ECXO

JULY 26, 2023

Our focus in this article is on leveraging real-time customer data to provide richer, meaningful end-to-end customer experiences at every touchpoint. Insights on identity, interactions, behaviour and attitudes that help you identify, and predict, CX issues and opportunities. Technology in itself doesn’t make the difference.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

ECXO

OCTOBER 7, 2024

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. You are tasked with reinventing the customer journey, merging technology and human touch to craft seamless, personalized experiences.

Customer Experience 373

Customer Experience CX Innovation Artificial Intelligence 373

CX Accelerator

NOVEMBER 11, 2022

Customer insights can be gained in many ways and are a great way to gauge how the customer feels about the current experience. For this reason, we have included measurement with customer insights. Once customer data has been gathered, an analytics function is required to derive meaningful, actionable insight from it.

CX 307

CX Customer Journey Map CX Transformation Government 307

PeopleMetrics

FEBRUARY 4, 2025

No matter where you start, the goal remains the samecreating a VoC program that delivers actionable insights, improves customer experience, and drives business results. The Building Phase: Getting the Basics Right For companies just starting their VoC journey, the focus should be on foundations, not technology.

VOC 62

VOC AI Text Analytics Touchpoint 62

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. 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

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. However, perceptions of ease of adoption vary among individuals.

Touchpoint 156

Touchpoint Technology Technology VOC 156

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. This integration introduces you as a valued member of their technology family.

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

Callminer

FEBRUARY 27, 2019

Implement the technology possible to listen to your customers in real-time. 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

Intercom, Inc.

DECEMBER 8, 2020

Effective reporting contextualizes customer behavior and feedback, so you can glean actionable insights from data to provide a more positive customer experience. Some of the biggest challenges in improving help desk performance stem from a lack of suitable tools and technology for staff. Choosing the metrics that matter.

Customer Satisfaction 211

Customer Satisfaction Customer Expectations Machine Learning Start-ups 211

Execs In The Know

APRIL 29, 2022

With little insight into how their processes and technologies are affecting agent productivity, leaders are missing opportunities to improve their efficiency and drive better results. To address the situation, many companies are looking at tools like Fin’s Work Insight Platform. 26% of cases require 5 or more human touchpoints.

CX 98

CX Actionable Insights Touchpoint Technology 98

Execs In The Know

JANUARY 29, 2023

Prepare for the Future Take time to reflect and examine the possibilities of CX as it relates to leadership, people, purpose, processes, and technologies. We’ll be deep diving into important topics for today and for the future. Register today and meet us in the “Live Music Capital of the World!”

CX 90

CX Hospitality Hospitality Actionable Insights 90

Lumoa

OCTOBER 31, 2021

The Lumoa platform has been integrated into Forsta’s world-class experience platform to provide advanced AI-driven analytics to customers seeking to quickly identify the trends and insights that matter the most. This includes any unstructured feedback from survey responses to online reviews and customer support conversations.

VOE 78

VOE VOC Unstructured Data Artificial Intelligence 78

InteractionMetrics

JANUARY 7, 2025

By combining research, customer feedback, and organizational insights, journey mapping identifies: Key interactions (touchpoints): Moments where the customer directly engages with your company. A Disconnected Loyalty Program: Starbucks Rewards lacked integration with digital touchpoints, reducing engagement.

Customer Journey Map 52

Customer Journey Map B2B CX Touchpoint 52

Hodusoft

DECEMBER 16, 2022

Call Center Technology Trends Every Business Leaders Must Know. Call center technologies are the most effective way to accelerate and optimize day-to-day call center operations. As modern trends dominate communication technology, business leaders must understand and follow these trends to thrive in their respective businesses.

Technology 52

Technology Technology Omnichannel Social Media 52

Zendesk

DECEMBER 7, 2021

Companies are increasingly leaning on artificial intelligence (AI) to automatically collect and organize customer data at each touchpoint so they can deliver better experiences. Here’s how AI can improve the customer experience at specific touchpoints and, in turn, boost your bottom line. We’ve got a few ideas.

AI 97

AI Customer Experience Artificial Intelligence Machine Learning 97

Zendesk

NOVEMBER 1, 2021

Consumers today are interacting with brands via various touchpoints—social media, chat, phone, in-store, and so on. Look for a CRM that tracks customer interactions at every touchpoint, whether that’s a social media message or a one-hour phone call with the support team. Invest in a good CRM. Provide valuable reports.

Social Media 98

Social Media CRM Artificial Intelligence Touchpoint 98

Hodusoft

DECEMBER 26, 2024

They fail to leverage every touchpoint for deeper customer interaction and engagement. Advanced analytics tools can analyze all relevant data to identify trends, measure performance, and gain actionable insights into customer behavior. Omnichannel support isnt just about technology. Jackson Brown Jr.

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

Lumoa

NOVEMBER 21, 2023

But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis. Thankfully, the most relevant AI development technologies evaluating customer feedback rely on sentiment analysis.

Customer Feedback 78

Customer Feedback AI Machine Learning Social Media 78

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. Drive Research Drive Research works with major brands like Google, Apple, and Amazon to provide enterprise-level customer insights and market research.

Customer Satisfaction 52

Customer Satisfaction Social Media Mystery Shopping Net Promoter Score 52

Ameyo Callversations

OCTOBER 28, 2022

You may say that companies cannot access the tools and technologies to process such high volumes of data. Such a move would make rapidly changing technology highly accessible to businesses, big or small. In reality, the problem lies with the inability of such businesses to translate data into meaningful and actionable insights.

