Heart of the Customer

NOVEMBER 6, 2014

We’ve all heard of car salespeople, retail employees and restaurant staff who game the system. Now combine gaming with survey fatigue. So many of us are becoming customer-obsessed, that we each send out more and more surveys. But you don’t have to look to the future to find the potential behind text analytics.

Text Analytics 92

Text Analytics VOC NPS Gaming 92

SurveySensum

APRIL 11, 2025

According to Bain & Company, 80% of management teams think they offer quality customer experience, when in reality, only 8% of their customers are satisfied. Key driver analysis eliminates this guesswork and helps you make decisions backed by real customer behavior data.

Key Driver Analysis 52

Key Driver Analysis Text Analytics Sentiment Analysis NPS 52

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. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience.

Customer Experience 78

Customer Experience CX Net Promoter Score Unstructured Data 78

SurveySensum

FEBRUARY 13, 2025

Customer experience has moved from being a competitive differentiator to a key business imperative. Companies that lead in customer experience are now outperforming laggards by nearly 80%. NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

SurveySensum

SEPTEMBER 11, 2024

The future of customer experience is no longer being driven just by who is making a better product but also by who will create a better and more memorable experience. So, let’s see what your customers are demanding and how to meet and exceed them. Creating digital experiences at every touchpoint is just not enough.

Predictive Analytics 52

Predictive Analytics AI Customer Experience Text Analytics 52

VOZIQ

DECEMBER 17, 2020

Workplace disruptions and increased queries are a problem for most businesses, which is why AI is a game-changer for companies that want to ride out these challenging times. Without the ability to manage COVID-19-related challenges, organizations can face both service gaps and customer dissatisfaction.

Customer Retention 98

Customer Retention Text Analytics AI Engineering 98

Lumoa

SEPTEMBER 11, 2023

For a company to grow, it needs to convert one-off customers into regular patrons. And the only way to keep them coming back for more is to provide a customer experience that they would like to revisit. In customer experience, as with any other business endeavor, failure to plan is planning to fail.

Customer Experience 78

Customer Experience Net Promoter Score NPS Start-ups 78

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

CX Journey

MARCH 13, 2019

The report saw nearly 270 responses from the CX community, with each participant providing insight on the trends, challenges, and investments shaping customer experience. The real challenge comes in when rationalising outlay to improve the brand’s customer experience based solely on predictions of increased future revenue.

Customer Experience 60

Customer Experience Pharmaceutical NPS Text Analytics 60

Lumoa

SEPTEMBER 11, 2023

For a company to grow, it needs to convert one-off customers into regular patrons. And the only way to keep them coming back for more is to provide a customer experience that they would like to revisit. In customer experience, as with any other business endeavor, failure to plan is planning to fail.

Customer Experience 78

Customer Experience Net Promoter Score NPS Start-ups 78

SurveySensum

JANUARY 16, 2025

But, lets not get ahead of the game and explore each tool to see how they differ from each other and which one aligns the best with your CX goals and needs. What is Qualtrics Platform Overview Qualtrics is a popular experience management tool businesses use to design their CX strategies and improve customer experience.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

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. Why Look for Confirmit Alternatives?

Sentiment Analysis 52

Sentiment Analysis Start-ups AI Customer Feedback 52

Lumoa

OCTOBER 15, 2023

It’s clear that overwhelming customers with frequent, long surveys aren’t a practical strategy. Our research – “ State of Customer Experience 2023 ” showed that 37.5% And it might be wise to put a cap on how many survey invites a single customer receives annually. Lengthy surveys?

Customer Feedback 78

Customer Feedback Text Analytics Hospitality Hospitality 78

SurveySensum

JANUARY 31, 2024

In this customer experience industry, the one question that’s asked of me the most is – What do I do to keep my clients happy? And the occasional troublemakers who keep your customer support team on their toes. Efficient Protocols: Implement streamlined customer service protocols to minimize downtime.

Gaming 52

Gaming Net Promoter Score Customer Satisfaction Social Media 52

SurveySensum

NOVEMBER 13, 2023

Because 62% of this population will also abandon their shopping experience with you if they encounter any negative experience. Now, you might be wondering, ‘How can I amp up my mobile CX game?’ Well, the answer lies in tapping into customer feedback , and what better way to do that than with a robust customer feedback tool ?

Customer Experience 52

Customer Experience Text Analytics NPS Start-ups 52

SurveySensum

SEPTEMBER 23, 2024

Find out in our crisp read, where we’ve narrowed down 10 of the top customer experience tools. What is a Customer Experience Tool? It’s like having a high-tech dashboard that tracks how your customers interact with your brand and helps you turn those interactions into actionable insights.

CX 52

CX Customer Experience Social Media Text Analytics 52

Execs In The Know

MAY 4, 2023

In a recent conversation with April Obersteller, Director of Global Experience at woom, she shared how the brand approaches employee experience (EX) and customer experience (CX), its strategy for connecting with customers, and the “Magic Moments” that set children up for a lifetime of happy cycling.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

SurveySensum

DECEMBER 4, 2024

It asks the customers how likely they are to recommend the company’s products or services to others, typically on a 5 or 11-pointer scale. And an NPS score can be from -100 to 100 and can provide insights into a bank’s overall customer experience. Enhance Digital Experience: Digital banking is becoming more prevalent.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

Confirmit

MAY 18, 2020

What was looking like it could be a 4-6-week struggle is now clearly a global game-changer. The role of customer experience in some organizations has been placed in limbo, and I’ve heard from some CX teams that as there are no longer customers traveling, feedback is not a top priority.

