Retently

JANUARY 13, 2025

While metrics like CSAT or NPS focus on the big picture such as overall happiness or loyalty CES zooms in on the little moments that can make or break a customers experience. When it comes to understanding customer satisfaction, CES is part of a powerful CX trio that includes Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT).

Sentiment Analysis 117

Sentiment Analysis Net Promoter Score NPS Touchpoint 117

Hodusoft

NOVEMBER 27, 2024

Its sophisticated features, such as AI-powered chatbots, predictive analytics, and knowledge bases, enable faster response and resolution times. Net Promoter Score (NPS) This measures customer satisfaction and loyalty by asking how likely customers are to recommend your product or service to others.

Customer Loyalty 52

Customer Loyalty Contact Center E-commerce Omnichannel 52

Lumoa

MARCH 20, 2018

Why is NPS ® going up or down? But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? net promoter score Net Promoter Score, or often, NPS, is a numerical part of the Net Promoter System, customer metric.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

SurveySensum

MARCH 26, 2025

In this case, traditional data analysis methods struggle to process this vast amount of text, which is where text mining becomes a game-changer. It uses sentiment analysis, opinion mining, and predictive analytics to understand customer feedback, market trends, and brand perception.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis Actionable Insights 52

Aquire

SEPTEMBER 18, 2021

Eliminate bad design early in the game. You can also focus on customer service KPIs, like NPS, CSAT, or CES (Customer Effort Score). Reduce churn with predictive analytics. Hire people who have a customer experience mindset, even if they’re not in customer-facing roles. Then, pay attention to the details.

Customer Experience 98

Customer Experience Social Media Omnichannel AI 98

Lumoa

SEPTEMBER 11, 2023

Criteria like your company’s Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) will give you a fair idea of what customers’ opinions are like. Customer effort score (CES), CSAT, and NPS are examples of metrics applicable in either case.

Customer Experience 78

Customer Experience Net Promoter Score NPS Start-ups 78

Lumoa

SEPTEMBER 11, 2023

Criteria like your company’s Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) will give you a fair idea of what customers’ opinions are like. Customer effort score (CES), CSAT, and NPS are examples of metrics applicable in either case.

Customer Experience 78

Customer Experience Net Promoter Score NPS Start-ups 78

Lumoa

APRIL 28, 2024

The pressure is rising for businesses to step up their CX game. Companies use surveys, NPS, CSat, and reviews to gauge customer sentiment but often base improvements on intuition. NPS) and use deep dive features such as highlighting correlations between insights and background variables.

Sentiment Analysis 78

Sentiment Analysis Compliance AI Social Media 78

Retently

DECEMBER 10, 2024

With new players offering innovative features and established names upping their game, 2024 might be the right time to rethink your survey strategy. From sleek interfaces to powerful analytics, these alternatives are all about helping you listen to and learn from your customers. Notifications are available via email, Slack, and Teams.

NPS 78

NPS CRM Customer Satisfaction Sentiment Analysis 78

Lumoa

MARCH 20, 2018

Why is NPS ® going up or down? But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? net promoter score Net Promoter Score, or often, NPS, is a numerical part of the Net Promoter System, customer metric.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

Retently

APRIL 5, 2024

Retailers leverage AI technology, such as chatbots and predictive analytics, to enhance customer experiences by providing immediate assistance and personalization. Both online and in-store experiences offer distinct advantages and can complement each other to provide a holistic and satisfying customer journey.

Retail 78

Retail Customer Experience Omnichannel Social Media 78

SurveySensum

JANUARY 16, 2025

While Qualtrics is noted for its predictive analytics and advanced surveys, SurveyMonkey is known for its user-friendly drag-and-drop user interface and automated NPS calculation. It is ideal for a business to create online surveys effectively and generate strategic analytics and insights. Lets start with Qualtrics.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

SurveySensum

MAY 2, 2024

These examples will showcase how closing the loop isn’t just good practice but a game-changer in the quest for customer loyalty and business success. So, calculate and analyze your NPS score and boost your customer loyalty with SurveySensum! Impact of Closed Loop on Customer Service: 10 Brand Examples 1.

Close the Loop 52

Close the Loop Customer Service Social Media Innovation 52

Qualtrics

FEBRUARY 26, 2019

That’s the behavioral aspect of analytics. The predictive analytics tell you “who” to target, but the behavioral data tells you “when” to target them. I’m a big fan of Tom Davenport, as the founder of business analytics. His classic Competing on Analytics , or his new one, The AI Advantage.

Non-Profits 37

Non-Profits Customer Experience B2C B2B 37

Gainsight

AUGUST 20, 2024

AI’s capabilities in customer success range from automating customer interactions to harnessing predictive analytics to foresee and address issues before they escalate. With Gainsight, PopMenu doubled productivity, nearly tripled NPS scores, and achieved a coverage model that supports customers with fewer CSMs.

AI 52

AI Scorecard Text Analytics Predictive Analytics 52

SurveySensum

NOVEMBER 26, 2024

While Qualtrics is noted for its predictive analytics and advanced surveys, Medallia is known for its real-time feedback management. But, let’s not get ahead of the game and explore each tool to see how they differ from each other and which one aligns the best with your CX goals and needs. NPS : Medallia scores 9.7,

Sentiment Analysis 52

Sentiment Analysis Text Analytics Machine Learning AI 52

PeopleMetrics

FEBRUARY 6, 2025

AI is making VoC programs smarter, faster, and more insightful, but no algorithm, machine learning model, or predictive analytics tool will ever replace the need for leadership to act on what customers are saying. Detect patterns in feedback to predict churn or dissatisfaction before it happens. Not really.

VOC 62

VOC AI Text Analytics Predictive Analytics 62