Futurelab

APRIL 4, 2023

As those who follow me know, I am quite passionate about Voice of the Customer (VOC) Programmes being set up correctly to drive action, engagement and ROI. Too many surveys, and not enough action or follow-up. The answer to both is quite simple – ONLY survey if you are planning to take action.

VOC 130

VOC NPS Predictive Analytics Actionable Insights 130

Totango

NOVEMBER 27, 2023

Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy. The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms. The report states that our platform offers “laudable flexibility.”

B2B 91

B2B ML CRM Customer Relationship Management 91

Lumoa

MARCH 12, 2023

When they do, it’s usually scattered across multiple platforms, seen by only one or two teams, and rarely has a big impact. One of the easiest (and smartest) ways to start is by implementing a customer experience platform. In This Article: What is a customer experience platform? A CX platform combines all of that.

Customer Experience 83

Customer Experience Customer Journey Map Sentiment Analysis NPS 83

Intercom, Inc.

NOVEMBER 3, 2021

We use the PagerDuty platform as our alert source, and its analytics features give us the information we need to break down alert frequency and response. Is the alert actionable? If the alert is not actionable and useful it should be removed. Is the information in the alert immediately useful even if not actionable?

Engineering 209

Engineering Start-ups Customer Experience 209

SurveySensum

MARCH 26, 2024

Well, the answer lies in gathering, analyzing, and taking action on customer feedback. Now, to effectively harness the power of customer feedback, you need a robust customer feedback tool to create surveys, gather and analyze thousands of feedback, and derive actionable insights from it. The paid subscription starts at $99 per month.

Text Analytics 52

Text Analytics Customer Feedback Actionable Insights Sentiment Analysis 52

SurveySensum

MARCH 26, 2024

Well, the answer lies in gathering, analyzing, and taking action on customer feedback. Now, to effectively harness the power of customer feedback, you need a robust customer feedback tool to create surveys, gather and analyze thousands of feedback, and derive actionable insights from it. The paid subscription starts at $99 per month.

Text Analytics 52

Text Analytics Customer Feedback Actionable Insights Sentiment Analysis 52

Lumoa

NOVEMBER 21, 2023

But it is one thing to claim that a business values customer feedback and another to sift out the actionable data. It can provide all the necessary ingredients for actionability. Apart from using human-like language, it helps bots to learn and improvise their responses based on their actions.

Customer Feedback 83

Customer Feedback AI Machine Learning Social Media 83

Totango

OCTOBER 18, 2023

Leader” in the Grid® Report for Customer Success Software and “Leader” in Grid® Report for Customer Data Platform are two of our favorites and clearly demonstrate our commitment to driving customer business results. Our aim has been to provide our team with far more visibility and actionability with respect to data, both internally (i.e.,

Customer Journey Map 101

Customer Journey Map Touchpoint Start-ups Business Growth 101

ECXO

JULY 4, 2023

Many organisations have invested in marketing platforms, for example. Moments that happen on the fly across different platforms are based on a catalyst that can arise at any time. The need to be ready to react to outside actions has never been more important than it is now. However, there is a niggling problem.

Gaming 124

Gaming Technology Technology Customer Experience 124

Lumoa

JANUARY 24, 2024

Transforming Analytics into Action Remember that the true value of text analytics in customer feedback can only be realized when it impacts decision-making and actions within a company. Large volumes of qualitative data turn into actionable insights. An organization that can act on feedback.

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

ClientSuccess

MAY 25, 2023

ClientSuccess launches SmartCS , its groundbreaking AI-driven solution designed to empower customer success managers and executives with data-driven insights, optimized workflows, prescriptive recommendations, and intelligent actions.

Net Promoter Score 81

Net Promoter Score AI Unstructured Data NPS 81

Sprinklr

OCTOBER 14, 2021

Digital and social platforms have transformed the way consumers interact with your brand and communicate their experiences and expectations. These reports, in turn, suggest actions your business should take next. When insight becomes action, value is created. Social listening dashboards turn insight into action.

Social Listening 129

Social Listening CXM Customer Experience Artificial Intelligence 129

Intercom, Inc.

