eglobalis

JUNE 27, 2024

Companies like Zendesk, Freshdesk, and ServiceNow use these tools to monitor customer sentiment and resolve problems quickly, thereby improving satisfaction and loyalty. Customer surveys remain fundamental for gathering direct feedback.

Customer Experience 467

Customer Experience VOC Net Promoter Score Government 467

Zendesk

MARCH 8, 2022

But support leaders wonder if these metrics are really the best path to improved agent performance and increased customer satisfaction. That’s where conversation AI analytics comes in. proving AI benefits the company as well as the customer. Surveys have long been a go-to for customer insights.

AI 98

AI Start-ups Customer Retention Innovation 98

SurveySensum

DECEMBER 30, 2024

Built from the ground up around the Accounts Experience methodology, CustomerGauge offers B2B brands guidance for customer surveying and revenue growth, among other things. It helps businesses manage multi-contact, hierarchical customer structures. Gather feedback through SMS, email, QR codes, and WhatsApp surveys.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Beyond Philosophy

SEPTEMBER 14, 2023

Are you ready for AI? Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. Some firms are. It didn’t.

AI 88

AI Predictive Analytics Customer Acquisition Technology 88

InteractionMetrics

JUNE 21, 2023

Our next B2B Customer Experience roundtable on June 27 will cover an AI Case Study with special guests Leslie Pagel and Lynn Dumas. Market researchers generally provide the option for customer anonymity so that respondents who might otherwise feel embarrassed or fear reprisal can answer honestly. Register here !

Customer Survey 52

Customer Survey B2B Legal NPS 52

InteractionMetrics

JANUARY 23, 2024

What are typical customer survey program costs? With customer survey programs, as with dresses, there is an enormous range. That’s why we wanted to break down the range of customer survey program costs so you know what to expect and how to maximize value. Clients ask this question all the time.

Customer Survey 52

Customer Survey AI B2B CRM 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

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

Execs In The Know

OCTOBER 14, 2024

What is AI customer feedback analysis? AI customer feedback analysis uses artificial intelligence to gather, analyze, and present valuable insights from customer feedback. This feedback can come from surveys, customer conversations, support ticket data, and more. Here are a few of the most impactful.

Customer Feedback 52

Customer Feedback AI Artificial Intelligence Sentiment Analysis 52

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 135

Retail Scorecard Sentiment Analysis Customer Service 135

SurveySensum

DECEMBER 2, 2024

Qualtrics CoreXM Large enterprises focused on advanced surveys Advanced survey customization Drag-and-drop survey design Mobile support Can collect customer data from various sources Contact for pricing details 4.4 They even connect your actions to specific goals, so you know you’re on the right track.

Sentiment Analysis 52

Sentiment Analysis Start-ups AI Customer Feedback 52

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

Fonolo

DECEMBER 5, 2019

In the coming year, we expect to see AI take on more of these responsibilities in the contact center: Handling routine tasks, routing inquiries to the best place, and suggesting areas for improvement. As contact center managers rev up their brand-spanking-new AI to help them execute their 2020 plans, which metrics should they be tracking?

Contact Center 125

Contact Center Customer Satisfaction AI Customer Survey 125

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

CSAT.AI

OCTOBER 13, 2020

Machine learning based tech is becoming more sophisticated with virtual influencers , robot assistants , AI making appointments by phone. Acceleration of AI adoption Post-COVID. Already stressed customers would have been further pushed to their limits. Already stressed customers would have been further pushed to their limits.

AI 52

AI Customer Service Machine Learning Artificial Intelligence 52

Customer Service Life

MARCH 15, 2019

This is exciting because we communicate with our customers via text whether it’s through inbound support messages, transcribed phone calls, or voice of customer survey responses. Keep in mind that I live in the contact center world so I tend to spend a lot of time in that little slice of the overall customer experience.

AI 64

AI Machine Learning CX Net Promoter Score 64

Zonka Feedback

DECEMBER 26, 2023

The future of surveys is here, powered by AI! In the ever-evolving landscape of data collection and analysis, Artificial Intelligence (AI) has emerged as a game-changer for survey tools. TL;DR Ditch boring surveys, embrace AI magic!

AI 52

AI Artificial Intelligence Sentiment Analysis Customer Feedback 52

Intercom

SEPTEMBER 12, 2023

As the customer service space finds new and exciting ways to work with AI, the roles, responsibilities, and career paths that make up support teams are being reshaped. At Intercom, we firmly believe that AI will turn customer service into a more fulfilling, impactful, and opportunity-filled career.

AI 59

AI Engineering Start-ups Customer Service 59

Aquire

APRIL 26, 2021

All of this has led to a massive adoption of chatbots that has allowed businesses to enhance customer experience digitally. For example, according to research , the global conversational AI market size is expected to grow from $4.8 30 conversational AI statistics . billion customer service hours by adopting chatbots.

Customer Experience 111

Customer Experience Real Estate Healthcare AI 111

Retently

JANUARY 13, 2025

A great CES tool should make it a breeze to design clean and simple surveys. Your business isnt generic, and your CES surveys shouldnt be either. Look for tools that allow you to customize surveys to match your branding, tone, and audience preferences. Even better?

Sentiment Analysis 117

Sentiment Analysis Net Promoter Score NPS Touchpoint 117

CommBox

NOVEMBER 22, 2022

If the self-service app cannot efficiently handle a query, or worse, doesn’t work at all, the customer will have no other option but to pick up the phone. . When used correctly, the combination of an AI chatbot and a live agent in the loop, both available to customers on business messaging apps, can greatly enhance the CX.

