CX Accelerator

FEBRUARY 12, 2018

4) Tell a complete story with your data. Only using structured data in your VoC initiatives is like having a one-sided coin. Combine structured and unstructured feedback data in your analyses. It doesn’t tell the complete story. In fact, it could set you up for a lot of false positives.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Actionable Insights 140

Intercom, Inc.

FEBRUARY 13, 2020

. “So we’ve seen companies who have basically re-centralized their data into cloud data warehouses, and that is the source of truth. It’s a system of record, and they’re marrying together both the unstructured data and the structured data to do really interesting marketing.”.

Omnichannel 181

Omnichannel Unstructured Data Machine Learning Structured Data 181

Confirmit

DECEMBER 14, 2016

We’ll also look at the integration of unstructured and structured data to bring insights to life to inspire employees. How to motivate your team: The role of viral change in killing the “command and control” ethos, empowering and enabling everyone in the organization from the bottom up.

CX 40

CX Voice of the Customer VOC Predictive Analytics 40

VOZIQ

JUNE 16, 2022

Enhance retention impact by leveraging unstructured data. Include unstructured data in your analysis to decipher complex customer behavioral patterns. Sole reliance on structured data sources will fail to understand the risk until it is too late or missing several addressable opportunities.

Unstructured Data 40

Unstructured Data Customer Retention Contact Center Structured Data 40

VOZIQ

JUNE 16, 2022

Enhance retention impact by leveraging unstructured data. Include unstructured data in your analysis to decipher complex customer behavioral patterns. Sole reliance on structured data sources will fail to understand the risk until it is too late or missing several addressable opportunities.

Unstructured Data 40

Unstructured Data Customer Retention Contact Center Structured Data 40

Zendesk

FEBRUARY 10, 2022

Set up tools for collecting customer data. Evaluate both structured and unstructured data to develop a comprehensive understanding of your customers and their interactions with your brand. Structured data is quantitative information such as names, geolocations, and credit card transactions.

Customer Experience 98

Customer Experience CX Customer Journey Map Touchpoint 98

Lumoa

JUNE 26, 2023

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 Customer Experience Net Promoter Score Customer Satisfaction 83

Totango

AUGUST 23, 2017

Organizations can use data to grow from low adoption, to high adoption, and finally to effective adoption. Currently, only 25% of benchmarked companies are using data analytics to predict churn, and only 13% to predict expansion opportunities.

Customer-Centric Organization 65

Customer-Centric Organization Structured Data Sales Education 65

DMG Consulting

OCTOBER 18, 2017

Currently, there are two categories of speech analytics vendors in the market: a large group of competitors who sell basic applications that focus on identifying key words and phrases, and a smaller set of feature-rich solution providers who offer extensive business intelligence platforms that provide enterprise-level data.

Contact Center 48

Contact Center Text Analytics Artificial Intelligence Machine Learning 48

DMG Consulting

FEBRUARY 25, 2019

Speech and text analytics provide essential input into the CJA process by capturing spoken and written conversations and converting them into structured data for analysis. Leading organizations are combining self-service with live agent support to pre-engineer effortless service experiences.

AI 48

AI VOC Text Analytics Predictive Analytics 48

Lumoa

FEBRUARY 16, 2023

Analyzing VoC data is just as critical as getting the data. Here are three things to help analyze your VoC data. Prepare and Structure Data Unstructured data sources are pervasive in business and need to be effectively managed.

VOC 94

VOC Customer Feedback Voice of the Customer Customer Experience 94

ProProfs

APRIL 25, 2019

The Internet is a technology that allows us to accumulate and structure data without any territorial limitations. Universities accumulated knowledge and attracted everyone who could dive into the system and contribute to the knowledge base later on. Even YouTube tutorials and lectures mark a breakthrough.

Education 75

Education Non-Profits Structured Data Technology 75

PeopleMetrics

JULY 31, 2018

Unlike structured data, which are easy to display graphically or in tables, each piece of unstructured data is different—unique to each customer who took the time to provide it. The following is a unifying framework that gives examples that I hope will make this clear: Making Sense of Unstructured Feedback.

