Zendesk

JANUARY 30, 2023

There are three key pieces to the customer experience puzzle: A customer-first approach, a clear understanding of the voice of the customer (VOC) , and a company-wide determination to excel. What is customer sentiment analysis? Why is customer sentiment analysis important?

Sentiment Analysis 52

Sentiment Analysis Customer Experience VOC Social Media 52

Retently

JANUARY 13, 2019

Net Promoter Score® (NPS®) is usually correlated with a business’ growth potential – and for good reason. However, it’s important to understand that there’s more to an NPS campaign than the score itself. Don’t worry, though – we’ve got you covered with useful tips on how to analyze the survey data from your NPS campaigns.

NPS 72

NPS Net Promoter Score Sentiment Analysis Customer Satisfaction 72

SurveySensum

DECEMBER 24, 2024

GetFeedback All-in-one customer feedback tool Easy integration with APIs and third-party tools Real-time feedback management Contact to know the pricing details 4.5 Alchemer Survey customization Integration with CRM and ERP software Collaborator $55 per month Professional $165 per month Full access $275 per month 4.4

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

SurveySensum

MARCH 26, 2025

Businesses use it for fraud detection, legal analysis, and cybersecurity to uncover critical insights that aren’t immediately visible. Text Analysis , on the other hand, focuses on interpreting text data to derive meaningful conclusions. SurveySensum creates a consolidated and unified view of customer data.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis Actionable Insights 52

Experience Investigators

OCTOBER 3, 2023

Text Analysis for CX Text analysis isn’t new, but it is becoming more and more reliable to understand our customers like never before. At their core, text analysis tools ingest written communication to assess if the language is positive, neutral, or negative.

Sentiment Analysis 98

Sentiment Analysis Artificial Intelligence Social Media Hospitality 98

SurveySensum

FEBRUARY 10, 2022

Customer experience has moved from being a competitive differentiator to a key business imperative. Companies that lead in customer experience are now outperforming laggards by nearly 80%. . NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others.

NPS 52

NPS Net Promoter Score Sentiment Analysis Touchpoint 52

SurveySensum

FEBRUARY 3, 2022

Customer experience has moved from being a competitive differentiator to a key business imperative. Companies that lead in customer experience are now outperforming laggards by nearly 80%. . NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others.

NPS 52

NPS Net Promoter Score Sentiment Analysis Touchpoint 52

Lumoa

APRIL 28, 2024

Higher Revenue: 64 % of customers will spend more if a business resolves their issues where they already are. Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights. Which Platform Fits Your Needs?

Sentiment Analysis 78

Sentiment Analysis Compliance AI Social Media 78

CSAT.AI

APRIL 5, 2023

Net Promoter Score (NPS®): This metric measures the likelihood of a customer to recommend a product or service to others on a scale of 0-10. Net Promoter, Net Promoter Score, and NPS are trademarks of NICE Satmetrix, Inc., This is used to make business decisions and improve overall customer experience.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

Lumoa

MARCH 12, 2023

Listening to the voice of the customer sounds appealing in theory. One of the easiest (and smartest) ways to start is by implementing a customer experience platform. Lumoa’s customer experience platform helps you get from raw feedback to meaningful insights. But how do you do that in the real world?

Customer Experience 78

Customer Experience Customer Journey Map Sentiment Analysis NPS 78

Lumoa

JANUARY 24, 2024

Customer satisfaction drives key metrics like your Net Promoter Score (NPS). Satisfied customers are also paying customers, so keeping them happy also helps your bottom line. In 2024, delivering quality CX is so critical to business success that no Customer Experience Officer (CXO) can afford to overlook it.

Text Analytics 78

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 78

1 to 1

JULY 25, 2024

Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric. The Inadequacies of NPS NPS is centered on a single question: “How likely are you to recommend us?”

Sentiment Analysis 20

Sentiment Analysis Customer Feedback Net Promoter Score NPS 20

Intercom

NOVEMBER 30, 2021

Then, armed with eye-opening customer insights, you’ll know the exact questions to address in your proactive messages and the precise words to use (yes – your customers’ words). NPS, CSAT, and CES surveys: InMoment. For example, when customers close a conversation or use a specific feature, you can check in to see how they feel.

E-commerce 124

E-commerce Social Media Engineering Start-ups 124

Execs In The Know

OCTOBER 14, 2024

For example, AI-powered QA tools can flag negative sentiment in real time and identify areas where support agents are underperforming. AI customer feedback can also contribute to a wider Voice of the Customer program—helping businesses collect and analyze customer feedback about their brand, products, services, and customer experience.

