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

JANUARY 20, 2025

From social media reviews to survey responses, customer data is everywhere. Sentiment analysis is the process of analyzing open-ended feedback using AI technologies like natural language processing, machine learning, and text analytics. It is part of a great umbrella of text mining called text analysis.

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

SurveySensum

MARCH 10, 2025

With the right text analytics software. What is Conversation Analytics? Conversational Analytics is the process of analyzing customer interactions – across chats, emails, call transcripts, surveys, and other communication channels – to extract insights, detect trends, and improve customer experience.

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

SurveySensum

JUNE 13, 2021

Most startups and even large-scale organizations have a detailed CX strategy in place. Here are some such marketing strategies to expand your CX strategy. Automation and marketing together can help your business refine its CX strategy tremendously. They need to devise ways to use the data to improve CX.

Social Listening 111

Social Listening CX Unstructured Data Social Media 111

Lumoa

FEBRUARY 9, 2023

By the way, did you know that Lumoa’s analytics is powered by AI? The situation when B2B CX was very distant from B2C CX has been rapidly changing. ” Build a cross-functional CX team: get the key players from the whole company (chief executives, heads of departments) onboard CX transformation.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

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

Lumoa

JANUARY 8, 2024

There’s an avalanche of text data out there. That’s where text analysis, or text mining, comes into play. To remind you a bit of what it is and what it does, text analytics uses transforms unstructured text into structured data that’s actually useful for business decisions.

Sentiment Analysis 147

Sentiment Analysis Text Analytics ML Machine Learning 147

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Learn More about the role of AI in CX. By the way, did you know that Lumoa’s analytics is powered by AI? The situation when B2B CX was very distant from B2C CX has been rapidly changing.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

SurveySensum

OCTOBER 29, 2024

It Enables Omnichannel Analytics : In this digital world, customer feedback is not gathered in a traditional manner anymore. For example , you can use text analytics to automate the task of processing and analyzing thousands of customer feedback related to your delivery experience and notice a recurring pain point around late deliveries.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

Confirmit

JUNE 10, 2018

Open-ended survey responses and free-form text stored in business systems and on social media promise a wealth of insight into consumer opinions. Advances in technology have introduced text analytics as a means of automating and streamlining review, categorization, and the analysis of sentiment behind the text.

Text Analytics 40

Text Analytics Social Media Customer Experience Voice of the Customer 40

Confirmit

JUNE 10, 2018

Open-ended survey responses and free-form text stored in business systems and on social media promise a wealth of insight into consumer opinions. Advances in technology have introduced text analytics as a means of automating and streamlining review, categorization, and the analysis of sentiment behind the text.

Text Analytics 40

Text Analytics Social Media Customer Experience Voice of the Customer 40

Callminer

FEBRUARY 27, 2019

Save your reputation by keeping an eye on social media. Social media has made negative experiences much more dangerous for companies as the reach of criticism is magnified. They usually include reviews, statistical surveying, complaints and mentions from social media. demographics) and implicit (i.e.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

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

Lumoa

SEPTEMBER 8, 2021

Measure CX without Surveys Online and email surveys, at best, have a response rate of 30%. Next-generation CEM platforms allow you to listen in to social media posts, track that exasperated tone during an onboarding call, and analyze the chat content of a support conversation.

Customer Experience Management 78

Customer Experience Management CEM Customer Experience CX 78

Callminer

AUGUST 6, 2019

Contact center software has evolved as customers’ expectations and needs have shifted with the rise of mobile devices and social media. SMS text, live chat and email), contact center software has evolved to enable agents to interact via these additional channels. Social media. Speech/text analytics.

Contact Center 140

Contact Center VOC Social Media Artificial Intelligence 140

Lumoa

JANUARY 31, 2023

Recommended reading: Business value and ROI of customer experience: the step-by-step guide How to justify a CX program to your CEO Voice of the customer: where to start? Many businesses are participating in the customer experience race: “whose cx is the latest and the greatest”. Cross-organizational silos.

Customer Experience 165

Customer Experience NPS Touchpoint Close the Loop 165

Lumoa

APRIL 18, 2023

CX Survey Sample Your customers and prospects are constantly giving you data: Social media posts, sales calls , product usage patterns, emails, support tickets, product review pages, and so on. With a modern CX analytic tool, you can answer questions like: When do potential customers leave your website?

Customer Experience 78

Customer Experience CX Net Promoter Score Unstructured Data 78

SurveySensum

SEPTEMBER 23, 2024

To ace the CX walk, you must find the sweet spot between meeting customer expectations and wowing them. Brands that nail CX see revenue jump by 4-8%, leaving the industry average in the dust. According to Forrester’s research, CX is a key priority for 75% of global business and tech professionals. That’s where CX tools come in.

CX 52

CX Customer Experience Social Media Text Analytics 52

Lumoa

FEBRUARY 20, 2018

Many businesses are participating in customer experience race: “whose cx is the latest and the greatest”. Text analytics help you to analyze the feedback in a fast and efficient manner, showing the tailored results valuable to your business. Changes implemented within silos seldom translate into significant CX improvements.

Customer Experience 141

Customer Experience NPS Touchpoint Net Promoter Score 141

CX Journey

MAY 20, 2015

The answer: get yourself a great text mining or text analytics tool. In its simplest form, text analytics tools turn your qualitative data into quantitative data, thereby allowing you to use that data for cross-tabbing, filtering, and a variety of other analytical approaches.

