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 Unstructured Data Customer Experience 68

SurveySensum

OCTOBER 29, 2024

It’s no secret that your contact center is the first line of defense with your customers – making it the most important touchpoint in the customer journey. Also, 88% of customers say that a good customer service experience is what makes them more likely to make another purchase from the brand.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

Zendesk

FEBRUARY 10, 2022

In the Zendesk Customer Experience Trends Report 2022 , over 90 percent of respondents said they’d spend more money with businesses that offer streamlined experiences. And customers who describe a company’s CX as “good” are 37 percent more likely to recommend it to others. What is customer experience optimization?

Customer Experience 98

Customer Experience Unstructured Data Customer Journey Map Net Promoter Score 98

SurveySensum

APRIL 28, 2025

Enhancing Customer Experience Ever wondered why some companies have loyal customers while others struggle with retention? It all comes down to the customer experience. Encourage Customers For Co-creation The best products arent always built in boardrooms – theyre shaped by the people who use them.

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

SurveySensum

FEBRUARY 17, 2025

In simple terms, text analytics tools leverage machine learning, NLP, and other AI capabilities to break down unstructured data from customer feedback, online reviews, customer support chat, etc. Track customer sentiment across the entire journey. Text Analytics Tools. Lets find out more.

Text Analytics 52

Text Analytics Sentiment Analysis Social Media Machine Learning 52

Zendesk

DECEMBER 7, 2021

Companies are increasingly leaning on artificial intelligence (AI) to automatically collect and organize customer data at each touchpoint so they can deliver better experiences. But what exactly does it mean to use AI throughout the customer journey? What is AI customer experience? Improve customer onboarding.

AI 97

AI Customer Experience Artificial Intelligence Machine Learning 97

VOZIQ

OCTOBER 19, 2022

Data fuels a customer retention program. Customer data collected from various touchpoints is key to deciphering customer behavior and implementing effective retention strategies by improving customer experience and engagement. times more likely to retain customers.

Customer Retention 40

Customer Retention Predictive Analytics Unstructured Data Touchpoint 40