JUNE 22, 2020

In-app messaging is a key component of a strong customer engagement strategy – one that reaches users at the right place, at the right time, and is consistent across platforms. Set up follow-up actions. When customers engage with a brand, they expect the same top-notch experience across both web and mobile platforms.

Start-ups 235

Start-ups Gaming Education Customer Retention 235

SurveySensum

FEBRUARY 28, 2024

They allow employees to share their thoughts openly and honestly without fear of repercussions, leading to more accurate insights and actionable feedback for improving the employee experience. Advanced reporting and robust analysis features are the backstage pass to turning feedback into actionable insights.

Start-ups 52

Start-ups Actionable Insights Construction Social Media 52

Totango

JULY 26, 2022

This is a tall order but with the right customer success platform, you can accomplish all of this and much more. Let’s take a look at a few ways a dynamic CS platform can help you do more with less. Empower CS Creators Across the Organization. Over time, they can make adjustments, iterate and learn faster from new versions.

NPS 111

NPS Sales Innovation Technology 111

SurveySensum

FEBRUARY 5, 2024

We’ll unveil 10 powerful strategies to unlock the chromatic potential of your platform, crafting experiences that delight your users and drive engagement and success. So, are you ready to unleash the magic of color and transform your platform into a vibrant oasis for your users? Successful SaaS platforms use color strategically.

Invoicing 52

Invoicing Customer Feedback Legal Net Promoter Score 52

SurveySensum

FEBRUARY 26, 2024

Pulse surveys provide insights into employee satisfaction levels, helping organizations identify factors that contribute to satisfaction or dissatisfaction and take corrective actions as needed. Ease of use : Choose a user-friendly platform that is intuitive and easy for both administrators and employees to navigate. The result?

Text Analytics 52

Text Analytics Close the Loop Actionable Insights Start-ups 52

Experience Investigators

FEBRUARY 20, 2024

And while any customer feedback program can add value to a customer experience strategy, the best ones create a swift cycle of turning listening into insights and action. AI has become a staple in major customer interaction platforms, from feedback mechanisms to customer relationship management systems (CRMs).

Voice of the Customer 98

Voice of the Customer VOC AI Sentiment Analysis 98

CommBox

JANUARY 28, 2024

Why Business Automation is Important For Customer Service Lowers operational costs and increases efficiency – an automated customer communication platform can send automatic messages and solve issues for multiple customers simultaneously 24/7 without the need for human intervention. chat, forms).

Customer Service 52

Customer Service Omnichannel Artificial Intelligence CRM 52

Totango

MARCH 29, 2022

Totango is a goals-based platform that includes solutions like a customer success platform, customer journey templates that uncover opportun ities in your customer lifecycles, cross-team collaboration, an intelligent customer data platform (CDP) and more. Real-time Visibility Allows for Proactive Actions.

NPS 93

NPS Customer Satisfaction Sales Touchpoint 93

Intercom

MARCH 7, 2024

Now, with recent tech advancements, support teams that adopt a complete AI-first platform can provide world-class customer experiences at phenomenal scale. A consolidated platform is far more beneficial and efficient than trying to pull data from multiple point solutions or managing separate parts of your process through specialist tools.

AI 59

AI Customer Service Engineering Voice of the Customer 59

Intercom, Inc.

JUNE 13, 2022

For example, you can segment your NPS® scores by region, product feedback by user persona, churn reasons by subscription type, and more – enabling you to better understand your customers and quickly take action based on their feedback. Manage Articles at scale with bulk actions. Satmetrix Systems, Inc., and Fred Reichheld.

Net Promoter Score 197

Net Promoter Score NPS Omnichannel Government 197

Totango

NOVEMBER 8, 2023

Pendo is a product experience platform that combines powerful software usage analytics with in-app guidance and user feedback capabilities, enabling even non-technical teams to deliver better product experiences to their customers or employees. What is Pendo? What is Mixpanel?

Finance 91

Finance Customer Retention Sales Technology 91

TeamSupport

JULY 20, 2023

This seamless integration enables support agents to work in their preferred platform, while engineering does the same - while all necessary information is passed between the systems. This allows agents to effortlessly navigate between the two platforms and eliminates the need for toggling back and forth.