CX 98

CX E-commerce Net Promoter Score NPS 98

Comm100

JANUARY 11, 2023

Meeting today’s high customer service expectations can be a challenge. To remain competitive in the fight for customer service supremacy, many organizations now rely on automation and artificial intelligence (AI) in customer service. What is the state of automated customer service in 2023? Table of Contents.

Customer Service 98

Customer Service Healthcare AI Artificial Intelligence 98

Shep Hyken

FEBRUARY 8, 2022

Building a Reactive and Predictive Customer Experience. Shep Hyken interviews Steve Peltzman head of FeedbackNow , Forrester ’s AI-powered physical & digital solution.?They They discuss how companies can sense, analyze, and react to issues that affect customer experience. DO customer surveys still work?

Healthcare 82

Healthcare Start-ups Customer Survey CX 82

Aquire

AUGUST 30, 2021

Customer surveys are an opportunity to learn what customers think about your brand based on facts, rather than assumptions. The customer feedback you gather from surveys is gold dust. Within them lies all the information you need to provide the products and services customers really want.

Customer Survey 95

Customer Survey Net Promoter Score Actionable Insights Touchpoint 95

Fonolo

NOVEMBER 8, 2022

Chatbots are a great example — using modern AI technology, they are able to help digital users with simple queries and direct them to relevant pages on your website or mobile app. In this study , over two-thirds of customers surveyed said they would wait up to two minutes before hanging up. DID YOU KNOW?

Contact Center 156

Contact Center Start-ups Technology Technology 156

Execs In The Know

AUGUST 12, 2024

The flagship scoring model for sentiment analysis is the Net Promoter Score (NPS) , which is presented through a customer survey that measures customer loyalty and satisfaction on a ten-point scale based on the question, “How likely are you to recommend our company/product/service to a friend or college?”

Sentiment Analysis 52

Sentiment Analysis CX AI Machine Learning 52

Lumoa

JANUARY 9, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? Some hints: big data, omnichannel, personalisation, AI and organizational culture. Never underestimate the customers expectation in CX. Once the customer had a positive CX, it will set a new benchmark.

CX 133

CX Customer Experience Artificial Intelligence Omnichannel 133

Aquire

JANUARY 24, 2022

According to research , the global conversational AI market size is expected to grow from $4.8 In a 2019 CIO Survey, respondents identified chatbots as the main AI-based application used in their enterprises. Seventy-seven percent of customers say chatbots will transform their expectations of companies in the next five years.

Real Estate 98

Real Estate Healthcare AI Artificial Intelligence 98

Hodusoft

NOVEMBER 27, 2024

This improves convenience for customers and allows businesses to respond quickly to inquiries. AI-powered chatbots and helpdesk software are also essential tools for providing quick, 24/7 support. These tools ensure that customers can get immediate assistance, reducing wait times and increasing overall satisfaction.

Customer Loyalty 52

Customer Loyalty Contact Center E-commerce Omnichannel 52

SurveySensum

FEBRUARY 4, 2025

Comparison of the Top GDPR-Compliant Survey Tools To help you boil down to a decision for choosing the most suitable GDPR-compliant survey tool, Ive whipped up a detailed comparison table. Therefore, Ive curated an A-list of top GDPR-compliant survey platforms. Lets take a look at them.

Compliance 52

Compliance Start-ups Healthcare AI 52

CSAT.AI

APRIL 5, 2023

Channels: All the ways customers can reach a brand like phone, email, social media, text, chat (see Omnichannel). Chatbot : A type of conversational AI that provides self-service for customers through a messaging app or other text channel. Note: Churn as a loss can be applied to customers or agents.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

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

SurveySensum

OCTOBER 16, 2024

80% of companies that have experienced positive growth use customer surveys to gather customer feedback, compared to 58% of non-growth companies. And with SurveySensum , you can create effective surveys and analyze feedback quickly using advanced AI text analytics.

Text Analytics 52

Text Analytics Customer Loyalty Customer Satisfaction Customer Service 52

Lumoa

FEBRUARY 6, 2018

Is the ecosystem of customer engagement tools and technologies integrated and seamless, or are they siloed? Also, new tech solutions such as AI and machine learning have been getting a lot of attention. AI and machine learning make customer listening and Voice of Customer analysis—at scale—suddenly possible in a way it wasn’t before.

CX 121

CX Customer Experience Education Machine Learning 121

Callminer

FEBRUARY 27, 2019

Customers are very responsive to positive and negative treatment, and a little can go a long way for both.” — Nick Metka, CEO of Insight, The Essential Guide to Voice of the Customer , Gainsight; Twitter: @gainsighthq. Choose a customer survey methodology that aligns with your brand. Leverage SMS for customer feedback.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

Comm100

OCTOBER 10, 2022

Tangerine first introduced Comm100 Live Chat to customers to improve the accessibility and speed of their customer service. A whopping 83% of customers surveyed said that they expect to engage with someone immediately when contacting a company. The importance of around-the-clock support cannot be understated.

Customer Service 104

Customer Service AI Technology Technology 104

SurveySensum

OCTOBER 18, 2024

— With Embedded Surveys But, what exactly are embedded surveys and how do they actually impact your response rates while optimizing your feedback collection? What Are Embedded Surveys? Embed Survey Within Your Website or App & Boost Customer Engagement With SurveySensum! Well, let’s find out!

NPS 52

NPS Start-ups Net Promoter Score Customer Satisfaction 52