Experience Investigators

MAY 7, 2024

Why Every CX Leader Needs to Understand (And Have a Basic Strategy About) AI Understanding AI is not just about keeping pace with technology; it’s about leading the charge in innovation and personalization and advocating for customers at the same time. The journey toward AI-enhanced customer experience is ongoing and dynamic.

AI 52

AI Sentiment Analysis Artificial Intelligence Customer Experience 52

DMG Consulting

APRIL 16, 2019

These innovations have come hand in hand with megatrends that include Big Data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud. We’re at a major and exciting inflection point.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48

DMG Consulting

SEPTEMBER 26, 2018

Innovation in the speech analytics (SA) market is reinvigorating this highly valuable sector. There is renewed interest in these solutions, which are incorporating artificial intelligence (AI) and machine learning to keep speech analytics up-to-date with the digital transformation.

Contact Center 48

Contact Center Machine Learning Artificial Intelligence Text Analytics 48

Confirmit

DECEMBER 14, 2016

They also looked at key learnings from some of the world’s leading VoC programs, including: Getting the exec team on board: The importance of predictive analytics to inform smarter decisions delivering true business value. identified some of the future trends that will drive these best practices forward in 2017 and beyond.

Predictive Analytics 40

Predictive Analytics CX Structured Data VOC 40

ClearAction

MAY 29, 2016

Customer success managers, predictive analytics , content marketing, and digital marketing can educate customers in the right ways at the right times, from their viewpoint. Fourth, establish cadence, channels, digestion and actioning of collective BI-VoC sent upstream to the value creators and value enhancers across the company.

Customer Experience 97

Customer Experience Social Media Customer Experience Management Predictive Analytics 97

ClearAction

SEPTEMBER 28, 2015

Second, it is the key to being more innovative, and more successful in launches. Why it's key to future success: This viewpoint is impactful in shifting from our current silo treatment of VoC instruments (i.e. Focusing on the customers' goals can make a huge difference in what we can achieve through CXM.

CXM 105

CXM Customer Experience VOC Customer Experience Management 105

SurveySensum

NOVEMBER 23, 2023

You will need dedicated NPS software with innovative survey distribution channels, and specific analytic and reporting features to conduct successful NPS surveys. It lets you send NPS, CES, CSAT, product, onboarding, and many VOC surveys to your customers. It has innovative branding and customization options.

NPS 52

NPS Net Promoter Score Sentiment Analysis Social Media 52