CX Accelerator

JANUARY 7, 2019

That being said, I thought it might be helpful to share what I understand thus far about a couple concepts that are often mentioned in the CX technology space. It’s OK if they don’t but chances are you’ve heard a well-meaning salesperson try to sell you on the latest greatest CX tool and they’ve dropped these terms like they’re hot.

Machine Learning 275

Machine Learning AI CX Net Promoter Score 275

eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. This article delves into the top ten MarTech solutions, that significantly improve CX outcomes.

Customer Experience 378

Customer Experience Social Media Predictive Analytics AI 378

ECXO

JUNE 11, 2023

CX design is no longer just about aesthetics. But, many European firms still have a long way to go to reach the levels of CX maturity seen in B2C. If you need to rethink your CX offer, or haven’t got started, time is not on your side. You will need to analyse real-world customers to get to the actionable insight you need.

B2B 390

B2B B2C Touchpoint Customer Satisfaction 390

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

JULY 26, 2023

We thought it would be helpful to decode the strategies that CX leaders use to break away from the pack. Insights on identity, interactions, behaviour and attitudes that help you identify, and predict, CX issues and opportunities. First, let’s explore some of the ways real-time data can transform your CX.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

ECXO

DECEMBER 4, 2024

In contrast, customer success in manufacturing leans heavily on relationship-building, product reliability, and post-sales support. In contrast, manufacturing companies are more transactional, focusing on individual sales. 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

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

Retently

NOVEMBER 27, 2024

Measuring Success: Metrics to Monitor Conclusion Did you know that global ecommerce sales are expected to hit a jaw-dropping $8.1 With the industry growing at lightning speed, brands face a golden opportunity to scale like never before – but it’s not as simple as setting up a website and waiting for sales to roll in. trillion by 2027

Sales 148

Sales Social Media Predictive Analytics Start-ups 148

SurveySensum

MARCH 10, 2025

Reporting and Actionable Insights Data means nothing without actionable insights. Reporting and Actionable Insights Data means nothing without actionable insights. Sale More and Market Efficiently 79% of high-performing sales teams use AI-powered insights to improve their strategies.

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

Retently

MAY 2, 2023

While they measure customer experience at different stages in the customer lifecycle, all three equip SaaS companies with actionable insights that can help enhance the product, reduce churn and drive growth. Join us as we delve into the power of CX surveys and how they can transform your SaaS business.

CX 133

CX NPS Customer Satisfaction Start-ups 133

SurveySensum

JANUARY 20, 2025

Thats where sentiment analysis comes in – turning raw feedback into actionable insights. However, on the flip side, despite the negativity, Nikes sales resulted in a 31% jump from the controversial ad. According to 4C Insights , Nikes social media mentions jumped by 1678%, while that of Kaepernick spiked 362,280%.

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

Callminer

JULY 15, 2019

This is a great opportunity to listen, watch, and learn the latest CX analytics information out there! Employee engagement is a persistent problem at contact centers, as evidenced by high employee attrition rates, flat or declining sales, increased customer service complaints, and increased compliance violations. Can you Hear Me Now?

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

SurveySensum

SEPTEMBER 5, 2023

Dive into this blog to explore 11 actionable insights and uncover the full potential. 11 Actionable Insights for Exceptional SaaS Customer Experience SaaS customer experience is the holistic perception customers have of your product. But what more can an exceptional SaaS customer experience bring to the table?

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

SurveySensum

OCTOBER 28, 2024

NPS is a legend in the world of CX KPIs. When revenue starts to drop, traditional sales and marketing KPIs might give you a heads-up—but they fall short when it comes to explaining why. Some say it can reveal everything from customer loyalty to future revenue growth. That’s where NPS KPI shines. Let’s unravel them together!

NPS 52

NPS Customer Loyalty Actionable Insights 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. . PBX systems have always been the solution to this emerging challenge.

CX 98

CX Government Omnichannel Actionable Insights 98

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? In many ways, the success of your CX strategy hinges on the quality of your dataas the classic line goes, garbage in, garbage out.

Customer Journey Map 52

Customer Journey Map B2B CX Touchpoint 52

CX Journey

FEBRUARY 5, 2015

As both an outsider and an insider in the Customer Experience movement, I wanted to share (and weigh in on) three CX predictions made manifest through firsthand conversations with hundreds of companies leading the way in customer experience and engagement. #1 In 2015, that’s all subject to change - and rightfully so.

CX 71

CX Engineering Retail Actionable Insights 71

SurveySensum

OCTOBER 29, 2024

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. With the help of advanced analytics in the customer service process, you can optimize and streamline your activities and improve your customer experience.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

Retently

OCTOBER 11, 2024

QA tools enable you to monitor interactions in real-time, automate support quality control, and provide actionable insights that ensure your team delivers a seamless experience every time. These tools integrate seamlessly with broader CX metrics for a comprehensive view of customer satisfaction.

Retail 133

Retail Scorecard Sentiment Analysis Customer Service 133

Lumoa

APRIL 24, 2018

In doubts, I wanted to reach out to the thought leaders and influencers to know what they think of NPS, or rather, according to the best traditions of NPS, if they would recommend NPS to a fellow CX colleague. How likely are you to recommend Net Promoter System to your CX colleagues? (on Why did you give that score?

