Zendesk

FEBRUARY 10, 2022

Given the important role CX plays in boosting customer retention and loyalty, it’s critical for companies to make it a priority. Consistently reevaluate customer feedback and analyze real-time data to identify areas of improvement. What is customer experience optimization? Not sure where to start?

Customer Experience 98

Customer Experience Unstructured Data Customer Journey Map Net Promoter Score 98

SurveySensum

APRIL 11, 2025

It Helps Enhance Customer Journey: By directly addressing the pain points and satisfaction drivers of the customers, key driver analysis gives you the opportunity to optimize touchpoints and create a good customer experience. Then, analyze customer feedback with text analytics to find recurring themes.

Key Driver Analysis 52

Key Driver Analysis Text Analytics Sentiment Analysis NPS 52

SurveySensum

JUNE 18, 2025

Do you struggle to analyze open-ended customer feedback ? Does it get even harder when there’s plenty of data to go through, and in different forms like surveys, reviews, interviews, etc? This is where qualitative data analysis (QDA) can help. What Is Qualitative Data Analysis?

Sentiment Analysis 52

Sentiment Analysis Text Analytics Unstructured Data AI 52

Execs In The Know

MARCH 4, 2022

Customer interactions don’t happen in a vacuum; your customers interact with your company through myriad channels and at many different stages throughout the buyer’s journey. Definition of Customer Journey Analytics. That said, customer journey mapping is a valuable precursor to customer journey analytics.

Customer Journey Map 98

Customer Journey Map Touchpoint Machine Learning Unstructured Data 98

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 82

Unstructured Data Customer Experience VOE Data Mining 82

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. What are VoC tools?

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

SurveySensum

JULY 12, 2019

Likewise, a bad customer service experience resulted in 59% of customers ceasing business with that company, and 55% going to a competitor. The real problem is understanding what customer want and expect from the business by identifying the customer journey at different touchpoints, especially for growing organizations.

Customer Retention 68

Customer Retention Customer Experience Management Customer Experience Unstructured Data 68

SurveySensum

DECEMBER 24, 2024

SurveyMonkey is a widely-used customer feedback tool that offers drag-and-drop functionality to design surveys and analyze data for actionable insights. However, it falls short in key areas like advanced capabilities and customization, which might limit your CX operations. So, what exactly are these limitations?

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 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

InteractionMetrics

APRIL 17, 2025

Its a curated list of 17 Qualtrics alternatives, each chosen for a specific strengthwhether thats streamlined online surveys, better integrations, or smarter ways to tie customer feedback data to revenue. (If AskNicely AskNicely is a great fit for service-focused teams that need fast, actionable customer feedback.

E-commerce 40

E-commerce Hospitality Hospitality Sentiment Analysis 40

SurveySensum

MAY 7, 2025

Improve overall experience Ensure every touchpoint is responsive and personalized. Ticket analysis turns reactive service into proactive action, boosting efficiency and customer loyalty. Customer support analytics matters because 45% of customers expect their issues to be resolved in the very first interaction.

Sentiment Analysis 52

Sentiment Analysis Net Promoter Score Machine Learning AI 52

Lumoa

APRIL 18, 2023

And customer-centric companies have been using surveys to understand customer needs for even longer than that. Surveys are great tools because collecting Voice of Customer feedback is a vital part of understanding your customers better. But they’re only one small piece of the customer experience data puzzle.

Customer Experience 78

Customer Experience CX Net Promoter Score Unstructured Data 78

SurveySensum

OCTOBER 4, 2024

How are you staying on top of feedback coming from all your sources? Your customers’ feedback is flowing in from multiple sources – email, social media reviews, live chat interactions, in-store interactions, etc. Managing such a vast amount of data and taking action can be challenging and overwhelming.

Unstructured Data 52

Unstructured Data Social Media Omnichannel Sentiment Analysis 52

SurveySensum

SEPTEMBER 11, 2024

So, let’s see what your customers are demanding and how to meet and exceed them. 4 Trends That are Shaping the Future of Customer Experience customers are increasingly shifting towards digital but there is more to the picture than meets the eye. Creating digital experiences at every touchpoint is just not enough.

