eglobalis

JULY 2, 2024

In CX, the same applies to CSAT, CES, and whatever. Comprehensive feedback from multiple sources, integrating Voice of the Customer (VOC), metrics, measurements, data analytics, real-time sentiment analysis, and evolving AI developments, is essential for gaining a complete customer understanding.

NPS 480

NPS Customer Feedback Net Promoter Score B2C 480

SurveySensum

FEBRUARY 6, 2025

Qualtrics and QuestionPro are both popular CX tools in the current market. Are they helping you meet your CX goals? Qualtrics, QuestionPro, and SurveySensum The Introduction Qualtrics and QuestionPro are both popular CX tools and are well-known in the CX industry. But are they living up to your expectations?

CX 52

CX Sentiment Analysis Text Analytics Social Media 52

PeopleMetrics

FEBRUARY 27, 2025

So, youve launched a relationship survey, set a CX baseline, and now youre ready to dive into transactional VoC. Heres how: Predictive Issue Identification AI can analyze early pilot responses and flag recurring customer issues before they become systemic, allowing businesses to proactively address problems before they lead to churn.

VOC 62

VOC Close the Loop Sentiment Analysis Predictive Analytics 62

CSAT.AI

FEBRUARY 22, 2023

You can get in the water by using accessible AI support apps on Zendesk to help CX and EX that integrate with what you already use. The 2023 Zendesk CX Trends Report reveals customers are becoming more comfortable with being served by AI and companies are investing in it. AI based sentiment analysis reviews inquiries and interactions.

AI 86

AI Sentiment Analysis CX Predictive Analytics 86

SurveySensum

FEBRUARY 17, 2025

stop words, special characters) and structures the text for analysis. Sentiment Analysis : The tool detects the overall sentiment of the text, labeling it as positive, negative, or neutral based on tone and context. 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

SurveySensum

MARCH 3, 2025

Tracking Customer Sentiments The key to making informed business decisions is to understand how customers feel about your brand, product, or service and social media is a goldmine of customer opinions. Real-Time Sentiment Tracking: Brands can monitor sentiment trends over time and detect sudden shifts in perception.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis AI 52

SurveySensum

JANUARY 16, 2025

In this comparison, well break down the strengths, weaknesses, and standout features of both tools to help you identify the one that fits your requirements, enhances your CX strategy , and stays within your budget. It is ideal for a business to create online surveys effectively and generate strategic analytics and insights.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

CSAT.AI

SEPTEMBER 25, 2017

Revuze’s software utilizes NLP, a form of artificial intelligence, and computational linguistics to filter for words that reveal customer attitudes and emotion, which are revealed in a sentiment analysis report. Now, you’re on the right track to begin using artificial intelligence-based predictive analytics.

Artificial Intelligence 59

Artificial Intelligence Predictive Analytics Unstructured Data Sentiment Analysis 59

SurveySensum

OCTOBER 29, 2024

Different Types of Contact Center Analytics There are different types of analysis that fall under the contact center analytics umbrella that can be applied to the customer center data and insights. Let’s understand each of them. Well, not anymore.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

Hodusoft

NOVEMBER 27, 2024

In the words of Shep Hyken, world-renowned customer service and CX expert, researcher, award-winning keynote speaker, and a New York Times and Wall Street Journal bestselling author, “There is a big difference between a satisfied customer and a loyal customer. Customer loyalty is the key. Customer loyalty cannot be bought.

Customer Loyalty 52

Customer Loyalty Contact Center E-commerce Omnichannel 52

Experience Investigators

FEBRUARY 20, 2024

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. These predictive insights are game-changers, enabling us to act before a customer becomes a detractor. CX Leaders Needed!

Voice of the Customer 98

Voice of the Customer VOC AI Artificial Intelligence 98

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. Features & Usability QuestionPro supports unlimited surveys, logic (branching, skip, loop), and strong analytics like sentiment analysis and heatmaps.

E-commerce 40

E-commerce Hospitality Hospitality Sentiment Analysis 40

Win the Customer

DECEMBER 11, 2023

In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. In this regard, specific key indicators stand out as crucial focal points for senior service managers aiming for triumph in CX management.

