Callminer

SEPTEMBER 14, 2020

Optimize the operations within the call center in order to improve the customer service experience. A business analyst can provide the following benefits for a call center: Improve customer service by determining what customers like or dislike. “The role of the business analyst in call center operations is to…”.

Compliance 182

Compliance Unstructured Data Non-Profits Technology 182

SurveySensum

JUNE 13, 2021

Social listening is observing the mentions, likes, shares, and other interactions that customers and target audiences do online with your brand. It gives a window into the unfiltered view that customers have about your brand, its products, and customer service. .

Social Listening 111

Social Listening CX Unstructured Data Social Media 111

CommBox

JANUARY 18, 2024

Here’s what I have learned as a past CPO and current CEO of one of the leading AI-based customer service and engagement solutions in our market to be the foolproof step-by-step journey your business needs to take in order to effectively and easily implement AI. How-to-get-started-with-AI-in-5-simple-steps.by-Dvir-Hoffman-CEO-at-CommBox

AI 98

AI Unstructured Data Engineering CRM 98

Zendesk

FEBRUARY 10, 2022

Evaluate both structured and unstructured data to develop a comprehensive understanding of your customers and their interactions with your brand. Structured data is quantitative information such as names, geolocations, and credit card transactions.

Customer Experience 98

Customer Experience Unstructured Data Customer Journey Map Net Promoter Score 98

SurveySensum

JULY 12, 2019

As per a report by Dimensional Research, 52% of customers continued to use more products or services from a company after having a positive customer experience, and 51% recommended the company to others. A research by Gartner claimed 80% of your future revenue comes from 20% of current customers.

Customer Retention 68

Customer Retention Customer Experience Management Customer Experience Unstructured Data 68

Lumoa

FEBRUARY 16, 2023

They will also help you train your customer service reps in de-escalation. Insights from data analytics can help create new product designs or services. Data can also inform pricing strategies for a better return on investment. Always Respond to VoC You want all customers to feel appreciated and valued.

VOC 88

VOC Unstructured Data Customer Feedback Voice of the Customer 88

SurveySensum

APRIL 11, 2025

An ad-hoc survey, on the other hand, would focus only on churned customers to find out exactly why they left – whether it was due to a spike in prices, a feature getting retired, or poor customer service. For a software company, ease of use and customer service response time may be key drivers of NPS.

Key Driver Analysis 52

Key Driver Analysis Text Analytics Sentiment Analysis NPS 52

Zendesk

DECEMBER 7, 2021

Consumers say that having to repeat themselves is among the most frustrating aspects of a bad customer service experience —and roughly half of customers say they would switch to a competitor after just one negative experience. Plus, there are AI-powered recommended replies that help customer service reps work more efficiently.

AI 97

AI Customer Experience Artificial Intelligence Machine Learning 97

CSAT.AI

SEPTEMBER 25, 2017

If you don’t have relational data or someone to analyze it, you’re not alone. But, you’ll need to get there to remain competitive in today’s customer service era. We’ll also discuss what you’ll need to implement to ensure that you have the right data in the future to begin analyzing customer sentiment or predict customer churn.

Artificial Intelligence 59

Artificial Intelligence Predictive Analytics Unstructured Data Sentiment Analysis 59

Execs In The Know

MARCH 4, 2022

Having insight into not only the touchpoints through which customers engaged with your brand but also customer sentiment, behavior, and emotions is crucial for businesses to provide seamless, omnichannel customer experiences throughout the customer journey. Best Practices for Customer Journey Analytics.

Customer Journey Map 98

Customer Journey Map Touchpoint Machine Learning Unstructured Data 98

Qualtrics

OCTOBER 9, 2020

Unstructured data is becoming an increasingly important part of a successful listening program. CX leaders all recognize the importance of a robust structured VoC data collection program. First off, can you explain what unstructured data is? social media comments , user reviews, etc.).

