Intercom, Inc.

MAY 22, 2019

Deepa joined me for a chat about everything from ways to prioritize customer experience to going all-in on machine learning. When building machine learning , large generic training models aren’t always the best. Short on time? to “What are they doing in my product with my other business interactions?”

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

Gainsight

JUNE 1, 2022

And most of that impact is being driven by machine learning, the most important and popular subfield within AI. So whether your data set is voice commands or NPS scores, it’s likely that AI is going to be disrupting your workflows sooner rather than later. . Customer Success and Machine Learning: A Perfect Match.

Machine Learning 52

Machine Learning NPS Artificial Intelligence Scorecard 52

SurveySensum

SEPTEMBER 23, 2019

Learn about the Net Promoter Score and its importance to drive customer loyalty. Net Promoter Score (NPS) is not just a metric but an indicator of brand success and has a direct relation with Customer Experience (CX). What is a Net Promoter Score (NPS) Survey? How is the Net Promoter Score (NPS) survey carried out?

Net Promoter Score 72

Net Promoter Score NPS E-commerce Machine Learning 72

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business?

NPS 78

NPS Sentiment Analysis Start-ups Net Promoter Score 78

SurveySensum

JANUARY 20, 2025

Sentiment analysis is the process of analyzing open-ended feedback using AI technologies like natural language processing, machine learning, and text analytics. Sentiment analysis involves the methodologies of machine learning algorithms, statistics, and NLP to decode and categorize emotions expressed in text on a macro level.

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

Lumoa

NOVEMBER 8, 2017

The most widely used customer experience metric NPS (check what Net Promoter Score is about and how to use it for your company) actually gives all the necessary ingredients for the actionability. Machine learning is can be utilized to make predictions based on the historical data as long as there is a large amount of it.

Customer Feedback 110

Customer Feedback AI Net Promoter Score Machine Learning 110

Retently

MARCH 18, 2019

After all, brands with high customer retention are usually companies with high NPS score. Market Leaders’ NPS Scores. Given that an NPS score averages between -100 and 100, it’s clear the NPS scores of these top companies match their brands’ level of popularity. The more referable your brand is, the better the NPS score.

Net Promoter Score 127

Net Promoter Score NPS Customer Retention Innovation 127

Retently

SEPTEMBER 12, 2018

In this post, I’ll explain how we used MonkeyLearn to analyze NPS responses to get actionable insights from customer feedback. What is NPS? It measures the chance of a customer’s recommending a business to their friends and colleagues by means of a single survey question: NPS survey. Sorting through the feedback is tough.

Customer Feedback 110

Customer Feedback NPS Machine Learning Text Analytics 110

Callminer

JULY 15, 2019

Wednesday, July 24th Artificial Intelligence and Machine Learning. Leveraging Machine Learning in Conversational Analytics. We are excited to expose “real world AI” through actual model outputs and real business insights gained through Machine Learning! Thursday, July 25th Customer Experience.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

Lumoa

FEBRUARY 9, 2023

The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Net Promoter Score Net Promoter Score , or often, NPS, is a numerical part of the Net Promoter System, customer metric.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Execs In The Know

MARCH 19, 2025

During the panel, we explored how effective storytelling requires going beyond surface-level metrics like NPS scores and truly understanding customer friction points, emotional responses, and the broader journey they experience. This allowed us to personalize outreach, optimize self-service options, and ultimately drive better engagement.

CX 52

CX Machine Learning NPS AI 52

Lumoa

APRIL 3, 2018

The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. Soon after, NPS gained popularity and used to be implemented everywhere: from customer service interaction to every individual customer touchpoint. For example, if 65% of your customers are promoters and 12% are detractors, NPS is 53. ??Note:

Net Promoter Score 126

Net Promoter Score NPS Touchpoint Text Analytics 126

SurveySensum

FEBRUARY 17, 2025

In simple terms, text analytics tools leverage machine learning, NLP, and other AI capabilities to break down unstructured data from customer feedback, online reviews, customer support chat, etc. Text analytics tools use AI, NLP, and machine learning algorithms to process and interpret large volumes of text.

Text Analytics 52

Text Analytics Sentiment Analysis Social Media Machine Learning 52

Intercom, Inc.

