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

SurveySensum

FEBRUARY 13, 2025

NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others. Given its significance, how do you improve your Net Promoter Score? 14 Strategies on How To Improve Net Promoter Score (Tried & Tested) 1. When are you sending the NPS surveys?

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

Retently

MARCH 18, 2019

Well, by far the most effective way to measure customer satisfaction and loyalty is via the Net Promoter Score. After all, brands with high customer retention are usually companies with high NPS score. Market Leaders’ NPS Scores. So, what do those high scores translate into, specifically?

Net Promoter Score 129

Net Promoter Score NPS Customer Retention Innovation 129

ECXO

MARCH 6, 2025

B2B organizations are increasingly investing in CX technologies such as experience management software, analytics tools, and AI-driven solutions. Self-service portals, mobile apps, and AI-driven chatbots can complement traditional account manager relationships. analyse sentiment, and trigger alerts for immediate follow-up.

CX Transformation 339

CX Transformation B2B CX Government 339

Uniphore

DECEMBER 13, 2021

To deliver both, retailers are increasingly turning to conversational AI and automation. From streamlining and simplifying self-service to augmenting live agent interactions, these tools help optimize every conversation, delivering measurably better outcomes, including: Higher customer satisfaction (CSAT) and net promoter scores (NPS).

Retail 262

Retail Net Promoter Score Customer Experience NPS 262

eglobalis

JUNE 27, 2024

This involves setting up multiple feedback channels such as customer surveys, social media listening, direct customer interviews, and net promoter scores (NPS) to capture ongoing customer sentiment and insights. Regularly updating the strategy based on customer feedback and evolving market conditions is crucial.

Customer Experience 489

Customer Experience VOC Net Promoter Score Government 489

Execs In The Know

MARCH 31, 2025

Spirit Airlines recognized this, embarking on a bold AI-powered transformation to redefine customer service (or “Guest Care,” as Spirit calls it) and move its brand into the future. Spirit Airlines saw AI as the solution to enhance guest experiences while managing operational efficiency at scale.

AI 78

AI Customer Experience Net Promoter Score Legal 78

SurveySensum

SEPTEMBER 23, 2019

Learn about the Net Promoter Score and its importance to drive customer loyalty. Net Promoter Score (NPS) is not just a metric but an indicator of brand success and has a direct relation with Customer Experience (CX). What is a Net Promoter Score (NPS) Survey? To answer it.

Net Promoter Score 72

Net Promoter Score NPS E-commerce Machine Learning 72

SurveySensum

APRIL 14, 2025

Thats where NPS ( Net Promoter Score ) can be your closest ally. By categorizing customers into promoters, passives, and detractors, you will get a clear picture of your customer sentiments. But once you have the survey responses, how do you calculate your NPS? How Does the NPS Calculation Actually Work?

NPS 52

NPS Net Promoter Score AI Customer Loyalty 52

SurveySensum

DECEMBER 4, 2024

This is where Net Promoter Score comes into play. Using NPS in finance industry can get to the heart of why customers would or wouldn’t recommend them to others. In this guide, we’re going to take a deep dive into why NPS in banking industry is so important, how to work it out, how to use it to get better, and more.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

ECXO

DECEMBER 4, 2024

This interaction can be scaled using automation tools and AI, making it easier to manage a larger customer base. c. Net Promoter Score (NPS): NPS measures customer loyalty and satisfaction by asking customers to rate on a scale of 0-10 how likely they are to recommend the software to others.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

Retently

MARCH 11, 2025

Data drives their decisions by monitoring NPS, CSAT, CES, and return trends, they identify pain points and push for actionable improvements. Step 1: Reviewing Key KPIs (CSAT, NPS, CES, and More) CX isnt just about gut feelings its about data-driven decisions. NPS (Net Promoter Score) : Would you recommend us?

CX 120

CX Customer Experience Net Promoter Score NPS 120

InteractionMetrics

FEBRUARY 20, 2025

Your Net Promoter Score (NPS) isntjust another numberits a direct reflection of customer trust and customer loyalty. A high NPS means happy customers who are eager to spread the word about your business, fueling growth and strengthening your brand reputation. Now, were here to share that knowledge with you.

