Confirmit

JUNE 10, 2018

Advances in technology have introduced text analytics as a means of automating and streamlining review, categorization, and the analysis of sentiment behind the text. They’ll answer questions like: What are the real benefits of text analytics? But, help is at hand.

Text Analytics 40

Text Analytics Social Media Customer Experience Voice of the Customer 40

Experience Investigators

APRIL 23, 2024

CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it. This may sound contradictory for a CX professional to say.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

DMG Consulting

NOVEMBER 30, 2023

AI + IA = Great CX By Donna Fluss View this article on the publisher’s website. Never mind the technology’s tremendous future potential, AI is enabling advancements now, and a great example is interaction analytics (IA), also known as speech and text analytics. Like what you’re reading?

AI 48

AI CX Contact Center Artificial Intelligence 48

DMG Consulting

SEPTEMBER 29, 2022

How Artificial Intelligence Is Transforming CX. In the past three years, AI has progressed from a concept with great potential to a practical set of technologies that are being used to reinvent the underpinnings of every contact center system and application. September, 2022 By Donna Fluss.

Artificial Intelligence 62

Artificial Intelligence CX Contact Center Text Analytics 62

SurveySensum

MAY 31, 2024

“60% of CX Leaders Expect AI to Have ‘transformative’ or ‘significant’ impact.” With so many leaders betting big on AI, it is certain that this technology is all set to disrupt the CX landscape. What is an AI customer experience (CX)? Here’s where you utilize AI for CX yet again.

AI 52

AI CX Customer Experience Sentiment Analysis 52

Confirmit

DECEMBER 12, 2018

A couple of weeks back, we headed to sunny Stockholm to chat all things Customer Experience alongside other CX aficionados at the CX Transformation: Nordics event. The event brought together speakers from the likes of Sky, Uber and of course Confirmit, to discuss the transforming CX horizon.

CX Transformation 49

CX Transformation Technology Technology CX 49

Lumoa

APRIL 18, 2023

CX Survey Sample Your customers and prospects are constantly giving you data: Social media posts, sales calls , product usage patterns, emails, support tickets, product review pages, and so on. Your technology segment may be willing to spend more money for additional customizations, whereas other segments aren’t interested.

Customer Experience 83

Customer Experience CX Net Promoter Score Unstructured Data 83

CX Journey

MARCH 21, 2018

After all, none of that work or technology is free! I thought I'd capture some of the items that you should be sure to include in your CX budget. Be sure to factor the following into your budget: Survey design and associated costs (not technology): these might be allocated under 3. Here's what I've come up with, so far.

CX 108

CX VOE Customer Journey Map Text Analytics 108

SurveySensum

NOVEMBER 8, 2023

In today’s competitive­ and digital landscape, CX can either build or break a brand. A survey conducted by TELUS International revealed that 65% of customers anticipate­ some level of CX automation in their customer journey. In this blog, we are going to explore the hot topic of CX automation from A to Z.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

Confirmit

JANUARY 23, 2020

They advise organizations on IT strategy, implement the most appropriate technology, optimize its performance, and manage customers’ infrastructures. She talks about the importance of not only having a vision for CX, but of using a phased approach with clear control and measurement to achieve that vision in stages.

Text Analytics 52

Text Analytics CX Voice of the Customer Technology 52

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. Developing a world-class CX strategy is well worth the investment of your time! How do you design and manage a CX strategy? How do you design and manage a CX strategy? CX Management and High-Impact Customers.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Confirmit

MAY 18, 2020

The role of customer experience in some organizations has been placed in limbo, and I’ve heard from some CX teams that as there are no longer customers traveling, feedback is not a top priority. This feels like a watershed moment for CX. By listening and having an open dialog now airlines will move forward.

CX 59

CX Text Analytics Government Gaming 59

Customer Service Life

MARCH 15, 2019

This article first appeared on CX Accelerator on January 7, 2019. So keep that in mind as I talk about technology for customer experience. That being said, I thought it might be helpful to share what I understand thus far about a couple concepts that are often mentioned in the CX technology space.

