InteractionMetrics

MARCH 13, 2025

Sentiment analysis reveals the emotions your customers feelbut knowing how they feel is only useful if you know why they feel the emotion in the first place. We provide comprehensive text analysis services that include sentiment analysis to deliver actionable insights you can use to improve the customer experience.

Sentiment Analysis 52

Sentiment Analysis Customer Experience Machine Learning Social Media 52

ECXO

OCTOBER 23, 2024

Sentiment analysis algorithms can process vast amounts of customer feedback from multiple sources, such as social media platforms, online reviews, and surveys. This helps organizations identify trends, sentiments, and areas for improvement. Furthermore, AI enables organizations to gather and analyze customer feedback at scale.

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

SurveySensum

JANUARY 20, 2025

Thats where sentiment analysis comes in – turning raw feedback into actionable insights. What is Sentiment Analysis? Sentiment analysis is the process of analyzing open-ended feedback using AI technologies like natural language processing, machine learning, and text analytics. Lets find out.

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

SurveySensum

FEBRUARY 24, 2025

Amongst many in the market, two techniques stand out Text analysis and Sentiment Analysis. What is Sentiment Analysis? Sentiment analysis , also called opinion mining, is a specialized form of text analysis that focuses on detecting the emotional tone behind a piece of text. What They Analyze?

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Machine Learning 52

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

ECXO

AUGUST 12, 2024

MarTech-Driven Transformation: Navigating the Future of Customer Experience Introduction In today’s fiercely competitive business landscape, delivering a superior customer experience (CX) is not just an advantage—it’s essential. The ECXO is an open access CX Professional Business Network.

Customer Experience 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

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 378

Customer Experience Social Media Predictive Analytics AI 378

PeopleMetrics

FEBRUARY 13, 2025

AI Can Help with Analysis, But Business Intelligence Still Matters AI has transformed the analysis of customer feedback, with text analytics, sentiment analysis, and predictive modeling surfacing insights faster than ever. Your role as a CX or market research professional? Be the glue that connects these teams.

VOC 109

VOC Legal AI Sentiment Analysis 109

Intercom, Inc.

OCTOBER 22, 2020

According to Nate Brown , the companies that move from reactive customer service to a more holistic, proactive customer experience (CX) approach will be the ones that ultimately survive and thrive. Taking a holistic approach to CX. Here’s Nate: “As Annette Franz would say, ‘A CX change is culture change.’ Voice of the customer.

CX 218

CX Voice of the Customer Sentiment Analysis Close the Loop 218

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 424

NPS Customer Feedback Net Promoter Score B2C 424

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. Sentiment analysis offers a practical way for businesses to monitor and respond to customer emotions within seconds. What Is Sentiment Analysis?

Sentiment Analysis 52

Sentiment Analysis CX AI Machine Learning 52

PeopleMetrics

JANUARY 16, 2025

Sentiment Analysis (Happening) AI-powered sentiment analysis helps companies gauge customer emotions through unstructured data (open ended comments) across feedback channels. These programs flag issues from unstructured customer feedback and summarize key themes and sentiment in real-time.

AI 71

AI VOC Sentiment Analysis E-commerce 71

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

Callminer

MARCH 2, 2020

Speech analytics solutions provide valuable insights on first call resolution and other metrics, as well as sentiment analysis that can reveal insights about why some inquiries aren’t resolved on the first call.

Sentiment Analysis 291

Sentiment Analysis Customer Satisfaction Start-ups Technology 291

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

Customer Think

APRIL 18, 2023

While employees might shut off the lights and lock the doors at the end of a long day, consumers and potential consumers engage with your brand online 24/7 — posting and reading reviews about your brand’s CX — the great, the so-so, and the downright […]

Sentiment Analysis 64

Sentiment Analysis CX AI Technology 64

SurveySensum

DECEMBER 30, 2024

If youre looking for advanced features, greater scalability, or a platform that aligns better with your unique customer needs and long-term CX goals, there are alternatives to CustomerGauge that may better suit your specific customer needs and long-term CX goals. Their CX experts have your back, guiding you from start to finish.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 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. Additionally, DataScribe’s capabilities include real-time sentiment analysis that gauges customer emotions as they shift during the conversation.

Customer Retention 52

Customer Retention Sentiment Analysis Contact Center Compliance 52

Fonolo

MARCH 16, 2023

Dennis Wakabayashi, CX Expert, Team Wakabayashi: “I see new kinds of data that we’ve never seen before plugging into customer care; digital footprint metrics like number of chats, or number of clicks to the website, or other additional steps in the customer journey. And they’re changing quickly.

Contact Center 151

Contact Center Sentiment Analysis NPS Customer Satisfaction 151

Fonolo

JANUARY 12, 2023

When customers do connect with an agent, in-call sentiment analysis can decode customers’ emotions and offer in-call prompts, supporting agents, and improving metrics like first call resolution. Tools that personalize CX. Sentiment Analysis. Sentiment Analysis. Conversational AI (Chatbots).

