Retently

MARCH 17, 2025

Key metrics to include (or skip) Actionable insights that go beyond the data and help drive real improvements. Ideal for customer support & CX managers who need real-time insights to prevent issues from escalating. Helps align CX insights with product, marketing, and logistics teams to drive bigger-picture improvements.

Insights 90

Insights NPS Metrics Customer Satisfaction 90

eglobalis

JULY 25, 2024

Influencers and Thought Leaders in CX In Europe, the landscape of CX thought leadership and practical application presents unique challenges. Instead, they often base their insights on American thought leaders, which can diminish their credibility and the impact of their contributions. Let me know your thoughts. Sources McKinsey.

Customer Experience 494

Customer Experience Innovation Customer Centricity Culture 494

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

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

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

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

NOVEMBER 14, 2024

From brand mentions to product discussions, you gain insight into customer sentiment to help make informed decisions. This classification of public opinion gives you insight into your brand reputation. It also provides insight into how sentiment shifts over time so that brands can inform strategy.

Social Media 195

Social Media Multi-Channel Metrics 2024 195

InMoment XI

SEPTEMBER 25, 2024

This helps provide insights about market trends, competitor activities, and possible business opportunities. It can ensure that the language within a contract is present and can look for problematic wording. However, the volume and the qualitative format of their post-event surveys make it challenging to garner insight.

Insights 195

Insights Social Media Net Promoter Score Events 195

InMoment XI

OCTOBER 23, 2024

Your bank can present itself as a reliable option by demonstrating a commitment to making their customer journey smooth and personalized. Offer industry-specific solutions and insights. By providing industry-specific insights, whitepapers, or reports on market trends, you can establish yourself as an authoritative bank.

Banking 195

Banking Customer Experience Financial Touchpoint 195

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. Without structure and integration, your insights will be shaky, and your strategies won’t hold.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

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. In this blog, we will delve specifically into the UK insurance industry.

Insurance 195

Insurance NPS Net Promoter Score Loyalty 195

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 461

NPS Feedback Net Promoter Score B2C 461

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

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 434

Customer Experience Social Media 2024 B2B 434

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

Experience Investigators by 360Connext

APRIL 16, 2025

Subscribe today to receive insights like these weekly. Get Clarity Where You CanAnd Share It While we cant predict the future, we can illuminate the present. The following article was originally shared as an edition of The Weekly Win, my weekly email newsletter read by more than 5,000 customer experience change agents like you.

Leadership 143

Leadership Customers Communication Presentation 143

InMoment XI

OCTOBER 26, 2021

Once you determine how frequently your executives want reports, it’s vital to press that advantage by figuring out how best to present them. Usually, this presentation takes the form of scorecards, but we challenge you to use something much more powerful if you aren’t already: customer stories! Element #3: Cross-Functional Teamwork.

Presentation 368

Presentation Connections Brands Insights 368

InMoment XI

OCTOBER 26, 2022

The rapidly-changing, ever-evolving retail landscape continues to present questions, roadblocks, and pain points that retailers need to address. 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).

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

Thematic

MARCH 18, 2025

." That’s exactly why customer insights platforms are essential. So, whether you’re focused on customer experience, product improvements, or marketing strategies, customer insights platforms help you make smarter decisions based on real data—not just gut feelings. What is a Customer Insights Platform?

Customer Insights 62

Customer Insights Insights Social Media Consulting 62

InMoment XI

JUNE 2, 2022

Rather than aiming to collect data and then attempt to mine insights after the fact, brands should design their onboarding surveys with the end goal in mind before collecting any feedback from new or prospective customers. This is especially true for onboarding surveys.

Presentation 397

Presentation Feedback Customers Insights 397

InMoment XI

DECEMBER 15, 2022

Well, to prove to you that it’s possible to have always-on, real-time insights, we leveraged the XI Platform to pull over 120,000 data points across the retail industry over the course of seven days using InMoment’s Integrated CX approach. Watch the full presentation here!

Social Media 397

Social Media 2019 Metrics Customer Journey 397

InMoment XI

DECEMBER 30, 2021

And they also answered a few questions from CX professionals throughout the presentation. The Four Touchpoints in the SaaS Customer Journey Taking Immediate Action: Sustainable Strategy for Customer Follow-up Taking Strategic Action: Insights from Touchpoint Data. A: There are three questions you should ask yourself first.

