DMG Consulting

JANUARY 29, 2021

2021 is off to a rocky start as countries struggle to roll out the vaccines needed to combat the COVID-19 pandemic. What are your top technology priorities for 2021? What makes this change so compelling is that it is happening in many channels and touchpoints throughout the enterprise, not just in the contact center.

Contact Center 62

Contact Center Text Analytics Entertainment Finance 62

SurveySensum

JULY 10, 2023

Enhance In-Store Experience (at Each Touchpoint) Does your in-store appeal enough to invite customers? Start by ensuring a user-friendly website and Mobile app with proper navigation, allowing customers to easily find what they need. That’s the magic of leveraging technology for customer service!

Retail 52

Retail Customer Service E-commerce Social Media 52

SurveySensum

NOVEMBER 22, 2023

Use Multiple Feedback Channels Ever wondered how to open up more avenues for collecting valuable website feedback? Use Customer Names: Include the customer’s name in feedback requests or follow-ups for a more personalized touch. That’s why it’s imperative to understand which questions to be asked at which touchpoints.

E-commerce 52

E-commerce Social Media Construction Customer Feedback 52

SurveySensum

JULY 10, 2023

Enhance In-Store Experience (at Each Touchpoint) Does your in-store appeal enough to invite customers? Start by ensuring a user-friendly website design and navigation, allowing customers to easily find what they need. That’s the magic of leveraging technology for customer service! It’s pure awesomeness, right?

Retail 40

Retail Customer Service E-commerce Social Media 40

DMG Consulting

MARCH 1, 2019

The first half of 2018 was strong for the workforce optimization (WFO) market in general, up 6.4 Total company revenue for the WFO market in the first half of 2018 was $1.685 billion, up $101.7 million in the same period of 2018, up $168.5 Calabrio’s contact center WFO revenue was estimated to have grown rapidly, up $17.3

AI 84

AI Artificial Intelligence Contact Center Machine Learning 84

SurveySensum

FEBRUARY 24, 2022

Also, if your customer feedback tool connects with your existing apps and technology, the workflow will be smooth, enriching your experience with the software. . And this is not enough, their CX team helps you choose the right questions for the survey for each touchpoint with the correct time to send on the customers’ preferred channels.

Customer Feedback 52

Customer Feedback Sentiment Analysis Close the Loop NPS 52

SurveySensum

DECEMBER 1, 2021

It should blend effortlessly with your technology, workflows, and communications. The innovative Text and Sentiment Analysis technology automatically extracts quantitative data from unprocessed, qualitative information to discover patterns and trends within the text. . Setting up survey is quick and easy.

NPS 52

NPS Net Promoter Score Sentiment Analysis CRM 52

Lumoa

JANUARY 31, 2023

Voice of the customer: where to start? Customer experience matters across all the channels and all the touchpoints of the customer journey. Recommended reading: Business value and ROI of customer experience: the step-by-step guide How to justify a CX program to your CEO Voice of the customer: where to start?

Customer Experience 176

Customer Experience NPS Touchpoint Close the Loop 176

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. Long-term actions are based on the analytics results of customer feedback. Long-term actions are based on the analytics results of customer feedback.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Lumoa

SEPTEMBER 11, 2023

It involves creating a plan to elevate every customer’s experience across every touchpoint they have with your company. With the rise of the internet and communication technology, customer experience began to receive attention in the 1990s, and today, we live in a time where customer experience is paramount for every company.

Customer Experience 83

Customer Experience Net Promoter Score NPS Start-ups 83

Lumoa

SEPTEMBER 11, 2023

It involves creating a plan to elevate every customer’s experience across every touchpoint they have with your company. With the rise of the internet and communication technology, customer experience began to receive attention in the 1990s, and today, we live in a time where customer experience is paramount for every company.

Customer Experience 83

Customer Experience Net Promoter Score NPS Start-ups 83

Lumoa

FEBRUARY 20, 2018

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing and acting on the customer feedback, you’ll be able to start taking the customer experience in control. Voice of the customer: where to start?

