InMoment XI

NOVEMBER 22, 2024

Churn Rate Customers churn when they stop using or interacting with your SaaS product. These interactions could include navigating your website or talking to customer support. A higher score indicates smoother product usage with low-effort interactions.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

InMoment XI

NOVEMBER 14, 2024

Sentiment Analysis Competitor Analysis Multi-Platform Coverage Keyword and Hashtag Tracking Analytics and Reporting Content Creation and Scheduling CRM Integration A social listening tool lets you tap into online conversations around your business. Multi-Platform Coverage Online conversations happen across multiple platforms.

Social Media 195

Social Media Multi-Channel Metrics 2024 195

InMoment XI

OCTOBER 10, 2024

Social media usage is growing every year, and the rate at which consumers are using social media to interact with brands is increasing with it. Social media management is important because social media is one of the main ways that consumers interact with your brand. What is Social Media Management?

Social Media 195

Social Media Management 2024 Multi-Channel 195

InMoment XI

DECEMBER 10, 2024

It leverages CX integrations to connect and collect feedback from every channel, making it easier to act on. For example, if your competitor is receiving criticism for slow customer support, you can use the opportunity to market your 24/7 multi-channel service. This connection encourages long-term relationships.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

Retently

JANUARY 13, 2025

Key Takeaways CES is a critical metric for understanding how easy or difficult it is for customers to interact with your business. Deploy CES surveys at strategic moments, like after a support interaction or checkout, to capture honest, actionable feedback when the experience is fresh in the customers mind. NPS looks at loyalty.

Measurement 116

Measurement Effort Score Multi-Channel Net Promoter Score 116

Blueshift

JANUARY 14, 2025

This type of multi-touch, multi-channel journey is common in personal finance. Customers interact with brands across multiple platforms, expecting each experience to be connected and relevant. But for marketing teams, connecting these touchpoints isn’t easy.

Customer Journey 105

Customer Journey Multi-Channel Marketing Touchpoint 105

TechSee

FEBRUARY 10, 2025

They interpret each customer’s unique situation, respond in their preferred channel (voice, chat, video), and ensure your brand delivers a memorable, human-centered experience at scale. Sophie AI picks what works best for the individual user and your brand, based on real-time context and past interactions. The result?

Customer Service 124

Customer Service ROI Average Handle Time Telecommunications 124

InMoment XI

FEBRUARY 3, 2025

Conversational intelligence (CI) is making a big difference for countless growing and large businesses, helping them understand customer interactions at scale with a level of precision that seemed impossible just a few years ago. Otherwise, attempts may come off as dull or ingenuine, especially when attempted at scale.

Social Media 195

Social Media Events Call Center Multi-Channel 195

Interactions

FEBRUARY 6, 2025

The complexity of insurance interactions Insurance, by nature, is driven by complex transactions, from signing up for a new policy to making a claim. This low frequency contact, coupled with the relative ease of switching insurers, puts tremendous pressure on insurance carriers to get every interaction right.

Insurance 62

Insurance Interaction Multi-Channel Contact Center 62

eglobalis

JULY 2, 2024

B2B vs. B2C Perspectives In B2C environments, where transactional interactions are straightforward and brand loyalty is clearer, NPS can serve as a reliable indicator of customer advocacy and satisfaction. Customer Satisfaction (CSAT) : Evaluates satisfaction with specific interactions or transactions.

NPS 450

NPS Feedback Net Promoter Score B2C 450

Retently

DECEMBER 10, 2024

It should also support multi-channel survey distribution and provide robust reporting tools for actionable insights. Multi-Channel Distribution : Distributes surveys via email, in-app messages, or web links, for a flexible and effective audience reach.

2024 78

2024 Multi-Channel NPS Feedback 78

InMoment XI

FEBRUARY 8, 2024

A contact center is a centralized facility or department used by organizations to manage customer interactions through various communication channels, such as phone calls, emails, chat, and social media. The goal is to enhance the customer experience, streamline operations, and achieve cost savings.

Contact Center 195

Contact Center Multi-Channel Social Media Competitive Advantage 195

Joe Rawlinson

NOVEMBER 3, 2024

It focuses on making each interaction impactful. Companies today are leveraging a range of technologies to streamline these interactions. Personalizing Interactions With modern optical character recognition (OCR) technology, businesses can instantly access detailed customer data during interactions.

