ECXO

APRIL 10, 2024

In the context of customer experience, ‘tunneling’ could represent the ability of a business to reach customers in unexpected ways or overcome potential barriers to customer satisfaction. Such leaps often require bold, innovative thinking, and a deep understanding of customer needs and expectations.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

Helpt

MAY 31, 2024

We're at a crucial point in AI with all the focus on AI customer support and its impact on customer satisfaction. A Deeper Dive Into Poor AI Customer Support Most of us have had the fortune (misfortune) of dealing with a frustrating chatbot experience. Aligning with your customers' expected results (responses).

Customer Satisfaction 98

Customer Satisfaction AI Sentiment Analysis Customer Experience 98

Retently

MARCH 17, 2025

Key Metrics to Include: CSAT/NPS Trends : Did customer satisfaction shift? Product Launch Performance : What were the most common customer questions about the new release? Its also about understanding how customers feel. Yet the real value comes from customer comments. Thats where sentiment analysis comes in.

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

CommBox

DECEMBER 14, 2023

In the dynamic landscape of today’s fast-paced digital world, businesses are in a perpetual pursuit of cutting-edge solutions to elevate customer satisfaction. One technological innovation that has emerged as a pivotal player in revolutionizing customer service is Generative AI-powered Chatbots.

Customer Satisfaction 98

Customer Satisfaction AI Social Media Customer Loyalty 98

Fonolo

JANUARY 12, 2023

AI is Personalizing the Customer Experience . Today’s customers expect personalization. A 2022 Shopify report found that 73 % of customers expect brands to understand their unique need s and expectations. And McKinsey and Company say that 76% of customers feel disappointed when they don’t receive it. .

Artificial Intelligence 138

Artificial Intelligence Contact Center Sentiment Analysis AI 138

Intercom, Inc.

OCTOBER 22, 2020

And a recent study from Deloitte found that two-thirds of customers will switch brands entirely due to a poor customer experience. Customer expectations are higher than ever, and this acts as a forcing function, inspiring companies to think about their customers’ entire journey from acquisition to onboarding and support.

CX 218

CX Voice of the Customer Close the Loop Sentiment Analysis 218

Zonka Feedback

FEBRUARY 19, 2024

With customer expectations soaring high and businesses becoming more customer-centric, understanding the why behind every feedback response is paramount.

Sentiment Analysis 59

Sentiment Analysis Customer Satisfaction Customer Expectations 59

TeamSupport

JULY 1, 2020

Part 1 of this blog series explored the meanings of and differences between customer sentiment analysis and Customer Distress Index (CDI™)— customer sentiment analysis uses text to indicate a positive or negative tone to the communication and the TeamSupport CDI uses data to indicate whether a customer may be satisfied or frustrated.

Sentiment Analysis 59

Sentiment Analysis B2B Contact Center Customer Satisfaction 59

TeamSupport

JUNE 29, 2020

When handling customer issues at a company level, you have to manage multiple contacts per customer, multiple tickets per company, and usually multi-layered issues. That's a lot of information to keep track of, and today’s customers expect you to know what's going on at all times. Find out in Part 2.

Sentiment Analysis 59

Sentiment Analysis B2B Machine Learning B2C 59

SurveySensum

DECEMBER 2, 2024

While Confirmit (now Forsta) may be popular, it’s often cited as complex and costly, which limits the ability of many brands to be as adaptable as they need to be in response to changing customer expectations. You may find it difficult to customize the surveys or feedback tools how you want them.

Sentiment Analysis 52

Sentiment Analysis Start-ups AI Customer Feedback 52

SurveySensum

MARCH 5, 2025

Boosts Customer Retention : Identifies at-risk customers through sentiment analysis , allowing timely intervention. For example , an e-commerce company struggled with inconsistent customer service due to delayed agent reviews. Alert relevant parties to customer satisfaction risks.

Text Analytics 52

Text Analytics AI Sentiment Analysis Contact Center 52

SurveySensum

JANUARY 16, 2025

What is Qualtrics Platform Overview Qualtrics is a popular experience management tool businesses use to design their CX strategies and improve customer experience. Some of the notable byproducts of Qualtrics are Customer XM, Employee XM, Brand XM, Design XM, Core XM, and XM Dscvr. with the help of AI and ML.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Retently

OCTOBER 11, 2024

EvaluAgent Final Thoughts: Choosing the Right QA Tool When customer interactions lack consistency and quality, it can lead to dissatisfaction, lost loyalty, and even negative reviews. The challenge lies in ensuring that every touchpoint across all channels meets the high standards your customers expect.

