CX Accelerator

FEBRUARY 12, 2018

Also, there are reports that between 80-85% of information a business uses is in unstructured form. Businesses must do something with this unstructured data to use it in some purposeful way. This unsolicited feedback data can come from three places. According to the report, only 14% are successful with their VoC.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

SurveySensum

FEBRUARY 17, 2025

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. It is widely used in academic research, social sciences, market research, and business intelligence to process text-based data.

Text Analytics 52

Text Analytics Sentiment Analysis Social Media Machine Learning 52

Lumoa

APRIL 18, 2023

But they’re only one small piece of the customer experience data puzzle. 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. When do errors occur in product use?

Customer Experience 78

Customer Experience CX Net Promoter Score Unstructured Data 78

CX Journey

JULY 9, 2015

Voice of the Customer (VoC) is structured and unstructured data from solicited and unsolicited feedback; I'll also add behavioral/purchase data here, as well as anything else we know about the customer. Think those are the only voices you should be listening to in order to improve the customer experience? You know the main ones.

VOE 74

VOE Unstructured Data Customer Experience VOC 74

CX Journey

MAY 20, 2015

Data come in all different shapes and sizes: structured, unstructured, solicited, unsolicited…oh my! A lot is written about survey data and analyzing structured quantitative data, but let’s take a look at unstructured data. What is unstructured data ?

Unstructured Data 64

Unstructured Data Text Analytics Social Media Customer Feedback 64

CX Journey

DECEMBER 21, 2016

Your company shows up on his CX Naughty List! For each category, I'll call out some of the most egregious reasons for being on Santa's CX Naughty List. CX Strategy CX Strategy refers to your approach to delivering a great customer experience. Santa's making his lists and checking them twice. In short, a lot.

CX 62

CX Unstructured Data Customer Experience 62

SurveySensum

FEBRUARY 24, 2025

Both Work With Unstructured Data : Both text and sentiment analysis deals with unstructured customer data and feedback, such as texts, emails, surveys, social media conversations, online reviews, etc. Heres a step-by-step guide to integrating text and sentiment analysis into your CX strategy.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Machine Learning 52

SurveySensum

OCTOBER 29, 2024

Different Types of Contact Center Analytics There are different types of analysis that fall under the contact center analytics umbrella that can be applied to the customer center data and insights. Let’s understand each of them. It also identifies recurring issues customers mention, enabling you to address these proactively.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

PeopleMetrics

JULY 31, 2018

Unstructured feedback is incredibly valuable because it indicates why people feel the way they do. Without it, CX professionals would be lost. The ones you need to know as a CX professional are solicited, unsolicited, structured, and unstructured. There are two options to handle unstructured feedback: humans or machines.

Text Analytics 79

Text Analytics VOC Unstructured Data CEM 79

Lumoa

OCTOBER 31, 2021

The combination of Forsta and Lumoa takes feedback one step further by applying AI to unstructured data and removing the need for manual analysis. Both solutions also support more than 60 international languages.

VOE 78

VOE VOC Unstructured Data Artificial Intelligence 78

Callminer

SEPTEMBER 14, 2020

They offer the capacity to conduct behavioral analysis of clients based on real-time data. Business analysts can add value in four areas: Customer Experience: The immense volume of clients, transactions and unstructured data can enable an organization to better understand demand and influence the call center to execute more successfully.

Compliance 182

Compliance Unstructured Data Non-Profits Technology 182

Comm100

APRIL 26, 2020

It wasn’t too long ago that the idea of a CX Specialist would cause many furrowed brows. Fast-forward today, and the concept of customer experience (CX) has taken on a far larger meaning and importance within almost every industry. CX is an incredibly rich topic, and it’s one that’s here to stay. Check out the interview below.

CX 52

CX Unstructured Data CXM Real Estate 52

InteractionMetrics

JANUARY 31, 2025

The order is based on how comprehensive their survey services are, whether they specialize in CX surveys and their online reviews. Their CX consulting services are paired with unbiased market research, and they offer survey, phone, and interview programs. It also offers more transparent pricing than some competitors.

