Remove Close the Loop Remove Sentiment Analysis Remove VOC
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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.

AI 357
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From Asking to Knowing: How AI Is Replacing B2B Customer Surveys—Not If, but When

eglobalis

Pre-testing questions and shortening survey length can improve the experience (addressing a common failure that only 4% of VoC programs pre-test surveys. CX professionals must be ready to act on alerts and close the loop faster than ever. Sending fewer, more focused surveys is a start quality over quantity.

B2B 310
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Lesson #22 Revisited: Start Small with Transactional VoC—You’ll Thank Me Later

PeopleMetrics

So, youve launched a relationship survey, set a CX baseline, and now youre ready to dive into transactional VoC. This is where VoC starts driving serious business resultsreducing churn, improving social reviews, and even generating new leads. Implement a full-scale, omnichannel transactional VoC program across every touchpoint.

VOC 62
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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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How to Improve Your Net Promoter Score (NPS): Comprehensive Strategies for Success

SurveySensum

Suggested Read: Discover what NPS survey questions you should ask in your next NPS survey STEP 5: Review your VOC dashboard and analyze the performance of your product or service at all touchpoints. To achieve the same, deep dive into the customers open responses and run text and sentiment analysis. But how can you do it?

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15 Best SurveyMonkey Alternatives & Competitors [2025]

SurveySensum

It offers a wide range of advanced capabilities like AI-enabled text and sentiment analysis tools to identify top customer sentiments and complaints, advanced reporting to better understand your data, and analytical dashboards for better visualization. And not just that. Is SurveyMonkey no longer free?

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Lesson #2 Revisited: AI and the Real Meaning of CX Measurement

PeopleMetrics

In Listen or Die , I wrote about a common misconception: that CX measurement (or Voice of the Customer, VoC) is the same as market research (MR). CX measurement, or VoC, is about real-time, continuous listening and acting on customer feedback from identified customers. Both are critical, but they serve different purposes.