Unstructured Data and Voice of the Customer

Five Keys To Driving Voice of the Customer Success

CX Accelerator

FEBRUARY 12, 2018

If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. To be able to know and understand what customers want, companies must listen to their customers. That’s why companies are implementing some type of voice of the customer (VoC) program.

Voice of the Customer

Voice of the Customer VOC Close the Loop Unstructured Data

Unstructured Data: Mining the Gold

InteractionMetrics

JUNE 16, 2016

Unstructured data presents a goldmine of information, but mining that gold is no easy task—it requires coding with detailed text analysis. To be clear, unstructured data includes customer survey text comments, customer service calls, emails, chats, reviews, and other narrative sources of information.

Unstructured Data

Unstructured Data Data Mining Voice of the Customer Customer Survey

11 best Voice of the Customer tools to listen to your customers effectively

SurveySensum

MARCH 3, 2022

11 best Voice of the Customer tools to listen to your customers effectively. Studies state that companies still find it difficult to stand out in the competition based on the customer experience they provide. As per Gartner Group, 89% of the companies still compete to stay on top in the minds of customers. .

Voice of the Customer

Voice of the Customer Sentiment Analysis VOC Close the Loop

Webinars

Turn Payments Into Personalization: Unlock the Value of Transaction Data

The Pragmatic Path to Composability: Creating Efficient Commerce Systems

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New Partnership: Lumoa in joint partnership with Forsta

Lumoa

OCTOBER 31, 2021

The Lumoa platform has been integrated into Forsta’s world-class experience platform to provide advanced AI-driven analytics to customers seeking to quickly identify the trends and insights that matter the most. Both solutions also support more than 60 international languages.

VOE

VOE VOC Unstructured Data Artificial Intelligence

How to Create a Voice of Customer Template for Your Business

Lumoa

FEBRUARY 16, 2023

A voice of the customer (VoC) is the process of gathering customer feedback to discover what they need, want, and expect from you. The goal is to better understand your customers, earn their trust, and improve customer experience. Without customers, there is no business.

VOC

VOC Unstructured Data Customer Feedback Net Promoter Score

8 Essential Capabilities You Need for Interaction Analytics

Uniphore

SEPTEMBER 22, 2021

Interaction analytics takes unstructured data from customer interactions across multiple channels and harnesses it to let you understand the true voice of the customer. For the true voice of the customer, you need to understand interactions no matter where they are happening.

Unstructured Data

Unstructured Data Machine Learning Contact Center AI

Level Up Your VoC Program

CX Accelerator

OCTOBER 9, 2018

Breaking free from survey mentality with unstructured customer feedback. It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. Consumers are not as likely to fill out surveys as they once were. Exciting times for CX professionals!!

VOC

VOC Unstructured Data Close the Loop Social Media

Confirmit CX Expert Series: Ryan Denny - Bupa Global

Confirmit

JANUARY 31, 2020

The sheer scale and diversity of unstructured data sources is daunting. They are critical to determine customer intent, keep abreast of vital market trends, or get early warning of product or service issues. Voice of the Customer Videos. Ignoring them is not an option. GSK, LexisNexis, Mars Inc.,

Text Analytics

Text Analytics Unstructured Data Voice of the Customer CX

Confirmit Horizons Version 2019.05 Fact Sheet

Confirmit

JANUARY 16, 2020

Seamlessly integrate data from and to third-party business systems to generate richer, more actionable business insights. Leverage state-of-the-art artificial intelligence techniques to uncover new insights from the wealth of structured and unstructured data. What is Confirmit Horizons Version 2019.05?

Unstructured Data

Unstructured Data Sentiment Analysis Close the Loop Artificial Intelligence

Confirmit Horizons Version 24

Confirmit

OCTOBER 11, 2018

Confirmit Horizons™ Version 24 is the latest release of our award-winning software for Voice of the Customer, Voice of the Employee, and Market Research programs. Seamlessly integrate data from and to third party business systems to generate richer, more actionable business insights.

Unstructured Data

Unstructured Data Sentiment Analysis Close the Loop Artificial Intelligence

The Many Voices of Customer Experience

CX Journey

JULY 9, 2015

Think those are the only voices you should be listening to in order to improve the customer experience? There are many voices that are key to total understanding. Voice of the Partner (VoP) includes similar data formats from and about your partners, including suppliers, franchisees, and more.

