ECXO

OCTOBER 7, 2024

The Thrilling Journey of a Customer Experience Leader: The 10+1 list I often get asked about my job as a Customer Experience (CX) leader and what I do on a daily basis. But before I get into that, I want to talk about what it really means to be a Customer Experience (CX) leader.

Customer Experience 373

Customer Experience CX Innovation Artificial Intelligence 373

ECXO

DECEMBER 4, 2024

Customer Success Uncovered: How SaaS and Manufacturing Win with Tailored Strategies Customer success has become a cornerstone for businesses aiming to foster long-term customer satisfaction, boost retention rates, and drive sustainable growth. Nature of Product/Service 1. Real-life Examples SaaS Industry 1.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

eglobalis

OCTOBER 9, 2024

Challenges : Balancing internal resources with customer expectations is always a challenge. It’s important to set realistic timelines and communicate them clearly to customers. It’s a reminder to look beyond direct requests and consider the larger context of user experience and innovation.

Customer Feedback 516

Customer Feedback Compliance Innovation B2B 516

ECXO

JULY 26, 2023

Unleashing the Power of Real-Time Data: Enhancing Customer Understanding Article source: [link] In a recent article we talked about the widening gap in Europe in customer experience maturity. Insights on identity, interactions, behaviour and attitudes that help you identify, and predict, CX issues and opportunities.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

InteractionMetrics

MARCH 13, 2025

Sentiment analysis reveals the emotions your customers feelbut knowing how they feel is only useful if you know why they feel the emotion in the first place. If you want to improve customer experience, you need more than just emotional data. What Is Customer Sentiment Analysis?

Sentiment Analysis 52

Sentiment Analysis Customer Experience Machine Learning Social Media 52

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience.

CX 307

CX Customer Journey Map CX Transformation Government 307

Gainsight

AUGUST 2, 2022

Customer expectations are reaching the heights of the steepest climbs in the Alps. What’s at the root of this stunning gap between customer expectations and customer experience? Improve customer experiences at scale.

Customer Expectations 64

Customer Expectations Customer Experience Scorecard Actionable Insights 64

SurveySensum

SEPTEMBER 5, 2023

Do you know how exceptional customer experience can transform your SaaS journey? You will also share your positive experiences with your friends and colleagues. Your customers feel the same way. But what more can an exceptional SaaS customer experience bring to the table? You will continue using it, right?

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

PeopleMetrics

OCTOBER 25, 2017

Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy? Forrester’s Customer Experience Council 2017 member survey shows that 79% of all respondents believe that measuring customer experience is a top priority. The ROI customer experience.

CEM 122

CEM Customer Experience VOC Government 122

Intercom

JANUARY 20, 2025

The quality of your customer service either builds and reinforces crucial trust, or severely undermines it if issues are not resolved satisfactorily. Meeting those customer expectations at scale, while also adhering to strict regulatory requirements, demands the very best technology. Keen to get started?

Customer Service 91

Customer Service Compliance AI Education 91

Intercom, Inc.

FEBRUARY 24, 2021

They should be able to use all this extra information to offer a more personal, tailored customer experience and effective support, surely? Well, it’s not quite that simple – despite the influx of customer conversations, it can be hard to derive meaningful insights from all that data.

ML 243

ML Machine Learning Customer Satisfaction Actionable Insights 243

Intercom, Inc.

DECEMBER 8, 2020

Modern customers expect quick, personal, and effective service. To provide this, you must understand how your customer experience stacks up against these expectations. Taking this transparent approach to customer service can help you foster trust and advocacy among users. Customer satisfaction.

Customer Satisfaction 211

Customer Satisfaction Customer Expectations Machine Learning Start-ups 211

SurveySensum

MARCH 10, 2025

With 95% of customers stating that good experiences drive loyalty, brands cant afford to ignore real-time insights from conversations. Because simply understanding customer expectations is no longer enough; in todays competitive landscape, you need to anticipate and exceed them to build lasting loyalty.

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

SurveySensum

OCTOBER 29, 2024

However, traditionally customer interactions and agent performance at this touchpoint were handled manually which often leads to inefficiencies and missed opportunities when it comes to streamlining this touchpoint and improving customer experience. That’s where contact center analytics comes into play. Well, not anymore.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

CX Accelerator

FEBRUARY 12, 2018

We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. 3) Empower customers to provide feedback.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

Callminer

FEBRUARY 27, 2019

Social media has made negative experiences much more dangerous for companies as the reach of criticism is magnified. Getting the customer experience right and keeping it right is more important,’ he says. Focus on gathering ‘actionable insights.’. So what’s the difference between insightful and non-insightful data?

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

SurveySensum

MARCH 26, 2025

From spotting customer sentiment in reviews to detecting fraud in financial reports, text mining helps businesses turn unstructured text into actionable insights. To gauge customer satisfaction, they run a CSAT survey across multiple channels and receive 2,000+ open-ended responses.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis Actionable Insights 52

SurveySensum

OCTOBER 17, 2024

Importance of Customer Feedback Analytics As the famous saying goes, you can’t improve what you don’t measure – customer feedback analytics helps you measure the right aspects of customer experience. Here is why customer feedback analytics is very important for a business: 1.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

Execs In The Know

MARCH 7, 2024

As financial institutions (FIs) face greater competition and steeper customer expectations, it’s clear that the convergence of generative AI and big data is not just a trend but a necessary paradigm shift. At the heart of this transformation lies the unique relationship between generative AI and big data.

