ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. How can you utilize this knowledge to enhance customer experience (CX)?

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. This article delves into the top ten MarTech solutions, that significantly improve CX outcomes.

Customer Experience 450

Customer Experience Social Media Predictive Analytics AI 450

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. In CX, the same applies to CSAT, CES, and whatever.

NPS 480

NPS Customer Feedback Net Promoter Score B2C 480

Retently

MARCH 17, 2025

Table of Contents Weekly, Monthly, Quarterly & Yearly CX Reports: Whats the Difference? And thats exactly what CX reports help with not just reacting to problems, but preventing them. But, heres the challenge – not all CX reports are useful. Weekly, Monthly, Quarterly & Yearly CX Reports: Whats the Difference?

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

Hodusoft

NOVEMBER 27, 2024

Building Customer Loyalty: Insights and Best Practices for Transforming Your Business For every business, customer loyalty matters a lot. That’s because it’s just not viable for a business to start a venture, sell only one product once to every customer, and stay afloat for long.

Customer Loyalty 52

Customer Loyalty Contact Center E-commerce Omnichannel 52

Execs In The Know

AUGUST 12, 2024

Keeping up with current technological advancements in the ever-evolving world of CX is both a challenge and a necessity. But behind all of the technical buzz, it’s important toconsider, how are your customers feeling at each stage of the buyer’s journey? What Is Sentiment Analysis?

Sentiment Analysis 52

Sentiment Analysis CX AI Machine Learning 52

Execs In The Know

NOVEMBER 6, 2024

The Importance of Service Recovery in CX When an issue isn’t resolved on the first call, the organization’s response can make all the difference. Research shows that customers often deem companies more favorable by how they recover from mistakes than by their ability to avoid them entirely.

Customer Retention 52

Customer Retention Sentiment Analysis Contact Center Compliance 52

SurveySensum

DECEMBER 30, 2024

CustomerGauge is well known for its advanced capability in customer loyalty measurement via NPS; however, it doesnt have the perfect solution for every business. Discover our list of the best CustomerGauge alternatives to fit your changing companys current (and emerging) CX needs. What is CustomerGauge? Need a helping hand?

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

SurveySensum

FEBRUARY 17, 2025

stop words, special characters) and structures the text for analysis. Text Categorization : AI categorizes feedback into predefined topics or custom tags, such as product issues, service complaints, or feature requests. These dashboards should: Display sentiment analysis visually using graphs, heatmaps, or trend charts.

Text Analytics 52

Text Analytics Sentiment Analysis Social Media Machine Learning 52

Retently

OCTOBER 11, 2024

With real-time monitoring and automated quality checks, these tools help brands quickly spot and fix issues, enhancing overall customer support. Quality Assurancetools are versatile, offering customizable features like scorecards and sentiment analysis to suit various business needs and optimize service quality.

Retail 135

Retail Scorecard Sentiment Analysis Customer Service 135

SurveySensum

OCTOBER 28, 2024

NPS is a legend in the world of CX KPIs. Some say it can reveal everything from customer loyalty to future revenue growth. Well, I believe it to be true… Companies with a high NPS grow twice as fast as their competitors, and in a world where customer loyalty directly influences your revenue, that’s no small feat.

NPS 52

NPS Customer Loyalty Actionable Insights Sentiment Analysis 52

SurveySensum

FEBRUARY 13, 2025

How can you convert these unhappy customers into brand advocates or encourage your promoters to do positive word of mouth and bring referrals? How can you increase your customer base, revenue, and customer loyalty ? Define the touchpoints to cover the channel of engagement, customer segment , and frequency of the survey.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

SurveySensum

APRIL 11, 2025

Key Driver Analysis (KDA) is a technique that helps you identify and evaluate all the factors that have the biggest impact (can be positive or negative) on your outcome variable like customer satisfaction , loyalty, or brand perception. Now, you can prioritize improvements that impact customer satisfaction the most.

