CX Accelerator

FEBRUARY 12, 2018

Also, there are reports that between 80-85% of information a business uses is in unstructured form. Businesses must do something with this unstructured data to use it in some purposeful way. This unsolicited feedback data can come from three places. According to the report, only 14% are successful with their VoC.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

Lumoa

APRIL 18, 2023

An analytics tool enables you to find the pain points across all of your customer touchpoints, both pre- and post-sale. Customer experience has been considered a differentiator for years—but it’s been hard to execute on CX improvement opportunities because of siloed and unstructured data. When do errors occur in product use?

Customer Experience 83

Customer Experience CX Net Promoter Score Unstructured Data 83

Ameyo Callversations

APRIL 21, 2022

This is driven by the customer’s need for a more personalized experience and businesses’ understanding that customer support is a crucial touchpoint for building brand loyalty. It creates a more personal touchpoint with the customer, builds trust and credibility, and can help to increase customer satisfaction and loyalty.

Contact Center 52

Contact Center Technology Technology Unstructured Data 52

Execs In The Know

DECEMBER 6, 2021

It’s literally a frontline touchpoint that impacts the bottom line of an organization. Use surveys, agent notes (unstructured data), and one-on-ones with frontline managers to identify what broken processes or poor technologies agents are dealing with day after day that are never fixed. 2: Uncover Key Irritants.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

It’s literally a frontline touchpoint that impacts the bottom line of an organization. Use surveys, agent notes (unstructured data), and one-on-ones with frontline managers to identify what broken processes or poor technologies agents are dealing with day after day that are never fixed. 2: Uncover Key Irritants.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

1 to 1

AUGUST 30, 2021

Conversational intelligence According to Forrester, conversational intelligence tools, like speech & text analytics and other voice-of-customer technology, “use natural language processing to capture unstructured data from remote spoken conversations between sellers and buyers.

B2B 29

B2B Sales Unstructured Data Text Analytics 29

CX Journey

JULY 10, 2014

Analysis takes many forms because there will be many different types of data to make sense of. You''ll need a way to crosstab, predict, identify key drivers, and prioritize improvements with survey data; mine and analyze your unstructured data; and track, review, and prioritize social media inputs and influencers.

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

SurveySensum

MARCH 3, 2022

A VOC tool is software that allows you to collect feedback and generate in-depth analysis reports from unstructured data. The ultimate aim of using it is to derive insights, make data-driven business decisions, and create exceptional customer experiences. . Collect feedback and generate insights from every touchpoint and text.

Voice of the Customer 52

Voice of the Customer Sentiment Analysis VOC Close the Loop 52

InteractionMetrics

MAY 28, 2019

Segment your data and code unstructured data—the point is to uncover themes! This is crucial because experiences are comprised of multiple touchpoints and personas. Standard #5: Find the Story in the Data! Make sure you can drill down and filter your results by key elements e.g., product, touchpoint, or associate.

Mystery Shopping 40

Mystery Shopping Double-Barreled Question Unstructured Data Non-Profits 40

Qualtrics

FEBRUARY 10, 2020

Listen - hear and understand EVERY customer, at EVERY touchpoint. Similarly, our new integration with Adobe Launch makes it easy to launch feedback requests across your entire digital ecosystem, and see the data in real-time alongside all your customer data. Voice, analyzed.

CX 58

CX Close the Loop Unstructured Data Social Media 58

Confirmit

APRIL 29, 2019

Try using unstructured data to capture feedback without having to ask for it at every touchpoint. You will likely find overlap, listening but no action, and gaps in your listening efforts. Also remember that with every survey you are putting miles on your customers and wearing them out.

CX 40

CX Unstructured Data VOC NPS 40

InteractionMetrics

OCTOBER 16, 2023

Note that often CX is defined ONLY as the touchpoints a customer has with a company. Measure to test your hypothesis (Even your unstructured data like reviews, conversations, and answers to open-ended text questions can be quantified.) Analyze the data, teasing out correlations and causation if possible. Interviews?

Customer Experience 52

Customer Experience Net Promoter Score Retail CX 52

Zendesk

FEBRUARY 10, 2022

Customer experience optimization is the process of gaining a deep understanding of your customers and enhancing the customer journey across all touchpoints. CX leaders and their teams must be empowered to deliver excellent experiences at every customer touchpoint. What is customer experience optimization?

Customer Experience 98

Customer Experience Unstructured Data Customer Journey Map Net Promoter Score 98

InteractionMetrics

JUNE 17, 2015

That’s because the best surveys are customized for your customers, your company and the specific touchpoints you are testing. There’s so much to cover with surveys, and it can take hundreds of hours to do even a simple survey well.

Customer Satisfaction 53

Customer Satisfaction Net Promoter Score NPS Touchpoint 53

Execs In The Know

MARCH 4, 2022

While analytics for single-touchpoint, single-channel interactions provide valuable insights into the effectiveness of your messaging at that juncture, they fall short of painting the full picture. Today’s consumers engage with businesses through a growing number of channels, creating a complex web of customer touchpoints.

Customer Journey Map 98

Customer Journey Map Touchpoint Machine Learning Unstructured Data 98

DMG Consulting

JULY 16, 2019

Answer: Customer journey mapping provides enterprises with a visual representation of the touchpoints that prospects or customers traverse when interacting with their organization, from the first touch through the last. Question: What’s the difference between customer journey mapping and customer journey analytics?

Customer Journey Map 67

Customer Journey Map Unstructured Data Social Media Contact Center 67

VOZIQ

FEBRUARY 25, 2022

When the traditional customer retention model doesn’t operate as a whole, retention activities become fragmented across different channels and functions, making it challenging to leverage customer data from multiple touchpoints.

Structured Data 40

Structured Data Unstructured Data Customer Retention ML 40

Sprinklr

JULY 22, 2021

Meanwhile, new channels are popping up all the time, and the volume of unstructured data from these sources continues to grow and grow. Point solution chaos: Different point solutions for different customer touchpoints create siloed feedback, disjointed insights, and less synergy between teams.

Unstructured Data 98

Unstructured Data Social Media Actionable Insights Artificial Intelligence 98

VOZIQ

NOVEMBER 13, 2022

This unstructured data is the voice of the customer and holds the key to unlocking complex customer behaviors and needs. Using data collected from every customer touchpoint and channel, predictive modeling helps you anticipate customer intent better. Predictive Modeling.

AI 52

AI Unstructured Data Customer Retention Machine Learning 52

Confirmit

MAY 29, 2018

Measure your customers’ satisfaction at different touchpoints across the customer journey, and across your various products and/or services. Analyze: Perform advanced analysis of the feedback, including structured and unstructured data, so you can improve business results and create a clear view of issues you need to address.

Voice of the Customer 40

Voice of the Customer VOC Net Promoter Score Customer Journey Map 40