SurveySensum

MAY 7, 2025

It helps you decode what customers are asking for, track the right help desk ticket metrics, and use smart customer support analytics (and yes, a bit of AI) to stop issues before they blow up. Lets get into how support ticket analysis turns data chaos into customer love, but before that, well go into the what.

Sentiment Analysis 52

Sentiment Analysis Machine Learning Net Promoter Score AI 52

SurveySensum

OCTOBER 29, 2024

Instead of relying on the traditional method of manually keeping track of customer interactions, feedback, and agent performance, contact center analytics centers around improving and optimizing customer service processes with the help of advanced analytics like AI, machine learning, etc. Well, not anymore.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

SurveySensum

OCTOBER 17, 2024

So, always opt for AI text analytics tools for it, and there are many in the market! This is the most critical stage of this process as this is where the numbers, data and customer responses can take shape into actionable business strategies. Manually doing it can take days.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

DMG Consulting

MARCH 1, 2019

Thanks to AI and RPA, the WFO Market Surges. Merger-and-acquisition activity in a mature market is normal, and DMG expects to see more of it in the next 18 to 24 months as the WFO suite market goes beyond consolidations to a much more significant transformation that will involve other IT sectors. ANALYTICS, AI, AND RPA.

AI 84

AI Artificial Intelligence Contact Center Machine Learning 84

SurveySensum

OCTOBER 16, 2024

Following are the factors showing the importance of using survey questions for your business: Improve products and services: 66% of customers expect companies to understand their needs. How well do our products or services meet your expectations? But Why Should You Use Business Survey Questions?

Text Analytics 52

Text Analytics Customer Loyalty Customer Satisfaction Customer Service 52

SurveySensum

JANUARY 16, 2025

What is Qualtrics Platform Overview Qualtrics is a popular experience management tool businesses use to design their CX strategies and improve customer experience. Some of the notable byproducts of Qualtrics are Customer XM, Employee XM, Brand XM, Design XM, Core XM, and XM Dscvr. Lets now explore some pros and cons of Qualtrics.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

SurveySensum

APRIL 28, 2025

Customers requested more structured communication, and Slack acted by building features that directly aligned with those insights, driving user satisfaction and retention. Understand Customer Expectations Better Irrespective of the good intentions that the business has, it may not be able to deliver what the customer is expecting.

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

SurveySensum

SEPTEMBER 11, 2024

The future of customer experience is no longer being driven just by who is making a better product but also by who will create a better and more memorable experience. The future now stands on four pillars – data, AI, personalization, and convenience.

Predictive Analytics 52

Predictive Analytics AI Customer Experience Text Analytics 52

SurveySensum

JANUARY 20, 2025

Sentiment analysis is the process of analyzing open-ended feedback using AI technologies like natural language processing, machine learning, and text analytics. It is part of a great umbrella of text mining called text analysis. 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

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Actionability is also, as we believe, one of the essential aspects of customer experience management. upselling to the most loyal customers) Process changes (e.g. ACT ON CUSTOMER FEEDBACK!

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Callminer

AUGUST 6, 2019

Contact center software has evolved as customers’ expectations and needs have shifted with the rise of mobile devices and social media. Speech/text analytics. Text analytics is used to scour textual interactions (e.g., Customers expect nothing less. How does AI help customer service agents?

Contact Center 140

Contact Center VOC Social Media Artificial Intelligence 140

SurveySensum

DECEMBER 2, 2024

While Confirmit (now Forsta) may be popular, it’s often cited as complex and costly, which limits the ability of many brands to be as adaptable as they need to be in response to changing customer expectations. You may find it difficult to customize the surveys or feedback tools how you want them.

Sentiment Analysis 52

Sentiment Analysis Start-ups AI Customer Feedback 52

SurveySensum

FEBRUARY 13, 2025

With SurveySensum leverage advanced sentiment analysis and text analytics to instantly decode customer emotions and pinpoint the key drivers behind your NPS score! Improve your Net Promoter Score with NPS text analytics ! SurveySensums Text Analytics streamlines this process.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

SurveySensum

JUNE 13, 2021

Right from cabs for long-distance travel to ready-to-eat food, customers expect everything to be delivered in real-time. And customer support is no exception to this. . However, with the help of modern tools like live chat software or an AI-based chatbot, it is possible to provide real-time customer support.

