CX Accelerator

JANUARY 7, 2019

That being said, I thought it might be helpful to share what I understand thus far about a couple concepts that are often mentioned in the CX technology space. It’s OK if they don’t but chances are you’ve heard a well-meaning salesperson try to sell you on the latest greatest CX tool and they’ve dropped these terms like they’re hot.

Machine Learning 275

Machine Learning AI CX Net Promoter Score 275

ECXO

DECEMBER 4, 2024

It’s important to note that these KPIs serve as indicators of customer success and provide actionable insights for companies to improve their strategies and offerings. This score helps assess overall customer sentiment and identify promoters, passives, and detractors.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

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

SurveySensum

APRIL 14, 2023

What is the Net Promoter Score? Net Promoter Score (NPS) is a business metric that measures customer loyalty. It’s an indicator of your brand’s overall success and has a direct relationship with Customer Experience (CX). And that’s what we are focusing on here today.

Net Promoter Score 52

Net Promoter Score NPS Customer Loyalty Close the Loop 52

PeopleMetrics

JUNE 26, 2019

The CX space has seen significant movement over the last few years – between multibillion-dollar acquisitions, advancement in AI, and continuously evolving core software, the industry is experiencing a renaissance. and “Are our CX strategies truly aligned with the experience of our end customers?”. Looking for ways to humanize your CX?

CX 115

CX Net Promoter Score Artificial Intelligence CEM 115

Retently

MARCH 14, 2023

Product reviews and Net Promoter Score (NPS) surveys are commonly used to measure customer experience and collect zero-party data. Understanding these differences and how they complement each other can help brands achieve a broader CX perspective. That’s where Net Promoter Score comes in as a complementary tool.

NPS 136

NPS Net Promoter Score Customer Satisfaction Customer Feedback 136

Zendesk

OCTOBER 11, 2021

To maintain their competitive advantage, CX leaders have been using customer service quality assurance reviews to uncover product, process, and market insights. The first thing we did was to look at the traditional indicator currently favored by CX teams—CSAT. Similar in format to a CSAT survey, Net Promoter Score?

Scorecard 98

Scorecard Net Promoter Score CX Customer Satisfaction 98

Lumoa

APRIL 24, 2018

In doubts, I wanted to reach out to the thought leaders and influencers to know what they think of NPS, or rather, according to the best traditions of NPS, if they would recommend NPS to a fellow CX colleague. How likely are you to recommend Net Promoter System to your CX colleagues? (on Why did you give that score?

NPS 126

NPS CX Net Promoter Score Close the Loop 126

SurveySensum

FEBRUARY 6, 2025

Qualtrics and QuestionPro are both popular CX tools in the current market. Are they helping you meet your CX goals? Qualtrics, QuestionPro, and SurveySensum The Introduction Qualtrics and QuestionPro are both popular CX tools and are well-known in the CX industry. But are they living up to your expectations?

CX 52

CX Sentiment Analysis Text Analytics AI 52

Retently

AUGUST 3, 2023

That’s because the price margins between competitive brands have narrowed , services have become standardized and migration costs have been minimized, leaving out just one key differentiator – customer experience (CX). Great customer experiences (CX) also help reduce marketing costs, improve user engagement and organizational efficiency.

Net Promoter Score 146

Net Promoter Score Customer Experience Social Media NPS 146

Retently

AUGUST 18, 2024

High NPS scores can definitely feel like a big win. After all, Net Promoter Score is a popular way to gauge how happy your customers are and how likely they are to recommend your business to others. Measuring NPS should be just a part of your overall CX strategy, not the sole focus.

NPS 147

NPS Net Promoter Score Customer Satisfaction Customer Loyalty 147

SurveySensum

DECEMBER 4, 2024

This is where Net Promoter Score comes into play. This CX metric has the ability to gauge customer loyalty and predict business growth. And generally, a negative score indicates poor performance because of more detractors. Proactive engagement: Data analytics offers banks a deeper insight into their customers.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

Retently

AUGUST 5, 2024

Let’s dive in and understand why NPS (Net Promoter Score) is such a big deal and how the right software can make all the difference. 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). Top Pick for B2B SMBs 1.