VOE

VOE Unstructured Data Customer Experience VOC

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

PeopleMetrics

JULY 31, 2018

The question then becomes this: how do we make sense out of these unstructured comments from customers? 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. Humans (Open-Ended Coding).

Text Analytics

Text Analytics VOC Unstructured Data CEM

Connecting CX and EX to Deliver An Effective Hybrid Contact Center Workforce

Execs In The Know

DECEMBER 6, 2021

Additionally, identify common or key topics of interest across the two sets of feedback (from employees and customers) and incorporate this intelligence within your analytics. #2: Understand what the most impactful irritants are for customers and employees and fix those first. 2: Uncover Key Irritants.

Contact Center

Contact Center CX Unstructured Data Social Media

Connecting CX and EX to Deliver An Effective Hybrid Contact Center Workforce

Execs In The Know

DECEMBER 6, 2021

Additionally, identify common or key topics of interest across the two sets of feedback (from employees and customers) and incorporate this intelligence within your analytics. #2: Understand what the most impactful irritants are for customers and employees and fix those first. 2: Uncover Key Irritants.

Contact Center

Contact Center CX Unstructured Data Social Media

Transforming the Customer Experience with Big Data

CX Journey

JULY 10, 2014

To do that, we must have the right data at our fingertips. What is the right data? Analysis takes many forms because there will be many different types of data to make sense of. You''ll conduct linkage analysis to link customer and employee data, customer feedback with operational metrics, and all data to financial measures.

Unstructured Data

Unstructured Data Customer Experience VOE Data Mining

Pink Goldfish and Data Bulldogs: The Denver CX Summit

Confirmit

APRIL 29, 2019

Also remember that with every survey you are putting miles on your customers and wearing them out. Try using unstructured data to capture feedback without having to ask for it at every touchpoint. Voice of the Customer Company Best Practices. Sean Albertson, Deconstructing the Loyal Client Journey.

CX

CX Unstructured Data VOC NPS

Contact Center Trends 2021: The CX Watershed

Fonolo

NOVEMBER 17, 2020

With that in mind, Data Scientists have become more desirable since it’s the management and use of all this data that will be the key differentiator. Ultimately, businesses need to find more ways to connect the mix of structured and unstructured data, helping them better address their customers’ needs.

Contact Center

Contact Center CX Social Media Omnichannel

What is Voice of the Customer (VoC)?

Confirmit

MAY 29, 2018

What is Voice of the Customer (VoC)? Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. Why Does Voice of the Customer Matter?

Voice of the Customer

Voice of the Customer VOC Net Promoter Score Customer Journey Map

Five Strategic Enablers Of AI-Driven Retention Transformation

VOZIQ

NOVEMBER 13, 2022

It is especially important considering that most of your customer data— as much as 80% —is available in unstructured form. This unstructured data is the voice of the customer and holds the key to unlocking complex customer behaviors and needs. Predictive Modeling.

AI

AI Unstructured Data Customer Retention Machine Learning

Tech Customer Success

Five Keys To Driving Voice of the Customer Success

Unstructured Data: Mining the Gold

Webinars

Trending Sources

11 best Voice of the Customer tools to listen to your customers effectively

Webinars

New Partnership: Lumoa in joint partnership with Forsta

How to Create a Voice of Customer Template for Your Business

8 Essential Capabilities You Need for Interaction Analytics

Level Up Your VoC Program

Confirmit CX Expert Series: Ryan Denny - Bupa Global

Confirmit Horizons Version 2019.05 Fact Sheet

Confirmit Horizons Version 24

The Many Voices of Customer Experience

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

Connecting CX and EX to Deliver An Effective Hybrid Contact Center Workforce

Connecting CX and EX to Deliver An Effective Hybrid Contact Center Workforce

Transforming the Customer Experience with Big Data

Pink Goldfish and Data Bulldogs: The Denver CX Summit

Contact Center Trends 2021: The CX Watershed

What is Voice of the Customer (VoC)?

Five Strategic Enablers Of AI-Driven Retention Transformation

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