Intercom, Inc.

FEBRUARY 13, 2020

. “So we’ve seen companies who have basically re-centralized their data into cloud data warehouses, and that is the source of truth. It’s a system of record, and they’re marrying together both the unstructured data and the structured data to do really interesting marketing.”.

Unstructured Data 181

Unstructured Data Omnichannel Structured Data Machine Learning 181

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

SurveySensum

OCTOBER 19, 2023

And even the customers started showing dissatisfaction. So, to address this crisis, you decided to conduct a product survey, with the help of an efficient product feedback platform, to understand your customers’ experiences and reasons for declining sales and dissatisfaction with your smartphone. There you go!

Customer Satisfaction 52

Customer Satisfaction Structured Data Social Media Start-ups 52

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. We’ll also look at the integration of unstructured and structured data to bring insights to life to inspire employees.

Predictive Analytics 40

Predictive Analytics CX Structured Data VOC 40

DMG Consulting

FEBRUARY 25, 2019

Leading organizations are combining self-service with live agent support to pre-engineer effortless service experiences. Speech and text analytics provide essential input into the CJA process by capturing spoken and written conversations and converting them into structured data for analysis.

AI 48

AI Text Analytics Predictive Analytics Machine Learning 48

DMG Consulting

OCTOBER 18, 2017

Currently, there are two categories of speech analytics vendors in the market: a large group of competitors who sell basic applications that focus on identifying key words and phrases, and a smaller set of feature-rich solution providers who offer extensive business intelligence platforms that provide enterprise-level data.

Text Analytics 48

Text Analytics Contact Center Artificial Intelligence Structured Data 48

PeopleMetrics

JULY 31, 2018

The question then becomes this: how do we make sense out of these unstructured comments from customers? Unlike structured data, which are easy to display graphically or in tables, each piece of unstructured data is different—unique to each customer who took the time to provide it.

Text Analytics 79

Text Analytics VOC Unstructured Data CEM 79

SurveySensum

MARCH 3, 2022

Studies state that companies still find it difficult to stand out in the competition based on the customer experience they provide. As per Gartner Group, 89% of the companies still compete to stay on top in the minds of customers. . VOC tools help you listen and comprehend the customer expectations, opinions, and feedback.

Voice of the Customer 52

Voice of the Customer Sentiment Analysis VOC Close the Loop 52

Lumoa

JANUARY 23, 2018

Text analytics includes a set of techniques that structure information arriving in text format— in this case, free text customer feedback. The purpose is to convert unstructured text into meaningful structured data to support business analysis and decision making. Do you see what drives customer experience?

Text Analytics 121

Text Analytics Sentiment Analysis NPS Net Promoter Score 121

Execs In The Know

APRIL 12, 2024

Get rich insights by mining every word of every conversation to deeply understand why customers are contacting you, how each call was resolved, and where you need to improve, automate, or enhance your customer experience. The right generative AI transcription + summary solution does exactly that.

AI 52

AI Contact Center Structured Data Artificial Intelligence 52

Zendesk

FEBRUARY 10, 2022

When it comes to optimizing the customer experience (CX) , your work is never really done. Customers who describe a company’s CX as “good” are 37% more likely to recommend it to others. While providing flawless customer experiences is a tall order, companies can set themselves apart by continually refining their CX.

Customer Experience 98

Customer Experience Unstructured Data Customer Journey Map Net Promoter Score 98

Lumoa

JUNE 26, 2023

In fact, several companies, ranging from media to finance, are already investing in an omnichannel customer experience to boost their sales and revenue. You can also achieve similar figures by building an omnichannel customer experience tailor-made for your business. Focus on customer support 6.

Omnichannel 83

Omnichannel Net Promoter Score Customer Experience Social Media 83

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

Intercom, Inc.

OCTOBER 13, 2022

For the past year, our product and engineering teams have been building game-changing features that will help you manage inbound support volume, make your work faster and easier, provide a high-quality customer experience, and help your customers get the most out of your product. The third is bot setup and management.

Start-ups 118

Start-ups Machine Learning Engineering Customer Satisfaction 118

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

VOZIQ

FEBRUARY 25, 2022

To overcome this challenge, business leaders must ensure that customer retention functions as one solution comprising a combination of skills and resources, and campaign management, monitoring, and measurement, all governed from a single point. Most importantly, the relevant customer experience and retention departments must work together.

Structured Data 40

Structured Data Unstructured Data Customer Retention ML 40

Taylor Reach Group

SEPTEMBER 29, 2020

CCaaS is a software deployment model that delivers all facets of the customer experience through vertical integration of its best features. Third, your CRM should provide enhanced data reporting and retrieval through automated-surfacing of insights and an optimized data storage and retrieval structure.

Contact Center 85

Contact Center Artificial Intelligence CRM Net Promoter Score 85

Steven Van Belleghem

MAY 19, 2020

That will be a big part of the future of work and building a fantastic customer experience too. Customers will only choose for face-2-face banking on moments of truth/life. We’ve had to find new ways of managing people and working, new ways of staying connected and new ways of navigating the customer experience process itself.

Contact Center 52

Contact Center Start-ups E-commerce Innovation 52

Comm100

AUGUST 21, 2018

A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience. Customer Service KPIs for Agents and Bots. Free Download] Chatbot Success: How to Save Time, Money & Effort in Customer Interactions.

Mystery Shopping 40

Mystery Shopping Mystery Shopper Net Promoter Score Customer Service 40

Comm100

AUGUST 21, 2018

A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience. Customer Service KPIs for Agents and Bots. Free Download] Chatbot Success: How to Save Time, Money & Effort in Customer Interactions.

Mystery Shopping 40

Mystery Shopping Mystery Shopper Net Promoter Score Customer Service 40