Retail 135

Retail Scorecard Sentiment Analysis Customer Service 135

Comm100

DECEMBER 16, 2024

Customers can self-serve effectively, reducing the need for human interaction while ensuring instant clarity and consistency across inquiries. Sentiment analysis AI analyzes customer text or speech to gauge emotion and tone, categorizing interactions as positive, neutral, or negative.

Customer Service 52

Customer Service Sentiment Analysis AI Social Media 52

SurveySensum

MARCH 3, 2025

Tracking Customer Sentiments The key to making informed business decisions is to understand how customers feel about your brand, product, or service and social media is a goldmine of customer opinions. Real-Time Sentiment Tracking: Brands can monitor sentiment trends over time and detect sudden shifts in perception.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis AI 52

Zendesk

JANUARY 30, 2023

Most businesses understand that customer expectations have risen sharply over the past few years, and that when a company fails to meet those demands, the effects on the bottom line can be grievous. What is customer sentiment analysis?

Sentiment Analysis 98

Sentiment Analysis Net Promoter Score Social Media Actionable Insights 98

Hodusoft

APRIL 2, 2025

.” The irony, however, is that the contact centers of telecom companies can do better when it comes to responding to customers’ queries and resolving their issues. Be it the huge volume of contact requests or keeping up with the rising customer expectations, telecom contact centers face a wide array of issues in the present times.

Contact Center 52

Contact Center Omnichannel Sentiment Analysis Data Entry 52

Hodusoft

DECEMBER 26, 2024

A study conducted by Microsoft found that 66 percent of customers use at least three different communication channels to contact customer service. Another research by Twilio revealed that 91 percent of customers expect omnichannel communication from organizations. Read on and thank us later! The list is very long indeed.

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

Zendesk

MARCH 8, 2023

By leveraging AI and data analysis , businesses can meet this demand while providing effective, personalized support. One powerful tool that continues to evolve—the AI-powered chatbot —will play an increasingly important role in meeting customer expectations. That’s changing with AI and data analysis.

AI 98

AI Sentiment Analysis Omnichannel CX 98

SurveySensum

MARCH 26, 2025

From spotting customer sentiment in reviews to detecting fraud in financial reports, text mining helps businesses turn unstructured text into actionable insights. It is referred to as the “data preparation” stage of text analysis. SurveySensum creates a consolidated and unified view of customer data.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis Actionable Insights 52

SurveySensum

FEBRUARY 13, 2025

Send your customers newsletters, and magazine articles and let them know (You told us X and we Did XX) so they feel that you care. With SurveySensum leverage advanced sentiment analysis and text analytics to instantly decode customer emotions and pinpoint the key drivers behind your NPS score! But how can you do it?

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

Fonolo

FEBRUARY 14, 2023

Improve customer satisfaction With the right automation tools in place, improved customer satisfaction is sure to follow. Raise agent satisfaction A good call center manager knows that agent satisfaction is just as important as customer satisfaction.

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

InteractionMetrics

FEBRUARY 20, 2025

Instead of improving the customer experience, they end up frustrating customers even more. We use scientific rigor, real listening, and reciprocity to design surveys that truly measure and enhance customer satisfaction. Use cross-tab analysis to break down valuable feedback into segments.

NPS 52

NPS Net Promoter Score Customer Satisfaction Social Media 52

Win the Customer

DECEMBER 11, 2023

Net Promoter Score (NPS) A fundamental metric, NPS reflects the likelihood of customers recommending your brand to others. This indicator encapsulates overall customer satisfaction, serving as a compass for understanding the sentiment and loyalty of your customer base.

Net Promoter Score 69

Net Promoter Score Sentiment Analysis Customer Experience Predictive Analytics 69

Intercom

JANUARY 16, 2024

We’ll continue to invest deeply in AI, improving and augmenting everything Fin has to offer to help your team deliver speedier resolutions and better quality customer experiences. How Fin helps your team and customers Higher support volume, limited resources, and increasing customer expectations are putting more pressure on your support team.

