Zendesk

FEBRUARY 10, 2022

When it comes to optimizing the customer experience (CX) , your work is never really done. Customers who describe a company’s CX as “good” are 37% more likely to recommend it to others. While providing flawless customer experiences is a tall order, companies can set themselves apart by continually refining their CX.

Customer Experience 98

Customer Experience Unstructured Data Customer Journey Map Net Promoter Score 98

CX Journey

JULY 9, 2015

Image courtesy of karith There are many voices you need to listen to when developing your customer experience strategy. You listen to your customers and to your employees. Think those are the only voices you should be listening to in order to improve the customer experience? You do listen to them, right?

VOE 74

VOE Unstructured Data Customer Experience VOC 74

CX Accelerator

OCTOBER 9, 2018

This includes all the organic feedback not being actively solicited by an organization, such as social media posts, web reviews, emails, customer conversations, and more. When combined with structured survey data, this provides a significantly fuller picture of the customer experience. Twitter - LinkedIn -

VOC 160

VOC Unstructured Data Close the Loop Social Media 160

CX Journey

JULY 10, 2014

What is big data? and how is it used to deliver a great customer experience? Big data" has been defined in many different ways and seems to most often refer to the sheer volume of data, but for the purpose of this article, I''m going to refer to the data sources. Data must be centralized.

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

Zendesk

DECEMBER 7, 2021

A great customer experience features efficient and personalized interactions at each step of the buyer’s journey. But in order to achieve this, companies need a way to quickly analyze customer data and act on it. But what exactly does it mean to use AI throughout the customer journey? Improve customer onboarding.

AI 97

AI Customer Experience Artificial Intelligence Machine Learning 97

Callminer

APRIL 30, 2018

Because using analytics enables you to evaluate 100% of your customer interactions, you suddenly have access to a wealth of valuable information that previously had been hidden in a mountain of unstructured data. Then you can concentrate on identifying what business outcomes/KPIs are highest on their agenda.

Unstructured Data 159

Unstructured Data Customer Loyalty Sales Technology 159

Customer Experience Matrix

OCTOBER 8, 2014

Of course, analysts have always spent a lot of time on data prep and veterans will scoff at the implication that most data warehouses are pristine. But the ease of adding new feeds to big data stores, especially of unstructured data, means that users now face a “do it yourself data quality” challenge that''s much greater than before.

Unstructured Data 100

Unstructured Data Sentiment Analysis Touchpoint Social Media 100

SurveySensum

JULY 12, 2019

Customer experience management is crucial for your business. In fact, if you ignore the significance of great customer experience in your business operations then you might have to pay a price by losing your customers. Highly important.

Customer Retention 68

Customer Retention Customer Experience Management Customer Experience Unstructured Data 68

Intercom, Inc.

SEPTEMBER 9, 2022

Here are some of our favorite takeaways from the conversation: Neural networks have made significant headway in the past five years, and they’re now the best way to deal with unstructured data such as text, images, or sound at scale. Is the accuracy rate good enough to provide a good customer experience?

Machine Learning 249

Machine Learning ML Unstructured Data Start-ups 249

Sprinklr

JULY 22, 2021

But, the way customers give that feedback has shifted dramatically to digital channels like review sites, social media, and chat apps. Meanwhile, new channels are popping up all the time, and the volume of unstructured data from these sources continues to grow and grow.

Unstructured Data 98

Unstructured Data Social Media Artificial Intelligence Actionable Insights 98

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience.

Customer Experience 78

Customer Experience CX Net Promoter Score Unstructured Data 78

Customer Think

SEPTEMBER 9, 2021

InMoment bolsters set of customer experience management (CXM) solutions with latest acquisition adding robust natural language processing (NLP), and machine learning (ML) to InMoment's XI Platform.

Unstructured Data 52

Unstructured Data CXM ML Machine Learning 52

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

CX Accelerator

FEBRUARY 12, 2018

Also, there are reports that between 80-85% of information a business uses is in unstructured form. Businesses must do something with this unstructured data to use it in some purposeful way. This unsolicited feedback data can come from three places. 3) Empower customers to provide feedback.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

Shep Hyken

APRIL 8, 2022

He shares how retailers can understand the digital customer experience in the retail world. Did you know that 70% of consumers have stopped doing business with a brand following a poor customer experience? An experience through the customer’s buying journey is quite crucial and must be addressed by the retailers.

Retail 72

Retail Customer Experience Contact Center Omnichannel 72

SurveySensum

JUNE 13, 2021

Give customers a positive customer experience and they will buy more. But, what no one talks about is, how to deliver that positive customer experience? A customer experience strategy is what helps you deliver delightful customer experiences to the customers. . In a nutshell.

Social Listening 111

Social Listening CX Unstructured Data Social Media 111

CX Journey

MAY 20, 2015

Data come in all different shapes and sizes: structured, unstructured, solicited, unsolicited…oh my! A lot is written about survey data and analyzing structured quantitative data, but let’s take a look at unstructured data. What is unstructured data ?

Unstructured Data 64

Unstructured Data Text Analytics Social Media Customer Feedback 64

Hodusoft

OCTOBER 17, 2024

Superior call center technology, which leverages AI and omnichannel communication, enables companies to route incoming calls to the right agents and departments as well as to give faster and superior service to customers. That mainly happens when customers don’t get connected to the right agents at the very outset.

Omnichannel 52

Omnichannel AI Customer Service Contact Center 52

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.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 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. It is widely used in academic research, social sciences, market research, and business intelligence to process text-based data.