AI 111

AI Actionable Insights Innovation Compliance 111

ClearAction

DECEMBER 26, 2022

CX Index: Cracking the Code in Your Customer Experience Strategy Lynn Hunsaker. The CX Index measures customer experience among brands in 13 industries. To pierce the “Excellent” glass ceiling, your customer experience strategy must shift gears. Customer Loyalty.

CX 71

CX Customer Experience VOC Legal 71

Retently

OCTOBER 11, 2024

The challenge lies in ensuring that every touchpoint across all channels meets the high standards your customers expect. This is where Quality Assurance tools come into play—they help pinpoint inconsistencies, monitor agent customer service performance, and highlight areas for improvement.

Retail 134

Retail Scorecard Sentiment Analysis Customer Service 134

Fonolo

JANUARY 12, 2023

More personalization and better customer experience . Improved agent experience . AI is Personalizing the Customer Experience . Today’s customers expect personalization. A 2022 Shopify report found that 73 % of customers expect brands to understand their unique need s and expectations.

Artificial Intelligence 138

Artificial Intelligence Contact Center Sentiment Analysis AI 138

SurveySensum

JANUARY 16, 2025

What is Qualtrics Platform Overview Qualtrics is a popular experience management tool businesses use to design their CX strategies and improve customer experience. Some of the notable byproducts of Qualtrics are Customer XM, Employee XM, Brand XM, Design XM, Core XM, and XM Dscvr.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 78

Customer Experience ML Social Media CX 78

Hodusoft

DECEMBER 26, 2024

A study conducted by Microsoft found that 66 percent of customers use at least three different communication channels to contact customer service. Another research by Twilio revealed that 91 percent of customers expect omnichannel communication from organizations. Read on and thank us later!

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

Comm100

DECEMBER 14, 2017

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Gathering Insight. Download Now.

Customer Experience 133

Customer Experience Net Promoter Score NPS Close the Loop 133

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations. Why does this matter so much?

Retail 78

Retail Customer Experience Omnichannel Social Media 78

Shep Hyken

APRIL 15, 2022

This week, we feature an article by Manpreet Chawla, senior digital marketing specialist at Knowmax , a knowledge base management solution for enterprises looking to provide exceptional customer experience to their customers via enhanced agent satisfaction. Top 5 ways to create a robust customer experience strategy .

Customer Experience 65

Customer Experience Customer Satisfaction AI Omnichannel 65

Intercom, Inc.

MARCH 16, 2021

Today, customer expectations are at an all-time high. A proactive customer support approach is the key to regaining control. But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need. Create a customer feedback loop.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

Win the Customer

SEPTEMBER 11, 2023

Delivering an exceptional customer experience (CX) isn’t just a nice-to-have—it’s a strategic imperative. The Essence of CX Metrics for Success Defining Success in Customer Experience Before delving into specific metrics, it’s crucial to understand what success means in the realm of customer experience.

CX 59

CX Net Promoter Score Customer Experience Touchpoint 59

Execs In The Know

JANUARY 29, 2023

A relentless focus on exceeding customer experience (CX) is the founding principle behind everything CX leaders do. But keeping pace with customer expectations and motivations is its own unique experience, and both have shifted considerably over the past year.

CX 90

CX Hospitality Hospitality Actionable Insights 90

SurveySensum

DECEMBER 2, 2024

While Confirmit (now Forsta) may be popular, it’s often cited as complex and costly, which limits the ability of many brands to be as adaptable as they need to be in response to changing customer expectations. It is a leader in customer experience and feedback management, trusted by businesses across every industry.

Sentiment Analysis 52

Sentiment Analysis Start-ups AI Customer Feedback 52

InteractionMetrics

JANUARY 31, 2025

Finding the right customer satisfaction survey company can make or break your ability to measure customer satisfaction and gain actionable insights. The best firms do more than simply collect customer feedbackthey help you interpret data, identify pain points, and enhance customer satisfaction.

Customer Satisfaction 52

Customer Satisfaction Social Media Mystery Shopping Net Promoter Score 52

SurveySensum

DECEMBER 18, 2024

NPS goes beyond numbers – its a tool that helps businesses identify areas of improvement, enhance customer experience, and drive long-term success. It signifies that the company has more satisfied customers than dissatisfied ones but may not have fully tapped into its potential for customer advocacy.

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 52

Zendesk

JANUARY 30, 2023

Most businesses understand that customer expectations have risen sharply over the past few years, and that when a company fails to meet those demands, the effects on the bottom line can be grievous. You need actionable insights that will provide a clear roadmap of how to fix the issues with your product or service.

Sentiment Analysis 98

Sentiment Analysis Net Promoter Score Social Media Actionable Insights 98

Fonolo

MAY 24, 2018

Tracking Customer Engagement. Improving the Customer Experience. Raising Customer Lifetime Value. Tracking Customer Engagement. Creating strong, meaningful relationships with customers goes beyond just engaging with them. We need to measure and track how products and services affect customer expectations.

Social Media 87

Social Media Contact Center Actionable Insights Customer Survey 87

SurveySensum

SEPTEMBER 11, 2024

The future of customer experience is no longer being driven just by who is making a better product but also by who will create a better and more memorable experience. So, let’s see what your customers are demanding and how to meet and exceed them. Now how to resolve these issues?

Predictive Analytics 52

Predictive Analytics AI Customer Experience Text Analytics 52