ECXO

OCTOBER 7, 2024

Innovation is your constant companion in this exhilarating journey. As a CX leader, you must ensure that every touchpoint—whether digital or physical—provides a consistent and frictionless experience. Staying ahead in CX requires a commitment to continuous improvement and innovation.

Customer Experience 373

Customer Experience CX Innovation Artificial Intelligence 373

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. In 2024 we are launching our education program.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

ECXO

APRIL 29, 2024

It’s a fascinating tale of desire, aspiration, and constant innovation. Now, let’s talk innovation. Finally, we have data analytics. With the vast amount of customer data available, businesses can delve into the world of predictive analytics and personalization. Are we going to find it?

CX 277

CX Innovation Machine Learning Technology 277

ECXO

AUGUST 21, 2024

They build strong, trust-based relationships with their customers, ensuring that each touchpoint is meaningful and contributes to customer loyalty and satisfaction. They are willing to learn from mistakes, embrace new technologies, and innovate to improve the customer experience continually. Reward innovation and experimentation.

CX 156

CX Social Media Touchpoint Predictive Analytics 156

Win the Customer

DECEMBER 13, 2023

From personalized recommendations to predictive analytics, AI has reshaped the landscape, generating both winners and losers in this evolving domain. Innovation and Product Development AI facilitates innovation by analyzing market trends, gathering consumer feedback, and predicting future demands.

AI 69

AI Artificial Intelligence Customer Experience Predictive Analytics 69

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. Predicting Trends and Driving Growth Once you’ve mastered the basics, advanced analytics can take your strategies to the next level.

Sales 148

Sales Social Media Predictive Analytics Start-ups 148

Hodusoft

NOVEMBER 24, 2021

Furthermore, advanced predictive analytics can provide insights that can assist sales-based customer service providers in identifying the best sales and retention opportunities. These metrics are transformed into meaningful feedback that can help in decision-making by call centers using data analytics tools.

Social Media 105

Social Media Artificial Intelligence Omnichannel CRM 105

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?

Retail 78

Retail Customer Experience Omnichannel Social Media 78

Beyond Philosophy

DECEMBER 23, 2015

For many companies, the brand-appropriate customer experience spans across multiple channels and touchpoints, and it can involve internal groups such as IT, sales, marketing, operations, customer support, new product or service development, and product management.

VOC 100

VOC Predictive Analytics Customer Loyalty Customer Retention 100

Hodusoft

NOVEMBER 27, 2024

Word of Mouth Marketing To understand the power of customer loyalty, every business needs to keep the words of Chip R Bell, a noted American author and consultant in customer loyalty and service innovation, in mind. This improves convenience for customers and allows businesses to respond quickly to inquiries.

Customer Loyalty 52

Customer Loyalty Contact Center E-commerce Omnichannel 52

DMG Consulting

DECEMBER 6, 2022

The demands on CX organizations are growing in most of the touchpoints – Customer interactions are increasing in volume and scaling in complexity in both digital and voice channels. Self-service will continue to grow in importance – Self-service is increasingly the channel of choice for consumers, as long as it works well.

CX 48

CX Predictive Analytics Contact Center Touchpoint 48

Gainsight

JANUARY 4, 2024

Digital innovation is constantly shaping customer relationships, and Popmenu stands out for how it’s using Gainsight Essentials for its customer engagement and growth strategies. Digital Customer Success Strategy Popmenu’s digital-first strategy, supported by Gainsight’s innovative toolset, extends beyond traditional self-service.

Predictive Analytics 52

Predictive Analytics Education Innovation Touchpoint 52

DMG Consulting

APRIL 16, 2019

These innovations have come hand in hand with megatrends that include Big Data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud. We’re at a major and exciting inflection point.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48

ClearAction

OCTOBER 25, 2018

Don’t assume that Marketing’s ownership of things like market intelligence, predictive analytics, digital, retention, loyalty and CRM qualifies this department to achieve your enterprise customer experience goals. Marketing and innovation produce results; all the rest are costs. 6 Drucker on Marketing , William Cohen.

