Callminer

JULY 15, 2019

Join Vice President of AI Rick Britt and Senior Data Scientist Yang Liu as they break down the myth from reality on AI’s popularity and how you can turn the data captured in your call center into actionable insights. Text and Speech Analytics are Not Created Equal. Leveraging Machine Learning in Conversational Analytics.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

SurveySensum

DECEMBER 24, 2024

SurveyMonkey is a widely-used customer feedback tool that offers drag-and-drop functionality to design surveys and analyze data for actionable insights. However, it falls short in key areas like advanced capabilities and customization, which might limit your CX operations. So, what exactly are these limitations?

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

Lumoa

FEBRUARY 16, 2023

A voice of the customer (VoC) is the process of gathering customer feedback to discover what they need, want, and expect from you. The goal is to better understand your customers, earn their trust, and improve customer experience. Without customers, there is no business. Now, what do you do with the data?

VOC 88

VOC Unstructured Data Customer Feedback Voice of the Customer 88

InteractionMetrics

APRIL 12, 2016

First, many executives don’t know there are research methods for systematically and efficiently unpacking customer comments. Certainly, executives know that they could read comments or apply software-based text analytics—but what’s really needed to unpack meaning is intelligent text analysis. Not at all.

Text Analytics 45

Text Analytics Non-Profits Customer Survey Actionable Insights 45

Beyond Philosophy

MAY 12, 2022

I invited her to the podcast to continue our discussion and wanted to share some of that insight here. . It Starts with Customer Science. Customer Science is where customer strategy is headed. The voice of the customer in the new world of Customer Science is going to become vital to your customer strategy.

Contact Center 78

Contact Center Sentiment Analysis AI Text Analytics 78

Confirmit

JULY 15, 2019

Richer Insights. There is more to insight that just collecting data. collect and connect data to generate actionable insight. Use advanced techniques, such as text analytics and emotion recognition to really understand what your audience is thinking. Better understanding of the market and their customers.

Technology 40

Technology Technology Text Analytics Actionable Insights 40

SurveySensum

NOVEMBER 27, 2023

With this, you’ll not only transform a myriad of comments, ratings, and suggestions into actionable insights but also know how to prioritize improvements based on diverse user perspectives. Second, use tools like Text Analytics to spot feedback that’s too positive or negative. This gives a more honest picture.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Actionable Insights 52

SurveySensum

JULY 2, 2023

This includes gathering customer feedback for analysis and actionable insights. Key Features Its text analytics features automatically tag and segment customers based on their feedback. Users can customize both the survey questions and design. The surveys are customizable.

Customer Satisfaction 52

Customer Satisfaction Social Media Text Analytics Actionable Insights 52

Lumoa

AUGUST 8, 2023

So it’s important to listen closely and understand what customers want from brands – that’s where the voice of the customer comes in. Just as a chef transforms raw ingredients into a gourmet meal, proper survey analysis can transform raw data into actionable insights that drive business growth.

Customer Feedback 78

Customer Feedback VOC Net Promoter Score NPS 78

Lumoa

APRIL 28, 2024

Customer service representatives can use Medallia to hear and respond to customer feedback, report the action taken, and whether or not the issue has been resolved. Its omnichannel text analytics feature comes with Natural Language Processing and is supported by AI (more about this in the next segment).

Sentiment Analysis 78

Sentiment Analysis Compliance AI Social Media 78

SurveySensum

FEBRUARY 1, 2024

So, it’s super important to listen to the voice of the customer. When customers give direct and honest feedback, it helps a lot in making products better. Providing easy access to share feedback across multiple channels allows businesses to collect actionable insights from customers.

Customer Feedback 52

Customer Feedback Innovation Social Media Start-ups 52

SurveySensum

MARCH 1, 2024

Focusing Just on the Score, Neglecting Feedback: Yes, the businesses that prioritize customer feedback have 1.6 The problem is: Many companies make the mistake of solely focusing on their NPS, and neglect the valuable insights hidden in the open-ended feedback. Solution: Open-ended question question gives you a gold mine of feedback.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Customer Satisfaction 52

PeopleMetrics

JANUARY 21, 2025

Net Promoter Score (NPS) has been a cornerstone of Voice of the Customer (VoC) programs for decades. As I wrote in Listen or Die in 2017, NPS is simple, powerful, and universally understooda trusted measure of how well youre building loyalty among your customers. Heres how: 1. Example: A SaaS company notices its NPS drop.

NPS 118

NPS AI Net Promoter Score E-commerce 118

SurveySensum

JANUARY 13, 2025

But the challenge is – while 73% of customers expect seamless experiences, only 29% of businesses deliver. The solution: Listen to the voice of the customer. For example , if multiple customers report the same bug through an in-app survey, dont just let that feedback sit there.

Omnichannel 52

Omnichannel Social Media Sentiment Analysis Touchpoint 52

PeopleMetrics

APRIL 22, 2025

Lesson #3 Revisited: AI and the Quest for a Single Source of Truth in CX Feedback Explore how AI is enhancing Voice of the Customer platforms by unifying diverse feedback sources and providing real-time insights, while highlighting the indispensable role of human judgment and empathy in interpreting data and fostering genuine customer relationships.

AI 62

AI VOC Text Analytics NPS 62