NPS 52

NPS Net Promoter Score Customer Satisfaction Social Media 52

Uniphore

JUNE 16, 2021

10 Agent Assist Superpowers That Reduce AHT and Boost NPS on Day 1. ??? Many contact centers, therefore, have opted to favor outcome metrics such as First Contact Resolution or Net Promoter Score, with secondary emphasis on AHT. 3 Ways to Boost FCR and Reduce Customer Churn with AI & RPA.

NPS 147

NPS Net Promoter Score Contact Center AI 147

Lumoa

FEBRUARY 9, 2023

Artificial Intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. With AI, you can get answers to most of your “why” questions. Why is NPS ® going up or down?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Retently

AUGUST 5, 2024

Welcome to The Ultimate Guide to the Best B2B NPS Software of 2024 ! Let’s dive in and understand why NPS (Net Promoter Score) is such a big deal and how the right software can make all the difference. We know that choosing the right NPS software can be overwhelming, with so many options out there.

NPS 105

NPS B2B Net Promoter Score Actionable Insights 105

Lumoa

JANUARY 11, 2022

What Is an NPS Software? It is vital for companies to know if their clients and customers are happy with their service and products, and NPS solutions are one of the best ways to find out. Net Promoter Score is a benchmark for customer loyalty that tells how your customers understand your business and feel about it.

NPS 97

NPS Net Promoter Score Sentiment Analysis Text Analytics 97

Uniphore

NOVEMBER 11, 2021

Today, conversational AI is helping businesses capitalize on every customer interaction across every channel. Using conversational AI to automate ACW improves the experience for both your customers and your agents, while driving efficiency and accuracy.

Net Promoter Score 130

Net Promoter Score Contact Center Finance NPS 130

SurveySensum

MARCH 1, 2024

A retail company, MagnetHome enthusiastically embraced the Net Promoter Score and started measuring customer loyalty. They gathered all the responses diligently but stumbled into the “Everyone’s-the-Same” trap – treating all scores equally. 6 Common Rookie Mistakes in Net Promoter Score Analysis 1.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Customer Satisfaction 52

RateMyService

APRIL 22, 2025

What the board isnt going to get is why we need to spend so much on an AI chatbot. So bring out the big guns and show them themoney : Show them that boosting your Net Promoter Score (NPS) by 10 points could lift revenue by 15% a year, based on your customerdata. We all get it. Market growth?

Net Promoter Score 52

Net Promoter Score Gambling Finance NPS 52

Retently

MARCH 17, 2025

Key Metrics to Include: CSAT/NPS Trends : Did customer satisfaction shift? Impact of CX Initiatives : Are new self-service tools, AI chatbots, or policy changes reducing ticket volume? customer sentiment via NPS, CSAT, CES) How has our customer retention rate changed year-over-year? Refund & Return Rates : Are they rising?

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

Uniphore

JANUARY 21, 2022

Conversational AI and automation are rapidly modernizing today’s healthcare consumer experience. Using real-time data—including emotion, sentiment and intent analysis—AI-powered systems are substantially shortening and simplifying complex patient and member journeys. And patient satisfaction counts. out of 100.

Healthcare 147

Healthcare Net Promoter Score CX Artificial Intelligence 147

SurveySensum

FEBRUARY 7, 2025

Do you find yourself switching between multiple tools to run NPS surveys? What if your NPS surveys could automatically sync with the tools youre already using? Thats possible with NPS integration. Real-Time Feedback, Real-Time Action Slow resolutions lead to unhappy customers and low NPS scores.

NPS 52

NPS Customer Feedback Outlook E-commerce 52

CX Accelerator

OCTOBER 25, 2018

Naturally, Customer Experience and AI were on the tip of everyone’s tongue. Summarized below are a few of the most popular trends coming out of the conference… Most of us are not ready for AI. The AI revolution is truly at the doorstep of Customer Service…and it will change the face of the industry forever. NPS still has value.

CX 140

CX Net Promoter Score NPS Contact Center 140

Lumoa

JUNE 4, 2018

Finnish SaaS company Lumoa , which provides AI-powered customer experience analytics software for medium and large sized companies across the Nordics, has announced €650 000 in funding. The investment was led by Icebreaker.vc, along with serial entrepreneur Ali Omar and Business Finland.

