PeopleMetrics

JULY 31, 2018

Enter text analytics. Without it, CX professionals would be lost. The ones you need to know as a CX professional are solicited, unsolicited, structured, and unstructured. Machines (Text Analytics). All sophisticated VoC software platforms will have a text analytics module available.

Text Analytics 79

Text Analytics VOC Unstructured Data CEM 79

SurveySensum

MARCH 3, 2025

Social Media Text Analytics. that can easily be AI-Powered Text Analytics Software. What is Social Media Text Analytics? Social media text analytics is the process of analyzing text-based data from social media platforms using technologies like NLP, machine learning, and AI to extract meaningful insights.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis AI 52

SurveySensum

FEBRUARY 17, 2025

Text Analytics Tools. What Are Text Analytics Tools? In simple terms, text analytics tools leverage machine learning, NLP, and other AI capabilities to break down unstructured data from customer feedback, online reviews, customer support chat, etc. But, How Do Text Analytics Tools Work?

Text Analytics 52

Text Analytics Sentiment Analysis Social Media Machine Learning 52

PeopleMetrics

JANUARY 23, 2025

And while CX professionals and market researchers have always worked hard to connect metrics to actions, AI now makes that process faster, smarter, and more focused. Identifying the Root Cause Behind Metrics One of the biggest challenges in CX is understanding why a score is low. But knowing the score is just the starting point.

NPS 118

NPS AI E-commerce CX 118

SurveySensum

FEBRUARY 24, 2025

While both deal with analyzing text, they serve different purposes. First, What is Text Analytics? Text analysis , also known as text mining, is the process of extracting useful information from unstructured text data. Lets discuss the key differences and applications of sentiment analysis vs text analytics.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Machine Learning 52

Confirmit

JANUARY 15, 2020

It's an exceptionally comprehensive CX program. To boost that insight, RS has worked closely with the Confirmit team to implement a sophisticated program of text analytics to get a deeper view of customer feedback. The objective - to become the most customer centric distribution organization in the world. The results?

Text Analytics 52

Text Analytics Net Promoter Score VOC Voice of the Customer 52

SurveySensum

JANUARY 4, 2024

There is a lot of discussion going on in the CX industry on the relevancy and importance of NPS. With the help of Text Analytics Feature, you can properly analyze your NPS program. So, they used the Text Analytics feature of SurveySensum to tag and analyze thousands of feedback. But how to do that?

Text Analytics 52

Text Analytics NPS Customer Loyalty Actionable Insights 52

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 Sentiment Analysis 186

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

JANUARY 8, 2024

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 Machine Learning ML 147

Confirmit

JUNE 10, 2018

Advances in technology have introduced text analytics as a means of automating and streamlining review, categorization, and the analysis of sentiment behind the text. They’ll answer questions like: What are the real benefits of text analytics? How do you categorize text and build a sustainable model?

Text Analytics 40

Text Analytics Social Media Customer Experience Voice of the Customer 40

Confirmit

JUNE 10, 2018

Advances in technology have introduced text analytics as a means of automating and streamlining review, categorization, and the analysis of sentiment behind the text. They’ll answer questions like: What are the real benefits of text analytics? How do you categorize text and build a sustainable model?

Text Analytics 40

Text Analytics Social Media Customer Experience Voice of the Customer 40

DMG Consulting

MAY 5, 2020

Using IA and CJA to Improve CX. Speech and text analytics solutions, collectively known as interaction analytics (IA), provide a comprehensive, unfiltered view of all activity that occurs between customers and an organization.

CX 96

CX Artificial Intelligence Contact Center Touchpoint 96

Lumoa

DECEMBER 5, 2017

Did you know that text analytics at Lumoa are powered by AI? ”AI Start your CX journey by downloading our guide to customer experience. Will AI help in solving customer-related issues? Certainly, yes! AI is of help when it comes to engaging with customers and, also, analysing the data. More about Customer Experience.

CX 102

CX Healthcare Text Analytics AI 102

PeopleMetrics

JANUARY 24, 2022

As we enter our 22 nd year at PeopleMetrics, I thought it was time for an update on where we are, where we are going as a company and my perspective on the CX industry. But first, a quick perspective on the CX industry. These trends have created what I believe is the next frontier in CX – high-impact customer experience.

CX 90

CX B2B Artificial Intelligence Text Analytics 90

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

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? But AI isnt a substitute for human expertise.

