ECXO

JULY 10, 2024

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

eglobalis

JANUARY 7, 2025

Example: Salesforces integration of AI-driven analytics into their CRM platform stemmed from iterative testing and client feedback. Key impacts include: Accelerating Insights Through Data Analysis AI processes vast amounts of user data to uncover patterns and preferences, providing deeper insights into customer needs and behaviors.

B2B 300

B2B CX Artificial Intelligence Predictive Analytics 300

ECXO

NOVEMBER 19, 2024

Just like the diverse group of heroes banding together to overcome formidable obstacles, businesses must be prepared to listen to customer feedback, evolve their offerings, and address any issues that arise promptly. Regular cross-functional meetings can ensure that every department is aligned on customer experience goals.

CX 296

CX Customer Experience Social Media Touchpoint 296

ECXO

JUNE 19, 2024

DALL-E development by ECXO The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience Article source: [link] Introduction The advent of generative AI is reshaping the landscape of physical product design, driving innovation, practicality, and enhancing the customer experience.

AI 386

AI Customer Experience Legal Manufacturing 386

ECXO

NOVEMBER 26, 2024

Leverage Technology, Automation, and Data-Driven Insights to Enhance Customer Service Incorporate technology and automation tools to streamline customer service processes. Chatbots, CRM systems, and AI-powered analytics can handle routine tasks, freeing up your team to focus on more complex issues.

CX 334

CX Artificial Intelligence Innovation Customer Satisfaction 334

eglobalis

FEBRUARY 13, 2025

Using predictive analytics and AI, businesses can anticipate and address client concerns before they escalate. Related Article: Bridging the Empathy Gap With Customers Moving From Empathy to Execution Predictive Action: Anticipate Issues Before They Escalate Proactive problem-solving demonstrates empathy through foresight.

Predictive Analytics 300

Predictive Analytics CX AI NPS 300

PeopleMetrics

FEBRUARY 13, 2025

(In the next blog post, I focus on Lesson 16 in the age of AI and external partners.) As I outlined in the book , the reality is, VoC doesnt live in a vacuumit touches multiple departments, each playing a crucial role in making customer insights actionable. But AI isnt a substitute for human expertise. Maybe even more so.

VOC 109

VOC Legal AI Sentiment Analysis 109

ECXO

MARCH 6, 2025

Leadership also needs to model the change talking about customers consistently, celebrating customer-focused wins, and incorporating customer impact into decision-making criteria. These are opportunities where exceptional experience can strongly influence a customers loyalty and spend.

CX Transformation 339

CX Transformation B2B CX Government 339

eglobalis

JULY 31, 2024

Customer Experience Management (CXM) Software Tools like Qualtrics and Medallia as the leaders of this sector help manage and analyse customer interactions across different touchpoints. These platforms provide deep insights into customer feedback and behaviour, enabling businesses to make data-driven decisions to improve CX.

Customer Experience 441

Customer Experience Social Media Predictive Analytics AI 441

PeopleMetrics

MARCH 11, 2025

AIs Potential to Make Survey Design Smarter & More Engaging Right now, AI isnt fully replacing VoC survey platforms, but its beginning to reshape how surveys are designed and delivered. Heres how AI could transform the VoC survey experience in the near future: 1. If your data quality suffers, your VoC program is useless.

VOC 100

VOC AI Text Analytics Touchpoint 100

ECXO

AUGUST 12, 2024

This holistic understanding allows for highly targeted marketing messages and personalized interactions, significantly improving the overall customer experience. These platforms facilitate real-time sentiment analysis and predictive analytics, enabling proactive improvements in customer satisfaction.

Customer Experience 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

ECXO

DECEMBER 25, 2024

But meeting these expectations effectively requires companies to truly listen to their customersa fundamental pillar of excellent customer experience. 153 Listening to Customers: The Foundation of CX and Growth At the heart of exceptional CX lies the ability to listen and act on customer feedback.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

Callminer

JULY 12, 2023

Here’s how tech companies can use AI-based conversation intelligence to succeed and improve CX in today’s economy using 100% of omnichannel customer feedback.

