PeopleMetrics

FEBRUARY 27, 2025

Many organizations rush into transactional surveys, measuring individual touchpoints without first understanding the bigger picture. Thats why I always recommend beginning with a relationship surveyit gives you a clear baseline of customer sentiment, highlights which touchpoints need attention, and builds momentum for your CX efforts.

AI 62

AI VOC Text Analytics Social Media 62

Lumoa

JANUARY 7, 2021

In reality, there are several customer touchpoints along the customer journey where you can (and should!) Different surveys help you measure the experience appropriately at all customer journey touchpoints, and there is no one-size-fits-all. Each of these customer touchpoints are important for the company to get right.

Touchpoint 78

Touchpoint Customer Journey Map Social Media Text Analytics 78

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?

Contact Center 52

Contact Center Text Analytics Sentiment Analysis Machine Learning 52

PeopleMetrics

JUNE 4, 2019

The sales force becomes a key touchpoint in the customer experience for B2B. Each relationship and each interaction provide touchpoints for VoC feedback in B2B. And, through text analytics and other real-time reporting analytical approaches, answers to key questions are immediate. TEXT ANALYTICS: N/A.

VOC 122

VOC B2C B2B CEM 122

Lumoa

FEBRUARY 9, 2023

It involves creating customer touchpoints, analyzing customer feedback and data , and leveraging customer insights to build customer-centric products/services. Empathy maps typically include customer demographics, customer goals and needs, customer behavior, customer emotions, customer touchpoints, customer motivations and more.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

SurveySensum

OCTOBER 17, 2024

In other words, today’s modern connected consumer interacts with a business across multiple touchpoints. So, always opt for AI text analytics tools for it, and there are many in the market! For example, take the case of Uber, where the text analytics solution gives you top tags. Manually doing it can take days.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

Lumoa

JANUARY 31, 2023

Customer experience matters across all the channels and all the touchpoints of the customer journey. Contact volume by channel Knowing the contact volume and ticket distribution by channel will help you to identify the main customer touchpoints that cause problems or are unclear to your customers.

Customer Experience 165

Customer Experience NPS Touchpoint Close the Loop 165

SurveySensum

AUGUST 19, 2024

This is one of the customer touchpoint examples where the brand engaged with Mike to remind and or understand why he abandoned the cart. This interaction at this touchpoint in Mike’s customer journey prompted him to become a customer from just a mere visitor. What are Customer Touchpoints?

Touchpoint 52

Touchpoint Social Media Invoicing Text Analytics 52

Lumoa

FEBRUARY 20, 2018

Customer experience matters across all the channels and all the touchpoints of customer journey. Contact volume by channel Knowing the contact volume and ticket distribution by channel will help you to identify the main customer touchpoints that cause problems or are unclear to your customers.

Customer Experience 141

Customer Experience NPS Touchpoint Net Promoter Score 141

Lumoa

APRIL 3, 2018

Soon after, NPS gained popularity and used to be implemented everywhere: from customer service interaction to every individual customer touchpoint. Many companies often start measuring NPS at one touchpoint (which is often customer service, as it is the most obvious option) that they think is the most important. When to ask feedback?

Net Promoter Score 126

Net Promoter Score NPS Touchpoint Text Analytics 126

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. To borrow a definition from Forrester , "The customer journey spans a variety of touchpoints by which the customer moves from awareness to engagement and purchase. How do I find your company?" "I

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

DMG Consulting

MAY 5, 2020

As a result, enterprises need to be able to analyze customer interactions that occur at all enterprise touchpoints and channels, and standardize the findings. The digital transformation that is underway throughout the world has ushered in a new era of omni-channel service. However, companies need to go much deeper.

CX 96

CX Artificial Intelligence Contact Center Touchpoint 96

SurveySensum

JUNE 13, 2021

Their strategy drills down to fine details as to how the customer would be served at each touchpoint — both online and offline. SurveySensum Text Analysis breaks down large chunks of textual data into easily understandable and recognizable patterns. Most startups and even large-scale organizations have a detailed CX strategy in place.

Social Listening 111

Social Listening CX Unstructured Data Social Media 111

Callminer

FEBRUARY 27, 2019

Direct VoC data alludes to any touchpoints along the client journey whereby the customer anticipates that the business is listening to them. Inferred feedback: This is input received from value-based, conduct and operational information related to the customer journey across different touchpoints.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

DMG Consulting

FEBRUARY 12, 2019

Interaction analytics, comprised of speech and text analytics, allows organizations to listen to customers and prospects across voice and digital channels to obtain a comprehensive understanding of their experience.

Contact Center 74

Contact Center AI Predictive Analytics Data Mining 74

SurveySensum

SEPTEMBER 11, 2024

Creating digital experiences at every touchpoint is just not enough. AI Text Analytics : Understanding your customer feedback is an integral part of CX strategy, use AI-enabled text analytics tools to analyze unstructured data and derive actionable insights. Now how to resolve these issues?

Predictive Analytics 52

Predictive Analytics AI Customer Experience Text Analytics 52

PeopleMetrics

JANUARY 24, 2022

Over the past few years, I have noticed 3 key trends that have shaped the work we do going forward: Massive investments in Artificial Intelligence (AI) – from text analytics to automated service recovery, the CX industry has embraced AI. But first, a quick perspective on the CX industry.

CX 90

CX Artificial Intelligence B2B Text Analytics 90

Lumoa

OCTOBER 15, 2023

Not only does it elevate your response and accuracy rates (oh, and here are a few extra ideas to boost those response rates even more), but it also provides a clearer picture of what’s happening at various customer touchpoints and segments of the customer experience. Lengthy surveys? They won’t cut it here.