Unstructured Data 20

Unstructured Data Sentiment Analysis CX Machine Learning 20

SurveySensum

JANUARY 20, 2025

However, most customer feedback comes as unstructured datalacking a common shape or formwhich can make analysis time-consuming and complex. Tools like SurveySensum text and sentiment analysis simplify this process by automating the analysis of unstructured data and identifying underlying sentiments with ease.

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

SurveySensum

MARCH 3, 2025

By analyzing these conversations, you can identify common pain points and take proactive steps to improve your products and overall customer experience. How text analytics helps Pattern Recognition: You can detect recurring themes in customer complaints, such as poor customer service, defective products, or pricing issues.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis AI 52

InteractionMetrics

JANUARY 31, 2025

Satrix Solutions Satrix Solutions is an excellent option for businesses looking for expert guidance in B2B customer experience and voice of customer services. Their CX consulting services are paired with unbiased market research, and they offer survey, phone, and interview programs.

Customer Satisfaction 52

Customer Satisfaction Social Media Mystery Shopping Net Promoter Score 52

SurveySensum

FEBRUARY 24, 2025

Both Work With Unstructured Data : Both text and sentiment analysis deals with unstructured customer data and feedback, such as texts, emails, surveys, social media conversations, online reviews, etc. By leveraging data-driven insights, you can increase conversion rates and improve customer acquisition efforts.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Machine Learning 52

SugarCRM

APRIL 26, 2021

But Sugar’s tools go one step further, analyzing and interpreting the data that’s available to you and making predictions about it so you can decide your company’s next course of action. If you’re ready to discuss how Sugar can help your company smash its data silos, reach out to us to schedule a demo or for more specialized assistance.

Unstructured Data 59

Unstructured Data CRM Finance Artificial Intelligence 59

Ameyo Callversations

APRIL 21, 2022

A contact center is a facility where customer service representatives answer customer queries over phone calls, emails, chat, social media, and other channels. The contact center operator supplies its services to many organizations simultaneously. Can Tech ALONE Enhance Customer Experience?

Contact Center 52

Contact Center Technology Technology Unstructured Data 52

Comm100

APRIL 26, 2020

Customer Experience is just the best… not just the work, but the people doing the work. I came into CX through the left-field of Customer Service. The idea of designing great experiences even BEFORE they reach customer service would change my whole outlook on service. There is no other group like it!

CX 52

CX Unstructured Data CXM Real Estate 52

Intercom

MAY 31, 2023

Deep learning algorithms are highly effective at processing complex and unstructured data, such as images, audio, and text, and have enabled significant advances in a wide range of applications such as natural language processing, speech recognition, and image recognition systems that include facial recognition, self-driving cars, etc.

AI 72

AI Machine Learning Artificial Intelligence Unstructured Data 72

SugarCRM

OCTOBER 15, 2019

CRM systems can leverage the Internet of Things (IoT; a system of interrelated computing devices, mechanical and digital machines that have the ability to transfer data over a network with no human interaction) to enhance end-to-end processes by connecting products, devices and equipment.

Manufacturing 33

Manufacturing CRM Unstructured Data Predictive Analytics 33

SugarCRM

JANUARY 18, 2022

While data is indispensable to any modern business, it’s useless by itself. Up to 95% of all businesses say that managing their unstructured data is a problem. Yet managing unstructured data isn’t the real problem—understanding it is. The Distinction Between Data and Analytics. But there’s a catch.

Unstructured Data 42

Unstructured Data CRM Social Media Start-ups 42

Hodusoft

OCTOBER 2, 2024

” AI can easily identify unintentional misinformation, discrepancies, as well as potential errors by scanning all available structured and unstructured data sources to get a clear picture. Boosting Patient Satisfaction “The impact of Al on the customer service function cannot be overstated.”

Healthcare 52

Healthcare AI Contact Center Unstructured Data 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

SurveySensum

MARCH 3, 2022

A VOC tool is software that allows you to collect feedback and generate in-depth analysis reports from unstructured data. The ultimate aim of using it is to derive insights, make data-driven business decisions, and create exceptional customer experiences. . Excellent customer support. Verint ForeSEE. Conclusion.