Webinar 370

Webinar Metrics Touchpoint Customer Journey 370

InMoment XI

JULY 13, 2023

The panelists engaged in insightful discussions, sharing their organisational challenges and best practices, while attendees were to engage in polls aimed at answering three key questions on preparedness, challenges, and changes related to Consumer Duty.

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

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. . Create a “lunch and learn” presentation about the customer’s journey or offer a roundtable discussion so everyone can engage.

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

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. Customization and personalization.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

InMoment XI

OCTOBER 20, 2022

Providing colleagues with valuable insight and giving them recognition leads to better employee experience and engagement, which in turn leads to a greater customer experience. The importance of closing the loop with customers and gaining actionable feedback was mentioned in nearly every presentation we heard!

Customer Experience 397

Customer Experience Culture Workshop Events 397

BirdEye

NOVEMBER 27, 2023

Birdeye Reports tackles these hurdles head-on by offering granular insights into customer experience and online reputation management (ORM). The significance of actionable insights in shaping business strategies Leveraging insights derived from customer feedback is crucial for creating successful growth strategies.

Insights 115

Insights Social Media Multi-Channel Net Promoter Score 115

CX Accelerator

JUNE 8, 2020

In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. There are some added benefits to these meetings: Gain insight about industry trends. Present your product roadmap and get valuable customer input.

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

InMoment XI

FEBRUARY 24, 2022

How can you take the invaluable insights your CX team is discovering and translate it into meaning that executives will understand and act on? The challenge is how do you present those metrics in a way that makes executives regard them as crucial data points? When you’re presenting a business case, the goal shouldn’t be complexity.

ROI 370

ROI Metrics Presentation Webinar 370

eglobalis

OCTOBER 1, 2024

For example, Sales can provide insights on customer feedback directly to Marketing, allowing for more targeted campaigns. By collaborating on these projects, departments can share insights and resources, ensuring that the product launch is cohesive and well-coordinated.

2020 450

2020 Customer Journey Mapping Culture Innovation 450

BirdEye

FEBRUARY 3, 2025

For businesses, especially those with multiple locations, AI customer review software tools offer a powerful way to not only manage reviews but also unlock growth opportunities through actionable insights. These tools simplify tasks like feedback analysis, trend detection, and extracting key insights.

Feedback 52

Feedback Insights Multi-Channel Demo 52

Retently

NOVEMBER 29, 2024

Combine rating, multiple-choice, yes/no, and open-ended questions to capture both quantitative and qualitative insights. Use insights to make meaningful changes, and communicate these improvements to your customers. Different businesses can benefit from various question formats, depending on the kind of insights they want to gather.

Events 121

Events Feedback Interaction E-support 121

eglobalis

SEPTEMBER 3, 2024

We need to share and use insights to deliver and demonstrate value. Few platforms create reports that guide non-specialists through the data and insights effectively enough to advocate for change. Ask someone who is expected to act on VoC Insights to the demo and ask if they get what they need from the platform.

E-support 310

E-support Consulting Demo Feedback 310

Retently

OCTOBER 16, 2024

Without adding any extra steps or disrupting your recipient’s flow, you can gather real-time insights with every interaction. billion market by 2027 – this simple addition to your signature could be your key to unlocking deeper insights into customer sentiment. rating with clickable smiley faces.

Feedback 134

Feedback Customer Satisfaction Touchpoint Communication 134

InMoment XI

FEBRUARY 1, 2022

Before you answer this question, let us present you with a few facts. In recent research done by InMoment’s Strategic Insights Team, we found that only 21% of US consumers were willing to fill out a traditional survey , a significant decrease when compared to results three years prior. First, let’s consider survey fatigue.

Customer Experience 396

Customer Experience Social Media Customer Relationship Management Feedback 396

Optimove

MARCH 13, 2025

Key takeaways: Optimove Insights’ latest iGaming Pulse analysis reveals a significant and sustained increase in the number of daily sports bettors in the US over the past three NFL seasons. Super Bowl: +105% in 2023-2024 compared to the baseline, climbing to 242% in 2024-2025.

Sports 52

Sports 2024 2025 Insights 52