Lumoa

APRIL 28, 2024

The work of support agents becomes more productive and the tool helps them to understand the customer’s history. Medallia ’s AI feature is called ‘ Ask Athena ‘ and uses machine learning to discover data trends such as sudden increases in negative customer feedback.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

SugarCRM

MAY 31, 2019

With the massive compute power of Amazon Web Services at our fingertips, big data collection and new technologies like machine learning and predictive analytics, we are clearly poised for a new era of CRM apps. It’s now Customer Experience Management, or simply CX. And the really fun part?

Predictive Analytics 34

Predictive Analytics CRM Machine Learning Innovation 34

SurveySensum

OCTOBER 17, 2023

It enables users to create detailed and customized reports. It supports predictive analytics, which can show you key trends and patterns. Pros Provides great analytical reports that can be easily shared Feedback forms are simple and quick to create Great customer support Cons Bit expensive.

Customer Feedback 52

Customer Feedback NPS Actionable Insights Sentiment Analysis 52

Zendesk

NOVEMBER 3, 2023

Generative AI uses machine learning (ML) algorithms to analyze large data sets. That means you can feed artificial intelligence a bunch of existing information on a topic, so it can learn and find patterns and structures. Benefits of generative AI Generative AI offers numerous advantages, especially for customer service teams.

AI 52

AI Machine Learning Artificial Intelligence ML 52

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience? Listen to your customers. Both groups of technologies can be utilized to make analytics more actionable. Why are your customers turning away from you?

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

SurveySensum

JANUARY 26, 2022

This has been pretty much the core reason for companies to drift more towards adopting an omnichannel experience for customers. Omnichannel is the new norm for businesses, and customer experience managers are starting to confirm that omnichannel offerings have become a major priority for them. .

Customer Experience 59

Customer Experience Contact Center Machine Learning Omnichannel 59

Sprinklr

OCTOBER 20, 2021

Your social suites strategy can easily become disconnected by data silos and point solutions, with different teams engaging with customers in different ways. Harness machine learning and AI to generate insights, enrich data, highlight anomalies, and recommend next actions. Fewer silos and dead ends.

Social Media 85

Social Media Unstructured Data CXM Social Listening 85