Customer Experience Matrix

SEPTEMBER 21, 2012

My own experience was mostly talking to marketing technology vendors in the exhibit hall, private meetings, and maybe a party or two. I did attend the main keynote and the “marketing cloud” announcement, but neither contained no major product news and the basic story – that social networks change everything – was true but far from novel.

Structured Data 82

Structured Data Social Media Technology Technology 82

Zendesk

FEBRUARY 10, 2022

Consumer expectations are increasingly rising, and the world of technology is constantly evolving—making it difficult for business leaders to keep up. Set up tools for collecting customer data. Structured data is quantitative information such as names, geolocations, and credit card transactions.

Customer Experience 98

Customer Experience Unstructured Data Customer Journey Map Net Promoter Score 98

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. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Taylor Reach Group

SEPTEMBER 29, 2020

The path to contact center modernization has never been straightforward when it comes to its navigating technology infrastructure. The Contact Center Stack is the principle set of technology that powers successful centers. by JD Fairweather. To avoid this trade-off, an understanding of the Contact Center Stack is necessary.

Contact Center 85

Contact Center Artificial Intelligence CRM Net Promoter Score 85

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. For example, combining unstructured feedback with structured data from surveys can provide insight into the ‘why’ behind the customer/consumers’ survey responses.

VOE 40

VOE Text Analytics Structured Data Voice of the Employee 40

DMG Consulting

FEBRUARY 25, 2019

To be sure, speech analytics has leveraged core AI technologies—natural language processing (NLP), natural language understanding (NLU), neural networks—to varying degrees for years, so many speech analytics vendors are justifiably calling what they do a form of AI. But this is just the beginning. QM: From Antiquated to Automated.

AI 48

AI Text Analytics Machine Learning Predictive Analytics 48

Lumoa

FEBRUARY 16, 2023

In recent years, VoC has gained popularity as new technologies have expanded how companies receive and process customer feedback. Not every customer will state explicitly what their main problem is. You’ll want to consider the main project goal as you do this. Analyzing VoC data is just as critical as getting the data.

VOC 88

VOC Unstructured Data Customer Feedback Voice of the Customer 88