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

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. This is evident in the power of online reviews, social media shares, and word-of-mouth recommendations.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

SurveySensum

FEBRUARY 24, 2025

When the world is rapidly turning towards AI, businesses are relying on advanced techniques to extract valuable insights customer reviews, social handles, emails, chats, surveys, and whatnot. Amongst many in the market, two techniques stand out Text analysis and Sentiment Analysis. What is Sentiment Analysis?

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Machine Learning 52

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

SurveySensum

MARCH 3, 2025

Social Media Text Analytics. But, what is it, and how does it work for social media monitoring? What is Social Media Text Analytics? Lets now understand how social media text analytics helps monitor social media. How Text Analytics Help Brand in Social Media Monitoring?

Text Analytics 52

Text Analytics Social Media Sentiment Analysis AI 52

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 461

NPS Customer Feedback Net Promoter Score B2C 461

Retently

MARCH 17, 2025

Table of Contents Weekly, Monthly, Quarterly & Yearly CX Reports: Whats the Difference? And thats exactly what CX reports help with not just reacting to problems, but preventing them. But, heres the challenge – not all CX reports are useful. Weekly, Monthly, Quarterly & Yearly CX Reports: Whats the Difference?

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

CSAT.AI

MARCH 13, 2023

According to research it’s Gen Z that follows brands most on social media at 61% compared to 53% of Millennials and 36% of Gen X respondents. Here are 5 social media strategies to help you forge powerful connections with Gen Z: 1. What kind of social experience are you providing? Gen Z emoji usage is different 4.

Social Media 91

Social Media Sentiment Analysis AI Customer Feedback 91

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

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

SurveySensum

FEBRUARY 17, 2025

In this digital age, where feedback can be gathered from multiple sources from social media posts to online reviews, it has become imperative that you dont miss anything as each of these customer activities can be valuable for your business. stop words, special characters) and structures the text for analysis.

Text Analytics 52

Text Analytics Sentiment Analysis Social Media Machine Learning 52

Zendesk

JANUARY 30, 2023

In this article, we’ll explore how customer sentiment analysis helps boost the customer experience by elevating the second piece—VOC. You’ll come away knowing everything you need to get started with customer sentiment analysis and to provide an excellent experience for your customers. What is customer sentiment analysis?

Sentiment Analysis 52

Sentiment Analysis Customer Experience VOC Social Media 52

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

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. This ensures no valuable insight slips through the cracks, whether it’s social media comments, email feedback, or survey responses.

Sentiment Analysis 147

Sentiment Analysis Text Analytics ML Machine Learning 147

Hodusoft

DECEMBER 26, 2024

Equipped with smartphones, they would rather prefer to send text messages, instant messages, emails, or engage through webchat or social media. Disjointed CX Would it be surprising to know that fragmented communication would lead to disjointed customer experience (CX)? phone, chat, social media).

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 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

SurveySensum

MARCH 10, 2025

Businesses today handle millions of customer interactions daily, across emails, live chats, call centers, and social media. Sentiment Analysis and Emotion Detection Words carry emotions. Thats why Sentiment Analysis and Emotion Detection are critical in Conversational Analytics. Thats impossible, right?

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

Experience Investigators

OCTOBER 3, 2023

The opportunity now is for CX leaders to get better at finding and activating unspoken insights from the customer journey, understanding what our customers tell us when they’re simply behaving as normal. 3 Ways to Listen to Untold Customer Feedback Don’t get me wrong, surveys are still valuable for improving your CX strategy.

Sentiment Analysis 98

Sentiment Analysis Artificial Intelligence Social Media Hospitality 98

Fonolo

MARCH 2, 2023

Our influencers discuss how digital transformation is fast-tracking changes to the agent’s role, and why you need to take your customer service to social media. From knowledge bases to chatbots to AI-assisted tools and sentiment analysis, the impact of these tools will be profound. And not a moment too soon.

Contact Center 141

Contact Center Artificial Intelligence Sentiment Analysis AI 141

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. Customer sentiment analysis use cases extended beyond creating return customers, however.

Sentiment Analysis 98

Sentiment Analysis Net Promoter Score Social Media Actionable Insights 98

Comm100

DECEMBER 16, 2024

In this piece, well do a deep dive on customer service automation and the impact that it can create on the overall customer experience (CX). Sentiment analysis AI analyzes customer text or speech to gauge emotion and tone, categorizing interactions as positive, neutral, or negative. keeping context intact.

