eglobalis

JULY 31, 2024

Customer Experience Management (CXM) Software Tools like Qualtrics and Medallia as the leaders of this sector help manage and analyse customer interactions across different touchpoints. These platforms provide deep insights into customer feedback and behaviour, enabling businesses to make data-driven decisions to improve CX.

Customer Experience 434

Customer Experience Social Media Predictive Analytics AI 434

ECXO

DECEMBER 25, 2024

Whats more, the COVID-19 pandemic accelerated this shift, as companies adopted digital tools and reimagined customer touchpoints to remain relevant. 154 Actionable Steps to Use Customer Experience to Fuel Growth Using customer experience (CX) as a growth engine requires strategic planning and execution.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

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. That’s a lot to think about for now.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

eglobalis

SEPTEMBER 3, 2024

Everyone I spoke with offered different insights into these findings, suggesting numerous reasons why the platforms fall short: Perpetuating the fallacy that one number can tell a story and seeking to impress decision makers, platforms prioritise data presentation over actionable insights, to create ‘simple reporting’.

VOC 310

VOC CX Voice of the Customer Text Analytics 310

Retently

JULY 8, 2024

Actionable Insights : NPS surveys often include follow-up questions asking why customers gave a particular score. This qualitative feedback provides valuable insights into what you’re doing right and what needs improvement. Sorting through this data to find actionable insights can be challenging.

Touchpoint 78

Touchpoint NPS Net Promoter Score Actionable Insights 78

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

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

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. As a CX leader, you must ensure that every touchpoint—whether digital or physical—provides a consistent and frictionless experience.

Customer Experience 373

Customer Experience CX Innovation Artificial Intelligence 373

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

Intercom, Inc.

FEBRUARY 12, 2020

These sessions revolve around how we can best work together to ensure every customer feels cared for at every touchpoint. This real interaction with our customers, whether it’s answering a short “How would I…” question or dealing with a serious complaint, is the best eye-opener for unlocking “aha” moments and actionable insights.

Engineering 193

Engineering Education Actionable Insights Sales 193

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

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. Personalized alerts and actionable insights then enable team members to efficiently close the loop.

Text Analytics 52

Text Analytics Actionable Insights AI NPS 52

CX Accelerator

FEBRUARY 12, 2018

This valuable information is not making its way into actionable insights that need to be addressed by companies. Analyze your customer journey to re-evaluate where key touchpoints and moments of truth are. Or it can come into the company outside the formal survey process like chat or email strings, or call recordings.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

SurveySensum

APRIL 11, 2025

It Helps Enhance Customer Journey: By directly addressing the pain points and satisfaction drivers of the customers, key driver analysis gives you the opportunity to optimize touchpoints and create a good customer experience. Get a Live Demo Free Forever No Feature Limitation No Credit Card Required Sign Up For Free 2. If not, why?

Key Driver Analysis 52

Key Driver Analysis Text Analytics Sentiment Analysis NPS 52

Callminer

FEBRUARY 27, 2019

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. To make sense of your customer data, getting actionable insights is essential. Create an official ‘customer journey map’.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

SurveySensum

DECEMBER 30, 2024

CustomerGauge has been specifically built to cater to B2B and handle complex, multi-touchpoint journeys and various account sizes. Identify sentiments, complaints, and trends for actionable insights with AI-powered text analysis. From Insights to Action: Unlock the Power of Customer Feedback to Drive CX with SurveySensum!

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 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. With the help of well-crafted questions, product owners and app developers can gather relevant and actionable insights from their users.

Actionable Insights 52

Actionable Insights Customer Satisfaction Touchpoint Start-ups 52

ECXO

JULY 8, 2024

This article delves into the intricate relationship between digital product design and these two pivotal aspects, highlighting key principles, case studies, and actionable insights for technology companies striving to enhance their market presence and user satisfaction.

Touchpoint 156

Touchpoint Technology Technology VOC 156

SurveySensum

OCTOBER 17, 2024

In other words, today’s modern connected consumer interacts with a business across multiple touchpoints. It is best to focus on omnichannel feedback collection and target deeper analysis to understand customer preferences and behavior with actionable insights. Otherwise, what is the point of gathering feedback?

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

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. Today’s consumers engage with businesses through a growing number of channels, creating a complex web of customer touchpoints.

