CX Accelerator

FEBRUARY 12, 2018

It’s also important to capture the employee’s voice as employees have very valuable data to share. The voice of the employee is such an underutilized tool to help drive customer experience improvement. 3) Empower customers to provide feedback. 4) Tell a complete story with your data.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

Intercom, Inc.

FEBRUARY 13, 2020

. “So we’ve seen companies who have basically re-centralized their data into cloud data warehouses, and that is the source of truth. It’s a system of record, and they’re marrying together both the unstructured data and the structured data to do really interesting marketing.”.

Unstructured Data 181

Unstructured Data Omnichannel Machine Learning Structured Data 181

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. Spot trends over time : Are more customers unhappy after a recent update?

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

Sprinklr

JULY 12, 2021

Access to advanced artificial intelligence (AI) on a unified customer experience management (Unified-CXM) platform. At any given instance, this AI engine processes millions of unstructured and structured data points ingested from myriads of channels and software applications.

CXM 96

CXM Artificial Intelligence Machine Learning Structured Data 96

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. To remind you a bit of what it is and what it does, text analytics uses transforms unstructured text into structured data that’s actually useful for business decisions.

Sentiment Analysis 147

Sentiment Analysis Text Analytics ML Machine Learning 147

SurveySensum

OCTOBER 15, 2024

For example, in a customer satisfaction survey, quick responses help maintain engagement and improve customer experience. Start with closed-ended questions for structured data and follow up with open-ended questions for deeper insights.

Structured Data 52

Structured Data Start-ups Net Promoter Score Customer Satisfaction 52

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

Customer Experience Matrix

JUNE 22, 2015

As the Tealium diagram implicitly indicates, a pure tag manager doesn’t need to permanently store much data. the system tracks individuals. The “i” in “iDMP” stands for individual, which pretty much says it all.

Predictive Analytics 106

Predictive Analytics Structured Data Start-ups CRM 106

SurveySensum

APRIL 16, 2025

Smarter marketing, better sales, and a customer experience that keeps people coming back. Everything you need to convert your CRM into a data powerhouse – types, questions, use-cases, best practices, and more. Maintaining CRM Data Accuracy: Your CRM only performs as good as the data it contains. The result?

CRM 52

CRM Customer Feedback NPS Touchpoint 52

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

SurveySensum

FEBRUARY 24, 2025

Both Work With Unstructured Data : Both text and sentiment analysis deals with unstructured customer data and feedback, such as texts, emails, surveys, social media conversations, online reviews, etc. Both techniques transform raw text into structured data that can be analyzed for patterns and trends.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Machine Learning 52

Customer Experience Matrix

SEPTEMBER 6, 2018

But it does mean that the vendors may be able to meet CDP data requirements, even if you need more than their MDM module to do it. Another likely differentiator is that MDM systems run on SQL databases and work with structured data. This is the best way to manage standardized entity attributes.

Unstructured Data 79

Unstructured Data Structured Data Government Start-ups 79

Execs In The Know

APRIL 12, 2024

Get rich insights by mining every word of every conversation to deeply understand why customers are contacting you, how each call was resolved, and where you need to improve, automate, or enhance your customer experience. The right generative AI transcription + summary solution does exactly that.

AI 52

AI Contact Center Structured Data Artificial Intelligence 52

Customer Experience Matrix

SEPTEMBER 21, 2012

I also saw broader use of Hadoop to handle all this new data: as you probably know, Hadoop effectively handles large volumes of unstructured and semi-structured data, so it’s a key enabling technology for data expansion.

Structured Data 82

Structured Data Social Media Technology Technology 82

Lumoa

FEBRUARY 16, 2023

A voice of the customer (VoC) is the process of gathering customer feedback to discover what they need, want, and expect from you. The goal is to better understand your customers, earn their trust, and improve customer experience. Thanks to the Internet, customer feedback has never been so accessible.

VOC 88

VOC Unstructured Data Customer Feedback Voice of the Customer 88

VOZIQ

FEBRUARY 25, 2022

To overcome this challenge, business leaders must ensure that customer retention functions as one solution comprising a combination of skills and resources, and campaign management, monitoring, and measurement, all governed from a single point. Most importantly, the relevant customer experience and retention departments must work together.

Structured Data 40

Structured Data Unstructured Data ML Customer Retention 40

Execs In The Know

MARCH 14, 2025

A happy customer. This is the reality of AI in customer experience (CX), not cold automation but technology that makes people better at what they do. Heres what sets this certification program apart: Use AI to create experiences that feel personal, not robotic. The result? A confident employee.

AI 52

AI CX Structured Data Innovation 52

Confirmit

JUNE 6, 2018

It is tightly integrated with Confirmit Horizons, our comprehensive, multichannel Voice of the Customer (VoC), Voice of the Employee (VoE), and Market Research platform, so you can easily combine structured data from surveys with the depth of insight and unprecedented level of detail available only in open-ended feedback.