NPS 101

NPS B2B Net Promoter Score Actionable Insights 101

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. It is known for taking relevant action on the feedback that actually drives revenue. Wrapping Up!

Text Analytics 52

Text Analytics Actionable Insights AI NPS 52

SurveySensum

DECEMBER 30, 2024

If youre looking for advanced features, greater scalability, or a platform that aligns better with your unique customer needs and long-term CX goals, there are alternatives to CustomerGauge that may better suit your specific customer needs and long-term CX goals. Their CX experts have your back, guiding you from start to finish.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Retently

SEPTEMBER 6, 2018

One of the biggest advantages of Net Promoter Score © is its versatility. In this guide, we’ll look at the key differences between relationship and transactional NPS ( tNPS ) to help you understand how each survey method can enable business growth, increase retention and generate more actionable insights from your customers.

NPS 67

NPS Net Promoter Score Actionable Insights Sentiment Analysis 67

SurveySensum

MARCH 12, 2025

Contingency table analysis enables you to systematically compare these variables side-by-side, revealing nuanced patterns and correlations that lead to deeper, actionable insights. Faster and More Actionable Insights Simplicity and organization delivered by the cross-tab table let one quickly compare variables.

Net Promoter Score 52

Net Promoter Score Customer Satisfaction Actionable Insights NPS 52

Retently

MAY 2, 2023

While they measure customer experience at different stages in the customer lifecycle, all three equip SaaS companies with actionable insights that can help enhance the product, reduce churn and drive growth. Join us as we delve into the power of CX surveys and how they can transform your SaaS business.

CX 135

CX NPS Customer Satisfaction Start-ups 135

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 order is based on how comprehensive their survey services are, whether they specialize in CX surveys and their online reviews.

Customer Satisfaction 52

Customer Satisfaction Social Media Mystery Shopping Net Promoter Score 52

Zendesk

JANUARY 30, 2023

This metric—customer sentiment—can be captured and analyzed in a host of ways, from traditional tools such as CSAT and Net Promoter Score (NPS)® to AI-driven programs that parse large amounts of consumer language to identify tone and intent. This too can be a productive way to sort data into actionable insights.

Sentiment Analysis 98

Sentiment Analysis Net Promoter Score Social Media Actionable Insights 98

SurveySensum

JANUARY 20, 2025

Thats where sentiment analysis comes in – turning raw feedback into actionable insights. However, the sheer volume and complexity of feedback often make it challenging to derive actionable insights. So, is it worth the investment? Lets dive in and explore. What is Sentiment Analysis?

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

SurveySensum

MARCH 19, 2025

Are you struggling to decide between Qualtrics and Microsoft Forms for your CX improvements? Let’s explore each tool and see how they differ to determine which best aligns with your CX goals and needs. This comparison will help you make an informed decision. Let’s begin with Qualtrics.

Text Analytics 52

Text Analytics Social Media Actionable Insights AI 52

SurveySensum

APRIL 28, 2025

Different methods provide different insights. A well-rounded VoC program leverages multiple channels, including: Direct Feedback Surveys (Net Promoter Score, Customer Satisfaction Score, etc.) Analyze the Data: Turn Feedback into Actionable Insights Data without analysis is just noise.

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

SurveySensum

OCTOBER 29, 2024

So, let’s discover how contact center analytics can help you gain actionable insights about this touchpoint and your overall business and optimize your operations. With the help of advanced analytics in the customer service process, you can optimize and streamline your activities and improve your customer experience.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

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. Dive into this blog to explore 11 actionable insights and uncover the full potential.

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

Retently

AUGUST 12, 2024

That’s where NPS (Net Promoter Score) comes in. If you operate in the ecommerce or retail space, look for a user-friendly interface and real-time feedback capabilities – perfect for businesses needing quick, actionable insights. CX platforms must efficiently manage increased feedback during these times.

