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

MARCH 3, 2025

Root Cause Analysis: You can identify the underlying reasons behind common complaints by analyzing customer grievances. It enhances customer support by resolving issues more effectively, helps improve products based on real customer feedback, and reduces customer churn by addressing concerns proactively.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis AI 52

SurveySensum

MARCH 3, 2022

– With Voice of the Customer tools. . VOC tools help you listen and comprehend the customer expectations, opinions, and feedback. And not just that, you can analyze the data and extract actionable insights to improve customer experience. . What are VoC tools? What are VoC tools?

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

Comm100

APRIL 26, 2020

Jeanne Bliss has a wonderful section in Chief Customer Officer 2.0. When we bring structured and unstructured data together inside of an effective Customer Experience Management platform, it’s amazing the story that can be told! Omni-channel unstructured customer feedback makes things even more challenging.

CX 52

CX Unstructured Data CXM Real Estate 52

Execs In The Know

DECEMBER 6, 2021

Additionally, identify common or key topics of interest across the two sets of feedback (from employees and customers) and incorporate this intelligence within your analytics. #2: Understand what the most impactful irritants are for customers and employees and fix those first. 2: Uncover Key Irritants.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

Additionally, identify common or key topics of interest across the two sets of feedback (from employees and customers) and incorporate this intelligence within your analytics. #2: Understand what the most impactful irritants are for customers and employees and fix those first. 2: Uncover Key Irritants.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Adrian Swinscoe

OCTOBER 12, 2023

Today’s interview is with Nate Sanders, the co-founder and CEO of Artifact, the customer experience forecasting company. Nate joins me today to talk about the recent […] The post Brands don’t need more feedback or survey data to better understand their customers – Interview with Nate Sanders of Artifact first appeared on Adrian Swinscoe.

Unstructured Data 100

Unstructured Data Customer Experience Artificial Intelligence Business Growth 100

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 foundation of this integration is a VoC software platform! Example : A hotel chain uses AI to analyze unstructured guest feedback during stays.

VOC 71

VOC AI Sentiment Analysis E-commerce 71

PeopleMetrics

JULY 31, 2018

No matter how you are listening to customers (solicited, unsolicited, verified, observed), the data you will ultimately collect will be one of two types: structured or unstructured. Structured Feedback. And these unstructured comments are not just for solicited, transactional surveys. Let's dig right in.

Text Analytics 79

Text Analytics VOC Unstructured Data CEM 79

Fonolo

NOVEMBER 17, 2020

Big Data is Getting Bigger. Companies are increasingly trying to obtain a 360-degree view of the customer by blending customer feedback data with their existing CRM systems. IDC predicts that the market for Big Data will reach $16.1 4. Customer Feedback. Voice of the Customer (VOC).

Contact Center 176

Contact Center CX Social Media Omnichannel 176

SurveySensum

APRIL 15, 2025

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. In this blog, we will explore 11 remarkable voices of customer tools.

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 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. How Do You Build a Voice of the Customer Program?

Voice of the Customer 40

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

PeopleMetrics

JANUARY 29, 2025

In Listen or Die , I highlighted the distinct purposes of Voice of Customer (VoC) programs and market research. While VoC focuses on real-time, operational feedback from all customers, market research traditionally delivers strategic insights based on a sample of customers. Heres how: 1.

VOC 116

VOC AI E-commerce Unstructured Data 116

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. Writing this series has been one of the most energizing projects of my career.

AI 62

AI VOC Text Analytics NPS 62