eglobalis

MARCH 30, 2025

This article examines in detail how businesses in both B2B and B2C contexts are leveraging AI, sentiment analysis, voice-of-customer (VoC) platforms, predictive analytics, and streaming data to capture customer insights in the moment. Many businesses have grown frustrated with this one-size-fits-all metric.

AI 346

AI CX Sentiment Analysis Predictive Analytics 346

SurveySensum

FEBRUARY 17, 2025

In simple terms, text analytics tools leverage machine learning, NLP, and other AI capabilities to break down unstructured data from customer feedback, online reviews, customer support chat, etc. This helps extract meaningful insights from the feedback by identifying recurring patterns, themes, and sentiments.

Text Analytics 52

Text Analytics Sentiment Analysis Social Media Machine Learning 52

ClientSuccess

MAY 25, 2023

Engagement Insights The new Engagement Insights feature streamlines the customer engagement process by automatically summarizing customer success managers’ meeting and call notes, identifying crucial next steps, and discerning customer sentiment.

Net Promoter Score 81

Net Promoter Score AI Unstructured Data NPS 81

InteractionMetrics

JANUARY 31, 2025

Finding the right customer satisfaction survey company can make or break your ability to measure customer satisfaction and gain actionable insights. The best firms do more than simply collect customer feedbackthey help you interpret data, identify pain points, and enhance customer satisfaction.

Customer Satisfaction 52

Customer Satisfaction Social Media Mystery Shopping Net Promoter Score 52

InteractionMetrics

APRIL 17, 2025

Medallia Medallia’s CX management software is a strong Qualtrics alternative for large companies that want real-time feedback and AI-powered insights. Its built to collect and analyze data from multiple channelsemail, social, mobile appsand turn that into clear, actionable insights. vs. Qualtrics 8.7).

E-commerce 40

E-commerce Hospitality Hospitality Sentiment Analysis 40

InteractionMetrics

JUNE 19, 2020

Colvin cites Marc Stein, Senior VP at Dell Technologies, who says, “The real gem and actionable insights (from the Net Promoter question) come from the verbatim transcripts.” While unstructured data like this may appear to defy quantification, that’s not actually the case. Or, ‘Why did you give that score?’.

Unstructured Data 52

Unstructured Data Text Analytics Net Promoter Score AI 52

Confirmit

MAY 29, 2018

Analyze: Perform advanced analysis of the feedback, including structured and unstructured data, so you can improve business results and create a clear view of issues you need to address. Design tailored reporting to provide actionable insight at every level of the business, from customer service managers to the CEO.

Voice of the Customer 40

Voice of the Customer VOC Customer Journey Map Net Promoter Score 40