eglobalis

MARCH 4, 2025

According to Forrester, conversational AI especially with new generative AI has emerged as one of the top technologies delivering relative fast ROI, with the biggest impacts in e-commerce, sales, and customer service and experience. In practice, the most effective customer experiences blend cutting-edge AI with timely human support.

AI 199

AI Sentiment Analysis Contact Center Healthcare 199

eglobalis

MARCH 18, 2025

Emotional Intelligence and Empathy Customers facing distressing situations, such as service outages or personal grievances, seek empathetic responses. AI, despite advancements in sentiment analysis, often falls short in delivering genuine empathy.

AI 355

AI Artificial Intelligence CX Legal 355

InteractionMetrics

MARCH 13, 2025

Sentiment analysis reveals the emotions your customers feelbut knowing how they feel is only useful if you know why they feel the emotion in the first place. If you want to improve customer experience, you need more than just emotional data. What Is Customer Sentiment Analysis?

Sentiment Analysis 52

Sentiment Analysis Customer Experience Machine Learning Social Media 52

Callminer

MARCH 10, 2015

What can companies do to take actionable steps to improve the customer experience? Here are 3 ways sentiment analysis can uncover your company’s reputation and meet customer needs.

Sentiment Analysis 182

Sentiment Analysis Customer Experience 182

ECXO

OCTOBER 23, 2024

Customer Service + AI = Customer Success 3.0 In the current extremely competitive (and sometimes even aggressive) market landscape, in which the power of the purchasing decision is in the hands of the customers and that quality and agility have become a given, organizations strive to provide exceptional customer experiences.

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves.

Customer Experience 428

Customer Experience Social Media Predictive Analytics AI 428

ECXO

AUGUST 12, 2024

MarTech-Driven Transformation: Navigating the Future of Customer Experience Introduction In today’s fiercely competitive business landscape, delivering a superior customer experience (CX) is not just an advantage—it’s essential. Created by DALL-E with all rights reserved to ECXO.org.

Customer Experience 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

SurveySensum

JANUARY 20, 2025

With the right tools and techniques, analyzing your survey data can reveal not just what your customers are saying, but how they truly feel about your products, services, and brand as a whole. Thats where sentiment analysis comes in – turning raw feedback into actionable insights. What is Sentiment Analysis?

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

Uniphore

DECEMBER 14, 2021

For Cisco partners, this means they can resell and upsell, bringing additional customer experience innovation and value to their customers. These types of advances are transforming customer experience across contact centers for global enterprises. .”

Sentiment Analysis 264

Sentiment Analysis Customer Experience ML Contact Center 264

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

Customer Think

APRIL 30, 2021

Staying on top of what customers are saying about your brand through voice and digital channels is a complex task that’s made simpler by artificial intelligence (AI) powered sentiment analysis.

Sentiment Analysis 101

Sentiment Analysis Artificial Intelligence AI Customer Experience 101

Lumoa

MAY 9, 2023

In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. As a result, organizations can boost customer satisfaction and loyalty, paving the way for sustained revenue growth. In addition, you’ll learn how to use sentiment analysis to drive emotional impact.

Sentiment Analysis 78

Sentiment Analysis Customer Feedback Customer Experience Actionable Insights 78

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

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 453

NPS Customer Feedback Net Promoter Score B2C 453

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

ECXO

JUNE 11, 2024

Employee Engagement and Well-being AI’s ability to monitor employee sentiment and personalize well-being programs is a game-changer for maintaining high levels of engagement and satisfaction. The AI chatbot also conducts sentiment analysis to gauge employee morale and proactively addresses potential issues.

Sentiment Analysis 334

Sentiment Analysis AI Predictive Analytics Machine Learning 334

PeopleMetrics

FEBRUARY 13, 2025

No matter how talented you are as a customer experience or market research professional, you need a team to build and sustain a world-class Voice of the Customer (VoC) program. In this lesson, were focusing on the internal help youll need. (In In the next blog post, I focus on Lesson 16 in the age of AI and external partners.)

