SurveySensum

NOVEMBER 8, 2023

Customer experience encompasses every interaction a customer has with a business. 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.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. Developing a world-class CX strategy is well worth the investment of your time!

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Callminer

FEBRUARY 27, 2019

Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. Essentially, the process of finding the voice of the customer can be done a number of ways, using many different methods. Conduct in-depth customer interviews.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

Lumoa

AUGUST 8, 2023

By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition. Unlocking the power of VoC feedback is vital to the success of any business. Obviously, businesses wouldn’t exist without them!

Customer Feedback 83

Customer Feedback VOC Net Promoter Score NPS 83

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. More specifically, we provide support in the following areas: VoC Program Design.

B2B 40

B2B VOC Text Analytics Government 40

Callminer

AUGUST 6, 2019

Speech/text analytics. Text analytics is used to scour textual interactions (e.g., emails, SMS text messages and instant messages) for certain keywords that indicate frustration or satisfaction on the part of the customer. It’s no different when it comes to delivering on the customer experience.

Contact Center 140

Contact Center VOC Social Media AI 140

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

Confirmit

DECEMBER 21, 2016

As interest grows in global CX, VoC and VoE programs, so does demand for digestible solutions with easily recognized value. It’s satisfying to reflect on a program that was just starting out a year or two ago and now has multiple surveys, reporting, Action Management, integration with Salesforce, Text Analytics.

VOE 53

VOE Text Analytics VOC Voice of the Employee 53

Callminer

JULY 15, 2019

This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics. This is a great opportunity to listen, watch, and learn the latest CX analytics information out there! Why Your Contact Centers are a CX Goldmine.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

Lumoa

FEBRUARY 9, 2023

By the way, did you know that Lumoa’s analytics is powered by AI? B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing.

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. Learn More about the role of AI in CX.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

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. Learn More about the role of AI in CX.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

SurveySensum

FEBRUARY 11, 2022

Their expert CX consultants and implementation teams help you run your CX program so that you can focus on what matters the most – growth. When you have too many customer personas and a huge pool of audience, you really need to manage it. Text Analytics. Best features.

Close the Loop 52

Close the Loop Touchpoint NPS Customer Feedback 52

Confirmit

MAY 29, 2018

For instance tracking your relationship NPS over time gives you an indication of whether your CX initiatives are having an impact on loyalty. The Net Promoter Score works by segmenting your customers into Promoters, Passives and Detractors, using a very specific NPS formula. Voice of the Customer Metrics Guide.

Net Promoter Score 40

Net Promoter Score NPS Close the Loop Customer Loyalty 40