DMG Consulting

FEBRUARY 25, 2019

Sign up for DMG’s free monthly newsletter. Enterprises are starting to leverage sophisticated AI-enabled technologies—intelligent virtual agents (IVAs), robotic process automation (RPA), predictive modeling, and speech analytics—to thrive in the era of the personalized customer journey. Like what you’re reading? Email Address *.

AI 48

AI Text Analytics Predictive Analytics Machine Learning 48

Lumoa

JANUARY 23, 2018

Text analytics includes a set of techniques that structure information arriving in text format— in this case, free text customer feedback. The purpose is to convert unstructured text into meaningful structured data to support business analysis and decision making. What am I supposed to do with this data point?

Text Analytics 121

Text Analytics Sentiment Analysis NPS Net Promoter Score 121

Execs In The Know

APRIL 12, 2024

Among the myriad options available, starting with a modern transcription + summarization solution can be the perfect way to begin. By prioritizing a transcription and summary and a starting point in your AI journey, you do three things in parallel: You lay the foundation with transcription for all generative AI capabilities that follow.

AI 52

AI Contact Center Structured Data Artificial Intelligence 52

SurveySensum

MARCH 3, 2022

Easy to set up and use. Limitations in the basic plan (limits the use of visualization dashboards, data sync, user seats, etc.). Pricing: The basic plan starts from $299 for teams with 10 thousand queries per month and 3 seats. The basic plan starts at $500/month for 1000 feedback/month and includes 3 user accounts.

Voice of the Customer 52

Voice of the Customer Sentiment Analysis VOC Close the Loop 52

Lumoa

FEBRUARY 9, 2023

Actions include short- and long-term follow-ups. As short-term actions, you should be able to follow up with each individual responder, especially taking care of critical comments. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers. Why is NPS ® going up or down?

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Zendesk

FEBRUARY 10, 2022

Consumer expectations are increasingly rising, and the world of technology is constantly evolving—making it difficult for business leaders to keep up. Not sure where to start? Consistently reevaluate customer feedback and analyze real-time data to identify areas of improvement. Set up tools for collecting customer data.

Customer Experience 98

Customer Experience Unstructured Data Customer Journey Map Net Promoter Score 98

Zendesk

APRIL 16, 2021

To get a handle on it all, let’s start by answering a pretty basic question: What’s a lead? Your CTA could be a link to a downloadable piece of gated content or a big “Start free trial” button on a web page. It’s up to your company to decide how and where to best answer those questions. Are they within the right price point?

Social Media 98

Social Media B2B Sales Start-ups 98

Steven Van Belleghem

MAY 19, 2020

Trust is now more than ever a differentiator in that aspect: those companies that always trusted their employees to work remotely, had a head start, and could thus focus on adapting their customer channels and business model to the changed environment. Call volumes have gone up mostly in the first 3 weeks but are at a more stable level now.

Contact Center 52

Contact Center Start-ups E-commerce Innovation 52

Lumoa

MARCH 20, 2018

So let’s start! Actions include are short- and long-term follow-up. As short-term actions, you should be able to follow-up each individual responder, especially taking care of critical comments. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Lumoa

JUNE 26, 2023

They want to browse online, pick up offline, and tag your brand on social media. But omnichannel strategies utilize data from more than one source, which is often unstructured, fragmented, and not ready for analysis. This data cannot be directly integrated and compared as they have different formats.

Omnichannel 83

Omnichannel Net Promoter Score Customer Experience Social Media 83

Lumoa

MARCH 20, 2018

So let’s start! Actions include are short- and long-term follow-up. As short-term actions, you should be able to follow-up each individual responder, especially taking care of critical comments. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

Comm100

AUGUST 21, 2018

Let’s start with a simple question: Can human live chat agents and chatbots be held to the same standard when it comes to key performance indicators (KPIs)? Total Number of Chats – How many chats is your chatbot picking up? Wait Time – How long are your visitors kept waiting before a live chat session starts up?

Mystery Shopping 40

Mystery Shopping Mystery Shopper Net Promoter Score Customer Service 40

Comm100

AUGUST 21, 2018

Let’s start with a simple question: Can human live chat agents and chatbots be held to the same standard when it comes to key performance indicators (KPIs)? Total Number of Chats – How many chats is your chatbot picking up? Wait Time – How long are your visitors kept waiting before a live chat session starts up?

Mystery Shopping 40

Mystery Shopping Mystery Shopper Net Promoter Score Customer Service 40