eglobalis

MARCH 30, 2025

[link] Introduction: Todays businesses face a pivotal question: can emerging technologies like AI and real-time data platforms reduce or even replace the need for traditional customer surveys in managing customer experience (CX)? Traditional utility customer satisfaction was measured by occasional surveys or public ratings.

AI 346

AI CX Sentiment Analysis Predictive Analytics 346

ECXO

JUNE 11, 2023

Create a customer persona – creating a persona will help you tailor your messaging and design to meet the needs of your target audience. A persona is an archetype of your ideal customer. You will need to analyse real-world customers to get to the actionable insight you need. How do they consume content?

B2B 390

B2B B2C Touchpoint Customer Satisfaction 390

Execs In The Know

NOVEMBER 21, 2024

At BSN Sports, these dual goals guided their AI implementation, ensuring tools like AI-powered message enhancement benefited both agents and customers. Clarity will shape success, whether your goal is enhancing customer satisfaction or empowering agents. Her advice? Define your AI North Stars before diving into implementation.

Sports 105

Sports AI CX Artificial Intelligence 105

eglobalis

OCTOBER 9, 2024

Will this new feature attract more business or improve customer retention? Will it enhance customer satisfaction and the overall experience? In one instance, after receiving feedback on improving the user experience, SAP implemented changes that benefited a wide range of clients, increasing customer satisfaction across Europe.

Customer Feedback 526

Customer Feedback Compliance Innovation B2B 526

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

ECXO

DECEMBER 25, 2024

Example Action: Send a personalized email after purchase, thanking the customer and providing helpful resources or product care instructions. Measure CX Impact on Business Metrics What to Do: Track CX metrics like NPS, Customer Satisfaction (CSAT), and Customer Effort Score (CES).

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

ECXO

JULY 26, 2023

CX pioneers boost their capabilities by investing in customer data platforms (CDPs) to give them a unified, 360-degree view of customers – across devices, channels, location, culture and time. This level of personalisation increases customer satisfaction, loyalty and advocacy = sustained growth.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

CX Accelerator

JANUARY 7, 2019

This is exciting because we communicate with our customers via text whether it’s through inbound support messages, transcribed phone calls, or voice of customer survey responses. The big challenge is parsing through the data to get actionable insight and NLP is foundational to this work.

Machine Learning 275

Machine Learning AI CX Net Promoter Score 275

ECXO

MAY 27, 2024

The focus will shift to functionality, adoption, and customer experience and its outcomes. Enhanced Data Analytics AI algorithms excel at analysing large datasets quickly and accurately, providing actionable insights previously unattainable due to the sheer volume and complexity of the data. This will mean no more wasted time.

AI 227

AI Technology Technology CX 227

Intercom, Inc.

FEBRUARY 24, 2021

That’s why we’re so excited to announce two powerful new reporting features in Intercom to help you find the signal and surface the most valuable insights: conversation topics and custom reports. Find meaningful insights fast with conversation topics. Looking for a quick overview of your support team’s performance? No problem.

ML 243

ML Machine Learning Customer Satisfaction Actionable Insights 243

Totango

FEBRUARY 12, 2025

Yet, one constant remains critical understanding customer health. For enterprises, a well-constructed customer health score isnt just a nice-to-have; its a strategic asset that empowers teams to manage complexity, sustain customer satisfaction, and scale their customer success efforts.

Actionable Insights 62

Actionable Insights Predictive Analytics AI Construction 62

SurveySensum

OCTOBER 28, 2024

These are the performance indicators that show how different areas of your business contribute to—or detract from—your customer experience. Customer Satisfaction (CSAT) Score While NPS tells you if customers will recommend you, CSAT shows you how satisfied they are with specific interactions. Let’s unravel them together!

NPS 52

NPS Customer Loyalty Actionable Insights Sentiment Analysis 52

Callminer

FEBRUARY 26, 2019

That cost alone is a compelling reason for ensuring high levels of customer satisfaction are delivered by your call center. A conservative estimate of the cost of acquiring a new customer across all the main sectors in the survey is £300 per person. Was the customer happy before a bad experience? billion per annum.

