insurance customer journey

Optimizing the Insurance Customer Journey: Increasing Customer Satisfaction in Key Touchpoints

The insurance customer journey starts with the awareness of the need for an insurance product and goes through policy purchase, making claims, and renewing the policy. Each step in this journey is a chance to make the customer happy. Optimizing this journey is very important. Happy customers are more likely to stay with the company…

Omnichannel experience

Rethinking Omnichannel Experience: When a Seamless Journey Is Not the Answer

Striving for a seamless customer journey seems like the right thing to do. After all, when a customer has several ways of interacting with your business through different touchpoints, offering a consistent experience across the board seems ideal. But that’s not always the case. Recent studies challenge this conventional thinking, showing that less integration can…

the roi of cx

Increasing the ROI of CX: Turning Positive Experiences into Brand Value

Businesses that truly focus on their customers’ needs and preferences are more likely to succeed. It seems so obvious that many executives roll their eyes at the concept of customer experience. In practice, it’s very common for people to get sidetracked by their own priorities and forget to see the world through their customers’ eyes….

customer journey analytics

How to Use Customer Journey Analytics to Drive Better Customer Experiences 

Every customer experience professional understands the importance and benefits of customer journey mapping. Despite the widespread use of customer journey maps, there’s no standard for creating them. Every CX leader must know their business context to develop suitable customer journey maps. Even so, the way customers experience the journey can be very different from the…

Text Analytics

8 Best Practices for Implementing Text Analytics in Customer Experience Management

Customer feedback is a core piece of customer experience management (CXM). The high volume of data is one of the main challenges of feedback management. It limits the benefits businesses could achieve from customer feedback insights. It is almost impossible to examine every piece of customer feedback without the right tools. Let alone generate relevant…

future of cx

The Future of Customer Experience: Key Technology Trends for 2024

Recent years have seen significant progress in AI technology, bringing important implications for the future of Customer Experience (CX). These advancements are shaping a new era in CX, transforming areas like customer service operations, feedback management, and customer satisfaction. As customer experience continues to evolve, embracing AI technology is essential for CX leaders to deliver…

hotel guest experience
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Transforming the Guest Experience: How AI is Revolutionizing Feedback Analysis in Hotels

In hospitality, customer satisfaction starts with guest feedback. Hoteliers need to continuously assess and proactively address guest expectations. In this scenario, traditional feedback tools are very limited. Artificial Intelligence (AI) is here to change this game. AI is reshaping how hotels collect, analyze, and act on guest feedback. Instead of periodic satisfaction surveys, AI technologies…