Predictive Analytics 52

Predictive Analytics AI Customer Experience Text Analytics 52

Qualtrics

FEBRUARY 10, 2020

ICYMI: here’s a quick recap of the 2019 updates that made it easier than ever to listen, understand, and act on solicited and unsolicited customer feedback. Listen - hear and understand EVERY customer, at EVERY touchpoint. Understand - understand the hidden meaning in your data and get to insights faster.

CX 58

CX Close the Loop Unstructured Data Social Media 58

SurveySensum

SEPTEMBER 5, 2024

In that case, your representative should have the information to pick up right where the customer left. An omnichannel approach also involves customer support and gathering customer feedback across multiple channels. And finally, keep monitoring the implemented changes to measure the effectiveness of your action.

Close the Loop 52

Close the Loop Customer Experience Omnichannel Machine Learning 52

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. It’s literally a frontline touchpoint that impacts the bottom line of an organization. 2: Uncover Key Irritants.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. It’s literally a frontline touchpoint that impacts the bottom line of an organization. 2: Uncover Key Irritants.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

SurveySensum

NOVEMBER 26, 2024

What is Medallia – Platform Overview Medallia is an experience management platform that uses experience data points called signals to help drive growth. This AI-enabled experience management solution helps you identify top customer sentiments from unstructured data with its text analysis and gives you actionable insights.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Machine Learning AI 52

SurveySensum

MARCH 3, 2022

A VOC tool is software that allows you to collect feedback and generate in-depth analysis reports from unstructured data. These tools come with inbuilt applications to collect feedback, analyze texts and sentiments, provide visual analytics, and more. You may find it easy to collect data manually from a hundred customers.

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

InteractionMetrics

JUNE 17, 2015

That’s because the best surveys are customized for your customers, your company and the specific touchpoints you are testing. Net Promoter Score (NPS) is a commonly used customer feedback metric that’s based on the question “how likely are you recommend us to a friend or colleague?”

Customer Satisfaction 53

Customer Satisfaction Net Promoter Score NPS Touchpoint 53

PeopleMetrics

JANUARY 16, 2025

In Lesson #3 of Listen or Die , I wrote about the power of Voice of the Customer (VoC) programs to act as a single source of truth for all customer feedback. The company revises its policy and clarifies it on product pages, reducing cart abandonment and improving customer trust. And at scale.

VOC 71

VOC AI Sentiment Analysis E-commerce 71

PeopleMetrics

APRIL 22, 2025

Over the past 3 months, Ive been revisiting lessons from Listen or Die: 40 Lessons That Turn Customer Feedback into Gold through the lens of AI. From NPS to VoC, AI has transformed how we look at and act on customer experience. Without executive support, even the best data wont drive real change.

AI 62

AI VOC Text Analytics NPS 62

InteractionMetrics

MAY 28, 2019

Qualtrics, the dominant survey software platform defines Customer Listening as, “a term that describes your customer’s feedback about their experiences”. That definition (while prevalent among customer feedback discourse) omits the crux of what Customer Listening is. Customer Listening: A Better Definition.

Mystery Shopping 40

Mystery Shopping Double-Barreled Question Unstructured Data Non-Profits 40

InteractionMetrics

OCTOBER 16, 2023

Defining Customer Experience Customer experience is what we hear, see, and feel when interacting with a company PLUS what we bring to a company based on its claims and values – and what other companies do. Note that often CX is defined ONLY as the touchpoints a customer has with a company. Of course not. Interviews?

Customer Experience 52

Customer Experience Net Promoter Score Retail CX 52

SurveySensum

JANUARY 13, 2025

What Does Omnichannel Feedback Mean? Omnichannel feedback involves collecting customer opinions from every touchpoint online, in-store, mobile apps, or during support experiences. For instance , a customer sees your jacket on Instagram, clicks the link to your website, and orders it for in-store pickup.

Omnichannel 52

Omnichannel Social Media Sentiment Analysis Touchpoint 52

Confirmit

MAY 29, 2018

What is Voice of the Customer (VoC)? Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. Understand your customers’ expectations better.

Voice of the Customer 40

Voice of the Customer VOC Net Promoter Score Customer Journey Map 40

PeopleMetrics

JANUARY 29, 2025

VoC : Operational, two-way communication that gathers real-time feedback from all customers, enabling companies to act on individual concerns while improving processes at touchpoints. Example: A telecom provider integrates feedback from a post call, customer support survey (VoC) and a brand perception survey (market research).

VOC 116

VOC AI E-commerce Unstructured Data 116