ClientSuccess

MAY 25, 2023

Leveraging SmartCS, the Weekly Pulse Summary feature presents real-time feedback on customer health by summarizing the top 5 things that are going well and the top 5 areas of improvement for customers with issues.

Net Promoter Score 81

Net Promoter Score AI Unstructured Data NPS 81

CX Accelerator

OCTOBER 9, 2018

Breaking free from survey mentality with unstructured customer feedback. It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. Consumers are not as likely to fill out surveys as they once were. Exciting times for CX professionals!!

VOC 160

VOC Unstructured Data Close the Loop Social Media 160

Intercom, Inc.

SEPTEMBER 9, 2022

Here are some of our favorite takeaways from the conversation: Neural networks have made significant headway in the past five years, and they’re now the best way to deal with unstructured data such as text, images, or sound at scale. Fergal Reid: Yeah, I think that that’s a fair assumption. The capabilities landscape has changed.

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

Execs In The Know

DECEMBER 6, 2021

Additionally, identify common or key topics of interest across the two sets of feedback (from employees and customers) and incorporate this intelligence within your analytics. #2: Understand what the most impactful irritants are for customers and employees and fix those first. 2: Uncover Key Irritants.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

Additionally, identify common or key topics of interest across the two sets of feedback (from employees and customers) and incorporate this intelligence within your analytics. #2: Understand what the most impactful irritants are for customers and employees and fix those first. 2: Uncover Key Irritants.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Qualtrics

FEBRUARY 10, 2020

And we don’t expect it to slow down this year, in fact we expect the pace of innovation to accelerate. ICYMI: here’s a quick recap of the 2019 updates that made it easier than ever to listen, understand, and act on solicited and unsolicited customer feedback. Listen - hear and understand EVERY customer, at EVERY touchpoint.

CX 58

CX Close the Loop Unstructured Data Social Media 58

Qualtrics

DECEMBER 12, 2019

Picture a future where you’re able to move beyond legacy data measurement to an experience-centered culture, where taking action to improve experiences is simple, intuitive, and happening every day in every department across your organization. That future is here.

Unstructured Data 20

Unstructured Data Government Machine Learning Compliance 20