Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. To borrow a definition from Forrester , "The customer journey spans a variety of touchpoints by which the customer moves from awareness to engagement and purchase. Learn from the best. "

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

SurveySensum

DECEMBER 4, 2024

Though the employees should be informed about the importance of NPS, never try to game the NPS. Customer Experience (CX) Design: This is done to create a consistent, relevant, and meaningful experience at each business touchpoint. Use text analytics to understand common themes in customer comments.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

DMG Consulting

MAY 8, 2017

Gamification solutions apply the concepts of games and challenges to motivate, engage and reward employees and customers. The 5 vendors covered in detail are: Clearview, CRMGamified, nGUVU, NICE and TouchPoint One. AgentBalance is covered at a high level. To order, visit www.dmgconsult.com.

Contact Center 48

Contact Center Text Analytics Innovation Customer Relationship Management 48

Lumoa

APRIL 18, 2023

An analytics tool enables you to find the pain points across all of your customer touchpoints, both pre- and post-sale. In summary, analytics unlocks all kinds of abilities that make it far easier for you to iteratively improve your customer experience across the board. When do errors occur in product use?

Customer Experience 78

Customer Experience CX Net Promoter Score Unstructured Data 78

SurveySensum

JULY 25, 2023

To make the most of the open-ended responses, CMS leveraged the Text Analytics tool – allowing them to identify trends, uncover valuable suggestions, and tailor their offerings accordingly. In their customer success surveys, they strategically timed survey invitations to align with key touchpoints.

B2B 52

B2B Text Analytics Customer Survey Customer Satisfaction 52

CX Journey

MARCH 13, 2019

uses regression techniques to predict the impact on recommendation of any particular CX initiative based on the number of customers affected and the importance of the affected journey touchpoints to our recommendation metric (NPS). The model ".uses When providing direct feedback, customers can say one thing but inevitably do another.

Customer Experience 60

Customer Experience Pharmaceutical NPS Text Analytics 60

SurveySensum

DECEMBER 25, 2023

Surveys right after a touchpoint? With text analytics software , they dug deeper into customer feedback. The lesson learned: real-time customer feedback and proactive measures can be a game-changer in retaining customers and fostering long-term success. It could stop me from switching brands. It’s all about timing.

Retail 52

Retail NPS Text Analytics Customer Feedback 52

SurveySensum

SEPTEMBER 23, 2024

Additionally, AI-driven text analytics provides real-time sentiment and trend analysis, and dynamic dashboards ensure that data is visualized clearly, making decision-making more efficient. ++ Plus Point: The product comes with CX consultation (inclusive of the pricing). With Freshdesk, scaling your support game is a piece of cake.

CX 52

CX Customer Experience Social Media Text Analytics 52

Lumoa

SEPTEMBER 11, 2023

It involves creating a plan to elevate every customer’s experience across every touchpoint they have with your company. Platforms like Lumoa have already integrated GPT features to help users with text analytics and feedback summaries. 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. Platforms like Lumoa have already integrated GPT features to help users with text analytics and feedback summaries. 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

DMG Consulting

APRIL 16, 2019

It’s not just about productivity improvements, but game-changing innovation that is opening up doors to new possibilities. Speech and text analytics, also known collectively as interaction analytics, provide a firsthand, unfiltered view of what transpires between customers and an organization.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48

SurveySensum

SEPTEMBER 14, 2023

In-app surveys are short surveys that are launched inside the app and help you gather customer feedback at relevant touchpoints. Text Analytics Software : Gain valuable insights from open-ended responses with the tool’s text and sentiment analysis capabilities. Your next click could be a game-changer for your app!

Social Media 52

Social Media Start-ups Sentiment Analysis Actionable Insights 52

VOZIQ

JULY 18, 2022

Text analytics can help you analyze unstructured textual data from agent notes and survey responses to understand the needs, wants and expectations of the customers. Text analytics also uncovers insights into customer sentiments and intent. AI and machine learning are indispensable to stay ahead in the retention game.

Machine Learning 40

Machine Learning Text Analytics Customer Retention Contact Center 40

VOZIQ

JULY 18, 2022

Text analytics can help you analyze unstructured textual data from agent notes and survey responses to understand the needs, wants and expectations of the customers. Text analytics also uncovers insights into customer sentiments and intent. AI and machine learning are indispensable to stay ahead in the retention game.

Machine Learning 40

Machine Learning Text Analytics Customer Retention Contact Center 40

SurveySensum

OCTOBER 11, 2023

It offers robust analytics capabilities , via advanced text analytics software , to uncover valuable insights from customer qualitative feedback. It offers robust analytics and reporting features , including sentiment analysis and text analytics, to help users gain deeper insights from survey data.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Net Promoter Score NPS 52

SurveySensum

SEPTEMBER 12, 2023

They are strategically triggered at various customer journey touchpoints, such as after a successful campaign launch or post-support interaction to gather real-time insights from users about their experiences, preferences, and opinions within the app. It is important to choose the right touchpoint for your survey.