Artificial Intelligence 138

Artificial Intelligence Contact Center Sentiment Analysis AI 138

Callminer

APRIL 20, 2018

Customer experience (CX) is evolving. As a CX leader, you also need to know which technologies will help you achieve your core objectives in managing the customer experience. Drill down to the fundamentals of CX programs – In order to advance your customer experience program, everyone must be responsible for customer experience.

Contact Center 186

Contact Center Customer Experience Machine Learning Artificial Intelligence 186

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

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. Lets start with Qualtrics. Then explore the top 15 Qualtrics competitors and alternatives.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Callminer

MAY 27, 2020

These enhanced customer profiles open the door to a wide variety of improvements in predictive support which often help to better the customer experience (CX). By aggregating data from the various channels that a customer has used to contact the company, contact centers can create more detailed customer profiles.

Contact Center 207

Contact Center Sentiment Analysis Machine Learning AI 207

PeopleMetrics

FEBRUARY 27, 2025

So, youve launched a relationship survey, set a CX baseline, and now youre ready to dive into transactional VoC. Automated Sentiment Analysis AI can instantly categorize open-ended responses, identifying themes and emotions without the need for manual coding. But at the end of the day, CX is about people.

VOC 62

VOC Sentiment Analysis Close the Loop Predictive Analytics 62

Lumoa

JANUARY 8, 2024

Sentiment Analysis: Picture this – Let’s say Apple launches its newest iPhone. Sentiment analysis steps in, swiftly categorizing these reviews as positive, negative, or neutral. Advanced Features: Does it have features like sentiment analysis, entity recognition, and machine learning integration?

Sentiment Analysis 147

Sentiment Analysis Text Analytics Machine Learning ML 147

CSAT.AI

NOVEMBER 17, 2022

Identify the methods that your customers prefer and focus your efforts on those while staying on top of changing CX and EX needs. It’s a customer service QA and CX platform built for Zendesk. Qualtrics data found that both age and country impacts preferred channels. What Are You Missing in Automation for Customer Service?

Customer Service 127

Customer Service Sentiment Analysis Contact Center AI 127

CX Network

MAY 5, 2023

Jeannie Walters explains how CX leaders can use AI and sentiment analysis to develop more accurate personas and personalized journeys

Sentiment Analysis 98

Sentiment Analysis AI CX 98

Retently

OCTOBER 11, 2024

Quality Assurancetools are versatile, offering customizable features like scorecards and sentiment analysis to suit various business needs and optimize service quality. Sentiment Analysis : Automatically tag feedback with sentiment indicators, allowing your team to quickly spot emerging issues and take action.

Retail 133

Retail Scorecard Sentiment Analysis Customer Service 133

CSAT.AI

FEBRUARY 15, 2023

With agile principles, businesses can provide great CX, customer service quality assurance and CSAT while reducing customer churn and improving processes. Customer service teams should constantly be looking for ways to improve CX (and EX too). This agile model is in-keeping with customer expectations.

CX 98

CX Contact Center Sentiment Analysis Innovation 98

CSAT.AI

JULY 12, 2023

Customers Want Better Service and CX Customers are demanding great CX. Companies Want to Get Better CX Results Microsoft surveyed businesses from multiple continents for their 2023 report: Global State of Customer Service Sophistication. The Zendesk Trends Report acknowledged that AI is a driver in CX.

AI 88

AI CX Gambling Sentiment Analysis 88

SurveySensum

MARCH 10, 2025

Sentiment Analysis and Emotion Detection Words carry emotions. Thats why Sentiment Analysis and Emotion Detection are critical in Conversational Analytics. With SurveySensum you get easy-to-read, customizable, real-time dashboards that help CX teams: Track customer sentiment trends Categorize feedback automatically (e.g.,

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

Beyond Philosophy

AUGUST 15, 2019

We were happy to note that some organizations perform a “sentiment analysis” that picks up on trends in customer emotions. Peppers also thinks this is promising because it opens the doors to contact center analysis for observational data. The Effect of CX on Lifetime Value. Metrics can help you improve your experience.

Net Promoter Score 125

Net Promoter Score VOC CX NPS 125

RateMyService

NOVEMBER 18, 2024

This kind of emotional insight can make it easier to rally teams around CX initiatives because everyone can understand the impact on human emotion. Include a question to capture this for sentiment analysis. Consider how and what you’d prioritise if you knew 20% of your customers left a recent experience feeling frustrated.

Net Promoter Score 52

Net Promoter Score E-commerce Sentiment Analysis NPS 52

Zendesk

JANUARY 30, 2023

What is customer sentiment analysis? Customer sentiment analysis is when a company uses automation to examine feedback left by customers in surveys, social media posts, and so on. Meanwhile, this analysis can provide an overview of the types of tickets being submitted, which helps support teams identify common issues.

Sentiment Analysis 98

Sentiment Analysis Net Promoter Score Social Media Actionable Insights 98

Zendesk

MAY 9, 2023

Today at our flagship global conference, Zendesk Relate , we unveiled the future of intelligent CX, which will transform the customer experience by delivering personalized, empathetic, and effortless experiences that are a perfect blend of IQ and EQ. We’re excited to embark on this journey of intelligent CX together.

AI 97

AI CX Artificial Intelligence Sentiment Analysis 97