PeopleMetrics

FEBRUARY 13, 2025

No matter how talented you are as a customer experience or market research professional, you need a team to build and sustain a world-class Voice of the Customer (VoC) program. If your company has a business intelligence (BI) or data analytics team, they can help connect the dots between VoC results and business outcomes.

VOC 109

VOC Legal AI Sentiment Analysis 109

PeopleMetrics

APRIL 15, 2015

Over the years, we''ve talked to many companies looking to outsource their Voice of the Customer software. So, if you need to find a new Voice of the Customer solution, this post is for you. Choose a vendor who cares about the experience your customers have with your company as much as you do.

Voice of the Customer 81

Voice of the Customer Net Promoter Score Text Analytics VOC 81

DMG Consulting

DECEMBER 7, 2021

Question: Should speech and text analytics be used outside the contact center? Answer: Speech and text analytics, known jointly as interaction analytics (IA), can and should be perceived, managed and applied in a way to benefit the entire enterprise and its customers. appeared first on DMG Consulting.

Text Analytics 77

Text Analytics Contact Center Legal Artificial Intelligence 77

Confirmit

JANUARY 15, 2020

When RS Components initiated a strategic Voice of the Customer (VoC) program with Confirmit, its aim was to regularly and consistently capture customer insight that it could use to improve the customer experience across the organization. Voice of the Customer Case Studies. The results?

Text Analytics 52

Text Analytics Net Promoter Score VOC Voice of the Customer 52

DMG Consulting

APRIL 16, 2019

Analytics-enabled quality management (AQM), capturing the voice of the customer, compliance management, and sharing/leveraging results from interaction (speech and text) analytics throughout the organization all have a quantifiable payback and provide significant customer, agent and enterprise benefits.

Text Analytics 115

Text Analytics Compliance VOC Contact Center 115

Confirmit

JUNE 27, 2017

In this webinar, Jason Bryce, Subject Matter Expert, Confirmit, and Holly DeMuro, Product Marketing Director, Confirmit, discussed: What is text analytics and what can you expect from implementing a text analytics program? What are the key benefits of applying text analytics?

Text Analytics 40

Text Analytics Voice of the Customer 40

SurveySensum

MARCH 26, 2025

But doesnt it sound similar to text analysis? Text Mining vs. Text Analytics Whats the Difference? Heres how text mining and text analytics are different from each other. For instance, companies use text analytics to monitor social media sentiment and adjust their marketing strategies accordingly.

Text Analytics 52

Text Analytics Social Media Sentiment Analysis Actionable Insights 52

Confirmit

JUNE 10, 2018

Open-ended survey responses and free-form text stored in business systems and on social media promise a wealth of insight into consumer opinions. Advances in technology have introduced text analytics as a means of automating and streamlining review, categorization, and the analysis of sentiment behind the text.

Text Analytics 40

Text Analytics Social Media Customer Experience Voice of the Customer 40

Confirmit

JUNE 10, 2018

Open-ended survey responses and free-form text stored in business systems and on social media promise a wealth of insight into consumer opinions. Advances in technology have introduced text analytics as a means of automating and streamlining review, categorization, and the analysis of sentiment behind the text.

Text Analytics 40

Text Analytics Social Media Customer Experience Voice of the Customer 40

SurveySensum

MARCH 3, 2022

11 best Voice of the Customer tools to listen to your customers effectively. Studies state that companies still find it difficult to stand out in the competition based on the customer experience they provide. As per Gartner Group, 89% of the companies still compete to stay on top in the minds of customers. .

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

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

Customer Service Life

NOVEMBER 10, 2022

In retrospect, there’s always a trail of clues but somehow we missed it or caught it long after many customers were impacted — only increasing the resulting backlash. As contact center professionals, we literally listen to the voice of the customer all day every day.

Contact Center 132

Contact Center Text Analytics Engineering Social Media 132

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

Callminer

JULY 15, 2019

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. In addition, a wide range of acoustics are in play to provide contextual accuracy.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

Lumoa

FEBRUARY 9, 2023

Customer-Centricity Customer centricity refers to customer-oriented culture in the company. The essentials include the shared targets, shared understanding, and the voice of the customer program implemented across the organization. After all, a satisfied customer is the best advertising you can have.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Confirmit

JANUARY 31, 2020

They are critical to determine customer intent, keep abreast of vital market trends, or get early warning of product or service issues. In this video, Ryan Denny of Bupa Global talks about the impact of text analytics on Bupa’s customer experience program. Voice of the Customer Videos.

