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

InMoment XI

NOVEMBER 12, 2024

Conversely, social listening identifies larger trends and themes through audience analysis, competitive intelligence, and customer sentiment tracking. Competitive Analysis Social media monitoring tools do not only monitor mentions of your organization.

Social Media 360

Social Media Analysis Metrics Analytics 360

InMoment XI

SEPTEMBER 12, 2023

Competitive analysis offers you this lens. This article will walk you through how to conduct an effective competitive analysis, interpret the results, and turn those insights into actionable strategies. Preparing for a Comprehensive Competitive Analysis Before diving in, define clear objectives for your analysis.

Analysis 195

Analysis Marketing Competitive Advantage Analytics 195

Experience Investigators by 360Connext

FEBRUARY 6, 2024

CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. But we see teams fall into an all-too-common trap when they don’t focus on why they’re collecting these metrics. Few experienced professionals dare to venture off from these tried-and-true metrics. And that’s a problem.

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

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 Multi-Channel How To Social Media 62

InMoment XI

APRIL 13, 2022

Customer experience (CX) metrics are a CX program’s bread and butter. But it’s not easy—a CX metric score alone can’t create transformation. CX metrics aren’t one-size-fits-all. CX metrics aren’t one-size-fits-all. How are the metrics of field services, retail, call-center, first-contact resolution, etc.

Metrics 195

Metrics NPS Infographics Effort Score 195

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

InMoment XI

DECEMBER 7, 2023

Organizations must learn how to measure, manage, and act on customer experience KPIs and metrics so that they can deliver experiences that lead to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. What Are Customer Experience KPIs and Metrics?

Metrics 195

Metrics Net Promoter Score Measurement Effort Score 195

AWS Machine Learning

NOVEMBER 13, 2024

The financial and banking industry can significantly enhance investment research by integrating generative AI into daily tasks like financial statement analysis. Trend analysis and forecasting – Identifying trends and forecasting requires domain expertise and advanced mathematics.

Financial 98

Financial Analysis Trends Report 98

Lumoa

MAY 9, 2023

By leveraging sentiment analysis on customer feedback, businesses can understand and dig deep into the emotions of their customers, allowing them to identify and address pressing concerns, and fine-tune their products and services. You may be wondering how sentiment analysis can truly make a difference in your organization.

Analysis 195

Analysis Feedback Customer Experience Customers 195

Lumoa

AUGUST 8, 2023

This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today. Let’s check out the types of questions that can supercharge your VoC surveys.

Analysis 195

Analysis Survey Feedback How To 195

AWS Machine Learning

OCTOBER 9, 2024

Amazon Lookout for Metrics is a fully managed service that uses machine learning (ML) to detect anomalies in virtually any time-series business or operational metrics—such as revenue performance, purchase transactions, and customer acquisition and retention rates—with no ML experience required.

Metrics 88

Metrics Resources Analysis Data 88

Lumoa

APRIL 4, 2023

One of the best ways to do that is through a customer profile analysis. Even with such a simple explanation, it’s clear to see how conducting a customer profile analysis can result in business growth. This article will explore five of the most notable impacts of customer profile analysis on your company.

Analysis 195

Analysis Customer Retention Customer Journeys Customers 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

Brandwatch CX

JUNE 27, 2024

Master social media reporting with our guide: Strategies, tools, and metrics for effective analysis and actionable insights to shape your social strategy.

Social Media 96

Social Media Analysis Report Strategy 96

Think Customers

JULY 25, 2024

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. The Broader Critique of Singular Metrics The issue with NPS is not unique. Read the original here.

Metrics 40

Metrics Analysis Feedback NPS 40

SurveySensum

NOVEMBER 7, 2024

Limited In-Depth Analysis : The tool lacks advanced in-depth analysis of survey responses and only helps identify customer sentiments like happy, sad, etc. Users can measure key CX metrics like CSAT, NPS , etc effectively with this Qualaroo competitor. It offers the ability to add block-based questionnaire designs with a click.

Analysis 52

Analysis Feedback Multi-Channel Analytics 52

Thematic

AUGUST 2, 2024

Analyzing qualitative data through thematic analysis is a powerful tool that can unlock hidden meanings and reveal the "why" behind customer behavior. Thematic analysis can help you unlock thee valuable insights needed to align with your customers' expectations and elevate their experiences.

Analysis 62

Analysis Examples Report Tips 62

Brad Cleveland Blog

AUGUST 11, 2023

Metrics are not just there to report past activity. You will get a sense of how many opportunities you have for deepening relationships with … Continue reading → The post Use Metrics and Analysis to Drive Innovation appeared first on Brad Cleveland.

Analysis 46

Analysis Metrics Innovation Report 46

Feedbackly

JULY 25, 2024

Customer sentiment analysis remains a core element of feedback management for brands because it gives you critical insight into how your customers regard your brand and the product. But, what is sentiment analysis? What is Customer Sentiment Analysis? Why is Sentiment Analysis Important? How does it work?

Analysis 52

Analysis NPS Social Media Measurement 52

CloudCherry

SEPTEMBER 19, 2018

According to Gartner analyst Ed Thompson, it’s a challenge when you’ve got hundreds of metrics to track and multiple departments to apply these metrics to. To accurately measure your CEM’s ROI, you need to pay close attention to key metrics that will determine the outcome of any customer experience initiative.

