ECXO

APRIL 10, 2024

When a business can align all its touchpoints – from product design to customer service to after-sales support – in a way that resonates with the customers’ emotional frequencies, it creates a coherent customer experience. This can be done through surveys, reviews, social media listening, and customer support interactions.

CX 111

CX Customer Experience Social Media Sentiment Analysis 111

Fonolo

FEBRUARY 20, 2019

Incorporate Social Listening. Social listening goes beyond just monitoring online conversations: It’s a combination of qualitative observation and quantitative analysis of sentiment and intent. Social listening is a brilliant tool to have as a customer service executive in the midst a brand crisis.

Social Media 89

Social Media Contact Center Social Listening Artificial Intelligence 89

Aquire

OCTOBER 5, 2021

Troubleshooting problems via innovative customer service technology like cobrowsing or video chat. Posting on social media about a positive or negative experience. Customer journeys are complex and you need to take into account multiple customer touchpoints to offer the best experience. WHITEPAPER. . Be omnichannel.

Customer Service 105

Customer Service Omnichannel Social Media Social Listening 105

Sprinklr

JULY 22, 2021

However, even for brands that are incorporating omni-channel listening strategies across social platforms, review sites, and other digital channels, there are a number of challenges. He primarily focuses on our Modern Research product and innovating the latest and greatest social listening strategies.

Unstructured Data 98

Unstructured Data Social Media Actionable Insights Artificial Intelligence 98

Aquire

SEPTEMBER 18, 2021

You need to consider interaction quantity and quality, as well as the availability of touchpoints (think an omnichannel approach that includes email, text, chatbots, ads, content, and more). Then try to find the answer to these questions: What technology, people or processes do we need? Practice social listening.

Customer Experience 98

Customer Experience Social Media AI Predictive Analytics 98

Lumoa

APRIL 28, 2024

In your CX platform dashboard, you can see how your customers behave across all touchpoints and can personalize your interactions with them based on their behavior and preferences. Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

CallCare

NOVEMBER 23, 2021

We’re not buying technology firms’ exaggerated sales pitches about the demise of human interaction in call centres. We anticipate that contact centre agents will continue to be a critical touchpoint in the customer journey. Consider the emotional state of someone calling in. It’s just reckless hyperbole.

Artificial Intelligence 52

Artificial Intelligence Text Analytics AI Machine Learning 52