Sprinklr

OCTOBER 20, 2021

When you think about your brand’s social media strategy, what comes to mind? Is it about listening to what your customers are saying about your brand on social media? Social media is now ubiquitous to the customer experience. On social media, the answer is a resounding yes.

Social Media 85

Social Media Unstructured Data CXM Social Listening 85

ECXO

AUGUST 21, 2024

This includes: 1. Listen Actively: Engage with customers on various platforms, from social media to customer service calls. 3. Analyzing Patterns: Use advanced analytics to identify patterns and trends. 3. Predictive Analytics: Utilize predictive analytics to foresee customer needs and behaviors.

CX 156

CX Social Media Predictive Analytics Touchpoint 156

SurveySensum

MARCH 5, 2025

It goes beyond just converting speech to text – it adds context, detects sentiment, and derives meaning using AI and machine learning. For example , a retail company used call center text analytics to detect frequent complaints about delayed refunds, allowing them to proactively update customers and reduce repeat calls.

Text Analytics 52

Text Analytics AI Sentiment Analysis Contact Center 52

SurveySensum

FEBRUARY 17, 2025

In this digital age, where feedback can be gathered from multiple sources from social media posts to online reviews, it has become imperative that you dont miss anything as each of these customer activities can be valuable for your business. Text Analytics Tools. What Are Text Analytics Tools? So whats the solution here?

Text Analytics 52

Text Analytics Sentiment Analysis Social Media Machine Learning 52

Hodusoft

OCTOBER 17, 2024

This leads to customers repeating themselves when they have to switch different channels (phone, email, chat, social media). Lack of Proactive Customer Engagement Without AI’s predictive analytics, call centers may miss opportunities to engage customers proactively. They want a seamless experience across channels.

Omnichannel 52

Omnichannel AI Customer Service Contact Center 52

SurveySensum

SEPTEMBER 11, 2024

We are so used to Netflix’s recommendations, the tailored playlist of Spotify, shopping recommendations of Amazon, etc, so much so that according to McKinsey 35% of Amazon and 75% of Netflix recommendations are provided by machine learning algorithms.

Predictive Analytics 52

Predictive Analytics AI Customer Experience Text Analytics 52

SurveySensum

OCTOBER 29, 2024

Instead of relying on the traditional method of manually keeping track of customer interactions, feedback, and agent performance, contact center analytics centers around improving and optimizing customer service processes with the help of advanced analytics like AI, machine learning, etc.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

Zendesk

FEBRUARY 7, 2022

Customer analytics is the process of gathering and analyzing consumer data to gain meaningful, relevant insights into buying behaviors and preferences. Companies can collect customer data from a number of touchpoints, including websites, apps, social media, and surveys. Predictive analytics. Analyzing data.

Predictive Analytics 98

Predictive Analytics Social Media Net Promoter Score NPS 98

SugarCRM

OCTOBER 12, 2021

Marketing automation and predictive analytics are among those game-changers. The best part about automation, however, is that it has opened the door to predictive analytics in marketing. This is the essence of predictive marketing, and it’s had no small part in Amazon’s massive success.

Predictive Analytics 47

Predictive Analytics Data Mining CRM Invoicing 47

TeamSupport

DECEMBER 20, 2023

In 2024, businesses should focus on proactive support strategies, such as predictive analytics and AI-driven insights, to identify potential issues and address them before customers even realize there's a problem. Plan to regularly collect feedback through surveys, social media, and direct communication channels.

Artificial Intelligence 108

Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

Comm100

APRIL 10, 2024

This monitoring activity can be applied to all channels, including social media, company websites, email, chatbot conversations, and customer support tickets. Predictive Analytics Predictive analytics allow businesses to understand customer behaviors and their various preferences at a much deeper and more actionable level.