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

SugarCRM

OCTOBER 24, 2023

Because of the data-backed content, such campaigns will likely have higher conversion rates. When used on unstructured data sets, such tools can assist data enrichment, giving your marketing and sales teams more insights into lead preferences and expectations enabling them to craft impactful messages and strategies.

CRM 26

CRM AI Invoicing Predictive Analytics 26

Steven Van Belleghem

MAY 19, 2020

Just to put things in perspective: we don’t see our customer support as a contact center but rather an advice center. In that regard, our customer service team resides at the core of Viata. At the basic level, we plan to achieve efficiency through the automation of simple tasks that handle structured data.

Contact Center 52

Contact Center E-commerce Start-ups Innovation 52

Fonolo

NOVEMBER 17, 2020

That includes our experience as customers. Modern consumers are no longer willing to accept poor customer service. More than 80% of customers now say the experience a company provides is as important as its products. . More than two-thirds of service providers will move their contact centers to the cloud in 2020.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Hodusoft

MARCH 12, 2025

That makes it all the more critical for banks and financial institutions to streamline communication and provide prompt service to customers. As Drew Kraus, who is the VP Analyst at Gartner, rightly asserted, “The impact of Al on the customer service function cannot be overstated.”

Contact Center 52

Contact Center AI Machine Learning Finance 52

InteractionMetrics

NOVEMBER 11, 2024

And he said, Martha, I really care about evaluating our customer service, our email, our chat, our calls. So it was kind of like, yes, measurement of aspects of the customer experience. In this case, it was customer service. And of course, customer experience is a lot more than customer service.

NPS 52

NPS Net Promoter Score Start-ups Unstructured Data 52

InteractionMetrics

MAY 28, 2019

How can we increase customer loyalty? How can we make sure that our customer service reinforces our brand? Whether tactical or strategic, when done correctly, Customer Listening gives you greater accountability, more insight, and a lens into the details that will boost employee and customer happiness.

Mystery Shopping 40

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

InteractionMetrics

OCTOBER 16, 2023

Before placing the order, the customer reviews their order and feels confident. Unfortunately, the sweater is not the color that the customer imagined. The customer contacts customer service to initiate a refund. Analyze the data, teasing out correlations and causation if possible. Interviews? Observations?)

Customer Experience 52

Customer Experience Net Promoter Score Retail CX 52

Intercom

APRIL 20, 2023

Even better is taking that unstructured data and helping us learn from that at scale. It can tell a salesperson or customer service to reach out or send an automated communication to say “Hey, we noticed your order didn’t go through. Have you had any issues?”

Net Promoter Score 52

Net Promoter Score Customer Experience CX Finance 52

SurveySensum

APRIL 15, 2025

A VOC tool is software that allows you to collect feedback and generate in-depth analysis reports from unstructured data. The ultimate aim of using it is to derive insights, make data-driven business decisions, and create exceptional customer experiences. Let’s dive in and learn more about these VoC tools!

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

Comm100

FEBRUARY 17, 2025

Like the iPhone, AI is taking things weve always done, analyzing data, automating tasks, personalizing experiences, and making them smarter, faster, and in some cases, transforming them entirely. Its weaving itself into industries like sports betting and customer service rapidly, changing them as we know it.

Sports 52

Sports AI Machine Learning Gaming 52

SurveySensum

JANUARY 13, 2025

When you tap into feedback from every channel, you get a complete, unfiltered picture of your customers’ expectations , frustrations, and needs. This means you can tweak your marketing, sales, and customer service in real-time, making every campaign more impactful and efficient. But it doesnt stop there.

Omnichannel 52

Omnichannel Social Media Sentiment Analysis Touchpoint 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

Confirmit

MAY 29, 2018

Analyze: Perform advanced analysis of the feedback, including structured and unstructured data, so you can improve business results and create a clear view of issues you need to address. Design tailored reporting to provide actionable insight at every level of the business, from customer service managers to the CEO.

Voice of the Customer 40

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