eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. This article delves into the top ten MarTech solutions, that significantly improve CX outcomes.

Customer Experience 450

Customer Experience Social Media Predictive Analytics AI 450

SurveySensum

JANUARY 20, 2025

Thats where sentiment analysis comes in – turning raw feedback into actionable insights. What is Sentiment Analysis? Sentiment analysis is the process of analyzing open-ended feedback using AI technologies like natural language processing, machine learning, and text analytics. Lets find out.

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

ECXO

AUGUST 12, 2024

MarTech-Driven Transformation: Navigating the Future of Customer Experience Introduction In today’s fiercely competitive business landscape, delivering a superior customer experience (CX) is not just an advantage—it’s essential. The ECXO is an open access CX Professional Business Network.

Customer Experience 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

eglobalis

JULY 2, 2024

In CX, the same applies to CSAT, CES, and whatever. Comprehensive feedback from multiple sources, integrating Voice of the Customer (VOC), metrics, measurements, data analytics, real-time sentiment analysis, and evolving AI developments, is essential for gaining a complete customer understanding.

NPS 480

NPS Customer Feedback Net Promoter Score B2C 480

InteractionMetrics

MARCH 13, 2025

Sentiment analysis reveals the emotions your customers feelbut knowing how they feel is only useful if you know why they feel the emotion in the first place. We provide comprehensive text analysis services that include sentiment analysis to deliver actionable insights you can use to improve the customer experience.

Sentiment Analysis 52

Sentiment Analysis Customer Experience Machine Learning Social Media 52

PeopleMetrics

FEBRUARY 13, 2025

(In the next blog post, I focus on Lesson 16 in the age of AI and external partners.) And with AI reshaping how we collect, analyze, and act on customer feedback, internal alignment has never been more critical. AI is streamlining this process by automating data extraction and survey triggers. Maybe even more so.

VOC 109

VOC Legal AI Sentiment Analysis 109

SurveySensum

FEBRUARY 24, 2025

When the world is rapidly turning towards AI, businesses are relying on advanced techniques to extract valuable insights customer reviews, social handles, emails, chats, surveys, and whatnot. Amongst many in the market, two techniques stand out Text analysis and Sentiment Analysis. What is Sentiment Analysis?

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Machine Learning 52

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. How can you utilize this knowledge to enhance customer experience (CX)?

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

LitmusWorld

APRIL 25, 2025

LitmusWorld & RepUp merge their operations; launch an AI-Native CX platform for enterprises LitmusWorld & RepUp merge their operations; launch an AI-Native CX platform for enterprises. The unified platform, operating under the Litmus World brand, will enhance customer engagement and sentiment analysis.

Sentiment Analysis 52

Sentiment Analysis AI CX 52

LitmusWorld

APRIL 25, 2025

LitmusWorld & RepUp Merge their Operations; Launch an AI-Native CX Platform for Enterprises The combined entity will operate under the LitmusWorld brand and will leverage advanced AI, Natural Language Processing (NLP), and automation to enhance customer engagement and sentiment analysis.

Sentiment Analysis 52

Sentiment Analysis AI CX 52

Retently

MARCH 17, 2025

Table of Contents Weekly, Monthly, Quarterly & Yearly CX Reports: Whats the Difference? And thats exactly what CX reports help with not just reacting to problems, but preventing them. But, heres the challenge – not all CX reports are useful. Weekly, Monthly, Quarterly & Yearly CX Reports: Whats the Difference?

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

Intercom, Inc.

OCTOBER 22, 2020

According to Nate Brown , the companies that move from reactive customer service to a more holistic, proactive customer experience (CX) approach will be the ones that ultimately survive and thrive. Taking a holistic approach to CX. Here’s Nate: “As Annette Franz would say, ‘A CX change is culture change.’ Voice of the customer.

CX 218

CX Voice of the Customer Close the Loop Sentiment Analysis 218

Comm100

APRIL 15, 2025

Agents and managers are buried in chat logs, escalation notes, and sentiment feedback with no easy way to extract meaning or trends. Comm100s AI Agent and AI Copilot already help support teams automate conversations and boost productivity. Thats why we built Comm100 AI Insights ; your intelligent AI-powered analyst.

