ECXO

FEBRUARY 3, 2025

Negative Word-of-Mouth and Online Reviews A single bad customer experience can have a huge ripple effect. Thanks to social media and review platforms, unhappy customers now have megaphones to share their dissatisfaction. Example: A customer calls in to complain about a late order.

Sales 265

Sales Customer Experience E-commerce Start-ups 265

SurveySensum

DECEMBER 30, 2024

SurveySensum SurveySensum is an AI-powered customer experience management platform designed to help businesses capture, analyze, and act on customer feedback in real-time. From Insights to Action: Unlock the Power of Customer Feedback to Drive CX with SurveySensum!

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

SurveySensum

APRIL 16, 2025

A Customer Relationship Management (CRM) survey is a targeted method of collecting customer feedback from the contacts stored in your CRM system. CRM surveys use existing customer data for personalized, context-driven questions. This data is gold for segmentation, targeted marketing, and optimizing customer interactions.

CRM 52

CRM Customer Feedback NPS Touchpoint 52

Retently

MARCH 11, 2025

That means a CX Manager isnt just responsible for handling customer concerns; theyre shaping how customers feel about the brand, turning one-time buyers into lifelong fans. Morning Routine: Customer Feedback First Most days start with one thing: checking customer feedback. Lets take a closer look!

CX 139

CX Customer Experience Net Promoter Score NPS 139

SurveySensum

MARCH 10, 2025

Businesses today handle millions of customer interactions daily, across emails, live chats, call centers, and social media. Instead, you can leverage AI-powered conversational analytics to listen, understand, and act on customer feedback in real time. But manually analyzing every conversation?

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

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. Lets find out. What is Sentiment Analysis Used for?

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

SurveySensum

JULY 7, 2025

Combining AI with real-time s ocial media review analytics helps you get insights, figure out how people feel, and make smart, customer experience-driven choices. In short, Facebook review analysis turns a lot of customer feedback into clear, useful information that helps you make customers happier, keep them, and build loyalty.

Sentiment Analysis 52

Sentiment Analysis Social Media AI NPS 52

Smart Customer Service

JUNE 24, 2025

Businesses are prioritizing platforms that offer real-time communication, automation, personalization, and data-driven insights, it said further, noting that investments are increasing steadily because of the global trend toward customer-centric operations, coupled with regulatory compliance and cloud adoption.

Pharmaceutical 52

Pharmaceutical Manufacturing Non-Profits Sentiment Analysis 52

Hodusoft

APRIL 2, 2025

Just a quick visit to a telecom contact center will make you realize the sheer volume of contact requests the customer service representatives handle everyday. The notifications of text messages, instant messages, live chats, and social media chimes incessantly. Ask your agents to give feedback. Ask for a Free demo!

Contact Center 52

Contact Center Omnichannel Sentiment Analysis Data Entry 52

SurveySensum

JUNE 6, 2025

Basically, Twitter sentiment analysis is the engine behind real-time brand sentiment monitoring. It helps you analyze customer feedback at scale, spot shifts in public opinion, and respond with speed and relevance. Let’s explore how these tools can revolutionize the way you analyze Twitter customer feedback.

Sentiment Analysis 52

Sentiment Analysis AI Text Analytics Customer Feedback 52

SurveySensum

FEBRUARY 24, 2025

Out to do a detailed analysis of your customer feedback/review? 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. Dont waste time sorting through endless customer feedback.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Machine Learning 52

Hodusoft

APRIL 24, 2025

If the customer feedback loop is ineffective, then it becomes difficult for insurance companies to retain customers. They miss opportunities to improve customer service operations and enhance customer satisfaction. They must have mechanisms to gather and act on customer feedback.

Contact Center 52

Contact Center Customer Retention Data Entry CRM 52

SurveySensum

APRIL 15, 2025

Do you know what your customers really want? If you’re actively listening to their feedback, then you probably have a good idea. However, what if you’re not actively gathering and analyzing customer feedback? This is where Voice of Customer (VoC) tools come into play. Thats where a VOC tool helps.

