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

InMoment XI

DECEMBER 10, 2024

A churn prediction tool like InMoment simplifies this process by leveraging analytics to highlight these at-risk profiles and segments. Leverage analytics to understand their pain points and goals. It leverages CX integrations to connect and collect feedback from every channel, making it easier to act on.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

OCTOBER 30, 2024

Mendix ) Human agents and advisers remain the highest-rated channel for customer satisfaction, with 20% of customers willing to switch insurers if their adviser left. Mendix ) Human agents and advisers remain the highest-rated channel for customer satisfaction, with 20% of customers willing to switch insurers if their adviser left.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

InMoment XI

JANUARY 22, 2025

Its an ideal solution for keeping listings consistent and accurate across all the online channels where customers may search for a local physical store. These tools are especially useful for multi-location businesses that need to maintain and update separate pages for each location.

Software 195

Software Management Social Media Multi-Channel 195

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

Retently

JANUARY 13, 2025

Choosing a CES tool that fits your business needs whether its for automation, real-time feedback, or advanced analytics ensures you can collect meaningful data and act on it effectively. Real-Time Data Analytics and Reporting With real-time analytics, you can monitor responses as they roll in and immediately spot trends or issues.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

CloudCherry

FEBRUARY 13, 2018

And CloudCherry’s latest predictive analytics enhancements provide companies the competitive edge to unravel customer sentiment, not just more accurately, but in real-time. The post Powering Sentiment Analysis with Machine and Deep Learning appeared first on CloudCherry. says Arvi Krishnaswamy, VP Products at CloudCherry.

Analysis 186

Analysis Multi-Channel Trends Policies 186

eglobalis

JULY 2, 2024

Comprehensive feedback from multiple sources, integrating Voice of the Customer (VOC), metrics, measurements, data analytics, real-time sentiment analysis, and evolving AI developments, is essential for gaining a complete customer understanding. In today’s volatile environment, customer sentiment can change rapidly.

NPS 450

NPS Feedback Net Promoter Score B2C 450

Thematic

APRIL 3, 2025

By 2027, 87% of CX leaders plan to use AI-driven text analytics to power their customer interactions. Text analytics —especially when powered by AI—is changing that. The text analytics market is expected to skyrocket from around $29 billion to over $78 billion in the next few years. Let’s start.

Analytics 62

Analytics Trends Marketing Social Media 62

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 Tools 62

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

Retently

DECEMBER 10, 2024

From sleek interfaces to powerful analytics, these alternatives are all about helping you listen to and learn from your customers. Choose an intuitive tool with essential features like customizable templates, automation workflows and real-time analytics. Look for key features like customization, logic branching and real-time analytics.

Multi-Channel 78

Multi-Channel Omni-Channel Analysis Survey 78

Thematic

FEBRUARY 5, 2025

If you feel like you are drowning in a sea of customer feedback and struggling to pinpoint the real concerns, then you are experiencing text analytics challenges. That’s why text analytics is important. Let’s take a look at some of the common text analytics challenges.

Analytics 62

Analytics Analysis Social Media Multi-Channel 62

SurveySensum

FEBRUARY 17, 2025

Text Analytics Tools. What Are Text Analytics Tools? In simple terms, text analytics tools leverage machine learning, NLP, and other AI capabilities to break down unstructured data from customer feedback, online reviews, customer support chat, etc. But, How Do Text Analytics Tools Work? So whats the solution here?

Analytics 52

Analytics Tools Multi-Channel Analysis 52

InMoment XI

FEBRUARY 8, 2024

A contact center is a centralized facility or department used by organizations to manage customer interactions through various communication channels, such as phone calls, emails, chat, and social media. Conversational Analytics Conversational analytics utilize advanced technologies to analyze spoken or written conversations.

Contact Center 195

Contact Center Multi-Channel First Call Resolution Social Media 195

Calabrio

MARCH 4, 2025

Analytics Conversation Intelligence: What It Is and Why You Need It Share Conversation Intelligence: What It Is and Why You Need It What Is Conversation Intelligence? Conversation intelligence gathers and interprets customer interactions across various communication channels.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

Lumoa

JANUARY 11, 2022

NPS surveys or full NPS analytics? The question of “What should you invest in: survey or analytics?” And without great analytics, you would not understand your data. However, when debating survey vs. analytics, professionals often forget why they started the customer experience management program in the first place.

NPS 243

NPS Software Net Promoter Score Survey 243

InMoment XI

JANUARY 12, 2024

Here is a breakdown of how conversation intelligence operates: Data Collection: Conversation intelligence platforms can work as part of an omnichannel contact center to gather data from various sources, including audio recordings of phone calls, video conferences, chat transcripts, emails, and other written communication channels.

e-support 195

e-support Healthcare Multi-Channel Call Center 195

SurveySensum

DECEMBER 30, 2024

CustomerGauge has been specifically built to cater to B2B and handle complex, multi-touchpoint journeys and various account sizes. It helps businesses manage multi-contact, hierarchical customer structures. Why Look for CustomerGauge Alternatives? Top 10 CustomerGauge Alternatives in 2025 1. Top 10 CustomerGauge Alternatives in 2025 1.

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

BirdEye

MARCH 6, 2025

That was Black Bear Diner s goal as a multi-location restaurant aiming to stand out among hungry diners. A multi-location business will benefit from local SEO , ensuring that each location appears in relevant search engine results. Ensure all information is accurate and matches other online channels. Increase online presence.

