eglobalis

MARCH 30, 2025

In a recent initiative, HP moved to gather continuous feedback and usage telemetry across its thousands of product models. This real-time flow of data (in multiple languages and markets) gave HP actionable insight into user experience issues with current product versions, something the slow survey cycle failed to do.

AI 334

AI CX Sentiment Analysis Predictive Analytics 334

SurveySensum

OCTOBER 17, 2024

73% of consumers across the globe expect companies to understand their unique expectations and needs — Customer Feedback Analytics is the key to it! This is where customer feedback analytics solutions come in. It helps you decode the true potential of customer data and open up new growth avenues.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

SurveySensum

APRIL 16, 2025

A Customer Relationship Management (CRM) survey is a targeted method of collecting customer feedback from the contacts stored in your CRM system. CRM surveys use existing customer data for personalized, context-driven questions. CRM Survey Questions for Customer Service Feedback Did our team resolve your issue today?

CRM 52

CRM Customer Feedback NPS Touchpoint 52

Lumoa

MARCH 31, 2021

In this article, we cover what actionable insights are, why they’re important, how to collect the information you want and some tips on taking action. What are Actionable Insights? The actionable insight would be to change the design of the survey and rephrase/change the question.

Actionable Insights 78

Actionable Insights NPS Net Promoter Score Customer Feedback 78

Retently

OCTOBER 11, 2024

This is where Quality Assurance tools come into play—they help pinpoint inconsistencies, monitor agent customer service performance, and highlight areas for improvement. Let’s explore the best Customer Service Quality Assurance tools that can elevate your customer experience to the next level.

Retail 134

Retail Scorecard Sentiment Analysis Customer Service 134

eglobalis

JULY 31, 2024

Customer Experience Management (CXM) Software Tools like Qualtrics and Medallia as the leaders of this sector help manage and analyse customer interactions across different touchpoints. These platforms provide deep insights into customer feedback and behaviour, enabling businesses to make data-driven decisions to improve CX.

Customer Experience 441

Customer Experience Social Media Predictive Analytics AI 441

ECXO

OCTOBER 7, 2024

Craft a narrative where every customer feels valued, heard, and truly understood. As the architect of experiences that go beyond the transactional, you have the ability to decode customer needs and desires, turning them into actionable insights that propel your organization forward.

Customer Experience 373

Customer Experience CX Innovation Artificial Intelligence 373

Lumoa

NOVEMBER 19, 2017

Luckily there are more and more success stories in this field as well: companies who manage to ask the right question in the right place at the right time, not to burden customers with the surveys too much and who have a consistent method for analyzing the data, extracting the insights and acting on feedback. So that being said.

Customer Feedback 114

Customer Feedback Net Promoter Score NPS Start-ups 114

SurveySensum

FEBRUARY 7, 2025

No manual exporting, no data silosjust a seamless flow of feedback ready to drive your next big decision. With robust API connections and two-way integrations, you can centralize NPS data, streamline workflows, and ensure customer feedback is at the heart of every decision. Thats possible with NPS integration.

NPS 52

NPS Customer Feedback Outlook E-commerce 52

Gainsight

JUNE 13, 2019

This guide will discuss everything you’ll need to know about proactively gathering feedback, so you can determine who your strongest customers are, where your strong and weak points are, and continually improve your overall customer experience. Customer feedback trends. When: Optimal times to collect feedback.

Customer Feedback 94

Customer Feedback NPS Actionable Insights Customer Satisfaction 94

ECXO

JULY 26, 2023

Fortunately, there are a few organizations that stand out in their utilization of this information and in incorporating customer feedback into their products and services. Improve the omnichannel experience Real-time data enables businesses to provide a seamless omnichannel experience for customers.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

Zendesk

JUNE 17, 2022

Your experience at the ice cream parlor shows why it’s not enough for businesses to just gather customer feedback—they must act on it, too. Companies that create a process for collecting, analyzing, and acting on customer feedback improve their chances of impressing buyers. What is customer feedback management?

