InMoment XI

APRIL 3, 2025

Leading companies are now integrating insights from customer care teams to identify early signals of issues, engaging in brand reputation management , and broadening their CX approach to ensure real-time responsiveness. Ensuring some consistency across these touchpoints is key.

Culture 195

Culture Social Media Government Loyalty 195

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. Focus: Real-time customer journey analytics to understand the emotions, pain points, and touchpoints customers are experiencing at every stage.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

InMoment XI

OCTOBER 23, 2024

From visiting your physical branch to paying an electricity bill through your app, each interaction with a touchpoint contributes to a customer’s perception of your business. Offer industry-specific solutions and insights. The insights provided opportunities for enhancing customer retention and satisfaction.

Banking 195

Banking Customer Experience Financial Touchpoint 195

eglobalis

JUNE 27, 2024

A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

eglobalis

MARCH 13, 2025

They want suppliers and partners who are easy to do business with, understand their needs, and provide consistent support across every touchpoint. Leverage Customer Insights : Utilize customer feedback and analytics to identify pain points and opportunities, demonstrating a data-driven approach to decision-making.

Leadership 238

Leadership B2B B2C Net Promoter Score 238

InMoment XI

NOVEMBER 18, 2024

Better Product Development Customer behavior insights can allow your company to make data-driven decisions about product offerings. If your business can effectively analyze and utilize customer behavior insights, you can stay ahead of your competitors by being more innovative and customer-focused.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

InMoment XI

NOVEMBER 22, 2024

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. It also shows how well your trial plan acquires new customers.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

eglobalis

SEPTEMBER 5, 2024

This article explores how integrating CS and CX metrics can transform customer strategies, boost adoption, and lead to measurable, data-driven business success. This integrated approach leads to clearer insights and stronger outcomes. This integrated approach leads to clearer insights and stronger outcomes.

Metrics 429

Metrics Customer Success 2024 2023 429

InMoment XI

NOVEMBER 7, 2024

Customer experience automation refers to automating interactions or touchpoints throughout the customer journey. Improved Personalization While some may believe that automating certain touchpoints creates a similar, stale experience for every customer, the opposite is true. What is Customer Experience Automation?

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

InMoment XI

OCTOBER 30, 2024

It improves customer satisfaction across all touchpoints. By leveraging digital solutions and user-friendly interfaces, insurers can enhance customer satisfaction at every touchpoint. The insights into individual behavior and expectations help businesses tailor their services accordingly. Be transparent with your customers.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. The exact same criticism can be made about every metric for everything.

NPS 461

NPS Feedback Net Promoter Score B2C 461

InMoment XI

OCTOBER 29, 2024

Whether you are curious about other programs/ROIs, want to gain a better understanding of options in the market, or are insight-obsessed like us, you can gain unlimited access to all of our valuable calculators by simply entering your email. Customers appreciate ease at every touchpoint of their journey. Invest in loyalty programs.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

InMoment XI

DECEMBER 17, 2024

Another important aspect of this role is that it determines the best way to collect, analyze, and act on the voice of customer data at key touchpoints across the customer journey. Regardless of their background, your chosen candidate should have experience with this to ensure that you can measure the ROI of your CX program.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Experience Investigators by 360Connext

JANUARY 7, 2025

The strategy explains every step youll take so you know where to focus, how to measure your success, and gradually expand your footprint. Customer Touchpoints : Your CX program centers on customer touchpoints, which are every point of interaction with customers (both direct and indirect). Of course, these wont happen overnight.

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

InMoment XI

JANUARY 27, 2025

At times, even the insights that surfaced from customer-agent interactions can feel burdensomean endless inbox of problems to solve. With real-time access to this data, marketing and operations teams can act immediatelysending targeted offers, automating follow-up emails, or launching personalized ads based on these insights.

Call Center 195

Call Center Contact Center Social Media Apparel 195

eglobalis

JULY 31, 2024

Customer Experience Management (CXM) Software Tools like Qualtrics and Medallia as the leaders of this sector help manage and analyse customer interactions across different touchpoints. These platforms provide deep insights into customer feedback and behaviour, enabling businesses to make data-driven decisions to improve CX.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

Experience Investigators by 360Connext

DECEMBER 10, 2024

Customer experience management, or CXM, is the process of understanding and managing your customers interactions with your brand to create positive experiences at every touchpoint. But first, you need to define what success means for your current state to measure it in ways that will matter to your organizational leaders.

ROI 143

ROI Customer Experience Touchpoint Customer Journey Mapping 143

eglobalis

SEPTEMBER 16, 2024

Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints. This article delves into how to define and execute a B2B CX strategy, offering practical insights on how to implement it at both local and global levels.

