SurveySensum

FEBRUARY 17, 2025

In simple terms, text analytics tools leverage machine learning, NLP, and other AI capabilities to break down unstructured data from customer feedback, online reviews, customer support chat, etc. It is widely used in academic research, social sciences, market research, and business intelligence to process text-based data.

Text Analytics 52

Text Analytics Sentiment Analysis Social Media Machine Learning 52

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. While basic data analytics with spreadsheets can give some shallow insights, SurveySensum Text Analysis harnesses data from multiple sources such as chatbots, surveys, in-apps, emails, etc.,

Social Listening 111

Social Listening CX Unstructured Data Social Media 111

DMG Consulting

JULY 16, 2019

Answer: Customer journey mapping provides enterprises with a visual representation of the touchpoints that prospects or customers traverse when interacting with their organization, from the first touch through the last. Question: What’s the difference between customer journey mapping and customer journey analytics?

Customer Journey Map 67

Customer Journey Map Unstructured Data Social Media Contact Center 67

Lumoa

OCTOBER 31, 2021

The combination of Forsta and Lumoa takes feedback one step further by applying AI to unstructured data and removing the need for manual analysis. Lumoa’s easy to use customer insight platform solves the challenges that companies face when processing thousands of customer responses they receive every day from different touchpoints.

VOE 78

VOE VOC Unstructured Data Artificial Intelligence 78

Zendesk

DECEMBER 7, 2021

Companies are increasingly leaning on artificial intelligence (AI) to automatically collect and organize customer data at each touchpoint so they can deliver better experiences. Here’s how AI can improve the customer experience at specific touchpoints and, in turn, boost your bottom line. We’ve got a few ideas.

AI 97

AI Customer Experience Artificial Intelligence Machine Learning 97

CX Journey

JULY 10, 2014

Analysis takes many forms because there will be many different types of data to make sense of. You''ll need a way to crosstab, predict, identify key drivers, and prioritize improvements with survey data; mine and analyze your unstructured data; and track, review, and prioritize social media inputs and influencers.

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

Customer Experience Matrix

OCTOBER 29, 2017

Its architecture spans what I usually call the data, decision, and delivery layers, although Flytxt uses different language. Real-time programs are connected to touchpoints such as Web site. The intelligence (decision) layer provides rules, recommendations, visualization, packaged and custom analytics, and reporting.

Unstructured Data 84

Unstructured Data Machine Learning Manufacturing Touchpoint 84

SurveySensum

JULY 12, 2019

The real problem is understanding what customer want and expect from the business by identifying the customer journey at different touchpoints, especially for growing organizations. Future is demanding and present era is flooded with unstructured data from various online or offline sources!

Customer Retention 68

Customer Retention Customer Experience Management Unstructured Data Customer Experience 68

InteractionMetrics

JANUARY 31, 2025

Their in-depth analysis of unstructured data and verbatim feedback provides valuable insights. They use data collected to measure satisfaction levels, identify customer needs, and evaluate key touchpoints in the customer journey. Like Interaction Metrics, they also use practices proven to improve survey response rates.

Customer Satisfaction 52

Customer Satisfaction Social Media Mystery Shopping Net Promoter Score 52

SurveySensum

DECEMBER 24, 2024

SurveySparrow SurveySparrow is an all-in-one platform that optimizes all the touchpoints in a customers journey with intelligent features and an omnichannel experience. Analyze customer sentiments and extract actionable insights from unstructured data with SurveySensums AI-enabled text and sentiment analysis!

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

SurveySensum

FEBRUARY 24, 2025

Both Work With Unstructured Data : Both text and sentiment analysis deals with unstructured customer data and feedback, such as texts, emails, surveys, social media conversations, online reviews, etc. Heres how they overlap. Heres a step-by-step guide to integrating text and sentiment analysis into your CX strategy.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Machine Learning 52

SurveySensum

SEPTEMBER 11, 2024

Creating digital experiences at every touchpoint is just not enough. You need to also integrate data, personalization, convenience, omnichannel experience, and many more new trends to make it wholesome. So, let’s see what your customers are demanding and how to meet and exceed them. Now how to resolve these issues?

