eglobalis

FEBRUARY 3, 2025

Similarly, Oracle has been using its Oracle Text Analytics tool since 2015 to analyze customer feedback from surveys, social media, and reviews. For instance, a retail client of Oracle improved its Net Promoter Score (NPS) by 15% by addressing negative sentiment identified through AI analysis.

B2B 391

B2B AI Predictive Analytics Sentiment Analysis 391

Lumoa

JANUARY 24, 2024

CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t). That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. Customer satisfaction drives key metrics like your Net Promoter Score (NPS).

Text Analytics 78

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 78

Lumoa

FEBRUARY 9, 2023

Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down? 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? What metrics should you follow?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down? With AI, you can get answers to most of your “why” questions.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down? With AI, you can get answers to most of your “why” questions.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

SurveySensum

NOVEMBER 11, 2021

Moreover, the teams’ guide you on which touchpoints to capture feedback on and which metric is suitable for your objectives such as NPS, CES, CSAT, train you or your teams on how to close the loop and guide you on how to combine business data and CX data to get buy-in from your management to take action. Text Analytics.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

SurveySensum

MARCH 15, 2024

It lets you send NPS, CES, CSAT, product, onboarding, and many VOC surveys to your customers. Examples of these surveys include NPS, CSAT, CES, SSI, and onboarding. This gives you the ability to receive real-time analytics reports on your surveys, which you can use to better understand and, if needed, adjust your strategies.

Text Analytics 52

Text Analytics NPS Outlook CX 52