ECXO

JULY 10, 2024

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric.

Metrics 374

Metrics Analysis Feedback NPS 374

Lumoa

FEBRUARY 7, 2023

From qualitative to quantitative information, actively soliciting feedback to passively analyzing user behavior, text analysis to interviews, VoC data collection can run the gamut. With the help of voice and text analytics, the data analysis process is made even easier. That’s where Lumoa comes in.

Analysis 396

Analysis Data How To Customer Centricity 396

InMoment XI

DECEMBER 7, 2022

This type of analysis is called “driver analysis.” At InMoment, we use a technique called True Driver Analysis, which surpasses other approaches in quality of results. A Visual of InMoment Driver Analysis. Question #5: Why Does the Approach You Use to Understand These Moments Matter?

Analysis 370

Analysis Customer Experience Call Center Experience Call Center 370

eglobalis

JANUARY 13, 2025

Reducing Customer Churn with Sentiment Analysis AI-powered sentiment analysis tools help organizations gauge customer emotions during interactions, enabling timely interventions to prevent churn. Salesforce Einstein Agents sentiment analysis feature flags dissatisfied customers, prompting agents to take corrective action.

Customer Experience 409

Customer Experience Marketing Chatbots e-support 409

ECXO

NOVEMBER 25, 2024

Framework for Analysis: Use a strategic alignment matrix to classify requests based on their impact and feasibility. Action Steps: Conduct customer cohort analysis : Identify patterns across demographics and verticals. Will it enhance our competitive advantage or dilute it?

Feedback 391

Feedback ROI Roadmap Analytics 391

eglobalis

NOVEMBER 3, 2024

This process begins with an introspective analysis to uncover the core values, strengths, and distinct qualities that define the company. Rather than adopting generic CX models, this tailored approach allows companies to shape customer experiences that authentically reflect their brand’s personality and vision.

B2B 514

B2B Culture Innovation Loyalty 514

eglobalis

FEBRUARY 3, 2025

Sentiment Analysis for Enhanced Engagement AI-powered sentiment analysis tools help B2B businesses understand customer emotions and tailor their responses accordingly. For instance, a retail client of Oracle improved its Net Promoter Score (NPS) by 15% by addressing negative sentiment identified through AI analysis.

B2B 381

B2B Customer Journeys Customer Experience Chatbots 381

ECXO

JUNE 11, 2024

A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko As we have explored, AI is fundamentally transforming the employee experience, touching every aspect from recruitment and onboarding to learning, development, and day-to-day engagement.

Employee Experience 334

Employee Experience Analysis Multi-Channel Employee Engagement 334

eglobalis

OCTOBER 21, 2024

To combat this, companies can benefit from tools such as sentiment analysis, Customer Data Platforms (CDPs), and other social media analytics that assess the emotional tone and urgency of complaints. Responding to every post may quickly become unsustainable, leading to burnout or compromised quality in engagement.

Social Media 497

Social Media Feedback Engagement Company 497

AWS Machine Learning

JANUARY 22, 2025

However, to describe what is occurring in the video from what can be visually observed, we can harness the image analysis capabilities of generative AI. We explain the end-to-end solution workflow, the prompts needed to produce the transcript and perform security analysis, and provide a deployable solution architecture.

Analysis 109

Analysis Video Management Financial 109

eglobalis

MARCH 24, 2025

This detailed analysis explores the current limitations that prevent AI agents from fully replacing human operators in contact centers, supported by practical examples from industry leaders across sectors, revealing why human involvement remains indispensable.

Contact Center 323

Contact Center Virtual Agent Chatbots Banking 323

Thematic

NOVEMBER 18, 2024

AI sentiment analysis helps you decode the human emotion in text. According to a recent Deloitte report, 40-50% of respondents listed sentiment analysis as a priority for the near future. In this article we’ll walk you through everything you need to know about using AI-powered sentiment analysis in your business.

Analysis 62

Analysis How To Multi-Channel Social Media 62

eglobalis

DECEMBER 17, 2024

Instead, dynamic alternatives such as Customer Effort Score (CES) , real-time sentiment analysis, and advanced AI-powered analytics offer deeper insights into customer behaviours. Integrating sentiment analysis for empathetic responses. AI unlocks value by: Automating common inquiries, reducing response times.

Net Promoter Score 337

Net Promoter Score Effort Score B2B NPS 337

Thematic

DECEMBER 10, 2024

Review sentiment analysis using AI tools helps you unpack what your customers feel about particular topics and track how that changes over time. In this article we’ll explore why sentiment analysis of reviews matters to your organization, and what you need to do to get started with your own program.

Analysis 62

Analysis How To Effort Score Multi-Channel 62

InMoment XI

DECEMBER 3, 2024

Enlighten: Key skills include CX data collection, analysis, and visualization to ensure actionable insights across the organization. For example, using surveys to collect feedback and sentiment analysis to understand emotional tone. It’s a static approach that doesn’t consider targeted outreach or customer feedback analysis.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

InMoment XI

NOVEMBER 14, 2024

Sentiment Analysis Competitor Analysis Multi-Platform Coverage Keyword and Hashtag Tracking Analytics and Reporting Content Creation and Scheduling CRM Integration A social listening tool lets you tap into online conversations around your business. Sentiment analysis also helps with effective customer service.

