ECXO

OCTOBER 23, 2024

With advanced data analytics capabilities, AI can analyze vast amounts of customer data in real time, identifying patterns and trends that human operators might miss. Predictive Analytics for Proactive Support: AI-powered predictive analytics enables businesses to anticipate customer needs and issues before they even occur.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

InMoment XI

DECEMBER 5, 2024

This is true for financial institutions in general, with almost 90% of consumers using online reviews to make banking decisions. Competitive Advantage The reality is that you are competing not just with other unions but also with larger banks. Why Is Reputation Management Important for Credit Unions?

Management 195

Management Social Media Financial Banking 195

Lumoa

JANUARY 23, 2018

Instead it is the unstructured nature of the data which makes it challenging to tackle with any traditional means of analytics. This situation is where automated text analytics is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic. Which one should be tackled first? Learn More.

Analytics 285

Analytics NPS Financial Analysis 285

Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. Keeping up with the latest trends can help you understand the impact that these tendencies have on your banking customer experience. Let’s take a look at the trends that will shape the customer journey in banking in 2023 and beyond.

Banking 221

Banking Customer Experience Self Service Financial 221

Lumoa

JUNE 4, 2018

Finnish SaaS company Lumoa , which provides AI-powered customer experience analytics software for medium and large sized companies across the Nordics, has announced €650 000 in funding. The global customer journey analytics market size will reach $12.22 billion by 2022 growing from $4.76 486 0598, johanna@lumoa.me About Icebreaker.vc

Analytics 284

Analytics Net Promoter Score Customer Experience Marketing 284

InMoment XI

NOVEMBER 15, 2023

Customer experience analytics is the practice that empowers businesses to do just that. We’ll explore what customer experience analytics is, where it comes from, important metrics to consider, its benefits, real-world examples, and how to drive value from this practice. What is Customer Experience Analytics?

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

Thematic

MARCH 20, 2025

It’s not luck—it’s text analytics. But text analytics can do this in a breeze. Powered by AI, text analytics help businesses quickly identify what customers love, what frustrates them, and what they want next. Here are seven ways text analytics helps in product development.

Analytics 62

Analytics Social Media Banking Analysis 62

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

Lumoa

DECEMBER 15, 2022

Companies are finding that innovative technologies can make collecting voice of customer analytics more effortless than ever—and these technologies have opened up exciting new possibilities for improving customer experiences. In this article, we’ll go over what Voice of Customer data analytics is and the different types.

Voice of Customer 221

Voice of Customer Analytics Social Media How To 221

InMoment XI

OCTOBER 17, 2024

InMoment’s award-winning custom text analytics platform can help quickly categorize and summarize open-text responses. Customer Feedback Questionnaire for Banks and Financial Services How would you rate your satisfaction with the process of applying for our banking services?

Feedback 195

Feedback Effort Score Survey Customers 195

Lumoa

FEBRUARY 7, 2023

The retail and commercial bank based in the UK is processing customer feedback from a variety of channels. Helsinki, 31 January 2023 The UK-based retail and commercial bank Shawbrook has selected Lumoa to help them manage and analyze feedback from their customers. That is really going to have an impact.”

Banking 195

Banking Feedback Management Culture 195

eglobalis

MARCH 4, 2025

Virtual assistants and chatbots now handle millions of banking inquiries, healthcare questions, and retail service requests, promising faster responses and 24/7 availability. Industry-Specific Virtual Assistants (Banking, Healthcare, Retail) AI agents are becoming increasingly specialized to meet industry-specific needs.

Self Service 198

Self Service Strategy Contact Center Virtual Agent 198

Thematic

JANUARY 27, 2025

If you've read our article on the benefits of text analytics , then you already have an idea of how businesses use this powerful tool to uncover patterns and insights from unstructured data. Definition and Scope of Text Analytics Let’s start with what text analytics is. But what about sentiment analysis?