Net Promoter Score 69

Net Promoter Score Sentiment Analysis Customer Experience Predictive Analytics 69

SurveySensum

MARCH 19, 2025

Are you struggling to decide between Qualtrics and Microsoft Forms for your CX improvements? Qualtrics, Microsoft Forms, and SurveySensum The Introduction Qualtrics is known for its predictive analytics and advanced surveys, while Microsoft Forms for its user-friendliness and simplicity. Let’s begin with Qualtrics.

Text Analytics 52

Text Analytics Social Media Actionable Insights AI 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). Look for tools that provide intuitive dashboards to simplify data analysis, allowing you to track trends and filter responses by customer segments.

Sentiment Analysis 117

Sentiment Analysis Net Promoter Score NPS Touchpoint 117

Lumoa

JANUARY 11, 2022

Besides just creating surveys, it’s also possible to identify customer sentiments in feedback with their sentiment analysis feature. Sentiment analysis Yearly, weekly and monthly tracking of trends Read more: Surveysparrow 5.

NPS 97

NPS Net Promoter Score Sentiment Analysis Text Analytics 97

Lumoa

APRIL 28, 2024

78% of customers have backed out of a purchase due to a poor customer experience (CX). The pressure is rising for businesses to step up their CX game. They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting.

Sentiment Analysis 78

Sentiment Analysis Compliance AI Social Media 78

SurveySensum

MAY 31, 2024

“60% of CX Leaders Expect AI to Have ‘transformative’ or ‘significant’ impact.” With so many leaders betting big on AI, it is certain that this technology is all set to disrupt the CX landscape. What is an AI customer experience (CX)? Here’s where you utilize AI for CX yet again.

AI 52

AI CX Customer Experience Sentiment Analysis 52

Experience Investigators

MAY 7, 2024

Why Every CX Leader Needs to Understand (And Have a Basic Strategy About) AI Understanding AI is not just about keeping pace with technology; it’s about leading the charge in innovation and personalization and advocating for customers at the same time. If you’re facing a challenge building AI into your CX strategy, I’m here to help.

AI 52

AI Artificial Intelligence Sentiment Analysis Customer Experience 52

SurveySensum

JANUARY 16, 2025

In this comparison, well break down the strengths, weaknesses, and standout features of both tools to help you identify the one that fits your requirements, enhances your CX strategy , and stays within your budget. It is ideal for a business to create online surveys effectively and generate strategic analytics and insights.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Execs In The Know

JUNE 9, 2023

AI Is a Top Destination for Investment In our CX Leaders Trends & Insights: 2022 Corporate Edition , we discovered that 61% of organizations have either applied the use of AI to their contact center organizations or expect to soon. By analyzing vast amounts of data, AI algorithms can predict customer behavior, preferences, and needs.

AI 52

AI Predictive Analytics Artificial Intelligence Sentiment Analysis 52

DMG Consulting

APRIL 14, 2023

Sentiment analysis, for example, provides insights into the experience of both the customer and the employee. Interaction analytics output, when used in conjunction with predictive analytics, sentiment analysis, and other relevant data, can improve many aspects of an organization’s operations.

Omnichannel 48

Omnichannel Sentiment Analysis Net Promoter Score Contact Center 48

Logicalware

JULY 26, 2023

The benefits of AI within the contact centre AI’s predictive analytics capabilities enable contact centres to anticipate customer needs, forecast call volumes, and identify emerging trends, to name a few benefits, empowering contact centres to manage resources and deliver seamless service proactively.

Artificial Intelligence 52

Artificial Intelligence AI Sentiment Analysis Machine Learning 52

1 to 1

JULY 25, 2024

By Ricardo Saltz Gulko This article is published through a partnership with the European CX Organisation (ECXO). In customer experience (CX), metrics like CSAT and CES face similar limitations. Return on Investment (ROI) : Calculates profitability from specific CX investments. Read the original here.

Sentiment Analysis 20

Sentiment Analysis Customer Feedback Net Promoter Score NPS 20

Ameyo Callversations

AUGUST 24, 2022

The Natural Language Processing (NLP) technology used in these bots uses predictive analytics to understand user intent from their conversation or queries raised. Sentiment Analysis for Chatbot Behavior. This is where sentiment analysis is crucial to train chatbots with human-like capabilities.

