CX Accelerator

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. It’s OK if they don’t but chances are you’ve heard a well-meaning salesperson try to sell you on the latest greatest CX tool and they’ve dropped these terms like they’re hot.

Machine Learning 275

Machine Learning AI CX Net Promoter Score 275

DMG Consulting

JUNE 8, 2021

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. The post Current Status of Speech (and Text) Analytics appeared first on DMG Consulting. Product Innovation.

Text Analytics 107

Text Analytics Contact Center VOC Artificial Intelligence 107

Lumoa

DECEMBER 18, 2017

To stay ahead of the time and to be successful, it is crucial to follow the newest trends in CX. Jim, CCXP (Certified Customer Experience Professional), is a founder of a CX consulting agency, Heart of the Customer , and sees the world in a special way: through the eyes of customers. State of CX - where are we going?

Text Analytics 102

Text Analytics Customer Experience Net Promoter Score Customer Journey Map 102

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Text Analytics 78

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 78

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

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

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

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

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 4, 2025

How AI is Helping in the Growth Phase: Automating Text Analytics As I have mentioned in this blog series, AI can now analyze thousands of open-ended survey comments, identifying key themes and sentiment without manual effort. Example: A hotel chain in the Growth Phase integrates AI-powered text analytics into its VoC program.

VOC 62

VOC AI Text Analytics Touchpoint 62

PeopleMetrics

FEBRUARY 27, 2025

Thats why I always recommend beginning with a relationship surveyit gives you a clear baseline of customer sentiment, highlights which touchpoints need attention, and builds momentum for your CX efforts. The real power comes from CX and market research leaders who use AI as a tool to enhance decision-making, not replace it.

AI 62

AI VOC Text Analytics Social Media 62

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

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

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

DMG Consulting

NOVEMBER 6, 2024

GenAI is Transforming Conversation Analytics and Making it Better November 2024 As consumers, we’re bombarded with marketing declaring that products are “new and improved,” which is frequently reinforced with updated packaging and a different name. Is that the case with conversation analytics? The answer is a resounding “no”!

Text Analytics 48

Text Analytics Sentiment Analysis Contact Center Gaming 48

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 Text Analytics 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

SurveySensum

JANUARY 20, 2025

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. What is Sentiment Analysis?

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

SurveySensum

OCTOBER 29, 2024

This can be achieved with the help of robust AI-enabled text and sentiment analytics software that can automate the task of going through thousands of customer data, emotions, sentiments, etc to understand what customers are saying and how they feel.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

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

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

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

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%. 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