AI 63

AI Machine Learning CX Net Promoter Score 63

DMG Consulting

MARCH 11, 2022

On an annual basis, in the November/December time frame, DMG Consulting (DMG) conducts a worldwide survey of contact center and enterprise executives and managers to identify their top operational and technology investment priorities for the coming year. 2022 Top Contact Center Technology Investments. See Figure 1. Final Thoughts.

Contact Center 71

Contact Center Customer Experience Artificial Intelligence Text Analytics 71

Lumoa

APRIL 28, 2024

78% of customers have backed out of a purchase due to a poor customer experience (CX). The pressure is rising for businesses to step up their CX game. They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Execs In The Know

MAY 4, 2023

In a recent conversation with April Obersteller, Director of Global Experience at woom, she shared how the brand approaches employee experience (EX) and customer experience (CX), its strategy for connecting with customers, and the “Magic Moments” that set children up for a lifetime of happy cycling. April: When I joined woom Bikes, the U.S.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

DMG Consulting

JANUARY 30, 2024

Although lingering economic uncertainty has led to slower purchasing decisions for contact center technology, frequently doubling the typical sales cycle to 12 to 18 months, companies are buying. Sales and technology partnerships have been key to the CCaaS market’s success, a trend that DMG expects to increase.

AI 48

AI Contact Center Artificial Intelligence CRM 48

Lumoa

APRIL 13, 2020

With the modern technologies available today, such as speech-to-text and artificial intelligence (AI) it’s possible to automatically generate insights from calls, Interactive Voice Response (IVR) surveys, and post-call surveys. Voice-to-text technology is a technology that has risen to everyone’s lips lately.

Text Analytics 83

Text Analytics Artificial Intelligence Machine Learning Social Media 83

SurveySensum

NOVEMBER 11, 2021

It provides the technology to create and share surveys, set up notifications to close the loop, analyze the data with real-time journey-based dashboards, and understand verbatims with Text & Sentiment analysis to prioritize actions. Text Analytics. Text Analytics. Text Analytics and Machine Learning.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

DMG Consulting

SEPTEMBER 29, 2022

This edition of the Report, formerly the Interaction Analytics Product and Market Report , has been renamed to reflect its exploration of the broadening and growing contributions and value of these solutions as IA technology is embedded into third-party applications and adoption extends throughout organizations.

Contact Center 48

Contact Center Text Analytics Outlook Actionable Insights 48

Fonolo

NOVEMBER 11, 2022

Improved tools and technology. IVR was one of the first automation trends in call centers, but the technology is even more relevant today. Speech analytics identify tone and emotion in customers’ voices, tagging and analyzing them to find shortcomings in customer service scripts, and correcting them with more effective versions. .

Contact Center 87

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 87

DMG Consulting

JANUARY 2, 2018

The primary issues are these: Speech analytics is not yet considered a “must-have” application; analytics-enabled quality assurance (AQA) has not caught on; real-time speech analytics has a limited number of use cases; and text analytics continues to struggle to be noticed. Like what you’re reading?

Text Analytics 54

Text Analytics Contact Center Artificial Intelligence Machine Learning 54

DMG Consulting

APRIL 15, 2020

Enterprises are looking to the future and are trying to ensure their viability in a rapidly changing world of technology and automation. Companies are making long-overdue improvements to their technology and pushing forward with innovative uses for automation throughout the enterprise. “The

Outlook 62

Outlook Contact Center Artificial Intelligence Text Analytics 62

DMG Consulting

NOVEMBER 14, 2020

Digital-first servicing drives improved CX and brand engagement. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report.

Customer Service 62

Customer Service Contact Center Artificial Intelligence Text Analytics 62

Callminer

AUGUST 6, 2019

Now, a new technology known as Web callback or virtual queueing allows callers to ‘virtually’ hold their place in the queue after they hang up in order to receive a callback later. While this technology has proven popular with consumers, it’s still not a standard offering in call center systems. Speech/text analytics.

