CX Accelerator

JANUARY 7, 2019

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. It’s OK if they don’t but chances are you’ve heard a well-meaning salesperson try to sell you on the latest greatest CX tool and they’ve dropped these terms like they’re hot.

AI 275

AI Machine Learning CX Net Promoter Score 275

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? How do you categorize text and build a sustainable model?

Text Analytics 40

Text Analytics Social Media Customer Experience Voice of the Customer 40

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? How do you categorize text and build a sustainable model?

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

Lumoa

JANUARY 8, 2024

That’s where text analysis, or text mining, comes into play. To remind you a bit of what it is and what it does, text analytics uses transforms unstructured text into structured data that’s actually useful for business decisions.

Sentiment Analysis 157

Sentiment Analysis Text Analytics Machine Learning ML 157

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. The market is in the early days of this transformation, but its potential is awe-inspiring, as it is going to touch every aspect of what is done in and by contact centers and the customer experience (CX) in general. September, 2022 By Donna Fluss.

Artificial Intelligence 62

Artificial Intelligence CX Contact Center Text Analytics 62

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. With a modern CX analytic tool, you can answer questions like: When do potential customers leave your website?

Customer Experience 83

Customer Experience CX Net Promoter Score Unstructured Data 83

SurveySensum

JUNE 13, 2021

Most startups and even large-scale organizations have a detailed CX strategy in place. Here are some such marketing strategies to expand your CX strategy. Automation and marketing together can help your business refine its CX strategy tremendously. They need to devise ways to use the data to improve CX.

Social Listening 111

Social Listening CX Unstructured Data Social Media 111

PeopleMetrics

JANUARY 24, 2022

As we enter our 22 nd year at PeopleMetrics, I thought it was time for an update on where we are, where we are going as a company and my perspective on the CX industry. But first, a quick perspective on the CX industry. These trends have created what I believe is the next frontier in CX – high-impact customer experience.

CX 90

CX B2B Artificial Intelligence Text Analytics 90

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

PeopleMetrics

MARCH 25, 2021

In this session, we'll show you different ways to get the most out of unstructured customer survey comments within the PeopleMetrics Experience Management Platform, including open-ended coding and categorization, keyword search and text analytics. Discover our award-winning Customer Experience (CX) blog: [link].

Customer Survey 62

Customer Survey Text Analytics CX Customer Feedback 62

Confirmit

JANUARY 23, 2020

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. Donna also talks about some of the key challenges that her team has faced through the evolution of their CX program.

Text Analytics 52

Text Analytics CX Voice of the Customer Technology 52

SurveySensum

MARCH 20, 2024

If this is not enough to convince you then get this – customer-centric brands report profits that are 60% higher than those that fail to focus on CX. One-On-One CX Consultation: SurveySensum is a DIFM platform – they will do everything for you. But the question arises – how to do it?

Customer Experience Management 52

Customer Experience Management CXM Customer Experience Text Analytics 52

CX Journey

MARCH 21, 2018

I thought I'd capture some of the items that you should be sure to include in your CX budget. CX Initiatives There are various initiatives along your journey that you'll want to be sure to factor into your budget, including: Survey design and associated costs (not technology): these might be allocated under 3.

CX 108

CX VOE Customer Journey Map Text Analytics 108

Lumoa

SEPTEMBER 8, 2021

Measure CX without Surveys Online and email surveys, at best, have a response rate of 30%. You will reap more benefits from using text analytics on your open-ended responses than from collecting numerical, in-actionable scores. PWC found that consumers are willing to pay 16% more for products and services that offer a great CX.

Customer Experience Management 83

Customer Experience Management CEM CX Customer Experience 83

DMG Consulting

MAY 5, 2020

Using IA and CJA to Improve CX. Speech and text analytics solutions, collectively known as interaction analytics (IA), provide a comprehensive, unfiltered view of all activity that occurs between customers and an organization.

CX 96

CX Artificial Intelligence Contact Center Touchpoint 96

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

NOVEMBER 15, 2020

But it has reminded us here at Confirmit how proud we are to work with some of the most innovative, leading CX teams around the globe as they embrace the change. One client, in particular, has put smiles on our faces… The MyCustomer CX Award judges have spoken. The annual award is a big deal in the CX world.

CX 52

CX VOC Text Analytics Voice of the Customer 52

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

Confirmit

JANUARY 31, 2020

In this video, Ryan Denny of Bupa Global talks about the impact of text analytics on Bupa’s customer experience program. Ryan also discusses the importance of being able to build an effective, flexible text analytics model to analyze customer comments.