Non-Profits 52

Non-Profits Touchpoint Customer Feedback Actionable Insights 52

Qualtrics

APRIL 13, 2021

It’s all stored in unique profiles, so you can personalize the experience by responding to individual preferences and sentiment at every touchpoint. Text iQ , our advanced AI and natural language processing tool that helps you understand deep customer sentiment and emotion from open text just got even more powerful.

Machine Learning 49

Machine Learning Compliance Government Sentiment Analysis 49

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

SurveySensum

NOVEMBER 22, 2023

Set the Game Plan: Defining Your Feedback Goals Question yourself – what is it that you want to achieve from website feedback? In essence, setting the game plan for defining feedback goals lays the foundation for a successful and effective feedback implementation process. You don’t need to manually tag every response.

E-commerce 52

E-commerce Social Media Construction Customer Feedback 52

SurveySensum

JUNE 6, 2024

5 In the game of customer experience management, only listening to VOC is not enough, you also need to take action. The objective is basically to extract actionable insights, take action in time, and boost the overall customer experience while driving the CX-driven ROI. Pricing In the free plan, you get 25 survey responses. G2 Review : 4.7/5

Non-Profits 52

Non-Profits Actionable Insights Start-ups Text Analytics 52

SurveySensum

MARCH 1, 2024

All you need to do is dig deeper with AI-enabled tools like Text Analytics and use this feedback to figure out what needs fixing and then actually do something about it. → And here’s the thing – it’s not just about fixing problems behind the scenes. This isn’t just a follow-up; it’s a game-changer.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Customer Satisfaction 52

CX Journey

MARCH 13, 2019

uses regression techniques to predict the impact on recommendation of any particular CX initiative based on the number of customers affected and the importance of the affected journey touchpoints to our recommendation metric (NPS). The model ".uses When providing direct feedback, customers can say one thing but inevitably do another.

Customer Experience 32

Customer Experience Pharmaceutical NPS Text Analytics 32

Qualtrics

MARCH 6, 2019

It’s simply impossible to personalize every single touchpoint, for every customer. Pulling that data into your existing CX platform will be a game changer. But now, the technology exists to apply text analytics and machine learning to make sense of all that X-Data in those conversations. Prioritizing like never before.

CX 24

CX Customer Experience Social Media Text Analytics 24

SurveySensum

JULY 20, 2023

Open-ended) That is why you must collect customer feedback at all touchpoints across the customer journey. This will help you identify touchpoints with the friction, take the required action, and improve the overall retail experience. Analyzing this feedback using powerful text analytics , they discovered important insights.

Retail 52

Retail Customer Feedback CX Social Media 52

SurveySensum

MAY 19, 2023

Though the employees should be informed about the importance of NPS, never try to game the NPS. Customer Experience (CX) Design: This is done to create a consistent, relevant, and meaningful experience at each business touchpoint. Use text analytics to understand common themes in customer comments.

NPS 52

NPS Net Promoter Score Customer Loyalty Close the Loop 52

PeopleMetrics

FEBRUARY 4, 2025

This phase is about choosing the right customer touchpoints to measure, ensuring survey distribution is automated, and getting leadership buy-in. Identify a moment of truth a critical touchpoint where experience can make or break customer loyalty. AI isnt a game-changer here. This is where AI starts making a difference.

VOC 62

VOC AI Text Analytics Touchpoint 62

SurveySensum

NOVEMBER 7, 2024

Qualaroo Features SurveySensum Qualaroo Survey Creation DIY Capabilities Real-time Analytics Customization Unlimited Users Survey Logic CX Consultation Affordable Price Advanced Text Analytics Ad-hoc Research on the same platform Journey-based surveys Unlimited Touchpoints Real-time ticketing system 1.

Text Analytics 52

Text Analytics Sentiment Analysis CX NPS 52

SurveySensum

NOVEMBER 25, 2024

Also, the tool is better suited for beginners as it lacks some advanced capabilities, like less advanced text analytics software. Limited Advanced Text Analytics Capabilities The text analytics feature of Medallia is not robust enough to accommodate thousands of feedback. Not Available 4.7

Text Analytics 52

Text Analytics Sentiment Analysis NPS Customer Feedback 52

SurveySensum

NOVEMBER 26, 2024

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. Medallia : Medallia comes with deep analytics and robust reporting, especially for customer experience trends. Let’s start with Qualtrics.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Machine Learning AI 52

PeopleMetrics

APRIL 22, 2025

Lesson #4 Revisited: Text Analytics from Machine Learning to LLMs Learn how large language models are revolutionizing VoC programs by delivering nuanced feedback analysis, dynamic topic discovery, and actionable summaries, while highlighting the essential role of human judgment in driving meaningful customer experience improvements. (And

AI 62

AI VOC Text Analytics NPS 62