Text Analytics 52

Text Analytics Sentiment Analysis Social Media Machine Learning 52

Customer Experience Matrix

APRIL 9, 2007

What sets Skytide apart is its use of XML and the Xpath language to access the source data. This allows it to read both conventional structured databases and unstructured data. But it makes assembling cross channel data easy and supports analyses that are otherwise difficult.

Unstructured Data 48

Unstructured Data Customer Experience Finance Engineering 48

Uniphore

SEPTEMBER 22, 2021

Interaction analytics takes unstructured data from customer interactions across multiple channels and harnesses it to let you understand the true voice of the customer. At a minimum, the interaction analytics solution should recognize, extract, and score customer sentiment as positive, neutral, or negative.

Unstructured Data 100

Unstructured Data Contact Center Machine Learning Compliance 100

InteractionMetrics

JULY 10, 2023

Artificial Intelligence is rapidly infiltrating new markets, and the customer experience sector is no exception. While customer experience artificial intelligence is still nascent, AI for customer experience shows tremendous promise, both as a tool to measure experience and as a lever to improve it.

Unstructured Data 40

Unstructured Data B2B AI Customer Experience 40

Customer Experience Matrix

MARCH 13, 2017

The paper also covered broader trends including: Unstructured data, which they saw as a potentially bottomless source of insight. By contrast, traditional corporate data management is almost exclusively about business operations. What’s interesting is they didn’t suggest many operational uses for it.

Unstructured Data 48

Unstructured Data Artificial Intelligence Customer Experience Gaming 48

Customer Experience Matrix

SEPTEMBER 6, 2018

By contrast, CDPs work with structured, semi-structured and unstructured data which requires a NoSQL file system like Hadoop. But, again, the larger integration suites often support semi-structured and unstructured data and NoSQL databases. This is the best way to manage standardized entity attributes.

Unstructured Data 79

Unstructured Data Structured Data Government Start-ups 79

Customer Experience Matrix

SEPTEMBER 2, 2014

. - seven types of shared customer data processes , ranging from single customer view to predictive modeling to treatment selection to advanced analytics. Each process is rated on different capabilities, such as calculating scores for predictive modeling and handling unstructured data within the single customer view.

Unstructured Data 104

Unstructured Data Retail Technology Technology 104

Callminer

SEPTEMBER 14, 2020

Obtaining the proper software, developing metrics that the call center operators would be evaluated by and helping improve the customer experience by analyzing some of the main complaints and what responses work well and which ones do not. Customer Experience. There would be no operations without customers.

Compliance 182

Compliance Unstructured Data Non-Profits Technology 182

Customer Experience Matrix

SEPTEMBER 19, 2016

In the transition from campaign management to journey orchestration, marketers had to develop tools to track individuals over time, to personalize messages to those individuals, identify and optimize individual journeys, act on complete data in real time, and to incorporate masses of unstructured data.

Technology 0

Technology Technology Unstructured Data Machine Learning 0

Lumoa

OCTOBER 31, 2021

Tailored for any device, respondents can engage from anywhere through proprietary machine-learning technology that automatically detects question types and answer options, translating them into an online survey that can be reviewed and customized. Both solutions also support more than 60 international languages.

VOE 78

VOE VOC Unstructured Data Artificial Intelligence 78

Lightico

JULY 26, 2023

The digitization of the financial services sector has generated vast amounts of unstructured data in the form of documents, either PDF or images, and volumes of data that can hold valuable insights for businesses, and help make better decisions. However, extracting meaningful information from this data has been a challenge.

Artificial Intelligence 52

Artificial Intelligence Unstructured Data AI Data Entry 52

SurveySensum

SEPTEMBER 11, 2024

The future of customer experience is no longer being driven just by who is making a better product but also by who will create a better and more memorable experience. The future now stands on four pillars – data, AI, personalization, and convenience. Now how to resolve these issues?

Predictive Analytics 52

Predictive Analytics AI Customer Experience Text Analytics 52

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.), These are not found in all CDPs, which is probably one reason Informatica selected AllSight in particular.

Unstructured Data 82

Unstructured Data Machine Learning Artificial Intelligence Government 82

Sprinklr

OCTOBER 7, 2021

Competitive benchmarking can give your organization the edge to capture additional market share, increase customer retention and engagement, and provide an excellent customer experience (CX). This can slow your strategy and create missed opportunities to gain market share and grow your customer base.

Social Listening 102

Social Listening CXM Unstructured Data Social Media 102

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

SurveySensum

SEPTEMBER 5, 2024

Did you know that banks that practice customer experience optimization grow 3.2 This shift in customer experience – from being “just enough” to “wowing customers” has taken the CX industry by storm and banking and financial services are not indifferent to it. times faster than their competitors?

Close the Loop 52

Close the Loop Customer Experience Omnichannel Machine Learning 52

Customer Experience Matrix

OCTOBER 29, 2017

Its architecture spans what I usually call the data, decision, and delivery layers, although Flytxt uses different language. The intelligence (decision) layer provides rules, recommendations, visualization, packaged and custom analytics, and reporting.

Unstructured Data 84

Unstructured Data Machine Learning Manufacturing Touchpoint 84

SurveySensum

DECEMBER 24, 2024

Qualtrics Allows closed-loop follow-ups Collect data from different sources Generate real-time insights into CX Contact to know the pricing details 4.4 SurveySparrow Enables offline and online data collection Automated no-code chatbots Business $99/month Enterprise $499/month Elite Contact for more information 4.4

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52