Optimove

NOVEMBER 26, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: Building a successful post-purchase journey requires a careful balance of strategy, data insights, and phased implementation. It’s not just about keeping customers engaged—it’s about creating personalized, multi-channel experiences that drive loyalty and revenue.

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

Calabrio

MARCH 4, 2025

Conversation intelligence gathers and interprets customer interactions across various communication channels. Sentiment analysis: Customer sentiment analysis gauges the emotional content or tone of a conversation. Understanding sentiment is crucial for improving customer experiences.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

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. Companies that actively apply customer insights boost retention, loyalty, and competitive advantage.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Lumoa

APRIL 28, 2024

More than 80% of business leaders see customer experience as a growing priority in 2024. But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? That’s where customer experience platforms come in.

Self Service 195

Self Service Customer Journeys Feedback Multi-Channel 195

Lumoa

JANUARY 11, 2022

For that, leaders should stop spending all their time collecting and analyzing by trusting it to the right tools and spend time on driving product and customer experience changes by looking at the results of customer feedback. It is all-in-one SaaS platform for collecting and analyzing customer feedback, including NPS feedback.

NPS 243

NPS Software Net Promoter Score Survey 243

SurveySensum

DECEMBER 30, 2024

CustomerGauge has been specifically built to cater to B2B and handle complex, multi-touchpoint journeys and various account sizes. Built from the ground up around the Accounts Experience methodology, CustomerGauge offers B2B brands guidance for customer surveying and revenue growth, among other things.

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Warm transfers” are a huge help in this area.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

Thematic

APRIL 3, 2025

Understanding the Text Analytics Market At its core, text analytics is all about turning unstructured text—like customer feedback, emails, support tickets, and social media posts—into something useful. Exponential growth in unstructured data (social media, emails, customer feedback). The challenge? The cloud.

Analytics 62

Analytics Trends Marketing Social Media 62

BirdEye

FEBRUARY 4, 2025

While a single negative review can impact customer sentiment, the right online reputation management tools help you monitor, respond, and build trust, ultimately driving revenue. If youre not actively managing it, youre leaving it to online reviews, social channels, and customer sentiment to define your brand reputation.

Tools 52

Tools Brands Management Multi-Channel 52

SurveySensum

FEBRUARY 17, 2025

stop words, special characters) and structures the text for analysis. Text Categorization : AI categorizes feedback into predefined topics or custom tags, such as product issues, service complaints, or feature requests. This step can help businesses identify trending themes or popular issues among customers.

Analytics 52

Analytics Tools Multi-Channel Analysis 52

SurveySensum

DECEMBER 24, 2024

Comparison Table of the Top 15 SurveyMonkey Alternatives & Competitors in 2025 SurveyMonkey Alternatives Features Free Trial Free Version Pricing G2 Rating SurveySensum Inbuilt survey templates Provide AI-enabled text analytics Powerful dashboard for quick view analysis Enables integration with HubSpot, Zendesk, and more.

Multi-Channel 52

Multi-Channel NPS Survey Analysis 52

SurveySensum

NOVEMBER 26, 2024

This AI-enabled experience management solution helps you identify top customer sentiments from unstructured data with its text analysis and gives you actionable insights. It helps you with advanced analysis and provides you with a well-formed action plan by extracting insights from feedback.

Comparison 52

Comparison Effort Score Analysis Self Service 52

Thematic

FEBRUARY 5, 2025

You're sitting on a customer insight goldmine if only you dig deep enough. Within that data sprawl lies the clues to understanding what makes your customers happy, angry, and everything in between. This is why qualitative data analysis is tricky. Sifting through endless feedback can feel like an impossible task.

Analytics 62

Analytics Analysis Social Media Multi-Channel 62

SurveySensum

JANUARY 16, 2025

What is Qualtrics Platform Overview Qualtrics is a popular experience management tool businesses use to design their CX strategies and improve customer experience. Some of the notable byproducts of Qualtrics are Customer XM, Employee XM, Brand XM, Design XM, Core XM, and XM Dscvr. Lets now explore some pros and cons of Qualtrics.