Customer Satisfaction 52

Customer Satisfaction Social Media Mystery Shopping Net Promoter Score 52

SurveySensum

JULY 12, 2019

Future is demanding and present era is flooded with unstructured data from various online or offline sources! For this reason, there is a growing need for technology that can break the complex and comprehensive customer feedback data into simple and useable insights.

Customer Retention 68

Customer Retention Customer Experience Management Unstructured Data Customer Experience 68

Qualtrics

FEBRUARY 10, 2020

We’ve seen more and more companies expand their CX programs to bring in more channels, more respondents, and more internal stakeholders than ever before. Understand - understand the hidden meaning in your data and get to insights faster. It’s the toughest data of all to analyze - unstructured data from natural human conversation.

CX 58

CX Close the Loop Unstructured Data Social Media 58

Zendesk

APRIL 4, 2022

Your to-do list was already too long, and now you’re spending more and more time managing user requests for data access and deletion. This is the reality for many customer experience (CX) teams. As each privacy regulation passes, users are exercising their data rights in increasing volumes.

CX 52

CX Unstructured Data Customer Satisfaction Compliance 52

Confirmit

JANUARY 31, 2020

The sheer scale and diversity of unstructured data sources is daunting. But those sources house valuable insights that can make an enormous difference in a competitive market. Ignoring them is not an option. In this video, Ryan Denny of Bupa Global talks about the impact of text analytics on Bupa’s customer experience program.

Text Analytics 52

Text Analytics Unstructured Data Voice of the Customer CX 52

SurveySensum

DECEMBER 24, 2024

SurveyMonkey is a widely-used customer feedback tool that offers drag-and-drop functionality to design surveys and analyze data for actionable insights. However, it falls short in key areas like advanced capabilities and customization, which might limit your CX operations. The tool also comes with CX consultations (at no extra charge).

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

Sprinklr

OCTOBER 7, 2021

Competitive benchmarking can give your organization the edge to capture additional market share, increase customer retention and engagement, and provide an excellent customer experience (CX). Manual data collection. The volume and complexity of unstructured data is growing exponentially and brings new challenges.

Social Listening 102

Social Listening CXM Unstructured Data Social Media 102

Qualtrics

OCTOBER 9, 2020

Unstructured data is becoming an increasingly important part of a successful listening program. Luke Williams, Qualtrics XM Institute was joined by Matt Dixon, Chief Product and Research Officer of Tethr, to discuss why that is, and how CX leaders can implement it into their own programs.

Unstructured Data 20

Unstructured Data Sentiment Analysis CX Machine Learning 20

CX Journey

JULY 10, 2014

Analysis takes many forms because there will be many different types of data to make sense of. You''ll need a way to crosstab, predict, identify key drivers, and prioritize improvements with survey data; mine and analyze your unstructured data; and track, review, and prioritize social media inputs and influencers.

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

SurveySensum

MARCH 3, 2025

How to Transform CX with Text Analytics for Social Media Monitoring? With millions of posts, tweets, and reviews generated daily, manually analyzing this data is nearly impossible. Dont worry with SurveySensums CX consultation you put all your worries to rest. This is where text analytics powered by AI and NLP comes into play.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis AI 52

Execs In The Know

DECEMBER 6, 2021

Use surveys, agent notes (unstructured data), and one-on-ones with frontline managers to identify what broken processes or poor technologies agents are dealing with day after day that are never fixed. The post Connecting CX and EX to Deliver An Effective Hybrid Contact Center Workforce appeared first on Execs In The Know.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

Use surveys, agent notes (unstructured data), and one-on-ones with frontline managers to identify what broken processes or poor technologies agents are dealing with day after day that are never fixed. The post Connecting CX and EX to Deliver An Effective Hybrid Contact Center Workforce appeared first on Execs In The Know.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Zendesk

DECEMBER 7, 2021

Analyze customer data to predict and reduce churn. With AI-powered tools like SupportLogic , you can track and analyze unstructured data—like customer sentiment—to see who’s a high churn risk. Transform CX with Zendesk’s AI features. You can then prioritize which customers need your attention first.

