Uniphore

JANUARY 25, 2022

A blog post from Umesh Sachdev, CEO & Co-founder, Uniphore. Today’s emotional intelligence software operates in much the same way: analyzing nonverbal cues – like tone, voice quality and subtle facial expressions – to interpret emotional information. Video will be Preferred CX Platform. Ah, 2022, a new year. Not so fast.

AI 130

AI Artificial Intelligence Healthcare Legal 130

SurveySensum

MARCH 15, 2024

In this blog, I will list down the top 9 market research tools of 2024 that you can implement within your organization and achieve your market research goals. List of the Top 9 Market Research Tools and Software in 2024 1. Analyze Your Target Market with the CX Experts at SurveySensum! Well, it’s not.

Text Analytics 52

Text Analytics NPS Outlook CX 52

PeopleMetrics

SEPTEMBER 24, 2018

Market researchers usually reach out to a small sample of customers for feedback, then focus on aggregate results and trends. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. P.S. What did you think of this blog post? Sean holds a Ph.D.

VOC 226

VOC CEM Voice of the Customer Business Administration 226

Hodusoft

MARCH 21, 2024

In response to constant technological advancements and changing global trends, the BPO industry has evolved into a significant player in the global economy. HoduSoft offers HoduCC- Omnichannel CX Suite, designed to enhance BPO operations. HoduCC- Omnichannel CX Suite is one such innovative solution offered by HoduSoft.

Omnichannel 52

Omnichannel Contact Center Social Media Data Entry 52

Comm100

JUNE 15, 2022

In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game. What is a customer experience (CX) program? If your CX program is to be successful, you must be at the forefront of it and actively driving change.

Net Promoter Score 86

Net Promoter Score Customer Experience Customer Journey Map NPS 86

Fonolo

APRIL 11, 2023

In this blog, we’ll explore the best practices for call center queue management. Monitor queue analytics Call center managers can identify trends in call volume and wait times, and adjust staffing levels accordingly by monitoring queue analytics with queue management software.

Contact Center 81

Contact Center Social Media Social Listening Customer Satisfaction 81

Comm100

MARCH 6, 2024

This blog will take you through the key live chat advantages and disadvantages that you need to know if you’re considering adopting this solution. CX A live chat advantage that is often overlooked is the ability to provide a personalized customer service experience. This data can reveal common customer issues, preferences, and trends.

AI 90

AI Customer Service Sales Customer Satisfaction 90

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. Developing a world-class CX strategy is well worth the investment of your time! How do you design and manage a CX strategy? How do you design and manage a CX strategy? CX Management and High-Impact Customers.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. Types of Call Center Software. Be mindful of integrations.

Contact Center 140

Contact Center VOC Social Media AI 140

TeamSupport

AUGUST 26, 2020

In Part 1 of this blog series on how to use reports from your B2B customer support software solution to interpret key data and implement strategies as a result. That’s according to the Annual Digital Trends report by Econsultancy and Adobe. Experience Index: 2020 Digital Trends, 2019. Agent Ratings: So, how are we doing?

B2B 98

B2B Net Promoter Score NPS Customer Satisfaction 98

Lumoa

JANUARY 11, 2022

What Is an NPS Software? In simple words, NPS software is a tool, that helps businesses measure and track NPS results and get in-depth insights from customers. Reasons To Invest in an NPS Software Their perspective represents their sentiments regarding your brand, products, services, and business model. Promotoer.io

NPS 103

NPS Net Promoter Score Sentiment Analysis AI 103

Zendesk

MARCH 2, 2023

The retail industry is constantly evolving, and businesses and retailers need to stay on top of the latest trends. Retail’s Big Show brings together change-makers and leaders from around the globe to showcase the latest innovations and illuminate trends. It helps to have the complete customer context to build the best CX.

Retail 52

Retail Net Promoter Score Customer Loyalty Business Administration 52

Zendesk

AUGUST 4, 2021

Still, a new generation of enterprises was offering something that had already been revolutionizing tech: Software on demand, centrally hosted in the cloud and subscription-based. It’s also where novel ideas go to market – often executed as software. Why Cloud 100 startups are investing in CX. That’s fine.

Customer Service 98

Customer Service Social Media CX AI 98

Fonolo

MAY 10, 2018

Luckily, those seeking reliable sources for CX and CS-related topics can still rely on a special corner of the digital sphere, one which has made a comeback in recent months: Blogs. Her blog is a must-read for those keen on leadership in customer service, customer listening, and engagement. Intercom.com . On the agenda?

