Customer Experience Matrix

JUNE 22, 2014

It starts when a new medium is created – email, Web, now social. These are commercialized into “point solutions” are perform a single task such as social listening, posting, and measurement. It doesn’t have to be the last social marketing system you buy, so long as it moves you a bit further ahead.

Social Listening 72

Social Listening Social Media Sentiment Analysis CRM 72

SurveySensum

APRIL 28, 2025

When businesses fail to listen to their customers, frustration builds, leading them to switch to competitors. However, a VoC program enables you to gather real-time feedback across multiple channels – surveys, reviews, social media, and direct interactions – to identify pain points and take proactive action.

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

Qualtrics

JULY 25, 2020

One of the best ways to understand what people are really saying about you in their environment, social listening should be an integral part of your brand strategy. In order to harness the power of this data, it’s important that first, you listen. Which, naturally, is what social listening is all about.

Social Listening 29

Social Listening Social Media Sentiment Analysis Customer Satisfaction 29

CSAT.AI

MARCH 27, 2023

Social listening and behavioral analysis are helpful too. With the rise of big data analytics , companies can gather and analyze vast amounts of customer data from various sources like social media, surveys, and purchase history. Smart surveys are one way of doing this. Take abandoned shopping carts.

Customer Relationship 63

Customer Relationship CX Sentiment Analysis Social Listening 63

SurveySensum

SEPTEMBER 14, 2020

Customers prefer to interact digitally across social media channels, chats, or apps than on calls. The number of website traffic, online transactions, and social media engagement have increased. Social media listening tools: . Digital has become the new channel of interaction amongst the customers.

Customer Experience 59

Customer Experience Social Media Sentiment Analysis CX Transformation 59

Lumoa

APRIL 28, 2024

Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights. Since Qualtrics is a rather versatile solution, you can also do advanced statistical analysis such as regression, cluster, and correlation analysis.

Sentiment Analysis 78

Sentiment Analysis Compliance AI Social Media 78

Gainsight

JULY 30, 2024

Customer Sentiment Customer sentiment analysis involves interpreting and categorizing the emotions expressed in customer feedback, which can be gathered from various sources including social media, reviews, and customer support interactions.

Net Promoter Score 52

Net Promoter Score Customer Experience Social Media Social Listening 52

SurveySensum

SEPTEMBER 25, 2023

SurveySensum can help you design, set up, and distribute customer surveys via various channels, including email, social media, WhatsApp, and more. Social Media Engagement: You can gather a lot of information without even asking a single question to the customer. By monitoring social media engagement.

Customer Feedback 52

Customer Feedback Social Media Sentiment Analysis Text Analytics 52

SurveySensum

SEPTEMBER 19, 2022

Social media. A customer connects with the brand at multiple touchpoints – website, social media, support call, live chat, email, and many more. Social media channels and forums are great examples of indirect VOC data sources. With social listening, you can cater to all this chatter on the web.

VOC 52

VOC Social Media Voice of the Customer Sentiment Analysis 52

Retently

DECEMBER 10, 2024

Text and Sentiment Analysis Tools: Helps businesses analyze customer emotions and anticipate trends, enabling proactive adjustments based on real-time feedback. Automated Workflows : Streamlined processes with action plans, ticketing systems and root-cause analysis.

NPS 78

NPS CRM Customer Satisfaction Sentiment Analysis 78

Retently

FEBRUARY 9, 2024

There are useful features available, such as word clouds or text analytics, which can help visualize common terms used by customers, as well as sentiment analysis of their feedback. Social listening capabilities further extend the reach, capturing spontaneous conversations and opinions shared across social media platforms.

Customer Feedback 96

Customer Feedback Net Promoter Score Customer Satisfaction NPS 96

InteractionMetrics

MARCH 20, 2025

By analyzing voices across every channelsurveys, social media rants, support calls, and even subtle shifts in app behavioryou can use CX software to uncover what customers really want. Each excels in niche areasthink razor-sharp social listening, hyper-scalable contact centers, or AI that predicts customer needs before theyre spoken.

CX 52

CX Social Media Contact Center Compliance 52

SurveySensum

JANUARY 13, 2025

In other words, as we talk about online reviews and comments, social media, and forum discussions! You didnt send out a survey, but when scrolling through social media, you notice a few trends. By combining social media insights with other metrics, you gain a broader view of your brand perception.

Omnichannel 52

Omnichannel Social Media Sentiment Analysis Touchpoint 52

SurveySensum

MARCH 14, 2025

Online Market Research Online market research involves collecting real-time data from digital sources, including social media, website analytics, online reviews, and digital surveys. Why it matters : Identifies the most effective marketing channels (social media, email, TV, etc.)

Social Media 52

Social Media Non-Profits E-commerce AI 52