Analysis 62

Analysis Analytics Banking Case Study 62

Experience Matters

SEPTEMBER 9, 2014

Business impact Customer experience ROI of Customer Experience Temkin Group Research analytics text analytics' Here’s the first figure in the report: Download report for $395. The bottom line: Customer experience is highly correlated with loyalty.

ROI 316

ROI Report Net Promoter Score Customer Experience 316

SurveySensum

DECEMBER 4, 2024

Custom er loyalty and satisfaction are crucial when it comes to banks. More than often, customers are attracted to banks that value them and offer good service. But when every bank strives to achieve the same, how can you get a competitive edge? What is NPS in Banking and Other Financial Institutions?

Banking 52

Banking NPS Financial Net Promoter Score 52

ECXO

AUGUST 23, 2023

But, I have experienced first-hand some of the reasons why Deutsche Bank is losing customers to competitors. The bank is showing us that it’s welcoming, and understands how to treat a customer with care and respect (more on the bank’s approach to CX in a moment). I was with the bank for 20 years. I’m leaving.

Banking 156

Banking Handbook Retail Loyalty 156

eglobalis

JUNE 27, 2024

Data analytics is critical for processing vast amounts of information to uncover patterns and actionable insights. Organizations such as Google, Netflix, and Spotify excel in leveraging data analytics to enhance user experiences and personalize offerings. Companies like HSBC in Europe and Toyota in APAC excel in this area.

Strategy 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

CloudCherry

SEPTEMBER 6, 2018

Fortunately, while predicting the future in its entirety is close to impossible, predictive analytics can help businesses like you make smarter, data-driven decisions about where they’re going without any magic powers. This is where predictive analytics, driven by machine learning, can help. Customer Sentiment.

Analytics 221

Analytics Analysis NPS Financial 221

PeopleMetrics

MARCH 6, 2025

Here are three major problems with relying on overly short surveys: Lack of Granularity: With only one open-ended "why" question, you're banking on customers to spontaneously provide detailed feedback about specific parts of their experience. Text analytics tools are impressive and improving rapidly, but they're not foolproof.

Survey 117

Survey Net Promoter Score Hotels NPS 117

Thematic

JANUARY 16, 2025

That’s where text analytics comes in. Let’s explore how text analytics works, why it’s a game-changer, and how you can use it to turn feedback into better decisions. Let’s dive in and discover the transformative power of text analytics for your business! What Is Text Analytics?

Analytics 62

Analytics Data Net Promoter Score Analysis 62

Thematic

MARCH 20, 2025

So, how exactly is AI changing the game for customer insights and predictive analytics? Manually analyzing this data was inefficient, so they turned to AI-powered text analytics to extract meaningful insights. Atom Bank applied this successfully. Businesses that get it right are winning big. Those that don’t?

Customer Insights 62

Customer Insights Analytics Social Media Analysis 62

Thematic

FEBRUARY 3, 2025

Through text analytics –transforming textual data into crystal-clear insights for smarter decisions. If you’re still wondering how text analytics can help businesses, here are 10 impactful text analytics applications today. That’s where text analytics tools come in.

Analytics 62

Analytics e-support Social Media Net Promoter Score 62

Uniphore

NOVEMBER 11, 2021

With a conversational automation platform that understands the customer’s real intent and sentiment, banking contact centers can deliver a positive conversational experience that drives customer satisfaction. The post Banking on Great Conversations appeared first on Uniphore. Download Now.

Banking 130

Banking Net Promoter Score Contact Center NPS 130

InMoment XI

OCTOBER 24, 2024

By providing the tools necessary for effective communication, personalization, and analytics, these platforms enable businesses to build stronger relationships with their customers. This makes it a top choice for companies looking to improve customer loyalty, satisfaction, and overall experience.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

ECXO

AUGUST 29, 2023

Join us for an insightful event presented by the European Customer Experience Organization (ECXO) in collaboration with SAS , a leading global analytics software company – Empowering Better Outcomes. But can a Customer Data Platform truly enhance the customer experience? Don’t miss out on this engaging discussion!