Tools 195

Tools Social Media Customer Experience Analysis 195

Thematic

JANUARY 7, 2025

That makes sentiment analysis key to improving experiences, refining strategies, and driving growth. Hence, the a need for automated sentiment analysis. So, in this blog, let's talk about automation with sentiment analysis tools. Why Automate Sentiment Analysis? Enter automated sentiment analysis model.

Analysis 62

Analysis Social Media How To Effort Score 62

eglobalis

FEBRUARY 24, 2025

Human-Led Decision-Making for Complex Journeys AI supports data analysis, but it cannot navigate intricate stakeholder needs in B2B customer journeys. Human-driven analysis lets Dell identify trends, align offerings and maintain relevance. Without trust-driven interactions, the technology remains incomplete.

B2B 288

B2B Culture Innovation Loyalty 288

eglobalis

NOVEMBER 12, 2024

Achieve this by establishing client-specific research processes, such as in-depth interviews and continual market analysis, to anticipate shifts that could affect the project. Understanding what keeps your client up at night and adjusting services to address those pressures goes a long way in showing that you value the relationship.

Customer Centricity 509

Customer Centricity Strategy B2B Consulting 509

InteractionMetrics

MARCH 13, 2025

Sentiment analysis reveals the emotions your customers feelbut knowing how they feel is only useful if you know why they feel the emotion in the first place. We provide comprehensive text analysis services that include sentiment analysis to deliver actionable insights you can use to improve the customer experience.

Analysis 52

Analysis Customer Experience Self Service Social Media 52

ECXO

NOVEMBER 19, 2024

Application in CX : • Post-Mortem Analysis : After every project or campaign, conduct a thorough analysis of what went right, what went wrong, and what can be improved. Customer Complaint Analysis : Treat complaints as learning opportunities. Continuous learning and adaptation are key to thriving in a competitive market.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

Very Best Service

JANUARY 9, 2025

One powerful tool for achieving this is sentiment analysis. What is Sentiment Analysis? Sentiment analysis, also known as opinion mining, is a natural language processing (NLP) technique that automatically extracts subjective information from text. How Can Sentiment Analysis Improve Customer Service?

Analysis 52

Analysis Tools Customer Service Competitive Advantage 52

InMoment XI

NOVEMBER 22, 2024

Feedback analysis also improves product strategy, ensuring you continue delivering value that retains and acquires clients. This advanced analysis helps you identify churn indicators and proactively recover at-risk customers. Additionally, it can perform competitor analysis by tracking what your competition is doing right or wrong.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

eglobalis

MARCH 4, 2025

To improve reliability, businesses implement real-time sentiment analysis, voice biometrics for authentication, and AI-powered call monitoring to refine accuracy over time. Technologies such as sentiment analysis and contextual AI allow agents to adapt responses based on user frustration levels, previous interactions, and emotional cues.

Self Service 198

Self Service Strategy Contact Center Virtual Agent 198

ECXO

OCTOBER 23, 2024

Sentiment analysis algorithms can process vast amounts of customer feedback from multiple sources, such as social media platforms, online reviews, and surveys. Sentiment Analysis for Real-time Feedback: Understanding customer sentiment is crucial for delivering exceptional customer support.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

SurveySensum

MARCH 12, 2025

Cross-tabulation analysis, or contingency table analysis, is a statistical method for examining categorical data by comparing two or more variables in a structured table. Cross-tabulation in research is essential for the data analysis process, enabling researchers to organize and interpret data effectively.

Analysis 52

Analysis Survey Airlines Net Promoter Score 52

InMoment XI

NOVEMBER 13, 2024

InMoment’s data analysis capabilities give you the power to automatically sort through your customer feedback data and detect sentiments such as intent to churn. Some common challenges businesses face include: Inaccurate Model Predictions Accurate model predictions require careful data analysis and calibration. References Semrush.

Customer Retention 195

Customer Retention How To Analysis ROI 195

Thematic

FEBRUARY 9, 2025

In our article about why customer sentiment analysis matters , we introduced you to Maya Angelou's famous quote: "People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” So, you are now probably wondering if sentiment analysis could work in your business.

NPS 62

NPS Analysis Sports Net Promoter Score 62

InMoment XI

OCTOBER 25, 2024

The insights you get from competitor analysis will help you find unique ways to win over customers to your tables. Sentiment Analysis Tracking what your customers are saying is not enough. You can accomplish this with sentiment analysis , a technique that helps you capture meaning and emotion from textual reviews.

Feedback 195

Feedback Management Social Media ROI 195

Thematic

JANUARY 29, 2025

For more tips on maximizing insights, check out our guide on customer review analysis. This is important because before you can spot pain points or trends, you need to make sure your data is ready for analysis. Applying Sentiment Analysis So you know what your customers are saying now, but do you know how they feel?

Analysis 62

Analysis Analytics Feedback Net Promoter Score 62