Customer Satisfaction 98

Customer Satisfaction Innovation Engineering Customer Service 98

Totango

MAY 5, 2021

It is important that companies collect this valuable voice of customer data , and then use it to best leverage results into effective action. . Following-up with detractors to solve their dissatisfaction and establish an action plan based on their business goals and monitored feature usage.

Net Promoter Score 118

Net Promoter Score Customer Experience NPS Education 118

SurveySensum

APRIL 1, 2024

As we’ve explored the profound impact that trust can have on a brand’s reputation and its organic growth potential, let’s move on to the actionable strategies that can establish this trust. A startup’s message and visual identity should align across all platforms to create a cohesive brand image.

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

Zonka Feedback

SEPTEMBER 18, 2023

InMoment is a popular customer experience platform that helps brands continuously improve their experiences with their comprehensive analytics and prescriptive actions.

Customer Experience 59

Customer Experience 59

Totango

MAY 24, 2022

Customer relationship management software is great for sales, but it isn’t a substitute for a customer success platform. Integration of data between CRM apps and other apps, such as marketing platforms. How Does a CRM Differ from a CS Platform? What Are the Benefits of Using a Customer Success Platform? What is a CRM?

CRM 89

CRM Customer Relationship Management Customer Relationship Sales 89

Zendesk

NOVEMBER 29, 2022

Key features include items like a low code/no code platform that allows for visual bot design flow and testing without developer training, a visual dialogue builder, 24/7 personalized support, channel integrations available for leading customer experience solutions, data systems, and more. Support Change Assistant.

Finance 98

Finance AI VOC Construction 98

SurveySensum

FEBRUARY 14, 2024

Having the right tool is essential as it enables effective collection and utilization of employee feedback, turning it into actionable insights for exceptional employee experience that directly impacts business growth. And a right employee feedback tool is a must to gather, analyze, and take action on this feedback.

Close the Loop 52

Close the Loop Start-ups Text Analytics Outlook 52

Zonka Feedback

SEPTEMBER 27, 2023

Delighted is a popular self-serve experience management platform that enables businesses to gather actionable customer, product, and employee feedback.

Customer Feedback 59

Customer Feedback 59

Customer Think

AUGUST 23, 2021

Gamification involves applying game mechanics, as easy as challenges, bingo cards, memory games, scratch-off, or spin-to-win, to marketing-driven outcomes such as visiting a website, watching a video, or interacting on a platform. In my article titled Actionable […].

Gaming 130

Gaming Customer Loyalty 130

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs. Then we’ll consider what to look for in an engagement platform.

Artificial Intelligence 103

Artificial Intelligence Social Media Sales Customer Service Sales 103

ECXO

JULY 26, 2023

CX pioneers boost their capabilities by investing in customer data platforms (CDPs) to give them a unified, 360-degree view of customers – across devices, channels, location, culture and time. You’re already collecting masses of data to give you actionable real-time insights. This year is no different. Start where you are.

Predictive Analytics 98

Predictive Analytics Education Touchpoint CX 98

Totango

SEPTEMBER 6, 2022

Essentials include a performance review, a performance comparison with the customers’ previous goals, an analysis of closing performance gaps, and an action plan for achieving desired results, including measurable KPIs. End with a clear action plan looking forward to your next steps.

Technology 105

Technology Technology Customer Retention Customer Satisfaction 105

Lumoa

DECEMBER 15, 2022

It allows you to identify gaps in customer satisfaction and take corrective actions. To use VoC correctly, you need to listen and identify customer needs, then take action and repeat. Lumoa is a feedback analytics platform that lets you look at customer data in real-time so you can make better decisions for your business.

VOC 94

VOC Social Media Close the Loop Customer Feedback 94

SurveySensum

OCTOBER 10, 2023

Delighted is a customer feedback platform that helps businesses gather, track, and analyze thousands of actionable customer, product, and employee feedback. It also offers tagging and segmenting of feedback for actionable insights. Unable to Respond to Feedback Directly The end goal for collecting feedback is to take action.

Actionable Insights 52

Actionable Insights Start-ups NPS Customer Feedback 52