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

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

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 2, 2024

It’s essential to move beyond singular transactional satisfaction and focus on consistent, longitudinal insights to truly understand customer behaviour and preferences. Return on Investment (ROI) : Calculates profitability from specific CX investments over time, comparing gains against costs.

NPS 461

NPS Feedback Net Promoter Score B2C 461

ShepHyken

OCTOBER 28, 2024

How does the implementation of AI tools impact companies’ return on investment? It provides agents with insights and recommendations in real time so they can focus on building stronger relationships with customers. Why is empathy important in customer service interactions, and how can AI complement this human trait?

Contact Center 91

Contact Center Return on Investment Brands Loyalty 91

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 460

Customer Experience Customer Centricity Net Promoter Score Government 460

BlueOcean

MARCH 30, 2018

Plus, his funny, outspoken style makes the introspective insight he provides all the more engaging. Blue Ocean: Return on investment is crucial, but its measurement isn’t always tangible. Peter’s insight is highly valuable for any industry, but especially in the contact center industry. Best Total Value.

Insights 184

Insights Contact Center Hospitality Culture 184

InMoment XI

OCTOBER 4, 2023

But, we are confident in saying that the strategies we are developing that view the customer experience as the sum of integrated feedback, insights, and actions are going to distinguish us from our competitors in a significant way. Human insight, analysis, and creativity remain indispensable. What is Integrated CX?

Blog 418

Blog Customer Experience Net Promoter Score Financial 418

ShepHyken

DECEMBER 2, 2024

Secure support from leadership by ensuring that they understand the return on investment in the customer experience initiative. Plus, Edwin shares more insights from his book, Mastering the Customer Experience. Transaction Taxonomy: Make an account of the different types of transactions you are already doing.

Customer Experience 80

Customer Experience Return on Investment Books Consumers 80

CSM Magazine

APRIL 18, 2023

Understanding customer insights is essential to maximizing the return on your business investments, as expected. And in this article, we’ll explore some strategies for using customer insights to drive meaningful growth—focusing on how companies like yours can use these powerful tools to increase their ROI significantly!

Return on Investment 52

Return on Investment Customer Insights Insights Competitive Advantage 52

Optimove

DECEMBER 31, 2024

This post offers 25 insights for marketers eager to leverage AI for personalized customer journeys, build loyalty through multichannel consistency, and boost retention and revenue with data-driven, customer-centric strategies. For more insights on customer engagement, contact us to request a demo.

2025 69

2025 Customer Engagement Engagement E Commerce 69

InMoment XI

MAY 3, 2024

Listening to ALL Customer Signals Foot Locker’s CX programme, run by InMoment, is fueled by a wide range of customer signals that provide valuable insights into customer behaviour and preferences. These include: Surveys: Structured feedback mechanisms to gather comprehensive insights into the customer experience.

Retail 195

Retail Return on Investment ROI Customer Centricity 195

Experience Investigators by 360Connext

APRIL 23, 2024

Let’s explore customer experience management (CEM), its pivotal role in shaping customer lifetime value , and strategies for measuring the return on investment of CX initiatives. 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.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Joe Rawlinson

JANUARY 24, 2025

Understanding Business Analytics and Its Importance Business analytics refers to the process of analyzing data to extract actionable insights that support decision-making. By analyzing customer preferences, competitors strategies, and industry developments, business analytics can provide insights into where the market is heading.

E Commerce 78

E Commerce Financial Return on Investment E-support 78

eglobalis

OCTOBER 9, 2024

Gauge the ROI of the Feature Next, determine the potential return on investment (ROI) for the requested feature. Why Not Every Request is Possible: 10 Actionable Insights As much as companies would love to satisfy every customer request, it’s not always practical or feasible. Will it open new market opportunities?

Feedback 516

Feedback ROI Innovation B2B 516

InMoment XI

DECEMBER 13, 2022

When we manage client programs at InMoment, return on investment (ROI) is always top of mind. My name is Ton Luijten, Customer Success Director + Data Science Lead in APAC—and in this post I’ll help you unlock a new take on ROI —through failure demand.

ROI 370

ROI Call Center Return on Investment Measurement 370

GetFeedback

APRIL 16, 2019

You need to get to know your target audience by listening to what they have to say and then taking what you learn and putting those insights into action to make changes for the better. Actions speak louder than words, especially when it comes to key metrics like conversion rates and returns on investment. About the guest author.

Customer Experience 262

Customer Experience Return on Investment Poor Customer Service Metrics 262

InMoment XI

AUGUST 13, 2024

This software can extract valuable insights from these conversations by leveraging natural language processing (NLP) and machine learning algorithms. The goal is to extract qualitative insights such as customer sentiment that can improve customer interactions and overall business performance.

Social Media 195

Social Media 2024 Return on Investment Contact Center 195

InMoment XI

JULY 24, 2024

By leveraging CX services, companies can gain deeper insights into customer needs, improve customer satisfaction , and drive brand loyalty. Strategic Insights: Strategic Insights Specialists are experts in knowing how to turn customer data into actionable insights.