Customer Satisfaction 159

Customer Satisfaction Social Media Customer Survey Actionable Insights 159

Retently

JULY 16, 2024

Most companies focus on continuously improving their customer satisfaction, and tracking Net Promoter Score is an important step in building a culture of Customer Success. Over the years, Net Promoter Score has proven to be a key customer satisfaction metric.

Net Promoter Score 148

Net Promoter Score NPS Customer Satisfaction B2C 148

Intercom, Inc.

MARCH 16, 2021

But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need. This is costly not just for your team’s bandwidth and budget – but also for your customers’ satisfaction and overall perception of your brand. No support team should ever be an island.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

SurveySensum

OCTOBER 17, 2024

It helps you decode the true potential of customer data and open up new growth avenues. By leveraging customer feedback analytics solutions, businesses can gain insights to drive customer satisfaction and loyalty to identify areas where the team falls short. Otherwise, what is the point of gathering feedback?

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

SurveySensum

APRIL 7, 2025

Understanding Its Value for CX Professionals SurveyMonkey is a feedback management tool widely used for gathering customer feedback, offering drag-and-drop survey design and data analysis tools that yield actionable insights. The goal is to guide you through the entire customer experience management process. Wrapping Up!

Text Analytics 52

Text Analytics Actionable Insights AI NPS 52

Intercom, Inc.

DECEMBER 8, 2020

For example, you might identify patterns in your attrition rates (metric), indicating whether or not your intention to increase customer satisfaction rates for the quarter (KPI) is on track. It can also guide your hiring process if increasing headcount is required to guarantee 24/7 coverage for customers. Customer satisfaction.

Customer Satisfaction 211

Customer Satisfaction Customer Expectations Machine Learning Start-ups 211

Intercom, Inc.

FEBRUARY 12, 2020

This real interaction with our customers, whether it’s answering a short “How would I…” question or dealing with a serious complaint, is the best eye-opener for unlocking “aha” moments and actionable insights. Capturing actionable insights. Shorter wait times for customers.

Engineering 193

Engineering Education Actionable Insights Sales 193

Retently

AUGUST 18, 2024

It’s a straightforward metric that many businesses use to celebrate their customer satisfaction. Sometimes, a high NPS score can be misleading and give you a skewed view of customer satisfaction. A higher response rate makes your NPS score a more trustworthy indicator of overall customer satisfaction.

NPS 147

NPS Net Promoter Score Customer Satisfaction Customer Loyalty 147

SurveySensum

SEPTEMBER 19, 2023

With the help of well-crafted questions, product owners and app developers can gather relevant and actionable insights from their users. They can analyze this data using an efficient customer feedback platform , and take data-driven action. But first, let’s start by understanding – what are in-app surveys.

Actionable Insights 52

Actionable Insights Customer Satisfaction Touchpoint Start-ups 52

SurveySensum

JANUARY 17, 2024

These practices, along with robust customer satisfaction software are game-changers, significantly boosting response rates and yielding actionable feedback. And to help you level up your customer feedback game, this blog will discuss the 11 customer satisfaction survey design strategies!

Customer Satisfaction 52

Customer Satisfaction Text Analytics Actionable Insights Gaming 52

InteractionMetrics

MARCH 13, 2025

We provide comprehensive text analysis services that include sentiment analysis to deliver actionable insights you can use to improve the customer experience. Customer satisfaction surveys: Open-ended responses paired with sentiment analysis show why customers gave certain scores.

Sentiment Analysis 52

Sentiment Analysis Customer Experience Machine Learning Social Media 52

Retently

AUGUST 13, 2024

Yet, to really understand what makes them tick, businesses turn to customer satisfaction metrics – handy tools that capture how customers feel and what you can do to make their experience even better. Understanding these differences can shape how you track and improve customer satisfaction. When to Use CSAT?

Customer Experience 109

Customer Experience NPS Net Promoter Score Customer Satisfaction 109

Callminer

JULY 18, 2019

What do you think is the most powerful insight we can gain from topic turns? Finding actionable insights can alter agent behavior and make true business impact. But what the actionable insight actually is vary from business and department.

Machine Learning 140

Machine Learning ML Artificial Intelligence Actionable Insights 140

Retently

SEPTEMBER 3, 2024

As a leader in customer satisfaction tools, we provide businesses with the means to gather, analyze, and act on critical insights that drive loyalty and growth. Through our CX surveys and advanced feedback analytics, we enable businesses to truly understand their customers and turn that understanding into action.

