ECXO

APRIL 7, 2024

It is a symphony of interactions that a customer has with a business, a vivid tapestry woven from the threads of every touchpoint, every communication, and every solution used. It is the narrative of a customer’s journey from the moment they hear about your brand until they become advocates for your solutions.

AI 332

AI CX Artificial Intelligence Predictive Analytics 332

ECXO

AUGUST 21, 2024

This means understanding that the customer is at the heart of every decision, every strategy, and every interaction. This includes: 1. Listen Actively: Engage with customers on various platforms, from social media to customer service calls. 2. Empathize: Put yourself in the customer’s shoes.

CX 156

CX Social Media Touchpoint Predictive Analytics 156

SurveySensum

MARCH 5, 2025

Listen And Analyze VOC From All Channels A fragmented customer experience leads to frustration and dissatisfaction. Call center text analytics helps you consolidate and unify customer data across multiple channels – calls, emails, live chats, social media, and surveys – creating a 360-degree view of the customer.

Text Analytics 52

Text Analytics AI Sentiment Analysis Contact Center 52

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 148

Sales Social Media Predictive Analytics Start-ups 148

Hodusoft

OCTOBER 17, 2024

Disjointed CX Many traditional call centers struggle to provide a unified customer experience (CX) to their customers. This leads to customers repeating themselves when they have to switch different channels (phone, email, chat, social media). Managing customer interactions manually can be resource-intensive.

Omnichannel 52

Omnichannel AI Customer Service Contact Center 52

Lumoa

FEBRUARY 9, 2023

But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? If we make a decision to invest less in customer service agents, how much will it decrease my customer satisfaction?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

CSAT.AI

SEPTEMBER 25, 2017

Opinions shared on social media and review sites might be in the thousands daily. Many companies use social media monitoring tools to find and review one-by-one brand mentions, but what those tools don’t tell you is how do consumers feel about your brand. Analyze your data and data-gathering tools.

Artificial Intelligence 59

Artificial Intelligence Predictive Analytics Unstructured Data Sentiment Analysis 59

SurveySensum

SEPTEMBER 11, 2024

Let’s start with, Customer Journey Analytics : In comparison to surveys that focus solely on isolated touchpoints, customer journey analytics will help you examine the entire customer journey across multiple channels and interactions, providing you with a holistic view of customer sentiments.

Predictive Analytics 52

Predictive Analytics AI Customer Experience Text Analytics 52

Zendesk

FEBRUARY 7, 2022

Customer analytics is the process of gathering and analyzing consumer data to gain meaningful, relevant insights into buying behaviors and preferences. Companies can collect customer data from a number of touchpoints, including websites, apps, social media, and surveys. Diagnostic analytics.

Predictive Analytics 98

Predictive Analytics Social Media Net Promoter Score NPS 98

SugarCRM

OCTOBER 12, 2021

Marketing automation and predictive analytics are among those game-changers. The best part about automation, however, is that it has opened the door to predictive analytics in marketing. This is the essence of predictive marketing, and it’s had no small part in Amazon’s massive success.

Predictive Analytics 47

Predictive Analytics Data Mining Invoicing CRM 47

Hodusoft

NOVEMBER 24, 2021

Mapping customer journeys through a single dashboard in real-time and generating custom reports can go a long way in adding value to your brand. Furthermore, advanced predictive analytics can provide insights that can assist sales-based customer service providers in identifying the best sales and retention opportunities.

Social Media 105

Social Media Artificial Intelligence Omnichannel CRM 105

Comm100

APRIL 10, 2024

Furthermore, this level of automation helps employees better serve clients and addresses the key challenges that can impact customer satisfaction. This monitoring activity can be applied to all channels, including social media, company websites, email, chatbot conversations, and customer support tickets.

