Callminer

AUGUST 6, 2019

Finding the right VoC platform is crucial if you want to successfully improve your service. One of the biggest failures with VoC campaigns today is not making changes once feedback has been collected. The best VoC technology should also be able to integrate seamlessly. Analytics are the Competitive Advantage.

Contact Center 140

Contact Center VOC Social Media Artificial Intelligence 140

SurveySensum

MAY 27, 2022

Most companies crave for higher NPS score as it is considered to be one of the most-looked after business metrics out there. Does the NPS score actually provide value? There are many similar questions discussed and debated over the years since NPS was founded. . Does NPS score have any value: Analyzing Expert Opinions.

NPS 52

NPS Net Promoter Score VOC Social Media 52

Retently

AUGUST 9, 2018

If that’s making you feel concerned about your own retention levels, you should start collecting, analyzing, and acting on Voice of the Customer (VoC) data. VoC or Voice of the Customer is a term used in business to refer to data about clients’ preferences, aversions, and expectations. VoC Data Can Improve Marketing Campaigns.

Voice of the Customer 90

Voice of the Customer Customer Feedback CEM Net Promoter Score 90

Doing CX Right

SEPTEMBER 5, 2020

Voice of the Customer, commonly referred to as VOC, can be YOUR company game-changer WHEN DONE RIGHT! I speak a lot on podcasts about VOC and the art and science of getting feedback from customers to inform business decisions, and employees (VOE) too. Voice of the Customer (VOC) . Surveying During Coronavirus.

VOC 52

VOC VOE Voice of the Customer Close the Loop 52

Lumoa

MARCH 20, 2018

According to Accenture , 85% of customer interactions will be managed with AI by 2020. Why is NPS ® going up or down? Check this out: The ultimate guide to CSAT by Hubspot, How to choose a customer experience metric , Comparison of CSAT vs. NPS , Detailed difference between CSAT and NPS. Wondering which metric to choose?

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Lumoa

JANUARY 24, 2024

Customer satisfaction drives key metrics like your Net Promoter Score (NPS). In fact, a report from 2020 found 95% of senior marketing executives agreed that CX roles were essential for business growth. Metric-Driven Improvement : Regularly measure and track key metrics like Net Promoter Score (NPS) and Customer Satisfaction (CSAT).

Text Analytics 78

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 78

Confirmit

NOVEMBER 15, 2020

And we are enormously proud to see Louise Durnin of Cromwell among the few winners commended 2020 CX Leader of the Year ! Since its launch, Louise’s initiatives led to: Dramatic improvements in NPS, CES and CSAT. Cromwell were also named a 2020 Confirmit ACE Award winner in the Voice of the Customer and B2B categories.

CX 52

CX VOC Text Analytics Voice of the Customer 52

Lumoa

AUGUST 5, 2022

While the 2020 recession is the shortest on record, there is no doubt that inflation has become a major concern for consumers across all industries, including retail. Price Hike-NPS Correlation. This, in turn, produces a positive, measurable shift in NPS, CSAT, and other metrics used to measure customer satisfaction.

Retail 78

Retail VOC Customer Feedback NPS 78

Lumoa

MARCH 20, 2018

According to Accenture , 85% of customer interactions will be managed with AI by 2020. Why is NPS ® going up or down? Check this out: The ultimate guide to CSAT by Hubspot, How to choose a customer experience metric , Comparison of CSAT vs. NPS , Detailed difference between CSAT and NPS. Wondering which metric to choose?

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

Qualtrics

AUGUST 20, 2021

The disruption of 2020 caused new behaviors, new purchase drivers, and new consumer expectations. When I’m talking to internal clients and they say, for example, ‘Our NPS went down 20 points!’ As far as what we see across our clients for relationship programs, an annual CSAT NPS-type survey, 20-30% B2B response is average.

B2B 26

B2B CX NPS Hospitality 26

SurveySensum

DECEMBER 9, 2022

And not just that, WhatsApp has added over 1 billion new years in the last 4 years (2016-2020). You can deploy and redeploy the NPS, CES, CSAT , market research, or any kind of survey and gather quick responses. And more than 100 billion messages are sent over WhatsApp every day.” – Backlinko. . Yes, we all know WhatsApp is popular.

Start-ups 52

Start-ups NPS Business Management VOC 52

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. “If 2020 has taught us anything, it’s that people need human connection and clear communication. Contact Center Trends 2020. Read the Full Industry Report Here: Contact Center Trends 2021.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

InteractionMetrics

MARCH 20, 2025

At its core, Medallia focuses on real-time insights that reveal overarching sentiment and pinpoint specific touchpoints influencing NPS, CSAT, or loyalty. This reduces the need for manual analysis by 60% and in some cases, can boost NPS scores by 10+ points in as little as 6 months.

CX 52

CX Social Media Contact Center Compliance 52