Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. In This Article: Why do you need Customer Experience Management?

Customer Experience 165

Customer Experience NPS Touchpoint Close the Loop 165

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

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

According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Why are your customers turning away from you?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Confirmit

DECEMBER 12, 2018

One of our resident CX experts, Phil Durand, Director of Customer Experience Management was at the event to share his view on how we can use the growing complexity to drive better customer experiences. It can often be heard that Text Analytics is the answer or that AI will solve everything, but where is the balance?

CX Transformation 49

CX Transformation Technology Technology CX 49

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

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. According to Accenture , 85% of customer interactions will be managed with AI by 2020.

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

DMG Consulting

JANUARY 2, 2018

The primary issues are these: Speech analytics is not yet considered a “must-have” application; analytics-enabled quality assurance (AQA) has not caught on; real-time speech analytics has a limited number of use cases; and text analytics continues to struggle to be noticed. Like what you’re reading?

Text Analytics 54

Text Analytics Contact Center Artificial Intelligence Machine Learning 54

Callminer

AUGUST 6, 2019

Now, a new technology known as Web callback or virtual queueing allows callers to ‘virtually’ hold their place in the queue after they hang up in order to receive a callback later. While this technology has proven popular with consumers, it’s still not a standard offering in call center systems. Speech/text analytics.

Contact Center 140

Contact Center VOC Social Media Artificial Intelligence 140

Confirmit

JANUARY 23, 2020

They advise organizations on IT strategy, implement the most appropriate technology, optimize its performance, and manage customers’ infrastructures. In this video, Donna Kempster of Computacenter provides her advice on getting started with a customer experience program. Voice of the Customer Videos.

Text Analytics 52

Text Analytics CX Voice of the Customer Technology 52

Confirmit

APRIL 2, 2020

One thing you'll hear is that while clients love the Confirmit's technology - whether that's our digital feedback solution, text analytics tools, survey designer or data visualisation - it's the people who make the difference.

Text Analytics 52

Text Analytics Voice of the Customer Technology Technology 52

DMG Consulting

SEPTEMBER 29, 2022

In the past three years, AI has progressed from a concept with great potential to a practical set of technologies that are being used to reinvent the underpinnings of every contact center system and application. For example, how many voice-of-the-customer solutions do companies really need?

Artificial Intelligence 62

Artificial Intelligence CX Contact Center Text Analytics 62

Confirmit

JULY 10, 2017

Previously, Confirmit had had the best web data collection technology on the market, but Pulse Train was renowned for its multi-channel solutions, including CATI, IVR, paper and more, so there was clearly a great fit between the businesses. Voice of the Customer Voice of the Employee Market Research Company.

Text Analytics 61

Text Analytics Voice of the Employee Start-ups Voice of the Customer 61

Confirmit

JULY 15, 2019

Our end-to-end technology will enable you to run feedback and research programs that increase revenue, reduce costs, and drive company, brand, and product improvements. Use advanced techniques, such as text analytics and emotion recognition to really understand what your audience is thinking. Richer Insights.

Technology 40

Technology Technology Text Analytics Actionable Insights 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. EITK: When it comes to technology, in what ways is the brand differentiating itself from its competitors to improve CX? So, we went all in!

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

Lumoa

FEBRUARY 16, 2023

A voice of the customer (VoC) is the process of gathering customer feedback to discover what they need, want, and expect from you. The goal is to better understand your customers, earn their trust, and improve customer experience. Without customers, there is no business. Thankfully, we’ve got you covered.

VOC 88

VOC Unstructured Data Customer Feedback Voice of the Customer 88

Confirmit

MAY 18, 2020

Survey length is increasing, customer research has taken on new meaning and it’s up to us all to write the rule book on what comes next. We’ve been working closely with our clients to ensure our technology is supporting them through this period, from digital feedback through to text analytics.

CX 59

CX Text Analytics Government Gaming 59

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. Drive intelligent action to improve the customer experience. Voice of the Customer Voice of the Employee Market Research Product Innovation Factsheets.

VOE 40

VOE Text Analytics Structured Data Voice of the Employee 40

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. Voice of the Customer Voice of the Employee Market Research Company.

VOE 53

VOE Text Analytics VOC Voice of the Employee 53

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

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. Voice of the Customer Factsheets. Accelerators are one of these building blocks.

B2B 40

B2B VOC Text Analytics Government 40

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

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. Voice of the Customer Case Studies.

Text Analytics 40

Text Analytics Customer Experience VOC Healthcare 40

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

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

Confirmit

NOVEMBER 20, 2018

Often, we end up with a horrible conflict between people and technology which results in a worse state of affairs than ever. AI is not going to fix everything for us, but a combination of technology and people can move us a long way forward. Voice of the Customer Company Best Practices.

AI 40

AI Text Analytics Predictive Analytics NPS 40

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. According to Accenture , 85% of customer interactions will be managed with AI by 2020.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

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’d love that, but no.

VOE 40

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

SurveySensum

OCTOBER 2, 2024

Scope of Use Actively used by marketing, support, and product teams; across the entire customer journey. Used by sales, marketing, and customer service teams. Tools/Components Uses tools like customer journey mapping, feedback collection, and text analytics. Now is the moment when SurveySensum takes action.

Customer Relationship Management 52

Customer Relationship Management Customer Experience Management Customer Relationship CXM 52

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. Act on feedback in real-time whenever needed.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Lumoa

APRIL 28, 2024

Medallia expanded its capabilities with its acquisition of Mindful , the global leader in contact center callback technology in 2022. 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.

Sentiment Analysis 78

Sentiment Analysis Compliance AI Social Media 78

SurveySensum

NOVEMBER 8, 2023

A survey conducted by TELUS International revealed that 65% of customers anticipate­ some level of CX automation in their customer journey. These technologies excel at handling repetitive tasks, but when it comes to more comple­x problem-solving or nuanced interactions, human involvement is essential.

CX 52

CX Customer Experience Artificial Intelligence NPS 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

SurveySensum

FEBRUARY 11, 2022

Basically, they help you make customer feedback more actionable. ? SurveySensum can be integrated with your existing technology and tools to create a seamless workflow. This will give you all the information you need about the customer on ONE platform. Text Analytics. How to close the feedback loop? Best features.

Close the Loop 52

Close the Loop Touchpoint NPS Customer Feedback 52

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

Gainsight

MAY 23, 2019

Gainsight Home is the one place for customer owners to get insightful and actionable intelligence about their portfolio, and complete daily tasks like setting up a meeting, taking notes and creating to-do lists. Solve difficult data problems with new platform technology. Coming soon. Coming Soon.

Text Analytics 75

Text Analytics Engineering Machine Learning Voice of the Customer 75