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

DMG Consulting

FEBRUARY 25, 2019

Service, quality management, and the customer journey will all see big gains. Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. By Donna Fluss. View this document on the publisher’s website. But this is just the beginning.

AI 48

AI Machine Learning Text Analytics Predictive Analytics 48

Lumoa

JANUARY 23, 2018

Text analytics includes a set of techniques that structure information arriving in text format— in this case, free text customer feedback. The purpose is to convert unstructured text into meaningful structured data to support business analysis and decision making. Do you see what drives customer experience?

Text Analytics 114

Text Analytics Sentiment Analysis NPS Net Promoter Score 114

Customer Experience Matrix

MARCH 3, 2017

The system can accept feeds from major advertising systems ( GoogleAdwords , Bing , Facebook Ads ), from Web analytics ( Google Analytics , Mixpanel ), and various data stores ( MySQL , Amazon Redshift and S3 , MongoDB , Apache Hive , etc.). CaliberMind has embedded a third-party data load and transformation tool to manage such inputs.

B2B 48

B2B Unstructured Data Machine Learning Structured Data 48

Confirmit

JUNE 6, 2018

Confirmit Genius is an advanced Text Analytics platform that uses the latest Machine Learning technologies to help you draw meaning from unstructured content. Gain richer insights into customer and market perceptions. Drive intelligent action to improve the customer experience.

VOE 40

VOE Text Analytics Structured Data Voice of the Employee 40

Intercom, Inc.

OCTOBER 13, 2022

For the past year, our product and engineering teams have been building game-changing features that will help you manage inbound support volume, make your work faster and easier, provide a high-quality customer experience, and help your customers get the most out of your product. The third is bot setup and management.

Start-ups 118

Start-ups Machine Learning Engineering Customer Satisfaction 118

VOZIQ

APRIL 21, 2022

This information includes customer data captured from contact center agent notes, surveys, emails, chats, and web forms. Traditional customer retention strategies only use structured data because it’s easier for their models to understand and be trained with. It enables you to only tackle the identifiable risk.

Unstructured Data 52

Unstructured Data Contact Center Text Analytics Customer Retention 52

Customer Experience Matrix

JUNE 17, 2019

That problem is the need of marketers (and others) to combine data from all sources into easily accessible customer profiles. Those profiles are needed for accurate targeting and consistent, satisfying customer experiences. Data warehouses are largely limited to structured data.

Compliance 83

Compliance Engineering Start-ups Retail 83

DMG Consulting

OCTOBER 18, 2017

Currently, there are two categories of speech analytics vendors in the market: a large group of competitors who sell basic applications that focus on identifying key words and phrases, and a smaller set of feature-rich solution providers who offer extensive business intelligence platforms that provide enterprise-level data.

Contact Center 48

Contact Center Text Analytics Artificial Intelligence Machine Learning 48

SurveySensum

MARCH 3, 2022

Studies state that companies still find it difficult to stand out in the competition based on the customer experience they provide. As per Gartner Group, 89% of the companies still compete to stay on top in the minds of customers. . VOC tools help you listen and comprehend the customer expectations, opinions, and feedback.

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

Customer Experience Matrix

JANUARY 24, 2018

Unstructured and Semi-Structured Data. This refers to loading data from unstructured or semi-structured sources such as Web logs, social media comments, voice, video, or mages. These are typically managed with “big data” technologies such as Hadoop. This usually employs some form of machine learning.

Social Media 66

Social Media Machine Learning Structured Data Technology 66

Comm100

AUGUST 21, 2018

A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience. Customer Service KPIs for Agents and Bots. Free Download] Chatbot Success: How to Save Time, Money & Effort in Customer Interactions.

Mystery Shopping 45

Mystery Shopping Mystery Shopper Net Promoter Score Customer Service 45

Comm100

AUGUST 21, 2018

A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience. Customer Service KPIs for Agents and Bots. Free Download] Chatbot Success: How to Save Time, Money & Effort in Customer Interactions.

Mystery Shopping 40

Mystery Shopping Mystery Shopper Net Promoter Score Customer Service 40

Taylor Reach Group

SEPTEMBER 29, 2020

And don’t forget Automation, Artificial Intelligence, and machine learning – all to be considered. CCaaS is a software deployment model that delivers all facets of the customer experience through vertical integration of its best features. BUSINESS ANALYTICS.

Contact Center 85

Contact Center Artificial Intelligence CRM Net Promoter Score 85

PeopleMetrics

JULY 31, 2018

The question then becomes this: how do we make sense out of these unstructured comments from customers? Unlike structured data, which are easy to display graphically or in tables, each piece of unstructured data is different—unique to each customer who took the time to provide it. Sean holds a Ph.D.

Text Analytics 79

Text Analytics VOC Unstructured Data CEM 79

SurveySensum

APRIL 15, 2025

This is where Voice of Customer (VoC) tools come into play. VoC tools allow you to discover how your customers feel about your products and services, understand their expectations, and find ways to deliver the best customer experience possible. in seconds using machine learning. But that’s not all!

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

PeopleMetrics

APRIL 22, 2025

From NPS to VoC, AI has transformed how we look at and act on customer experience. Listen or Die with AI: The AI Perspective Introduction Lesson #1 Revisited: Is AI Making Us More Customer-Centric? However, its human empathy and action that turn these insights into lasting customer connections.

AI 62

AI VOC Text Analytics NPS 62