Customer Service 104

Customer Service Predictive Analytics AI Artificial Intelligence 104

TeamSupport

DECEMBER 20, 2023

In 2024, businesses should focus on proactive support strategies, such as predictive analytics and AI-driven insights, to identify potential issues and address them before customers even realize there's a problem. Bottom line: Know your customer better than they know themselves.

Artificial Intelligence 108

Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

Fonolo

MAY 23, 2023

Benefits of Hyper-Personalization Enhanced Customer Engagement When you provide personalized experiences, your customers feel valued and understood. Hyper-personalization can foster a stronger emotional connection between customers and your brand. Increased Customer Satisfaction Hyper-personalization anticipates customer needs.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Hodusoft

NOVEMBER 27, 2024

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. A business can only be successful when a large chunk of its customers return to it—not twice, not thrice, but repeatedly. Customer loyalty is the key.

Customer Loyalty 52

Customer Loyalty Contact Center E-commerce Omnichannel 52

SurveySensum

FEBRUARY 6, 2025

While Qualtrics is known for its advanced features like predictive analytics and complex surveys, QuestionPro is known for its advanced survey creation and detailed market research. However, both tools have drawbacks like steep learning curve, limited customization, expensive pricing plans, etc.

CX 52

CX Sentiment Analysis Text Analytics AI 52

Win the Customer

DECEMBER 11, 2023

Net Promoter Score (NPS) A fundamental metric, NPS reflects the likelihood of customers recommending your brand to others. This indicator encapsulates overall customer satisfaction, serving as a compass for understanding the sentiment and loyalty of your customer base.

Net Promoter Score 69

Net Promoter Score Sentiment Analysis Customer Experience Predictive Analytics 69

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease?

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Aquire

OCTOBER 19, 2021

Then read on to see the importance and overarching categories of analytics, as well as six types of customer analytics that can work well for your business. The importance of customer analytics. Example: 50 percent of customers think product X is not what they expected). Predictive analytics.

Social Media 97

Social Media Net Promoter Score NPS Omnichannel 97

SurveySensum

JANUARY 16, 2025

While Qualtrics is noted for its predictive analytics and advanced surveys, SurveyMonkey is known for its user-friendly drag-and-drop user interface and automated NPS calculation. Some of the notable byproducts of Qualtrics are Customer XM, Employee XM, Brand XM, Design XM, Core XM, and XM Dscvr. SurveyMonkey also scores a 4.4,

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Aquire

SEPTEMBER 18, 2021

What is a customer experience strategy? A customer experience strategy is a holistic plan to increase customer satisfaction and engagement across all interactions with your brand, from discovery to post-purchase. Follow up with customers over the phone or email to get clarifications. Practice social listening.

Customer Experience 98

Customer Experience Social Media Omnichannel AI 98

Retently

APRIL 5, 2024

Key Takeaways A successful in-store customer experience strategy hinges on optimized store layout, interactive elements, demos, and personalized customer service, which all contribute to improved customer satisfaction and loyalty.

Retail 78

Retail Customer Experience Omnichannel Social Media 78

Win the Customer

AUGUST 8, 2023

Automating Feedback Collection AI-powered chatbots and sentiment analysis tools have revolutionized the way businesses collect customer feedback. These intelligent systems engage with customers in real-time, be it on a website, app, or social media platform.

Customer Feedback 52

Customer Feedback Sentiment Analysis AI Artificial Intelligence 52

TeamSupport

APRIL 23, 2024

Understanding the Importance of Customer Support Customer satisfaction is a necessity for the longevity of a successful business. Providing good customer service fosters trust and loyalty among clients. By providing timely assistance, agents can establish themselves as partners.

Manufacturing 52

Manufacturing Technology Technology Predictive Analytics 52

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 115

Sentiment Analysis Net Promoter Score NPS Touchpoint 115

Execs In The Know

MARCH 7, 2025

Rising employee burnout and turnover in customer service roles. The rapid evolution of social media as a CX channel. With so many forces at play, the risk isnt just falling behind its investing in the wrong solutions and losing customer trust in the process. The demand for hyper-personalized, always-on experiences.

