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

CX Journey

JULY 10, 2014

To do that, we must have the right data at our fingertips. What is the right data? Analysis takes many forms because there will be many different types of data to make sense of. You''ll conduct linkage analysis to link customer and employee data, customer feedback with operational metrics, and all data to financial measures.

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

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

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

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

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. Sarah Simon, VoC Program Renovation. Try using unstructured data to capture feedback without having to ask for it at every touchpoint. Happy reading and thanks Stan!

CX 40

CX Unstructured Data VOC NPS 40

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

PeopleMetrics

JANUARY 16, 2025

In Lesson #3 of Listen or Die , I wrote about the power of Voice of the Customer (VoC) programs to act as a single source of truth for all customer feedback. The foundation of this integration is a VoC software platform! Example : A retail chain uses an AI-powered VoC platform to merge survey data with social reviews.

VOC 71

VOC AI Sentiment Analysis E-commerce 71

Fonolo

NOVEMBER 17, 2020

Bill Quiseng CX Expert, Speaker & Consultant. I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. Voice of the Customer (VOC). We had to listen.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

PeopleMetrics

JULY 31, 2018

Almost any VoC software platform can easily analyze these data and create graphs to aggregate and compare the responses: Maybe 30% of respondents were very satisfied, 35% very dissatisfied, and so forth. Unstructured feedback is incredibly valuable because it indicates why people feel the way they do. A Unifying Framework.

Text Analytics 79

Text Analytics VOC Unstructured Data CEM 79

Confirmit

MAY 29, 2018

What is Voice of the Customer (VoC)? Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. Why Does Voice of the Customer Matter?

Voice of the Customer 40

Voice of the Customer VOC Customer Journey Map Net Promoter Score 40

PeopleMetrics

JANUARY 29, 2025

In Listen or Die , I highlighted the distinct purposes of Voice of Customer (VoC) programs and market research. While VoC focuses on real-time, operational feedback from all customers, market research traditionally delivers strategic insights based on a sample of customers. In 2017, these two disciplines were starting to converge.

VOC 116

VOC AI E-commerce Unstructured Data 116

PeopleMetrics

APRIL 22, 2025

From NPS to VoC, AI has transformed how we look at and act on customer experience. Lesson #7 Revisited: CX Is Not the Same as Customer ServiceAI Is Transforming Both AI is blurring the lines between Customer Experience and Customer Service. While CX spans all customer interactions, CS focuses on resolving issues.

AI 62

AI VOC Text Analytics NPS 62