Comm100

APRIL 26, 2020

It wasn’t too long ago that the idea of a CX Specialist would cause many furrowed brows. Fast-forward today, and the concept of customer experience (CX) has taken on a far larger meaning and importance within almost every industry. CX is an incredibly rich topic, and it’s one that’s here to stay. Check out the interview below.

CX 52

CX Unstructured Data CXM Real Estate 52

Fonolo

NOVEMBER 17, 2020

Bill Quiseng CX Expert, Speaker & Consultant. I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. We had to listen. We were all given a little empathetic medicine this year.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

VOZIQ

MAY 1, 2022

Shared Customer Experience: What Happens When Your CX Depends on Partners? 6 Reasons Why Unstructured Data Is Key to an Effective Retention Program. 6 Reasons Why Unstructured Data Is Key to an Effective Retention Program. Applying AI and ML to data such as customer chats, agent notes, surveys, etc.,

Unstructured Data 40

Unstructured Data ML Customer Retention AI 40

Lumoa

OCTOBER 31, 2021

The combination of Forsta and Lumoa takes feedback one step further by applying AI to unstructured data and removing the need for manual analysis. Both solutions also support more than 60 international languages.

VOE 83

VOE VOC Unstructured Data Artificial Intelligence 83

Execs In The Know

DECEMBER 6, 2021

Use surveys, agent notes (unstructured data), and one-on-ones with frontline managers to identify what broken processes or poor technologies agents are dealing with day after day that are never fixed. The post Connecting CX and EX to Deliver An Effective Hybrid Contact Center Workforce appeared first on Execs In The Know.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

Use surveys, agent notes (unstructured data), and one-on-ones with frontline managers to identify what broken processes or poor technologies agents are dealing with day after day that are never fixed. The post Connecting CX and EX to Deliver An Effective Hybrid Contact Center Workforce appeared first on Execs In The Know.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Confirmit

JANUARY 31, 2020

The sheer scale and diversity of unstructured data sources is daunting. But those sources house valuable insights that can make an enormous difference in a competitive market. Ignoring them is not an option. In this video, Ryan Denny of Bupa Global talks about the impact of text analytics on Bupa’s customer experience program.

Text Analytics 52

Text Analytics Unstructured Data Voice of the Customer CX 52

Qualtrics

FEBRUARY 10, 2020

We’ve seen more and more companies expand their CX programs to bring in more channels, more respondents, and more internal stakeholders than ever before. Understand - understand the hidden meaning in your data and get to insights faster. It’s the toughest data of all to analyze - unstructured data from natural human conversation.

CX 58

CX Close the Loop Unstructured Data Social Media 58

SurveySensum

JULY 12, 2019

Future is demanding and present era is flooded with unstructured data from various online or offline sources! For this reason, there is a growing need for technology that can break the complex and comprehensive customer feedback data into simple and useable insights.

Customer Retention 68

Customer Retention Customer Experience Management Unstructured Data Customer Experience 68

CX Journey

DECEMBER 21, 2016

Your company shows up on his CX Naughty List! For each category, I'll call out some of the most egregious reasons for being on Santa's CX Naughty List. CX Strategy CX Strategy refers to your approach to delivering a great customer experience. Santa's making his lists and checking them twice. In short, a lot.

CX 62

CX Unstructured Data Customer Experience 62

Confirmit

APRIL 29, 2019

I’ve said it before and I’ll say it again, not even a Bomb Cyclone (aka really bad blizzard), could stop our recent CX Summit in Denver. Try using unstructured data to capture feedback without having to ask for it at every touchpoint. Sean Albertson, Deconstructing the Loyal Client Journey.

CX 40

CX Unstructured Data VOC NPS 40

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

CX Accelerator

FEBRUARY 12, 2018

Also, there are reports that between 80-85% of information a business uses is in unstructured form. Businesses must do something with this unstructured data to use it in some purposeful way. This unsolicited feedback data can come from three places. According to the report, only 14% are successful with their VoC.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

Intercom

APRIL 20, 2023

And so, CX programs often end up getting cut. Dow is about 35,000 employees, and at least at the time I wrote the book, they had 15 people in their CX program. And that’s a large CX program. The way to the customer’s heart Liam: You talk about something you call the “CX Loyalty Flywheel.”