Predictive Analytics 59

Predictive Analytics Touchpoint B2C Innovation 59

Lumoa

APRIL 28, 2024

In your CX platform dashboard, you can see how your customers behave across all touchpoints and can personalize your interactions with them based on their behavior and preferences. Qualtrics launched their generative AI XM/os2 in 2023 and announced that they are investing $500 million in AI innovation over the next four years.

Sentiment Analysis 78

Sentiment Analysis Compliance AI Social Media 78

SurveySensum

MAY 2, 2024

Data-Driven Innovation Imagine a bustling coffee chain, Bean & Grind. Brand Example: Netflix leverages data-driven insights gathered from user preferences and viewing habits to innovate its content offerings continually. Their customer surveys consistently praised the coffee quality but mentioned a lack of exciting new flavors.

Close the Loop 52

Close the Loop Customer Service Social Media Innovation 52

SurveySensum

DECEMBER 1, 2021

You will need dedicated NPS software with innovative survey distribution channels, specific analytic and reporting features to conduct successful NPS surveys. It has innovative branding and customization options. It allows you to measure NPS at any customer touchpoint via any platform or channels like SMS or email.

NPS 52

NPS Net Promoter Score Sentiment Analysis CRM 52

Retently

DECEMBER 10, 2024

With new players offering innovative features and established names upping their game, 2024 might be the right time to rethink your survey strategy. From sleek interfaces to powerful analytics, these alternatives are all about helping you listen to and learn from your customers.

NPS 78

NPS CRM Customer Satisfaction Sentiment Analysis 78

SurveySensum

NOVEMBER 23, 2023

You will need dedicated NPS software with innovative survey distribution channels, and specific analytic and reporting features to conduct successful NPS surveys. It allows you to measure NPS at any customer touchpoint via any platform or channel like SMS or email. It has innovative branding and customization options.

NPS 52

NPS Net Promoter Score Sentiment Analysis Social Media 52

SugarCRM

OCTOBER 17, 2023

Diminished Creativity : Marketing relies heavily on creativity and innovation. For instance, Predictive Analytics can help marketers identify data patterns and make predictions based on their marketing automation platform data compiled with third-party information. Generative AI is a great tool to use in this context.

AI 26

AI Predictive Analytics Legal Social Media 26

SugarCRM

MARCH 28, 2024

Such solutions are the central hub for data emerging from various touchpoints, such as email or website interactions. Predictive Analytics and Generative AI Robust CRMs today feature advanced analytics and generative AI capabilities. Data-driven innovation : Innovation is critical for manufacturers.

Manufacturing 26

Manufacturing CRM Sales Sentiment Analysis 26

SugarCRM

JULY 9, 2024

Predictive Analytics AI uses predictive analytics to anticipate customer needs and behaviors. By analyzing historical data, AI can predict future actions, such as which products a customer is likely to buy next or when they might need customer support.

AI 26

AI Predictive Analytics E-commerce CRM 26

1 to 1

JULY 29, 2022

Every time customers interact with a customer service representative, do a keyword search, click through a brand’s website, or engage other touchpoints, they’re giving hints about their interests and intentions. The value of transparency Numerous industries benefit from insights into customer intent and preferences.

Manufacturing 29

Manufacturing Artificial Intelligence Contact Center Retail 29

SugarCRM

AUGUST 19, 2019

Companies where there’s an established culture of innovation or newcomers with a more modern mindset are going to find it easier to adopt new ways of working than established businesses with a longstanding legacy to navigate. Of course, some businesses adapt faster than others. How easy was it to place an order? Was it trackable?

Manufacturing 20

Manufacturing Sales CRM Predictive Analytics 20

Qualtrics

FEBRUARY 26, 2019

Dun & Bradstreet has long been a top player providing commercial data, analytics, and insights for businesses. As the purveyor of all things data, they know how to incorporate insights and analysis in innovative ways to drive customer loyalty. That’s the behavioral aspect of analytics. I love that.

Non-Profits 37

Non-Profits Customer Experience B2C B2B 37

SurveySensum

NOVEMBER 26, 2024

While Qualtrics is noted for its predictive analytics and advanced surveys, Medallia is known for its real-time feedback management. Medallia : Medallia comes with deep analytics and robust reporting, especially for customer experience trends. With its innovative and AI-driven capabilities.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Machine Learning AI 52