Customer Journey Map 98

Customer Journey Map Touchpoint Machine Learning Unstructured Data 98

Retently

AUGUST 13, 2024

Whether it’s a recent purchase, a support interaction, or using a new feature, CSAT captures your customers’ immediate feelings about that specific touchpoint. CSAT vs XSAT: Key Differences When it comes to understanding customer satisfaction, both CSAT and XSAT offer valuable insights, but they do so in different ways.

Customer Experience 108

Customer Experience NPS Net Promoter Score Customer Satisfaction 108

Retently

SEPTEMBER 3, 2024

From perfectly timed surveys to actionable insights, you’ll see how Retently drives our growth—and how it can do the same for you. Some of these surveys are core to our approach, actively triggered at specific touchpoints or on a recurring schedule to monitor the customer experience.

B2B 152

B2B NPS Start-ups Actionable Insights 152

SurveySensum

DECEMBER 18, 2024

Launch, analyze, and extract actionable insights from your NPS program with SurveySensums NPS experts! To improve customer tolerance level, you can: Add more customer touchpoints for assistance Enhance transparency about service issues Simplify accessibility and processes 3. Suggested Read: What is a Good NPS Score for SaaS ?

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 52

SurveySensum

FEBRUARY 13, 2025

Are you capturing feedback at all the relevant touchpoints/customer interactions handled by multiple teams? And at last, are you taking the required action? Thats why, NPS is measured at every touchpoint of marketing, sales, product, after-sales, onboarding, support, and renewal. What is the current response rate?

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

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. Now, What Are the Key Features to Look for in a Text Analytics Tool?

Text Analytics 52

Text Analytics Sentiment Analysis Social Media Machine Learning 52

Retently

JANUARY 13, 2025

Multi-Channel Support for Diverse Customer Touchpoints Customers interact with your business in many ways emails, live chat, mobile apps, social media, and more. Retently goes beyond traditional feedback collection by providing actionable insights that help businesses improve customer experiences in real-time.

Sentiment Analysis 116

Sentiment Analysis Net Promoter Score NPS Touchpoint 116

Sprinklr

JULY 22, 2021

Point solution chaos: Different point solutions for different customer touchpoints create siloed feedback, disjointed insights, and less synergy between teams. Step 2: Understand intent to create quick and actionable insights. Step 3: Take action seamlessly across your organization to delight customers.

Unstructured Data 98

Unstructured Data Social Media Artificial Intelligence Actionable Insights 98

Retently

OCTOBER 11, 2024

The challenge lies in ensuring that every touchpoint across all channels meets the high standards your customers expect. 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.

Retail 134

Retail Scorecard Sentiment Analysis Customer Service 134

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

Execs In The Know

JANUARY 29, 2023

CRS Austin will provide attendees with a variety of Pre-Conference Sessions, a Tech Forum, Workshops, impactful Keynotes and Panel Discussions, networking opportunities, and other touchpoints designed to give you the tools, understanding, and actionable insights to meet customers where they are.

CX 90

CX Hospitality Hospitality Actionable Insights 90

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. Below, we highlight how a little automation can go a long way for both your customers and your team. Track your metrics effectively with Reports.

Customer Satisfaction 211

Customer Satisfaction Customer Expectations Machine Learning Start-ups 211

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. Several of Forsta’s customers are already benefitting from Lumoa’s AI-powered tools that help uncover new, actionable insights.

VOE 78

VOE VOC Unstructured Data Artificial Intelligence 78

CX Accelerator

JULY 1, 2019

This is a great opportunity to invite customers to provide insight. List out all the touchpoints.Identify the touchpoints that become pain points for customers that experience a disability. Call to Action Thank you for allowing me (Sheri) to share my story of inclusive customer experience, or lack thereof with you.

Customer Experience 140

Customer Experience Customer Journey Map CX Education 140

PeopleMetrics

APRIL 29, 2016

Strive for Actionable Insights in the Customer Experience. What touchpoints matter most to your customer experience? Look for actionable insights and take advantage of them. Try to take action continuously and effectively. It'll take you to a free workbook centered on taking action on customer feedback.

Customer Experience 69

Customer Experience Actionable Insights Touchpoint Customer Feedback 69

Execs In The Know

APRIL 29, 2022

This makes it important to find a solution that cuts through all this complexity to provide measurable and actionable insights for CX teams. 26% of cases require 5 or more human touchpoints. It’s complicated by unnecessary steps and impeded by distractions. 10% of cases require 11 or more interactions to resolve.

CX 98

CX Actionable Insights Touchpoint Technology 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. ” This quote by noted American author H. Jackson Brown Jr.

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

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