Predictive Analytics 52

Predictive Analytics AI Customer Experience Text Analytics 52

Lumoa

APRIL 18, 2023

An analytics tool enables you to find the pain points across all of your customer touchpoints, both pre- and post-sale. Customer experience has been considered a differentiator for years—but it’s been hard to execute on CX improvement opportunities because of siloed and unstructured data. When do errors occur in product use?

Customer Experience 78

Customer Experience CX Net Promoter Score Unstructured Data 78

SurveySensum

OCTOBER 4, 2024

This shows that customers are engaging with brands across multiple channels – email, social media, in-person interactions, etc – making it crucial to gather feedback from all these channels across multiple touchpoints. This enables businesses to gain a comprehensive overview of customer experience.

Unstructured Data 52

Unstructured Data Social Media Omnichannel Close the Loop 52

Ameyo Callversations

APRIL 21, 2022

This is driven by the customer’s need for a more personalized experience and businesses’ understanding that customer support is a crucial touchpoint for building brand loyalty. It creates a more personal touchpoint with the customer, builds trust and credibility, and can help to increase customer satisfaction and loyalty.

Contact Center 52

Contact Center Technology Technology Unstructured Data 52

Qualtrics

FEBRUARY 10, 2020

Listen - hear and understand EVERY customer, at EVERY touchpoint. Similarly, our new integration with Adobe Launch makes it easy to launch feedback requests across your entire digital ecosystem, and see the data in real-time alongside all your customer data. Voice, analyzed.

CX 58

CX Close the Loop Unstructured Data Social Media 58

VOZIQ

OCTOBER 19, 2022

Data fuels a customer retention program. Customer data collected from various touchpoints is key to deciphering customer behavior and implementing effective retention strategies by improving customer experience and engagement. times more likely to retain customers. customers canceled in the past).

Customer Retention 40

Customer Retention Predictive Analytics Unstructured Data Touchpoint 40

VOZIQ

OCTOBER 19, 2022

Data fuels a customer retention program. Customer data collected from various touchpoints is key to deciphering customer behavior and implementing effective retention strategies by improving customer experience and engagement. times more likely to retain customers. customers canceled in the past).

Customer Retention 40

Customer Retention Predictive Analytics Unstructured Data Touchpoint 40

Execs In The Know

DECEMBER 6, 2021

It’s literally a frontline touchpoint that impacts the bottom line of an organization. Use surveys, agent notes (unstructured data), and one-on-ones with frontline managers to identify what broken processes or poor technologies agents are dealing with day after day that are never fixed. 2: Uncover Key Irritants.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

It’s literally a frontline touchpoint that impacts the bottom line of an organization. Use surveys, agent notes (unstructured data), and one-on-ones with frontline managers to identify what broken processes or poor technologies agents are dealing with day after day that are never fixed. 2: Uncover Key Irritants.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

VOZIQ

FEBRUARY 25, 2022

When the traditional customer retention model doesn’t operate as a whole, retention activities become fragmented across different channels and functions, making it challenging to leverage customer data from multiple touchpoints.

Structured Data 40

Structured Data Unstructured Data ML Customer Retention 40

SurveySensum

SEPTEMBER 5, 2024

Capture feedback with journey-based surveys launched across different touchpoints in a customer journey, instead of launching it randomly, and make sure you are launching the right type of survey at the right time.

Close the Loop 52

Close the Loop Customer Experience Omnichannel Machine Learning 52

InteractionMetrics

MAY 28, 2019

Segment your data and code unstructured data—the point is to uncover themes! This is crucial because experiences are comprised of multiple touchpoints and personas. Standard #5: Find the Story in the Data! Make sure you can drill down and filter your results by key elements e.g., product, touchpoint, or associate.