VOC 109

VOC Legal AI Sentiment Analysis 109

PeopleMetrics

JUNE 4, 2019

And, through text analytics and other real-time reporting analytical approaches, answers to key questions are immediate. TEXT ANALYTICS: N/A. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

VOC 122

VOC B2C B2B CEM 122

Experience Investigators

APRIL 23, 2024

CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it. This may sound contradictory for a CX professional to say.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Callminer

JULY 15, 2019

This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics. This is a great opportunity to listen, watch, and learn the latest CX analytics information out there! Leveraging Machine Learning in Conversational Analytics.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

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

PeopleMetrics

MARCH 11, 2025

AI-enhanced feedback interpretation As I have mentioned in previous blog posts, AI-driven text analytics can categorize and summarize open-ended responses in real time, helping businesses understand trends without manually reading thousands of comments.

VOC 100

VOC AI Text Analytics Touchpoint 100

DMG Consulting

SEPTEMBER 29, 2022

How Artificial Intelligence Is Transforming CX. The market is in the early days of this transformation, but its potential is awe-inspiring, as it is going to touch every aspect of what is done in and by contact centers and the customer experience (CX) in general. September, 2022 By Donna Fluss.

Artificial Intelligence 62

Artificial Intelligence CX Contact Center Text Analytics 62

CX Journey

MARCH 21, 2018

I thought I'd capture some of the items that you should be sure to include in your CX budget. CX Initiatives There are various initiatives along your journey that you'll want to be sure to factor into your budget, including: Survey design and associated costs (not technology): these might be allocated under 3.

CX 108

CX VOE Customer Journey Map Text Analytics 108

Lumoa

SEPTEMBER 8, 2021

Measure CX without Surveys Online and email surveys, at best, have a response rate of 30%. You will reap more benefits from using text analytics on your open-ended responses than from collecting numerical, in-actionable scores. PWC found that consumers are willing to pay 16% more for products and services that offer a great CX.

Customer Experience Management 78

Customer Experience Management CEM Customer Experience CX 78

PeopleMetrics

MARCH 25, 2021

In this session, we'll show you different ways to get the most out of unstructured customer survey comments within the PeopleMetrics Experience Management Platform, including open-ended coding and categorization, keyword search and text analytics. Discover our award-winning Customer Experience (CX) blog: [link].

Customer Survey 62

Customer Survey Text Analytics CX Customer Feedback 62

Confirmit

JANUARY 23, 2020

She talks about the importance of not only having a vision for CX, but of using a phased approach with clear control and measurement to achieve that vision in stages. Donna also talks about some of the key challenges that her team has faced through the evolution of their CX program.

Text Analytics 52

Text Analytics CX Voice of the Customer Technology 52

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

Lumoa

APRIL 4, 2023

The post Lumoa becomes the first CX platform to integrate GPT appeared first on Lumoa. When we set out to build Lumoa, we wanted to give everyone in every company the possibility to make the right decisions based on the voice of the customer.

CX 15

CX Close the Loop Text Analytics Voice of the Customer 15

Confirmit

MAY 18, 2020

The role of customer experience in some organizations has been placed in limbo, and I’ve heard from some CX teams that as there are no longer customers traveling, feedback is not a top priority. This feels like a watershed moment for CX. By listening and having an open dialog now airlines will move forward.

CX 59

CX Text Analytics Government Gaming 59

PeopleMetrics

JANUARY 31, 2025

AI-driven text analytics scans millions of customer comments across surveys, social media, and reviews to surface what matters. No algorithm can replace a CX or market research professional who understands the industry, company culture and strategy. AI surfaces insights, but humans decide on which insights to take action on.

VOC 98

VOC B2C B2B AI 98

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. Developing a world-class CX strategy is well worth the investment of your time! How do you design and manage a CX strategy? How do you design and manage a CX strategy? CX Management and High-Impact Customers.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

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

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

Customer Service Life

MARCH 15, 2019

This article first appeared on CX Accelerator on January 7, 2019. That being said, I thought it might be helpful to share what I understand thus far about a couple concepts that are often mentioned in the CX technology space. Let’s look at an example where we see NLP at work in the CX. Click here to read the original post.

AI 64

AI Machine Learning CX Net Promoter Score 64

Confirmit

JANUARY 31, 2020

In this video, Ryan Denny of Bupa Global talks about the impact of text analytics on Bupa’s customer experience program. Ryan also discusses the importance of being able to build an effective, flexible text analytics model to analyze customer comments.

Text Analytics 52

Text Analytics Unstructured Data Voice of the Customer CX 52

Confirmit

NOVEMBER 15, 2020

But it has reminded us here at Confirmit how proud we are to work with some of the most innovative, leading CX teams around the globe as they embrace the change. One client, in particular, has put smiles on our faces… The MyCustomer CX Award judges have spoken. The annual award is a big deal in the CX world.

CX 52

CX VOC Text Analytics Voice of the Customer 52