InMoment XI

NOVEMBER 15, 2023

This method harnesses the power of data and insights to gain a deeper understanding of customers, their preferences, and their interactions with a company. It involves the use of various metrics and methods to gain valuable insights into how customers perceive and interact with a business.

Insights 243

Insights E Commerce Customer Experience E-support 243

InMoment XI

NOVEMBER 28, 2023

Recognizing this, top brands and businesses are integrating review management into their marketing strategies. By harnessing reviews, companies can capture Voice of the Customer data from an additional channel, identify rich insights, and take deliberate actions that resolve both individual cases and recurrent experience issues.

Management 259

Management Marketing Social Media Feedback 259

InMoment XI

JULY 11, 2024

In doing so, speech analytics gives businesses the ability to uncover insights into customer behavior, sentiment, and preferences. This allows companies to enhance their customer service, marketing strategies, and overall operational efficiency. Machine Learning: Machine learning models analyze the processed text to extract insights.

Insights 195

Insights E Commerce Contact Center E-support 195

InMoment XI

FEBRUARY 6, 2024

In today’s digital landscape, the importance of social media marketing cannot be understated. Using information from unstructured data, companies can gain valuable insights into how to improve their brand, products, services, and overall customer experience. Why is Social Media Important?

Social Media 195

Social Media Marketing 2023 Advertising 195

InMoment XI

SEPTEMBER 25, 2024

Market Intelligence : NLP can analyze many news articles, blog posts, and social media posts. This helps provide insights about market trends, competitor activities, and possible business opportunities. Email Filtering : NLP helps filter out spam and sort emails into different folders. million global participants.

Insights 195

Insights Social Media Net Promoter Score Events 195

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

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 276

2025 Net Promoter Score B2B Multi-Channel 276

InMoment XI

SEPTEMBER 12, 2023

In today’s cut-throat market, differentiating your brand is more important than ever. This article will walk you through how to conduct an effective competitive analysis, interpret the results, and turn those insights into actionable strategies. Market Position and Brand Analysis: How do consumers perceive your competitors?

Marketing 195

Marketing Competitive Advantage Return on Investment Poor Customer Service 195

eglobalis

NOVEMBER 3, 2024

By fostering a culture that encourages tailored solutions for its diverse markets, Samsung aligns its CX initiatives closely with its brand’s global, cutting-edge image while allowing for localization. This structure ensures that insights and data from one department are shared across others, creating a unified view of the client journey.

B2B 444

B2B Culture Innovation Loyalty 444

eglobalis

NOVEMBER 12, 2024

Develop a Deep Understanding of Client Needs Moving beyond surface-level engagement requires a nuanced understanding of the client’s industry, market pressures, and specific pain points. Foster Cross-Functional Collaboration Effective CX requires an organization-wide effort, with insights flowing freely between departments.

Customer Centricity 436

Customer Centricity B2B Feedback Consulting 436

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 371

Customer Experience Customer Centricity Net Promoter Score Government 371

InMoment XI

SEPTEMBER 27, 2023

Derek Eccleston, Director, XI Insights and Consultancy at InMoment Paul Smith, Global Marketing Director at NPSx by Bain & Company In the ever-evolving landscape of the UK insurance sector, understanding the pulse of customer perception and loyalty is paramount.

Insurance 195

Insurance NPS Net Promoter Score Loyalty 195

InMoment XI

FEBRUARY 23, 2024

Effective market segmentation is critical to that goal. Every business should know the ins and outs of how their marketing, advertising, and sales team measure up. What Is Market Segmentation? If not, that’s okay because market segmentation isn’t primarily concerned with how many customers you have.

Marketing 195

Marketing Customer Experience Return on Investment Consumers 195

eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. This data aggregation enables businesses to deliver highly targeted and relevant marketing messages.

Customer Experience 330

Customer Experience Social Media 2024 B2B 330

eglobalis

JULY 2, 2024

Companies such as Toyota and Samsung, prominent in Asian markets, have found that while NPS provides a snapshot, it lacks depth in identifying evolving customer expectations and perceptions over time. However, its relevance diminishes with delayed insights. This practice is echoed by thousands of companies around the world.

NPS 376

NPS Feedback Net Promoter Score B2C 376

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. How They’re Experimenting: Hitachi implements regional trials of its AI-driven supply chain technologies before scaling to global markets.

B2B 453

B2B Innovation Healthcare Culture 453

eglobalis

JULY 25, 2024

Customer experience (CX) has become a critical differentiator in today’s competitive market, influencing customer loyalty and overall business success. Additionally, we will discuss why emerging markets like South Korea, Thailand, India, China, and Japan are poised to outpace Europe in CX excellence.

Customer Experience 401

Customer Experience Innovation Customer Centricity Culture 401

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

InMoment XI

JUNE 30, 2022

Highlight #3: Capture Internal Data from Employees To Unlock Insights Into Emerging Markets. In Foot Locker’s case, the brand relies on employee data to understand when and how to expand into emerging markets. It’s a tricky job to keep these employees engaged, but it’s possible with the right communication and action plan. .

Customer Experience 396

Customer Experience Customer Retention Events Communication 396

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 326

2030 B2B Culture Government 326

Optimove

JANUARY 2, 2025

Dont Be Noise: Elevate Customer Loyalty in the Age of Marketing Fatigue In a world where customers are bombarded with choices, loyalty is no longer about sticking with the familiarits about earning trust and staying relevant. The post Optimove Insights: 2025 Consumer Marketing Fatigue Part 2 appeared first on Optimove.

2025 76

2025 Consumers Insights Marketing 76

InMoment XI

JANUARY 9, 2024

In competitive B2B markets, where products and services may be similar, customer experience becomes a key differentiator. Social media marketing platform Hootsuite leverages InMoment to make the Net Promoter Score (NPS) methodology central to its operation. Loyal customers are also more likely to recommend the business to others.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

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

JANUARY 18, 2022

In the past few years, businesses have had to pivot countless times in order to adapt the experiences they provide customers, employees, and the greater market. The report also includes insights from both indirect and inferred data to provide a holistic view of the state of customer and employee experiences.

2022 370

2022 Measurement Entertainment Hospitality 370

InMoment XI

AUGUST 9, 2022

If you’re looking for deeper insights, open-ended questions can be extremely beneficial. When you get longer answers, it can be difficult to mine for the key insights, so it’s important to have a strong analytics system in place. Save open-ended questions for the insights you need that can’t be gathered from another question type.

Feedback 370

Feedback Net Promoter Score Customers Insights 370

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 408

B2B B2C Culture Workshop 408

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

OCTOBER 1, 2024

For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities. A practical example is creating a steering committee that includes representatives from marketing, sales, customer service, IT, finance, and operations. The result?

2020 349

2020 Customer Journey Mapping Culture Innovation 349

InMoment XI

AUGUST 3, 2022

Despite their global and loyal fanbase, the quick service restaurant chain experienced a period of stalled sales and mixed reception to marketing messages. Strategy #2: Getting the Right Insights to the Right People. It was this period of confusion that caused them to revamp their menu. Strategy #3: Turning Intelligence into Action.

Customer Experience 397

Customer Experience Guest Experience Return on Investment ROI 397

InMoment XI

JANUARY 18, 2023

The XI Café Podcast was created so that CX program owners around the world could join the conversation and learn from global businesses and industry experts about the latest experience improvement innovations in technology and research services, industry and market expertise, and customer (CX) and employee (EX) engagement best practices.

Voice of Customer 370

Voice of Customer Consulting Innovation Technology 370