JUNE 19, 2018

We’ve found that offering new customers real-time support can improve NPS scores by up to 15% and drive incremental growth in new business revenue. While chat is especially helpful for new customers, Zenoti moved their knowledge base to Intercom to take advantage of the machine learning available in Intercom Articles.

Customer Expectations 216

Customer Expectations Real Estate Start-ups Machine Learning 216

Lumoa

JUNE 4, 2018

Its machine learning powered service makes customer feedback actionable and allows companies to easily pick, in real time, the right improvement actions that have strongest impact on the customer experience.

Net Promoter Score 113

Net Promoter Score AI Customer Experience Machine Learning 113

SurveySensum

JUNE 26, 2024

But the question here is that lots of businesses use NPS to boost their customer loyalty , but what is it that Amazon is doing differently that is making such a difference? With the help of AI and machine learning, they examine customer behavior by analyzing customer data on browsing activity, shopping history, and behavior.

NPS 52

NPS Customer Loyalty Net Promoter Score Close the Loop 52

SurveySensum

APRIL 7, 2025

NPS, CES, CSAT surveys, and more Launch any type of survey you want – product, onboarding, CSI, pulse or more – and go beyond the NPS , CES, and CSAT surveys. Build and launch NPS, CSAT, and other surveys without any hassle. *Source: G2 , Sep 11, 2023 3. Source: G2 , Jan 28, 2021 7.

Text Analytics 52

Text Analytics Actionable Insights AI NPS 52

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. SurveyMonkey lets you create surveys for measuring CSAT, employee engagement, NPS , market research, etc., It is comparatively easy to use and execute.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Callminer

NOVEMBER 18, 2020

Some examples include technology advancements, machine learning, automation, seamless omnichannel servicing, frictionless customer experience, predictive modeling providing proactive solutions, and most recently, a pivot to work at home. Voice of the Customer, CSAT, NPS and Customer Advisory Boards).

Contact Center 345

Contact Center Customer Satisfaction Customer Service Outlook 345

SurveySensum

FEBRUARY 6, 2025

Customer Insights and AI Capabilities Qualtrics : Qualtrics provides advanced analytics features, using AI and machine learning to enhance text analytics, sentiment analysis, and predictive modeling. QuestionPro : AskWhy is a combination of NPS , root cause, and comment question types. Well, SurveySensum can help you here.

CX 52

CX Sentiment Analysis Text Analytics AI 52

VOZIQ

JUNE 7, 2023

The net promoter score (NPS) is a widely used customer satisfaction metric that helps companies measure customer loyalty and predict business growth. A high NPS can also help you increase your customer lifetime value (CLV). In a manner, CLV has a strong correlation with the NPS.

NPS 40

NPS Net Promoter Score Machine Learning Sentiment Analysis 40

VOZIQ

JUNE 7, 2023

The net promoter score (NPS) is a widely used customer satisfaction metric that helps companies measure customer loyalty and predict business growth. A high NPS can also help you increase your customer lifetime value (CLV). In a manner, CLV has a strong correlation with the NPS.

NPS 40

NPS Net Promoter Score Machine Learning Sentiment Analysis 40

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? net promoter score Net Promoter Score, or often, NPS, is a numerical part of the Net Promoter System, customer metric. using a 0-10 scale.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Lumoa

JANUARY 23, 2018

Machine learning technologies can detect the degree of sentiment as well: if someone hates your product, the negative sentiment is stronger than if he just dislikes it. How to link the NPS improvement efforts to the financial benefit in practice? The higher your NPS, the smaller the number of customer complaints and returns.

Text Analytics 114

Text Analytics Sentiment Analysis NPS Net Promoter Score 114

Zendesk

JANUARY 30, 2023

This metric—customer sentiment—can be captured and analyzed in a host of ways, from traditional tools such as CSAT and Net Promoter Score (NPS)® to AI-driven programs that parse large amounts of consumer language to identify tone and intent. Net Promoter and NPS are registered U.S. What is customer sentiment analysis?

Sentiment Analysis 98

Sentiment Analysis Net Promoter Score Social Media Actionable Insights 98

Lumoa

JULY 10, 2018

Insightful analytics is possible with the modern technologies such as machine-learning-based text analytics. When you ask your customers to provide you NPS feedback , their why-comments reveal you the drivers. If you invest 100k€ to retrain your sales people and get 5-point NPS increase as a result, what then?