AI 97

AI Customer Experience Artificial Intelligence Machine Learning 97

Shep Hyken

APRIL 8, 2022

Additionally, they need a more strategic and comprehensive approach to how they offer omnichannel engagement in the cloud, how they elevate customers between channels, and how they manage the customer data across all channels. . Retail CX Strategy’s . 3 Advantages of Retail CX Strategy . Contemporary ?Retail

Retail 72

Retail Customer Experience Contact Center Omnichannel 72

VOZIQ

MAY 1, 2022

Shared Customer Experience: What Happens When Your CX Depends on Partners? 6 Reasons Why Unstructured Data Is Key to an Effective Retention Program. 6 Reasons Why Unstructured Data Is Key to an Effective Retention Program. Applying AI and ML to data such as customer chats, agent notes, surveys, etc.,

Unstructured Data 40

Unstructured Data ML Customer Retention AI 40

Execs In The Know

MARCH 4, 2022

By aggregating structured and unstructured data from every customer touchpoint, customer journey analytics provides a comprehensive, end-to-end view of the journey your customers take from the first introduction to post-purchase experiences. Guest post written by: CallMiner. The post What is Customer Journey Analytics?

Customer Journey Map 98

Customer Journey Map Touchpoint Machine Learning Unstructured Data 98

Execs In The Know

FEBRUARY 16, 2025

And as CX leaders, we’re the chefs. We need to take this raw data and turn it into something delicious: human-centric stories that actually resonate and make a difference. So, how do we turn data into compelling, human stories? Dive into the messy, unstructured data: the reviews, the comments, the support tickets.

Unstructured Data 52

Unstructured Data Machine Learning Social Media NPS 52

Execs In The Know

FEBRUARY 17, 2025

And as CX leaders, we’re the chefs. We need to take this raw data and turn it into something delicious: human-centric stories that actually resonate and make a difference. So, how do we turn data into compelling, human stories? Dive into the messy, unstructured data: the reviews, the comments, the support tickets.

Unstructured Data 52

Unstructured Data Machine Learning Social Media NPS 52

CSAT.AI

SEPTEMBER 25, 2017

You should have all the standard data, such as customer location, age, email, title, etc…, but you should also be inquiring why customers are leaving when they leave. The second challenge lies in whether it’s structured or unstructured data. It’s important to record this information too.

Artificial Intelligence 59

Artificial Intelligence Predictive Analytics Unstructured Data Sentiment Analysis 59

SugarCRM

APRIL 26, 2021

What if a tool could analyze your company’s data and offer valuable insight and interpretation into the future? That’s what Sugar’s new initiative, HD-CX seeks to do with its powerful ability to predict using advanced AI methods. Let’s take a closer look at what Sugar is doing to smash the data silos for businesses.

CRM 59

CRM Unstructured Data Finance Artificial Intelligence 59

Confirmit

APRIL 29, 2019

I’ve said it before and I’ll say it again, not even a Bomb Cyclone (aka really bad blizzard), could stop our recent CX Summit in Denver. Try using unstructured data to capture feedback without having to ask for it at every touchpoint. Sean Albertson, Deconstructing the Loyal Client Journey.

CX 40

CX Unstructured Data VOC Touchpoint 40

InteractionMetrics

JULY 10, 2023

Unstructured data is invaluable for understanding customers’ feelings and thoughts, but only if your analysis respects the nuances. The Quick and Dirty Truth about AI for CX First, if you are a Customer Experience Director with only 30 seconds to spare, here’s the short guide to AI for customer experience.

Unstructured Data 40

Unstructured Data B2B AI Customer Experience 40

1 to 1

JUNE 29, 2023

Last week was one of the CX industry’s biggest events — Customer Contact Week. I spoke with show attendees and exhibitors to get their take on what AI means for CX and the contact center. And learn more about the intersection of AI and CX in the latest issue of the Customer Strategist Journal.

AI 26

AI Unstructured Data CX Contact Center 26

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. However, implementing this trend into your operation requires a deep knowledge of your customer data.

Predictive Analytics 52

Predictive Analytics AI Customer Experience Text Analytics 52

CX Journey

JANUARY 11, 2017

Prescriptive analytics can continually take in new data to re-predict and re-prescribe, thus automatically improving prediction accuracy and prescribing better decision options.

Predictive Analytics 64

Predictive Analytics Unstructured Data Education Customer Experience 64