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

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. Why are your customers turning away from you?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Beyond Philosophy

MAY 12, 2021

Moreover, predictive analytics should take into account customers’ motivators to predict what customers are doing accurately. Porte likes how that flexibility makes the technology able to accommodate customer (and the company’s) needs. Voice of the customer continues to be a hot investment, too.

Customer Expectations 88

Customer Expectations Machine Learning AI Technology 88

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. Both groups of technologies can be utilized to make analytics more actionable. Why are your customers turning away from you? Learn More about the role of AI in CX.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Retently

APRIL 5, 2024

Self-service options, including self-checkout systems and digital information kiosks, empower customers with autonomy and skill, improving the shopping experience and the retailer’s operational efficiency. This isn’t just a happy coincidence; it’s the power of customer feedback in action.

Retail 78

Retail Customer Experience Omnichannel Social Media 78

Lumoa

APRIL 28, 2024

The work of support agents becomes more productive and the tool helps them to understand the customer’s history. Medallia ’s AI feature is called ‘ Ask Athena ‘ and uses machine learning to discover data trends such as sudden increases in negative customer feedback.

Sentiment Analysis 78

Sentiment Analysis Compliance AI Social Media 78

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 52

AI Artificial Intelligence Sentiment Analysis Customer Experience 52

Qualtrics

NOVEMBER 18, 2020

Something needed to change, so we turned to Qualtrics,” explained Jason Bradshaw, Chief Customer and Marketing Officer at Volkswagen Group Australia. With the Qualtrics XM Platform in place, Volkswagen’s Accelerate to WOW program brought the voice of the customer to the forefront of the business.

Predictive Analytics 32

Predictive Analytics Machine Learning Contact Center Start-ups 32

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. Both groups of technologies can be utilized to make analytics more actionable. Why are your customers turning away from you? Learn More about the role of AI in CX.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

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. So it’s kind of an untraditional model, but there are all kinds of ways you can pivot analytics and research. How do you go from predictive to prescriptive?

Non-Profits 37

Non-Profits Customer Experience B2C B2B 37