Text Analytics 52

Text Analytics Unstructured Data Voice of the Customer CX 52

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

PeopleMetrics

MARCH 1, 2017

By the time they take a survey, they shouldn't have to note if they recently visited a branch, how long they've been a customer, or input demographic information. Good Voice of the Customer programs stop you from wasting time on collecting redundant information by tying preexisting customer data to their responses behind the scenes.

Customer Feedback 61

Customer Feedback Voice of the Customer Text Analytics Customer Experience 61

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. Customer Centricity Customer centricity refers to customer-oriented culture in the company.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Confirmit

JANUARY 23, 2020

In highlighting some of the more advanced elements of Computacenter’s program, Donna also talks about the role of text analytics within their approach. Computacenter has now reached an excellent 87% accuracy rate in their analytics of customer comments. Voice of the Customer Videos.

Text Analytics 52

Text Analytics CX Voice of the Customer Technology 52

DMG Consulting

FEBRUARY 25, 2019

The future of this process is analytics-enabled QM (AQM). Speech and text analytics are used to listen to/read customer interactions and provide feedback to the enterprise (general trends) and agents (what they do right and how to improve). Customer Journey Analytics: Speech Is Along for the Ride.

AI 48

AI Text Analytics Machine Learning Predictive Analytics 48

Gainsight

MAY 23, 2019

Bionic Reporting is a powerful and flexible reporting framework that makes it easy for admins to transform customer data sets on the fly and reduce the time and effort required to get insights into the hands of those who need it across the company. Coming Soon.

Text Analytics 75

Text Analytics Engineering Machine Learning Voice of the Customer 75

Lumoa

APRIL 4, 2023

When we set out to build Lumoa, we wanted to give everyone in every company the possibility to make the right decisions based on the voice of the customer. You have heard that by feeding customer feedback to GPT, it can tell you what your customers are talking about. We want to take it many steps further.

CX 15

CX Close the Loop Text Analytics Voice of the Customer 15

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? FINAL THOUGHTS.

Text Analytics 54

Text Analytics Contact Center Artificial Intelligence Machine Learning 54

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

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

PeopleMetrics

FEBRUARY 6, 2015

You''ve got your Voice of the Customer program in place. Your Client or Customer Advisory Board is humming along. You have built a discipline around customer journey mapping. You have the attention and support of leadership for customer experience improvement. The answer is likely right in front of you.

Voice of the Employee 85

Voice of the Employee Customer Experience Net Promoter Score Text Analytics 85

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

SEPTEMBER 11, 2017

They’re a repeat winner of the Confirmit ACE Awards , and this year they won in the Voice of the Employee category following the expansion of their program to look at employee feedback. Another area where Siemens is focused on innovation is text analytics. Voice of the Customer Best Practices.

Text Analytics 40

Text Analytics CX Social Media Voice of the Employee 40

Confirmit

SEPTEMBER 11, 2017

They’re a repeat winner of the Confirmit ACE Awards , and this year they won in the Voice of the Employee category following the expansion of their program to look at employee feedback. Another area where Siemens is focused on innovation is text analytics. Voice of the Customer Confirmit Blog.

Text Analytics 40

Text Analytics CX Social Media Voice of the Employee 40

Confirmit

JULY 10, 2017

One of my big successes in that role was the creation of our most advanced demo dashboard which incorporated web surveys, IVR surveys, voice-to-text, text analytics and action management in an end-to-end process. 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

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

DMG Consulting

MARCH 12, 2018

Answer: Contact centers of all sizes, including those with 10 – 250 seats, need management tools and analytics that provide transparency into the performance of their department, insights into the voice of the customer, and help to enhance employee engagement. This is where workforce optimization (WFO) suites fit in.

Contact Center 48

Contact Center Text Analytics VOC Social Media 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

Callminer

AUGUST 6, 2019

Speech/text analytics. Text analytics is used to scour textual interactions (e.g., Call center software should be paired with a good Voice of the Customer solution. “While this technology has proven popular with consumers, it’s still not a standard offering in call center systems.

Contact Center 140

Contact Center VOC Social Media Artificial Intelligence 140

DMG Consulting

SEPTEMBER 29, 2022

For example, how many voice-of-the-customer solutions do companies really need? Today, there are many types of surveying solutions available to capture explicit customer feedback. Many of the current systems and applications have a great deal of functional overlap.

Artificial Intelligence 62

Artificial Intelligence CX Contact Center Text Analytics 62

Confirmit

NOVEMBER 15, 2020

After just five months, Louise successfully launched the Voice of the Customer program and created its first-ever Customer Service Week, providing staff with training to help them learn about the new VoC tool, understand results and bring customer feedback to life. Voice of the Customer Best Practices.

CX 52

CX VOC Text Analytics Voice of the Customer 52