DMG Consulting

APRIL 14, 2023

Interaction Analytics: Listening in on the Omnichannel Customer Journey View this article on the publisher’s website. Interaction analytics (IA) literally listens to (or reads) the voice of the customer and interprets what they are saying (or writing) and how they feel about a company, product, or service.

Omnichannel 48

Omnichannel Sentiment Analysis Net Promoter Score Contact Center 48

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). That’s where customer experience platforms come in.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? How Executives Think of Customer Experience. Executives tend to think of customer experiences as something happening at the periphery of the company.

Customer Experience 67

Customer Experience Social Media Customer Experience Management Voice of the Customer 67

DMG Consulting

FEBRUARY 25, 2019

These applications are being pushed to the next level by more advanced AI-enabled technologies, like supervised, semi-supervised, and unsupervised machine learning and predictive analytics. As the pace of business has accelerated, the demand for real-time speech analytics has increased. Improvements in Speed and Accuracy.

AI 48

AI Text Analytics Predictive Analytics Machine Learning 48

DMG Consulting

APRIL 11, 2022

Answer: While surveying solutions have traditionally been utilized to collect, analyze and share solicited feedback regarding products, services and brand perception from customers and prospects, these applications can also capture and measure employee satisfaction.

VOE 48

VOE Artificial Intelligence Predictive Analytics VOC 48

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Confirmit

DECEMBER 25, 2018

Everyone in your team is working hard to improve the Customer Experience (CX). Why predictive analytics and Artificial Intelligence will help augment – but not replace – your human teams. - How to truly engage with your team members and support behavioral change that creates a customer centric culture. . -

Artificial Intelligence 40

Artificial Intelligence CX Predictive Analytics Voice of the Customer 40

Confirmit

DECEMBER 4, 2017

In this webinar Claire Sporton, VP Customer Experience, Confirmit and featured guest, Maxie Schmidt-Subramanian, Principal Analyst, Customer Experience, Forrester, defined the future of CX as we see it today, and provided pragmatic steps that CX practitioners should take in 2018 to achieve long-term goals.

CX 49

CX Predictive Analytics Voice of the Customer Start-ups 49

Aquire

OCTOBER 19, 2021

One thing to consider is, given the many different types of analytics (that we’ll see below), you’ll need buy-in from multiple teams and data from a range of disparate sources to complete the full picture. To do this, you can use the unified customer view that customer experience platforms offer. Diagnostic analytics.

Social Media 97

Social Media Net Promoter Score NPS Omnichannel 97

SurveySensum

MAY 2, 2024

In today’s customer-centric business environment, feedback isn’t just a bonus—it’s the lifeblood of success. From shaping product development to empowering employees, building trust, and boosting loyalty, a well-oiled closed feedback loop is the secret weapon that elevates customer experience to new heights.

Close the Loop 52

Close the Loop Customer Service Social Media Innovation 52

DMG Consulting

APRIL 16, 2019

Enterprises are leveraging interaction analytics to replace outdated methods (surveying, focus groups, etc.) of capturing feedback from customers. Interaction analytics has become an increasingly important source of data for customer journey mapping because it provides a multidimensional view of the customer experience.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48

Confirmit

DECEMBER 14, 2016

Customer experience has hit the mainstream and with 2017 just around the corner, it’s time to start thinking about what the next developments will be for CX professionals. Voice of the Customer Webinars. identified some of the future trends that will drive these best practices forward in 2017 and beyond.

Predictive Analytics 40

Predictive Analytics CX Structured Data VOC 40

Confirmit

FEBRUARY 6, 2018

In this webinar, Shelly Chandler, VP Customer Experience Consulting, Confirmit defined the future of CX as we see it today, and provided pragmatic steps that CX practitioners should take in 2018 to achieve long-term goals. How to harness AI and predictive analytics to drive CX efficiencies and business change.

CX 40

CX Predictive Analytics Voice of the Customer Start-ups 40

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

Confirmit

NOVEMBER 20, 2018

It was great to see so many customer-focused people together, all looking for ways to build better customer experiences. Our own Chris Brown, Senior Director of CX Consulting was there to share his view on the role of AI in enhancing the customer experience. Voice of the Customer Company Best Practices.

AI 40

AI Text Analytics Predictive Analytics NPS 40

DMG Consulting

SEPTEMBER 26, 2018

There is renewed interest in these solutions, which are incorporating artificial intelligence (AI) and machine learning to keep speech analytics up-to-date with the digital transformation. These advancements are fueling interest in speech analytics and accelerating sales of new and replacement solutions.

Contact Center 48

Contact Center Machine Learning Artificial Intelligence Text Analytics 48

Confirmit

JANUARY 8, 2018

Every headline and prediction seems sure that – for better or worse – the robots are coming. It’s true in the world of Customer Experience too. Voice of the Customer Best Practices. In this realm, AI is going to change everything, apparently.

AI 40

AI Artificial Intelligence Predictive Analytics Gaming 40

Beyond Philosophy

MAY 12, 2021

Could we face a big gap between what customers expect and what organizations are prepared to deliver when we emerge from this past year? . We invited Nancy Porte, Vice president of Global Customer Experience Verint and vice-chair of the Customer Experience Professional Association (CXPA) board, to discuss this research on a recent podcast.

Customer Expectations 88

Customer Expectations AI Machine Learning Technology 88

Qualtrics

FEBRUARY 26, 2019

But this approach is about more than just your financial bottom line, it can improve nearly every facet of your business, especially the Customer Experience. Dun & Bradstreet has long been a top player providing commercial data, analytics, and insights for businesses. That’s the behavioral aspect of analytics.

Non-Profits 37

Non-Profits Customer Experience B2C B2B 37

Qualtrics

NOVEMBER 18, 2020

Something needed to change, so we turned to Qualtrics,” explained Jason Bradshaw, Chief Customer and Marketing Officer at Volkswagen Group Australia. With the Qualtrics XM Platform in place, Volkswagen’s Accelerate to WOW program brought the voice of the customer to the forefront of the business. The business value of XM.

Predictive Analytics 32

Predictive Analytics Machine Learning Start-ups Contact Center 32

1 to 1

MAY 5, 2013

Welcome to 1to1 Media — a multimedia resource for CRM and Customer Experience Professionals. Customer Strategy Trends. Customer Champions. Customer Experience. Customer Loyalty. Customer Service. Customer Service. Customer Strategy. Data Analytics. Customer Loyalty.

Entertainment 42

Entertainment Sports Social Media CRM 42