Clarabridge: Actionable Insights from Every Customer Interaction

As consumer expectations for customer service increase, companies must take action to ensure their customer experience remains commensurate. 90% of Americans consider customer service when deciding whether to do business with a company. American Express It can be difficult to deliver on this objective as the sheer volume of available feedback can be overwhelming, causing Customer Experience (CX) teams to lose sight of the insights and implications associated with each customer interaction. With increasing frequency,

How To Use Customer Journey Analytics To Optimize Your Demand Generation Marketing Efforts

To optimize your demand generation marketing efforts successfully, you need visibility into every step of your customers’ journeys and the means to track and analyze their data to understand what motivates them now and in the future. How do you do that? Fortunately, customer journey analytics provides valuable insights into your visitors’ behavioral patterns and preferences throughout their entire customer journey. These insights allow you to create enhanced customer experiences that motivate visitors to reach

UserTesting: On-Demand Human Insights to Improve the Customer Experience

Modern marketing is all about the customer. In order to succeed in a customer-centric market, companies must focus on the experience; they must empathize with and listen to customer feedback to continually improve the experiences they create and deliver. Companies that embrace human insights and get qualitative feedback from their customers (and not just survey data) are able to better relate to and connect with their buyers and customers in more meaningful ways. Collecting human

Why Direct to Consumer Brands are Beginning to Build Brick and Mortar Stores

The best way for brands to offer attractive deals to consumers is cutting out the intermediaries. The less are the go-betweens, the less is the purchasing cost for the consumers. There is no better solution to do this than connecting with the buyers through the internet. With 2.53 billion smartphones users and millions of personal computers, and 12-24 million eCommerce stores, shoppers no longer depend on physical retail stores for shopping. In fact, the digital

InMoment Study Reveals 6 Unexpected Keys to Personalization

Marketers associate personalized experiences with well-targeted advertising while consumers associate their customer experience (CX) with support and purchases. In fact, 45% of consumers prioritize having a personalized experience for support interactions over those dealing with marketing or purchase process personalization. The gap has been identified and fully documented in a new international study from InMoment, The Power of Emotion and Personalization: How Brands Can Understand and Meet Consumer Expectations. In every country surveyed, brands and