Lumoa

MARCH 31, 2021

In this article, we cover what actionable insights are, why they’re important, how to collect the information you want and some tips on taking action. What are Actionable Insights? The actionable insight would be to change the design of the survey and rephrase/change the question.

Actionable Insights 78

Actionable Insights NPS Net Promoter Score Customer Feedback 78

eglobalis

JANUARY 28, 2025

Customer Success Strategies: Shifting from reactive customer service to proactive customer success. The book also highlights several real-world examples of companies that have successfully implemented customer engagement strategies, providing actionable insights for business leaders and CX professionals.

CRM 195

CRM CX Actionable Insights AI 195

ECXO

JULY 29, 2024

Insights from teams at firms like IBM, FedEx, and Target highlight trends and areas for improvement. Data Analytics : Processing vast amounts of information to uncover patterns and actionable insights. Real-Time Customer Data Platforms (CDPs) : Integrating data from various touchpoints to offer a unified view of the customer.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

Retently

OCTOBER 11, 2024

This is where Quality Assurance tools come into play—they help pinpoint inconsistencies, monitor agent customer service performance, and highlight areas for improvement. Let’s explore the best Customer Service Quality Assurance tools that can elevate your customer experience to the next level.

Retail 135

Retail Scorecard Sentiment Analysis Customer Service 135

Execs In The Know

NOVEMBER 21, 2024

The key is integrating AI to enhance, not replace, the empathy and understanding that define exceptional customer service,” explained Nidhi Nair, Senior Manager of Product Marketing at Gladly. The next iteration is understanding what truly drives customers and using AI to fix problems before they even arise.”

Sports 105

Sports AI CX Artificial Intelligence 105

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

CSAT.AI

NOVEMBER 17, 2022

In regard to customer service it’s using technologies instead of people to accomplish both customer facing and back end tasks. Customers are leaning into automation according to McKinsey research. What Are You Missing in Automation for Customer Service? Automation has many benefits but also challenges.

Customer Service 127

Customer Service Sentiment Analysis Contact Center AI 127

Uniphore

JUNE 22, 2021

You listen to your customers on social media. Do you listen to your customer service employees? 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.

Social Media 219

Social Media Contact Center Actionable Insights Entertainment 219

eglobalis

JULY 31, 2024

SAP Customer Experience solutions include SAP Marketing Cloud and SAP Commerce Cloud, which help businesses deliver personalized customer experiences and manage digital commerce efficiently. Real-time data processing and AI-driven responses will enable companies to meet customer expectations promptly.

Customer Experience 450

Customer Experience Social Media Predictive Analytics AI 450

ECXO

JULY 26, 2023

CX pioneers boost their capabilities by investing in customer data platforms (CDPs) to give them a unified, 360-degree view of customers – across devices, channels, location, culture and time. Improve the omnichannel experience Real-time data enables businesses to provide a seamless omnichannel experience for customers.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

CX Accelerator

JANUARY 7, 2019

The big challenge is parsing through the data to get actionable insight and NLP is foundational to this work. Imagine you’re on a company’s website and are searching through their knowledge base for an answer to a question before contacting customer service. 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

eglobalis

MARCH 30, 2025

This real-time flow of data (in multiple languages and markets) gave HP actionable insight into user experience issues with current product versions, something the slow survey cycle failed to do. The benefit of integration is also organizational: it breaks silos between departments handling customer data.

AI 346

AI CX Sentiment Analysis Predictive Analytics 346

ECXO

DECEMBER 25, 2024

Zappos: Building Loyalty Through Service Zappos, the online shoe retailer, revolutionized e-commerce with its dedication to customer service. Its policies, such as free shipping and a 365-day return window, remove common friction points for customers.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

Retently

MARCH 18, 2024

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. Whether through a simple “How satisfied were you with our service?”

Customer Service 120

Customer Service Net Promoter Score NPS Customer Satisfaction 120

ECXO

OCTOBER 7, 2024

Craft a narrative where every customer feels valued, heard, and truly understood. As the architect of experiences that go beyond the transactional, you have the ability to decode customer needs and desires, turning them into actionable insights that propel your organization forward.

Customer Experience 373

Customer Experience CX Innovation Artificial Intelligence 373

Logicalware

SEPTEMBER 28, 2021

To help contact centres tackle these new challenges, today we have released an exciting new product and an array of new features in the Puzzel Customer Service Platform. The post Q3 Product Release: New tools for post-pandemic customer service appeared first on Puzzel United Kingdom. Secure your place here. [1]

Customer Service 98

Customer Service Scorecard Construction Actionable Insights 98

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? So, make sure you deliver the best customer service.

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

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. Well, not anymore.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

SurveySensum

OCTOBER 28, 2024

Support Ticket Resolution Time Customers are likely to become detractors if they experience slow or inefficient customer service. Track how quickly and effectively your support team resolves issues to ensure you’re not driving down your NPS through poor service. The reduction of churn often results in an increase in NPS.

NPS 52

NPS Customer Loyalty Actionable Insights Sentiment Analysis 52

Uniphore

NOVEMBER 9, 2021

To address common challenges, many organizations are turning to artificial intelligence and conversational service automation to deliver better customer experiences and employee efficiencies.

