEMBER 26, 2024

With practical strategies, global examples, and insights into cultural and operational dynamics, we’ll explore how empathy can evolve into a strategic driver of business outcomes, ensuring it delivers more than words—it delivers results. Let’s connect, and share your insights!

B2B 406

B2B B2C Culture Workshop 406

InMoment XI

NOVEMBER 12, 2024

When an organization is tuned in to social media conversations, it gives them insights that influence everything from customer service protocols to marketing strategies and product updates. Social listening is a proactive strategy that uses social media data to uncover customer insights and make broader business decisions.

Social Media 360

Social Media 2024 Metrics Brands 360

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

Experience Investigators by 360Connext

NOVEMBER 12, 2024

As Jeannie Walters shares her insights, we’re eager to hear how you’ll implement these strategies and invite you to continue this journey with us, turning what might seem like setbacks into strategic advantages. This isn’t just about damage control; it’s about creating a win-win-win scenario for everyone involved.

Feedback 143

Feedback Insights Culture Innovation 143

eglobalis

NOVEMBER 12, 2024

Foster Cross-Functional Collaboration Effective CX requires an organization-wide effort, with insights flowing freely between departments. When teams work together and share insights, clients experience seamless service that feels informed, proactive, and personalized.

Customer Centricity 434

Customer Centricity B2B Feedback Consulting 434

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 373

NPS Feedback Net Promoter Score B2C 373

InMoment XI

JANUARY 9, 2024

The company also acts on insights from customer feedback in order to understand improve the skills of its support agents, enabling them to become better at serving PandaDoc customers. Conduct surveys, interviews, and regular feedback sessions to gather insights into their challenges and expectations.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

eglobalis

JUNE 27, 2024

This strategy should encapsulate everything from understanding customer behaviors and preferences to aligning internal processes and cultures around those insights. These insights inform the service standards and product offerings that will most effectively meet customer expectations. Continuous monitoring and adaptation are crucial.

Customer Experience 369

Customer Experience Customer Centricity Net Promoter Score Government 369

eglobalis

DECEMBER 4, 2024

Proponents of this narrative argue that real-time insights, predictive algorithms, and automation will eliminate the need for CX teams, claiming CX will naturally integrate into every process. Claims like these often serve as strategies to generate attention, but its crucial that they offer meaningful insights. Maybe in 100 years.

2030 320

2030 B2B Culture Government 320

eglobalis

NOVEMBER 19, 2024

In a previous article, I explored Enhancing Customer Experience Through Strategic Experimentation: A Comprehensive Guide , which you might find useful if you’re looking for more practical insights. Challenges: Developing intuitive AI systems that feel “natural” to users requires deep insights into human behaviour.

B2B 451

B2B Innovation Healthcare Culture 451

eglobalis

OCTOBER 30, 2024

AI-driven insights into employee sentiment foster well-being, directly boosting customer satisfaction through improved service. AI is transforming these systems by providing continuous, data-driven insights into employee performance. Faster hiring process. Enhanced well-being.

Employee Experience 386

Employee Experience 2028 Telecommunications Customer Satisfaction 386

InMoment XI

DECEMBER 13, 2021

In the latest 2021 Insights Association Top 50 Market Research and Data Analytics report, InMoment ranks in the top 20 established industry reports and market research or market experience (MX) brands, alongside other powerhouse brands such as JD Power, Gartner Research, and Forrester Research Services.

Marketing 370

Marketing Automotive Hospitality Social Media 370

InMoment XI

OCTOBER 26, 2022

Your customer’s data comes in many different forms (you can learn more about customer data in this article from InMoment Customer Insights Expert Jessica Petrie). Every department should have a window into the insights you gain from your CX program—and be able to leverage them in their decision making. 2: Increase Experience Awareness.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

InMoment XI

OCTOBER 19, 2021

I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. But also in a broader way to be able to connect unstructured and structured data sources to generate insights from within one platform. You might be thinking, so what? customer effort).

Customer Experience 370

Customer Experience Social Media Call Center Metrics 370

InMoment XI

MAY 18, 2022

Following the methodology below, our own customer experience (CX) program (Elevate) is successfully getting feedback from upwards of 90% of closed sales opportunities in our best months—and the insights are invaluable. And we use the robust insights to drive cross-functional action. The Insights. Building Human Connections.

B2B 370

B2B Roadmap Sales Demo 370

eglobalis

SEPTEMBER 5, 2024

This integrated approach leads to clearer insights and stronger outcomes. How it complements CX : NRR provides insight into the value derived from a product, while CX metrics reveal which experiences drive retention. How it complements CX : CS metrics focus on engagement volume, while CX metrics provide insight into engagement quality.

Metrics 322

Metrics Customer Success 2024 2023 322

eglobalis

JULY 31, 2024

These platforms provide deep insights into customer feedback and behaviour, enabling businesses to make data-driven decisions to improve CX. Analytics and Reporting Tools Solutions like Google Analytics, HubSpot, and (Salesforce)Tableau among others provide in-depth insights into marketing performance across various channels.

Customer Experience 328

Customer Experience Social Media 2024 B2B 328

eglobalis

DECEMBER 17, 2024

This article explores the trends that will define CX in 2025, offering deep insights, practical examples, and actionable strategies for success. Critics argue that NPS oversimplifies complex emotions and fails to provide actionable insights that drive meaningful change.

2025 221

2025 Net Promoter Score B2B Multi-Channel 221

InMoment XI

JUNE 30, 2022

Highlight #3: Capture Internal Data from Employees To Unlock Insights Into Emerging Markets. With your employees interacting with customers every day, don’t forget to ask them what they’re seeing and experiencing—chances are their insights will point to cost savings and retention opportunities.

Customer Experience 396

Customer Experience Customer Retention Events Communication 396

InMoment XI

AUGUST 3, 2022

Here are the 4 ways they refreshed a stale customer experience program: Going from Measuring to Improving Getting the Right Insights to the Right People Turning Intelligence into Action Proving ROI Using Purpose-Driven Results. Strategy #2: Getting the Right Insights to the Right People. Strategy #3: Turning Intelligence into Action.

Customer Experience 397

Customer Experience Guest Experience Return on Investment ROI 397

InMoment XI

DECEMBER 14, 2022

In the first episode of the XI Café Podcast we’re talking to legalsuper ’s CX Insights and Service Design Lead, Eslam Afifi. Where to Find the XI Café Podcast.

Tourism 370

Tourism Government Financial Innovation 370

InMoment XI

NOVEMBER 25, 2021

If you do not have those actionable insights, you will know what or who to target, but you don’t know how best to target them. The most important part of predicting churn is taking action on those insights. You’ll need to identify the best way to avoid the churn—and there are right ways and wrong ways of actioning your churn insights.

Customer Retention 370

Customer Retention Customers Insights Consumers 370

InMoment XI

APRIL 7, 2022

For many years now, conventional wisdom has held that the best way to listen to as many customers as possible is to turn every customer listening post within your customer experience (CX) program on and simply capture all insights that come your way. As it happens, the answer is yes, and we’re going to get into it right now!

Connections 397

Connections Customers Insights Loyalty 397