Customer Service 52

Customer Service Sentiment Analysis AI Social Media 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

Beyond Philosophy

AUGUST 15, 2019

There is observational data today in social media, also, meaning it’s not what people tell you in a poll but what people tell their friends. . We were happy to note that some organizations perform a “sentiment analysis” that picks up on trends in customer emotions. The Effect of CX on Lifetime Value.

Net Promoter Score 125

Net Promoter Score VOC CX NPS 125

Return Customer

JULY 10, 2019

Owing to a growing understanding of the significance of CX, more and more companies are looking at customer service as a proper investment that leads to increased profits. This is done in the form of analysis tools, third-party surveying agencies, etc. One in two millennials has complained about a brand on social media.

Customer Service 109

Customer Service Social Media Customer Journey Map Non-Profits 109

SurveySensum

OCTOBER 29, 2024

Insights can be gathered from multiple sources like email, phone calls, social media, etc, and with the help of contact center analytics data can be consolidated from all these channels to gain a complete picture of the customer journey. Let’s understand each of them. Well, not anymore.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

SurveySensum

MARCH 19, 2025

Are you struggling to decide between Qualtrics and Microsoft Forms for your CX improvements? Let’s explore each tool and see how they differ to determine which best aligns with your CX goals and needs. This comparison will help you make an informed decision. Let’s begin with Qualtrics.

Text Analytics 52

Text Analytics Social Media Actionable Insights AI 52

Beyond Philosophy

JULY 18, 2020

Attitudinal Data refers to how customers talk about products on blogs and social media. However, he offers some practical tips in this area: Begin with a form of sentiment analysis. The post The Big Mistake People Make With Artificial Intelligence appeared first on CX Consulting. Click here find out more.

Artificial Intelligence 114

Artificial Intelligence Machine Learning Sentiment Analysis AI 114

CSAT.AI

MARCH 1, 2023

To engage this generation, it’s important to understand these 5 secrets of CX Gen Z wants from brands. Flexibility and Adaptability Like their TikTok feed, the kind of CX Gen Z expects brands and businesses keeps up with their rapidly changing trends and preferences. Best to lean into the platforms they use though.

CX 69

CX Social Media Sentiment Analysis Technology 69

Hodusoft

APRIL 2, 2025

” At HoduSoft, our HoduCC omnichannel CX suite and contact center solutions automated the contact centers of many telecom companies. The notifications of text messages, instant messages, live chats, and social media chimes incessantly. The phones ring constantly. You definitely shouldn’t. Ask for a Free demo!

Contact Center 52

Contact Center Omnichannel Sentiment Analysis Data Entry 52

CSAT.AI

MARCH 27, 2023

To have these great relationships companies need to create great CX. According to research by Salesforce, “86% of customers say that trust is a factor in their decision to purchase from a company.” To build trust, businesses should create great CX and building an emotional connection with their customers is key to that.

Customer Relationship 63

Customer Relationship CX Sentiment Analysis Social Listening 63

Beyond Philosophy

AUGUST 25, 2022

However, he also says that these channels are likely to become Apps, like social media platform preferences, instead of communication channel preferences. We’ve built the tool sets to do that understanding, to do intent detection, do sentiment analysis, and also understand all from where customers come to interact.

Contact Center 147

Contact Center Artificial Intelligence Sentiment Analysis Start-ups 147

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). Multi-Channel Support for Diverse Customer Touchpoints Customers interact with your business in many ways emails, live chat, mobile apps, social media, and more.

Sentiment Analysis 117

Sentiment Analysis Net Promoter Score NPS Touchpoint 117

Fonolo

FEBRUARY 14, 2023

Because your customers expect to be able to reach you on their preferred type of channel — this can include chat, email, social media, and more. Genesys Cloud CX Genesys Cloud CX leverages AI enhanced functionality and focuses on unifying customer and agent experiences across your channels.

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

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

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

ECXO

MARCH 24, 2024

It can process information about a customer’s past purchases, browsing history, and even social media activity. 5. Social Media Engagement: Metrics like likes, shares, comments, and mentions on social media platforms provide insights into customers’ preferences, brand sentiment, and engagement levels.

AI 156

AI Customer Experience Social Media Machine Learning 156

Lumoa

JANUARY 11, 2022

Analyze feedback from any source; surveys, chat, reviews, Social media, phone calls, etc. Besides just creating surveys, it’s also possible to identify customer sentiments in feedback with their sentiment analysis feature. Analyze feedback in more than 60+ languages.

NPS 97

NPS Net Promoter Score Sentiment Analysis Text Analytics 97