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

eglobalis

JULY 31, 2024

Eleven Key Technologies Enhancing Customer Experience Marketing Automation Platforms Marketing automation tools like Marketo and HubSpot streamline repetitive marketing tasks such as email campaigns, social media posting, and lead nurturing. As AI evolves, chatbots will become better.”

Customer Experience 451

Customer Experience Social Media Predictive Analytics AI 451

ECXO

AUGUST 12, 2024

Marketing Automation Platforms: Platforms such as Marketo and HubSpot are vital for automating marketing tasks like email campaigns, social media management, and lead nurturing. These platforms facilitate real-time sentiment analysis and predictive analytics, enabling proactive improvements in customer satisfaction.

Customer Experience 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

eglobalis

JUNE 27, 2024

Conduct comprehensive research to understand the full scope of the customer journey. This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Companies like HSBC in Europe and Toyota in APAC excel in this area.

Customer Experience 482

Customer Experience VOC Net Promoter Score Government 482

Intercom, Inc.

SEPTEMBER 3, 2020

Which is why customer feedback is a big deal to all of our teams – it’s really integral to what we do and how we build. So If you’ve ever asked yourself – how does my feedback add up to the features and updates that we build? Maria Gutierrez – Senior Director of Engineering.

Customer Feedback 212

Customer Feedback Engineering Start-ups Voice of the Customer 212

ECXO

JULY 29, 2024

Conduct comprehensive research to understand the full scope of the customer journey. This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Companies like Barclays in Europe and Honda in APAC excel in this area.

Customer Experience 381

Customer Experience Net Promoter Score VOC Government 381

ECXO

JUNE 19, 2024

This speed allows designers and engineers to explore multiple scenarios, formats, shapes, and avenues simultaneously, something that traditional design methods could not accommodate even in digital design. The implementation of CAD models based on AI-generated concepts further streamlines the transition from design to engineering.

AI 386

AI Customer Experience Legal Manufacturing 386

Comm100

OCTOBER 17, 2017

Once a failing restaurant, Amy’s Baking Company now had a flock of new customers rushing to their location in Scottsdale, Arizona, eager to check out the only establishment that the renowned chef had ever walked out on mid-episode. With the fame came a wave of social media engagement. That’s a lot of potential for customer care.

Social Media 71

Social Media Customer Service Start-ups Customer Survey 71

Intercom, Inc.

MAY 13, 2022

Search engine marketing where you strategically position your content at the top of search engine results. . Digital marketing , which relies on channels such as websites, social media platforms, and email. . When planning a digital marketing campaign, brands also look at the state of their owned, earned, and paid media.

Social Media 118

Social Media Engineering Customer Loyalty Sales 118

Lumoa

FEBRUARY 28, 2023

Your customers are sharing their experiences online. They’ve been doing it for years, but with the continuing proliferation of social media platforms, their voices are only getting louder. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly.

Customer Feedback 78

Customer Feedback Close the Loop Net Promoter Score Actionable Insights 78

ECXO

JULY 26, 2023

Fortunately, there are a few organizations that stand out in their utilization of this information and in incorporating customer feedback into their products and services. Improve the omnichannel experience Real-time data enables businesses to provide a seamless omnichannel experience for customers.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

Retently

MARCH 29, 2023

It doesn’t have an engine, so the entire front end of the car becomes a crumple zone to absorb a high-speed impact. If the issue is related to its software, engineers can often update the car at a distance. These are just some of the ways Tesla makes their customers feel special. Remarkably safe. Tesla Model S was awarded a 5.4-star

Net Promoter Score 198

Net Promoter Score NPS Manufacturing Customer Satisfaction 198

Retently

NOVEMBER 27, 2024

Personalizing the Customer Journey 3. Building Customer Loyalty for Retention 6. Leveraging Social Media and Influencer Marketing 8. Dive deep into customer behavior and market trends to tailor strategies that resonate with your audience. Expanding Revenue Channels 4. Optimizing Conversion Rates 5.

Sales 157

Sales Social Media Predictive Analytics Start-ups 157

Uniphore

JULY 21, 2021

These can be established through the following: Observing: Look for patterns in how customers interact with your current solution Engaging: Seek customer feedback and stories Watching and listening: Gartner suggests having a person run through a task while you watch and ask questions about their experience.