Omnichannel 345

Omnichannel AI Customer Feedback CX 345

Win the Customer

DECEMBER 23, 2024

The customer service landscape is undergoing a seismic shift, driven by the rapid advancements in Artificial Intelligence (AI). As a product manager, it’s crucial to stay ahead of these trends to deliver innovative and customer-centric solutions.

AI 59

AI Customer Service E-commerce Social Media 59

Callminer

FEBRUARY 20, 2025

Read this blog to learn how organizations can get more out of their CX investments, including how AI can improve the quality of customer feedback and insights. The CX landscape is evolving.

AI 182

AI CX Customer Feedback 182

Beyond Philosophy

OCTOBER 17, 2024

Tim Waterton , Chief Revenue Officer of HappyOrNot ©, a company helping organizations gather customer feedback, has over 20 years of experience leading and building revenue for global technology companies. So, I am sharing it here as well since many of you might have the same question about getting customer feedback.

Customer Feedback 78

Customer Feedback Construction Start-ups Education 78

eglobalis

JULY 25, 2024

American companies invest significantly in cutting-edge technologies and digital transformations, enhancing their ability to deliver personalized and seamless customer experiences. According to BCG, leading companies in the USA have adopted advanced digital tools and AI-driven insights to stay ahead of consumer expectations.

Customer Experience 499

Customer Experience Innovation CX Omnichannel 499

Win the Customer

JANUARY 9, 2025

By empowering customers to find answers and resolve issues independently, businesses can reduce support costs, improve customer satisfaction, and free up valuable resources for more strategic initiatives. AI plays a crucial role in enabling effective customer self-service.

AI 59

AI Predictive Analytics Customer Satisfaction Customer Feedback 59

SurveySensum

APRIL 16, 2025

A Customer Relationship Management (CRM) survey is a targeted method of collecting customer feedback from the contacts stored in your CRM system. CRM surveys use existing customer data for personalized, context-driven questions. Boost Customer Engagement with CRM-Integrated Email Surveys What is it?

CRM 52

CRM Customer Feedback Touchpoint NPS 52

Win the Customer

NOVEMBER 25, 2024

Artificial Intelligence (AI) has revolutionized customer service, automating routine tasks and improving response times. However, while AI offers significant advantages, it cannot fully replace the human touch. A successful customer service strategy involves a careful balance between AI-powered automation and human interaction.

AI 59

AI Artificial Intelligence Customer Satisfaction Technology 59

SurveySensum

OCTOBER 17, 2024

73% of consumers across the globe expect companies to understand their unique expectations and needs — Customer Feedback Analytics is the key to it! This is where customer feedback analytics solutions come in. It helps you decode the true potential of customer data and open up new growth avenues.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

Futurelab

MARCH 20, 2025

Maybe the idea that feedback can be good can land in some diehard engineer mind better, if the feedback is from the bot? BUT and this is a big BUT I strongly believe that synthetic respondents should not be used when real customer feedback is a must.

E-commerce 147

E-commerce Engineering AI Customer Feedback 147

Adrian Swinscoe

JULY 4, 2024

It’s pretty safe to say that most businesses ask their customers for feedback these days. But, there are […] The post Now there is no excuse for not closing the loop on customer feedback first appeared on Adrian Swinscoe. Most would agree that is a good thing.

Close the Loop 147

Close the Loop Customer Feedback Artificial Intelligence Customer Retention 147

Steven Van Belleghem

JANUARY 31, 2022

Don’t take feedback literally. Feedback is not something that you need to take literally. The real challenge with customer feedback is to understand what people really want. Customer feedback is not about micro-managing all the small details that they offer you. The post Is Customer Feedback Overrated?

Customer Feedback 109

Customer Feedback Innovation AI 109

ECXO

MARCH 24, 2024

1710668672319 AI in Customer Experience – should I stay, or should I go? Everyone is talking about Artificial Intelligence (AI) and how it has emerged as one of the most significant technological innovations in recent years, revolutionizing various industries and opening up a world of new possibilities.