Net Promoter Score 52

Net Promoter Score Customer Experience CX Finance 52

PeopleMetrics

JULY 31, 2018

Unstructured feedback is incredibly valuable because it indicates why people feel the way they do. Without it, CX professionals would be lost. The ones you need to know as a CX professional are solicited, unsolicited, structured, and unstructured. There are two options to handle unstructured feedback: humans or machines.

Text Analytics 79

Text Analytics VOC Unstructured Data CEM 79

Shep Hyken

APRIL 8, 2022

Additionally, they need a more strategic and comprehensive approach to how they offer omnichannel engagement in the cloud, how they elevate customers between channels, and how they manage the customer data across all channels. . Retail CX Strategy’s . 3 Advantages of Retail CX Strategy . Contemporary ?Retail

Retail 72

Retail Customer Experience Contact Center Omnichannel 72

CX Journey

MAY 20, 2015

Data come in all different shapes and sizes: structured, unstructured, solicited, unsolicited…oh my! A lot is written about survey data and analyzing structured quantitative data, but let’s take a look at unstructured data. What is unstructured data ?

Unstructured Data 64

Unstructured Data Text Analytics Social Media Customer Feedback 64

Sprinklr

OCTOBER 7, 2021

Competitive benchmarking can give your organization the edge to capture additional market share, increase customer retention and engagement, and provide an excellent customer experience (CX). Manual data collection. The volume and complexity of unstructured data is growing exponentially and brings new challenges.

Social Listening 102

Social Listening CXM Unstructured Data Social Media 102

SugarCRM

APRIL 26, 2021

What if a tool could analyze your company’s data and offer valuable insight and interpretation into the future? That’s what Sugar’s new initiative, HD-CX seeks to do with its powerful ability to predict using advanced AI methods. Let’s take a closer look at what Sugar is doing to smash the data silos for businesses.

Unstructured Data 59

Unstructured Data CRM Finance Artificial Intelligence 59

InteractionMetrics

OCTOBER 16, 2023

And if you already have a CX program, this is a great brainstorming refresher. ” If your hunch is that customer experience matters, your intuition is well borne out by the data. Start by instilling the importance of CX in your team. Note that often CX is defined ONLY as the touchpoints a customer has with a company.

Customer Experience 52

Customer Experience Net Promoter Score Retail CX 52

CX Journey

JULY 9, 2015

Voice of the Customer (VoC) is structured and unstructured data from solicited and unsolicited feedback; I'll also add behavioral/purchase data here, as well as anything else we know about the customer. Think those are the only voices you should be listening to in order to improve the customer experience? You know the main ones.

VOE 74

VOE Unstructured Data Customer Experience VOC 74

SurveySensum

APRIL 12, 2022

Qualtrics is a web-based CX platform that enables you to create and run customizable surveys. Medallia is an experience management platform that uses experience data points called signals to help drive growth. Then, Qualtrics is your choice. So that you can monitor and provide enhanced experiences to your customers.

Text Analytics 59

Text Analytics Close the Loop Unstructured Data Actionable Insights 59

Zendesk

DECEMBER 7, 2021

Analyze customer data to predict and reduce churn. With AI-powered tools like SupportLogic , you can track and analyze unstructured data—like customer sentiment—to see who’s a high churn risk. Transform CX with Zendesk’s AI features. You can then prioritize which customers need your attention first.

AI 97

AI Customer Experience Artificial Intelligence Machine Learning 97

Callminer

SEPTEMBER 14, 2020

They offer the capacity to conduct behavioral analysis of clients based on real-time data. Business analysts can add value in four areas: Customer Experience: The immense volume of clients, transactions and unstructured data can enable an organization to better understand demand and influence the call center to execute more successfully.

