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. Helps teams react fast to emerging issues in different CX touchpoints (e.g.,

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

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

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

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

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

Retently

JULY 8, 2024

Loyal customers are not only repeat buyers but also enthusiastic Promoters who help bring in new customers. Actionable Insights : NPS surveys often include follow-up questions asking why customers gave a particular score. And don’t forget about taking action on the insigh ts.

Touchpoint 78

Touchpoint NPS Net Promoter Score Actionable Insights 78

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

SurveySensum

OCTOBER 29, 2024

It’s no secret that your contact center is the first line of defense with your customers – making it the most important touchpoint in the customer journey. Also, 88% of customers say that a good customer service experience is what makes them more likely to make another purchase from the brand.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 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

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

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

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

SurveySensum

AUGUST 19, 2024

This is one of the customer touchpoint examples where the brand engaged with Mike to remind and or understand why he abandoned the cart. This interaction at this touchpoint in Mike’s customer journey prompted him to become a customer from just a mere visitor. What are Customer Touchpoints?

Touchpoint 52

Touchpoint Social Media Invoicing Text Analytics 52

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

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

APRIL 11, 2025

According to Bain & Company, 80% of management teams think they offer quality customer experience, when in reality, only 8% of their customers are satisfied. Key driver analysis eliminates this guesswork and helps you make decisions backed by real customer behavior data. Did you find a better alternative?

Key Driver Analysis 52

Key Driver Analysis Text Analytics Sentiment Analysis NPS 52

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

PeopleMetrics

APRIL 29, 2016

In the arms race for customer intelligence and customer experience improvement, you may find yourself compelled to blindly collect data. Too Much Data Can Be Averse to Improving Customer Experience. Strive for Actionable Insights in the Customer Experience. Replying Head: Yes, future.

Customer Experience 69

Customer Experience Actionable Insights Touchpoint Customer Feedback 69

CX Accelerator

FEBRUARY 12, 2018

This valuable information is not making its way into actionable insights that need to be addressed by companies. And, survey fatigue and other reasons pop up as to why customers are not providing feedback. So… What can companies do to improve their voice of the customer success? 3) Empower customers to provide feedback.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

SurveySensum

DECEMBER 30, 2024

CustomerGauge has been specifically built to cater to B2B and handle complex, multi-touchpoint journeys and various account sizes. Built from the ground up around the Accounts Experience methodology, CustomerGauge offers B2B brands guidance for customer surveying and revenue growth, among other things. What is CustomerGauge?

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

ECXO

JULY 8, 2024

Enhancing Tech Adoption through Exceptional Design Introduction Originally posted at: [link] In the rapidly evolving landscape of technology, digital product design has emerged as a critical factor influencing adoption rates and overall customer experience. Ease of Use: A product that is easy to use will naturally attract more users.

Touchpoint 156

Touchpoint Technology Technology VOC 156

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

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

InteractionMetrics

JANUARY 7, 2025

Looking back on 2024, one question stands out in the world of customer experience (CX): How do companies get to the bottom of their customers journeysand then use that knowledge to spark bottom-line success? Opportunities: Areas where improving the experience can drive loyalty, revenue, or efficiency. Takeaway #4.

Customer Journey Map 52

Customer Journey Map B2B CX Touchpoint 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. Fine-tuning your CX elements is a constant exercise.

Customer Experience 78

Customer Experience ML Social Media CX 78

Execs In The Know

MARCH 4, 2022

While analytics for single-touchpoint, single-channel interactions provide valuable insights into the effectiveness of your messaging at that juncture, they fall short of painting the full picture. Here’s what you need to know about customer journey analytics, its benefits, and how it works.

Customer Journey Map 98

Customer Journey Map Touchpoint Machine Learning Unstructured Data 98

SurveySensum

FEBRUARY 17, 2025

Recurring Trends Identification : It highlights recurring keywords, emerging patterns, and customer pain points to reveal actionable insights. Real-time Reporting : Dashboards visualize findings, making it easy to monitor trends and take data-backed actions. Track customer sentiment across the entire journey.

Text Analytics 52

Text Analytics Sentiment Analysis Social Media Machine Learning 52

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. The number of tickets logged can highlight the areas of your customer experience that leave much to be desired. Number of tickets.

Customer Satisfaction 211

Customer Satisfaction Customer Expectations Machine Learning Start-ups 211

Retently

OCTOBER 11, 2024

EvaluAgent Final Thoughts: Choosing the Right QA Tool When customer interactions lack consistency and quality, it can lead to dissatisfaction, lost loyalty, and even negative reviews. The challenge lies in ensuring that every touchpoint across all channels meets the high standards your customers expect.

Retail 134

Retail Scorecard Sentiment Analysis Customer Service 134

SurveySensum

FEBRUARY 13, 2025

Customer experience has moved from being a competitive differentiator to a key business imperative. Companies that lead in customer experience are now outperforming laggards by nearly 80%. NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

SurveySensum

SEPTEMBER 19, 2023

Well, for starters the in-app survey should have popped up at the right touchpoint which is when Jess was done with her booking as this would have ensured that there was no disruption in her experience. They can analyze this data using an efficient customer feedback platform , and take data-driven action.

Actionable Insights 52

Actionable Insights Customer Satisfaction Touchpoint Start-ups 52

Retently

JANUARY 13, 2025

The secret to effortless customer experiences lies in understanding one simple truth: effort matters. Customers feel the same way. Thats where Customer Effort Score (CES) steps in to save the day. CES is laser-focused on one thing: how easy it is for your customers to get what they need. Frustrating, right?

Sentiment Analysis 116

Sentiment Analysis Net Promoter Score NPS Touchpoint 116

Lumoa

MARCH 12, 2023

How important is customer experience, really? Ask most business leaders and they’ll tell you customer experience (CX) is essential. Everyone and their mother knows that keeping your customers happy and investing in the relationship they have with your business will help you grow. The result? Higher brand loyalty.

Customer Experience 78

Customer Experience Customer Journey Map Sentiment Analysis NPS 78

Sprinklr

JULY 22, 2021

Point solution chaos: Different point solutions for different customer touchpoints create siloed feedback, disjointed insights, and less synergy between teams. Disparate digital channels: Customers provide feedback on their preferred channels, not yours. Which of these challenges look familiar to you?

Unstructured Data 98

Unstructured Data Social Media Artificial Intelligence Actionable Insights 98

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

Lumoa

SEPTEMBER 11, 2023

For a company to grow, it needs to convert one-off customers into regular patrons. And the only way to keep them coming back for more is to provide a customer experience that they would like to revisit. In customer experience, as with any other business endeavor, failure to plan is planning to fail.

Customer Experience 78

Customer Experience Net Promoter Score NPS Start-ups 78

1 to 1

DECEMBER 19, 2024

This article was originally published in the Customer Strategist Journal. The customer experience (CX) landscape is constantly evolving with changing technologies, customer behaviors, challenges, and opportunities. Companies will be better equipped to identify and prioritize their most valuable customers.

CX 26

CX Contact Center Customer Experience Sentiment Analysis 26