eglobalis

MARCH 30, 2025

The goal: a comprehensive analysis of whether these innovations can truly supplant old-school surveys, and what that means for the future of customer experience management. Social media has been a game-changer here: customers often voice praise or grievances on Twitter, Facebook, or WeChat as their experience unfolds.

AI 356

AI CX Sentiment Analysis Predictive Analytics 356

eglobalis

JULY 31, 2024

Social Media Management Tools Tools such as Hootsuite, Hubspot and Sprout Social among many players allow businesses to manage their social media presence, schedule posts, and track engagement metrics. These platforms also offer social listening capabilities to monitor customer sentiment and respond proactively.

Customer Experience 456

Customer Experience Social Media Predictive Analytics AI 456

Sprinklr

OCTOBER 7, 2021

Today’s marketing teams face a multitude of common challenges around competitive benchmarking: A lack of actionable insights. You need actionable, data-driven insights. The benefits of social listening for competitive benchmarking help your organization compare and inform: Brands’ social performance.

Social Listening 102

Social Listening CXM Unstructured Data Social Media 102

Sprinklr

JULY 22, 2021

To do this, you’ll need to capture product-level feedback from review sites, social media, and other digital channels; integrate first-party data for a 360-degree view of the customer; and unify your data to create the groundwork for AI-powered insights. Step 2: Understand intent to create quick and actionable insights.

Unstructured Data 98

Unstructured Data Social Media Artificial Intelligence Actionable Insights 98

Retently

FEBRUARY 9, 2024

It provides actionable insights to improve customer service quality and communicates to your customers that you value their opinions and are committed to providing exceptional service. Meanwhile, asking direct feedback on potential areas for improvement can provide a roadmap for innovation and refinement.

Customer Feedback 96

Customer Feedback Net Promoter Score Customer Satisfaction NPS 96

Retently

DECEMBER 10, 2024

With new players offering innovative features and established names upping their game, 2024 might be the right time to rethink your survey strategy. From sleek interfaces to powerful analytics, these alternatives are all about helping you listen to and learn from your customers. Actionable insights are just a click away.

NPS 78

NPS CRM Customer Satisfaction Sentiment Analysis 78

SurveySensum

SEPTEMBER 14, 2020

Make their jobs easy with intuitive technologies such as social listening tools, role-based dashboards, seamless workflows, and more. For example, Smartfren shifted its employees from call centers to social media when its average calls at call centers reduced by one third, and interactions on social media increased significantly.

Customer Experience 59

Customer Experience Social Media Sentiment Analysis CX Transformation 59