Customer Experience 150

Customer Experience NPS Touchpoint Net Promoter Score 150

Lumoa

MARCH 20, 2018

So let’s start! Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. 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.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

ECXO

APRIL 2, 2023

Since the start of the Digital Age roughly half a century ago, information technology (IT) has increasingly become an enabler of value to the point today where it is a fundamental pillar to the future for most organizations.

Close the Loop 128

Close the Loop CX Net Promoter Score Sentiment Analysis 128

SurveySensum

JULY 20, 2023

On the verge of giving up, I decided to manually enter the product code, and voila! Open-ended) That is why you must collect customer feedback at all touchpoints across the customer journey. This will help you identify touchpoints with the friction, take the required action, and improve the overall retail experience.

Retail 52

Retail Customer Feedback CX Social Media 52

ECXO

APRIL 2, 2023

Since the start of the Digital Age roughly half a century ago, information technology (IT) has increasingly become an enabler of value to the point today where it is a fundamental pillar to the future for most organizations.

Close the Loop 98

Close the Loop Customer Experience Net Promoter Score Sentiment Analysis 98

Lumoa

MARCH 20, 2018

So let’s start! Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. 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.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

PeopleMetrics

JANUARY 28, 2021

TRANSCRIPT: [GRAPHIC: "Coming Up."]. I joined in 2001 when I started the company on January 26, 2001 - so it's 20 years today the company was founded. and I started this with nobody - like it was just me in an office - and I think we have a couple pictures of that office - yeah, that was the first office on 12th street.

CX 62

CX Pharmaceutical Start-ups Text Analytics 62

Callminer

FEBRUARY 27, 2019

Implement the technology possible to listen to your customers in real-time. Actionable insights lead to either change and an action or confirm the fact that you don’t need to take any action at all.” – Agi Marx, Voice of the Customer: Why You Need it and How to Start Your VOC Program , Thematic; Twitter: @getthematic. .

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

PeopleMetrics

JANUARY 18, 2022

But your business should go beyond simply asking customers to give you a thumbs up or thumbs down after an interaction has already occurred. This information is then put to work to help you follow up with individuals and identify big-picture issues that lead to dissatisfaction. What is customer experience software?

Customer Satisfaction 62

Customer Satisfaction Pharmaceutical Net Promoter Score Customer Feedback 62

VOZIQ

JULY 18, 2022

As a result, retention teams end up giving expensive retention offers that are not only too late but also not relevant to every customer, leading to a poor retention ROI. Text analytics can help you analyze unstructured textual data from agent notes and survey responses to understand the needs, wants and expectations of the customers.

Machine Learning 40

Machine Learning Text Analytics Customer Retention Contact Center 40

VOZIQ

JULY 18, 2022

As a result, retention teams end up giving expensive retention offers that are not only too late but also not relevant to every customer, leading to a poor retention ROI. Text analytics can help you analyze unstructured textual data from agent notes and survey responses to understand the needs, wants and expectations of the customers.

Machine Learning 40

Machine Learning Text Analytics Customer Retention Contact Center 40

SurveySensum

JULY 15, 2022

It can help you create beautiful NPS, CES, CSAT, and all kinds of surveys at all the touchpoints across the customer journey. After gathering all the feedback in one place, it runs text analysis and gives you common insights. The text analytics feature identifies the emotions behind each response and groups them accordingly.

E-commerce 52

E-commerce NPS Sentiment Analysis ML 52

Lumoa

APRIL 3, 2018

Soon after, NPS gained popularity and used to be implemented everywhere: from customer service interaction to every individual customer touchpoint. If your company focuses on following the score only , you will very happy if the NPS goes up. But what will you do if the score starts to fall? Don't fall into this trap.

Net Promoter Score 134

Net Promoter Score NPS Touchpoint Text Analytics 134