Text Analytics 79

Text Analytics VOC CEM Unstructured Data 79

Taylor Reach Group

SEPTEMBER 29, 2020

Third, your CRM should provide enhanced data reporting and retrieval through automated-surfacing of insights and an optimized data storage and retrieval structure. Data is useless unless you use it and there are so many companies today collecting boatloads of unused customer information.

Contact Center 85

Contact Center CRM Artificial Intelligence Customer Relationship Management 85

Lumoa

FEBRUARY 9, 2023

Text Analytics Text Analytics (text mining) includes a set of techniques that structure information arriving in text format— for instance free text customer feedback. The purpose is to convert unstructured text into meaningful structured data to support business analysis and decision-making.

Customer Experience 178

Customer Experience Net Promoter Score Customer Satisfaction Customer Feedback 178

Lumoa

JANUARY 19, 2023

Train in Reporting and Story-telling Data reporting is a crucial skill that entails gathering, evaluating, and structuring data into an understandable format. As statistics and data can become dull over time, more and more businesses are turning to storytelling to improve employee engagement.

Customer Experience 94

Customer Experience Net Promoter Score CX NPS 94

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. Topic analysis reveals topics that are most talked about.

Text Analytics 121

Text Analytics NPS Customer Feedback Sentiment Analysis 121

Zendesk

APRIL 16, 2021

Let CNBC, Yahoo, or ESPN do all the work on UX patterns and how to structure data, and apply that to your own blog.”. “So, don’t approach it as a library—make it look like the sites that people already use to consume content. How to generate leads through email.

Social Media 98

Social Media B2B Sales Start-ups 98

SurveySensum

MARCH 3, 2022

Semantria Storage and Visualization (SSV) allows you to collect, store, and analyze texts to generate reports and structure data to identify trends. . Semantria is a cloud-based tool to recognize natural languages from words. Best Features. Text Analytics for Robotic process automation.

Voice of the Customer 52

Voice of the Customer VOC Sentiment Analysis Close the Loop 52

Lumoa

MARCH 20, 2018

text analytics Text Analytics (text mining) includes a set of techniques that structure information arriving in text format— for instance free text customer feedback. The purpose is to convert unstructured text into meaningful structured data to support business analysis and decision making.

Customer Experience 114

Customer Experience Net Promoter Score NPS CEM 114

Comm100

AUGUST 21, 2018

Chatbot “training” is possible in the sense that chatbots can use machine learning to convert user interactions into structured data. Depending on where you see room to improve your customer service metrics, turn to your chatbot and/or agent training process to get to the root of the problem, and begin to remedy it.

Mystery Shopping 45

Mystery Shopping Customer Service Customer Experience Net Promoter Score 45

Comm100

AUGUST 21, 2018

Chatbot “training” is possible in the sense that chatbots can use machine learning to convert user interactions into structured data. Depending on where you see room to improve your customer service metrics, turn to your chatbot and/or agent training process to get to the root of the problem, and begin to remedy it.

Mystery Shopping 40

Mystery Shopping Customer Service Customer Experience Net Promoter Score 40

Lumoa

MARCH 20, 2018

text analytics Text Analytics (text mining) includes a set of techniques that structure information arriving in text format— for instance free text customer feedback. The purpose is to convert unstructured text into meaningful structured data to support business analysis and decision making.

Customer Experience 64

Customer Experience Net Promoter Score NPS Customer Journey Map 64

Intercom, Inc.

OCTOBER 13, 2022

With messenger-first tickets, you can use bots to capture structured data, saving your agents’ time and removing back-and-forth steps to collect information. No matter what your customer needs, you can give them a personal, modern, rich experience that drives up their happiness, engagement, and satisfaction.

Start-ups 118

Start-ups Customer Satisfaction Customer Experience Machine Learning 118

Steven Van Belleghem

MAY 19, 2020

We see this evolution on progressing over two dimensions: the complexity of the tasks and the complexity of the data that is handled in those tasks. At the basic level, we plan to achieve efficiency through the automation of simple tasks that handle structured data.

Contact Center 52

Contact Center Start-ups AI Customer Experience 52