Net Promoter Score 113

Net Promoter Score AI Customer Experience Machine Learning 113

Lumoa

NOVEMBER 8, 2017

The most widely used customer experience metric NPS (check what Net Promoter Score is about and how to use it for your company) actually gives all the necessary ingredients for the actionability. In many companies, customer experience is measured, but the results are not actionable. All of this takes both time and money.

Customer Feedback 110

Customer Feedback Net Promoter Score AI Machine Learning 110

Intercom, Inc.

MAY 22, 2019

To understand the voice of the customer , companies need to measure three critical points in the user experience: onboarding effort, support satisfaction and an overall net promotion score that measures relationship health. It’s time for product teams to go from being revenue-led or product-led to being customer-led.

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

Lumoa

APRIL 7, 2022

Net Promoter Scores are always an interesting topic of conversation, and industry NPS benchmarks even more so. A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction. So, without further ado… Why is NPS important?

NPS 78

NPS Net Promoter Score CEM Customer Loyalty 78

Retently

AUGUST 12, 2024

That’s where NPS (Net Promoter Score) comes in. In this guide, we’ll walk you through the best NPS software for Ecommerce and Retail so you can pick the one that’s right for you and start making those customers smile! So, what is NPS ? But what is the difference between product reviews and NPS surveys ?

NPS 80

NPS Retail Net Promoter Score Touchpoint 80

ClientSuccess

MAY 25, 2023

ClientSuccess launches SmartCS , its groundbreaking AI-driven solution designed to empower customer success managers and executives with data-driven insights, optimized workflows, prescriptive recommendations, and intelligent actions. ClientSuccess sets the standard for being powerfully simple and simply powerful.

Net Promoter Score 81

Net Promoter Score AI Unstructured Data NPS 81

Uniphore

NOVEMBER 16, 2021

Using conversational AI to automate ACW improves the experience for both your customers and your agents, while driving productivity and accuracy. Poor promises management directly affects your call handling times, wait times, customer satisfaction, and loyalty as measured by your Net Promoter Score (NPS).

Net Promoter Score 130

Net Promoter Score Contact Center Artificial Intelligence NPS 130

InteractionMetrics

NOVEMBER 21, 2024

Prioritize the Right Metrics Avoid over-relying on generic scores like Net Promoter Score (NPS). Technology’s Role in Enhancing Customer Service AI and automation are revolutionizing customer service. Combine this with mystery shopping to get an unbiased view.

Customer Service 52

Customer Service Mystery Shopping Net Promoter Score Customer Journey Map 52

Lumoa

MARCH 20, 2018

artificial intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Accenture , 85% of customer interactions will be managed with AI by 2020. With AI, you can get answers to most of your “why” questions. Why is NPS ® going up or down?

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Beyond Philosophy

MARCH 19, 2020

For us, value typically means how much people are going to spend, the amount of market share the company has, the perception of the brand, improvements in the Net Promoter Score® (NPS), or customer satisfaction score, and so on. AI Seems to Be the Least of Your Worries. To be honest, I am shocked.

CX 191

CX Net Promoter Score AI Customer Experience 191

SurveySensum

DECEMBER 30, 2024

CustomerGauge is well known for its advanced capability in customer loyalty measurement via NPS; however, it doesnt have the perfect solution for every business. While it shines in NPS insights, CustomerGauge falls short in a few key areas. Heres why businesses look for CustomerGauge alternatives: 1.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Retently

JULY 11, 2018

With the advent of the Net Promoter Score ®, capturing relevant feedback has never been easier. In case you are not familiar with NPS2, we will further explore this next generation methodology, its main concepts and the factors that determined such Net Promoter Score evolution. What Is NPS2?

NPS 70

NPS Net Promoter Score CEM Social Media 70

Intercom

OCTOBER 4, 2023

But with AI transforming customer service as we know it, how should support leaders adapt their core metrics to get a true measure of success in this new era? Our own Customer Support team is already adjusting the metrics and benchmarks we use to measure success as our AI chatbot, Fin, resolves more and more of our customers’ queries.

AI 97

AI Customer Service Net Promoter Score Scorecard 97