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

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

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

SurveySensum

JANUARY 20, 2025

From social media reviews to survey responses, customer data is everywhere. 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. What is Sentiment Analysis?

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

SurveySensum

MAY 30, 2025

80% of the data businesses generate is unstructured, and a significant portion of it comes directly from customers. From social media posts and product reviews to emails and open-ended survey responses, this feedback holds valuable insights into how customers truly feel about your brand. Yes, thats almost all your data.

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning Artificial Intelligence 52

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

SurveySensum

MARCH 3, 2025

Social Media Text Analytics. But, what is it, and how does it work for social media monitoring? What is Social Media Text Analytics? Lets now understand how social media text analytics helps monitor social media. How Text Analytics Help Brand in Social Media Monitoring?

Text Analytics 52

Text Analytics Social Media Sentiment Analysis AI 52

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 494

NPS Customer Feedback Net Promoter Score B2C 494

eglobalis

MAY 13, 2025

Introduction: Traditional B2B customer surveysonce the cornerstone of customer experience (CX) feedbackare rapidly losing effectiveness. Response rates are plummeting as busy business customers tune out lengthy questionnaires, and many programs see less than 20% of invited clients responding. The payoff is richer insight.

B2B 314

B2B AI Customer Survey VOC 314

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

CSAT.AI

MARCH 13, 2023

As a customer service leader you know that providing great customer experience is essential to the success of your business. According to research it’s Gen Z that follows brands most on social media at 61% compared to 53% of Millennials and 36% of Gen X respondents. What kind of social experience are you providing?

Social Media 91

Social Media Sentiment Analysis AI Customer Feedback 91

Customer Experience Matrix

JULY 16, 2009

Summary: Alterian's purchase of Techrigy marks the first integration of serious social media management with marketing automation. Marketing automation vendor Alterian yesterday announced its acquisition of social media monitoring company Techrigy. Others are sure to follow.

Social Media 80

Social Media Engineering Sentiment Analysis Start-ups 80

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

Zendesk

JANUARY 30, 2023

There are three key pieces to the customer experience puzzle: A customer-first approach, a clear understanding of the voice of the customer (VOC) , and a company-wide determination to excel. What is customer sentiment analysis? Why is customer sentiment analysis important?

Sentiment Analysis 52

Sentiment Analysis Customer Experience VOC Social Media 52

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

SurveySensum

FEBRUARY 17, 2025

Are you still analyzing your customer feedback manually? In this digital age, where feedback can be gathered from multiple sources from social media posts to online reviews, it has become imperative that you dont miss anything as each of these customer activities can be valuable for your business.

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

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

SurveySensum

MARCH 26, 2025

The system identifies common themes – like fast delivery and poor customer support- and even determines sentiment, showing that while customers love the delivery speed, they are frustrated with support. Text Analysis , on the other hand, focuses on interpreting text data to derive meaningful conclusions.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis Actionable Insights 52

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. Think about all the customer feedback we see – tweets, reviews, comments, surveys. Sentiment Analysis: Picture this – Let’s say Apple launches its newest iPhone.

Sentiment Analysis 147

Sentiment Analysis Text Analytics Machine Learning ML 147

SurveySensum

MARCH 10, 2025

Conversational Analytics is the process of analyzing customer interactions – across chats, emails, call transcripts, surveys, and other communication channels – to extract insights, detect trends, and improve customer experience. Sentiment Analysis and Emotion Detection Words carry emotions.

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

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). keeping context intact.

Customer Service 52

Customer Service Sentiment Analysis AI Social Media 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

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

MARCH 5, 2025

Boosts Customer Retention : Identifies at-risk customers through sentiment analysis , allowing timely intervention. Positive sentiment (praise) I have an outstanding balance. Negative sentiment (potential issue) Without NLP, you might misinterpret both as positive due to the word outstanding.

Text Analytics 52

Text Analytics AI Sentiment Analysis Contact Center 52

Hodusoft

DECEMBER 26, 2024

A majority of people, who used to call customer service numbers, no longer rely on voice calls to communicate. Equipped with smartphones, they would rather prefer to send text messages, instant messages, emails, or engage through webchat or social media. ’ It’s a must-have for customer-facing organizations and BPOs.

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

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. Lets explore some important pros and cons of QuestionPro Pros: It has numerous advanced question types including conjoint and maxdiff.

CX 52

CX Sentiment Analysis Text Analytics Social Media 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. with the help of AI and ML.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Experience Investigators

OCTOBER 3, 2023

Your customers actively give clues about (or directly tell you!) how to improve their experience. A lot of customer experience teams focus on collecting surveys. Surveys can certainly help us see patterns around satisfaction, loyalty, and other key performance indicators—but customers are getting tired of them.

Sentiment Analysis 98

Sentiment Analysis Artificial Intelligence Social Media Hospitality 98

Return Customer

JULY 10, 2019

As a majority of the organizations are becoming quite adept at managing their price points and product features, one of the factors that can drag a company down is customer experience. More and more companies are finding systematic ways to invest resources for better customer service, and this will continue to happen.

Customer Service 109

Customer Service Social Media Customer Journey Map Non-Profits 109

Win the Customer

DECEMBER 11, 2023

In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. Monitoring sentiment across these channels provides invaluable insights into customer perceptions and sentiments.

Net Promoter Score 69

Net Promoter Score Sentiment Analysis Customer Experience Predictive Analytics 69

Fonolo

MARCH 2, 2023

Our influencers discuss how digital transformation is fast-tracking changes to the agent’s role, and why you need to take your customer service to social media. Customers love it. From knowledge bases to chatbots to AI-assisted tools and sentiment analysis, the impact of these tools will be profound.

Contact Center 141

Contact Center Artificial Intelligence Sentiment Analysis AI 141

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

APRIL 28, 2025

Businesses rarely have the opportunity to meet and greet customers to deliver personalized customer support. By listening to the Voice of the Customer, you can make data-driven decisions that directly improve customer experience. Here are some more benefits of listening to the voice of the customer.

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

Customer Experience Matrix

JUNE 14, 2013

Every marketer recognizes that the Web and social media could be rich sources of information about customers and prospects. Semantic engines can extract information such as executive changes and product announcements from press releases and social media profiles. An average client starts around $3,000 per month.

Sentiment Analysis 75

Sentiment Analysis Social Media Sales Engineering 75

Beyond Philosophy

JULY 18, 2020

This episode of The Intuitive Customer is a conversation with Bikram Ghosh, associate professor of marketing at the Eller College of Management at the University of Arizona, Tucson about AI in business today and what is possible for your business processes. Key Takeaways. Ghosh studies AI and its overlap with behavioral economics.

Artificial Intelligence 114

Artificial Intelligence Machine Learning Sentiment Analysis AI 114

Confirmit

MARCH 5, 2017

It integrates with Confirmit Horizons™, our flexible, multi-channel solution for Customer Experience, Employee Engagement and Market Research programs. Confirmit Genius employs state-of-the-art statistical analysis techniques for analyzing items of text (such as survey verbatims, social media posts, etc.)

Sentiment Analysis 40

Sentiment Analysis Text Analytics Social Media Voice of the Employee 40