Comparison 52

Comparison Effort Score Analysis Multi-Channel 52

SurveySensum

FEBRUARY 6, 2025

The CX experts will help you with advanced analysis and provide you with a well-formed action plan by extracting insights from feedback and all of this will be aligned with your business goals and KPIs. QuestionPro : QuestionPro user interface is slightly different and user-friendly than that of Qualtrics.

Tools 52

Tools Comparison Self Service Analysis 52

ReviewTrackers

OCTOBER 19, 2018

The Rise of the Customer Insight and Action Platform. The ability to capture and act on consumer insights (CI) — often defined as an interpretation of trends in human behaviors — can equip companies with the information they need to foster customer loyalty, deliver better customer experiences, and drive improved business results.

Customer Insights 56

Customer Insights Strategy Multi-Channel Social Media 56

Optimove

FEBRUARY 23, 2025

Snowflake Data Shares : Optimove now provides brands full access to all their data, including customer profiles, campaign and engagement history, and more. Marketers can query data, create custom views, and export insights for downstream analysis.

Multi-Channel 52

Multi-Channel Gamification Self Service CRM 52

Storyminers

DECEMBER 22, 2017

First, there are concepts you need to get right internally: Your Customer Experience strategy. One of the key components to improving customer experience, and to making a success of any CX program, are the actions you take in response to customer insight and information, and this is aided by a well-designed strategy.

Customer Experience 138

Customer Experience Self Service Multi-Channel Customers 138

Comm100

MAY 4, 2023

By leveraging the information that is collected and stored within live chat software, banks can provide more personalized and helpful support – in real-time and through analysis. In real-time, a live chat agent can view information about the customer including geography and previous chat history.

Banking 130

Banking Customer Experience Multi-Channel Video 130

ReviewTrackers

OCTOBER 19, 2018

The Rise of the Customer Insight and Action Platform. The ability to capture and act on consumer insights (CI) — often defined as an interpretation of trends in human behaviors — can equip companies with the information they need to foster customer loyalty, deliver better customer experiences, and drive improved business results.

Customer Insights 50

Customer Insights Strategy Multi-Channel Social Media 50

BirdEye

DECEMBER 19, 2024

Here are the key benefits that make AI marketing strategy essential for modern businesses: Enhanced customer insights AI tools dig deeper into customer data than traditional analytics ever could. Enhanced customer experience Perhaps the most significant benefit is the improved customer experience.

Strategy 52

Strategy Marketing Social Media Hospitality 52

Experience Matters

APRIL 7, 2015

Clarabridge is the only platform that can easily connect to all sources of customer feedback and analyze it in aggregate. Our services team has helped with over 1,000 customer experience management initiatives. We brought the industry’s first customer engagement hub to market. Confirmit.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

inQuba

MAY 23, 2022

More than ever, customers interact with organizations on journeys that cut across touchpoints, often managed by different functions. As such, their journeys are multi-touch, omni-channel and cross functional. Customers can be guided personally and contextually depending upon their behavior and goals. McKinsey & Co.

Customer Journeys 98

Customer Journeys Omni-Channel Management Multi-Channel 98

NobelBiz

JULY 25, 2023

Customer Interaction Analytics also serves as a tool used by supervisors to analyze what interactions the team is having and to determine the most successful communication channels for a given campaign. These platforms provide a goldmine of data regarding customer sentiment and brand perception.

Interaction 98

Interaction Analytics Call Center Contact Center 98

BirdEye

SEPTEMBER 20, 2024

Birdeye Insights AI Insights AI is a powerful tool that helps businesses gather and analyze customer feedback across multiple channels, including reviews, surveys, and local SEO data. This unique approach enables personalized interactions that foster customer loyalty and retention, leading to more meaningful connections.