Customer Feedback 98

Customer Feedback Social Media Net Promoter Score Customer Satisfaction 98

Zendesk

MARCH 31, 2021

Customer feedback is an important part of any business relationship. That’s why collecting customer feedback should be central to any customer experience (CX) operation. What is customer feedback? Why is customer feedback important? Types of customer feedback.

Customer Feedback 95

Customer Feedback VOC Social Media Net Promoter Score 95

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. Dive into the steps for effective questionnaire design, crucial areas for feedback, and tactics for maximizing the valuable data you collect without the fluff. Each aspect will be discussed in depth below.

Customer Feedback 93

Customer Feedback Net Promoter Score Customer Satisfaction NPS 93

Retently

MARCH 18, 2024

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. Whether through a simple “How satisfied were you with our service?”

Customer Service 120

Customer Service Net Promoter Score NPS Customer Satisfaction 120

SurveySensum

OCTOBER 29, 2024

It’s no secret that your contact center is the first line of defense with your customers – making it the most important touchpoint in the customer journey. Also, 88% of customers say that a good customer service experience is what makes them more likely to make another purchase from the brand. Well, not anymore.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience.

Text Analytics 78

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 78

Lumoa

OCTOBER 15, 2023

How often should you collect customer feedback? There is more and more discussion about this question, especially now living in an era where customer feedback is louder than ever. It’s clear that overwhelming customers with frequent, long surveys aren’t a practical strategy.

Customer Feedback 78

Customer Feedback Text Analytics Hospitality Hospitality 78

Lumoa

FEBRUARY 7, 2023

The retail and commercial bank based in the UK is processing customer feedback from a variety of channels. They have chosen Lumoa to consolidate that in a single platform and analyze what customers say in real-time. Culturally and functionally, Lumoa is an obvious and ideal long-term partner for Shawbrook Bank.”

Customer Feedback 78

Customer Feedback Retail CX Actionable Insights 78

SurveySensum

OCTOBER 28, 2024

Support Ticket Resolution Time Customers are likely to become detractors if they experience slow or inefficient customer service. Track how quickly and effectively your support team resolves issues to ensure you’re not driving down your NPS through poor service. The reduction of churn often results in an increase in NPS.

NPS 52

NPS Customer Loyalty Actionable Insights Sentiment Analysis 52

Lumoa

AUGUST 8, 2023

This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today. How would you describe your experience with us?

Customer Feedback 78

Customer Feedback VOC Net Promoter Score NPS 78

SurveySensum

MARCH 10, 2025

Businesses today handle millions of customer interactions daily, across emails, live chats, call centers, and social media. Instead, you can leverage AI-powered conversational analytics to listen, understand, and act on customer feedback in real time. Spot trends over time : Are more customers unhappy after a recent update?

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

SurveySensum

MARCH 26, 2025

Text mining is the process of the analysis and making sense of thousands of pieces of feedback, uncovering sentiments, patterns, pain points, etc, in mere minutes. From spotting customer sentiment in reviews to detecting fraud in financial reports, text mining helps businesses turn unstructured text into actionable insights.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis Actionable Insights 52

CX Accelerator

FEBRUARY 12, 2018

To be able to know and understand what customers want, companies must listen to their customers. That’s why companies are implementing some type of voice of the customer (VoC) program. This valuable information is not making its way into actionable insights that need to be addressed by companies.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

Shep Hyken

SEPTEMBER 16, 2022

She shares how companies can use Natural Language Processing in conjunction with human capabilities to enhance customer service. For example, advanced customization, abstract thinking and some types of complex problem solving cannot always be effectively performed by a machine. Has Limited Adaptation to Customer-Specific Topics.

