eglobalis

JULY 2, 2024

This simplicity overlooks the complexity of customer relationships and experiences, failing to capture nuanced feedback crucial for improving overall customer satisfaction. This approach ensures a comprehensive evaluation of customer experience efforts, fostering continuous improvement and adaptation to evolving customer expectations.

NPS 456

NPS Customer Feedback Net Promoter Score B2C 456

eglobalis

JULY 31, 2024

By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty. Similarly, the LATAM, NAM and EMEA, with their distinct market dynamics and customer expectations, are greatly benefiing from tailored MarTech strategies to enhance CX.

Customer Experience 430

Customer Experience Social Media Predictive Analytics AI 430

eglobalis

AUGUST 19, 2024

Value Enhancement Score (VES) assesses how well a product or service meets customer needs and enhances their value. This metric helps companies align their offerings with customer expectations and drive long-term loyalty.

NPS 440

NPS Net Promoter Score VOC Actionable Insights 440

PeopleMetrics

FEBRUARY 20, 2025

When I wrote about omnichannel feedback collection in " Listen or Die ," I emphasized the importance of gathering customer feedback across all touchpoints consistently. Today, this principle remains crucial, but artificial intelligence has dramatically expanded both our capabilities and our customers' expectations.

Omnichannel 103

Omnichannel AI Artificial Intelligence Sentiment Analysis 103

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.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

Execs In The Know

NOVEMBER 6, 2024

Additionally, DataScribe’s capabilities include real-time sentiment analysis that gauges customer emotions as they shift during the conversation. This sentiment-tracking feature identifies trends in customer mood—whether positive or negative—and provides context for follow-up interactions.

Customer Retention 52

Customer Retention Sentiment Analysis Contact Center Compliance 52

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

Retently

MARCH 17, 2025

Its also about understanding how customers feel. Thats why the best CX reports balance quantitative data (stats, graphs, trends) with qualitative insights (customer feedback, sentiment analysis, and real examples). Yet the real value comes from customer comments. Thats where sentiment analysis comes in.

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

Callminer

APRIL 20, 2018

As a CX leader, you also need to know which technologies will help you achieve your core objectives in managing the customer experience. Adopt Technologies That Align with Your Customers’ Expectations. Adopt Technologies that Align with Your Customers’ Expectations.

Contact Center 186

Contact Center Customer Experience Machine Learning Artificial Intelligence 186

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

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

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

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

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 134

Retail Scorecard Sentiment Analysis Customer Service 134

SurveySensum

MARCH 10, 2025

With 95% of customers stating that good experiences drive loyalty, brands cant afford to ignore real-time insights from conversations. Because simply understanding customer expectations is no longer enough; in todays competitive landscape, you need to anticipate and exceed them to build lasting loyalty. Wrapping Up!

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

SurveySensum

JANUARY 16, 2025

Moreover, SurveySensum provides advanced features like reporting, dashboarding, and analysis with AI capabilities like machine learning models, GenerativeAI, etc enabling you to go beyond written words and take proactive measures to predict customer expectations and avoid any future issues. with the help of AI and ML.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 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

SurveySensum

MARCH 26, 2025

Businesses use it for fraud detection, legal analysis, and cybersecurity to uncover critical insights that aren’t immediately visible. Text Analysis , on the other hand, focuses on interpreting text data to derive meaningful conclusions. SurveySensum creates a consolidated and unified view of customer data.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis Actionable Insights 52

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. Ongoing learning is also essential.

Customer Service 52

Customer Service Sentiment Analysis AI Social Media 52

SurveySensum

MARCH 5, 2025

Boosts Customer Retention : Identifies at-risk customers through sentiment analysis , allowing timely intervention. This insight allowed them to fix the bug quickly, reducing complaints and improving customer experience. Lets now understand how contact center text analytics software works.

Text Analytics 52

Text Analytics AI Sentiment Analysis Contact Center 52

PeopleMetrics

FEBRUARY 27, 2025

Heres how: Predictive Issue Identification AI can analyze early pilot responses and flag recurring customer issues before they become systemic, allowing businesses to proactively address problems before they lead to churn. This allows teams to focus on the most critical feedback. AI can recommend, but humans must refine.

VOC 62

VOC Close the Loop Sentiment Analysis AI 62

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

OCTOBER 29, 2024

Different Types of Contact Center Analytics There are different types of analysis that fall under the contact center analytics umbrella that can be applied to the customer center data and insights. It also identifies recurring issues customers mention, enabling you to address these proactively. Let’s understand each of them.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

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

Helpt

MAY 31, 2024

Ideally, a good customer satisfaction solution involves Understanding your customer's issues (these can be categorized as quick prompts). Aligning with your customers' expected results (responses). Asking if the chatbot's support benefited the customer (next steps).

Customer Satisfaction 98

Customer Satisfaction AI Sentiment Analysis Customer Experience 98

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!

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

Comm100

OCTOBER 19, 2022

But you can only deliver that positive value by making sure your chatbot features offer the best possible customer experience. The right chatbot features combine to create a tool that meets customer expectations and delivers prompt answers to questions. 6 Sentiment Analysis. 7 Chatbot Marketing.

Sentiment Analysis 98

Sentiment Analysis Artificial Intelligence Omnichannel AI 98

Logicalware

AUGUST 19, 2021

68% of customers expect brands to demonstrate empathy, but just 37% receive it. While chatbots and self-service channels are growing in popularity, customers today still want a human touch. different systems and tools to resolve customer interactions. Contact centre agents use an average of 8.2

Sentiment Analysis 78

Sentiment Analysis Engineering Technology Technology 78

Win the Customer

DECEMBER 11, 2023

Social Media Sentiment Analysis In today’s digital age, social media platforms serve as forums where customers express their experiences openly. Monitoring sentiment across these channels provides invaluable insights into customer perceptions and sentiments.

Net Promoter Score 69

Net Promoter Score Sentiment Analysis Customer Experience Predictive Analytics 69

Fonolo

FEBRUARY 14, 2023

It’s as simple as saving their place in the virtual queue, and automatically deploying a call-back to the customer when a live agent becomes available. Because your customers expect to be able to reach you on their preferred type of channel — this can include chat, email, social media, and more.

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

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

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

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

CSAT.AI

FEBRUARY 15, 2023

With more in-depth customer knowledge, teams are able to create and continually adapt agile feedback requests that are targeted and more likely to receive a response. This agile model is in-keeping with customer expectations. According to the 2023 Zendesk CX Trends Report , 61% of customers are interested in immersive CX.

CX 98

CX Contact Center Sentiment Analysis Innovation 98

SugarCRM

JANUARY 3, 2022

Using AI to identify how customers feel—so customer-facing professionals can understand and respond in real-time—has many organizations prioritizing humans and bots working together to bring out each other’s best capabilities. In turn, that also augments the overall experience for customers.

AI 52

AI Sentiment Analysis Artificial Intelligence CX 52