AI 52

AI Sentiment Analysis Actionable Insights Sales 52

Execs In The Know

AUGUST 12, 2024

Keeping up with current technological advancements in the ever-evolving world of CX is both a challenge and a necessity. Sentiment analysis offers a practical way for businesses to monitor and respond to customer emotions within seconds. What Is Sentiment Analysis?

Sentiment Analysis 52

Sentiment Analysis CX AI Machine Learning 52

SurveySensum

MARCH 10, 2025

It goes beyond just words; it identifies sentiment, intent, and patterns using AI and NLP. Instead, you can leverage AI-powered conversational analytics to listen, understand, and act on customer feedback in real time. Before any real analysis can take place, the system cleans, structures, and organizes the data.

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

SurveySensum

FEBRUARY 6, 2025

Qualtrics and QuestionPro are both popular CX tools in the current market. Are they helping you meet your CX goals? Qualtrics, QuestionPro, and SurveySensum The Introduction Qualtrics and QuestionPro are both popular CX tools and are well-known in the CX industry. But are they living up to your expectations?

CX 52

CX Sentiment Analysis Text Analytics Social Media 52

CSAT.AI

FEBRUARY 22, 2023

You can’t stop the AI wave, but you don’t have to get drowned by it. You can get in the water by using accessible AI support apps on Zendesk to help CX and EX that integrate with what you already use. Businesses and Customers Want AI It’s a great time to employ AI in your customer service strategy.

AI 86

AI Sentiment Analysis CX Predictive Analytics 86

SurveySensum

DECEMBER 30, 2024

If youre looking for advanced features, greater scalability, or a platform that aligns better with your unique customer needs and long-term CX goals, there are alternatives to CustomerGauge that may better suit your specific customer needs and long-term CX goals. Their CX experts have your back, guiding you from start to finish.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

SurveySensum

DECEMBER 2, 2024

Text Analytics Falls Short: While the platform provides useful tools for processing open-ended feedback, its capabilities in advanced natural language processing and sentiment analysis fall short compared to top competitors. Unlike typical Confirmit alternative tools, SurveySensum offers free CX consultation and implementation support.

Sentiment Analysis 52

Sentiment Analysis Start-ups AI Customer Feedback 52

CSAT.AI

JULY 12, 2023

AI can help, but companies that can’t handle a complete overhaul wonder where to start with AI. The good news is it’s possible to engage AI to enhance customer experience and service without blowing the budget. Customers Want Better Service and CX Customers are demanding great CX. Where to Start With AI: CSAT.AI

AI 88

AI CX Gambling Sentiment Analysis 88

Callminer

APRIL 20, 2018

Customer experience (CX) is evolving. As a CX leader, you also need to know which technologies will help you achieve your core objectives in managing the customer experience. Machine learning and artificial intelligence (AI) are two technologies that have proven to be much more than passing trends for contact centers.

Contact Center 186

Contact Center Customer Experience Machine Learning Artificial Intelligence 186

Fonolo

JANUARY 12, 2023

You probably know at least a bit about AI and automation. They are also popular advancements in automation that employ varying degrees of AI. AI is Personalizing the Customer Experience . Tools that personalize CX. Conversational AI (Chatbots). Conversational AI (Chatbots). Sentiment Analysis.

Artificial Intelligence 138

Artificial Intelligence Contact Center Sentiment Analysis AI 138

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

CSAT.AI

SEPTEMBER 22, 2022

How a Conversational AI interaction works How CAI can Help You and Your CSAs Key KPIs to Measure The Importance of Transparency, Sentiment and AI Evolution. Conversational AI (CAI) helps with the scaling of personalized customer attention and interaction sought across industries. How a Conversational AI Interaction Works.

AI 101

AI Sentiment Analysis Machine Learning CX 101

Fonolo

MARCH 16, 2023

Dennis Wakabayashi, CX Expert, Team Wakabayashi: “I see new kinds of data that we’ve never seen before plugging into customer care; digital footprint metrics like number of chats, or number of clicks to the website, or other additional steps in the customer journey. And they’re changing quickly. That’s the number one goal.