NPS 79

NPS Retail Net Promoter Score Touchpoint 79

Retently

JANUARY 13, 2025

When it comes to understanding customer satisfaction, CES is part of a powerful CX trio that includes Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT). Retently goes beyond traditional feedback collection by providing actionable insights that help businesses improve customer experiences in real-time.

Sentiment Analysis 117

Sentiment Analysis Net Promoter Score NPS Touchpoint 117

Win the Customer

SEPTEMBER 11, 2023

Delivering an exceptional customer experience (CX) isn’t just a nice-to-have—it’s a strategic imperative. However, in order to truly understand and improve the CX you’re offering, you need to measure it. This is where CX metrics for success come into play. Essential CX Metrics for Success 1.

CX 59

CX Net Promoter Score Customer Experience NPS 59

SurveySensum

MARCH 10, 2025

Reporting and Actionable Insights Data means nothing without actionable insights. Reporting and Actionable Insights Data means nothing without actionable insights. Spot trends over time : Are more customers unhappy after a recent update?

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

SurveySensum

JANUARY 16, 2025

In this comparison, well break down the strengths, weaknesses, and standout features of both tools to help you identify the one that fits your requirements, enhances your CX strategy , and stays within your budget. It is ideal for a business to create online surveys effectively and generate strategic analytics and insights.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Lumoa

FEBRUARY 28, 2023

The most common method companies use to collect feedback at scale are surveys, including: Customer Satisfaction surveys ( CSAT ) Net Promoter Score surveys ( NPS ) Customer Effort Score surveys ( CES ) Deploying surveys is a foundational part of gathering customer feedback. It helps you prioritize.

Customer Feedback 78

Customer Feedback Close the Loop Net Promoter Score Actionable Insights 78

SurveySensum

OCTOBER 28, 2024

NPS is a legend in the world of CX KPIs. Customer Service: Actionable Insights for Resolution Efficiency If you use NPS as a case resolution KPI, you can track how many detractors are turned into promoters after communicating with customer support. Let Customer Feedback Lead Your Product Development with SurveySensum.

NPS 52

NPS Customer Loyalty Actionable Insights Sentiment Analysis 52

Customer Service Life

MARCH 15, 2019

This article first appeared on CX Accelerator on January 7, 2019. That being said, I thought it might be helpful to share what I understand thus far about a couple concepts that are often mentioned in the CX technology space. The big challenge is parsing through the data to get actionable insight and NLP is foundational to this work.

AI 64

AI Machine Learning CX Net Promoter Score 64

SurveySensum

DECEMBER 2, 2024

Unlike typical Confirmit alternative tools, SurveySensum offers free CX consultation and implementation support. These CX consultants help you with everything, from designing effective surveys to figuring out what the results mean and how to use them to improve your business. For specific pricing details, please reach out directly.

Sentiment Analysis 52

Sentiment Analysis Start-ups AI Customer Feedback 52

Retently

AUGUST 13, 2024

If you need quick, actionable insights about a specific interaction, CSAT is your go-to metric. Integration with Other CX Metrics While CSAT and XSAT are valuable on their own, they can be even more actionable when integrated with other customer feedback tools like NPS (Net Promoter Score) or CES (Customer Effort Score).

Customer Experience 109

Customer Experience NPS Net Promoter Score Customer Satisfaction 109

InteractionMetrics

MAY 16, 2024

” This observation ignited the auto industry and applies to the customer experience (CX) industry today. While market research examines everything from political polling to product price points, CX research firms focus on customer, employee, and company relationships. Where Do Net Promoter Surveys Fit In?

Net Promoter Score 52

Net Promoter Score Customer Experience Mystery Shopping NPS 52

Execs In The Know

AUGUST 12, 2024

Keeping up with current technological advancements in the ever-evolving world of CX is both a challenge and a necessity. Tracking sentiment varies by company, but the overall concept of monitoring sentiment scores remains consistent in the BPO world. Contact us for personalized solutions to your unique business challenges.

Sentiment Analysis 52

Sentiment Analysis CX AI Machine Learning 52