ECXO

APRIL 10, 2024

Social Media Listening: Monitor social media platforms to understand the emotions expressed by customers in real time. This can be done manually or by using social listening tools that analyze sentiment and identify emotional patterns in customer discussions.

CX 111

CX Customer Experience Social Media Sentiment Analysis 111

Lumoa

APRIL 28, 2024

Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights. Medallia ’s AI feature is called ‘ Ask Athena ‘ and uses machine learning to discover data trends such as sudden increases in negative customer feedback.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

CallCare

NOVEMBER 23, 2021

Strategic conversations are taking place in boardrooms over its applicability for customer service, the possibility for employment disruption, and the ethical considerations underlying replacing people with machines. Your company may use social listening techniques to learn about client sentiments on social media platforms.

Artificial Intelligence 52

Artificial Intelligence Text Analytics AI Machine Learning 52

Sprinklr

OCTOBER 7, 2021

The benefits of competitive benchmarking can only be realized once you choose a reliable social listening tool that meets your needs and aligns with your organization’s competitive benchmarking goals. The benefits of social listening for competitive benchmarking help your organization compare and inform: Brands’ social performance.

Social Listening 102

Social Listening CXM Unstructured Data Social Media 102

Sprinklr

OCTOBER 20, 2021

Social suites platforms are designed just for this purpose. Your unified social suites strategy should: Capture actionable consumer insights. An omni-channel social listening strategy is the fuel that makes your customer experience engine run. Learn more about Sprinklr’s AI-powered social listening tool.

Social Media 85

Social Media Unstructured Data CXM Social Listening 85

Lumoa

MARCH 12, 2023

Its top features include sentiment analysis, text and speech analytics, personalized insights, real-time feedback, and machine learning. Its primary features include survey creation, sentiment analysis, social listening, and AI-powered insights.

Customer Experience 83

Customer Experience Customer Journey Map Sentiment Analysis NPS 83

SurveySensum

SEPTEMBER 19, 2022

Social media channels and forums are great examples of indirect VOC data sources. With social listening, you can cater to all this chatter on the web. They share their feedback and experiences with the brand and love to hear what other customers of the same brand have to say.

VOC 52

VOC Social Media Voice of the Customer Sentiment Analysis 52