Compliance 182

Compliance Unstructured Data Non-Profits Technology 182

Execs In The Know

MARCH 4, 2022

By aggregating structured and unstructured data from every customer touchpoint, customer journey analytics provides a comprehensive, end-to-end view of the journey your customers take from the first introduction to post-purchase experiences. Guest post written by: CallMiner. The post What is Customer Journey Analytics?

Customer Journey Map 98

Customer Journey Map Touchpoint Machine Learning Unstructured Data 98

CSAT.AI

SEPTEMBER 25, 2017

You should have all the standard data, such as customer location, age, email, title, etc…, but you should also be inquiring why customers are leaving when they leave. The second challenge lies in whether it’s structured or unstructured data. It’s important to record this information too.

Artificial Intelligence 59

Artificial Intelligence Predictive Analytics Unstructured Data Sentiment Analysis 59

SugarCRM

OCTOBER 24, 2023

Generate in-depth customer analysis Hyper-personalize customer interactions to achieve higher levels of CX and boost brand loyalty Generate detailed forecasts Derive new insights based on internal and third-party data Generative CRM: Key Benefits With so much power, companies can take advantage of generative AI’s capabilities in multiple ways.

CRM 26

CRM AI Invoicing Predictive Analytics 26

1 to 1

JANUARY 25, 2021

They are expecting easier, better, and faster CX in 2021. Although there are many ways to synergize machines and humans in the call center, CX experts agree these four are primed to deliver the greatest outcomes in 2021. And these new ‘bot-human dream teams’ are revolutionizing the entire customer experience!

Artificial Intelligence 29

Artificial Intelligence Unstructured Data Contact Center AI 29

CX Journey

JULY 10, 2014

Analysis takes many forms because there will be many different types of data to make sense of. You''ll need a way to crosstab, predict, identify key drivers, and prioritize improvements with survey data; mine and analyze your unstructured data; and track, review, and prioritize social media inputs and influencers.

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

Qualtrics

FEBRUARY 5, 2019

With the right survey platform , you can also apply powerful analytical tools to find common themes and trends within the data, even unstructured data such as open text responses. HR teams use it to monitor employee engagement, and CX teams use it to keep customer panels engaged. Identify your creatives and support them.

Innovation 39

Innovation Unstructured Data CX 39

CX Journey

JANUARY 11, 2017

Prescriptive analytics can continually take in new data to re-predict and re-prescribe, thus automatically improving prediction accuracy and prescribing better decision options.

Predictive Analytics 64

Predictive Analytics Unstructured Data Education Customer Experience 64

Qualtrics

OCTOBER 9, 2020

Unstructured data is becoming an increasingly important part of a successful listening program. Luke Williams, Qualtrics XM Institute was joined by Matt Dixon, Chief Product and Research Officer of Tethr, to discuss why that is, and how CX leaders can implement it into their own programs.

Unstructured Data 20

Unstructured Data Sentiment Analysis CX Machine Learning 20

Confirmit

MAY 29, 2018

Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. Although CX maturity does fluctuate widely by region, industry, business size, etc., Why Does Voice of the Customer Matter?

Voice of the Customer 40

Voice of the Customer VOC Net Promoter Score Customer Journey Map 40

Steven Van Belleghem

MAY 19, 2020

We have different parts of our group (such as Operations, Global CX Lab, Marketing, Business Intelligence, etc) working together, monitoring, identifying and planning already against some signs of industry trends so we can keep up with and be part of the changes ahead of us.

Contact Center 52

Contact Center Start-ups E-commerce Innovation 52

SugarCRM

MAY 3, 2021

For most companies using mediocre software, dark data can pose more risk than opportunity. But there’s light at the end of this data black hole: Artificial intelligence (AI) developers learned how to leverage unstructured data to generate predictive capabilities, helping companies utilize the unused data.

Artificial Intelligence 26

Artificial Intelligence Unstructured Data AI Machine Learning 26