Experience Investigators

FEBRUARY 20, 2024

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. Generative AI can also deliver recommended messaging based on these predictive customer insights.

Voice of the Customer 98

Voice of the Customer VOC AI Artificial Intelligence 98

Retently

JANUARY 13, 2025

Multi-Channel Support for Diverse Customer Touchpoints Customers interact with your business in many ways emails, live chat, mobile apps, social media, and more. Its combination of automation, segmentation, and predictive analytics ensures businesses are not just measuring effort but actively working to reduce it.

Sentiment Analysis 116

Sentiment Analysis Net Promoter Score NPS Touchpoint 116

Hodusoft

NOVEMBER 24, 2021

With demanding millennials and Gen Z, the customer expectation has changed and players in the call center business need to up their game to keep up with the times. . Furthermore, advanced predictive analytics can provide insights that can assist sales-based customer service providers in identifying the best sales and retention opportunities.

Social Media 105

Social Media Artificial Intelligence Omnichannel CRM 105

Hodusoft

NOVEMBER 27, 2024

Tools like HoduCC’s omnichannel CX suite enable businesses to provide a seamless, integrated experience across multiple touchpoints—whether it’s via phone, chat, social media, or email. Its sophisticated features, such as AI-powered chatbots, predictive analytics, and knowledge bases, enable faster response and resolution times.

Customer Loyalty 52

Customer Loyalty Contact Center E-commerce Omnichannel 52

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. 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? I have a question.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Aquire

SEPTEMBER 18, 2021

You need to consider interaction quantity and quality, as well as the availability of touchpoints (think an omnichannel approach that includes email, text, chatbots, ads, content, and more). Eliminate bad design early in the game. Reduce churn with predictive analytics. 14 ways to develop a customer experience strategy.

Customer Experience 98

Customer Experience Social Media Omnichannel AI 98

Retently

APRIL 5, 2024

It’s an environment where shoppers feel understood and valued at every touchpoint. Retailers leverage AI technology, such as chatbots and predictive analytics, to enhance customer experiences by providing immediate assistance and personalization. What sets an exceptional retail customer experience apart?

Retail 78

Retail Customer Experience Omnichannel Social Media 78

DMG Consulting

APRIL 16, 2019

It’s not just about productivity improvements, but game-changing innovation that is opening up doors to new possibilities. Interaction analytics has become an increasingly important source of data for customer journey mapping because it provides a multidimensional view of the customer experience.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48

Lumoa

APRIL 28, 2024

The pressure is rising for businesses to step up their CX game. In your CX platform dashboard, you can see how your customers behave across all touchpoints and can personalize your interactions with them based on their behavior and preferences. 78% of customers have backed out of a purchase due to a poor customer experience (CX).

Sentiment Analysis 78

Sentiment Analysis Compliance AI Social Media 78

Lumoa

SEPTEMBER 11, 2023

It involves creating a plan to elevate every customer’s experience across every touchpoint they have with your company. Mapping Out Different Touchpoints How does a consumer go from never having heard of your company to a loyal, repeat customer? Switching to automated NPS collection and analysis proved to be the game changer.

Customer Experience 78

Customer Experience Net Promoter Score NPS Start-ups 78

Lumoa

SEPTEMBER 11, 2023

It involves creating a plan to elevate every customer’s experience across every touchpoint they have with your company. Mapping Out Different Touchpoints How does a consumer go from never having heard of your company to a loyal, repeat customer? Switching to automated NPS collection and analysis proved to be the game changer.

Customer Experience 78

Customer Experience Net Promoter Score NPS Start-ups 78

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. 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? I have a question.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

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.

NPS 78

NPS CRM Customer Satisfaction Sentiment Analysis 78

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. Companies leverage chatbots, AI-powered sentiment analysis , and even predictive analytics to gather and respond to feedback instantly.

Close the Loop 52

Close the Loop Customer Service Social Media Innovation 52

SugarCRM

OCTOBER 17, 2023

Content Idea Generation For content idea generation, generative AI is a game-changer. For instance, Predictive Analytics can help marketers identify data patterns and make predictions based on their marketing automation platform data compiled with third-party information. 5 Ways Generative AI Helps Marketing 1.

AI 26

AI Predictive Analytics Legal Social Media 26

SugarCRM

AUGUST 19, 2019

To say it’s been a game-changer is an understatement. It’s not just tech that’s advancing the way the industry operates: customer expectations have similarly evolved over the last decade, forcing everyone in the supply chain to up their game. Change is important – more than that, it’s necessary. How easy was it to place an order?

Manufacturing 20

Manufacturing Sales CRM Predictive Analytics 20

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. To know in real time that a target prospect is consuming content on your website about a product that you want to sell them, how powerful is that? I love that.

Non-Profits 37

Non-Profits Customer Experience B2C B2B 37

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. Let’s start with Qualtrics.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Machine Learning AI 52