AI 98

AI Customer Service Artificial Intelligence Sentiment Analysis 98

CSAT.AI

FEBRUARY 15, 2023

However, according to McKinsey, it is the human element of customer service that brings the volatility that in turn benefits from utilizing agile principles. With increasing customer demands and ever-changing technology, customer service benefits from the adaptive power of agile.

CX 98

CX Contact Center Sentiment Analysis Innovation 98

Logicalware

AUGUST 19, 2021

But agent experience is so tightly tied to customer experience that it’s impossible to successfully deliver one without the other. Below are five statistics that demonstrate just how important agent experience is to achieving customer satisfaction and reducing operating costs. Contact centre agents use an average of 8.2

Sentiment Analysis 78

Sentiment Analysis Technology Technology Engineering 78

Win the Customer

AUGUST 8, 2023

Artificial Intelligence (AI) can be a transformative tool for businesses to collect, analyze, and act upon customer feedback in real-time, leading to continuous improvement in customer experience. In today’s hyper-competitive business landscape, understanding and meeting customer expectations is paramount for success.

Customer Feedback 52

Customer Feedback Sentiment Analysis AI Artificial Intelligence 52

CSAT.AI

APRIL 26, 2023

While trying to accommodate greater demand, building infrastructure, hiring management, shifting organization and more, it’s important customer support isn’t left out. Customer satisfaction is a key factor in growth. Negative customer experiences are also responsible for enormous profit losses. trillion globally.

Customer Service 83

Customer Service Sentiment Analysis Sports Start-ups 83

CSAT.AI

NOVEMBER 2, 2022

The Gallup employee engagement meta-analysis of 2020 showed companies with high employee engagement and quality EX had 21% higher profits than those with low EX. From the same report: 83% of customers expect immediate access to service; and 78% of agents have a hard time meeting efficiency goals and providing great service simultaneously.

CX 83

CX Customer Service Non-Profits Sentiment Analysis 83

CSAT.AI

SEPTEMBER 7, 2022

If you’re going to say your customers are important to you, act like they are. You have customers who recognize when company actions don’t match company words and it smells bad. Customers expectations are changing too. . It’s time to move away from the cycle of lies in customer service to a mutually beneficial respect.

Customer Service 89

Customer Service Non-Profits Sentiment Analysis Social Media 89

Lumoa

APRIL 28, 2024

At the same time, your customers expect to get the same level of support , no matter if they reach out on Facebook or via email. Customer experience platforms make it possible to manage all the customer data in one platform and reach out to them when they need it. Which Platform Fits Your Needs?

Sentiment Analysis 78

Sentiment Analysis Compliance AI Social Media 78

Logicalware

JUNE 13, 2023

In today’s customer-centric landscape, businesses face the challenge of meeting customer expectations for convenience and automation while ensuring a seamless customer experience. This capability allows agents to provide swift and precise assistance, improving efficiency and customer satisfaction.

AI 52

AI Sentiment Analysis Machine Learning Start-ups 52

SugarCRM

JANUARY 17, 2022

This is where empathic AI solutions are coming into the picture to complement and empower sales, marketing, and service professionals on the customer front lines to detect the customer’s emotional state and intent and deliver a better customer experience.

AI 49

AI Sentiment Analysis Artificial Intelligence Customer Satisfaction 49

SurveySensum

JANUARY 16, 2025

What is Qualtrics Platform Overview Qualtrics is a popular experience management tool businesses use to design their CX strategies and improve customer experience. Some of the notable byproducts of Qualtrics are Customer XM, Employee XM, Brand XM, Design XM, Core XM, and XM Dscvr. with the help of AI and ML.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Fonolo

MARCH 9, 2023

When a customer takes time out of their day to communicate with you, it’s an excellent opportunity to turn a somewhat loyal customer into a very loyal customer, and loyal customers are more likely to praise you than make a complaint about you. If you don’t, you only give customers more ammunition to complain.

Contact Center 87

Contact Center Omnichannel Sentiment Analysis Customer Satisfaction 87

Ameyo Callversations

AUGUST 26, 2021

Any piece that you miss in the contact center eventually disturbs the experience for the customer. As a result, customer expectations are growing/evolving and becoming more demanding in the context of customer services. To accomplish this, technology can provide context and insights into the whole customer journey.

Contact Center 98

Contact Center Sentiment Analysis AI Finance 98