SurveySensum

FEBRUARY 24, 2025

When the world is rapidly turning towards AI, businesses are relying on advanced techniques to extract valuable insights customer reviews, social handles, emails, chats, surveys, and whatnot. Amongst many in the market, two techniques stand out Text analysis and Sentiment Analysis. What is Sentiment Analysis?

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Machine Learning 52

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. The state of a customer’s satisfaction or dissatisfaction can instantly influence the state of the business.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

ECXO

JUNE 11, 2024

A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko As we have explored, AI is fundamentally transforming the employee experience, touching every aspect from recruitment and onboarding to learning, development, and day-to-day engagement.

Sentiment Analysis 334

Sentiment Analysis AI Predictive Analytics Machine Learning 334

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn.

NPS 461

NPS Customer Feedback Net Promoter Score B2C 461

Callminer

APRIL 20, 2018

Customer experience (CX) is evolving. As a CX leader, you also need to know which technologies will help you achieve your core objectives in managing the customer experience. As a CX leader, you also need to know which technologies will help you achieve your core objectives in managing the customer experience.

Contact Center 186

Contact Center Customer Experience Machine Learning Artificial Intelligence 186

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis. Customer feedback is a precious resource for understanding what’s effective and what needs improvement.

Sentiment Analysis 78

Sentiment Analysis AI Machine Learning Social Media 78

Execs In The Know

AUGUST 12, 2024

But behind all of the technical buzz, it’s important toconsider, how are your customers feeling at each stage of the buyer’s journey? Sentiment analysis offers a practical way for businesses to monitor and respond to customer emotions within seconds. What Is Sentiment Analysis?

Sentiment Analysis 52

Sentiment Analysis CX AI Machine Learning 52

Zonka Feedback

OCTOBER 25, 2023

Introducing customer sentiment analysis - a window into the innermost thoughts of the customer. But what exactly, is sentiment analysis, and more importantly, how it can boost customer experiences? TL;DR Customer sentiment analysis enables businesses to understand their customer's thoughts.

Sentiment Analysis 59

Sentiment Analysis Machine Learning Social Media Customer Feedback 59

Callminer

MAY 27, 2020

By aggregating data from the various channels that a customer has used to contact the company, contact centers can create more detailed customer profiles. These enhanced customer profiles open the door to a wide variety of improvements in predictive support which often help to better the customer experience (CX).

Contact Center 207

Contact Center Sentiment Analysis Machine Learning AI 207

SurveySensum

DECEMBER 30, 2024

ChurnZero B2B, SaaS Proactive customer engagement with real-time interactions Automated health score monitoring for predictive insights Data-driven decisions with key CX metrics Automated playbooks for scalable engagement $12,000 annually 4.7 Top 10 CustomerGauge Alternatives in 2025 1. Top 10 CustomerGauge Alternatives in 2025 1.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

SurveySensum

FEBRUARY 17, 2025

In simple terms, text analytics tools leverage machine learning, NLP, and other AI capabilities to break down unstructured data from customer feedback, online reviews, customer support chat, etc. This helps extract meaningful insights from the feedback by identifying recurring patterns, themes, and sentiments.

Text Analytics 52

Text Analytics Sentiment Analysis Social Media Machine Learning 52

Lumoa

JANUARY 8, 2024

And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI). AI tools are changing the way we analyze customer feedback. .’ It’s a common goal, after all.

Sentiment Analysis 147

Sentiment Analysis Text Analytics ML Machine Learning 147

Helpt

MAY 31, 2024

Improving customer satisfaction through AI involves not just fixing immediate issues, but also understanding and anticipating customer needs. Ideally, a good customer satisfaction solution involves Understanding your customer's issues (these can be categorized as quick prompts). What Should We Look Forward to?

Customer Satisfaction 98

Customer Satisfaction AI Sentiment Analysis Customer Experience 98

Fonolo

JANUARY 12, 2023

More personalization and better customer experience . Improved agent experience . 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.

Artificial Intelligence 138

Artificial Intelligence Contact Center Sentiment Analysis AI 138

ECXO

MARCH 24, 2024

1710668672319 AI in Customer Experience – should I stay, or should I go? One area where AI has already made a significant impact though is in customer experience. The concept of hyper-personalization, which involves creating a personalized experience for each customer, has become a reality, thanks to AI technologies.

AI 156

AI Customer Experience Social Media Machine Learning 156

SurveySensum

OCTOBER 29, 2024

However, traditionally customer interactions and agent performance at this touchpoint were handled manually which often leads to inefficiencies and missed opportunities when it comes to streamlining this touchpoint and improving customer experience. That’s where contact center analytics comes into play. Well, not anymore.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

SurveySensum

MARCH 5, 2025

Boosts Customer Retention : Identifies at-risk customers through sentiment analysis , allowing timely intervention. It goes beyond just converting speech to text – it adds context, detects sentiment, and derives meaning using AI and machine learning. Human communication is complex.

Text Analytics 52

Text Analytics AI Sentiment Analysis Contact Center 52

SurveySensum

MARCH 3, 2025

Social media text analytics is the process of analyzing text-based data from social media platforms using technologies like NLP, machine learning, and AI to extract meaningful insights. This process helps you understand brand mentions, customer sentiments, emerging trends, and competitor strategies. Lets find out!

Text Analytics 52

Text Analytics Social Media Sentiment Analysis AI 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. This makes it an ideal choice!

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 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

Intercom, Inc.

MAY 22, 2019

It’s all part of a customer-centric philosophy that emphasizes empathy and self-awareness over a staid corporate vision. Deepa joined me for a chat about everything from ways to prioritize customer experience to going all-in on machine learning. What’s keeping companies from prioritizing customer experience?