Customer Service 104

Customer Service Predictive Analytics AI Artificial Intelligence 104

Fonolo

MAY 23, 2023

It harnesses advanced analytics and machine learning algorithms to dynamically adapt interactions based on real-time data and individual preferences. Real-Time Analytics Use advanced analytics tools to process and interpret data in real time, enabling dynamic personalization during customer interactions.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

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. Both groups of technologies can be utilized to make analytics more actionable. By the way, did you know that Lumoa’s analytics is powered by AI?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

SurveySensum

FEBRUARY 6, 2025

While Qualtrics is known for its advanced features like predictive analytics and complex surveys, QuestionPro is known for its advanced survey creation and detailed market research. However, both tools have drawbacks like steep learning curve, limited customization, expensive pricing plans, etc.

CX 52

CX Sentiment Analysis Text Analytics Social Media 52

Hodusoft

NOVEMBER 24, 2021

Furthermore, advanced predictive analytics can provide insights that can assist sales-based customer service providers in identifying the best sales and retention opportunities. These metrics are transformed into meaningful feedback that can help in decision-making by call centers using data analytics tools. Social Media.

Social Media 105

Social Media Artificial Intelligence CRM Omnichannel 105

Comm100

DECEMBER 12, 2023

Built on advanced machine learning models (LMs) like GPT and with vast datasets, Generative AI bots can hold dynamic, human-like conversations in every interaction. Be it through social media, live chat, email, or SMS, the transition should be fluid and consistent. Now, it’s about being one step ahead.

Innovation 97

Innovation Customer Service Omnichannel Social Media 97

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. Lets dive in to uncover which of these top contenders – Qualtrics vs SurveyMonkey – emerges as the best choice for you!

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Learn More about the role of AI in CX.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Lumoa

NOVEMBER 21, 2023

It is a technique that uses Natural language processing (NLP) and machine learning (ML) to scour emotions, opinions, and perspectives. Therefore, the most optimal analytics solution is to merge machine learning and human intelligence. Lumoa’s analytics is built on top of this philosophy.

Customer Feedback 78

Customer Feedback AI Machine Learning Social Media 78

DMG Consulting

MAY 2, 2021

Digitization should be very compelling for contact center and enterprise executives, as once customer inquiries are in a digital format (email, chat, SMS, messaging, social media, etc.), they become much easier to automate.

Contact Center 74

Contact Center Artificial Intelligence Predictive Analytics Machine Learning 74

DMG Consulting

FEBRUARY 25, 2019

Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. Vendors in most IT sectors claim to provide AI-enabled solutions, and the speech analytics providers are no exception. By Donna Fluss. But this is just the beginning. VoC Unfiltered.

AI 48

AI Text Analytics Machine Learning Predictive Analytics 48

DMG Consulting

APRIL 16, 2019

Social media depends heavily on real-time responses; omnichannel service requires companies to respond to a variety of media, such as chat, SMS, and video, in real time; and globalization has opened the door to worldwide resources and requires immediate responses for customers worldwide. of capturing feedback from customers.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48

Retently

APRIL 5, 2024

Retailers leverage AI technology, such as chatbots and predictive analytics, to enhance customer experiences by providing immediate assistance and personalization. Whether a customer reaches out via social media, calls the customer service hotline, or asks for help in-store, the quality of service should be unwavering and responsive.

Retail 78

Retail Customer Experience Omnichannel Social Media 78

DMG Consulting

SEPTEMBER 26, 2018

There is renewed interest in these solutions, which are incorporating artificial intelligence (AI) and machine learning to keep speech analytics up-to-date with the digital transformation. These advancements are fueling interest in speech analytics and accelerating sales of new and replacement solutions.

Contact Center 48

Contact Center Machine Learning Artificial Intelligence Text Analytics 48

Lumoa

APRIL 28, 2024

Medallia integrates with a wide range of data sources such as CRM systems, social media, contact centers and many more. Most common integrations are similar to Medallia and Qualtrics such as CRM systems, social media or review platforms. All three platforms are suitable for enterprises with large data sources.