Customer Experience 113

Customer Experience Contact Center Innovation Omnichannel 113

Zonka Feedback

DECEMBER 26, 2023

Use AI survey software to create stunning surveys that are fit for each use case and industry. We have shortlisted the tools based on their AI features, the technology powering them, their standout feature powered by Artificial Intelligence, and who is the software best fit for. TL;DR Ditch boring surveys, embrace AI magic!

AI 52

AI Artificial Intelligence Sentiment Analysis Customer Feedback 52

CSAT.AI

AUGUST 12, 2021

Zendesk’s 2021 Customer Experience Trends Report reveals 75% of customers are willing to spend more on a brand that provides quality CX. Providing resolution efficiently is a part of good CX. Management software that tracks metrics over time, including Key Performance Indicators (KPI) , also reveals repeat issues.

Contact Center 98

Contact Center Social Media Customer Satisfaction Manufacturing 98

Fonolo

SEPTEMBER 4, 2018

Andrew Yang, founder of “Venture for America” (and a long-shot candidate for president in 2020) said “Google recently demonstrated software that can do the job of an average call center worker … that’s going to result in hundreds of thousands of jobs lost”. We’ll talk about: How AI Can be Used to Create Better CX.

AI 209

AI Contact Center Start-ups Innovation 209

SurveySensum

NOVEMBER 8, 2023

In today’s competitive­ and digital landscape, CX can either build or break a brand. A survey conducted by TELUS International revealed that 65% of customers anticipate­ some level of CX automation in their customer journey. In this blog, we are going to explore the hot topic of CX automation from A to Z.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

SurveySensum

AUGUST 3, 2023

Imagine you run a B2B marketing software company that provides innovative marketing solutions to small businesses. This is where B2B SaaS feedback software comes to the rescue! This is just one reason that highlights the importance of using feedback software. What is B2B SaaS feedback software?

B2B 52

B2B Text Analytics NPS Net Promoter Score 52

Zendesk

NOVEMBER 1, 2021

Meanwhile, customer experience (CX) teams work hard to provide great experiences at every single touchpoint, from discovery to purchase and beyond. Without knowing the difference between CS and CX, teams are at risk for stepping on each other’s toes, not knowing who’s responsible for what, and making poor hiring decisions.

Customer Experience 98

Customer Experience Net Promoter Score Touchpoint CRM 98

Lumoa

NOVEMBER 21, 2023

But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis. Let’s talk a bit more about how the use of AI tools transforms customer feedback analysis in the next part of this blog.

Customer Feedback 83

Customer Feedback AI Machine Learning Social Media 83

MattsenKumar

JULY 31, 2023

10 Ways to Deliver a Customer-Centric Experience in FinTech- In this blog post, we explore practical tips and strategies to help businesses deliver a genuinely customer-centric experience in FinTech that drives loyalty and growth. This information can be used to optimize call center operations and provide a better customer experience.

Social Media 52

Social Media Customer Feedback Customer Satisfaction Customer Relationship Management 52

Zendesk

APRIL 5, 2022

According to the Zendesk Customer Experience Trends Report 2022 , 73 percent of company leaders say there’s a direct link between their customer service and business performance. Since the start of the COVID-19 pandemic, customer service has increasingly become a significant business differentiator, according to our CX Trends Report.

Net Promoter Score 52

Net Promoter Score Education NPS B2B 52

SurveySensum

SEPTEMBER 15, 2023

We are going to answer them here in this blog along with the top 10 B2B service feedback tools. A B2B service feedback tool is software that collects and analyzes feedback from B2B customers. Integration Capabilities: Ensure the tool can seamlessly integrate with your existing systems and software.

B2B 52

B2B NPS Sentiment Analysis Text Analytics 52

MattsenKumar

SEPTEMBER 21, 2023

It transforms how the company interacts with its customers, delivers valuable insights, and improves CX. The blog post discusses how Speech Analytics is reshaping CX and why it is poised to be a future trend. It addresses common barriers and eventually increases the CX.

CX 52

CX Non-Profits Sentiment Analysis Artificial Intelligence 52

Execs In The Know

APRIL 13, 2023

In this blog post, we’ll take a closer look at what exactly friendly fraud is, how it happens, and why you should be especially aware of it as a CX leader in today’s digital world. This trend is anticipated to be fueled by the adoption of alternative payment methods such as digital wallets and Buy-Now-Pay-Later.