Customer Feedback 78

Customer Feedback Text Analytics Hospitality Hospitality 78

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. To borrow a definition from Forrester , "The customer journey spans a variety of touchpoints by which the customer moves from awareness to engagement and purchase. How do I find your company?" "I

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

DMG Consulting

OCTOBER 17, 2019

DMG’s expanded coverage of the interaction (speech and text) analytics and customer journey analytics sectors underscores enterprises’ need for solutions to help them analyze customer interactions in their increasingly omni-channel environments and obtain a comprehensive view of what transpires between customers and organizations at all touchpoints.

Contact Center 48

Contact Center Text Analytics Touchpoint Innovation 48

Experience Investigators

APRIL 23, 2024

So investing in customer experience priorities is not just about improving individual touchpoints as they’re found, but rather about creating a cohesive, meaningful experience that fosters long-term customer relationships and drives business success.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Lumoa

SEPTEMBER 10, 2018

Asking for customer feedback in the right time and via the right channel will not only boost your response and accuracy rates ( here’re few extra ideas of how you can improve the response rates ), but also will help you to understand what’s going on in the different customer touchpoints and in the different segments of the customer experience.

Customer Feedback 68

Customer Feedback Text Analytics Close the Loop Hospitality 68

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. Moreover, their teams will help you with WHEN to launch WHICH survey at WHICH touchpoint.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) is the concept that all of the touchpoints between a business and its customers contribute to the customer's overall impression and emotional connection to the business. These cycles involve a few steps: Identifying a touchpoint or customer problem to study. Collecting customer feedback about that touchpoint.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

DMG Consulting

MARCH 1, 2019

ANALYTICS, AI, AND RPA. Enterprises need interaction analytics (speech and text analytics) to help them analyze customer conversations that take place in the contact center and, increasingly, other departments. Comments This field is for validation purposes and should be left unchanged.

AI 84

AI Artificial Intelligence Contact Center Machine Learning 84

SurveySensum

SEPTEMBER 16, 2024

The following are the key touchpoints to consider for launching your in-app NPS surveys: After Onboarding : Send a survey once users complete the onboarding process to gather feedback on their initial experience. To know which survey you should launch at which touchpoint, check out our blog on the CSAT vs NPS vs CES survey.

NPS 52

NPS Text Analytics Touchpoint Start-ups 52

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

SurveySensum

MARCH 3, 2022

Thematic is an AI-powered Text Analytics solution that analyses and extracts text from customer feedback. This voice of the customer tool evaluates the meaning of texts and classifies them into themes. Text Analytics for Robotic process automation. Text Analytics and Machine Learning.

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

SurveySensum

DECEMBER 4, 2024

Customer Experience (CX) Design: This is done to create a consistent, relevant, and meaningful experience at each business touchpoint. Doing so can help reduce waiting times, simplify the process, and ensure smooth interaction at every touchpoint. Use text analytics to understand common themes in customer comments.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

SurveySensum

AUGUST 21, 2024

This makes analyzing and having an accurate understanding of every touchpoint of your customer journey more important than ever. Now when it comes to improving your customer journey, you need to gain insights into each and every possible touchpoint and you can do that with SurveySensum’s robust and intuitive survey builder.

Touchpoint 52

Touchpoint Sentiment Analysis AI Actionable Insights 52

SurveySensum

SEPTEMBER 24, 2024

Limited touchpoints : With the “essential” plan you can add up to 5 unique touchpoints and with the “pro” one you can only add up to 7 unique touchpoints, limiting touchpoint analysis.

Sentiment Analysis 52

Sentiment Analysis Actionable Insights Touchpoint Non-Profits 52

SurveySensum

JULY 22, 2024

This feedback will help you pinpoint which touchpoints in the purchase process met the customer’s expectations and which touchpoints need improvement. Improve the different touchpoints in your customer journey by launching the right surveys at the right time with SurveySensum’s advanced survey builder.

Touchpoint 52

Touchpoint Text Analytics Actionable Insights Start-ups 52

SurveySensum

MARCH 20, 2024

For seasoned professionals, the tool comes with advanced features such as advanced text analytics software, analytical dashboards, cross-tab analysis, real-time ticketing system (for closed loop), ease of DIY, better visualization, and more. Its text analytics helps analyze comments and feedback from open-ended survey responses.

Customer Experience Management 52

Customer Experience Management CXM Customer Experience Text Analytics 52

Confirmit

NOVEMBER 15, 2020

Shortly afterwards, Louise implemented text analytics, enabling them to see, per customer journey stage, and customer type, how actions translate into customer experience.

CX 52

CX VOC Text Analytics Voice of the Customer 52

SurveySensum

DECEMBER 15, 2023

The Solution – Step-By-Step Process They were already sending surveys but only at certain touchpoints and this feedback did not help understand what was wrong in the process which resulted in customers dropping off. So, in order to understand this customer behavior better, they changed their survey strategy.

Text Analytics 52

Text Analytics NPS Customer Retention Customer Feedback 52

SurveySensum

JULY 2, 2024

A Detailed Overview of Best Customer Feedback Tools Customer Feedback Tools Features Free Trial Free Version Pricing G2 Rating SurveySensum End-to-end feedback management Robust text analytics Helps you with research product satisfaction or new concept testing Enables the teams to share and collect feedback in real-time.

Customer Feedback 52

Customer Feedback Sentiment Analysis NPS Text Analytics 52

SurveySensum

SEPTEMBER 18, 2024

This is what the Omnichannel Customer Experience is all about – a holistic approach where businesses put all their customer touchpoints – digital platforms, social media platforms, in-store locations, etc – into one seamless and consistent experience. Now, use this integrated data and make it accessible to all your channels.

Omnichannel 52

Omnichannel Customer Experience Social Media Touchpoint 52