Tips 85

Tips Tools Social Media Multi-Channel 85

BirdEye

NOVEMBER 18, 2024

Managing social media requires juggling content creation, scheduling, analytics, and engagement – tasks that can overwhelm even experienced marketers. Social media AI tools combine artificial intelligence and machine learning (ML) to automate content creation, scheduling, analysis, and engagement across social platforms.

Social Media 59

Social Media Tools Multi-Channel Guidelines 59

Brandwatch CX

FEBRUARY 2, 2019

From the smallest independent store to the largest multi-national brand, every business knows they need to be on social media. Having the right tools to conduct social media analysis means you can benchmark your efforts and compare different strategies. Inbuilt Social Media Analytics Tools. Pinterest Analytics.

Social Media 116

Social Media Analytics Tools Analysis 116

BirdEye

NOVEMBER 20, 2024

Managing a multi-location dental practice requires your teams to juggle patient care, staff coordination, reputation , appointments, and communications daily. Studies show that 35% of dentists already use AI, and 76% report improved workflows and predictive analysis as the top benefits.

Multi-Channel 52

Multi-Channel Insurance Chatbots Analytics 52

Thematic

FEBRUARY 24, 2025

That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Use AI and sentiment analysis to uncover trends and emotions. Align teams and predictive analytics to anticipate needs.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Lumoa

APRIL 28, 2024

But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights.

Self Service 195

Self Service Customer Journeys Multi-Channel Feedback 195

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Interaction 98

Interaction Analytics Call Center Contact Center 98

NetBase

APRIL 5, 2019

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! It’s a process that can only be accomplished with the help of social analytics tools. If your budget allows, best-in-class AI-supported analytics are the goal. WHAT IS SOCIAL MEDIA ANALYTICS?

Social Media 99

Social Media Analytics Tools Marketing 99

BirdEye

DECEMBER 30, 2024

Managing a multi-location mortgage business in today’s fast-paced market requires juggling multiple priorities: client relationships, loan processing, compliance requirements, and team coordination. However, details can slip out when your agents process multiple applications, especially for a multi-location operation.

Multi-Channel 52

Multi-Channel Social Media Analysis Financial 52

Optimove

DECEMBER 10, 2024

Enhanced Control Over Complex Marketing : With tools like predictive analytics and real-time personalization, marketers can anticipate customer needs, automate complex workflows, and maintain precise control over multi-channel strategies. Speed Meets Creativity Speed can often come at the cost of creativity.

Multi-Channel 52

Multi-Channel Analysis Social Media Exercises 52

Thematic

MARCH 2, 2025

This staggering statistic highlights why businesses must prioritize customer insights and invest in analysis tools to understand their audience better. Consumer analytics organizes that data into trends, like how many visitors leave a page without making a purchase. So, what are customer insights?

Customer Insights 62

Customer Insights Analysis Social Media Analytics 62

BirdEye

DECEMBER 28, 2024

Specialized enterprise social media management software can address the unique needs of large multi-location businesses, providing tools to simplify operations and enhance customer engagement. Therefore, balancing a local presence, maintaining a consistent brand identity, and streamlining content publishing are critical for long-term success.

Social Media 52

Social Media Software Management Multi-Channel 52

Lumoa

FEBRUARY 14, 2024

A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. Benchmark Against Competitors Competitive analysis is also highly insightful during a CX audit. So, your CX strategy needs to ensure your customer journey is smooth, with as few touchpoints and channel switches as possible.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

inQuba

MARCH 12, 2025

Brand Sentiment Analysis : Analysing online reviews, comments, and social media conversations provides insights into the overall perception of a brand among consumers. Consumer sentiment analysis and social listening are effective tools for assessing emotional engagement and brand perception.

ROI 52

ROI Customer Retention Connections Measurement 52

BirdEye

NOVEMBER 21, 2022

When it comes to social media, analytics is everything. Thankfully, social media analytics is becoming easier and more accessible. In this blog, we’ll show you why social media analytics is important, talk about ways to get started, and how best to use social media data to gain valuable insights for your marketing efforts.

Social Media 98

Social Media Analytics Multi-Channel Metrics 98

Brandwatch CX

SEPTEMBER 21, 2022

From the smallest independent store to the largest multi-national brand, every business knows they need to be on social media. Having the right tools to conduct social media analysis means you can benchmark your efforts and compare different strategies. Inbuilt Social Media Analytics Tools. Pinterest Analytics.

Social Media 98

Social Media Analytics Tools Analysis 98

NobelBiz

NOVEMBER 26, 2024

Why You Need to Ask This: Understanding which features are standard, such as IVR, call recording, analytics, and reporting, helps you avoid overpaying for the necessary tools. Answer: The platform supports smooth scaling, so you can expand to new communication channels, integrate advanced tools, and add more agents.

Call Center 52

Call Center Multi-Channel Contact Center Analytics 52

InMoment XI

SEPTEMBER 16, 2024

Therefore, email remains one of the most reliable channels for organizations to gather customer feedback. Organize and respond to feedback The first step to effective feedback management is organizing the patient feedback coming from various channels.

Feedback 195

Feedback Healthcare Hospitality Wait Times 195