Machine Learning 98

Machine Learning Technology Technology Customer Satisfaction 98

SurveySensum

JULY 25, 2023

Imagine yourself as a marketing manager at a software company. That’s what we’re going to talk about in this blog – 7 common pitfalls to avoid while sending B2B surveys. Their CX team understood that these questions could reveal hidden pain points and innovative ideas from their customers.

B2B 52

B2B Text Analytics Customer Survey Customer Satisfaction 52

SurveySensum

SEPTEMBER 13, 2023

And in this blog, we will explore the top 10 manufacturing feedback tools that can redefine your interactions with clients. And once the survey responses start coming in, the tool centralizes the feedback, automates analysis using Text Analytics software , and provides detailed reports on a user-friendly dashboard. user/month 4.4 (5)

Manufacturing 52

Manufacturing B2B NPS Compliance 52

PeopleMetrics

DECEMBER 27, 2019

In this blog post, we are focusing on the internal help you will need. They can also tell you how long someone has been a customer, how much they pay for service each month, and their billing trend over time. A related department, procurement, may also get involved if you decide to go out to “bid” for VoC software and services.

VOC 82

VOC Legal CEM Pharmaceutical 82

Hodusoft

OCTOBER 14, 2022

5 Ways to leverage eCommerce Contact Center Software to improve CX. The blog explains the role of contact center software for e-commerce businesses and how its features can drive business success. How to leverage e-commerce contact center software features? trillion USD by 2026. Curious to know how you can do it?

Contact Center 52

Contact Center E-commerce Omnichannel CX 52

Beyond Philosophy

SEPTEMBER 15, 2015

He is the Head of Data Science (self-described as Chief Statistics Wonk) for Satmetrix , a company devoted to combining their software, data, and Customer Experience (CX) expertise to help organizations achieve Customer-Centricity. Simplicity is part of the reason that Netflix has fared better in NPS trends than cable companies.

Net Promoter Score 153

Net Promoter Score NPS CX Retail 153

PeopleMetrics

APRIL 9, 2018

Do you know any CX professionals who started out in market research? So why does the transition from market research to customer experience come so naturally to CX professionals? Well for one, we are all interested in trends in customer sentiment, and in pulling actionable insights from those trends. Convergence!

VOC 70

VOC CEM Close the Loop Business Administration 70

Fonolo

JANUARY 10, 2019

In this blog, you’ll find three of the most notable pros and cons of outsourcing a call center. Not only will you save money on hiring and training (as we wrote recently, employee turnover is extremely high in call center jobs), you’ll also save money on capital investments like new telephone systems and call center software.

Contact Center 103

Contact Center Artificial Intelligence Data Entry Social Media 103

SurveySensum

OCTOBER 17, 2023

This is why, in this blog, we will explore the top 15 customer feedback tools for NBFCs that you can use for your business to collect customer feedback and gauge customer loyalty and satisfaction. 5) Yes Yes End-to-end customer support (live chat, emails, blogs, etc.) How to Choose the Right NBFC Customer Feedback Tool?

Customer Feedback 52

Customer Feedback NPS Actionable Insights Sentiment Analysis 52

Zendesk

MARCH 22, 2021

Say the team recognizes that Zendesk needs more content showcasing the benefits of self-service software. Those team members will look for a customer who has had great success implementing Zendesk’s help desk software or chatbot technology. To find those sorts of examples, Hanna and her teammates use a few methods.

B2B 98

B2B Entertainment Start-ups B2C 98

PeopleMetrics

JULY 31, 2018

Almost any VoC software platform can easily analyze these data and create graphs to aggregate and compare the responses: Maybe 30% of respondents were very satisfied, 35% very dissatisfied, and so forth. Without it, CX professionals would be lost. All sophisticated VoC software platforms will have a text analytics module available.

Text Analytics 79

Text Analytics VOC Unstructured Data CEM 79

Intercom, Inc.

MARCH 11, 2021

From his background in software development and project management, Farhan learned how a data-driven approach is key when it comes to scaling your business – but for this to be effective, you need to keep your customer at the heart of everything you do. 3 B2C support trends and lessons learned. And I really loved it.

B2C 118

B2C B2B Social Media Start-ups 118