Confirmit

DECEMBER 12, 2018

One of our resident CX experts, Phil Durand, Director of Customer Experience Management was at the event to share his view on how we can use the growing complexity to drive better customer experiences. The first hurdle is in identifying the problem and this is where technology can help.

CX Transformation 49

CX Transformation Technology Technology CX 49

Lumoa

APRIL 3, 2018

That time, customer experience management was still unknown to the most of the business doers. Soon after, NPS gained popularity and used to be implemented everywhere: from customer service interaction to every individual customer touchpoint. That's where text analytics technologies come into play.

Net Promoter Score 126

Net Promoter Score NPS Touchpoint Text Analytics 126

SurveySensum

JANUARY 20, 2025

Sentiment analysis is the process of analyzing open-ended feedback using AI technologies like natural language processing, machine learning, and text analytics. It is part of a great umbrella of text mining called text analysis. So, is it worth the investment? Lets dive in and explore. What is Sentiment Analysis?

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

Experience Investigators

APRIL 23, 2024

CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Understanding Customer Experience Management (CEM) Let’s start at the beginning.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Lumoa

APRIL 13, 2020

With the modern technologies available today, such as speech-to-text and artificial intelligence (AI) it’s possible to automatically generate insights from calls, Interactive Voice Response (IVR) surveys, and post-call surveys. How do you generate customer insights from voice data?

Text Analytics 78

Text Analytics Artificial Intelligence Machine Learning Social Media 78

Lumoa

JULY 10, 2018

However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer. Companies receive real time feedback in massive volumes, if they only start listening to their customers. And yet still, acting on the customer feedback is hard.

Customer Experience 113

Customer Experience NPS Text Analytics Customer Satisfaction 113

Lumoa

NOVEMBER 29, 2021

However, when it comes to actual customer experience management , things get difficult. It is not too difficult to listen to the customer. Companies receive real-time feedback in massive volumes if they only start listening to their customers. And yet still, acting on the customer feedback is hard.

Customer Experience 97

Customer Experience NPS Text Analytics Customer Satisfaction 97

Lumoa

JANUARY 11, 2022

Both these steps of building the Voice of Customer-program are essential for its success. However, when debating survey vs. analytics, professionals often forget why they started the customer experience management program in the first place.

NPS 97

NPS Net Promoter Score Sentiment Analysis Text Analytics 97

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Analytics was once the domain of a few experts, but today the power of analytics is available to a much wider audience.

Customer Experience 78

Customer Experience CX Net Promoter Score Unstructured Data 78

SurveySensum

NOVEMBER 11, 2021

SurveySensum is an AI-powered end-to-end customer experience management platform that facilitates SMEs and growth-stage businesses to act effectively on your feedback. . When you have too many customer personas and a huge audience pool, you need to manage it. Text Analytics. Text Analytics.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. How to take actions on customer experience?

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

PeopleMetrics

FEBRUARY 25, 2022

This complete introduction to CX will review everything you need to hit the ground running: Customer Experience FAQ. Benefits of Customer Experience. CX Management and High-Impact Customers. The Customer Experience Management Process. How to Improve Your Customer Experience.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

SurveySensum

DECEMBER 4, 2024

This can lead to delays in addressing customer concerns, which could be damaging. Use text analytics to understand common themes in customer comments. These technological advancements showcase USAA’s focus on reducing customer effort and addressing evolving needs.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

PeopleMetrics

JANUARY 28, 2021

it's evolved as an industry, and it's obviously become much more technology-driven, and we've certainly followed that and invested a lot in technology. just building on what you said, Kirk, is - you know, technology definitely has changed the whole industry, without a doubt, but the acceptance. I would call it. What was the.

CX 62

CX Pharmaceutical Start-ups Text Analytics 62

PeopleMetrics

JANUARY 18, 2022

Plus, individualized feedback allows you to quickly step in to correct any issues that customers have experienced and that have affected their perception of your business. And over the long run, our tools, customizable surveys, intuitive reporting, and text analytics let you actively generate from your incoming customer feedback.

Customer Satisfaction 62

Customer Satisfaction Pharmaceutical Net Promoter Score Customer Feedback 62

Lumoa

APRIL 28, 2024

Medallia expanded its capabilities with its acquisition of Mindful , the global leader in contact center callback technology in 2022. Customer service representatives can use Medallia to hear and respond to customer feedback, report the action taken, and whether or not the issue has been resolved.