NPS 126

NPS CX Net Promoter Score Close the Loop 126

1 to 1

DECEMBER 19, 2024

The customer experience (CX) landscape is constantly evolving with changing technologies, customer behaviors, challenges, and opportunities. As we head in 2025, here are 5 major trends that will reshape the way CX is delivered in the contact center. Theyre smarter, more predictive, and easier than ever to integrate into CX systems.

CX 26

CX Contact Center Customer Experience Sentiment Analysis 26

Retently

SEPTEMBER 3, 2024

As a leader in customer satisfaction tools, we provide businesses with the means to gather, analyze, and act on critical insights that drive loyalty and growth. Through our CX surveys and advanced feedback analytics, we enable businesses to truly understand their customers and turn that understanding into action.

B2B 152

B2B NPS Start-ups Actionable Insights 152

Execs In The Know

JANUARY 15, 2025

PHOENIX, ARIZONA January 14, 2025 Execs In The Know, a global community of Customer Experience (CX) leaders, is thrilled to announce the keynote speakers for its highly anticipated Customer Response Summit (CRS) in Clearwater Beach, Florida, March 3-5, 2025.

Actionable Insights 40

Actionable Insights CX Transformation Innovation Contact Center 40

Retently

AUGUST 3, 2023

That’s because the price margins between competitive brands have narrowed , services have become standardized and migration costs have been minimized, leaving out just one key differentiator – customer experience (CX). Great customer experiences (CX) also help reduce marketing costs, improve user engagement and organizational efficiency.

Net Promoter Score 145

Net Promoter Score Customer Experience Social Media NPS 145

Callminer

FEBRUARY 27, 2019

Assess the data under the lens of potential sales opportunities. 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. Insightful is everything that you didn’t know.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

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. Here is the framework.

Sentiment Analysis 52

Sentiment Analysis Customer Experience Machine Learning Social Media 52

SurveySensum

DECEMBER 24, 2024

SurveyMonkey is a widely-used customer feedback tool that offers drag-and-drop functionality to design surveys and analyze data for actionable insights. However, it falls short in key areas like advanced capabilities and customization, which might limit your CX operations. So, what exactly are these limitations?

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

Experience Investigators

MAY 7, 2024

In this CX Pulse Check, Jeannie Walters asked CX leaders at CXPA CX Leaders Advance and Qualtrics X4: The Experience Management Summit what we should have our finger on the pulse of when it comes to customer experience today. Karen Lynch from Greenbook dissects the evolving role of CX within the corporate structure.

CX 52

CX Healthcare Actionable Insights AI 52

Retently

MARCH 14, 2023

Understanding these differences and how they complement each other can help brands achieve a broader CX perspective. Impact Product reviews can significantly affect a company’s sales, visibility, and reputation, as potential customers often rely on them when making purchasing decisions.

NPS 134

NPS Net Promoter Score Customer Satisfaction Customer Feedback 134

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. And that’s why CX is an area of business that’s often underappreciated, undervalued, and overlooked. You can become a driver of change.

Customer Experience 103

Customer Experience VOC Voice of the Customer CX 103

Execs In The Know

FEBRUARY 15, 2023

There’s plenty of evidence to suggest that customer experience (CX) plays a significant role in business growth. But when it comes to proving the value of your CX team and program, generalized stats and industry reports aren’t going to cut it. Why Every CX Leader Needs a Data-Driven Mindset Once upon a time, before 6.5

CX 52

CX Actionable Insights Contact Center Start-ups 52

Customer Service Life

MARCH 15, 2019

This article first appeared on CX Accelerator on January 7, 2019. That being said, I thought it might be helpful to share what I understand thus far about a couple concepts that are often mentioned in the CX technology space. The big challenge is parsing through the data to get actionable insight and NLP is foundational to this work.

AI 64

AI Machine Learning CX Net Promoter Score 64

SurveySensum

MARCH 12, 2025

Contingency table analysis enables you to systematically compare these variables side-by-side, revealing nuanced patterns and correlations that lead to deeper, actionable insights. Faster and More Actionable Insights Simplicity and organization delivered by the cross-tab table let one quickly compare variables.

Net Promoter Score 52

Net Promoter Score Customer Satisfaction Actionable Insights NPS 52

Customer Bliss

MAY 17, 2016

He is responsible for defining, developing, launching and implementing the entire Audi customer sales and service journey. ” For example, Audi rolled out an iPad app to help dealers with the sales process. “Actionable insight is key,” explains Mark. It needs to be actionable insights.

CX Transformation 32

CX Transformation CX Actionable Insights B2C 32

Zendesk

MARCH 31, 2021

That’s why collecting customer feedback should be central to any customer experience (CX) operation. Customer feedback is any information that customers give a company about their experience, says CX expert Jeff Toister. In this special CX Moment, Leanna Nazzisi, Sr. Sales or customer success feedback.

Customer Feedback 95

Customer Feedback VOC Social Media Net Promoter Score 95

Lumoa

FEBRUARY 28, 2023

Your customers are a wealth of information on how you can improve your marketing, sales, and customer experience. As they interact with your website, your sales team, or tools like a chatbot, you can capture their questions and concerns to improve your marketing and sales efforts. All you have to do is ask (and listen!).

Customer Feedback 78

Customer Feedback Close the Loop Net Promoter Score Actionable Insights 78