Contact Center 140

Contact Center VOC Social Media AI 140

Confirmit

DECEMBER 4, 2018

There are three key building blocks forming our approach to enabling B2B organizations to get their Confirmit CX program up and running quickly. Our program building blocks are: Horizons : Technology platform that underpins our VoC solutions. Accelerators are one of these building blocks. What Types of Accelerators are Available?

B2B 40

B2B VOC Text Analytics Government 40

SurveySensum

OCTOBER 4, 2023

More than just survey distribution, it offers a CX consultant to guide you on how to create effective questions, decipher results, and prioritize actions to align with your automotive business objectives. Analyze the gathered feedback with the cutting-edge technology of Text analytics software.

Customer Feedback 52

Customer Feedback Sentiment Analysis Text Analytics CRM 52

Confirmit

NOVEMBER 20, 2018

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. Chris noted that while at the outset, most CX programs have a simple premise, things very quickly become incredibly complicated. Chris explained that the critical element here is balance.

AI 40

AI Text Analytics Predictive Analytics NPS 40

SurveySensum

DECEMBER 29, 2023

This holistic aggregation of data, facilitated by robust text analytics software , empowers healthcare providers to discern intricate patterns and glean meaningful trends within the vast reservoir of patient feedback.

Healthcare 52

Healthcare Artificial Intelligence Text Analytics Innovation 52

Qualtrics

JUNE 20, 2019

The person in charge is James Scutt, a former chef who’s bringing some of the lessons learned in the kitchen to bear on Post Office’s nationwide CX transformation. So that’s where my CX journey started – in an industry where things were always on a knife edge. On engaging Postmasters in the CX mission. Explore Text iQ.

CX 44

CX Hospitality Hospitality NPS 44

DMG Consulting

AUGUST 3, 2020

Interaction (speech and text) analytics (IA) is a solution that sells well in both strong and weak economies. This is because IA generates measurable benefits that contribute to a company’s top and bottom line.

Sales 72

Sales Contact Center Text Analytics Social Media 72

CallCare

NOVEMBER 23, 2021

The drive to reduce cost and the growth of tech (AI) should not be at the expense of customer experience (CX). We’re not buying technology firms’ exaggerated sales pitches about the demise of human interaction in call centres. Consider the emotional state of someone calling in.

Artificial Intelligence 52

Artificial Intelligence Text Analytics AI Machine Learning 52

SurveySensum

SEPTEMBER 1, 2023

This task is made easier with an automated Text Analytics Platform that swiftly extracts trends and sentiments. One of the best perks that technology brought is the ease of creating and implementing surveys. The process involves creating surveys, sending them out, and most importantly, studying the collected feedback.

Customer Survey 52

Customer Survey Text Analytics Close the Loop Start-ups 52

Lumoa

NOVEMBER 29, 2021

Insightful analytics is possible with modern technologies such as Lumoa that have machine-learning-based text analytics. The CX laggards achieved just 3% growth during the same period. Companies receive real-time feedback in massive volumes if they only start listening to their customers.

Customer Experience 103

Customer Experience NPS Text Analytics Customer Satisfaction 103

Lumoa

MARCH 31, 2021

In Lumoa State of CX report, said 38,2% of leaders within CX that they want to improve the actionability of customer feedback and customer experience metrics. According to a Harvard Business Review study, the fastest-growing companies develop an advanced understanding of how their technology impacts the human experience.

Actionable Insights 83

Actionable Insights NPS Net Promoter Score Customer Feedback 83

1 to 1

JANUARY 18, 2022

An IVR is an automated phone system technology that allows incoming callers to access information via a selected prompt of prerecorded messages without having to speak to an associate. Humanity and technology, the best of both worlds. To better understand this, let’s dive into the human and robotic makeup of a modern contact center.

Contact Center 26

Contact Center Text Analytics Customer Satisfaction AI 26

Confirmit

DECEMBER 21, 2016

I saw first-hand the evolution from traditional research methods to online technologies and services. I went from working in a Market Research company to spending six years in a software startup that provided technology for online qualitative research. There are never any two programs that are alike, and that keeps it interesting.

VOE 53

VOE Text Analytics VOC Voice of the Employee 53