Text Analytics 52

Text Analytics Unstructured Data Voice of the Customer CX 52

SurveySensum

MARCH 15, 2024

But SurveySensumis not just a simple market research tool, it is a full-fledged CX service that comes with expert CX consultation who will help you achieve your business goals and make your process a success. Analyze Your Target Market with the CX Experts at SurveySensum! Pricing: The pricing starts from $99/month.

Text Analytics 52

Text Analytics NPS Outlook CX 52

Confirmit

SEPTEMBER 11, 2017

Our countdown to CX Day 2017 continues. Last week, we shared a case study about one of our most successful clients, RS Components who are doing some seriously impressive things with a large, multi-lingual, multi-country CX program. Another area where Siemens is focused on innovation is text analytics.

Text Analytics 40

Text Analytics CX Social Media Voice of the Employee 40

Confirmit

SEPTEMBER 11, 2017

Our countdown to CX Day 2017 continues. Last week, we shared a case study about one of our most successful clients, RS Components who are doing some seriously impressive things with a large, multi-lingual, multi-country CX program. Another area where Siemens is focused on innovation is text analytics.

Text Analytics 40

Text Analytics CX Social Media Voice of the Employee 40

Confirmit

APRIL 18, 2019

CX teams need to look at the implications of this situation for their programs. In this webinar, Claire Sporton, SVP CX Innovations at Confirmit will tackle this problem head on. She will also look at the importance of text analytics category models that will help you make sense of unstructured feedback, whatever the source.

CX 45

CX Text Analytics Voice of the Customer Innovation 45

SurveySensum

OCTOBER 12, 2023

Some of the drawbacks include limitations to running two different surveys at the same time, the dashboard being too complex, issues with building reports, no options to automate reports, text analytics being difficult to understand, and many more. With InMoment you do get this feature but it is complex to understand and use.

Text Analytics 52

Text Analytics Actionable Insights NPS Customer Feedback 52

DMG Consulting

FEBRUARY 8, 2024

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year.

Contact Center 48

Contact Center Technology Technology AI 48

SurveySensum

FEBRUARY 26, 2024

The platform’s Text Analytics software enables you to manage and analyze your survey results without any manual analysis and identify areas of improvement effortlessly. One-on-one expert consultation for CX implementation The tool also provides you with CX consultations with top CX experts. And not just that!

Text Analytics 52

Text Analytics Close the Loop Actionable Insights Start-ups 52

SurveySensum

DECEMBER 15, 2023

Challenge 2: The CX-Departmental Divide CX professionals face the uphill task of persuading diverse department leaders to act on customer feedback. Text Analytics Software With the help of the Text Analytics Software , the feedback was properly segmented and analyzed for detailed understanding.

Text Analytics 52

Text Analytics NPS Customer Retention Customer Feedback 52

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

Customer Service Life

MARCH 15, 2019

This article first appeared on CX Accelerator on January 7, 2019. 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. Let’s look at an example where we see NLP at work in the CX. Click here to read the original post.

AI 63

AI Machine Learning CX Net Promoter Score 63

Confirmit

SEPTEMBER 1, 2019

By adding text analytics and additional data sources to the Voice of the Customer insights, PennyMac have achieved an extraordinary amount with a small team. You'll find best practices from the world's leading CX professionals, as well as inspiration to take your experience managements initiatives to the next level.

CX 40

CX Text Analytics Voice of the Customer Innovation 40

SurveySensum

NOVEMBER 13, 2023

This is why it is all the more important that businesses pay attention to their mobile CX. Now, you might be wondering, ‘How can I amp up my mobile CX game?’ Apart from survey creation, this tool has AI-powered text analytics software that helps you derive actionable insights from open-ended feedback with no manual coding.

Customer Experience 52

Customer Experience Text Analytics NPS Start-ups 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

Confirmit

OCTOBER 23, 2018

PennyMac customers were sharing a wealth of service innovation ideas in the open-ended text boxes of their surveys. Fortunately, Terry and Melissa leveraged Text Analytics to gauge customer sentiment and monitor feedback trends. Limit the number of new CX routines. This is CX at its most simple, elegant and effective.

CX 40

CX Text Analytics Voice of the Customer Innovation 40

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

SurveySensum

NOVEMBER 1, 2023

Along with survey creation, SurveySensum offers text analytics software with real-time data analysis and automated tagging for better survey analysis. And, not just that, the platform provides a CX consultant who will make your CX a success. Boost Satisfaction and Growth with SurveySensum Request a Demo

Text Analytics 52

Text Analytics Start-ups Close the Loop NPS 52