B2B 153

B2B NPS Start-ups Actionable Insights 153

SurveySensum

APRIL 11, 2025

Key Driver Analysis (KDA) is a technique that helps you identify and evaluate all the factors that have the biggest impact (can be positive or negative) on your outcome variable like customer satisfaction , loyalty, or brand perception. Thus, youll know if your customers love your product but find delayed customer support frustrating.

Key Driver Analysis 52

Key Driver Analysis Text Analytics Sentiment Analysis NPS 52

SurveySensum

APRIL 28, 2025

Heres the thing – 77% of customers have a more favourable view of brands that ask for and accept customer feedback. Thats where Voice of Customer (VoC) programs come in! But what is VOC, why is it crucial, and how can you leverage it to improve customer satisfaction and business growth? Lets dive in!

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

SurveySensum

MARCH 12, 2025

They want to compare customer satisfaction on two international routes: New York – Alaska (Route 1) and New York – Uganda (Route 2). Route 2 needs focused improvements to boost overall customer satisfaction. This allows you to examine closely the relationships between variables. The takeaway?

Net Promoter Score 52

Net Promoter Score Customer Satisfaction Actionable Insights NPS 52

SurveySensum

MARCH 14, 2024

After working in the CX industry for over 10 years, this much is clear to me – customer satisfaction is THE MOST important pillarstone of your business. And the key to improving it is by understanding your customers and listening to their voices via customer satisfaction surveys. ” 2.

Customer Satisfaction 52

Customer Satisfaction Text Analytics NPS Actionable Insights 52

SurveySensum

OCTOBER 26, 2023

Paul’s online handcrafted jewelry store started seeing a decline in customer satisfaction and repeat purchases. So he started sending CSAT surveys after every purchase to his customers to learn about their shopping experience, product quality, and overall satisfaction. Why should you Measure Customer Satisfaction?

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score Social Media Customer Loyalty 52

Retently

APRIL 6, 2022

By keeping track of customer satisfaction throughout the customer journey to see when you need to address complaints and implement feedback to keep them satisfied. . One of the best ways to do that is by tracking customer satisfaction metrics. But how do you prevent situations like that from getting out of hand?

Customer Satisfaction 151

Customer Satisfaction Healthcare Retail NPS 151

SurveySensum

AUGUST 31, 2023

Let’s journey into the realm of the top 7 SaaS customer satisfaction surveys that empower you in product adoption and SaaS customer retention. Let’s journey into the realm of the top 7 SaaS customer satisfaction surveys that empower you in product adoption and SaaS customer retention.

Customer Satisfaction 52

Customer Satisfaction Close the Loop NPS Customer Retention 52

Retently

MARCH 14, 2023

In this article, we’ll compare post-purchase NPS surveys and product reviews as a measure of customer satisfaction, provide ecommerce businesses with a better understanding of the strengths and limitations of these two methods, and explore whether product reviews can be an alternative or rather complementary to NPS surveys.

NPS 136

NPS Net Promoter Score Customer Satisfaction Customer Feedback 136

Uniphore

OCTOBER 4, 2021

Key takeaways from the session: How AI drives predictive analytics and improves customer retention. Future of AI applications to enhance customer satisfaction. Extracting actionable insights from customer interactions with AI. The evolution of voice technology & conversational AI.

AI 100

AI Predictive Analytics Customer Experience Actionable Insights 100

SurveySensum

DECEMBER 18, 2024

It signifies that the company has more satisfied customers than dissatisfied ones but may not have fully tapped into its potential for customer advocacy. Launch, analyze, and extract actionable insights from your NPS program with SurveySensums NPS experts! Suggested Read: What is a Good NPS Score for SaaS ?

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 52

Fonolo

JANUARY 12, 2023

Key performance indicators like first call resolution and average handle time help managers keep track of customer satisfaction and agent performance and engagement. The magic comes from machine learning algorithms that sift through millions of data points, spotting trends and monitoring customer sentiment and agent performance.

Artificial Intelligence 138

Artificial Intelligence Contact Center Sentiment Analysis AI 138