Contact Center 130

Contact Center Artificial Intelligence CX Transformation Actionable Insights 130

Doing CX Right

DECEMBER 18, 2023

Award-winning authors and leadership experts, Lisa Ford and Stacy Sherman discuss the key differences between customer service and customer experience and actionable insights to boost retention and fuel growth The post Rethinking Customer Service – Why ‘Good’ Just Isn’t Enough Anymore appeared first on Doing CX Right.

Customer Service 59

Customer Service Actionable Insights CX Customer Experience 59

SurveySensum

MARCH 10, 2025

Reporting and Actionable Insights Data means nothing without actionable insights. Reporting and Actionable Insights Data means nothing without actionable insights. Spot trends over time : Are more customers unhappy after a recent update?

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

Execs In The Know

MARCH 7, 2024

When fueled by an organization’s own data, generative AI can uncover hidden patterns, predict customer trends, and optimize decision-making processes. In turn, big data serves as the lifeblood of generative AI, providing the raw material for actionable insights and data-driven innovations.

AI 111

AI Actionable Insights Innovation Compliance 111

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?

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

UJET

NOVEMBER 19, 2020

We built a contact center solution that reads and writes all interaction data directly to (and from) your CRM to ensure that your data was accurate, your customer’s privacy was protected, and your customer service team had all the tools they needed to deliver better customer experiences. Customer Service Elasticity.

Contact Center 82

Contact Center CRM Customer Service Omnichannel 82

UJET

NOVEMBER 19, 2020

We built a contact center solution that reads and writes all interaction data directly to (and from) your CRM to ensure that your data was accurate, your customer’s privacy was protected, and your customer service team had all the tools they needed to deliver better customer experiences. Customer Service Elasticity.

Contact Center 82

Contact Center CRM Customer Service Omnichannel 82

Intercom

FEBRUARY 8, 2023

. “For our third annual report, we surveyed 1,700+ support leaders in multiple countries” To help support teams get ahead of the curve for 2023, we’re delighted to launch The Intercom Customer Service Trends Report for 2023. They shared which trends they predicted would shape customer service in 2023.

Customer Service 59

Customer Service E-commerce Finance Business Growth 59

Callminer

FEBRUARY 27, 2019

We gathered best practices from 25 industry experts on voice of the customer programs and here is their advice: 1. Implement the technology possible to listen to your customers in real-time. Customer perceived quality and above-average customer service have been proven time and again to be leading drivers of business success.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

Retently

AUGUST 5, 2024

Customers respond on a scale of 0 to 10, and based on their answers, they’re categorized as Promoters (9-10), Passives (7-8), or Detractors (0-6). Because it provides clear, actionable insights into customer satisfaction and loyalty. Customer Service is exceptional, also rated 4.9. for Ease of Use.

NPS 101

NPS B2B Net Promoter Score Actionable Insights 101

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 105

Customer Satisfaction Actionable Insights CRM Social Media 105

Shep Hyken

JANUARY 9, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Predictions for 2023 by Dan Gingiss. Dan Gingiss) It’s a new year, so why not start it off right with some powerful customer experience predictions from the world’s foremost experts? Look no further!

Customer Service 11

Customer Service Hospitality Hospitality Social Media 11

Callminer

FEBRUARY 26, 2019

The research by the UK’s Competition and Markets Authority (CMA) into the customer service rankings of 16 UK banks shows a whopping 36% difference between the highest and lowest scoring banks. It goes without saying that companies need to know their customers, their channel preferences, pain points, history with the company, etc.

Customer Satisfaction 159

Customer Satisfaction Social Media Customer Survey Actionable Insights 159

SurveySensum

OCTOBER 17, 2024

Here is why customer feedback analytics is very important for a business: 1. Improves Customer Experience By studying feedback, companies can spot areas of concern and improve customer service. Knowing what makes customers satisfied or unhappy can help tailor their services to meet their needs.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

Logicalware

OCTOBER 12, 2021

With two-thirds of companies now competing on customer experience alone, quality assurance enables contact centres to ensure they’re continuously delivering consistent, compliant and high-quality customer service [1]. for the customer,?and?lives customer service?industry, result in better customer service,?increased

Scorecard 98

Scorecard Actionable Insights Compliance Construction 98

SurveySensum

APRIL 28, 2025

Brand Example: Dropbox amplified its customer base by promoting positive testimonials and reviews on landing pages and during its referral campaign. Improves Customer Service Like lifelong learning, there is no end to customer service improvement. They need an assistant to locate it or a guide to take them there.

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

Callminer

JUNE 3, 2019

Not only does this come at an expensive cost to companies due to the time and resources it takes to hire and train, but it can also lead to bad customer experiences—an indirect attack against the heart of your brand. So, what’s leading to this growing problem? Lack of resources is a major stressor.

Net Promoter Score 140

Net Promoter Score Contact Center Actionable Insights NPS 140

Shep Hyken

NOVEMBER 11, 2022

He shares how companies can use QR codes to improve customer service and experience. For instance, QR codes can effectively be implemented in customer service. In this blog post, we will look at some of the most creative ways companies employ QR codes to help customers and provide a matchless customer experience.

Customer Service 57

Customer Service Social Media Hospitality Hospitality 57