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

MARCH 25, 2025

In my last post ( Lesson #31 revisited ), root cause analysis (RCA) was identified as one of the most powerful ways to scale your VoC program. At PeopleMetrics, we call this process Associate-Driven Insights, and its one of the most underrated moves in VoC. And in a CX-focused culture, they should get it. Dont skip this step!

AI 62

AI VOC Text Analytics Gaming 62

Confirmit

JANUARY 15, 2020

When RS Components initiated a strategic Voice of the Customer (VoC) program with Confirmit, its aim was to regularly and consistently capture customer insight that it could use to improve the customer experience across the organization. It's an exceptionally comprehensive CX program. The results?

Text Analytics 52

Text Analytics Net Promoter Score VOC Voice of the Customer 52

SurveySensum

APRIL 28, 2025

Thats where Voice of Customer (VoC) programs come in! But what is VOC, why is it crucial, and how can you leverage it to improve customer satisfaction and business growth? What is Voice of Customer (VoC)? Brand Example: Amazon leverages VoC extensively by collecting reviews, ratings, chat feedback, and post-purchase surveys.

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

Callminer

FEBRUARY 27, 2019

Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. When your customers share their voice in real-time with your organization, they expect you to listen, act and report back to them on progress.” – What is Voice of the Customer (VoC)?,

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

SurveySensum

MARCH 10, 2025

Whether its chat, email, or call transcripts, valuable VOC is everywhere – but are you making the most of it? With the right text analytics software. What is Conversation Analytics? With SurveySensums text analytics software, you can gain real-time insights from every interaction. Lets find out how!

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

Lumoa

SEPTEMBER 8, 2021

Measure CX without Surveys Online and email surveys, at best, have a response rate of 30%. The best type of voice of customer (VOC) feedback is unfiltered, real-time, represented across the customer journey, and measured across all data points and channels. .” Let tools help you prove the value of your CX investment.

Customer Experience Management 78

Customer Experience Management CEM Customer Experience CX 78

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

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

Callminer

AUGUST 6, 2019

Speech/text analytics. Text analytics is used to scour textual interactions (e.g., emails, SMS text messages and instant messages) for certain keywords that indicate frustration or satisfaction on the part of the customer. Finding the right VoC platform is crucial if you want to successfully improve your service.

Contact Center 140

Contact Center VOC Social Media Artificial Intelligence 140

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

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

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

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

SurveySensum

FEBRUARY 13, 2025

Set a Realistic Goal Depending on the size or stage of your organization, the CXO, CMO, CPO, or CCO (whoever is leading the CX initiatives) will call for an executive meeting to involve other stakeholders together with the CEO. Thats why any CX program is driven by the top leadership and the CXO, CCO, or CMO drives it across the organization.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

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

DMG Consulting

NOVEMBER 30, 2023

AI + IA = Great CX By Donna Fluss View this article on the publisher’s website. Never mind the technology’s tremendous future potential, AI is enabling advancements now, and a great example is interaction analytics (IA), also known as speech and text analytics. Like what you’re reading?

AI 48

AI CX Contact Center Artificial Intelligence 48

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

AUGUST 8, 2023

Unlocking the power of VoC feedback is vital to the success of any business. Additionally, a well-executed VoC initiative also helps in enhancing customer retention, resulting in higher customer loyalty scores, reduced customer turnover, and increased customer lifetime value through repeat purchases.

Customer Feedback 78

Customer Feedback VOC Net Promoter Score NPS 78

Confirmit

DECEMBER 4, 2018

There are three key building blocks forming our approach to enabling B2B organizations to get their Confirmit CX program up and running quickly. Our program building blocks are: Horizons : Technology platform that underpins our VoC solutions. More specifically, we provide support in the following areas: VoC Program Design.

B2B 40

B2B VOC Text Analytics Government 40

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

Confirmit

DECEMBER 21, 2016

As interest grows in global CX, VoC and VoE programs, so does demand for digestible solutions with easily recognized value. It’s satisfying to reflect on a program that was just starting out a year or two ago and now has multiple surveys, reporting, Action Management, integration with Salesforce, Text Analytics.

VOE 53

VOE Text Analytics VOC Voice of the Employee 53

DMG Consulting

AUGUST 3, 2020

Interaction (speech and text) analytics (IA) is a solution that sells well in both strong and weak economies. This is because IA generates measurable benefits that contribute to a company’s top and bottom line.

Sales 72

Sales Contact Center Text Analytics Social Media 72

SurveySensum

NOVEMBER 11, 2021

It provides the technology to create and share surveys, set up notifications to close the loop, analyze the data with real-time journey-based dashboards, and understand verbatims with Text & Sentiment analysis to prioritize actions. Text Analytics. Text Analytics. Text Analytics and Machine Learning.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

SurveySensum

MARCH 15, 2024

It lets you send NPS, CES, CSAT, product, onboarding, and many VOC surveys to your customers. But SurveySensumis not just a simple market research tool, it is a full-fledged CX service that comes with expert CX consultation who will help you achieve your business goals and make your process a success.