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

Comm100

DECEMBER 16, 2024

For many, its the sweet spot where they can optimize agent bandwidth, while also expanding the support channels available to customers. In this piece, well do a deep dive on customer service automation and the impact that it can create on the overall customer experience (CX).

Customer Service 52

Customer Service Sentiment Analysis AI Social Media 52

Beyond Philosophy

JULY 18, 2020

He believes that the future of Customer Experience management and the way to foster customer-driven growth is AI, and here’s why: AI is machine intelligence driven by algorithms. By taking stimuli from an external environment, called inputs, machines try to predict the outcome. There are many types of AI.

Artificial Intelligence 114

Artificial Intelligence Machine Learning Sentiment Analysis AI 114

SurveySensum

FEBRUARY 6, 2025

What is QuestionPro Platform Overview QuestionPro is a cloud-based survey and research software platform used for creating, distributing, and analyzing customer feedback in real time. SurveySensum : SurveySensum’s AI-enabled text and sentiment analysis allows businesses to identify and act on recurring trends in customer feedback.

CX 52

CX Sentiment Analysis Text Analytics AI 52

SurveySensum

MARCH 26, 2025

Enhances Decision-Making : It helps businesses make data-driven decisions based on real customer feedback, social media trends, and more. And companies that leverage data analytics, are 23 times more likely to acquire customers and 6 times more likely to retain them. Text Classification : Categorizes text into predefined groups (e.g.,

Text Analytics 52

Text Analytics Social Media Sentiment Analysis Actionable Insights 52

Aquire

JULY 1, 2021

That’s one of the reasons this tech has grown in popularity — and for customer experience in particular. In a world where businesses try to engage their customers on a personal level across digital touchpoints, virtual assistants and AI tools make effective (and cost-efficient) allies. Machine learning (ML).

AI 125

AI Artificial Intelligence Machine Learning ML 125

Fonolo

FEBRUARY 16, 2021

Voice-biometrics and AI-powered real-time analysis are both technologies we expect to blossom in the coming years. Amazon announced that their highly lauded ‘Contact Lens’ sentiment analysis would now be available in real-time, alongside tiered biometric identification inbuilt. Scheduled Conversations.

Technology 134

Technology Technology Contact Center Sentiment Analysis 134

Qualtrics

NOVEMBER 19, 2021

What is sentiment analysis? Sentiment analysis is a powerful tool for monitoring and understanding contextual sentiment for any customer, employee, product, or brand experience. Why is sentiment analysis important? And this is where sentiment analysis algorithms come into play.

Sentiment Analysis 26

Sentiment Analysis Machine Learning Social Media Engineering 26

Fonolo

FEBRUARY 2, 2023

Statistical machine learning This type of automation technology focuses on analyzing and mapping patterns in your customer and data, agent activity, and much more. In short, call center automation makes it easier for agents to resolve customer issues in a single interaction.

Contact Center 140

Contact Center Sentiment Analysis AI Legal 140

Beyond Philosophy

AUGUST 25, 2022

Providing proactive experiences is part of the future I see for Customer Experience , a side effect of Customer Science. For those who read this newsletter, you know that Customer Science is where we have a convergence of artificial intelligence (AI), data, and behavioral sciences. Defining Proactive.

Contact Center 147

Contact Center Artificial Intelligence Sentiment Analysis Start-ups 147

Fonolo

JUNE 7, 2018

It’s interesting that three of the five deals below are related to “analytics” or “intelligence” of customer behavior. That’s emerging as a key frontier in the broader world of customer interaction management. In February, it acquired Altocloud which provides a cloud-based customer journey analytics package. Plus So Much More!

Machine Learning 79

Machine Learning Sentiment Analysis AI Technology 79

Lumoa

MARCH 12, 2023

How important is customer experience, really? Ask most business leaders and they’ll tell you customer experience (CX) is essential. Everyone and their mother knows that keeping your customers happy and investing in the relationship they have with your business will help you grow. The result? Higher brand loyalty.

Customer Experience 78

Customer Experience Customer Journey Map Sentiment Analysis NPS 78

Experience Investigators

FEBRUARY 20, 2024

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. for engaging with customers on a more personal level, ensuring they feel truly understood. AI can be a worthy partner.

Voice of the Customer 98

Voice of the Customer VOC AI Artificial Intelligence 98

CommBox

JULY 11, 2024

AI in customer service encompasses those artificial intelligence technologies that mechanise and optimise customer interaction. It includes applications like chatbots, sentiment analysis tools, and predictive analytics. Benefits of AI in Customer Service AI has many practical advantages in customer service.

Sentiment Analysis 52

Sentiment Analysis AI Artificial Intelligence Predictive Analytics 52

Lumoa

JANUARY 23, 2018

The purpose is to convert unstructured text into meaningful structured data to support business analysis and decision making. Topic analysis reveals topics that are most talked about. Sentiment analysis involves analyzing subjective material and extracting attitudinal information. Example on categories and sub-categories.

Text Analytics 114

Text Analytics Sentiment Analysis NPS Net Promoter Score 114

Experience Investigators

MAY 7, 2024

Why Customer Experience Leaders Need to Develop an AI Strategy Today (Even if You’re Not Ready) Artificial intelligence is so ingrained in our daily lives that it’s now unavoidable — and evolving rapidly! As customer experience leaders, it’s our responsibility to learn how we can apply AI to transform our customer experiences.

AI 52

AI Artificial Intelligence Sentiment Analysis Customer Experience 52

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 78

Customer Experience ML Social Media CX 78