Sentiment Analysis 78

Sentiment Analysis Compliance AI Social Media 78

Lumoa

SEPTEMBER 11, 2023

In the 1970s and 1980s, when the field was still in its infancy, customer experience was hardly a factor in determining which goods consumers bought. You also need to engage with real customers in the market. Connect with your existing customer base through surveys and feedback forms. From a global market worth $9.5

Customer Experience 78

Customer Experience Net Promoter Score NPS Start-ups 78

Lumoa

SEPTEMBER 11, 2023

In the 1970s and 1980s, when the field was still in its infancy, customer experience was hardly a factor in determining which goods consumers bought. You also need to engage with real customers in the market. Connect with your existing customer base through surveys and feedback forms. From a global market worth $9.5

Customer Experience 78

Customer Experience Net Promoter Score NPS Start-ups 78

SurveySensum

OCTOBER 3, 2024

Are you truly listening to the voice of your customers ? SurveySensum is the one customer experience management tool that can help you answer these questions. It analyzes website feedback to enhance user experience, navigation, and page quality. Best Features AI-driven text analytics for in-depth feedback analysis.

Engineering 52

Engineering Text Analytics Start-ups Touchpoint 52

SurveySensum

AUGUST 22, 2024

SurveySensum SurveySensum is an AI-enabled customer experience management tool that stands out for its data security and privacy and strict adherence to the HIPAA Act of 1996. Now that we understand what makes a tool HIPAA compliant, let’s see some top trending HIPAA compliant survey tools. And the best part? G2 Rating : 4.4/5

Healthcare 52

Healthcare Legal Compliance Start-ups 52

SurveySensum

FEBRUARY 11, 2022

This AI-powered end-to-end customer experience management software is an ideal alternative to Medallia. One, it is best for SMEs and developing-stage companies who avidly want to listen to their customers and act on their feedback. . Basically, they help you make customer feedback more actionable. ? Text Analytics.

Close the Loop 52

Close the Loop Touchpoint NPS Customer Feedback 52

Qualtrics

MARCH 6, 2019

Simply having a customer experience management program is no longer a competitive advantage on it’s own – when it comes to competing on experiences, it’s table stakes. 91% said improving customer experience is a top 3 priority for their company. The good news is that customers don’t even expect that.

CX 24

CX Customer Experience Social Media Text Analytics 24

SurveySensum

DECEMBER 1, 2021

It should blend effortlessly with your technology, workflows, and communications. The tool offers real-time customized dashboards to take quick actions and make improvements. Plus, you can instantly send surveys using its powerful integration with customer relationship management tools like Salesforce. Survey Templates.

NPS 52

NPS Net Promoter Score Sentiment Analysis CRM 52

SurveySensum

NOVEMBER 23, 2023

It should blend effortlessly with your technology, workflows, and communications. Text Analytics Software The innovative Text and Sentiment Analysis technology automatically extracts quantitative data from unprocessed, qualitative information to discover patterns and trends within the text.

NPS 52

NPS Net Promoter Score Sentiment Analysis Social Media 52

Qualtrics

AUGUST 11, 2020

Use executive dashboards to create engagement: Consider giving executives access to results dashboards where they can filter, search, and drill into specific segmentation, such as information broken out by NPS , persona , solution, and customer-owners.

Text Analytics 26

Text Analytics CX NPS Start-ups 26

SurveySensum

NOVEMBER 22, 2024

Ease of Use We all know that Qualtrics is a powerful customer experience management tool, however, beginners may find its interface complex or difficult to navigate. 5) InMoment Large enterprise-level companies In-app surveys Customer segmentation Custom reporting and dashboard Contact their team for details 4.7 (5)

Text Analytics 52

Text Analytics Sentiment Analysis NPS Actionable Insights 52

SurveySensum

NOVEMBER 25, 2024

While Medallia is a powerful tool for customer experience management , it’s not always the perfect fit for every business. What is Medallia – The Introduction Medallia is one of the pioneers in customer and employee experience management. Using Medallia for your CX goals? Why Do Companies Use Medallia?

Text Analytics 52

Text Analytics NPS Sentiment Analysis Customer Feedback 52

SurveySensum

NOVEMBER 26, 2024

SurveySensum – Platform Overview SurveySensum is an AI-enabled customer experience management software that provides end-to-end CX solutions that help you take prioritized actions impacting your bottom line and driving business growth. . → Looking for alternatives to Medallia that will match your needs and requirements?

Sentiment Analysis 52

Sentiment Analysis Text Analytics Machine Learning AI 52