eglobalis

MARCH 30, 2025

For years, metrics such as the limited Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys have been the backbone of CX perceived measurements along some other metrics and data. In sum, while surveys like NPS are easy to administer and benchmark, they often fail to capture the depth, immediacy, and drivers of customer sentiment.

AI 356

AI CX Sentiment Analysis Predictive Analytics 356

Aquire

SEPTEMBER 18, 2021

Reverse-engineer the experience you want to deliver. Practice social listening. Social media is where customers are usually the most honest and vocal. You can also focus on customer service KPIs, like NPS, CSAT, or CES (Customer Effort Score). What gaps exist between customer expectation and actual experiences?

Customer Experience 98

Customer Experience Social Media Omnichannel AI 98

Aquire

AUGUST 2, 2021

Customers often look into search engines or your help center whenever they have issues or questions. Usually, you’ll get to send CSAT or NPS surv eys. Social media is also a great customer service tool. That’s because social media isn’t only a place to ask for customer opinions, but also a place to listen.

Customer Service 98

Customer Service Social Media Social Listening Start-ups 98

Zendesk

OCTOBER 20, 2023

Net Promoter, Net Promoter Score, and NPS are trademarks of NICE Satmetrix, Inc., This helps you identify where you’re successful and where you need to improve. You must define how you will gather feedback so you can better understand the needs and pain points of customers. Bain & Company, Inc., and Fred Reichheld.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

Sprinklr

OCTOBER 20, 2021

Social suites platforms are designed just for this purpose. An omni-channel social listening strategy is the fuel that makes your customer experience engine run. Learn more about Sprinklr’s AI-powered social listening tool. On social media, the answer is a resounding yes.

Social Media 85

Social Media CXM Unstructured Data Social Listening 85

InteractionMetrics

MARCH 20, 2025

But really, its the engine that drives improvements in the customer experience. By analyzing voices across every channelsurveys, social media rants, support calls, and even subtle shifts in app behavioryou can use CX software to uncover what customers really want. angry social media comments). What Is CX Software?

CX 52

CX Social Media Contact Center Compliance 52

Shep Hyken

JANUARY 14, 2022

This week we feature an article by Todd Zerbe Senior Vice President of Engineering at Avaya. To gain a better understanding of your CX needs, you must capture your customers’ expectations, preferences, and aversions through customer listening and insights. Todd Zerbe is Senior Vice President of Engineering at Avaya.

VOC 65

VOC Engineering Social Listening Technology 65