AI 52

AI CX Artificial Intelligence Predictive Analytics 52

Lumoa

JANUARY 11, 2022

Analyze feedback from any source; surveys, chat, reviews, Social media, phone calls, etc. 2. Survicate Survicate is a popular customer feedback tool that offers four preeminent services: Mobile App Surveys, Website Feedback Surveys, Surveys & Forms. Analyze feedback in more than 60+ languages. Promotoer.io

NPS 97

NPS Net Promoter Score Sentiment Analysis Text Analytics 97

Retently

AUGUST 5, 2024

If you’re looking to boost your customer satisfaction and drive business growth, you’ve come to the right place. Your journey to improved customer satisfaction and business growth starts here! Because it provides clear, actionable insights into customer satisfaction and loyalty. Top Pick for B2B SMBs 1.

NPS 100

NPS B2B Net Promoter Score Actionable Insights 100

Lumoa

APRIL 28, 2024

At the same time, your customers expect to get the same level of support , no matter if they reach out on Facebook or via email. Customer experience platforms make it possible to manage all the customer data in one platform and reach out to them when they need it.

Sentiment Analysis 78

Sentiment Analysis Compliance AI Social Media 78

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease?

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

Logicalware

MARCH 1, 2023

For example, a customer may start their shopping journey by browsing products on a website but then choose to visit a physical store to see the product in person before making a purchase. Alternatively, a customer may receive personalised recommendations via email or social media, which they can then purchase in-store.

Customer Service 52

Customer Service Customer Experience Touchpoint Sentiment Analysis 52

SurveySensum

MAY 2, 2024

By analyzing viewer behavior, Netflix identifies trends and preferences, leading to the creation of successful original series and movies tailored to audience interests, enhancing customer satisfaction and retention. Take TechStore, a tech retailer whose social media was ablaze with complaints about their clunky, outdated POS system.

Close the Loop 52

Close the Loop Customer Service Social Media Innovation 52

Logicalware

JULY 26, 2023

Contact centres can offer instant and personalised support by leveraging AI, significantly reducing response times and enhancing overall customer satisfaction. O Omnichannel: A customer-centric approach that integrates various communication channels (e.g., voice, chat, email, social media) to offer seamless interactions.

Artificial Intelligence 52

Artificial Intelligence AI Sentiment Analysis Machine Learning 52

Beyond Philosophy

DECEMBER 23, 2015

This is then combined, or integrated, with qualitative and quantitative customer research (in other words, it is not possible to gain a complete MRI of customer behavior without tactical and strategic research), especially in areas of customer need and behavioral segmentation.

VOC 100

VOC Predictive Analytics Customer Loyalty Customer Retention 100

SugarCRM

AUGUST 27, 2024

The two combined tools can offer a complete overview of manufacturing operations, allowing manufacturers to optimize their processes, reduce costs, and enhance customer satisfaction. What we'll Cover: CRM-Driven Analytics in Manufacturing CRM-driven analytics leverages data analysis tools to gather insights from customer data.

Manufacturing 49

Manufacturing CRM ML Predictive Analytics 49

Experience Investigators

MAY 7, 2024

I bet you can relate to these points of interaction: Hyper-Personalization : This is not just about addressing customers by their names but understanding their unique preferences at a granular level. AI analyzes individual purchase history, browsing behavior, and social media activity to craft experiences that resonate on a one-to-one level.

AI 52

AI Artificial Intelligence Sentiment Analysis Customer Experience 52

Retently

DECEMBER 10, 2024

Retently: The All-in-One Customer Satisfaction Platform Retently is a versatile customer experience management platform designed to help businesses measure, analyze, and enhance customer satisfaction. Qualtrics stands out for its analytics and reporting tools. Retently Dashboard 2.

NPS 78

NPS CRM Customer Satisfaction Sentiment Analysis 78