Social Listening 111

Social Listening CX Unstructured Data Social Media 111

DMG Consulting

APRIL 17, 2025

With CX, Theres a Disconnect Between Expectations and Reality. AI Can Help. They will typically start on a companys website or mobile app, but they expect to easily reach a knowledgeable, helpful, and empathetic live employee if needed. Like what you’re reading? Signup for DMG’s free monthly newsletter.

AI 48

AI CX Contact Center Artificial Intelligence 48

SurveySensum

DECEMBER 4, 2024

Using NPS to refine services ensures banks not only meet but exceed customer expectations. Competitive Benchmarking NPS allows banks to compare their performance metrics against their competitors by measuring how likely their customers are to recommend their services.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

Callminer

FEBRUARY 27, 2019

“As VoC data developed to provide the foundation for designing a superior customer experience, it is imperative to consider what kind of information you can accumulate while executing a VoC program, there are three types of VoC data: Direct feedback: This is the feedback that your customers expect to provide directly to you.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

DMG Consulting

MARCH 11, 2022

Enterprises and organizations around the world understand the importance of delivering an outstanding CX, but this remains a hard goal to achieve due to many factors, not least of which is changing customer expectations. Investments in AI came in second (36.4%).

Contact Center 71

Contact Center Customer Experience Artificial Intelligence Text Analytics 71

Gainsight

MAY 23, 2019

Customers expect a seamless experience across all touchpoints with their vendor. Mobile App: Customer owners are always on-the-go and they need their customer success solution to go with them. Coming Soon. Triggered PX engagements from Journey Orchestrator within Gainsight CS. Available now. Coming Soon.

Text Analytics 75

Text Analytics Engineering Machine Learning Voice of the Customer 75

DMG Consulting

MAY 26, 2020

Additionally, two workforce optimization (WFO) applications to pay particular attention to are workforce management (WFM), and interaction analytics (IA). These solutions are flexible and adaptable, and are typically mobile-enabled so agents don’t need to be on-site to readily receive updates and alerts, or to self-manage their schedules.

Contact Center 48

Contact Center Technology Technology Artificial Intelligence 48

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Actionability is also, as we believe, one of the essential aspects of customer experience management. upselling to the most loyal customers) Process changes (e.g. ACT ON CUSTOMER FEEDBACK!

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

SurveySensum

AUGUST 1, 2024

5 Steps to Create An Exceptional Customer Experience Management Framework I’ve said it many times and it still holds true, customer feedback is the key to delivering exceptional, even WOW customer experience. That’s exactly what a good customer experience management framework helps in achieving. Here’s what it follows: 1.

Customer Experience 52

Customer Experience Text Analytics NPS Business Growth 52

SurveySensum

MARCH 3, 2022

By listening to the CUSTOMER. – With Voice of the Customer tools. . VOC tools help you listen and comprehend the customer expectations, opinions, and feedback. And not just that, you can analyze the data and extract actionable insights to improve customer experience. . Listen to customer feedback.

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

SurveySensum

SEPTEMBER 23, 2024

Ever felt like you were walking a tightrope, trying to keep your customers happy without falling off the edge? To ace the CX walk, you must find the sweet spot between meeting customer expectations and wowing them. SurveySensum Want a crystal ball to know what’s on your customers’ minds? What’s in it for you?

CX 52

CX Customer Experience Social Media Text Analytics 52

Experience Investigators

APRIL 23, 2024

CX leaders can prioritize improvements around the employee experience for service in things like knowledge bases, AI tools, and more visibility for key customer data. By managing customer interactions and feedback efficiently, you can secure more leads and enhance the customer journey, ultimately leading to improved business outcomes.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Lumoa

APRIL 28, 2024

At the same time, your customers expect to get the same level of support , no matter if they reach out on Facebook or via email. You can even find opportunities for cross-selling, upselling, or personalized promotions by using real-time insights and trends generated by AI. Which Platform Fits Your Needs?

