Retently

MARCH 17, 2025

Key metrics to include (or skip) Actionable insights that go beyond the data and help drive real improvements. Ready-to-use examples for different reporting styles, whether youre all about the numbers, customer feedback, or a mix of both. Useful for leadership, c-suite, stakeholders , and annual strategy meetings.

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

eglobalis

NOVEMBER 5, 2024

Brian Solis’s journey is one of consistent foresight and evolution, making him one of the most impactful voices in the fields of digital transformation, customer experience, and innovation. WTF) – Defining Customer Experience (CX) What’s the Future of Business? What’s the Future of Business?

Innovation 478

Innovation CX Social Media Entertainment 478

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

Beyond Philosophy

APRIL 8, 2019

Whenever I talk about Customer Experience with audiences, I begin by explaining that customers do not buy things rationally. Customers buy things emotionally and then justify the purchase with logic. A lot of organizations assume customers make rational buying decisions. Irrationality and data don’t mix.

Actionable Insights 126

Actionable Insights Hospitality Hospitality Customer Experience 126

Experience Investigators

NOVEMBER 12, 2024

By fostering a culture of open communication, businesses can achieve significant improvements for both employees and customers. Join us as we delve into understanding customer emotions and identifying friction points, ultimately aligning feedback with organizational goals for an enhanced customer experience.

Actionable Insights 52

Actionable Insights Innovation CX Customer Experience 52

eglobalis

MARCH 30, 2025

[link] Introduction: Todays businesses face a pivotal question: can emerging technologies like AI and real-time data platforms reduce or even replace the need for traditional customer surveys in managing customer experience (CX)? This is a shift from reactive measurement to proactive management of customer experience.

AI 334

AI CX Sentiment Analysis Predictive Analytics 334

ECXO

NOVEMBER 19, 2023

Executive Session formato convencional The European Customer Experience Organization (ECXO) is delighted to announce that Prof. We will be discussing ‘Strategic Design: The Key to Building a Successful Business & Captivating Customers ,’ a crucial element for corporate success. Jan-Erik Baars Prof.

Actionable Insights 367

Actionable Insights NPS CX Customer Feedback 367

eglobalis

JANUARY 28, 2025

I also had the privilege to meet Ray Gerber , the senior advisor of the European Customer Experience Organization ( ECXO.org ) , face-to-face for the first time. Ray is truly one of the pillars of ECXO.org, and it was an enriching experience to finally meet him in person as everyone during the event.

CRM 195

CRM CX Actionable Insights AI 195

ECXO

JUNE 11, 2023

Create a customer persona – creating a persona will help you tailor your messaging and design to meet the needs of your target audience. A persona is an archetype of your ideal customer. You will need to analyse real-world customers to get to the actionable insight you need. How do they consume content?

B2B 390

B2B B2C Touchpoint Customer Satisfaction 390

Execs In The Know

NOVEMBER 21, 2024

Your North Stars: Customers and Employees AI often promises efficiency, but BSN Sports’ approach is refreshingly balanced. “My consistent challenge is always, how do I improve the customer experience, and how do I improve the employee experience?” ” she shared.

Sports 105

Sports AI CX Artificial Intelligence 105

eglobalis

OCTOBER 9, 2024

.” – Jobs emphasized the importance of understanding deeper customer needs and anticipating desires that customers themselves might not yet realize. It’s a reminder to look beyond direct requests and consider the larger context of user experience and innovation.

Customer Feedback 520

Customer Feedback Compliance Innovation B2B 520

CX Accelerator

JULY 1, 2019

When you have a child on the Autism spectrum , you gain an unusual view of Customer Experience. Inclusive Design Redesigning the customer experience will require implementing inclusive design strategies. Inclusive CX posits that every individual has the right to full and equal participation in the customer experience.

Customer Experience 140

Customer Experience Customer Journey Map CX Education 140

Experience Investigators

FEBRUARY 4, 2025

What if your commoditized product could command premium pricing and cultivate a loyal customer community? That’s exactly what we explore in this episode, as we unlock the secrets of customer experience (CX) as a transformative strategy, even for products as seemingly interchangeable as sugar and coffee beans.

Customer Experience 52

Customer Experience Actionable Insights CX Customer Loyalty 52

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

Futurelab

DECEMBER 27, 2023

First, businesses started asking for actionable insights rather than just data: a new role that the researchers performed well, turning from number crunchers into consultative teams. Customer data has transitioned from a scarce commodity to an overwhelming flood of information. Yet this is rarely the case any more.

Customer Experience 162

Customer Experience CX Start-ups Actionable Insights 162

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

Retently

AUGUST 3, 2023

“Customers are no longer buying products and services– they are buying experiences delivered via the products and services.” – Gregory Yankelovich In a world where your potential competitors are just a click away, customer experience is the new marketing battleground. and that’s exactly what customers want.

Net Promoter Score 146

Net Promoter Score Customer Experience Social Media NPS 146

Uniphore

JUNE 22, 2021

Lean in and learn why we should listen to our customer service employees if we truly cared about customer experience. Yet, beneath these videos and comics is a wellspring of actionable insights. If you choose to lean in and listen, you can make the world a better place, one customer interaction at a time.