CX 59

CX Text Analytics Government Gaming 59

InteractionMetrics

APRIL 12, 2016

First, many executives don’t know there are research methods for systematically and efficiently unpacking customer comments. Certainly, executives know that they could read comments or apply software-based text analytics—but what’s really needed to unpack meaning is intelligent text analysis.

Text Analytics 45

Text Analytics Non-Profits Customer Survey Actionable Insights 45

SurveySensum

JANUARY 17, 2024

Ensure the questions resonate with the customer’s experience and send surveys at moments when they can engage with them effectively. These practices, along with robust customer satisfaction software are game-changers, significantly boosting response rates and yielding actionable feedback. Let’s get started.

Customer Satisfaction 52

Customer Satisfaction Text Analytics Actionable Insights Gaming 52

DMG Consulting

MAY 8, 2017

Gamification solutions apply the concepts of games and challenges to motivate, engage and reward employees and customers. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

Contact Center 48

Contact Center Text Analytics Innovation Customer Relationship Management 48

DMG Consulting

MAY 7, 2018

KM facilitates collaboration among departments, which improves the customer experience. The ability to break down departmental silos and gather information across the enterprise is a game-changer that will benefit the entire organization.”.

Artificial Intelligence 48

Artificial Intelligence Contact Center Text Analytics AI 48

CX Journey

MARCH 13, 2019

The report saw nearly 270 responses from the CX community, with each participant providing insight on the trends, challenges, and investments shaping customer experience. The real challenge comes in when rationalising outlay to improve the brand’s customer experience based solely on predictions of increased future revenue.

Customer Experience 32

Customer Experience Pharmaceutical NPS Text Analytics 32

DMG Consulting

SEPTEMBER 29, 2022

Historical speech analytics is considered essential in many contact centers, and text analytics is delivering critical insights into the burgeoning volume of text-based interactions. Real-time solutions are game-changers for improving performance,” said Donna Fluss, President of DMG Consulting.

Contact Center 48

Contact Center Outlook Text Analytics Actionable Insights 48

DMG Consulting

AUGUST 3, 2018

Robotic process automation is a game-changer for the economy, said Donna Fluss, President of DMG Consulting. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Innovation 48

DMG Consulting

JUNE 11, 2019

It provides the game-changing innovation that is opening doors to unlimited new possibilities in many fields. As customer demand for outstanding and personalized service increases, so does the cost of delivering it. AI is playing an increasingly influential role in today’s world.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Machine Learning 48

SurveySensum

OCTOBER 11, 2023

It excels in several key areas, including seamless integration capabilities , round-the-clock customer support with an impressive 98% retention rate, transparent pricing, and limitless survey customization options. It offers instant hot alerts on negative feedback aka detractors , allowing you to quickly respond to customer concerns.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Net Promoter Score NPS 52

SurveySensum

DECEMBER 25, 2023

They’re like lifesavers, reducing customer churn and protecting customer experience. Revelations from Customer Feedback After sending surveys, they received eye-opening responses, especially to the question, “Why did you give this score?” With text analytics software , they dug deeper into customer feedback.

Retail 52

Retail NPS Text Analytics Customer Feedback 52

DMG Consulting

MARCH 31, 2019

The new paradigm of “platform as a service” means that customized solutions can be created and deployed quickly; application programming interfaces (APIs) are being used to build out functional capabilities. The leading CBCCI vendors recognize that AI is the future of contact center technology.

Contact Center 48

Contact Center Machine Learning Text Analytics Predictive Analytics 48

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). The pressure is rising for businesses to step up their CX game.

Sentiment Analysis 78

Sentiment Analysis Compliance AI Social Media 78

DMG Consulting

APRIL 16, 2019

It’s not just about productivity improvements, but game-changing innovation that is opening up doors to new possibilities. Enterprises increasingly recognize the need to listen to customers and prospects across voice and digital channels to obtain a comprehensive view of their experiences. of capturing feedback from customers.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48

SurveySensum

DECEMBER 19, 2023

You can customize these surveys to ask specific questions related to your products or services. The idea is to gather fresh insights that can help you improve customer experience. Essentially, they’re a direct line to your customers’ thoughts. This real-time data collection is a game-changer for businesses.

Text Analytics 52

Text Analytics Gaming Customer Feedback Start-ups 52

VOZIQ

JULY 18, 2022

Although churn is inevitable and depends on various factors, proactive customer engagement can help significantly lower it. It will help you detect discomfort or an issue early in the customer lifecycle. Text analytics also uncovers insights into customer sentiments and intent. Leverage AI and machine learning.

Machine Learning 40

Machine Learning Text Analytics Customer Retention Contact Center 40

VOZIQ

JULY 18, 2022

Although churn is inevitable and depends on various factors, proactive customer engagement can help significantly lower it. It will help you detect discomfort or an issue early in the customer lifecycle. Text analytics also uncovers insights into customer sentiments and intent. Leverage AI and machine learning.

Machine Learning 40

Machine Learning Text Analytics Customer Retention Contact Center 40

SurveySensum

SEPTEMBER 14, 2023

Text Analytics Software : Gain valuable insights from open-ended responses with the tool’s text and sentiment analysis capabilities. With its versatile surveys and real-time insights, it elevates your feedback game. Your next click could be a game-changer for your app!

Social Media 52

Social Media Start-ups Sentiment Analysis Actionable Insights 52

SurveySensum

JANUARY 16, 2025

But, lets not get ahead of the game and explore each tool to see how they differ from each other and which one aligns the best with your CX goals and needs. What is Qualtrics Platform Overview Qualtrics is a popular experience management tool businesses use to design their CX strategies and improve customer experience.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52