Contact Center 151

Contact Center Sentiment Analysis NPS Customer Satisfaction 151

Zendesk

MAY 9, 2023

We are challenged to do more with less, but change can also represent opportunity—and it’s possible now to increase efficiency by leveraging new technologies like artificial intelligence (AI) and generative AI. Zendesk AI is pre-trained and leverages the billions of service interactions we have available to us.

AI 97

AI CX Artificial Intelligence Sentiment Analysis 97

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. This helps extract meaningful insights from the feedback by identifying recurring patterns, themes, and sentiments.

Text Analytics 52

Text Analytics Sentiment Analysis Social Media Machine Learning 52

CommBox

OCTOBER 18, 2023

This transformation is powered by the rapid emergence of conversational AI and generative AI. These cutting-edge AI tools have become invaluable in enhancing customer experiences and streamlining operations, especially in customer service and support.

AI 98

AI Customer Service CX E-commerce 98

Customer Think

APRIL 18, 2023

While employees might shut off the lights and lock the doors at the end of a long day, consumers and potential consumers engage with your brand online 24/7 — posting and reading reviews about your brand’s CX — the great, the so-so, and the downright […]

Sentiment Analysis 64

Sentiment Analysis CX AI Technology 64

Callminer

MAY 27, 2020

These enhanced customer profiles open the door to a wide variety of improvements in predictive support which often help to better the customer experience (CX). These blend the efficiency and deep knowledge of broad databases parsed by AI with the communicative competence of human agents to deliver a better overall experience to callers.

Contact Center 207

Contact Center Sentiment Analysis Machine Learning AI 207

PeopleMetrics

FEBRUARY 27, 2025

So, youve launched a relationship survey, set a CX baseline, and now youre ready to dive into transactional VoC. There are three key reasons why this approach works: Validating Your Survey Design AI-powered survey design tools have made creating surveys faster and more efficient. But even with AI, real-world testing is necessary.

VOC 62

VOC Close the Loop Sentiment Analysis Predictive Analytics 62

SurveySensum

JANUARY 16, 2025

In this comparison, well break down the strengths, weaknesses, and standout features of both tools to help you identify the one that fits your requirements, enhances your CX strategy , and stays within your budget. Qualtrics provides advanced data analysis tools, including text analysis, statistical modeling, and AI-driven insights.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Retently

OCTOBER 11, 2024

Loris AI 4. Quality Assurancetools are versatile, offering customizable features like scorecards and sentiment analysis to suit various business needs and optimize service quality. Sentiment Analysis : Automatically tag feedback with sentiment indicators, allowing your team to quickly spot emerging issues and take action.

Retail 135

Retail Scorecard Sentiment Analysis Customer Service 135

Zendesk

MARCH 8, 2023

By leveraging AI and data analysis , businesses can meet this demand while providing effective, personalized support. In this article, we’ll explore how AI and analytics can help your business remain competitive. To deliver those experiences, AI and access to the right data at the right time are key.

AI 98

AI Sentiment Analysis Omnichannel CX 98

Execs In The Know

NOVEMBER 6, 2024

The Importance of Service Recovery in CX When an issue isn’t resolved on the first call, the organization’s response can make all the difference. Our generative AI-powered tool listens to and transcribes calls in real-time, automatically summarizing key points and actions needed.

Customer Retention 52

Customer Retention Sentiment Analysis Contact Center Compliance 52

Zendesk

JANUARY 30, 2023

In this article, we’ll explore how customer sentiment analysis helps boost the customer experience by elevating the second piece—VOC. You’ll come away knowing everything you need to get started with customer sentiment analysis and to provide an excellent experience for your customers. What is customer sentiment analysis?

Sentiment Analysis 52

Sentiment Analysis Customer Experience VOC Social Media 52

LitmusWorld

APRIL 25, 2025

CX Giants Merge: LitmusWorld & RepUp Go AI-Native The combined entity will operate under the LitmusWorld brand and will leverage advanced AI, Natural Language Processing (NLP), and automation to enhance customer engagement and sentiment analysis.

AI 52

AI Sentiment Analysis CX 52