eglobalis

MARCH 30, 2025

Social media has been a game-changer here: customers often voice praise or grievances on Twitter, Facebook, or WeChat as their experience unfolds. Smart brands use social listening tools to monitor these platforms continuously, detecting spikes in positive or negative sentiment and responding on the fly.

AI 356

AI CX Sentiment Analysis Predictive Analytics 356

SurveySensum

APRIL 28, 2025

Why Does Listening to the Voice of the Customer Matter? What do your customers really think about your brand? 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!

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

Lumoa

MARCH 12, 2023

Listening to the voice of the customer sounds appealing in theory. One of the easiest (and smartest) ways to start is by implementing a customer experience platform. Actionable insights and learnings that help your business grow. Their ultimate goal is to enable you to improve the customer experience.

Customer Experience 78

Customer Experience Customer Journey Map Sentiment Analysis NPS 78

Lumoa

APRIL 28, 2024

Higher Revenue: 64 % of customers will spend more if a business resolves their issues where they already are. Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights.

Sentiment Analysis 78

Sentiment Analysis Compliance AI Social Media 78

Zendesk

OCTOBER 20, 2023

Document customer service workflows and processes A customer service workflow is a sequence of actions for a particular task from initiation to completion. Workflows often contain the following steps: Initial contact: The first interaction concerning a customer issue or request.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

Sprinklr

SEPTEMBER 9, 2021

Many modern brands recognize the importance of capturing customer feedback from social media and other digital channels, but, at the same time, their social listening strategies still fall short of their potential. The right tool will help you: Quickly grow your business with insights.

Social Listening 110

Social Listening AI Social Media CXM 110

InteractionMetrics

MARCH 20, 2025

How We Picked In order to make the cut, each piece of software on the list needed to include at least 3 out of 5 of the following features: Omnichannel listening : Beyond collecting customer feedback from surveys, the best software lets you track every interaction, from heated support calls to subtle shifts in customer behavior on your app.

CX 52

CX Social Media Contact Center Compliance 52