Sentiment Analysis 78

Sentiment Analysis Compliance AI Social Media 78

VOZIQ

MARCH 19, 2021

a leading provider of Cloud-based actionable AI software for Predictive Customer Retention to recurring revenue businesses, announced today that? Artificial Intelligence for Predictive Customer Retention? TMC recognizes VOZIQ for the third time in a row . Reston, March 17, 2021: VOZIQ, ?

Machine Learning 52

Machine Learning Artificial Intelligence Text Analytics Retail 52

VOZIQ

MARCH 19, 2021

a leading provider of Cloud-based actionable AI software for Predictive Customer Retention to recurring revenue businesses, announced today that? Artificial Intelligence for Predictive Customer Retention? TMC recognizes VOZIQ for the third time in a row. . Reston, March 17, 2021: VOZIQ, ?

Machine Learning 52

Machine Learning Artificial Intelligence Text Analytics Retail 52

SurveySensum

JANUARY 16, 2025

What is Qualtrics Platform Overview Qualtrics is a popular experience management tool businesses use to design their CX strategies and improve customer experience. Some of the notable byproducts of Qualtrics are Customer XM, Employee XM, Brand XM, Design XM, Core XM, and XM Dscvr. Lets now explore some pros and cons of Qualtrics.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

InteractionMetrics

JULY 10, 2023

While customer experience artificial intelligence is still nascent, AI for customer experience shows tremendous promise, both as a tool to measure experience and as a lever to improve it. There’s no question that AI is a powerful tool. So, is AI for customer experience just hype? It depends.

Unstructured Data 40

Unstructured Data B2B AI Customer Experience 40

SurveySensum

AUGUST 30, 2024

Leverage AI capabilities like machine learning and text analytics with SurveySensum, to analyze your customer data, derive insights, and tailor your offerings to exceed customer expectations. This tool allows you to gather customer data from multiple channels, establishing omnichannel communication.

Customer Experience Management 52

Customer Experience Management Customer Experience Omnichannel Text Analytics 52

SurveySensum

MARCH 20, 2024

If not, then you are missing out on A LOT of opportunities to boost your customer satisfaction. With trends changing every day, customer expectations and needs are also evolving with the changing times, and if you fail to deliver the best to your customers then you will fall behind in this competitive marketplace.

Customer Experience Management 52

Customer Experience Management CXM Customer Experience Text Analytics 52

VOZIQ

JULY 18, 2022

This can equip you with granular insights into customer wants and the root causes of customer dissatisfaction. You can leverage AI and machine learning to convert these insights into large-scale retention actions and drive profitability through proactive and personalized engagement. Meet customer expectations proactively.

Machine Learning 40

Machine Learning Text Analytics Customer Retention Contact Center 40

VOZIQ

JULY 18, 2022

This can equip you with granular insights into customer wants and the root causes of customer dissatisfaction. You can leverage AI and machine learning to convert these insights into large-scale retention actions and drive profitability through proactive and personalized engagement. Meet customer expectations proactively.

Machine Learning 40

Machine Learning Text Analytics Customer Retention Contact Center 40

VOZIQ

APRIL 21, 2022

While structured customer data can tell you how many customers may cancel, unstructured data can reveal your customers’ wants, needs, concerns, expectations, and reasons for potentially canceling. Here are six ways unstructured data strengthen customer retention strategies: 1. So, delay no more!

Unstructured Data 52

Unstructured Data Contact Center Text Analytics Customer Retention 52

SurveySensum

SEPTEMBER 16, 2024

By understanding what resonates with your users and what needs improvement, you ensure your product evolves to meet and exceed customer expectations. But how do you collect feedback within the app to truly understand your customers? And when’s the best time to send these surveys?

NPS 52

NPS Text Analytics Touchpoint Start-ups 52