DMG Consulting

OCTOBER 16, 2018

Here are some suggestions: Speech/text analytics – use contact center analytics technology to fill survey gaps. Speech and text analytics can mine customer interactions from all voice and digital channels to capture the voice of the customer (VoC), without any effort on the customer’s part.

Customer Satisfaction 67

Customer Satisfaction Text Analytics Social Media VOC 67

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. Text analytics helps you to understand the drivers of customer satisfaction.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Callminer

JULY 15, 2019

On day 2, we have artificial intelligence and related technology taking center stage. 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.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

Lumoa

FEBRUARY 16, 2023

One of the best analysis techniques available is the voice of customer (VoC) template. This article will explain what VoC is, how to use it, and tips on creating your own voice of customer template for your business. In This Article: What is Voice of Customer(VoC) and Why Is It Important? Ready to dive in?

VOC 88

VOC Unstructured Data Customer Feedback Voice of the Customer 88

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Example of text analytics with sub-categories.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

DMG Consulting

FEBRUARY 25, 2019

To be sure, speech analytics has leveraged core AI technologies—natural language processing (NLP), natural language understanding (NLU), neural networks—to varying degrees for years, so many speech analytics vendors are justifiably calling what they do a form of AI. The future of this process is analytics-enabled QM (AQM).

AI 48

AI Text Analytics Machine Learning Predictive Analytics 48

SurveySensum

MARCH 3, 2022

VOC tools help you listen and comprehend the customer expectations, opinions, and feedback. What are VoC tools? Mandatory features to look for in a great VoC tool? What are VoC tools? A VOC tool is software that allows you to collect feedback and generate in-depth analysis reports from unstructured data.

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

CX Journey

MARCH 21, 2018

After all, none of that work or technology is free! CX Initiatives There are various initiatives along your journey that you'll want to be sure to factor into your budget, including: Survey design and associated costs (not technology): these might be allocated under 3. Here's what I've come up with, so far.

CX 108

CX VOE Customer Journey Map Text Analytics 108

Confirmit

DECEMBER 21, 2016

I saw first-hand the evolution from traditional research methods to online technologies and services. I went from working in a Market Research company to spending six years in a software startup that provided technology for online qualitative research. There are never any two programs that are alike, and that keeps it interesting.

VOE 53

VOE Text Analytics VOC Voice of the Employee 53

Confirmit

DECEMBER 4, 2018

Our program building blocks are: Horizons : Technology platform that underpins our VoC solutions. Accelerators : Templates, processes, and workflows supporting a rapid implementation of the Horizons technology. More specifically, we provide support in the following areas: VoC Program Design. Text Analysis.

B2B 40

B2B VOC Text Analytics Government 40

Confirmit

JUNE 6, 2018

Confirmit Genius is an advanced Text Analytics platform that uses the latest Machine Learning technologies to help you draw meaning from unstructured content. What are the two main modules of Confirmit Genius?

VOE 40

VOE Text Analytics Structured Data Voice of the Employee 40

PeopleMetrics

FEBRUARY 25, 2022

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. Voice of Customer (VoC) or customer listening. A VoC program collects, studies, and analyzes this information to help guide strategic decisions.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

DMG Consulting

SEPTEMBER 26, 2018

DMG’s 13th annual edition of this Report provides comprehensive coverage and authoritative analysis of the competitors, products, features, pricing, payback, and trends and challenges in this complex technology sector. Innovation in the speech analytics (SA) market is reinvigorating this highly valuable sector.

Contact Center 48

Contact Center Machine Learning Artificial Intelligence Text Analytics 48

Confirmit

DECEMBER 17, 2018

Access to live customer comments and text analytics. Provide access to VoC data to over 100 employees across Bupa Global. The way we have worked with Confirmit isn’t the sort of vendor/client relationship we’d have had with other technology providers, it’s about partnering for success."

Text Analytics 40

Text Analytics Customer Experience VOC Healthcare 40

SurveySensum

NOVEMBER 11, 2021

It provides the technology to create and share surveys, set up notifications to close the loop, analyze the data with real-time journey-based dashboards, and understand verbatims with Text & Sentiment analysis to prioritize actions. Text Analytics. Text Analytics. Text Analytics and Machine Learning.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

DMG Consulting

NOVEMBER 30, 2023

Never mind the technology’s tremendous future potential, AI is enabling advancements now, and a great example is interaction analytics (IA), also known as speech and text analytics. One of the latest AI technologies is GPT-4, the fourth generation of OpenAI’s language prediction model.