AI 156

AI Customer Experience Social Media Machine Learning 156

ECXO

OCTOBER 27, 2024

By analyzing churn in conjunction with Customer Experience (CX) metrics—such as customer feedback or satisfaction scores—companies can understand the specific reasons why customers are leaving. Reducing churn is crucial for stabilizing revenue and improving overall business health.

Customer Satisfaction 332

Customer Satisfaction Customer Relationship CX Customer Loyalty 332

SurveySensum

MARCH 10, 2025

Conversational Analytics is the process of analyzing customer interactions – across chats, emails, call transcripts, surveys, and other communication channels – to extract insights, detect trends, and improve customer experience. It goes beyond just words; it identifies sentiment, intent, and patterns using AI and NLP.

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

Win the Customer

JANUARY 20, 2020

This article will look at why a business should integrate live chat as well as AI to their eCommerce business as well as how to integrate them correctly to your eCommerce business. Better customer service – It’s no secret that customers love live chat. How to Integrate AI to Your eCommerce Business?

AI 159

AI Artificial Intelligence Machine Learning Social Media 159

Lumoa

NOVEMBER 21, 2023

But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis. But it is one thing to claim that a business values customer feedback and another to sift out the actionable data.

Customer Feedback 78

Customer Feedback AI Machine Learning Social Media 78

ECXO

JUNE 25, 2024

From automotive components to consumer goods packaging, AI tools are revolutionizing the creative process, reducing development cycles, enabling easy and less costly simulations, and allowing designers to explore novel concepts more efficiently. The use of AI in market analysis goes beyond merely identifying trends.

AI 156

AI Customer Experience Legal Manufacturing 156

Futurelab

FEBRUARY 22, 2025

You sit down to review 2025 plans in your customer service department. There are automation projects, trainings, a chatbot, a voice bot, an AI test Everything looks on track until customer feedback is brought up, and they are unhappy. Last year you have been very busy. Colleagues work in silos.

Legal 130

Legal Start-ups AI Technology 130

ECXO

JUNE 23, 2024

Firstly, it’s crucial to assess your current customer service processes and identify areas that can be improved to align with the customer success approach. This involves analyzing customer feedback, support interactions, and overall customer satisfaction metrics to pinpoint areas for enhancement.

CX 358

CX Customer Satisfaction Innovation Education 358

Retently

MARCH 11, 2025

That means a CX Manager isnt just responsible for handling customer concerns; theyre shaping how customers feel about the brand, turning one-time buyers into lifelong fans. Morning Routine: Customer Feedback First Most days start with one thing: checking customer feedback. Lets take a closer look!

CX 116

CX Customer Experience Net Promoter Score NPS 116

SurveySensum

FEBRUARY 7, 2025

No manual exporting, no data silosjust a seamless flow of feedback ready to drive your next big decision. With robust API connections and two-way integrations, you can centralize NPS data, streamline workflows, and ensure customer feedback is at the heart of every decision. Thats possible with NPS integration.

NPS 52

NPS Customer Feedback Outlook E-commerce 52

ECXO

APRIL 10, 2024

Similarly, in customer experience, a customer can behave both as an individual “particle” and as part of a collective “wave” As individual “particles”, customers have unique, personal experiences with a business. Coherence: In quantum physics.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

Beyond Philosophy

OCTOBER 11, 2024

Customer feedback is critical to managing and improving your customer experience but it isn’t easy to get. In this episode, we tackle a common problem many businesses face: how to get more actionable customer feedback.

Customer Feedback 78

Customer Feedback AI Customer Experience CX 78

Beyond Philosophy

JULY 13, 2023

Organizations are making a common mistake with AI. From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer Experiences with this impressive and impactful technology and, well,…building them wrong. It worked in that they could tell which customers were going to churn.

AI 143

AI Machine Learning Social Media Customer Relationship Management 143