Fonolo

SEPTEMBER 12, 2018

25 years later, she takes her own child to Mabel’s Fables, a continued patronage resulting from outstanding customer experience. Keeping this in mind, we devised a straight-forward method towards effectual customer experience management: Step 1: Construct Consumer Profiles. Successful Cases Studies.

Customer Experience Management 73

Customer Experience Management Customer Experience Contact Center Customer Journey Map 73

Execs In The Know

JULY 31, 2024

Industries and markets have steadily become more competitive, challenging Customer Experience (CX) leaders who are constantly seeking innovative solutions to enhance customer satisfaction without hurting their bottom line. AI can streamline Workforce Management. AI optimizes omnichannel experiences.

Customer Experience Management 52

Customer Experience Management AI Customer Experience Predictive Analytics 52

SurveySensum

JULY 12, 2019

Customer experience management is crucial for your business. In fact, if you ignore the significance of great customer experience in your business operations then you might have to pay a price by losing your customers. Highly important.

Customer Retention 68

Customer Retention Customer Experience Management Customer Experience Unstructured Data 68

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. Their work directly impacts business growth by reducing complaints, improving support efficiency, and enhancing customer retention, they drive higher revenue and lower churn. The challenge?

CX 115

CX Customer Experience Net Promoter Score NPS 115

Beyond Philosophy

MAY 17, 2024

Quality assurance is crucial in Customer Experience Management, and assessing call center operations provides valuable insights into an organization’s customer-centricity. Scott highlights key issues with traditional quality assurance practices and offers insights into leveraging AI for enhanced customer service.

AI 88

AI CX Touchpoint Customer Experience Management 88

SurveySensum

DECEMBER 30, 2024

ChurnZero B2B, SaaS Proactive customer engagement with real-time interactions Automated health score monitoring for predictive insights Data-driven decisions with key CX metrics Automated playbooks for scalable engagement $12,000 annually 4.7 Best Features User-friendly design for easy survey creation, customization, and deployment.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

SurveySensum

AUGUST 30, 2024

In an industry where trust is paramount and multiple products and channels, providing an exceptional customer experience that establishes trust and creates a seamless experience across all channels is crucial to retaining customers and fostering financial success. Why is CX so Important in Financial Services?

Customer Experience Management 52

Customer Experience Management Customer Experience Omnichannel Text Analytics 52

SurveySensum

MARCH 20, 2024

If this is not enough to convince you then get this – customer-centric brands report profits that are 60% higher than those that fail to focus on CX. Now, understand the importance of creating a positive customer experience for your customers. Well, Customer Experience Management is the solution!

Customer Experience Management 52

Customer Experience Management CXM Customer Experience Text Analytics 52

Beyond Philosophy

MAY 23, 2024

Listen to the podcast: Quality assurance is always essential in Customer Experience Management. Today’s newsletter explores how AI can realistically help in this area. Many think AI is the answer to everything. However, AI is a tool for the humans in an organization to use, not a replacement for them.

AI 78

AI Predictive Analytics Retail Education 78

SurveySensum

OCTOBER 2, 2024

Customer Experience Management vs. Customer Relationship Management – What are the Key Differences? Good customer experience goes beyond a transaction — it’s about making your customers feel heard, valued, and understood. But as customer expectations evolve, so do the tools to manage them.

Customer Relationship Management 52

Customer Relationship Management Customer Experience Management Customer Relationship CXM 52

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. Ease-of-Use Creating surveys is effortless with SurveySensum’s AI-enabled survey builder.

Text Analytics 52

Text Analytics Actionable Insights AI NPS 52

Adrian Swinscoe

AUGUST 14, 2024

Today’s interview is with Gopi Polavarapu, Chief Solutions Officer at Kore.ai, a market leader in Conversational AI platform space. Gopi joins me today to talk about […] The post Agents view agent-assist technology as more important than a competitive salary – Interview with Gopi Polavarapu at Kore.ai first appeared on Adrian Swinscoe.

Technology 147

Technology Technology AI Artificial Intelligence 147

SurveySensum

MARCH 19, 2025

From DIY capabilities to omnichannel feedback management to real-time closed feedback mechanism – the tool provides a 360 degree customer experience management! By leveraging AI and machine learning to automate this process, you can uncover actionable insights and significantly reduce customer complaints.

