DMG Consulting

FEBRUARY 25, 2019

Service, quality management, and the customer journey will all see big gains. Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. As the pace of business has accelerated, the demand for real-time speech analytics has increased.

AI 48

AI Machine Learning Text Analytics Predictive Analytics 48

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Actionability is also, as we believe, one of the essential aspects of customer experience management. Both groups of technologies can be utilized to make analytics more actionable.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

DMG Consulting

JANUARY 2, 2018

The primary issues are these: Speech analytics is not yet considered a “must-have” application; analytics-enabled quality assurance (AQA) has not caught on; real-time speech analytics has a limited number of use cases; and text analytics continues to struggle to be noticed. AI AND INTERACTION ANALYTICS.

Text Analytics 54

Text Analytics Contact Center Artificial Intelligence Machine Learning 54

Gainsight

MAY 23, 2019

Renewal Center uses machine learning to analyze subjective and objective customer data to produce a predictive renewal likelihood score for every renewal opportunity, leading to an accurate renewals forecast. Coming Soon.

Text Analytics 75

Text Analytics Engineering Machine Learning Voice of the Customer 75

Confirmit

JUNE 6, 2018

Confirmit Genius is an advanced Text Analytics platform that uses the latest Machine Learning technologies to help you draw meaning from unstructured content. Drive intelligent action to improve the customer experience. Please download the following factsheet to learn more about Confirmit Genius.

VOE 40

VOE Text Analytics Structured Data Voice of the Employee 40

SurveySensum

DECEMBER 24, 2024

Comparison Table of the Top 15 SurveyMonkey Alternatives & Competitors in 2025 SurveyMonkey Alternatives Features Free Trial Free Version Pricing G2 Rating SurveySensum Inbuilt survey templates Provide AI-enabled text analytics Powerful dashboard for quick view analysis Enables integration with HubSpot, Zendesk, and more.

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

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

DMG Consulting

APRIL 16, 2019

AI, machine learning, IVAs, robotic process automation (RPA), desktop process automation (DPA), knowledge management, and more will be instrumental in helping companies improve the service experience. Another emerging strategy for managing a personalized customer experience is the use of predictive analytics.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48

PeopleMetrics

JANUARY 20, 2025

When I wrote Listen or Die , text analytics was already emerging as the backbone of Voice of the Customer (VoC) programs. Even in 2017, machine learning (a form of AI) was recognized as essential to making sense of unstructured customer feedbackthose open-ended comments that tell you the "why" behind your scores.

Text Analytics 118

Text Analytics Machine Learning VOC AI 118

DMG Consulting

NOVEMBER 30, 2023

Never mind the technology’s tremendous future potential, AI is enabling advancements now, and a great example is interaction analytics (IA), also known as speech and text analytics. A neural network “learns” by identifying patterns in massive amounts of digital data, which enables it to predict the next word in a sequence.

AI 48

AI CX Contact Center Artificial Intelligence 48

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Actionability is also, as we believe, one of the essential aspects of customer experience management. Both groups of technologies can be utilized to make analytics more actionable.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

Lumoa

APRIL 28, 2024

Customer service representatives can use Medallia to hear and respond to customer feedback, report the action taken, and whether or not the issue has been resolved. Its omnichannel text analytics feature comes with Natural Language Processing and is supported by AI (more about this in the next segment).

Sentiment Analysis 78

Sentiment Analysis Compliance AI Social Media 78

SurveySensum

NOVEMBER 8, 2023

Personalized product recommendations : By analyzing customers’ purchase history, AI can show product recommendations that might be an exact match for the client’s needs. This saves the customer time to browse through various categories of products. So, they can solve the age-old problem of failing to turn users into paying customers.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

SurveySensum

FEBRUARY 11, 2022

When you have too many customer personas and a huge pool of audience, you really need to manage it. SurveySensum allows you to store, organize, and manage all the information about your customers easily. Text Analytics. Leverage the potential of machine learning with SurveySensum’s text analysis.

Close the Loop 52

Close the Loop Touchpoint NPS Customer Feedback 52

SurveySensum

JULY 20, 2023

They were significantly losing out on the customers and they didn’t know what to do. Analyzing this feedback using powerful text analytics , they discovered important insights. Customers were switching to other fashion brands due to limited stock availability. So start listening to the voice of the customers.

Retail 52

Retail Customer Feedback CX Social Media 52

PeopleMetrics

JULY 31, 2018

The true “voice” of your customer is the unique words they share with you each time you ask them “Why” or “Please tell me more about that” in your survey. There is gold in each comment that customers share with you. Enter text analytics. Machines (Text Analytics). Still need convincing?

Text Analytics 79

Text Analytics VOC Unstructured Data CEM 79

PeopleMetrics

JUNE 4, 2019

Those in B2C need to embrace the fact that they probably have more customer feedback than they know what to do with. However, the seemingly overwhelming volume of feedback allows B2C companies to learn more about customers and their experiences than ever before. More confidence means you can create better customer experiences.

VOC 122

VOC B2C B2B CEM 122

SurveySensum

APRIL 15, 2025

Check how you can analyze the survey data here Action & Reporting There is no point in capturing customer feedback if you are not going to take any action on it. Well, an efficient voice of the customer tool helps you with it. It helps you conduct the research to understand the voice of your customer seamlessly.

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

PeopleMetrics

APRIL 22, 2025

Lesson #3 Revisited: AI and the Quest for a Single Source of Truth in CX Feedback Explore how AI is enhancing Voice of the Customer platforms by unifying diverse feedback sources and providing real-time insights, while highlighting the indispensable role of human judgment and empathy in interpreting data and fostering genuine customer relationships.

AI 62

AI VOC Text Analytics NPS 62