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. It ensures you understand customer behavior and needs—and use that knowledge to enhance their experience.

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

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. The Benefits of Customer Journey Mapping Customer journey mapping allows companies to see the gaps between the desired customer experience and the one the customer receives.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

eglobalis

AUGUST 13, 2024

In conclusion, understanding the corporate structures, leadership, and financial health of Samsung and Apple provides valuable insight into how these companies operate and compete. Apple’s ability to integrate hardware, software, and services into a seamless experience has cultivated unparalleled brand loyalty.

E-support 512

E-support Innovation Customer Centricity Loyalty 512

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

InMoment XI

FEBRUARY 3, 2025

Its true that CI software drives positive results for call centers, reducing response times, improving outcomes, and producing data-driven insights for agent coaching. Then it reports on sentiment, drawing out powerful insights that can help organizations improve the customer experience.

Social Media 195

Social Media Events Call Center Multi-Channel 195

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?

Customer Insights 62

Customer Insights Insights Net Promoter Score NPS 62

InMoment XI

SEPTEMBER 25, 2024

As the capabilities of NLP continue to expand, it further revolutionizes various industries, enhances user experiences, and opens new avenues for research and innovation. This helps provide insights about market trends, competitor activities, and possible business opportunities. What is Natural Language Processing?

Insights 195

Insights Social Media Net Promoter Score Events 195

CSM Magazine

JANUARY 2, 2025

The insights obtained from your research and analysis will provide a clear vision of what you must achieve, ensuring all team members are on the same page. Analyzing users and their needs. Your insights from the research enable you to convert them into a user-friendly app without a complicated interface and unnecessary elements.

User Experience 52

User Experience 2006 Presentation Marketing 52

InMoment XI

MAY 25, 2023

Great customer experience doesn’t just happen as soon as you send out a survey; it needs to be planned and designed purposefully. What Is Customer Experience Design? Customer experience design involves a multidisciplinary approach, including user research, journey mapping, visual design, and user experience (UX) design.

Customer Experience Design 363

Customer Experience Design Customer Experience Competitive Advantage User Experience 363

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

Retently

JANUARY 13, 2025

By measuring the effort your customers expend, youre unlocking insights into what works and what doesnt. The best CES tools are like your trusty sidekick reliable, efficient, and ready to deliver insights when you need them most. With these insights, you can address the problem before it escalates into a flood of complaints.

Measurement 117

Measurement Effort Score Multi-Channel Net Promoter Score 117

eglobalis

OCTOBER 9, 2024

In one instance, after receiving feedback on improving the user experience, SAP implemented changes that benefited a wide range of clients, increasing customer satisfaction across Europe. It’s a reminder to look beyond direct requests and consider the larger context of user experience and innovation.

Feedback 516

Feedback ROI Innovation B2B 516

InMoment XI

JANUARY 4, 2022

Though the use of a digital intercept has great intentions, the unfortunate truth is that it can often harm the customer experience more than it improves the experience. How Traditional Intercepts Damage the Experience. Surveys that are too long are less likely to be completed and also take away from the user experience.

Feedback 448

Feedback User Experience Touchpoint Customers 448

InMoment XI

JANUARY 9, 2024

Software company PandaDoc uses multiple surveys to monitor customer sentiment and improve product experience. 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.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

ijgolding

APRIL 9, 2020

A tool that would allow you to instantly share that data, also known as customer insight, with the relevant stakeholders. A tool that integrates with your CRM in order to follow through on every single insight and align them to business metrics while validating the conclusions with real customer feedback – how is that for innovation?

Insights 124

Insights Customer Journey Mapping Customer Journey Technology 124

InMoment XI

JUNE 7, 2022

Surveys are one of the most direct and effective means of gathering insights. Because surveys can be used to gather all of these insights quickly, I’ve found them to be a valuable tool for streamlining both customer experiences and feedback. That’s no less true for transactional surveys than for any other insight-gathering tool.

Call Center 368

Call Center Touchpoint Feedback Retail 368

InMoment XI

AUGUST 17, 2023

Usability Testing and User Experience Research: By observing how customers interact with your product, you can identify usability issues, confusing workflows, or design flaws. Customers should be able to start an interaction on one channel and seamlessly transition to another without losing context.

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370

ShepHyken

OCTOBER 13, 2024

CX Network gathered some insights from some well-known CX experts. Customer Experience vs. User Experience: Key Differences by Sudarshan Somanathan (ClickUp) This article discusses the key differences between CX vs. UX and how customer management tools can help you enhance both. Aren’t the customer and the user the same?

Article 70

Article 2025 Customer Service 2024 70

BirdEye

OCTOBER 18, 2023

Let’s explore expert insights on how harnessing AI can transform customer engagement, operational efficiency, and more. In this article, we’ll dive into key insights from Microsoft, Google, and other experts who are at the forefront of AI and digital customer experience. Get started with BirdAI today.

Insights 111

Insights Customer Expectations Consumers Social Media 111

InMoment XI

JUNE 14, 2022

Classic CX surveys like NPS , PSAT, CSAT , and Customer Effort Score(CES) monitor customer sentiment—providing critical insight into behavioral and revenue metrics. NPS gives you a glimpse into the minds and hearts of your end users. This touchpoint is a rich source of insight into frustrations that customers face.

