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 is NPS ® going up or down? Why are your customers turning away from you?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Lumoa

FEBRUARY 20, 2018

Customer experience matters across all the channels and all the touchpoints of customer journey. Customer experience management, if done properly, will result in better business KPIs, incl. customer churn and retention, higher advocacy and finally revenue. Voice of the customer: where to start?

Customer Experience 141

Customer Experience NPS Touchpoint Net Promoter Score 141

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

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

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

Callminer

JULY 15, 2019

Join Vice President of AI Rick Britt and Data Scientist Kirsten Stallings as they dispel the myth that out-of-the-box text analytics works the same on speech data. Leveraging Machine Learning in Conversational Analytics. In addition, a wide range of acoustics are in play to provide contextual accuracy.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

Confirmit

MAY 29, 2018

What Is Net Promoter Score (NPS®)? The Net Promoter Score, or NPS®, enables organizations to get a clear vision of the health of their customers’ loyalty. Why is NPS® Important? How Does Net Promoter Score (NPS®) Work? How to Calculate the Net Promoter Score (NPS®)?

Net Promoter Score 40

Net Promoter Score NPS Close the Loop Customer Loyalty 40

Callminer

AUGUST 6, 2019

Speech/text analytics. Text analytics is used to scour textual interactions (e.g., Call center software should be paired with a good Voice of the Customer solution. “While this technology has proven popular with consumers, it’s still not a standard offering in call center systems.

Contact Center 140

Contact Center VOC Social Media Artificial Intelligence 140

Gainsight

MAY 23, 2019

People Maps provides a tool for your company to capture the organizational hierarchy of your customer contacts and crowdsource information on the informal relationships between them. People Maps is available in beta now and will be released in July 2019. Coming Soon.

Text Analytics 75

Text Analytics Engineering Machine Learning Voice of the Customer 75

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

Confirmit

NOVEMBER 15, 2020

After just five months, Louise successfully launched the Voice of the Customer program and created its first-ever Customer Service Week, providing staff with training to help them learn about the new VoC tool, understand results and bring customer feedback to life. 11% increase in customer orders.

CX 52

CX VOC Text Analytics Voice of the Customer 52

Confirmit

SEPTEMBER 11, 2017

Which brings me neatly onto our featured customer case study for this week. From a metrics perspective, their NPS® has increased from the low 30s to over 50 since implementation and response rates range between 15 and 30%, something that few surveys (even great ones) achieve in the long term.

Text Analytics 40

Text Analytics CX Social Media Voice of the Employee 40

Confirmit

SEPTEMBER 11, 2017

Which brings me neatly onto our featured customer case study for this week. From a metrics perspective, their NPS® has increased from the low 30s to over 50 since implementation and response rates range between 15 and 30%, something that few surveys (even great ones) achieve in the long term.

Text Analytics 40

Text Analytics CX Social Media Voice of the Employee 40

Execs In The Know

MAY 4, 2023

O ne of the deepest for us has been the voice of the customer. It’s been a game changer because it has allowed us to build trust with both our customers and our team members. We haven’t explored all the beautiful capabilities artificial intelligence (AI) and text analytics have to offer, yet.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

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

Confirmit

DECEMBER 17, 2018

Working closely with Confirmit, Bupa Global has built a solution that enables; A clear, single view of all ongoing customer surveys. One-click access to customized interactive dashboards. Access to live customer comments and text analytics. Drive NPS increases of 6.2 points in Customer Service in 2017. "When

Text Analytics 40

Text Analytics Customer Experience VOC Healthcare 40

Lumoa

APRIL 28, 2024

Companies use surveys, NPS, CSat, and reviews to gauge customer sentiment but often base improvements on intuition. 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. Read the full story.

Sentiment Analysis 78

Sentiment Analysis Compliance AI Social Media 78

Confirmit

MARCH 13, 2018

A safe bet in most cases is the Voice of the Customer category, but it’s wise to see if there is another one better suited to your business. If you’re doing something with new technologies, such as mobile or text analytics, consider our Innovation category. We’re all about results!

VOE 40

VOE Voice of the Employee Text Analytics Voice of the Customer 40

SurveySensum

MARCH 1, 2024

Amidst the rush for scores, they started losing the customers, without any clue! And the amusing part, had they analyzed the NPS Score correctly and were not just ‘focusing on the number’ they’d have identified their detractors pretty early. Well, this is a classic example of an NPS analysis gone wrong.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Customer Satisfaction 52

Confirmit

NOVEMBER 20, 2018

Areas like predictive analytics, text analytics , and deep learning can help us to find what might otherwise be a needle in a haystack. It’s a shock to some CX professionals, but not everyone in the company is bowled over by the latest NPS® score! Voice of the Customer Company Best Practices.

AI 40

AI Text Analytics Predictive Analytics NPS 40

PeopleMetrics

FEBRUARY 25, 2022

The field of customer experience is constantly evolving alongside the broader business environment. Here are a few trends we're seeing : Increased investments in AI technology, like text analytics and automated service recovery, to streamline elements of the CX process. A few common examples include: Net promoter score (NPS).

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

SurveySensum

NOVEMBER 8, 2023

So, they can solve the age-old problem of failing to turn users into paying customers. Automating Customer Feedback and Surveys The Voice of the Customer refers to the feedback and opinions that customers share about their experiences with a company, product, or service. What more could you strive for?

CX 52

CX Customer Experience Artificial Intelligence NPS 52

SurveySensum

JULY 2, 2023

Renowned for NPS, CES, and CSAT surveys , it offers a comprehensive CX program that covers every stage. This includes gathering customer feedback for analysis and actionable insights. Key Features Its text analytics features automatically tag and segment customers based on their feedback. Is Delighted Worth it?

Customer Satisfaction 52

Customer Satisfaction Social Media Text Analytics Actionable Insights 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. Best features.

Close the Loop 52

Close the Loop Touchpoint NPS Customer Feedback 52

PeopleMetrics

JANUARY 21, 2025

Net Promoter Score (NPS) has been a cornerstone of Voice of the Customer (VoC) programs for decades. As I wrote in Listen or Die in 2017, NPS is simple, powerful, and universally understooda trusted measure of how well youre building loyalty among your customers. However, NPS isnt perfect.

NPS 118

NPS AI Net Promoter Score E-commerce 118

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

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. For example , if multiple customers report the same bug through an in-app survey, dont just let that feedback sit there.

Omnichannel 52

Omnichannel Social Media Sentiment Analysis Touchpoint 52

PeopleMetrics

APRIL 22, 2025

Over the past 3 months, Ive been revisiting lessons from Listen or Die: 40 Lessons That Turn Customer Feedback into Gold through the lens of AI. From NPS to VoC, AI has transformed how we look at and act on customer experience. Writing this series has been one of the most energizing projects of my career.

AI 62

AI VOC Text Analytics NPS 62