Key Driver Analysis 52

Key Driver Analysis Text Analytics Sentiment Analysis NPS 52

SurveySensum

MARCH 10, 2025

Sentiment Analysis and Emotion Detection Words carry emotions. Thats why Sentiment Analysis and Emotion Detection are critical in Conversational Analytics. Using AI, Conversational Analytics detects whether customer feedback is positive, neutral, or negative. Your customers are talking – are you listening?

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

CSAT.AI

MARCH 27, 2023

Customer relationships impact the amount of business a company does. To have these great relationships companies need to create great CX. Here are some actions that help build the kind of customer experience that makes lasting, beneficial relationships. Identify customer needs Want to know what customers need?

Customer Relationship 63

Customer Relationship CX Sentiment Analysis Social Listening 63

CSAT.AI

APRIL 3, 2019

Via phone, chat, or in-person, employees have the power to create the kind of energy that nurtures customer loyalty. Empower them with information and invest in them as people because employee engagement and happiness has a direct impact on CX. Employee engagement and CX are connected. Empower Employees with Information.

CX 64

CX Sentiment Analysis Customer Satisfaction Customer Loyalty 64

Beyond Philosophy

JULY 18, 2020

However, he offers some practical tips in this area: Begin with a form of sentiment analysis. Getting the customer’s emotions allows you group your customers based on how they feel. Track your desired data, whether that is pertaining to customer loyalty, behavioral measures, or whatever else you want.

Artificial Intelligence 114

Artificial Intelligence Machine Learning Sentiment Analysis AI 114

Retently

JANUARY 13, 2025

When it comes to understanding customer satisfaction, CES is part of a powerful CX trio that includes Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT). It answers the question: How hard did your customers have to work to resolve their issues or achieve their goals? A high-effort experience?

Sentiment Analysis 117

Sentiment Analysis Net Promoter Score NPS Touchpoint 117

Lumoa

JANUARY 11, 2022

It is vital for companies to know if their clients and customers are happy with their service and products, and NPS solutions are one of the best ways to find out. Net Promoter Score is a benchmark for customer loyalty that tells how your customers understand your business and feel about it.

NPS 97

NPS Net Promoter Score Sentiment Analysis Text Analytics 97

CSAT.AI

FEBRUARY 1, 2023

But if enough of a company’s client base indicates this preference, and it impacts customer loyalty, it’s a worthwhile investment. © Siri Wannapat | Dreamstime.com Good Customer Service Adds Value For other customer bases speed, accuracy and other preferences are paramount. That is a potential global loss of $4.7

Contact Center 102

Contact Center Non-Profits Sentiment Analysis Customer Loyalty 102

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

Retently

OCTOBER 23, 2024

They reveal pain points, areas for improvement, and opportunities to delight customers – whether it’s right after a purchase or a few weeks into product usage. Stores can use various types of surveys to collect experience data, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys.

Retail 110

Retail CX NPS Touchpoint 110

InteractionMetrics

APRIL 17, 2025

Medallia Medallia’s CX management software is a strong Qualtrics alternative for large companies that want real-time feedback and AI-powered insights. Best For Enterprise teams (especially in finance or hospitality) that need visibility into the full customer journey and fast insights from multiple touchpoints.

E-commerce 40

E-commerce Hospitality Hospitality Sentiment Analysis 40

SurveySensum

JANUARY 27, 2022

It ensures that all your employees have important customer details like demographics, purchase records, and previous conversation records across all channels which helps them provide a better customer experience and promote customer satisfaction. It helps you to target your customers easily at any given time.

Sentiment Analysis 59

Sentiment Analysis Customer Experience CEM NPS 59

CSAT.AI

AUGUST 10, 2022

Skilled agents are the heartbeat of your customer service strategy. Just like you have to earn your customers’ loyalty you have to earn your agents’ loyalty too. Agent churn affects your business reputation as customers have to wait longer for resolution. Face the Changes in CX and EX in Customer Service.