AI 52

AI Sentiment Analysis Contact Center Artificial Intelligence 52

Zonka Feedback

DECEMBER 26, 2023

Zonka Feedback uses the power of Artificial Intelligence to deliver smart analysis from text responses. It offers smart text analysis, sentiment analysis, decoding intent, and much more. Its predictive analytics modelling allows businesses to identify trends and make decisions.

AI 52

AI Artificial Intelligence Sentiment Analysis Customer Feedback 52

Retently

DECEMBER 10, 2024

While it is well-known for its Net Promoter Score capabilities, Retently extends its functionality to include a full suite of CX metrics , such as Customer Satisfaction (CSAT) and Customer Effort Score (CES). Qualtrics stands out for its analytics and reporting tools. Surveys are fully white-labeled with options for data residency.

NPS 78

NPS CRM Customer Satisfaction Sentiment Analysis 78

Retently

AUGUST 5, 2024

The platform’s robust reporting features provide detailed analytics and sentiment analysis, offering actionable insights for strategic decisions. Yet, it is not focused on CX metrics but is rather closer to general research feedback, given its feedback hub.

NPS 101

NPS B2B Net Promoter Score Actionable Insights 101

Logicalware

MARCH 1, 2023

In this article, we’ll explain what Phygital Customer Experience is, the benefits for your business and your agents, and tools and tips to help you implement Phygital CX as part of your contact centre strategy. So, is Phygital Customer Experience just another buzzword or the next best thing? So, what is Phygital Customer Experience?

Customer Service 52

Customer Service Customer Experience Touchpoint Sentiment Analysis 52

SugarCRM

SEPTEMBER 26, 2023

A growing number of businesses are eager to invest in predictive data analytics to accelerate their CX strategies. But there still is a question: How can companies make customer data actionable to transition from a reactive to a proactive CX approach?

CRM 26

CRM Sentiment Analysis AI Invoicing 26

Lumoa

NOVEMBER 21, 2023

Thankfully, the most relevant AI development technologies evaluating customer feedback rely on sentiment analysis. Lumoa is also the first CX platform to integrate with GPT. When using a CX platform, one still needs to sift through the feedback and check the content.

Customer Feedback 78

Customer Feedback AI Machine Learning Social Media 78

Hodusoft

AUGUST 29, 2024

Sentiment Analysis: A process that uses NLP and ML technology to determine the emotional tone (negative, positive, or neutral) of a piece of text. Predictive Analytics: The process of using historical data to forecast future events or outcomes.

Contact Center 52

Contact Center AI Artificial Intelligence Compliance 52

SurveySensum

NOVEMBER 23, 2023

This simple metric has brought groundbreaking changes to CX and has become very significant in such a short time. Using this free NPS tool, you can analyze data with real-time , journey-based dashboards, and identify customer issues with a sentiment analysis feature.

NPS 52

NPS Net Promoter Score Sentiment Analysis Social Media 52

SugarCRM

MARCH 28, 2024

For example, omnichannel communication is essential for organizations that want to boost CX and customer satisfaction levels by allowing customers to interact with businesses on their preferred communication channel, email, phone calls, or chatbots. Lead Management In manufacturing, sales journeys are incredibly intricate and complex.

Manufacturing 26

Manufacturing CRM Sales Sentiment Analysis 26

SurveySensum

DECEMBER 1, 2021

This simple metric has brought groundbreaking changes to CX and has become very much significant in such a short time. Using this free NPS tool, you can analyze data with real-time, journey-based dashboards, and identify customer issues with a sentiment analysis feature. . Best features . Custom branding missing. GetFeedback.

NPS 52

NPS Net Promoter Score Sentiment Analysis CRM 52

Zendesk

JANUARY 25, 2024

Increase customer satisfaction According to the Zendesk CX Trends Report 2024 , 81 percent of consumers say the quick and accurate resolution of issues or complaints heavily influences their decision to purchase. Different ways to use AI in contact centers CX leaders are continuously finding new ways to use AI in customer service.

AI 52

AI Artificial Intelligence Contact Center Machine Learning 52

1 to 1

JULY 3, 2024

By Ricardo Saltz Gulko This article is published through a partnership with the European CX Organisation (ECXO). This transformation, driven by advanced data analytics, machine learning, and predictive technologies, is ushering in a new era of workplace efficiency and personalization. Read the original here.

Predictive Analytics 26

Predictive Analytics AI Sentiment Analysis Machine Learning 26