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Delete, Ignore, Snub or Engage? How Mature Companies Should Tackle Negative Social Media Feedback Analyses

eglobalis

To combat this, companies can benefit from tools such as sentiment analysis, Customer Data Platforms (CDPs), and other social media analytics that assess the emotional tone and urgency of complaints. This not only closes the loop but also demonstrates a commitment to solving problems.

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AI and Real-Time Tech vs. Traditional CX Surveys: Who Will Win the Upcoming Battle?

eglobalis

This article examines in detail how businesses in both B2B and B2C contexts are leveraging AI, sentiment analysis, voice-of-customer (VoC) platforms, predictive analytics, and streaming data to capture customer insights in the moment. When an insight is identified (e.g.,

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Text Analytics vs Sentiment Analysis: Key Differences & Applications

SurveySensum

Amongst many in the market, two techniques stand out Text analysis and Sentiment Analysis. What is Sentiment Analysis? Sentiment analysis , also called opinion mining, is a specialized form of text analysis that focuses on detecting the emotional tone behind a piece of text. What They Analyze?

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Lesson #22 Revisited: Start Small with Transactional VoC—You’ll Thank Me Later

PeopleMetrics

However, complex issues and high-value customers still require human intervention in a traditional close the loop process. Automated Sentiment Analysis AI can instantly categorize open-ended responses, identifying themes and emotions without the need for manual coding.

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Nate Brown on why proactive CX is the next competitive battleground

Intercom, Inc.

Paul Hagen, a former CX Analyst at Forrester, says that a breakdown in CX often occurs for one of two reasons – a lack of strategy or poor execution that fails to close the loop from customer feedback to action. In fact, despite the many opportunities CX affords, studies show that 93% of CX initiatives are actually failing.

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Qualtrics vs SurveyMonkey: A Detailed Comparison for 2025

SurveySensum

Their support involves, but is not limited to the following: Self-help articles and videos Omnichannel support experience via Email, Live Chat, Phone Support, etc Dedicated CX Manager Implementation support Onsite support CX consultation Text Analysis Qualtrics : Qualtrics offers text and sentiment analysis tools only on its advanced levels.

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QuestionPro vs Qualtrics: Which CX Tool Is Right For You?

SurveySensum

Analytics and Reporting Qualtrics : Qualtrics provides advanced analytics and reporting features, including predictive analysis, text and sentiment analysis, and advanced statistical analysis (like regression, cluster, and correlation analysis). However, these advanced features come with an additional cost.

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