Lumoa

JANUARY 23, 2018

This situation is where automated text analytics is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic. Text analytics helps in understanding the feedback. Careful and well implemented text analytics can easily reveal dozens of improvement ideas.

Text Analytics 121

Text Analytics Sentiment Analysis NPS Net Promoter Score 121

Lumoa

JANUARY 8, 2024

And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI). AI tools are changing the way we analyze customer feedback.

Sentiment Analysis 157

Sentiment Analysis Text Analytics Machine Learning ML 157

PeopleMetrics

JULY 31, 2018

Enter text analytics. No matter how you are listening to customers (solicited, unsolicited, verified, observed), the data you will ultimately collect will be one of two types: structured or unstructured. Structured Feedback. Unstructured Feedback. Machines (Text Analytics).

Text Analytics 79

Text Analytics VOC Unstructured Data CEM 79

SurveySensum

MARCH 3, 2022

You may find it easy to collect data manually from a hundred customers. But what about collecting data from the customer feedback is in thousands? Managing that data can be a real hassle. There is no point in capturing customer feedback if you are not going to take any action on it. .

Voice of the Customer 52

Voice of the Customer Sentiment Analysis VOC Close the Loop 52

VOZIQ

APRIL 21, 2022

This information includes customer data captured from contact center agent notes, surveys, emails, chats, and web forms. Traditional customer retention strategies only use structured data because it’s easier for their models to understand and be trained with. It lets you know why your customers may leave you.

Unstructured Data 52

Unstructured Data Contact Center Text Analytics Customer Retention 52

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Actionability is also, as we believe, one of the essential aspects of customer experience management. Long-term actions are based on the analytics results of the customer feedback.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114