eglobalis

NOVEMBER 26, 2024

Over the past few years, empathy has become a buzzword in CX conversations—and while it’s great to emphasize understanding, empathy alone is practically useless if issues in B2B or B2C experiences remain unresolved. Predictive Analytics: Empathy Through Foresight Empathy in B2B is proactive.

CX 510

CX B2B Predictive Analytics B2C 510

eglobalis

MARCH 30, 2025

For years, metrics such as the limited Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys have been the backbone of CX perceived measurements along some other metrics and data. In-app and on-site feedback are another avenue: Many B2C companies solicit feedback at the point of experience.

AI 346

AI CX Sentiment Analysis Predictive Analytics 346

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. Choose what matches your organization.

NPS 480

NPS Customer Feedback Net Promoter Score B2C 480

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

Lumoa

FEBRUARY 9, 2023

But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? The situation when B2B CX was very distant from B2C CX has been rapidly changing. Why are your customers turning away from you?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Lumoa

MARCH 20, 2018

But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? The situation when B2B CX was very distant from B2C CX has been rapidly changing. Why are your customers turning away from you?

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Lumoa

MARCH 20, 2018

But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? The situation when B2B CX was very distant from B2C CX has been rapidly changing. Why are your customers turning away from you?

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60