Innovation 78

Innovation Customer Service Multi-Channel Loyalty Programs 78

InMoment XI

FEBRUARY 16, 2024

This fragmented approach to CX makes it difficult to track customer behaviour across different channels and identify crucial opportunities for improvement. This dynamic interaction not only fosters a more personalised and engaging experience but also encourages customers to share detailed insights.

Multi-Channel 195

Multi-Channel Touchpoint Social Media Customer Voice 195

InMoment XI

NOVEMBER 30, 2023

Establish Brand Guidelines: Define clear guidelines for how your brand should be represented across different channels. These guidelines serve as a roadmap for how your brand is visually and verbally presented across various channels. Time-Efficiency Monitoring your brand manually across various online channels can be time-consuming.

Brands 284

Brands Management Multi-Channel Social Media 284

TechSee

JUNE 23, 2020

Customer experience (CX) is a space where innovative AI applications are being deployed at a rapid rate to deliver effortless, multi-sensory journeys across a range of voice, video and text modalities, apps, and other digital touchpoints. MX gives customers a greater degree of choice over how they interact with a brand.

Multi-Channel 207

Multi-Channel Contact Center Touchpoint Customer Centricity 207

Optimove

NOVEMBER 26, 2024

It’s not just about keeping customers engaged—it’s about creating personalized, multi-channel experiences that drive loyalty and revenue. When and How to Transition to Multi-Channel? Many CRM programs, especially post-purchase journeys, often begin with a single channel.

Multi-Channel 52

Multi-Channel Roadmap Touchpoint Metrics 52

BirdEye

MARCH 6, 2025

That was Black Bear Diner s goal as a multi-location restaurant aiming to stand out among hungry diners. A multi-location business will benefit from local SEO , ensuring that each location appears in relevant search engine results. Ensure all information is accurate and matches other online channels. Increase online presence.

Social Media 85

Social Media Multi-Channel Advertising Feedback 85

BlueOcean

NOVEMBER 29, 2023

TX strategy is the ultimate integration of customer experience (CX), employee experience (EX), the multi experience (MX), and user experience (UX). When your customer first interacts with our customer care team, we want them to fall in love with your brand or remember why they loved your brand in the first place.

Contact Center 156

Contact Center Multi-Channel Customer Care Touchpoint 156

Alida

DECEMBER 7, 2018

Customers today want more than a transactional service; they expect a meaningful interaction with a brand. QVC identified the need to get closer to their customers to understand what they want and expect from a multi-channel retailer. QVC segment their audience based on how they interact with the brand (e.g.

Customer Centricity 201

Customer Centricity Retail 2019 E Commerce 201

Customer Bliss

JANUARY 18, 2017

An unpredictable and erratic omni-channel experience. Today’s digital-savvy customers also require an omni-channel experience. So if they begin an interaction via the phone and finish it online, ensure their account information, preferences, and interaction history is all up-to-date. Drawn out, multi-day issue resolution.

Multi-Channel 212

Multi-Channel 2014 Contact Center Interaction 212

CloudCherry

FEBRUARY 13, 2018

How do you make your customers feel at every interaction? Both these technologies help crunch billions of unstructured customer feedback data across a multitude of channels, in real-time, revealing key trends, a deep understanding of customer sentiment, underlying themes and drivers of customer experience. DECODE CUSTOMER SENTIMENT!

Multi-Channel 186

Multi-Channel Insights Feedback Brands 186

CSM Magazine

FEBRUARY 4, 2025

Often prefer face-to-face interactions but are increasingly open to technology. Build a Multi-Channel Support Strategy Each generation has its favored communication channels. Ensure consistency across all channels. Provide human interaction options for individuals uncomfortable with or unable to use digital tools.

Customer Service 64

Customer Service Social Media Multi-Channel Customer Service Strategies 64

InMoment XI

JANUARY 12, 2024

What is Conversation Intelligence Conversation intelligence refers to the ability to understand, analyze, and optimize human conversations, particularly in the context of business interactions. The goal of conversation intelligence is to enhance communication, improve collaboration, and extract valuable information from interactions.

E Commerce 195

E Commerce E-support Healthcare Multi-Channel 195

GetFeedback

APRIL 17, 2019

If you cover multiple communication channels (Aka omnichannel customer service ) , people will reach out: being able to choose the way to contact support simply makes it more convenient. If you support only one or two channels (say, phone and email), you can use Live Chat to start working with customers through a chat on your website.