Mystery Shopping 40

Mystery Shopping Double-Barreled Question Unstructured Data Non-Profits 40

Gainsight

APRIL 8, 2019

What’s more, is that all of that data comes in different formats: Type of Data. High-volume streaming data. Usage data on how your customers use your product. Batch data. Data from Support tickets your customers have opened. Unstructured data. Semi-structured data. Structured data.

Technology 45

Technology Technology Structured Data Unstructured Data 45

SurveySensum

MARCH 3, 2022

A VOC tool is software that allows you to collect feedback and generate in-depth analysis reports from unstructured data. The ultimate aim of using it is to derive insights, make data-driven business decisions, and create exceptional customer experiences. . Collect feedback and generate insights from every touchpoint and text.

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

Confirmit

APRIL 29, 2019

Try using unstructured data to capture feedback without having to ask for it at every touchpoint. You will likely find overlap, listening but no action, and gaps in your listening efforts. Also remember that with every survey you are putting miles on your customers and wearing them out.

CX 40

CX Unstructured Data VOC NPS 40

1 to 1

AUGUST 30, 2021

Conversational intelligence According to Forrester, conversational intelligence tools, like speech & text analytics and other voice-of-customer technology, “use natural language processing to capture unstructured data from remote spoken conversations between sellers and buyers.

B2B 29

B2B Sales Unstructured Data Text Analytics 29

InteractionMetrics

JUNE 17, 2015

That’s because the best surveys are customized for your customers, your company and the specific touchpoints you are testing. There’s so much to cover with surveys, and it can take hundreds of hours to do even a simple survey well.

Customer Satisfaction 53

Customer Satisfaction Net Promoter Score NPS Touchpoint 53

InteractionMetrics

OCTOBER 16, 2023

Note that often CX is defined ONLY as the touchpoints a customer has with a company. Measure to test your hypothesis (Even your unstructured data like reviews, conversations, and answers to open-ended text questions can be quantified.) Analyze the data, teasing out correlations and causation if possible. Interviews?

Customer Experience 52

Customer Experience Net Promoter Score Retail CX 52

Sprinklr

JULY 22, 2021

Meanwhile, new channels are popping up all the time, and the volume of unstructured data from these sources continues to grow and grow. Point solution chaos: Different point solutions for different customer touchpoints create siloed feedback, disjointed insights, and less synergy between teams.

Unstructured Data 98

Unstructured Data Social Media Artificial Intelligence Actionable Insights 98

VOZIQ

NOVEMBER 13, 2022

This unstructured data is the voice of the customer and holds the key to unlocking complex customer behaviors and needs. Using data collected from every customer touchpoint and channel, predictive modeling helps you anticipate customer intent better. Predictive Modeling.

AI 52

AI Unstructured Data Customer Retention Machine Learning 52

PeopleMetrics

JANUARY 29, 2025

VoC : Operational, two-way communication that gathers real-time feedback from all customers, enabling companies to act on individual concerns while improving processes at touchpoints. Operational Execution: CX professionals translate strategic insights into practical improvements at touchpoints.

VOC 116

VOC AI E-commerce Unstructured Data 116

SurveySensum

JANUARY 13, 2025

Omnichannel feedback involves collecting customer opinions from every touchpoint online, in-store, mobile apps, or during support experiences. Its all about creating a connected system where feedback from all touchpoints comes together, giving you a clear, 360-degree view of your customers experience.

Omnichannel 52

Omnichannel Social Media Sentiment Analysis Touchpoint 52

SurveySensum

NOVEMBER 26, 2024

What is Medallia – Platform Overview Medallia is an experience management platform that uses experience data points called signals to help drive growth. This AI-enabled experience management solution helps you identify top customer sentiments from unstructured data with its text analysis and gives you actionable insights.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Machine Learning AI 52

Confirmit

MAY 29, 2018

Measure your customers’ satisfaction at different touchpoints across the customer journey, and across your various products and/or services. Analyze: Perform advanced analysis of the feedback, including structured and unstructured data, so you can improve business results and create a clear view of issues you need to address.

Voice of the Customer 40

Voice of the Customer VOC Customer Journey Map Net Promoter Score 40