ROI 256

ROI Financial CEM Metrics 256

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. The exact same criticism can be made about every metric for everything.

NPS 373

NPS Feedback Net Promoter Score B2C 373

eglobalis

NOVEMBER 3, 2024

This process begins with an introspective analysis to uncover the core values, strengths, and distinct qualities that define the company. Measure What Matters and Getting Clarity Traditional metrics often fall short in fully capturing the effectiveness of personalized CX strategies.

B2B 433

B2B Culture Innovation Loyalty 433

CloudCherry

SEPTEMBER 19, 2018

According to Gartner analyst Ed Thompson, it’s a challenge when you’ve got hundreds of metrics to track and multiple departments to apply these metrics to. To accurately measure your CEM’s ROI, you need to pay close attention to key metrics that will determine the outcome of any customer experience initiative.

ROI 225

ROI Financial CEM Metrics 225

eglobalis

AUGUST 19, 2024

While the Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty, sentiment, and ”satisfaction”, it’s clear that NPS alone isn’t sufficient—a topic we’ve explored before. This limitation questions its reliability as a sole metric for strategic decision-making.

NPS 308

NPS Net Promoter Score Effort Score Metrics 308

Thematic

AUGUST 10, 2024

The answer lies in using thematic analysis to explore and interpret all available data. Thematic analysis is a way to look at data and find patterns. In this article, we’ll talk about how thematic analysis can improve CX, especially with advanced AI-powered tools like Thematic. That’s what thematic analysis can do.

Analysis 62

Analysis Customer Experience How To Feedback 62

AWS Machine Learning

SEPTEMBER 25, 2024

However, RAG has had its share of challenges, especially when it comes to using it for numerical analysis. In this post, we explore how Amazon Bedrock Knowledge Bases address the use case of numerical analysis across a number of documents. This is the case when you have information embedded in complex nested tables.

Knowledge Base 120

Knowledge Base Analysis Financial Data 120

Thematic

SEPTEMBER 12, 2021

If you don’t know what’s driving your CX metrics, it’s hard to replicate success, let alone find ways to improve. Feedback analytics helps you transform all this text into meaningful themes and analyze the impact of these themes on your CX metrics. Why should businesses analyze CX metrics? NPS, CSAT, CES.it Think about it.

Metrics 117

Metrics Analytics Feedback Effort Score 117

CX University

MARCH 11, 2024

By leveraging best practices in omnichannel data analysis, organizations can gain valuable insights into the impact of their marketing efforts across various touchpoints, leading to more informed decision-making and optimized strategies.

Omni-Channel 52

Omni-Channel Analysis Data Touchpoint 52

eglobalis

JUNE 27, 2024

Firms like Segment, Oracle, SAS, Tealium, and Treasure Data use CDPs to enable real-time analysis and personalized customer interactions. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Strategy 369

Strategy Customer Experience Net Promoter Score Customer Centricity 369

ECXO

JULY 29, 2024

Firms like BlueConic, Adobe, RedPoint Global, and Exponea use CDPs to enable real-time analysis and personalized customer interactions. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Strategy 372

Strategy Customer Experience Net Promoter Score Effort Score 372

Thematic

DECEMBER 12, 2023

Thus, feedback collection and analysis help adapt to changing customer needs and market dynamics. Why is feedback analysis crucial for any business? When customer feedback goes through the system of analysis and interpretation, it gets structured and coordinated. They learn how to enhance customer satisfaction.

Analysis 62

Analysis Examples Feedback Social Media 62

Brandwatch CX

JUNE 27, 2024

Master social media reporting with our guide: Strategies, tools, and metrics for effective analysis and actionable insights to shape your social strategy.

Social Media 52

Social Media Analysis Report Strategy 52

Thematic

AUGUST 7, 2024

AI text analysis tools help turn this overwhelming data into valuable insights. Virtually any business or organization dealing with large volumes of text data can benefit from text analysis software. Sentiment analysis of financial news can even predict stock market moves. What is AI Text Analysis?

Analysis 62

Analysis Tools Effort Score Analytics 62

BirdEye

JUNE 21, 2023

.” That’s where competitor analysis comes into play. Table of contents What is competitor analysis? Why is the competitor analysis beneficial? Steps to execute a competitor analysis Ways to use competitor analysis FAQs about competitor analysis Free competitor analysis template What is competitor analysis?

Analysis 98

Analysis Social Media Hotels Competitive Advantage 98

Lumoa

OCTOBER 30, 2017

Most of them measure customer experience with some widely used metric – most commonly Net Promoter Score. Many of these companies are suffering from a disease I have diagnosed as the metric anxiety. Do you suffer from metric anxiety? Metric anxiety is an easy disease to diagnose. Learn about the metric that we use.

Metrics 191

Metrics Net Promoter Score Customer Experience How To 191

SurveySensum

SEPTEMBER 3, 2024

However, this CX metric doesn’t explain the “why” behind why customers feel the way they do. And this “why” is derived from the NPS drivers analysis. Let’s now uncover the correct way to do an NPS driver analysis. How To Do NPS Drivers Analysis (Effectively)? These consultants will enable you to: 1.

NPS 52

NPS Analysis Net Promoter Score How To 52