Lumoa

JANUARY 24, 2024

That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. In fact, a report from 2020 found 95% of senior marketing executives agreed that CX roles were essential for business growth. Careful and well-implemented text analytics can easily reveal dozens of improvement ideas.

Text Analytics 78

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 78

Callminer

AUGUST 6, 2019

Speech/text analytics. Text analytics is used to scour textual interactions (e.g., 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.

Contact Center 140

Contact Center VOC Social Media Artificial Intelligence 140

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. According to Accenture , 85% of customer interactions will be managed with AI by 2020. Both groups of technologies can be utilized to make analytics more actionable.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

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 ! Shortly afterwards, Louise implemented text analytics, enabling them to see, per customer journey stage, and customer type, how actions translate into customer experience.

CX 52

CX VOC Text Analytics Voice of the Customer 52

DMG Consulting

AUGUST 3, 2020

Sales, Marketing and Enterprise Uses of Interaction Analytics. Interaction (speech and text) analytics (IA) is a solution that sells well in both strong and weak economies. Comments This field is for validation purposes and should be left unchanged. By Donna Fluss.

Sales 72

Sales Contact Center Text Analytics Social Media 72

DMG Consulting

SEPTEMBER 26, 2018

Today’s SA solutions give enterprises much-needed first-hand access to the voice of the customer (VoC) from all voice and digital channels, including social media, to “hear” what customers are saying. DMG predicts that the contact center speech analytics market will grow by 11% in 2018, 10% in 2019, 10% in 2020, 10% in 2021, and 9% in 2022.

Contact Center 48

Contact Center Machine Learning Artificial Intelligence Text Analytics 48

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. According to Accenture , 85% of customer interactions will be managed with AI by 2020. Both groups of technologies can be utilized to make analytics more actionable.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60