Unstructured Data 64

Unstructured Data Text Analytics Social Media Customer Feedback 64

SurveySensum

APRIL 16, 2025

Get ready-to-use customizable survey questions to track customer satisfaction, improve retention, and enhance CX with SurveySensum! Referral, Social Media, Web Search, Other) How would you rate your overall engagement with our content? SurveySensum takes this a step further with AI-powered text analytics software.

CRM 52

CRM Customer Feedback NPS Touchpoint 52

SurveySensum

SEPTEMBER 11, 2024

This creates even more pressure on organizations to retain customers in an era where their preferences and expectations are changing quickly every day and as customer expectations change, so should CX strategies to accommodate these changes. So, let’s see what your customers are demanding and how to meet and exceed them.

Predictive Analytics 52

Predictive Analytics AI Customer Experience Text Analytics 52

Confirmit

SEPTEMBER 11, 2017

Our countdown to CX Day 2017 continues. Last week, we shared a case study about one of our most successful clients, RS Components who are doing some seriously impressive things with a large, multi-lingual, multi-country CX program. Another area where Siemens is focused on innovation is text analytics.

Text Analytics 40

Text Analytics CX Social Media Voice of the Employee 40

Confirmit

SEPTEMBER 11, 2017

Our countdown to CX Day 2017 continues. Last week, we shared a case study about one of our most successful clients, RS Components who are doing some seriously impressive things with a large, multi-lingual, multi-country CX program. Another area where Siemens is focused on innovation is text analytics.

Text Analytics 40

Text Analytics CX Social Media Voice of the Employee 40

SurveySensum

AUGUST 14, 2024

Imagine receiving thousands of customer feedback from multiple sources like email, social media reviews, SMS, etc, now how to manage and streamline the entire process? It allows you to create, deliver, and track personalized communication via different channels like email, SMS, online reviews, social media comments, etc.

CX 52

CX Social Media Start-ups AI 52

DMG Consulting

AUGUST 3, 2020

Interaction (speech and text) analytics (IA) is a solution that sells well in both strong and weak economies. Interaction analytics should be used to conceptually “measure the pulse” of a company’s customers and reduce the risk of social media mistakes, which are costly to a brand.

Sales 72

Sales Contact Center Text Analytics Social Media 72

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Learn More about the role of AI in CX. By the way, did you know that Lumoa’s analytics is powered by AI? The situation when B2B CX was very distant from B2C CX has been rapidly changing.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

SurveySensum

SEPTEMBER 19, 2024

CX Consultation : New to the world of CX and need assistance? The tool doesn’t provide CX consultation for users to understand their current state and build a better strategy to drive success. Text Analytics : So, you have gathered the data via surveys, what’s next? Well, forget it with Zykrr.

Customer Feedback 52

Customer Feedback Text Analytics Sentiment Analysis Social Media 52

SurveySensum

NOVEMBER 8, 2023

In today’s competitive­ and digital landscape, CX can either build or break a brand. A survey conducted by TELUS International revealed that 65% of customers anticipate­ some level of CX automation in their customer journey. In this blog, we are going to explore the hot topic of CX automation from A to Z.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

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

DECEMBER 24, 2024

However, it falls short in key areas like advanced capabilities and customization, which might limit your CX operations. Qualtrics Allows closed-loop follow-ups Collect data from different sources Generate real-time insights into CX Contact to know the pricing details 4.4 The tool also comes with CX consultations (at no extra charge).

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

SurveySensum

AUGUST 1, 2024

Is your CX Program tied to business revenue? Only 20% of the businesses know that their CX program can directly lead to revenue growth, the remaining 80% are either running CX program naively or not at all! Well, an effective CX program requires discipline, a strong framework, and yes, actionability.

Customer Experience 52

Customer Experience Text Analytics NPS Business Growth 52

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

Lumoa

JANUARY 11, 2022

Analyze any type of feedback such as NPS, CSAT, CES, or open text. Analyze feedback from any source; surveys, chat, reviews, Social media, phone calls, etc. Analyze feedback in more than 60+ languages. Unlimited users Offers free trials Read more: Lumoa.me

NPS 97

NPS Net Promoter Score Sentiment Analysis Text Analytics 97

SurveySensum

SEPTEMBER 18, 2024

The word “omnichannel” is a reference to the many channels customers use to interact with the brand at any point of their customer journey , be it in-store, online, or social media, all the while not losing that positive experience at any channel. However, the real question is are you there to meet them at all these channels?

Omnichannel 52

Omnichannel Customer Experience Social Media Touchpoint 52

Lumoa

NOVEMBER 21, 2023

Social media monitoring: With the smart integration of AI and social media platforms, it has become a breeze to gather information about product mentions, positive and negative chatter about the business, and future trends in markets. Lumoa is also the first CX platform to integrate with GPT.

Customer Feedback 78

Customer Feedback AI Machine Learning Social Media 78

Lumoa

MARCH 31, 2021

In Lumoa State of CX report, said 38,2% of leaders within CX that they want to improve the actionability of customer feedback and customer experience metrics. The most common way to collect customer feedback is through, surveys, social media, online reviews, or chat.

Actionable Insights 78

Actionable Insights NPS Net Promoter Score Customer Feedback 78