Customer Service 255

Customer Service Multi-Channel Social Media Customers 255

InMoment XI

MARCH 18, 2024

Bringing all this data together is akin to assembling a jigsaw puzzle, revealing the complete image of customer interactions. By consolidating data from diverse channels, businesses can unlock a fuller understanding of customer preferences, pain points, and behaviours. However, the journey doesn’t end here.

Insights 195

Insights Multi-Channel Webinar Social Media 195

Optimove

FEBRUARY 17, 2025

How AI is Transforming CDPs Download Now >> Why it Matters: This post demonstrates how the Marketing Rule of 7 can transform fleeting interactions into sustained customer relationships by emphasizing the importance of repeated, personalized touchpoints. What Is the Marketing Rule of 7?

Retail 52

Retail Customer Engagement Multi-Channel Engagement 52

GetFeedback

APRIL 25, 2019

Without actively monitoring for poor customer service interactions, most companies don’t even know they exist and so they can’t improve. When they have issues they don’t just send emails or call anymore, they also use social media, your app and even live chat and they expect consistent support across these channels.

Customer Service 186

Customer Service Multi-Channel Omnichannel Net Promoter Score 186

BlueOcean

NOVEMBER 13, 2023

And many businesses feel pressure to predict the where, when, and how of their customer interactions. While there is an opportunity to win back their favor with excellent customer service, it’s better to prevent this interaction altogether.” The Total Experience Strategy for Better Retail Digital Interactions Not in retail?

Customer Care 177

Customer Care 2024 Multi-Channel Contact Center 177

InMoment XI

OCTOBER 24, 2023

Contact center analytics are akin to a master storyteller, weaving tales from myriad data points and interactions. It’s the pulse of customer interactions, the rhythm of agent responses, and the melody of operational flows. The Multi-Faceted Approach to Contact Center Analytics What Are Customer Analytics?

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

InMoment XI

SEPTEMBER 17, 2024

With younger generations becoming the dominating force in the overall consumer base it is more important than ever to be able to identify their needs and understand how they want to interact with your brand. Most other businesses, however, will only ever interact with their customers through digital channels.

Customer Journey 195

Customer Journey Customer Journey Mapping Net Promoter Score 2024 195

BirdEye

DECEMBER 30, 2024

Managing a multi-location mortgage business in today’s fast-paced market requires juggling multiple priorities: client relationships, loan processing, compliance requirements, and team coordination. However, details can slip out when your agents process multiple applications, especially for a multi-location operation.

Multi-Channel 52

Multi-Channel Document Social Media Financial 52

BirdEye

NOVEMBER 18, 2024

A unified social dashboard that means no more switching between tabs or missing important interactions. Jasper Perfect for: Brand-specific content Standout feature: Multi-platform templates Best used for: Long-form social content 3. SocialPilot Specializes in: Team collaboration Key benefit: Bulk scheduling Best for: Agency use 12.

Social Media 59

Social Media Multi-Channel Culture E-support 59

Retently

OCTOBER 23, 2024

This means knowing when to listen, where to improve, and how to turn interactions into growth opportunities. 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.

Retail 109

Retail NPS Touchpoint Feedback 109

BirdEye

MARCH 28, 2025

Multi-location businesses aiming for online visibility and enhanced online reputation have an undeniable starting point – Google Maps SEO. That is why we bring you the top expert-recommended Google Maps SEO strategies tailored for multi-location businesses. Multi-location challenge: Imagine a retailer with 80 locations.

2025 52

2025 Multi-Channel Social Media Demo 52

InMoment XI

DECEMBER 7, 2023

CX is a multi-layered concept, and to truly understand customer experience at scale, you need to have a good understanding of customer experience KPIs and metrics. It also involves collecting and connecting customer experience data from every touchpoint and channel for a complete view of the customer journey.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

BirdEye

DECEMBER 4, 2024

What the customer sees on these channels heavily influences his or her final purchasing decision. Identify critical channels : While a strong online presence translates into a strong reputation, not all channels are equal. That is why reputation management is essential for every business in the UK. Watch the free demo now.

Management 52

Management Multi-Channel Social Media Demo 52