ECXO

JULY 29, 2024

Designing and Rolling Out a Global Customer Experience Strategy Introduction Delivering exceptional customer experience (CX) is essential for any successful business. This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

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

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. – [link] The post Beyond the Ask: A Practical Guide to Deciding Which Customer Feedback to Act On appeared first on Eglobalis.

Customer Feedback 529

Customer Feedback Compliance Innovation B2B 529

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. Real-life Examples SaaS Industry 1.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

ECXO

JULY 26, 2023

We thought it would be helpful to decode the strategies that CX leaders use to break away from the pack. Our focus in this article is on leveraging real-time customer data to provide richer, meaningful end-to-end customer experiences at every touchpoint. Brands have unprecedented access to customer data and digital footprints.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

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. Why does attending CRS matter more than you think?

CX 90

CX Hospitality Hospitality Actionable Insights 90

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. Integrating these five items will ensure voice of the customer success!

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

SurveySensum

SEPTEMBER 5, 2023

By prioritizing an outstanding customer experience, you not only boost SaaS customer retention but also harness the promotional power of your satisfied users, ultimately growing your business. But what more can an exceptional SaaS customer experience bring to the table? This will help you address their unique pain points.

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

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. Wrapping Up!

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

Zendesk

OCTOBER 11, 2021

With competitors only a click away, brands have started focusing on providing stellar customer experiences as a way to differentiate themselves, attract new customers, and retain existing ones. But for most brands, these reviews are limited to their own customer service interactions, so we took things one step further.

Scorecard 98

Scorecard Net Promoter Score CX Customer Satisfaction 98

SurveySensum

JANUARY 20, 2025

With the right tools and techniques, analyzing your survey data can reveal not just what your customers are saying, but how they truly feel about your products, services, and brand as a whole. Thats where sentiment analysis comes in – turning raw feedback into actionable insights. So, is it worth the investment?

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

SurveySensum

JANUARY 16, 2025

In this comparison, well break down the strengths, weaknesses, and standout features of both tools to help you identify the one that fits your requirements, enhances your CX strategy , and stays within your budget. It is ideal for a business to create online surveys effectively and generate strategic analytics and insights.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

SurveySensum

OCTOBER 29, 2024

With the help of advanced analytics in the customer service process, you can optimize and streamline your activities and improve your customer experience. So, let’s discover how contact center analytics can help you gain actionable insights about this touchpoint and your overall business and optimize your operations.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

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! phone, chat, social media).

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

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. 1 Accordingly, the CX Index teaches us a lot about what is ineffective in popular CX practices. Interestingly, the CX Index is simple: CX Quality.

CX 71

CX Customer Experience VOC Legal 71

Hodusoft

MAY 11, 2022

Cloud PBX vs On-Premise PBX Systems for Better CX: Check out these Factors Before You Decide. It also facilitates better CX for customers by ensuring zero latency with real-time customer engagement capabilities over the cloud. . If you have unhappy employees, it will surely impact your customer experience.

CX 98

CX Government Omnichannel Actionable Insights 98

Fonolo

JANUARY 12, 2023

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. And McKinsey and Company say that 76% of customers feel disappointed when they don’t receive it. .

Artificial Intelligence 138

Artificial Intelligence Contact Center Sentiment Analysis AI 138

PeopleMetrics

OCTOBER 25, 2017

Market research shows that the Customer Experience Management (CEM) market is estimated to grow from USD 5.06 If you’re not investing in CX, it’s very likely that your competitors are. The stage has been set – now let’s jump right into the top 12 Reasons to Invest More in Customer Experience (CX): 1.

CEM 122

CEM Customer Experience VOC Government 122

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. Unlike typical Confirmit alternative tools, SurveySensum offers free CX consultation and implementation support.

Sentiment Analysis 52

Sentiment Analysis Start-ups AI Customer Feedback 52

InteractionMetrics

MARCH 13, 2025

You need to know what customers are actually saying so you can identify key themes, uncover root causes, and take meaningful action. We provide comprehensive text analysis services that include sentiment analysis to deliver actionable insights you can use to improve the customer experience.