Customer Service 94

Customer Service Sentiment Analysis Contact Center CX 94

Execs In The Know

MARCH 28, 2025

An Execs In The Know conference is more than just an eventit is a crucial space where CX leaders and industry professionals come together to address the challenges shaping the future of customer service. First, CX leaders feel strong pressure to innovate, but many are unsure how to execute change effectively.

Innovation 52

Innovation CX Contact Center AI 52

SurveySensum

APRIL 28, 2025

Set Clear Objectives: Know Your Why Before jumping into customer surveys or feedback forms, ask yourself: What are you trying to achieve? Are you aiming to: Improve customer satisfaction ? Boost customer loyalty? Analyze the Data: Turn Feedback into Actionable Insights Data without analysis is just noise.

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

eglobalis

DECEMBER 17, 2024

The customer experience (CX) landscape is undergoing a seismic transformation , with 2025-6 poised to be a defining year. Outdated metrics and strategies will be replaced by AI-driven innovations that promise to reshape how businesses interact with and anticipate the needs of their customers.

AI 364

AI CX Sentiment Analysis Net Promoter Score 364

ECXO

MARCH 24, 2024

They can provide a superior customer experience, which can lead to increased customer loyalty, higher conversion rates, and ultimately, increased revenue. From chatbots to virtual assistants, AI-powered solutions have undoubtedly a huge potential to improve customer experience by providing efficient and convenient support.

AI 156

AI Customer Experience Social Media Machine Learning 156

Execs In The Know

OCTOBER 14, 2024

AI customer feedback analysis can help businesses gather feedback effectively, understand it, and act on it faster—helping them to deliver a better customer experience (CX) and improve agent performance. But as your operation grows, so does the number of customer interactions.

Customer Feedback 52

Customer Feedback AI Artificial Intelligence Sentiment Analysis 52

CSAT.AI

JUNE 14, 2023

Here are some customer experience memes I created based on stats to encourage raising your CX. 52% of customers will change providers after one negative impression (Zendesk CX Trends Report 2023) It doesn’t take much to turn customers away. Integrate your service channels to smooth your CX.

Customer Experience 69

Customer Experience Sentiment Analysis CX AI 69

CSAT.AI

APRIL 5, 2023

Customer Effort Score (CES) : This metric measures the perceived effort required by customers to get their issues resolved. Customer Lifetime Value (CLV): The estimated total value a customer will bring to a business over the course of their relationship with the company.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

Execs In The Know

MARCH 10, 2025

Delivering exceptional Customer Experience (CX) is no longer a mere aspiration but the key differentiator in today’s competitive landscape. With its capacity to analyze vast amounts of data, predict customer behavior, and automate tasks, AI empowers businesses to elevate CX to unprecedented levels.

Contact Center 52

Contact Center AI Sentiment Analysis CX 52

Execs In The Know

MARCH 10, 2025

Delivering exceptional Customer Experience (CX) is no longer a mere aspiration but the key differentiator in today’s competitive landscape. With its capacity to analyze vast amounts of data, predict customer behavior, and automate tasks, AI empowers businesses to elevate CX to unprecedented levels.

Contact Center 52

Contact Center AI Sentiment Analysis CX 52

Lumoa

FEBRUARY 14, 2024

It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. This is because CX involves many factors that are outside your direct control.

Customer Experience 78

Customer Experience ML Social Media CX 78

Lumoa

JUNE 14, 2023

So keep reading if you want to get your NPS score back on track and supercharge your CX efforts. But since they’ve gone all out to improve their customer service and received more favorable reviews, United Airlines’ NPS score has improved significantly and currently stands at a much healthier 50. But that’s not all.

NPS 78

NPS Sentiment Analysis Start-ups Net Promoter Score 78

VOZIQ

SEPTEMBER 1, 2022

But what does it take to win a customer’s trust and have an ever-growing CLV? We have picked the best of the internet to help you answer that question and much more on customer loyalty. Winning in Loyalty -McKinsey Company. Winning in Loyalty -McKinsey Company. 64% are more likely to purchase more frequently.

Sentiment Analysis 40

Sentiment Analysis Customer Loyalty AI Customer Relationship 40