Remove NPS Remove Text Analytics Remove Touchpoint
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AI and Customer Experience: The Smarter, Faster, and More Personal Duo Redefining B2B Success

eglobalis

For instance, Oracle uses its Oracle CX Unity platform to unify customer data across touchpoints , enabling businesses to create personalized experiences at scale. Similarly, Oracle has been using its Oracle Text Analytics tool since 2015 to analyze customer feedback from surveys, social media, and reviews.

B2B 337
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Lesson #24 Revisited: Shorter surveys are usually better—but if it’s too short, it could come back to bite you

PeopleMetrics

For that reason, super-short surveys are increasingly popular, often consisting of just one or two questions: the likelihood that the customer will recommend your company (NPS) and an open-ended "why?" NPS doesnt measure the latest interaction. Text analytics tools are impressive and improving rapidly, but they're not foolproof.

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Top 5 Text Analytics Tools: Features, Benefits, and Use Cases

SurveySensum

Text Analytics Tools. What Are Text Analytics Tools? In simple terms, text analytics tools leverage machine learning, NLP, and other AI capabilities to break down unstructured data from customer feedback, online reviews, customer support chat, etc. But, How Do Text Analytics Tools Work?

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Text Analytics vs Sentiment Analysis: Key Differences & Applications

SurveySensum

While both deal with analyzing text, they serve different purposes. First, What is Text Analytics? Text analysis , also known as text mining, is the process of extracting useful information from unstructured text data. Lets discuss the key differences and applications of sentiment analysis vs text analytics.

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The Role of NPS in Banking and Other Financial Institutions

SurveySensum

Using NPS in finance industry can get to the heart of why customers would or wouldn’t recommend them to others. In this guide, we’re going to take a deep dive into why NPS in banking industry is so important, how to work it out, how to use it to get better, and more. What is NPS in Banking and Other Financial Institutions?

NPS 52
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Lesson #11 Revisited: Where You Start with VoC Depends on Where You Are—And How AI Can Help Along the Way

PeopleMetrics

This phase is about choosing the right customer touchpoints to measure, ensuring survey distribution is automated, and getting leadership buy-in. Identify a moment of truth a critical touchpoint where experience can make or break customer loyalty. This is where AI starts making a difference.

VOC 62
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A to Z Guide to Customer Experience Definitions and Terms (Updated)

Lumoa

Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down? But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? What metrics should you follow?