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

InMoment XI

OCTOBER 29, 2024

To see how you could maximize your business revenue and ROI with InMoment’s voice of the customer (VoC) tools, fill out the ROI calculator below! Calculate your business’ ROI using InMoment’s VoC tools. Customers appreciate ease at every touchpoint of their journey. Invest in loyalty programs.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 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

InMoment XI

DECEMBER 10, 2024

Use surveys and social media monitoring to capture insights into customer experiences. InMoments XI platform enables you to collect and analyze customer insights effectively. InMoment Helps You Unlock More Insight from Your Data Starting Right Now. Leverage analytics to understand their pain points and goals.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

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

AUGUST 19, 2024

What is the ROI of Customer Experience? Customer Experience ROI is a critical metric that measures the financial impact of enhancing customer experiences. Why is CX ROI Difficult to Prove? Data and Measurement Challenges: Accurately measuring the ROI of CX requires comprehensive data collection and advanced analytics.

ROI 195

ROI Customer Experience Net Promoter Score Telecommunications 195

InMoment XI

NOVEMBER 13, 2024

It provides rich insight into specific pain points. With insights into customer behavior, you can act faster and smarter than competitors. Using these insights, you can create actionable customer segments based on customer behavior data. This will help you better understand and serve customers. It supports long-term growth.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

Experience Investigators by 360Connext

APRIL 23, 2024

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. Insights from operational data, like conversion rates, as well as feedback from customers, can help prioritize what efforts should come first. But don’t just measure to measure!

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

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

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

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

Experience Investigators by 360Connext

JANUARY 7, 2025

Customer Touchpoints : Your CX program centers on customer touchpoints, which are every point of interaction with customers (both direct and indirect). However, a quick word of advice: Any metric can give you some insight into your success, but no metric is worth your sole attention. Have questions? Heres a resource.

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. And to be clear, managing those variables is mission-critical for achieving, calculating, and proving ROI. These tools unlock unstructured data, detecting feedback themes and anomalies.

Call Center 195

Call Center Contact Center Social Media Apparel 195

InMoment XI

OCTOBER 31, 2024

Call center metrics provide insight into the customer experience and quantify agent productivity. 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.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

GetFeedback

DECEMBER 2, 2019

Use other business knowledge to find the ROI of your CSAT initiatives. A simple way to consider ROI is to take the number of dissatisfied customers and multiply that by how much it would cost to sell to new customers. . Here’s another example on how to calculate ROI with this information. Prove the ROI of CSAT with consistency.

ROI 195

ROI Customer Satisfaction Loyalty Measurement 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

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

InMoment XI

DECEMBER 30, 2021

Graham Tutton (InMoment) and Maxie Schmidt-Subramanian (Forrester) discussed topics such as how to build an ROI model for your CX program and what you should focus on if you think your CX program isn’t perfect yet. And they also answered a few questions from CX professionals throughout the presentation.

Webinar 370

Webinar Metrics Touchpoint Customer Journey 370

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

CloudCherry

MARCH 28, 2019

Insights shine a light on hidden opportunities. CX insights can help you connect experience to your business goals, beat the competition and deliver a consistently delightful experience to your customers. Gaining insight is essential to your success. Journey-based insights. Connecting CX to ROI. Path Insights.

Insights 231

Insights CEM NPS ROI 231

inQuba

MARCH 12, 2025

However, measuring the Return on Investment (ROI) of emotional marketing efforts can be challenging. Brand Sentiment Analysis : Analysing online reviews, comments, and social media conversations provides insights into the overall perception of a brand among consumers. This method is more agile and better suited for real-time analysis.

ROI 52

ROI Customer Retention Connections Measurement 52

InMoment XI

OCTOBER 10, 2024

This is important to create a seamless experience across all touchpoints. 92% of marketers are concerned about the ROI of social media to one extent or the other. The ability to generate and customize reports for specific platforms, campaigns, or time frames is essential for tracking ROI.

Social Media 195

Social Media Management 2024 Multi-Channel 195

InMoment XI

OCTOBER 4, 2024

From visiting your Instagram page to buying your product, each touchpoint along a customer’s journey contributes to their feelings about your brand and what it offers. Furthermore, organizations that choose InMoment for the customer experience management solution realize ROI in half the time compared to competitors.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

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? Proving that your CX program has direct ROI and impact on your bottom line can be nebulous at best. And eventually, how those metrics directly inform the important touchpoints in that journey.

ROI 370

ROI Metrics Presentation Webinar 370

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

InMoment XI

MAY 3, 2024

At the heart of their success lies a robust customer experience (CX) programme, meticulously designed to elevate every touchpoint of the customer journey. These include: Surveys: Structured feedback mechanisms to gather comprehensive insights into the customer experience.

Retail 195

Retail Return on Investment ROI Customer Centricity 195

GetFeedback

JANUARY 12, 2020

airline industry, is rightly concerned with delivering the value customers expect, and so will not “fix” individual touchpoint issues even when customers request. Customer touchpoints vs. journeys. Let’s take a deeper look at customer experiences by distinguishing between touchpoints and a journey.

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

InMoment XI

OCTOBER 24, 2024

Best Customer Engagement Platforms Customer engagement platforms are critical in helping businesses build long-lasting relationships with their customers by streamlining communications, enhancing experiences, and providing actionable insights. Here are five of the best customer engagement platforms available: 1. out of 5 stars.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

InMoment XI

JULY 24, 2024

These services include things like consulting, training, and ongoing support aimed at optimizing every touchpoint in the customer journey. By leveraging CX services, companies can gain deeper insights into customer needs, improve customer satisfaction , and drive brand loyalty.

Technology 195

Technology Customer Experience Workshop ROI 195

GetFeedback

SEPTEMBER 20, 2019

Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator. CustomerThink also found that the choice of metrics is not a major factor in CX success, but rather how the organization acts on the insights. CSAT and CES are touchpoint surveys. Free CSAT Calculator. Get Calculator.

NPS 278

NPS Metrics Net Promoter Score Effort Score 278

InMoment XI

DECEMBER 13, 2024

Modern customers interact with many touchpoints before making a purchase. One of the most crucial touchpoints in their journey is the call center. A call center dashboard is a centralized digital interface providing real-time insights into call center performance. It helps agents and managers track performance.

Call Center 195

Call Center Contact Center Social Media Metrics 195

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

JULY 19, 2023

However, achieving exceptional customer experience requires a dedicated focus on understanding and addressing customer needs and expectations at every touchpoint. By analyzing customer data, conducting surveys, and studying customer feedback, they uncover valuable insights that can drive transformative changes.

Customer Experience 195

Customer Experience ROI Customer Centricity Omnichannel 195

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

SEPTEMBER 9, 2024

Customer experience consulting is a specialized service that helps businesses enhance the experiences they provide to their customers across every touchpoint—from the initial awareness stage to post-purchase support. What is the average customer experience ROI have their clients seen? What is Customer Experience Consulting?

Consulting 195

Consulting Customer Experience ROI Customer Journey Mapping 195

GetFeedback

AUGUST 14, 2019

Online surveys can provide insights if your digital experience is meeting customer and prospect needs. It’s not the measuring that makes things happen, it’s what you do with those insights. CSAT can provide a lot of insights around how well your brand met expectations at these key parts of the customer journey. Get Calculator.

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

SurveySensum

AUGUST 26, 2020

Why do you need to measure the ROI of your CX program? . CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom. CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom. Only one-third!

ROI 98

ROI E Commerce Metrics E-support 98