Metrics 195

Metrics Net Promoter Score NPS Effort Score 195

Customer Bliss

JANUARY 28, 2021

Without it, we left the door open for misalignment, a poor user experience, and a crumbling internal team.Fostering trust on a CX team is non-negotiable. You can find him on Medium, where he writes content sharing his great insights. Much of what we needed to resolve as a CX team hadn’t been done before. Get every new episode.

Leadership 254

Leadership 2020 User Experience Feedback 254

SurveySensum

AUGUST 8, 2024

A website feedback survey is a way to gather feedback from users who have had interaction with your website. It includes questions on different aspects of the website journey like website design, navigation, usability, overall user experience, loading speed, relevance of website content, etc. You can boost your conversion rate.

User Experience 52

User Experience NPS Feedback Demo 52

Alida

SEPTEMBER 22, 2016

Heidi Martin, strategy and insights consultant at Art Gallery of New South Wales, said that CX pros need to drop their preconceptions about the customer journey. To launch an insight community successfully requires strategic planning, such as gathering stakeholder buy-in and consulting brand guidelines. broadcast still rocks!

2016 267

2016 Innovation Marketing Insights 267

Alida

JUNE 15, 2018

In many companies, the user experience (UX) team is often seen as the people responsible for the aesthetics of a software, website or platform. In these organizations, UX design is seen as an integral part of the overall customer experience. There are lots of ways to quantify user experience.

User Experience 166

User Experience Webinar Workshop ROI 166

InMoment XI

AUGUST 14, 2024

Discover how advanced AI technology can transform raw data into actionable insights, driving informed decisions and improving customer satisfaction. This speed and precision ensure that businesses receive timely and reliable insights. This insight can lead to operational changes that enhance patient experience and care quality.

Feedback 195

Feedback Customer Experience Social Media Hotels 195

Totango

DECEMBER 6, 2021

Finally, we’ll propose how these three key insights from 2021 can be combined into a unified customer success strategy for winning results in 2022. For example, using customer data monitoring to automatically detect when freemium customers need support can help freemium users get more value out of your product with less hassle.

2022 99

2022 Insights 2021 E Commerce 99

InMoment XI

MAY 30, 2024

Text analysis software, also known as text analytics software, has become indispensable for businesses aiming to extract actionable insights from textual data to improve the customer experience. Given the unstructured nature of text, these tools process textual input to generate labels, tags, and insights.

Social Media 195

Social Media 2024 Document Insights 195

CSM Magazine

JANUARY 20, 2025

When used right, these numbers provide actionable insights to fine-tune content, improve user experience, and boost satisfaction. Quick load speeds contribute directly to a smoother, frustration-free experience. SEMrush also monitors traffic trends, signaling whether recent changes are improving user experience.

Customer Satisfaction 64

Customer Satisfaction Metrics Measurement User Experience 64

Thematic

MARCH 20, 2025

However, hidden there are insights for product development. With millions of users across products like Jira, Trello, and Confluence, Atlassian faced an overwhelming amount of customer feedback. Manually analyzing support tickets and community forums was too slow, and they risked missing critical insights. Want to reduce churn?

Social Media 62

Social Media Banking 2027 Roadmap 62

InMoment XI

MARCH 24, 2025

They provide powerful insights into customer sentiment, buying behavior, and much more, all for a relatively small investment. The biggest reason is because users experiences with your brand arent universal; theyre tailored to whichever location or locations the user interacted with.

Demo 195

Demo Culture Feedback Customer Satisfaction 195

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. How to Start Building Your Ecommerce Customer Experience To start building a strong ecommerce customer experience, it all starts with understanding your customers.

E Commerce 195

E Commerce Measurement Customer Experience E-support 195

InMoment XI

NOVEMBER 2, 2022

If you’ve ever heard the terms “ CX ” or “customer experience” before, you probably know that they and similar phrases refer to organizations’ attempts to scour every interaction for feedback and insights. You might also know that customer experience is generally considered to be a more specific subset of user experience ( UX ).

Touchpoint 243

Touchpoint Customer Experience Design Reference Brands 243

Experience Investigators by 360Connext

NOVEMBER 7, 2023

Are there customer feedback insights or reviews that express product quality concerns? Are there user experience issues you can address? Actively seek feedback from your customers and listen to their untold feedback to learn how to improve their experience. Then, act on this insight!

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Thematic

FEBRUARY 19, 2025

Your feedback data sources keep growing, but your insights team doesn’t. Time to insights Thematic and XM Discover significantly differ in how quickly they deliver value, the complexity of their setups, and the resources they require. So, what’s the solution? In this guide, we compare Thematic and Qualtrics.

ROI 62

ROI Feedback Insights Healthcare 62

Calabrio

FEBRUARY 20, 2025

With self-service becoming a critical driver for contact centers, leveraging data and insights from chatbots can lead to higher efficiency, better customer satisfaction, and reduced operational costs. The Need for Chatbot Analytics: Why Insights Matter Chatbots are not a set-it-and-forget-it tool.

Contact Center 64

Contact Center Customer Satisfaction Metrics ROI 64

InMoment XI

JULY 16, 2024

If managed well, even negative feedback can be valuable, offering insights into customer pain points and areas where the business can improve. Analyzing this data provides deep insights into customer preferences, emerging trends, and common pain points.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

If managed well, even negative feedback can be valuable, offering insights into customer pain points and areas where the business can improve. Analyzing this data provides deep insights into customer preferences, emerging trends, and common pain points.

Management 195

Management Social Media Hotels Airlines 195