Artificial Intelligence 98

Artificial Intelligence Machine Learning B2C Actionable Insights 98

SurveySensum

DECEMBER 4, 2024

Customer Experience (CX) Design: This is done to create a consistent, relevant, and meaningful experience at each business touchpoint. They can use these insights to make design changes that emphasize and enhance the customer experience. Banks should leverage their customer data to understand behavior throughout the customer journey.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

Hodusoft

FEBRUARY 12, 2025

That was the decade during which Bell System, a former American telephone company, developed the basic form of Interactive Voice Response (IVR) technology. The following decade, the technology, which was based on the dual-tone multi-frequency, could segment incoming calls and connect them to the right team or individual in an organization.

Gaming 52

Gaming Engineering CRM Technology 52

SugarCRM

NOVEMBER 24, 2022

This article explores seven ways organizations can harness the speed of technology to quickly bring customer and analytics insights to the surface, drive high-definition customer experiences, and reverse the “Great Customer Resignation.” Get serious about CX processes and data collection.

Technology 40

Technology Technology CRM Predictive Analytics 40

Intercom, Inc.

JUNE 14, 2022

Customer relationship management involves leveraging the right technologies to properly meet your customers’ and prospects’ needs. The system analyzes the data to glean insights and generate reports about consumers – their past touchpoints, purchases, and requests, as well as their current status in the customer journey.

Customer Relationship Management 118

Customer Relationship Management Customer Relationship CRM Social Media 118

Execs In The Know

JANUARY 20, 2025

Today, they expect seamless interactions, personalized touchpoints, and human-centered service whether theyre scrolling through social media, chatting with a bot, or walking into your store. Optimize technology investments (yes, even that sleek new AI chatbot). Turn data into actionable insights that drive tangible business outcomes.

Customer Journey Map 52

Customer Journey Map Social Media Touchpoint Actionable Insights 52

Aquire

AUGUST 30, 2021

Broadly speaking, there are two types of surveys: Transactional surveys are triggered on the back of certain customer actions, so survey distribution is determined by when your customers undertake these actions. Focus on high-value touchpoints; for example, when a customer has just finished speaking to someone on your team.

Customer Survey 95

Customer Survey Net Promoter Score Actionable Insights Touchpoint 95

ClearAction

DECEMBER 26, 2022

Others insist that technology will make the needed difference. For greater success in the CX Index and in your growth, here’s my advice: The first step to shifting gears for CX Index success is to broaden your customer experience strategy beyond touchpoints. All of these approaches are insufficient.

CX 71

CX Customer Experience VOC Legal 71

1 to 1

DECEMBER 19, 2024

The customer experience (CX) landscape is constantly evolving with changing technologies, customer behaviors, challenges, and opportunities. With these technologies, associates and customers can communicate easily with each other, no matter where theyre located. This article was originally published in the Customer Strategist Journal.

CX 26

CX Contact Center Customer Experience Sentiment Analysis 26

Retently

APRIL 5, 2024

It’s an environment where shoppers feel understood and valued at every touchpoint. Retailers leverage AI technology, such as chatbots and predictive analytics, to enhance customer experiences by providing immediate assistance and personalization. What sets an exceptional retail customer experience apart? Why does this matter so much?

Retail 78

Retail Customer Experience Omnichannel Social Media 78

Execs In The Know

JULY 7, 2024

Artificial intelligence (AI) and machine learning are empowering brands to transform customer data into actionable insights, driving personalized experiences that surprise and delight at every touchpoint. Advanced AI and GenAI technologies demonstrate how automation can be a game-changer in the CX space.

CX 52

CX Artificial Intelligence Machine Learning AI 52

1 to 1

OCTOBER 14, 2024

As brands try to stay on the cutting edge of technology – and one step ahead of their competitors – the compulsion to adopt AI, and the sheer number of tools available, can be overwhelming. But embracing new technology just for technology’s sake won’t work in the long run.

AI 26

AI Contact Center CX Actionable Insights 26

ClearAction

JUNE 25, 2023

First, shared vision and coordinated actions are top success factors for sustained, urgent momentum in experience improvement. Third, Experience Management is about touchpoints, while Experience Leadership sets you up for success with widespread buy-in, collaboration, issue prevention, and lifetime value growth. Start here! I love it.

CXM 62

CXM Touchpoint Start-ups CX 62

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. The most widely used surveys to assess customer satisfaction levels are NPS , CSAT , and CES.

CX 133

CX NPS Customer Satisfaction Start-ups 133

Lumoa

FEBRUARY 14, 2024

How to Spot Gaps in Your CX Strateg y Tracking this data through CX management software gives companies the freedom to tinker with other aspects of CX, like the number of customer touchpoints or level of personalization, with measurable KPIs to judge the results. Fine-tuning your CX elements is a constant exercise.

Customer Experience 78

Customer Experience ML Social Media CX 78

Retently

NOVEMBER 27, 2024

Key Insight: Refining Operations for Long-Term Loyalty Here’s the secret sauce: refining your backend operations and customer touchpoints is just as important as your marketing efforts. By combining data with actionable insights, you can fine-tune your strategies to meet customer needs more effectively.

Sales 148

Sales Social Media Predictive Analytics Start-ups 148

MattsenKumar

SEPTEMBER 21, 2023

As companies intensify their quest to deepen customer relationships, this technology emerges as a linchpin. It transforms how the company interacts with its customers, delivers valuable insights, and improves CX. It’s the culmination of every interaction, touchpoint, and customer engagement with a brand.

CX 52

CX Non-Profits Artificial Intelligence Sentiment Analysis 52

Win the Customer

SEPTEMBER 11, 2023

At its core, CX success is about meeting and surpassing customer expectations at every touchpoint of their journey with your brand. They provide actionable insights into what’s working, what needs improvement, and where you should focus your resources.

CX 59

CX Net Promoter Score Customer Experience NPS 59