Sentiment Analysis 78

Sentiment Analysis Compliance AI Social Media 78

Logicalware

JULY 26, 2023

Artificial Intelligence (AI) is a field of computer science focused on creating intelligent machines that can learn, reason, and perform tasks like humans. It includes techniques such as machine learning, natural language processing, and computer vision. voice, chat, email, social media) to offer seamless interactions.

Artificial Intelligence 52

Artificial Intelligence AI Sentiment Analysis Machine Learning 52

Customer Experience Matrix

MAY 7, 2015

Insightpool , which identifies social media influencers, predicts how likely they are to take a user-specified action, and then recommends multi-step campaigns to encourage that result. The system doesn’t do this yet but the vendor tells me they’re working on it.

106

106

Aquire

AUGUST 27, 2021

It’s about using data, AI machine learning, and predictive analytics to understand your audience’s individual behaviors and make interactions more relevant to them. Privacy, data collection, leveraging AI machine learning, and creating the right hyper-personalization strategies certainly take some planning.

Artificial Intelligence 52

Artificial Intelligence Machine Learning Social Media Predictive Analytics 52

Helpt

FEBRUARY 14, 2024

This data comes from various sources, including social media, transaction records, and IoT devices, offering a goldmine of insights for those who can harness it. Diagnostic Analytics : Moving a step further, diagnostic analytics seeks to understand why something happened.

Machine Learning 52

Machine Learning Social Media Data Mining Artificial Intelligence 52

SurveySensum

MAY 31, 2024

AI customer experience is the employment of AI technology like machine learning, and chatbots to improve the efficiency, speed, and intuitiveness of customer experience. Leverage Predictive Analytics AI’s predictive analytics can help you foresee customer needs and expectations.

AI 52

AI CX Customer Experience Sentiment Analysis 52

Ameyo Callversations

MARCH 2, 2022

The use of machine learning coupled with Artificial intelligence and automated voice responses in a Contact center also helps the agents assist customers by making the calls interactive. AI plays a key role in driving analytics and discovery in Contact Centers. AI Helps Discover Previously Unknown Data.

Contact Center 52

Contact Center Artificial Intelligence AI Sentiment Analysis 52

SurveySensum

JANUARY 26, 2022

The shift from traditional face-to-face conversations to social media conversations requires more training as more staff are shifted to social media support teams. . You can even give a customized experience for customers using machine learning and predictive analytics.

Customer Experience 59

Customer Experience Contact Center Machine Learning Omnichannel 59

CommBox

NOVEMBER 1, 2021

This is the reason why many corporations decided to switch to the predictive lead scoring business model. Lead scoring with predictive analytics eliminates or minimizes the element of human error, resulting in a higher rate of lead identification. How Does Predictive Lead Scoring Work?

Machine Learning 52

Machine Learning Artificial Intelligence Sales Predictive Analytics 52

Experience Investigators

MAY 7, 2024

Artificial intelligence is the ability of machines to exhibit human-like intelligence. It involves a few areas, such as machine learning, neural networks, and natural language processing. Predictive Analytics and Sentiment Analysis : AI algorithms can sift through vast amounts of customer data. AI is nothing new.

AI 52

AI Artificial Intelligence Sentiment Analysis Customer Experience 52

Retently

AUGUST 5, 2024

Advanced Analytics Enterprises require advanced analytical tools to delve deeper into customer feedback. This includes sentiment analysis, trend identification, and predictive analytics to anticipate customer behavior. It uses advanced AI and machine learning for analytics.

NPS 100

NPS B2B Net Promoter Score Actionable Insights 100

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Learn More about the role of AI in CX.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

SurveySensum

SEPTEMBER 2, 2024

The development of personalization based on artificial intelligence is taking place in two directions: predictive analytics and real-time automation. A study done by TapJoy reveals that 72% of mobile gamers willingly engage with rewarded in-app ads, while 64% prefer rewarded ads over sponsored social media posts.

Artificial Intelligence 52

Artificial Intelligence Retail Gaming AI 52