Customer Experience 296

Customer Experience Data Omni-Channel Banking 296

Calabrio

NOVEMBER 25, 2020

In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic. With analytics, contact centers can leverage their data to see trends, understand preferences and even predict future requirements. We’ve covered a lot of ground here.

Contact Center 306

Contact Center Self Service Analytics Banking 306

Uniphore

NOVEMBER 16, 2021

The challenges of the pandemic thrust banks that were struggling to remain relevant and their customers who were still digital holdouts into the same situation: learn how to shift banking activity from in person to online practically overnight. Today digital banking is the norm rather than the exception and there’s no going back.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

Think Customers

OCTOBER 30, 2024

That proverb may be traced to Voltaire and Spider-Man, but it’s contact center leaders who see the impact data and analytics are already having on the front line — and the obligations that come with it. Keep contact center KPIs simple Information overload is a very real risk when leveraging data and analytics.

Contact Center 52

Contact Center Analytics Report Data 52

Experience Matters

OCTOBER 21, 2014

USAA’s banking, credit card, and insurance businesses outpaced their industries’ averages by more than any other company. Benchmarks Customer Connectedness Customer experience CX measurement Net Promoter Temkin Group Research Voice of the customer analytics text analytics'

Net Promoter Score 259

Net Promoter Score Study Report Customer Connectedness 259

ECXO

JULY 29, 2024

Data Analytics : Processing vast amounts of information to uncover patterns and actionable insights. Companies like Apple, Hulu, and Pandora excel in leveraging data analytics to enhance user experiences and personalize offerings. Insights from teams at firms like IBM, FedEx, and Target highlight trends and areas for improvement.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

DECEMBER 1, 2022

We have been named Leaders in the Forrester Text Analytics Wave, Forrester Customer Feedback Wave, the Gartner Magic Quadrant for Voice of the Customer, and more! Forrester Text Analytics Wave. InMoment received the highest possible score and was named Leader in the Text Analytics Wave report. Forrester Customer Feedback Wave.

Self Service 370

Self Service Analytics ROI Automotive 370

Talkdesk

SEPTEMBER 4, 2020

The reimagining of business places the customer at its forefront and affects every aspect of the banking industry — from human resources and security to sales and marketing. After COVID-19 hit, many business owners felt underserved by their banks and voiced their displeasure by moving their money elsewhere.

Banking 114

Banking Contact Center Omni-Channel How To 114

Lumoa

OCTOBER 20, 2022

An excellent way to do this is through using survey analytics and social media reviews. Let’s look at banks. Customers who are highly satisfied with their bank are more likely to get a mortgage, loan, or credit card from that bank. Furthermore, they’re more likely to recommend the bank to friends and family.

Customer Experience 286

Customer Experience Banking Customer Retention Customer Satisfaction 286

Thematic

JANUARY 21, 2025

They use text analytics ! So, what is text analytics? Whether identifying common complaints, spotting trends, or measuring customer sentiment, text analytics gives you the power to act on data. Text analytics powered by Natural Language Processing (NLP) and Artificial Intelligence (AI) is the answer. billion by 2030.

Analytics 62

Analytics Data Social Media Analysis 62

ECXO

MARCH 6, 2025

B2B organizations are increasingly investing in CX technologies such as experience management software, analytics tools, and AI-driven solutions. Advanced analytics and machine learning are opening new possibilities in CX transformation. Invest in analytics and data infrastructure as well. Since every company is different.

B2B 339

B2B Customer Journeys How To Effort Score 339

Thematic

JANUARY 29, 2025

And that’s where text analytics comes in. This approach helped Atom Bank identify customer frustrations around their app’s user interface and make targeted improvements. 💡 Pro Tip: Modern text analytics applications can automate the categorization process, making it faster and more accurate.

Analysis 62

Analysis Analytics Feedback Net Promoter Score 62

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