Customer Feedback 52

Customer Feedback AI Artificial Intelligence Sentiment Analysis 52

Retently

MARCH 26, 2024

Some may require advanced analytics capabilities to dive deeper into open-ended responses, while others prioritize survey customization options or the availability of industry-specific survey templates. This approach allows for customized pricing but can be a hurdle for businesses seeking quick, transparent pricing comparisons.

Sentiment Analysis 78

Sentiment Analysis NPS Social Media CRM 78

Lumoa

AUGUST 8, 2023

So it’s important to listen closely and understand what customers want from brands – that’s where the voice of the customer comes in. By asking relevant and targeted questions, you can create a comprehensive picture of customer sentiment and gain valuable insights into what customers want from your brand.

Customer Feedback 78

Customer Feedback VOC Net Promoter Score NPS 78

SurveySensum

APRIL 5, 2022

It is an AI-enabled feedback management platform that helps you gather customer feedback, analyze it, and take action on it to boost your customer satisfaction and loyalty. You can use this VoC tool to evaluate the ease of use and customer satisfaction at multiple touchpoints. NPS, CES & CSAT surveys. Best Features.

NPS 52

NPS Sentiment Analysis Start-ups Customer Feedback 52

SurveySensum

JANUARY 20, 2021

We were already doing text and sentiment analysis for open-ended feedback. So that’s where we got the idea that why not do a complete voice of the customer tool, rather than making a tool just for surveys. Identify the top 5 challenges that your customers are facing . And I thought why not!

VOC 52

VOC Sentiment Analysis Social Media B2C 52

SurveySensum

FEBRUARY 11, 2022

The tool mainly works on three clouds namely Customer Experience (CX) Cloud, Employee Experience Cloud, and Market Experience Cloud that gives companies a complete understanding of all important factors. . It offers a Voice of the Customer (VoC) feature that alerts and allows everyone to listen, comprehend, and impart customer stories. .

Close the Loop 52

Close the Loop Touchpoint NPS Customer Feedback 52

eglobalis

AUGUST 19, 2024

Introduction We’re not here to drive the final nail into the coffin of NPS. While the Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty, sentiment, and ”satisfaction”, it’s clear that NPS alone isn’t sufficient—a topic we’ve explored before.

NPS 438

NPS Net Promoter Score VOC Actionable Insights 438

CX Journey

NOVEMBER 28, 2018

Obviously, the data needs to be related to the journey you're mapping, but here are some examples of the types of data you can add to the map.

Sentiment Analysis 34

Sentiment Analysis Invoicing NPS Voice of the Customer 34

SurveySensum

MAY 2, 2024

It’s a continuous conversation where companies, like maestros, listen to the orchestra of customer voices and orchestrate a symphony of action, communication, and, ultimately, satisfaction. This is the power of effective customer feedback. This is the future of closing the loop: technology-powered real-time responsiveness.

Close the Loop 52

Close the Loop Customer Service Social Media Innovation 52

Qualtrics

DECEMBER 9, 2020

Over the last decade businesses and governments have introduced tools and initiatives that have established customer experience (CX) capabilities within their organization, such as voice of the customer programs and journey mapping. This is because what people say and what they do are often two different things.

Artificial Intelligence 32

Artificial Intelligence Sentiment Analysis Government Machine Learning 32

InteractionMetrics

SEPTEMBER 14, 2020

An interactive dashboard that measures your verbatim content and gives you an ongoing sentiment analysis plan. After all, it’s likely you are using dashboards to display critical facts like their sales per location, NPS survey scores, and resolution rates. Another example is a client’s NPS survey. The solution?

Sentiment Analysis 52

Sentiment Analysis NPS Customer Feedback Voice of the Customer 52

InteractionMetrics

SEPTEMBER 14, 2020

An interactive dashboard that measures your verbatim content and gives you an ongoing sentiment analysis plan. After all, it’s likely you are using dashboards to display critical facts like their sales per location, NPS survey scores, and resolution rates. Another example is a client’s NPS survey. The solution?

Sentiment Analysis 52

Sentiment Analysis NPS Customer Feedback Voice of the Customer 52

InteractionMetrics

MARCH 20, 2025

At its core, Medallia focuses on real-time insights that reveal overarching sentiment and pinpoint specific touchpoints influencing NPS, CSAT, or loyalty. The platform even analyzes employee feedback to tackle service gaps and drive cultural changes that improve both frontline retention and customer satisfaction.

CX 52

CX Social Media Contact Center Compliance 52

SurveySensum

JANUARY 13, 2025

But the challenge is – while 73% of customers expect seamless experiences, only 29% of businesses deliver. The solution: Listen to the voice of the customer. AI and Sentiment Analysis : Use AI-powered tools to analyze open-ended feedback for emotions and recurring themes.

Omnichannel 52

Omnichannel Social Media Sentiment Analysis Touchpoint 52