Text Analytics 52

Text Analytics Social Media Actionable Insights AI 52

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience? Listen to your customers. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Adrian Swinscoe

DECEMBER 13, 2024

Todays podcast is with Edwin Margulies, Chief Evangelist at Nextiva, a provider of a unified customer experience management platform.

Customer Experience 147

Customer Experience Customer Experience Management Artificial Intelligence AI 147

ECXO

JUNE 7, 2023

Reinnarth is widely recognized as a leading expert in cross-channel customer management and marketing automation. Michael is responsible for consulting clients on customer experience management in the DACH region, focusing on sustainable technology solutions to address current and future CX challenges.

Customer Experience 240

Customer Experience CRM Omnichannel CX 240

eglobalis

JUNE 27, 2024

Follow him on LinkedIn: [link] Sources: Siemens.com Global Website, “Customer Experience Transformation at Siemens,” available at: [link] Cascade Strategy, “How Siemens Uses Strategy Software to Drive Their Vision 2020,” available at: [link] Oracle, “Customer Experience (CX) Solutions,” available at: [link] Samsung, (..)

Customer Experience 467

Customer Experience VOC Net Promoter Score Government 467

SurveySensum

FEBRUARY 17, 2025

In simple terms, text analytics tools leverage machine learning, NLP, and other AI capabilities to break down unstructured data from customer feedback, online reviews, customer support chat, etc. Text analytics tools use AI, NLP, and machine learning algorithms to process and interpret large volumes of text.

Text Analytics 52

Text Analytics Sentiment Analysis Social Media Machine Learning 52

Beyond Philosophy

JULY 18, 2020

The Big Mistake People Make with AI. Specifically, one would be wise to understand what AI is, how it works, and what problems it can solve for your business. Ghosh studies AI and its overlap with behavioral economics. There are many types of AI. AI is excellent at categorizing groups. Key Takeaways.

Artificial Intelligence 114

Artificial Intelligence Machine Learning Sentiment Analysis AI 114

Retently

OCTOBER 11, 2024

Table of contents Key Takeaways: What is Customer Support Quality Assurance? Loris AI 4. EvaluAgent Final Thoughts: Choosing the Right QA Tool When customer interactions lack consistency and quality, it can lead to dissatisfaction, lost loyalty, and even negative reviews. Loris AI Loris.ai MaestroQA 6.

Retail 134

Retail Scorecard Sentiment Analysis Customer Service 134

Execs In The Know

FEBRUARY 18, 2025

Companies are continually searching for innovative ways to enhance their customer experience (CX) strategies. And since the meteoric rise of generative AI (GenAI), companies have been scrambling to find tangible ways to use it in their approach to customer engagement, support and satisfaction.

Innovation 52

Innovation AI CX Sentiment Analysis 52

Execs In The Know

FEBRUARY 18, 2025

Companies are continually searching for innovative ways to enhance their customer experience (CX) strategies. And since the meteoric rise of generative AI (GenAI), companies have been scrambling to find tangible ways to use it in their approach to customer engagement, support and satisfaction.

Innovation 52

Innovation AI CX Sentiment Analysis 52

VOZIQ

DECEMBER 22, 2023

Reston, VA,  December 21, 2023 : VOZIQ AI, a leading provider of Predictive Customer Intelligence Solutions for subscription-based recurring-revenue businesses, is pleased to announce its strategic partnership with AMP Smart to offer AI-enabled proactive customer loyalty solution aimed at maximizing Customer Lifetime Value (CLV).

Customer Loyalty 52

Customer Loyalty AI Artificial Intelligence Machine Learning 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. Artificial Intelligence (AI) might be useful, but what good is it if it isn’t helping customers feel any better about your brand?

CX 115

CX Net Promoter Score Artificial Intelligence CEM 115

Customer Think

MAY 28, 2024

Listen to the podcast: Quality assurance is always essential in Customer Experience Management. Today’s newsletter explores how AI can realistically help in this area. The concept came to us as part of our None of Use is Clever as All of Us feature. As you might remember, this feature is where one of our […]

AI 52

AI Customer Experience Management Customer Experience 52

Sprinklr

JULY 12, 2021

Access to advanced artificial intelligence (AI) on a unified customer experience management (Unified-CXM) platform. Employees have the opportunity to work with the core of Sprinklr’s technology — our proprietary AI engine built with sophisticated deep machine learning algorithms.

