SurveySensum

AUGUST 14, 2024

Not just that, the tool comes with AI-enabled text analytics software that helps businesses analyze the feedback and respond to it with relevant and helpful responses. The tool is highly recommended for B2C companies. When it comes to ticketing management automation is very powerful.

CX 52

CX Social Media Start-ups AI 52

PeopleMetrics

FEBRUARY 25, 2022

Here are a few trends we're seeing : Increased investments in AI technology, like text analytics and automated service recovery, to streamline elements of the CX process. For example, B2B and B2C voice of customer programs have several critical differences to understand as you start collecting data. CX metrics and KPIs.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

SurveySensum

AUGUST 23, 2023

Use tools like Text Analytics to analyze qualitative feedback for recurring keywords and sentiments. Here’s an example of how a B2C company, Olay communicated the resolved issue with its customers in an unique way. Focus on addressing concerns or enhancing features that affect a large portion of your customer base.

Net Promoter Score 52

Net Promoter Score NPS Customer Satisfaction Text Analytics 52

PeopleMetrics

JANUARY 31, 2025

When I first wrote Listen or Die , one thing was clear: B2B and B2C VoC programs are not the same. But what has changed is how AI is transforming both B2B and B2C VoC, helping companies capture insights more efficiently, analyze feedback at scale, and prioritize the right actions faster than ever before. That hasnt changed.

VOC 98

VOC B2C B2B AI 98

1 to 1

AUGUST 30, 2021

Conversational intelligence According to Forrester, conversational intelligence tools, like speech & text analytics and other voice-of-customer technology, “use natural language processing to capture unstructured data from remote spoken conversations between sellers and buyers.

B2B 29

B2B Sales Unstructured Data Text Analytics 29

PeopleMetrics

MARCH 6, 2025

Customers often like these short surveys because they're quick and painless, and companies like them because they generate high response rates (often 30%+ for B2C and 50%+ for B2B). Even if you're willing to trust text analytics to fill in gaps, relying heavily on AI to interpret a single open-ended question is risky.

Net Promoter Score 117

Net Promoter Score Text Analytics NPS Actionable Insights 117

PeopleMetrics

JUNE 4, 2019

Are they businesses ( B2B ) or consumers ( B2C )? B2B companies usually have a smaller number of customers (typically called “clients”) who often pay a significant amount for products or services, while B2C companies usually have many customers with a lower comparative price point. In B2C, business is mainly transactional.

VOC 122

VOC B2C B2B CEM 122

PeopleMetrics

JANUARY 24, 2022

Over the past few years, I have noticed 3 key trends that have shaped the work we do going forward: Massive investments in Artificial Intelligence (AI) – from text analytics to automated service recovery, the CX industry has embraced AI. But first, a quick perspective on the CX industry.

CX 90

CX Artificial Intelligence B2B Text Analytics 90

SurveySensum

OCTOBER 23, 2024

Exploring the NPS Scores in B2C Domain Now, let’s have a look at the different industries within the B2C domain. It is an AI-enabled end-to-end CX solution that enables you to close the feedback loop and make informed decisions with meticulously crafted NPS surveys and advanced AI-driven text analytics.

NPS 52

NPS E-commerce Transportation Healthcare 52

SurveySensum

NOVEMBER 22, 2024

Customizable survey editor with DIY capabilities Survey sharing and gathering via multiple channels Advanced and AI-enabled text and sentiment analytics Advanced and analytical reporting capabilities Role-based analytical survey dashboards Real-time ticketing management $99 per month 4.6 (5) 5) Promoter.io 5) Promoter.io

Text Analytics 52

Text Analytics Sentiment Analysis NPS Actionable Insights 52

SurveySensum

NOVEMBER 25, 2024

Also, the tool is better suited for beginners as it lacks some advanced capabilities, like less advanced text analytics software. Limited Advanced Text Analytics Capabilities The text analytics feature of Medallia is not robust enough to accommodate thousands of feedback.

Text Analytics 52

Text Analytics Sentiment Analysis NPS Customer Feedback 52