VOC 109

VOC Legal AI Sentiment Analysis 109

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

Retently

MARCH 17, 2025

Each of these reports serves a different purpose, but they all share one goal: improving the customer experience and driving business growth. A good CX report pulls data from multiple sources to give a full 360 view of your customer interactions. Its also about understanding how customers feel. Whats frustrating them?

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

Callminer

MARCH 2, 2020

Speech analytics solutions provide valuable insights on first call resolution and other metrics, as well as sentiment analysis that can reveal insights about why some inquiries aren’t resolved on the first call. Consistently solving customers’ problems on first contact is tricky, but not impossible.

Sentiment Analysis 291

Sentiment Analysis Customer Satisfaction Start-ups Technology 291

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

Helpt

MAY 31, 2024

This means moving beyond basic transactional data to incorporate behavioral insights, sentiment analysis, and real-time feedback to offer truly personalized support. Empathy is King AI chatbots often lack the emotional intelligence to handle complex customer emotions and scenarios effectively. What Should We Look Forward to?

Customer Satisfaction 98

Customer Satisfaction AI Sentiment Analysis Customer Experience 98

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

Inside Customer Service

NOVEMBER 9, 2023

The sentiment score provides some more granular insight. When you plot out the data, it shows few customers experience emotional extremes. Finding 2: Agents are usually helpful Customer service reps are supposed to help customers have a better experience. What if you don't have a sentiment analysis tool?

Customer Survey 209

Customer Survey Sentiment Analysis Customer Satisfaction Customer Service 209

SurveySensum

FEBRUARY 17, 2025

stop words, special characters) and structures the text for analysis. Text Categorization : AI categorizes feedback into predefined topics or custom tags, such as product issues, service complaints, or feature requests. These dashboards should: Display sentiment analysis visually using graphs, heatmaps, or trend charts.

Text Analytics 52

Text Analytics Sentiment Analysis Social Media Machine Learning 52

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

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

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

Fonolo

MARCH 16, 2023

KPIs monitor just about everything that happens in a contact center: workflow, scheduling, attendance, agent performance , and customer satisfaction. Or signals that pinpoint places to improve the customer experience, reduce friction and optimize for efficiency.

Contact Center 151

Contact Center Sentiment Analysis NPS Customer Satisfaction 151

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

Retently

OCTOBER 11, 2024

By integrating these tools into your operations, you transform routine customer exchanges into opportunities for building stronger relationships and driving better outcomes. Let’s explore the best Customer Service Quality Assurance tools that can elevate your customer experience to the next level.

Retail 134

Retail Scorecard Sentiment Analysis Customer Service 134

Lumoa

JANUARY 8, 2024

This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. Sentiment Analysis: Picture this – Let’s say Apple launches its newest iPhone. Customization: Is it possible to tailor the software to your specific requirements?

Sentiment Analysis 147

Sentiment Analysis Text Analytics ML Machine Learning 147

Intercom, Inc.

OCTOBER 22, 2020

Today, numerous studies echo this sentiment: a recent report from Forrester found that brands with a superior customer experience bring in 5.7 And a recent study from Deloitte found that two-thirds of customers will switch brands entirely due to a poor customer experience. Experience engineering.

CX 218

CX Voice of the Customer Close the Loop Sentiment Analysis 218

CSAT.AI

OCTOBER 5, 2022

In the case of this article, it is to improve customer experience and agent performance. The more enjoyable or positive result oriented a nudge is for your customers, the more successful it will be. The aim is to make those preferred choices beneficial to the chooser. Use the Feel Good Principle Nudging for CX.

Customer Experience 96

Customer Experience Sentiment Analysis AI CX 96

SurveySensum

MARCH 3, 2025

One of the major applications of text analytics is to shift through thousands of reviews and conversations on social media to extract relevant information and recurring pain points, enabling brands to take action in real-time and boost their customer experience and engagement digitally.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis AI 52