SurveySensum

APRIL 28, 2025

Businesses rarely have the opportunity to meet and greet customers to deliver personalized customer support. By listening to the Voice of the Customer, you can make data-driven decisions that directly improve customer experience. Here are some more benefits of listening to the voice of the customer.

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

Lumoa

OCTOBER 31, 2021

The Lumoa platform has been integrated into Forsta’s world-class experience platform to provide advanced AI-driven analytics to customers seeking to quickly identify the trends and insights that matter the most. Both solutions also support more than 60 international languages.

VOE 78

VOE VOC Unstructured Data Artificial Intelligence 78

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

SurveySensum

DECEMBER 24, 2024

SurveyMonkey is a widely-used customer feedback tool that offers drag-and-drop functionality to design surveys and analyze data for actionable insights. However, it falls short in key areas like advanced capabilities and customization, which might limit your CX operations. So, what exactly are these limitations?

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

SurveySensum

APRIL 11, 2025

Theres No Room For Guesswork: Its easy to believe that you provide exceptional services when theres no data to prove otherwise. According to Bain & Company, 80% of management teams think they offer quality customer experience, when in reality, only 8% of their customers are satisfied. If yes, what made you switch?

Key Driver Analysis 52

Key Driver Analysis Text Analytics Sentiment Analysis NPS 52

SurveySensum

JANUARY 20, 2025

With the right tools and techniques, analyzing your survey data can reveal not just what your customers are saying, but how they truly feel about your products, services, and brand as a whole. Thats where sentiment analysis comes in – turning raw feedback into actionable insights. So, is it worth the investment?

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

Sprinklr

OCTOBER 7, 2021

Competitive benchmarking can give your organization the edge to capture additional market share, increase customer retention and engagement, and provide an excellent customer experience (CX). Today’s marketing teams face a multitude of common challenges around competitive benchmarking: A lack of actionable insights.

Social Listening 102

Social Listening CXM Unstructured Data Social Media 102

InteractionMetrics

DECEMBER 10, 2024

But analyzing the results of your open ended survey questions requires you to synthesize all of that unstructured information into a coherent form. With so many responses, its nearly impossible to process and glean actionable insights. This makes it easy to overlook subtle patterns and emerging themes in the data.

AI 52

AI Sentiment Analysis Actionable Insights Unstructured Data 52

Lumoa

FEBRUARY 16, 2023

A voice of the customer (VoC) is the process of gathering customer feedback to discover what they need, want, and expect from you. The goal is to better understand your customers, earn their trust, and improve customer experience. Thanks to the Internet, customer feedback has never been so accessible.

VOC 88

VOC Unstructured Data Customer Feedback Voice of the Customer 88

SurveySensum

SEPTEMBER 11, 2024

The future of customer experience is no longer being driven just by who is making a better product but also by who will create a better and more memorable experience. The future now stands on four pillars – data, AI, personalization, and convenience. Now how to resolve these issues?

Predictive Analytics 52

Predictive Analytics AI Customer Experience Text Analytics 52

SurveySensum

MARCH 3, 2025

One of the major applications of text analytics is to shift through thousands of reviews and conversations on social media to extract relevant information and recurring pain points, enabling brands to take action in real-time and boost their customer experience and engagement digitally.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis AI 52

Execs In The Know

MARCH 4, 2022

Enter customer journey analytics: a solution that eliminates data silos and combines otherwise segmented data to empower marketers to improve the customer experience throughout the entire customer journey, from end to end. Definition of Customer Journey Analytics.

Customer Journey Map 98

Customer Journey Map Touchpoint Machine Learning Unstructured Data 98

SurveySensum

SEPTEMBER 5, 2024

Did you know that banks that practice customer experience optimization grow 3.2 This shift in customer experience – from being “just enough” to “wowing customers” has taken the CX industry by storm and banking and financial services are not indifferent to it. times faster than their competitors?

Close the Loop 52

Close the Loop Customer Experience Omnichannel Machine Learning 52

SurveySensum

APRIL 12, 2022

There are multiple customer experience platforms out there. You can create feedback surveys, monitor the responses, design workflows, and assess the quality of the customer experience. All of this will get you detailed insights and help you create action plans to resolve any possible issues to close the loop quickly. .

Text Analytics 59

Text Analytics Close the Loop Unstructured Data Actionable Insights 59

SurveySensum

OCTOBER 4, 2024

This system organizes data into actionable insights, allowing businesses to respond promptly, track patterns, and make informed decisions to improve product and service and overall business performance. This enables businesses to gain a comprehensive overview of customer experience.

Unstructured Data 52

Unstructured Data Social Media Omnichannel Close the Loop 52

InteractionMetrics

APRIL 17, 2025

Qualtrics is the industry standard for customer experience surveys. Meanwhile, the customer experience software space is vast and there are competitors that offer simpler reporting tools, comparable (or better) design, and stronger value. Its designed for action, not research-heavy programs. But for most companies?

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.” When it comes to verbatims, the root of the problem is that in the same way customer experiences are varied and complex, comments are messy and unpredictable.

Unstructured Data 52

Unstructured Data Text Analytics Net Promoter Score AI 52

SurveySensum

MARCH 3, 2022

Studies state that companies still find it difficult to stand out in the competition based on the customer experience they provide. As per Gartner Group, 89% of the companies still compete to stay on top in the minds of customers. . VOC tools help you listen and comprehend the customer expectations, opinions, and feedback.

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

Sprinklr

OCTOBER 20, 2021

Or, maybe, it’s about engaging with your customers with the right message, on the right channel, at the right time? Social media is now ubiquitous to the customer experience. Your unified social suites strategy should: Capture actionable consumer insights. Streamline customer engagement.

Social Media 85

Social Media CXM Unstructured Data Social Listening 85

InteractionMetrics

MAY 28, 2019

Here’s my shot at a definition: Customer Listening is a research-driven discipline that requires an open, curious, and scientific state of mind. It seeks concrete insights to improve the customer experience and it explores customer successes, friction points, and missed opportunities. Now, on to the 5 standards….

Mystery Shopping 40

Mystery Shopping Double-Barreled Question Unstructured Data Non-Profits 40

SurveySensum

NOVEMBER 26, 2024

What is Medallia – Platform Overview Medallia is an experience management platform that uses experience data points called signals to help drive growth. This AI-enabled experience management solution helps you identify top customer sentiments from unstructured data with its text analysis and gives you actionable insights.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Machine Learning AI 52

SurveySensum

JANUARY 13, 2025

When you leverage this unified strategy to capture the full journey and turn fragmented insights into revenue-driving actions, you deliver personalized, friction-free experiences that make customers return for more. At the store, theyre asked for feedback on their pickup experience.

Omnichannel 52

Omnichannel Social Media Sentiment Analysis Touchpoint 52

Confirmit

MAY 29, 2018

Voice of the Customer programs aim to gather and analyze customer insights, and enable you to take action in order to improve customer experience (CX) and deliver positive business outcomes to your organization. Why Does Voice of the Customer Matter? How Do You Build a Voice of the Customer Program?

Voice of the Customer 40

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

PeopleMetrics

APRIL 22, 2025

From NPS to VoC, AI has transformed how we look at and act on customer experience. Listen or Die with AI: The AI Perspective Introduction Lesson #1 Revisited: Is AI Making Us More Customer-Centric? AI is reshaping the way we analyze feedback, allowing for faster and deeper insights. Check out the complete series below!

AI 62

AI VOC Text Analytics NPS 62