Sentiment Analysis 52

Sentiment Analysis Customer Experience Machine Learning Social Media 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

Callminer

FEBRUARY 27, 2019

.” – 5 Good Reasons to Capture the Voice of the Customer , SurveyMonkey; Twitter: @SurveyMonkey. . Focus on gathering ‘actionable insights.’. Many companies face the issue of gathering lots of customer data but don’t know how to actually derive actionable, meaningful insights from it.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

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 135

Retail Scorecard Sentiment Analysis Customer Service 135

SurveySensum

DECEMBER 18, 2024

Net Promoter Score Defined Net Promoter Score (NPS) is a widely used CX metric that measures customer loyalty and satisfaction by gauging how likely customers are to recommend a company, product, or service to their friends and family. Asian customers expect extremely impressive products/services to give a high NPS score.

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 52

Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). Customer loyalty has to be earned, now more than ever, making your CX a prime differentiator. An investment in the employee experience is an investment in the customer experience.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Execs In The Know

JULY 7, 2024

In today’s fast-paced digital age, setting new CX standards for customer interactions is no longer a luxury—it’s a necessity. Customers expect nothing less than extraordinary. To thrive, businesses are getting serious about service excellence in CX, next-gen personalization, and automation.

CX 52

CX Artificial Intelligence Machine Learning AI 52

Win the Customer

SEPTEMBER 11, 2023

Delivering an exceptional customer experience (CX) isn’t just a nice-to-have—it’s a strategic imperative. However, in order to truly understand and improve the CX you’re offering, you need to measure it. This is where CX metrics for success come into play. Essential CX Metrics for Success 1.

CX 59

CX Net Promoter Score Customer Experience NPS 59

SurveySensum

APRIL 28, 2025

Customers requested more structured communication, and Slack acted by building features that directly aligned with those insights, driving user satisfaction and retention. Understand Customer Expectations Better Irrespective of the good intentions that the business has, it may not be able to deliver what the customer is expecting.

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

MattsenKumar

SEPTEMBER 21, 2023

It transforms how the company interacts with its customers, delivers valuable insights, and improves CX. The blog post discusses how Speech Analytics is reshaping CX and why it is poised to be a future trend. It’s the culmination of every interaction, touchpoint, and customer engagement with a brand.

CX 52

CX Non-Profits Artificial Intelligence Sentiment Analysis 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

Hodusoft

SEPTEMBER 29, 2022

7 Ways How Omnichannel Analytics In Contact Center Can Improve Your CX. The customer experience (CX) has become a key differentiator in driving business success. 73% of consumers have admitted that CX influences their purchasing decision. What do modern customers imply by good customer service experience?

Contact Center 52

Contact Center Omnichannel CX Actionable Insights 52

SurveySensum

DECEMBER 4, 2024

More than often, customers are attracted to banks that value them and offer good service. This CX metric has the ability to gauge customer loyalty and predict business growth. Using NPS in finance industry can get to the heart of why customers would or wouldn’t recommend them to others. Ready to Elevate Your NPS?

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

SugarCRM

APRIL 12, 2022

Neenah supplies customers from healthcare institutions that rely on its special medical packing paper to keep medical devices sterile to educators using bright-colored cardstock to promote classroom learning. Finding the best CX solution to support Neenah’s unique needs was not easy. Closing Thoughts.

Manufacturing 49

Manufacturing CX Data Entry CRM 49

Zonka Feedback

SEPTEMBER 10, 2024

Customer experience is no longer just a competitive advantage—it’s the backbone of successful companies. In fact, 86% of buyers are willing to pay more for a great experience, yet only 1 in 3 companies actually deliver on customer expectations. Disconnected feedback systems that fail to provide real-time, actionable insights.

Customer Feedback 52

Customer Feedback Actionable Insights Customer Expectations CX 52

SurveySensum

SEPTEMBER 23, 2024

Ever felt like you were walking a tightrope, trying to keep your customers happy without falling off the edge? To ace the CX walk, you must find the sweet spot between meeting customer expectations and wowing them. Brands that nail CX see revenue jump by 4-8%, leaving the industry average in the dust.

CX 52

CX Customer Experience Social Media Text Analytics 52

Retently

MARCH 14, 2023

Understanding these differences and how they complement each other can help brands achieve a broader CX perspective. Concept Product reviews are written evaluations of a product by customers who have purchased and used it. Yet, NPS surveys impact customer experience and the ability to identify and retain its most valuable clients.

NPS 136

NPS Net Promoter Score Customer Satisfaction Customer Feedback 136

SugarCRM

OCTOBER 15, 2021

With 87% of leaders tagging customer experience (CX) as the top growth engine for their business, but only a third of them feeling prepared to address it, it seems there is a lot of room for improvement. Customers have power, and companies have started to see the value of offering them a great experience. Bring AI to the Table.

CX 48

CX CRM Artificial Intelligence Invoicing 48