InteractionMetrics

JUNE 16, 2016

Unstructured data presents a goldmine of information, but mining that gold is no easy task—it requires coding with detailed text analysis. To be clear, unstructured data includes customer survey text comments, customer service calls, emails, chats, reviews, and other narrative sources of information.

Unstructured Data 40

Unstructured Data Data Mining Voice of the Customer Customer Survey 40

SurveySensum

DECEMBER 28, 2023

The importance of actively seeking and incorporating customer feedback cannot be overstated, as it provides invaluable insights into client needs, aids in service enhancement, and fosters continual improvements in client relationship management. Powell is positioned as Director of operations.

Legal 52

Legal Customer Feedback Data Mining Innovation 52

Intercom

MAY 31, 2022

How to bake in a process and culture of customer feedback. Scalable customer feedback approaches. How to identify your customer advocates and become their biggest supporters. How to bake in a process and culture of customer feedback. We’re major advocates for collecting real-time data.

Net Promoter Score 105

Net Promoter Score Customer Feedback Construction Data Mining 105

CX Journey

JULY 10, 2014

You''ll need a way to crosstab, predict, identify key drivers, and prioritize improvements with survey data; mine and analyze your unstructured data; and track, review, and prioritize social media inputs and influencers. And you''ll need to conduct a root cause analysis to understand the why behind it all. I know it''s not.

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

ClearAction

DECEMBER 12, 2017

In her Pioneering Customer Experience Design presentation at the Satmetrix Net Promoter Conference, Kimberly said, “We use the Reality map as a global customer experience framework to consistently deploy improvements across all organization silos”. 3) How will the solution work for the customer? 2) What is going to be built?

Data Mining 54

Data Mining Customer Feedback Innovation Customer Satisfaction 54

Callminer

AUGUST 6, 2019

New analytics tools also help businesses data-mine social media for signs of potential customer issues before phones start ringing. In any role, people need to receive feedback about how they’re doing and where they could improve. It’s no different when it comes to delivering on the customer experience.

Contact Center 140

Contact Center VOC Social Media Artificial Intelligence 140

ClearAction

JANUARY 14, 2015

One in four B2B firms has established processes for connecting data across customers' end-to-end experience with the company; 25% more are just starting this. One in four B2B firms integrates customer feedback sources; 29% more are just starting this.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97