Text Analytics 52

Text Analytics NPS Outlook CX 52

SurveySensum

SEPTEMBER 15, 2023

5) Qualaroo Targeted surveys Multiple integrations Advanced analytics 15 days free trial available $ 99 /month 4.4 (5) It allows you to create surveys for customer and product experiences, including NPS, CES , CSAT, VOC, and more, using its customizable templates in a few minutes. 5) Let’s now dive into each tool.

B2B 52

B2B NPS Sentiment Analysis Text Analytics 52

SurveySensum

OCTOBER 4, 2023

It empowers you to deploy CSI, SSI, NPS , CSAT, onboarding, and other VOC surveys to gauge the pulse of your automotive customers. More than just survey distribution, it offers a CX consultant to guide you on how to create effective questions, decipher results, and prioritize actions to align with your automotive business objectives.

Customer Feedback 52

Customer Feedback Sentiment Analysis Text Analytics CRM 52

Lumoa

NOVEMBER 21, 2023

Analysing VoC (Voice of Customer) from the customer feedback acquired through AI-powered surveys, feedback forms, chatbots, phone calls, and even social media further helps in understanding what is negatively affecting the customer experience and what can be done to improve it. Lumoa is also the first CX platform to integrate with GPT.

Customer Feedback 78

Customer Feedback AI Machine Learning Social Media 78

SurveySensum

JUNE 6, 2024

It is not just a survey tool, it’s a full-fledged CX service. The tool also provides CX consultation and implementation support from top CX experts (with no extra charge!). The objective is basically to extract actionable insights, take action in time, and boost the overall customer experience while driving the CX-driven ROI.

Non-Profits 52

Non-Profits Actionable Insights Start-ups Text Analytics 52

SurveySensum

JANUARY 10, 2024

Worst Times to Send a Survey – CX Expert Stories In the fast-paced world of customer experience, capturing feedback is essential for businesses striving to enhance their services. Have a look at the insights from CX professionals and their experiences with poorly timed surveys at CXQOTD. I ignore them.

NPS 52

NPS Customer Feedback CX Text Analytics 52

PeopleMetrics

JANUARY 20, 2025

When I wrote Listen or Die , text analytics was already emerging as the backbone of Voice of the Customer (VoC) programs. Fast forward to 2025, and weve entered a new era of text analytics. Lets explore three key differences between traditional machine learning and LLMsand why they matter for VoC programs.

Text Analytics 118

Text Analytics Machine Learning VOC AI 118

SurveySensum

FEBRUARY 11, 2022

Their expert CX consultants and implementation teams help you run your CX program so that you can focus on what matters the most – growth. Text Analytics. Leverage the potential of machine learning with SurveySensum’s text analysis. Best features.

Close the Loop 52

Close the Loop Touchpoint NPS Customer Feedback 52

SurveySensum

NOVEMBER 10, 2023

The Text Analytics software enables users to get actionable insights from open-ended feedback. The tool also comes with a team of dedicated CX experts who will help you create well-designed surveys and streamline your feedback process to get maximum value.

Sentiment Analysis 52

Sentiment Analysis Actionable Insights Social Media Start-ups 52

SurveySensum

APRIL 21, 2023

SurveySensum’s team of CX experts helps you effectively run surveys, analyze the feedback data, and focus on the right customer touchpoints for capturing feedback. Text Analytics: SurveySensum uses AI-driven sentiment analysis to help understand the emotions behind the open-ended responses.

Text Analytics 52

Text Analytics Start-ups Social Media Customer Feedback 52

SurveySensum

NOVEMBER 23, 2023

This simple metric has brought groundbreaking changes to CX and has become very significant in such a short time. It lets you send NPS, CES, CSAT, product, onboarding, and many VOC surveys to your customers. This software offers several CX tools, including NPS surveys and various resources.

NPS 52

NPS Net Promoter Score Sentiment Analysis Social Media 52

PeopleMetrics

JANUARY 31, 2025

When I first wrote Listen or Die , one thing was clear: B2B and B2C VoC programs are not the same. But what has changed is how AI is transforming both B2B and B2C VoC, helping companies capture insights more efficiently, analyze feedback at scale, and prioritize the right actions faster than ever before. That hasnt changed.

VOC 98

VOC B2C B2B AI 98

Confirmit

MAY 29, 2018

For instance tracking your relationship NPS over time gives you an indication of whether your CX initiatives are having an impact on loyalty. ” Ideally the answer should be in open text format and allow the respondent to express their views in their own terms. How Does Net Promoter Score (NPS®) Work?

Net Promoter Score 40

Net Promoter Score NPS Close the Loop Customer Loyalty 40