CXM 96

CXM Artificial Intelligence Machine Learning Structured Data 96

VOZIQ

APRIL 15, 2024

VOZIQ AI’s AI Center of Excellence (ACE) to work as an extension of the Hawx team to manage the AI solution, improve the retention metrics and grow business value by improving customer lifetime value. Deploying a contact-center agent UI that displays customer risk and revenue opportunities. .

Customer Loyalty 52

Customer Loyalty AI Artificial Intelligence Machine Learning 52

SurveySensum

FEBRUARY 6, 2025

SurveySensum Platform Overview SurveySensum is an AI-enabled customer experience management platform that provides users with end-to-end CX solutions from creating surveys to analyzing data and taking relevant and prioritized action, impacting their bottom line and transforming feedback into revenue.

CX 52

CX Sentiment Analysis Text Analytics Social Media 52

Sprinklr

OCTOBER 14, 2021

This fractured view also creates barriers for enrichments like Artificial Intelligence (AI). Reporting in this context, even with AI, can create paralyzing discrepancies in your data. That means you miss out on key insights into your brand and your competitors drawn from millions of customer conversations.

Social Listening 129

Social Listening CXM Customer Experience Artificial Intelligence 129

Fonolo

JANUARY 14, 2020

Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Sprinklr

OCTOBER 7, 2021

Artificial Intelligence (AI) helps you understand how competitor content is resonating with their audiences and allows you to use that information to improve your own content strategy. With AI-powered machine-learning models, you can determine if competitor posts are likely to be paid or organic. Content strategy. Paid strategy.

Social Listening 102

Social Listening CXM Unstructured Data Social Media 102

Lumoa

JANUARY 8, 2024

And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI). AI tools are changing the way we analyze customer feedback. That’s the cherry on top.

Sentiment Analysis 147

Sentiment Analysis Text Analytics ML Machine Learning 147

Beyond Philosophy

JULY 7, 2022

It’s about brick-and-mortar retail because, after the pandemic, physical retail is bouncing back as people want a real-life experience after the lockdowns and other events. Customer Experience management has been absorbed into Customer Science in the past couple of years; how will that apply to brick and mortar?

Retail 160

Retail Artificial Intelligence Start-ups AI 160

Fonolo

JANUARY 15, 2019

Yes, we all know this is a tale as old as the call center, and we also know the importance of the customer experience. However, 2018 brought the importance of customer experience management into the spotlight. Lesson 2: AI, Humans and Optimizing the Contact Center for the Digital Age. Investing in Agents.

Contact Center 80

Contact Center Omnichannel Artificial Intelligence AI 80

Zendesk

NOVEMBER 3, 2023

Recent technological breakthroughs have introduced generative AI to the masses, putting it on a faster track to popularity than the World Wide Web. According to the Zendesk Customer Experience Trends Report 2023 , 65 percent of business leaders believe the AI they use is becoming more natural and human-like—and it’s only going to get better.

AI 52

AI Machine Learning Artificial Intelligence ML 52

Adrian Swinscoe

MARCH 26, 2025

Todays podcast is a three-parter and features interviews with Zig Serafin, Brad Anderson and Isabelle Zdatny that I conducted at Qualtrics recent X4 2025: The Experience [] The post The art and the science of listening Interview with Zig Serafin, Brad Anderson and Isabelle Zdatny of Qualtrics first appeared on Adrian Swinscoe.

Voice of the Customer 147

Voice of the Customer Artificial Intelligence Customer Experience Management AI 147

SurveySensum

DECEMBER 24, 2024

Comparison Table of the Top 15 SurveyMonkey Alternatives & Competitors in 2025 SurveyMonkey Alternatives Features Free Trial Free Version Pricing G2 Rating SurveySensum Inbuilt survey templates Provide AI-enabled text analytics Powerful dashboard for quick view analysis Enables integration with HubSpot, Zendesk, and more.

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52