VOE 40

VOE Text Analytics Structured Data Voice of the Employee 40

Customer Experience Matrix

MAY 9, 2024

This shows more clearly the distinction between common data warehouse functions, which are rarely gaps (such as loading structured data) and CDP-specific functions (such as connections to advertising media, anonymous-to-known profile conversations, and end-user data access).

Structured Data 62

Structured Data 62

Customer Experience Matrix

JUNE 7, 2007

Of course, I was coming at it from the opposite direction, specifically suggesting that data matching technologies would help to improve searches of unstructured data. The article is suggesting that a search application (Semantic Web) would help to integrate structured data.

Unstructured Data 48

Unstructured Data Structured Data Technology Technology 48

Customer Experience Matrix

FEBRUARY 21, 2012

The Web has created new demands to handle unprecedented data volumes and semi-structured data. The result has been an explosion of companies using new techniques for managing and analyzing huge data volumes. These are exciting times in the world of analytical systems.

Unstructured Data 69

Unstructured Data Structured Data Start-ups Technology 69

Customer Experience Matrix

MARCH 3, 2019

Informatica lays out the contrast quite nicely: they characterize MDM as limited to highly governed, structured data that delivers the “best version of the truth” about master objects (customers, products, supplier, etc.), It illustrates the difference between MDM and CDP.

Unstructured Data 82

Unstructured Data Machine Learning Artificial Intelligence Government 82

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

Gainsight

SEPTEMBER 5, 2021

That is why many companies are turning toward customer success platforms to provide the structure, data analytics, and other features they need to measure the performance of their channel partners in delivering for their customers. Why weave channel partner customer experience data into your customer success platform?

Scorecard 52

Scorecard Structured Data Start-ups Customer Feedback 52

Customer Experience Matrix

JUNE 28, 2010

Saffron generally relies on external systems to identify entities within source data, classify them into the specified categories, and report their associations to Saffron. Saffron can load structured data as well. Saffron runs on a 64 bit “soft appliance” that distributes its data over clusters of server drives.

Technology 67

Technology Technology Artificial Intelligence Structured Data 67

Confirmit

DECEMBER 14, 2016

Customer experience has hit the mainstream and with 2017 just around the corner, it’s time to start thinking about what the next developments will be for CX professionals. We’ll also look at the integration of unstructured and structured data to bring insights to life to inspire employees.

CX 40

CX Predictive Analytics Structured Data VOC 40

Customer Experience Matrix

AUGUST 18, 2018

Reality: It’s a reasonable simplification to describe a CDP as packaged software that builds a customer-centric Data Warehouse. But a Data Warehouse is almost always limited to highly structured data stored in a relational database.

Unstructured Data 76

Unstructured Data Structured Data Technology Technology 76

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

CommBox

JUNE 4, 2024

Implementing AI-Enhanced Customer Support Centres The transition to an AI-enhanced customer support centre is a strategic journey. Businesses need high-quality, precise, structured data—the cornerstone for accurate predictive modelling.

Predictive Analytics 52

Predictive Analytics AI Artificial Intelligence Structured Data 52

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.

Unstructured Data 52

Unstructured Data Contact Center Text Analytics Customer Retention 52

Customer Experience Matrix

NOVEMBER 24, 2016

The system is also powerful in being able to connect to nearly any type of data stream, including social, mobile, and Internet of Things devices as well as traditional structured data. I won't go into details of other Decision Hub components, but they’re equally advanced. million but incremental revenue was $362 million.

Predictive Analytics 54

Predictive Analytics Structured Data Engineering Sales 54

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

Customer Experience Matrix

AUGUST 2, 2018

Arm seems a less likely CDP buyer than Salesforce but made clear their goal is to use Treasure Data o manage Internet of Things data. That’s an excellent fit for Treasure Data’s technology, which is very good at handling large volumes of semi-structured data.

Structured Data 48

Structured Data Technology Technology AI 48

Customer Experience Matrix

OCTOBER 8, 2007

Nearly all the proprietary marketing databases used some version of an inverted (now more commonly called “columnar”) database structure. In such a structure, data for each field (e.g., Customer Name) is physically stored in adjacent blocks on the hard drive, so it can be accessed with a single read.

Structured Data 48

Structured Data Technology Technology 48

DMG Consulting

FEBRUARY 25, 2019

Leading organizations are combining self-service with live agent support to pre-engineer effortless service experiences. Speech and text analytics provide essential input into the CJA process by capturing spoken and written conversations and converting them into structured data for analysis.

AI 48

AI Machine Learning Text Analytics Predictive Analytics 48

Gainsight

MAY 23, 2023

At its tenth annual Pulse conference last week, Customer Success (CS) platform Gainsight unveiled a new product designed to digitally connect the various fragments of customer experience, oriented around CS and supported by a new company-wide licensing option. We can actually write an incredible executive summary.”

AI 59

AI Start-ups B2B Structured Data 59

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