Customer Feedback 61

Customer Feedback Artificial Intelligence Net Promoter Score Actionable Insights 61

SurveySensum

SEPTEMBER 5, 2023

By prioritizing an outstanding customer experience, you not only boost SaaS customer retention but also harness the promotional power of your satisfied users, ultimately growing your business. But what more can an exceptional SaaS customer experience bring to the table? So, make sure you deliver the best customer service.

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

Callminer

FEBRUARY 27, 2019

We gathered best practices from 25 industry experts on voice of the customer programs and here is their advice: 1. Implement the technology possible to listen to your customers in real-time. Customer perceived quality and above-average customer service have been proven time and again to be leading drivers of business success.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

Execs In The Know

OCTOBER 14, 2024

What is AI customer feedback analysis? AI customer feedback analysis uses artificial intelligence to gather, analyze, and present valuable insights from customer feedback. This feedback can come from surveys, customer conversations, support ticket data, and more.

Customer Feedback 52

Customer Feedback AI Artificial Intelligence Sentiment Analysis 52

SurveySensum

APRIL 11, 2025

Using a mix of historical data analysis, customer feedback , and industry benchmarks goes a long way here. For example, if you want to improve your CSAT , first make a list of all the possible factors that affect customer satisfaction, like pricing, product reliability, etc. Did you find a better alternative? If not, why?

Key Driver Analysis 52

Key Driver Analysis Text Analytics Sentiment Analysis NPS 52

Retently

AUGUST 5, 2024

Customers respond on a scale of 0 to 10, and based on their answers, they’re categorized as Promoters (9-10), Passives (7-8), or Detractors (0-6). Because it provides clear, actionable insights into customer satisfaction and loyalty. It offers robust reporting tools that help you dive deep into customer feedback.

NPS 101

NPS B2B Net Promoter Score Actionable Insights 101

SurveySensum

OCTOBER 21, 2024

Surveys can provide us with so much insight into what your customers want and are thinking, but they can become a liability if the questions asked are flawed. Customer feedback is hard to come by, so when you do get it, every response counts. How satisfied are you with our customer service?

Double-Barreled Question 52

Double-Barreled Question Customer Feedback Actionable Insights Start-ups 52

Execs In The Know

APRIL 10, 2024

In today’s competitive marketplace, the ability to listen to and act upon feedback is not just a nice-to-have; it’s a critical component of a brand’s success strategy. Understanding your customers’ needs, expectations, and experiences is pivotal in today’s hyper-connected world.

Customer Feedback 52

Customer Feedback Innovation Artificial Intelligence Social Media 52

InteractionMetrics

MARCH 13, 2025

You need to know what customers are actually saying so you can identify key themes, uncover root causes, and take meaningful action. We provide comprehensive text analysis services that include sentiment analysis to deliver actionable insights you can use to improve the customer experience.

Sentiment Analysis 52

Sentiment Analysis Customer Experience Machine Learning Social Media 52

SurveySensum

SEPTEMBER 30, 2024

LitmusWorld Features SurveySensum LitmusWorld Survey Creation DIY Capabilities Real-time Analytics Customization Unlimited Users Survey Logic CX Consultation Affordable Price Advanced Text Analytics Ad-hoc Research on the same platform Journey-based surveys Unlimited Touchpoints Real-time ticketing system 1.

Customer Feedback 52

Customer Feedback Social Media Touchpoint Sentiment Analysis 52

Retently

MARCH 14, 2023

In today’s fast-paced business environment, customer feedback has become an invaluable resource for brands striving to stay ahead of the curve. By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty.

NPS 135

NPS Net Promoter Score Customer Satisfaction Customer Feedback 135

SurveySensum

OCTOBER 17, 2023

And for this, they are required to understand the importance of gathering and analyzing customer feedback. This is why, in this blog, we will explore the top 15 customer feedback tools for NBFCs that you can use for your business to collect customer feedback and gauge customer loyalty and satisfaction.

Customer Feedback 52

Customer Feedback NPS Actionable Insights Sentiment Analysis 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. Lets dive in and explore.

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52