AI 48

AI CX Contact Center Artificial Intelligence 48

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Example of text analytics with sub-categories.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48

DMG Consulting

AUGUST 3, 2020

Sales, Marketing and Enterprise Uses of Interaction Analytics. Interaction (speech and text) analytics (IA) is a solution that sells well in both strong and weak economies. Comments This field is for validation purposes and should be left unchanged. By Donna Fluss.

Sales 72

Sales Contact Center Text Analytics Social Media 72

Lumoa

NOVEMBER 21, 2023

But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis. Thankfully, the most relevant AI development technologies evaluating customer feedback rely on sentiment analysis.

Customer Feedback 78

Customer Feedback AI Machine Learning Social Media 78

SurveySensum

NOVEMBER 8, 2023

CX automation involves leveraging technologies such as AI (artificial intelligence) and RPA (robotic process automation) to automate customer support and marketing campaigns, collect and analyze customer feedback, and personalize customer experience. However, it is advisable to rely on it only in certain situations.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

SurveySensum

OCTOBER 4, 2023

It empowers you to deploy CSI, SSI, NPS , CSAT, onboarding, and other VOC surveys to gauge the pulse of your automotive customers. Analyze the gathered feedback with the cutting-edge technology of Text analytics software. Get instant alerts about unhappy customers aka detractors. Pros The tool is simple and user-friendly.

Customer Feedback 52

Customer Feedback Sentiment Analysis Text Analytics CRM 52

SurveySensum

FEBRUARY 11, 2022

SurveySensum can be integrated with your existing technology and tools to create a seamless workflow. Text Analytics. Leverage the potential of machine learning with SurveySensum’s text analysis. The technology mainly revolves around using simple surveys to which linguistic algorithms and AI are applied. .

Close the Loop 52

Close the Loop Touchpoint NPS Customer Feedback 52

SurveySensum

JULY 15, 2022

The text analytics feature identifies the emotions behind each response and groups them accordingly. Customizable analytics & branding. Provides chatbots and other technologies. It is commonly used in automotive, insurance, and BFSI industries helping them enhance their customer experience in real-time. Pricey plans.

E-commerce 52

E-commerce NPS Sentiment Analysis ML 52

SurveySensum

NOVEMBER 23, 2023

It should blend effortlessly with your technology, workflows, and communications. It lets you send NPS, CES, CSAT, product, onboarding, and many VOC surveys to your customers. Qualaroo Qualaroo is a complete customer experience that leverages powerful survey Nudge technology to let you hear the voices of your customers.

NPS 52

NPS Net Promoter Score Sentiment Analysis Social Media 52

Confirmit

MAY 29, 2018

” Ideally the answer should be in open text format and allow the respondent to express their views in their own terms. Text analytics, through solutions like Confirmit Genius , can make sense of these verbatims and point you in the right direction when it comes to prioritizing actions based on customer feedback.

Net Promoter Score 40

Net Promoter Score NPS Close the Loop Customer Loyalty 40

PeopleMetrics

FEBRUARY 6, 2025

If theres one truth about VoC that hasnt changed, its this: without leadership buy-in, your program is dead on arrival. When I wrote Listen or Die in 2017, I emphasized that executive sponsorship is the single most important factor in VoC success. And now, with AI reshaping nearly every part of VoC, has this changed? Not really.

VOC 62

VOC AI Text Analytics Predictive Analytics 62

SurveySensum

NOVEMBER 22, 2024

Customizable survey editor with DIY capabilities Survey sharing and gathering via multiple channels Advanced and AI-enabled text and sentiment analytics Advanced and analytical reporting capabilities Role-based analytical survey dashboards Real-time ticketing management $99 per month 4.6 (5) 5) Promoter.io

Text Analytics 52

Text Analytics Sentiment Analysis NPS Actionable Insights 52

SurveySensum

NOVEMBER 25, 2024

Also, the tool is better suited for beginners as it lacks some advanced capabilities, like less advanced text analytics software. Limited Advanced Text Analytics Capabilities The text analytics feature of Medallia is not robust enough to accommodate thousands of feedback.

Text Analytics 52

Text Analytics Sentiment Analysis NPS Customer Feedback 52