Innovation 105

Innovation Social Media Multi-Channel Metrics 105

BirdEye

MARCH 9, 2021

Marketers at multi-location businesses have arrived at a true inflection point in which the world of customer acquisition and retention as we once knew it has rapidly shifted. Now new customers instead find the businesses they patronize through searches, social, online listings and referrals. True Actionable Customer Insights.

Marketing 72

Marketing Net Promoter Score Multi-Channel Effort Score 72

BirdEye

MARCH 7, 2023

In this article, we’ll discuss the benefits of social media for business, provide tips on how to optimize your channels, and how to measure your social media success. Enhanced customer insights and feedback Social media enables businesses to collect meaningful insights via customer feedback.

Social Media 94

Social Media Tips Multi-Channel Infographics 94

BirdEye

AUGUST 6, 2024

Table of contents Overview of Birdeye and Chatmeter Key differences between Birdeye and Chatmeter Birdeye vs Chatmeter: Detailed feature comparison Customer testimonials prove to favor Birdeye FAQs on choosing Birdeye over Chatmeter So, what’s the conclusion of the Birdeye vs Chatmeter comparison debate?

Comparison 59

Comparison Multi-Channel Management Social Media 59

Dapresy

FEBRUARY 19, 2020

This convergence is not just about specific features and functionality of CX tools, it is about the convergence across the business – employee experience, customer insights, market research, data and analytics, and more.”. With this, there continues to be convergence – often happening by way of acquisition. About Confirmit.

Multi-Channel 94

Multi-Channel Software Report Analytics 94

Retently

AUGUST 15, 2024

These tools typically offer basic feedback mechanisms, which may be sufficient for surface-level insights but lack the depth required for more comprehensive analysis. The reporting and analytics capabilities are often limited, and customization options for surveys are generally restricted. Pro Plan : $249 per month.

Ecommerce 106

Ecommerce Retail Software Brands 106

BirdEye

AUGUST 21, 2024

Its functions include managing local SEO rankings, business listings, social media, customer engagement, and feedback. A unified retail marketing software allows multi-location businesses to centralize their marketing operations and gain a comprehensive view of customer experience management.

Retail 59

Retail Sales Multi-Channel Marketing 59

Retently

OCTOBER 23, 2024

Stores can use these surveys through various channels like email, in-app, chat/messenger, or SMS. While email remains the go-to option, certain touchpoints may benefit more from SMS or web pop-ups to reach customers where they are most active. Be Consistent : Ensure the same message is delivered across all channels to avoid confusion.

Ecommerce 109

Ecommerce Survey Retail NPS 109

BirdEye

MAY 24, 2024

Julie Coleman, Marketing Coordinator, Best-One of Monroe 14 key features where Birdeye excels over Podium In the Birdeye vs. Podium comparison , Birdeye’s unique and superior features make it the ultimate choice for multi-location businesses seeking to effectively manage their online reputation and generate new leads. Unmatched AI prowess 11.

Social Media 64

Social Media Multi-Channel Comparison Analysis 64

Think Customers

JULY 25, 2024

The Impact of Data Analytics, AI, and Real-Time Feedback Advancements in data analytics and real-time feedback mechanisms are transforming how companies gather and use customer insights. Companies like Tencent and Nestlé exemplify the integration of diverse metrics to drive customer-centric strategies and enhance relationships.

Metrics 40

Metrics Analysis Feedback NPS 40

Thematic

SEPTEMBER 24, 2024

Voice of the Customer (VoC) Analytics is the process of gathering, analyzing, and interpreting customer feedback across various touchpoints. Techniques like AI text analysis, sentiment analysis, and Natural Language Processing (NLP) are used to turn raw customer opinions into data-driven strategies.

Voice of Customer 62

Voice of Customer Analytics Tools Strategy 62

Thematic

SEPTEMBER 19, 2024

It helps you understand the motivations, preferences, and pain points driving customer behavior. Capturing VoC involves collecting and analyzing customer feedback through various channels. This integrated approach enables businesses to see the bigger picture and make informed decisions based on a wide array of customer inputs.

Voice of Customer 62

Voice of Customer Tools Social Media Analysis 62

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132