Technology 195

Technology Customer Experience Workshop ROI 195

CX Accelerator

OCTOBER 7, 2019

How will you analyze and interpret results to gain insights and uncover trends?How As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. NPS, CSAT, CES, etc.)?How How will you define success?

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

InMoment XI

JULY 7, 2022

It can be difficult to definitively measure your brand equity, but there are a few ways to gain further insight into how your brand is doing. If customers are continuing to purchase from your company, you are going to see a return on investment for what you put into improving your brand equity.

Brands 369

Brands ROI Social Media Return on Investment 369

CX Accelerator

JANUARY 11, 2021

Roy Atkinson shares this wonderful insight, "Tony Hsieh and his approach to customer service and CX impacted me and the industry in a big way. EX, CX, and return on investment all in one simple act! In this article, I’ll share some of the words from members of our community as a way of celebrating his life.

Books 266

Books Return on Investment Magazine Culture 266

GetFeedback

MAY 9, 2019

Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Customer insight: Customer data should be captured across the entire journey to identify trends, issues, and take action in real time.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Win the Customer

DECEMBER 21, 2024

Analyzing data to identify patterns and trends: Utilize data analytics and machine learning algorithms to identify customer segments, predict future behavior, and uncover hidden insights. Conducting thorough cost-benefit analyses: Evaluate the potential return on investment (ROI) of each AI initiative.

Social Media 59

Social Media Roadmap Return on Investment ROI 59

InMoment XI

OCTOBER 18, 2023

After a successful XI Forum Europe featuring 9 EMEA customer experience experts , 200+ engaged delegates, 8 insightful workshops, and plenty of networking, it’s safe to say that the event was a hit! That means capturing insights from every touchpoint and channel.

Customer Experience 195

Customer Experience 2023 ROI Return on Investment 195

InMoment XI

SEPTEMBER 12, 2023

This article will walk you through how to conduct an effective competitive analysis, interpret the results, and turn those insights into actionable strategies. The Role of Data Analytics in Competitive Analysis Data analytics tools are crucial for turning raw data into actionable insights. Competitive analysis offers you this lens.

Marketing 195

Marketing Competitive Advantage Return on Investment Poor Customer Service 195

Retently

NOVEMBER 13, 2024

Invaluable Customer Data Virtual fitting rooms also offer a treasure trove of insights into customer preferences and behaviors. By addressing the most critical challenges in ecommerce, VFRs deliver a powerful return on investment. Try Retently in a free trial and start gathering valuable insights in no time.

Retail 145

Retail Social Media Technology Brands 145

CloudCherry

JANUARY 22, 2020

Even if the solutions in place aren’t delivering the desired return on investment, and even in the face of vendor incompetence, the prospect of switching vendors may appear more costly and disruptive than sticking with the existing solution and hoping it eventually works to the company’s advantage. Not Acting on Insights.

White Paper 243

White Paper Social Media Feedback 2019 243

Experience Investigators by 360Connext

JANUARY 28, 2020

Your leadership team and executives probably understand that it’s not acceptable to simply skip investing in sales, marketing or customer service. There’s an understanding that while we make predictions about Return on Investment (ROI), we can’t always guarantee those returns.

2020 250

2020 Net Promoter Score ROI Metrics 250

Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . It’s not enough to just add another channel to gather customer insight. How insight-driven companies improve and enhance NPS.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

Alida

OCTOBER 20, 2017

billion by 2021 as both clinical and non-clinical information systems are deployed, health care organizations will only see the best return-on-investment from their digital initiatives if they properly leverage patient insight. With the health care IT market expected to be worth $280.25

Wireless 170

Wireless Return on Investment Airlines Hotels 170

InMoment XI

DECEMBER 13, 2024

A call center dashboard is a centralized digital interface providing real-time insights into call center performance. The dashboard visualizes these metrics on a unified platform to provide insight into agent and call center performance. It provides rich insight into areas of improvement in the customer experience.

Call Center 195

Call Center Contact Center Social Media Metrics 195

InMoment XI

FEBRUARY 23, 2024

Choose the ones most likely to engage with your product and that will lead to a positive return on investment (ROI). Data sources may include customer surveys, interviews, focus groups, demographic data, purchasing history, website analytics, social media insights, and market research reports.

Marketing 195

Marketing Customer Experience Return on Investment Consumers 195

Optimove

OCTOBER 22, 2024

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: This post offers marketers key insights into leveraging CRM data to tailor rewards based on customer behavior and enhance engagement. The difference is clear. Conversely, a dynamic, personalized reward meets the moment for the individual.

ROI 52

ROI Return on Investment Download Demo 52

Beyond Philosophy

MARCH 19, 2020

One of the critical pieces of insight that came out of the study was the thing that people want most of all in 2020 is growth, whether that means in revenue, market share or return on investment (ROI). ROI is one of the areas the organizations are struggling with regarding their investment in Customer Experience.

Net Promoter Score 191

Net Promoter Score ROI Customer Experience Professionals Return on Investment 191

InMoment XI

OCTOBER 24, 2023

Imagine a world where every piece of customer data, every interaction, and every feedback converges, creating a tapestry of insights. By centralizing data, it ensures that insights aren’t scattered fragments but a cohesive narrative. At InMoment, we emphasize the symphony of insights that analytics can offer.

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195