SurveySensum

OCTOBER 29, 2024

It’s no secret that your contact center is the first line of defense with your customers – making it the most important touchpoint in the customer journey. That’s where contact center analytics comes into play. What is Contact Center Analytics? Let’s understand each of them. Well, not anymore.

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

PeopleMetrics

FEBRUARY 27, 2025

Implement a full-scale, omnichannel transactional VoC program across every touchpoint. Heres how: Predictive Issue Identification AI can analyze early pilot responses and flag recurring customer issues before they become systemic, allowing businesses to proactively address problems before they lead to churn. The natural instinct?

VOC 62

VOC Close the Loop Sentiment Analysis AI 62

SurveySensum

FEBRUARY 17, 2025

stop words, special characters) and structures the text for analysis. Sentiment Analysis : The tool detects the overall sentiment of the text, labeling it as positive, negative, or neutral based on tone and context. Track customer sentiment across the entire journey. Data Cleaning : It removes irrelevant data (e.g.,

Text Analytics 52

Text Analytics Sentiment Analysis Social Media Machine Learning 52

Retently

JANUARY 13, 2025

Multi-Channel Support for Diverse Customer Touchpoints Customers interact with your business in many ways emails, live chat, mobile apps, social media, and more. Look for tools that provide intuitive dashboards to simplify data analysis, allowing you to track trends and filter responses by customer segments. Retently Dashboard 2.

Sentiment Analysis 116

Sentiment Analysis Net Promoter Score NPS Touchpoint 116

Win the Customer

DECEMBER 11, 2023

Senior service managers should leverage CSAT scores to pinpoint areas for improvement, guiding initiatives to enhance satisfaction across touchpoints. Social Media Sentiment Analysis In today’s digital age, social media platforms serve as forums where customers express their experiences openly.

Net Promoter Score 69

Net Promoter Score Sentiment Analysis Customer Experience Predictive Analytics 69

Experience Investigators

FEBRUARY 20, 2024

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. Generative AI can also deliver recommended messaging based on these predictive customer insights.

Voice of the Customer 98

Voice of the Customer VOC AI Artificial Intelligence 98

Hodusoft

NOVEMBER 27, 2024

Tools like HoduCC’s omnichannel CX suite enable businesses to provide a seamless, integrated experience across multiple touchpoints—whether it’s via phone, chat, social media, or email. Its sophisticated features, such as AI-powered chatbots, predictive analytics, and knowledge bases, enable faster response and resolution times.

Customer Loyalty 52

Customer Loyalty Contact Center E-commerce Omnichannel 52

Lumoa

APRIL 28, 2024

In your CX platform dashboard, you can see how your customers behave across all touchpoints and can personalize your interactions with them based on their behavior and preferences. Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights.

Sentiment Analysis 78

Sentiment Analysis Compliance AI Social Media 78

Logicalware

MARCH 1, 2023

The goal of a Phygital Customer Experience is to create a seamless and integrated customer journey that delivers value to the customer at every touchpoint. With the integration of physical and digital experiences, agents may be required to work across multiple channels and touchpoints, which can increase the complexity of their job.

Customer Service 52

Customer Service Customer Experience Touchpoint Sentiment Analysis 52

1 to 1

JULY 25, 2024

Proactive and Predictive Insights Traditional NPS feedback often reflects past interactions, which may lose relevance over time. Real-time insights and predictive analytics allow businesses to shift from reactive to proactive strategies. Return on Investment (ROI) : Calculates profitability from specific CX investments.

Sentiment Analysis 20

Sentiment Analysis Customer Feedback Net Promoter Score NPS 20

Lumoa

NOVEMBER 21, 2023

Thankfully, the most relevant AI development technologies evaluating customer feedback rely on sentiment analysis. We help you create cards in your dashboard that represent a specific touchpoint, location, or channel. It also involves exploring human psychology and the thought processes of a customer or a potential buyer.

Customer Feedback 78

Customer Feedback AI Machine Learning Social Media 78

Retently

DECEMBER 10, 2024

But lets get into more details to highlight Retentlys unique features : Key Features: Comprehensive CX Metrics : Supports NPS, CSAT, and CES surveys, providing a well-rounded view of customer satisfaction, effort, and loyalty across different touchpoints. Qualtrics stands out for its analytics and reporting tools.

NPS 78

NPS CRM Customer Satisfaction Sentiment Analysis 78

SurveySensum

NOVEMBER 23, 2023

Using this free NPS tool, you can analyze data with real-time , journey-based dashboards, and identify customer issues with a sentiment analysis feature. It allows you to measure NPS at any customer touchpoint via any platform or channel like SMS or email. Talk To Our NPS Expert To Get Started!

NPS 52

NPS Net Promoter Score Sentiment Analysis Social Media 52

SurveySensum

DECEMBER 1, 2021

Using this free NPS tool, you can analyze data with real-time, journey-based dashboards, and identify customer issues with a sentiment analysis feature. . Wootric is an innovative NPS tool that helps you measure customer feedback at all touchpoints of the customer journey. Best features . Free – $0/month.

NPS 52

NPS Net Promoter Score Sentiment Analysis CRM 52

SurveySensum

MAY 2, 2024

The Magic of Speed Imagine a chat window where a customer’s complaint is instantly analyzed and addressed by an AI-powered assistant, offering solutions and predicting their next need. Companies leverage chatbots, AI-powered sentiment analysis , and even predictive analytics to gather and respond to feedback instantly.

Close the Loop 52

Close the Loop Customer Service Social Media Innovation 52

SugarCRM

MARCH 28, 2024

Such solutions are the central hub for data emerging from various touchpoints, such as email or website interactions. Using sentiment analysis, manufacturers can identify at-risk customers and deploy proactive strategies to address customer concerns and revitalize engagement levels. It’s a Wrap!

Manufacturing 26

Manufacturing CRM Sales Sentiment Analysis 26

SurveySensum

OCTOBER 17, 2023

It supports predictive analytics, which can show you key trends and patterns. This tool comes with features like advanced targeting, dynamic insight reporting, sentiment analysis, and more that enable businesses to gain a better understanding of their customers. It enables users to create detailed and customized reports.

Customer Feedback 52

Customer Feedback NPS Actionable Insights Sentiment Analysis 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. Runner Up: Qualtrics XM Qualtrics XM is a power tool for measuring all your customer, employee, and market touchpoints across over 20,000 global brands in 100+ countries.

CX 52

CX Social Media Contact Center AI 52

SurveySensum

NOVEMBER 26, 2024

While Qualtrics is noted for its predictive analytics and advanced surveys, Medallia is known for its real-time feedback management. Medallia : Medallia comes with deep analytics and robust reporting, especially for customer experience trends. For more radical changes, the support team is always open for feature requests!

Sentiment Analysis 52

Sentiment Analysis Text Analytics Machine Learning AI 52