Customer Service 130

Customer Service Contact Center Social Media Engineering 130

Intercom, Inc.

MAY 3, 2018

She’s worked in product from early-stage startups all the way up to publicly traded companies like Rackspace and Square, a company with the sensitive task of handling customers’ money. I studied computer engineering in school, and I love math, but I realized I didn’t want to be a computer engineer when graduating.

Invoicing 195

Invoicing Engineering Start-ups Customer Feedback 195

Fonolo

NOVEMBER 27, 2018

With these policies in place, companies can expect to see an increase in customer satisfaction, better reporting on customer feedback, and improved company culture. LIVE DISCUSSION] Messaging vs Chat vs Texting: Battle for the Future of Customer Service. We’ll talk about: Impact of Messages on Customer Service.

Customer Service 119

Customer Service Contact Center Hospitality Hospitality 119

Retently

NOVEMBER 27, 2023

Surveying channel that fits with your target audience: Figuring out the most effective channels to capture customer feedback can be a challenging task, as businesses have little insight into where and when to survey their customers. Retently is here to assist your Customer Success professional.

NPS 147

NPS Net Promoter Score Customer Feedback Social Media 147

ECXO

JUNE 25, 2024

This speed allows designers and engineers to explore multiple scenarios, formats, shapes, and avenues simultaneously, something that traditional design methods could not accommodate even in digital design. The implementation of CAD models based on AI-generated concepts further streamlines the transition from design to engineering.

AI 156

AI Customer Experience Legal Manufacturing 156

Fonolo

NOVEMBER 20, 2018

There is no question that customer service is changing quickly. From website FAQs, to live chat options, to social media platforms, there are an increasing amount of channels which consumers can use to reach out for help. As such, they can provide a wealth of information about key pain points in the overall customer experience.

Customer Service 86

Customer Service Contact Center Social Media Engineering 86

Return Customer

NOVEMBER 28, 2018

Graham didn’t wait for customer feedback to arrive at a revolution. The letter was posted to the girl’s mothers’ blog and later went on to become viral hit over social media. A few years later, the telegram wasn’t relevant anymore as everyone switched to the telephone. A kind well-thought response too can do wonders.

Customer Service 124

Customer Service E-commerce Social Media Retail 124

Retently

OCTOBER 1, 2018

The easiest way to identify a customer touch point is to focus on the 5 general stages a customer might go through when engaging with your brand, and all the interactions associated with each stage: Brand Awareness – This is when the lead knows about your brand but has no interest in spending money on it.

Customer Journey Map 99

Customer Journey Map Touchpoint Social Media CEM 99

Logicalware

MARCH 28, 2022

Some common use cases for customer service teams include: Sending messages to customers during calls (eg. offering them a callback) Sending mass alerts or reminders to customers or employees Asking for customer feedback via surveys. “A A simple message can guide customers on the right path.

Customer Experience 98

Customer Experience Social Media Case Management Engineering 98

Intercom

NOVEMBER 30, 2021

Then, armed with eye-opening customer insights, you’ll know the exact questions to address in your proactive messages and the precise words to use (yes – your customers’ words). In today’s customer-centric world, listening to and responding to voice-of-the-customer feedback will give your proactive support a competitive edge.

E-commerce 124

E-commerce Social Media Engineering Start-ups 124

Intercom, Inc.

SEPTEMBER 9, 2022

GPT-3 can create human-like text on demand, and DALL-E, a machine learning model that generates images from text prompts, has exploded in popularity on social media, answering the world’s most pressing questions such as, “what would Darth Vader look like ice fishing?” And you don’t need as much hand engineering of features.

Machine Learning 249

Machine Learning ML Unstructured Data Start-ups 249

Fonolo

MAY 23, 2023

Real-Time Analytics Use advanced analytics tools to process and interpret data in real time, enabling dynamic personalization during customer interactions. Contextual Communication Channels Engage customers through their preferred channels, such as social media, email, chat, or voice, ensuring a seamless and consistent experience.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106