Social Media 219

Social Media Contact Center Entertainment Actionable Insights 219

The DiJulius Group

DECEMBER 12, 2022

Now is the best time to create your Customer Experience theme for the new year, one that you can rally your entire organization around. Here are some excellent and actionable insights to kick off brainstorming for making 2023 your best year ever: 1. The Great Retention Great companies help people live amazing lives.

Customer Experience 111

Customer Experience Actionable Insights 111

Callminer

FEBRUARY 19, 2020

Actively evaluating your employees’ performance on the job can yield highly actionable insights, but only if done in a meaningful way. For information on improving the customer experience through the use of innovative AI technology, download our white paper, How AI Improves the Customer Experience.

Artificial Intelligence 287

Artificial Intelligence Social Media Innovation AI 287

Uniphore

OCTOBER 4, 2021

The World AI & RPA Show brings together leaders from a variety of client-facing enterprises to discuss the important role AI plays in developing a superior customer-focused business. Watch this webinar to hear Ravi Saraogi, President APAC, Uniphore, share his insights on transforming the customer experience through AI & RPA.

AI 100

AI Predictive Analytics Customer Experience Actionable Insights 100

ECXO

DECEMBER 4, 2024

This comparative analysis delves into the nuances of customer success strategies in these two sectors, highlighting key differences in implementation, measurement of success, and overall impact on customer satisfaction and loyalty. The specific KPIs used may vary depending on the company’s goals, industry, and customer segment.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 114

B2B Customer Experience B2C Net Promoter Score 114

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

CX Accelerator

JANUARY 7, 2019

So keep that in mind as I talk about technology for customer experience. This is exciting because we communicate with our customers via text whether it’s through inbound support messages, transcribed phone calls, or voice of customer survey responses. Let’s look at an example where we see NLP at work in the CX.

Machine Learning 275

Machine Learning AI CX Net Promoter Score 275

Retently

AUGUST 13, 2024

Two of the most efficient tools businesses can use to measure customer happiness are the Customer Satisfaction Score (CSAT) and a newer Retently-born, but increasingly adopted metric called Customer Experience Score (XSAT). Understanding these differences can shape how you track and improve customer satisfaction.

Customer Experience 108

Customer Experience NPS Net Promoter Score Customer Satisfaction 108

Zonka Feedback

OCTOBER 28, 2024

The Likert Scale goes beyond surface-level responses, capturing a wide spectrum of customer sentiment across every category.

Actionable Insights 59

Actionable Insights CX Customer Experience 59

Lumoa

JUNE 30, 2022

If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. You need to learn (and teach) how to sell customer experience to your whole organization. Lack of good data.

Customer Experience 103

Customer Experience VOC Voice of the Customer CX 103

Intercom

JANUARY 20, 2025

. “In the last 12 weeks, weve had an almost 70% resolution rate, which is epic” Fin solves this problem, reducing the need for additional headcount to keep up with customer growth while increasing efficiency and improving the customer experience. Keen to get started?

Customer Service 91

Customer Service Compliance AI Education 91

Zendesk

DECEMBER 7, 2021

A great customer experience features efficient and personalized interactions at each step of the buyer’s journey. But in order to achieve this, companies need a way to quickly analyze customer data and act on it. But what exactly does it mean to use AI throughout the customer journey? What is AI customer experience?

AI 97

AI Customer Experience Artificial Intelligence Machine Learning 97

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

ECXO

MAY 27, 2024

This article explores the current landscape of AI in enterprise software, highlighting its growing impact on user adoption and its transformative potential to improve customer loyalty, streamline workflows, and reduce operational costs. The focus will shift to functionality, adoption, and customer experience and its outcomes.

AI 227

AI Technology Technology CX 227

ECXO

NOVEMBER 9, 2023

The European Customer Experience Organization (ECXO) is Proud to Present Karen Jaw-Madson – Innovator in ‘Culture Your Corporate Culture’ speaking about Connecting Culture, CX and EX for Impact When? Prepare to be inspired and equipped with actionable insights that can truly make a difference.

CX 156

CX CXM Government Contact Center 156

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

Lumoa

SEPTEMBER 1, 2023

Actionable Insights just got better Insights are designed to help you get to the heart of your feedback, showing you trends and data points without you having to dig them out your self. Feel free to check out our FAQ on Lumoa GPT to learn how you can get started with the next generation tool in feedback analysis!

Actionable Insights 147

Actionable Insights B2C Start-ups Customer Feedback 147

SurveySensum

APRIL 7, 2025

Understanding Its Value for CX Professionals SurveyMonkey is a feedback management tool widely used for gathering customer feedback, offering drag-and-drop survey design and data analysis tools that yield actionable insights. It is known for taking relevant action on the feedback that actually drives revenue. Wrapping Up!

Text Analytics 52

Text Analytics Actionable Insights AI NPS 52