B2B 382

B2B Customer Experience Customer Centricity Omnichannel 382

CloudCherry

JULY 10, 2018

And as the saying goes: “You cannot change what you cannot measure” Measuring and Acting. Another crucial touchpoint is when a concern or problem arises through a customer service or success team. Within customer experience, there are 2 measures typically used by companies. Why Measure Customer Delight?

Measurement 199

Measurement Net Promoter Score NPS Touchpoint 199

InMoment XI

OCTOBER 31, 2024

What Are Important Call Center Metrics to Measure? Call center metrics provide insight into the customer experience and quantify agent productivity. Average Handle Time (AHT) Average Handle Time (AHT) measures the average time taken by an agent to complete a single call. Lower AHT reflects efficient service.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

InMoment XI

NOVEMBER 21, 2024

The process helps you build a rich dataset that provides insight into customer behavior. Voice of Customer analysis enables you to capture these key insights for customer satisfaction and retention. Their feedback across various touchpoints on the customer journey will highlight how you can better retain similar customers.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

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

Retently

MARCH 17, 2025

Key metrics to include (or skip) Actionable insights that go beyond the data and help drive real improvements. Helps teams react fast to emerging issues in different CX touchpoints (e.g., Ideal for customer support & CX managers who need real-time insights to prevent issues from escalating. The result?

Insights 90

Insights NPS Metrics Customer Satisfaction 90

InMoment XI

JULY 23, 2024

When done perfectly, a holistic ecommerce customer experience approach ensures your customers have a seamless and positive experience at every touchpoint. Identify all the touchpoints where customers interact with your brand, from the initial discovery phase to post-purchase support.

E Commerce 195

E Commerce Measurement Customer Experience E-support 195

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

eglobalis

JULY 25, 2024

Instead, they often base their insights on American thought leaders, which can diminish their credibility and the impact of their contributions. According to BCG, leading companies in the USA have adopted advanced digital tools and AI-driven insights to stay ahead of consumer expectations.

Customer Experience 494

Customer Experience Innovation Customer Centricity Culture 494

InMoment XI

DECEMBER 7, 2023

Organizations must learn how to measure, manage, and act on customer experience KPIs and metrics so that they can deliver experiences that lead to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. It is often referred to as a brand or relationship metric.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

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

Thematic

MARCH 20, 2025

This happens when businesses make decisions without considering customer insights. They need a structured way to understand their customers, anticipate needs, and improve the user experience, so they need a customer insights framework. What is a Customer Insights Framework? Why Does it Matter? Just look at Atom Bank.

Customer Insights 62

Customer Insights Insights Net Promoter Score NPS 62

Retently

OCTOBER 16, 2024

Without adding any extra steps or disrupting your recipient’s flow, you can gather real-time insights with every interaction. As email continues to be a major touchpoint for customer engagement – set to grow into a $17.9 Customers appreciate the simplicity, and businesses benefit from actionable insights with minimal effort​.

Feedback 134

Feedback Customer Satisfaction Touchpoint Communication 134

Thematic

APRIL 1, 2025

Improving your customer experience starts with a strong customer insights strategy. In simple terms, this strategy is your game plan for collecting and leveraging customer insights to drive better decisions. By the end, you'll know how to turn raw data into actionable insight. Why is this important?

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

GetFeedback

JULY 19, 2019

Too many companies focus on customer touchpoints. A touchpoint is any interaction that might influence the way your customer feels about your product, brand, or business. There can be dozens—even hundreds—of touchpoints. Unlike a customer touchpoint, a customer journey has a beginning and an end.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

InMoment XI

OCTOBER 14, 2024

The Business Impact of Survey Fatigue Survey fatigue poses several challenges for businesses, making it difficult to capture valuable customer insights. With InMoment’s AI-Powered Conversational Surveys , you can intelligently query and respond to your customers in real-time to gather rich insights.

2024 195

2024 Hospitality Feedback Healthcare 195

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

Retently

OCTOBER 23, 2024

Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction. This insight enables brands to develop a customer-centric strategy that enhances engagement and builds loyalty.

Retail 109

Retail NPS Touchpoint Feedback 109

CSM Magazine

MARCH 13, 2025

Measuring customer satisfaction isnt just about knowing if people are happyits about understanding what drives loyalty, repeat business, and positive word-of-mouth. In this article, well explore the most effective ways to measure customer satisfaction and why these methods matter for long-term success.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

Thematic

MARCH 30, 2025

Customer expectations are evolving fast, and the only way to stay ahead is with data-driven customer insights. That’s a clear sign that businesses using customer insights effectively have a real competitive edge. Instead, you need unified data analytics to connect every touchpoint and every voice. Here are the steps.

Customer Insights 62

Customer Insights Insights Feedback E-support 62