Customer Experience 113

Customer Experience NPS Text Analytics Customer Satisfaction 113

CommBox

NOVEMBER 22, 2022

Conversational AI combines machine learning (ML) and other forms of Natural Language Processing (NLP) to analyze human conversations and to improve the quality of interactions with customers over time. . FCR is also essential in reducing operational costs, improving customer satisfaction, and giving you a higher NPS as a result.

CX 98

CX E-commerce Net Promoter Score NPS 98

Lumoa

NOVEMBER 21, 2023

NPS Versus AI tools Typically, NPS (Net Promoter Score) is the most widely used customer experience metric. It is a technique that uses Natural language processing (NLP) and machine learning (ML) to scour emotions, opinions, and perspectives. It can provide all the necessary ingredients for actionability.

Customer Feedback 78

Customer Feedback AI Machine Learning Social Media 78

SurveySensum

MARCH 19, 2025

By leveraging AI and machine learning to automate this process, you can uncover actionable insights and significantly reduce customer complaints. You get, Affordable and Transparent Pricing : No hidden fees or unexpected costs. You get what you pay for – without surprises.

Text Analytics 52

Text Analytics Social Media AI Actionable Insights 52

SurveySensum

DECEMBER 24, 2024

UserReport Integration with GA Easier survey creation Feedback widget Contact to know the pricing details Not available QuestionPro NPS survey-focused tool Provide multilingual surveys Provide multi-device compatible surveys Advanced $1188 per year 4.5 Identify user feedback, NPS score , demographics, and much more.

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

SurveySensum

FEBRUARY 24, 2025

Machine Learning Models : Training algorithms on labeled datasets to predict sentiment based on language patterns. Correlate Sentiment with CX Metrics – Align sentiment analysis with NPS, CSAT, and CES scores to uncover issues affecting customer experience. happy = positive, terrible = negative).

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Machine Learning 52

ECXO

AUGUST 21, 2024

3. Implement AI and Machine Learning: Use AI technologies to provide real-time personalization, such as personalized recommendations and dynamic content. Segment Your Audience: Divide your customer base into segments based on their behavior, preferences, and demographics. 3.

CX 156

CX Social Media Touchpoint Predictive Analytics 156

Lumoa

FEBRUARY 6, 2018

It’s not about software or a number – if you focus only on the NPS score you will never deliver the game-changing customer experience. Also, new tech solutions such as AI and machine learning have been getting a lot of attention. How to overcome those challenges? Recognise your business is about the customer and not you.

CX 121

CX Customer Experience Education Machine Learning 121

Customer Service Life

APRIL 27, 2018

Chattermill is a system that allows you to pull customer feedback from NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score) surveys into one place. The system then uses machine learning to understand the customer’s feedback to gauge both the sentiment and categorize it into meaningful buckets.

Contact Center 68

Contact Center Net Promoter Score Machine Learning NPS 68

Lumoa

NOVEMBER 29, 2021

Insightful analytics is possible with modern technologies such as Lumoa that have machine-learning-based text analytics. When you ask your customers to provide you with NPS feedback , it is the why-comments that will reveal the drivers. How do you know which factors belong to which buckets? Ask your customers! Was it worth it?

Customer Experience 97

Customer Experience NPS Text Analytics Customer Satisfaction 97

Zendesk

FEBRUARY 7, 2022

You can learn how people discover and use your products or services and how they interact with your support team. By tracking and analyzing CX metrics like Net Promoter Score® (NPS) and CSAT score, you can see where you’re excelling and where you need to improve. CDPs utilize machine learning to sort through data and surface trends.

Predictive Analytics 98

Predictive Analytics Social Media Net Promoter Score NPS 98

VOZIQ

OCTOBER 13, 2021

VOZIQ’s rebranding to VOZIQ AI highlights the company’s commitment to helping its clients reimagine customer retention by leveraging the potential of AI and machine learning. A solution installed on the client’s cloud, and the VOZIQ AI team working as an in-house remote extension.

AI 52

AI Machine Learning ML Customer Retention 52