eglobalis

DECEMBER 11, 2024

Experimentation can help determine the most effective methods for gathering and utilizing feedback, such as surveys, focus groups or social media monitoring. Advanced analytical skills and tools are crucial for reliable data interpretation. Lets connect, and share your insights!

Customer Journeys 342

Customer Journeys Effort Score Omni-Channel Social Media 342

ECXO

MARCH 6, 2025

This group regularly reviews customer experience metrics and initiative outcomes, reinforcing cross-functional accountability. Storytelling is a powerful tool here sharing real customer stories, both successes and failures, can help employees emotionally connect to the impact they have on customers.

B2B 339

B2B Customer Journeys How To Effort Score 339

CloudCherry

FEBRUARY 26, 2019

Key Takeaways from Forrester Report on the State of Customer Analytics. The findings of the 2018 Forrester Report on the State of Customer Analytics are based on an online survey in which 144 North American analytics and measurement pros , from a broad set of industries, took part. Retailers find other ways to use analytics too.

Analytics 256

Analytics Report Analysis Study 256

Experience Matters

SEPTEMBER 9, 2014

We just published a Temkin Group report, ROI of Customer Experience, 2014. The research shows the connection between customer experience, loyalty, and revenue growth for 19 industries. Business impact Customer experience ROI of Customer Experience Temkin Group Research analytics text analytics'

ROI 316

ROI Report Net Promoter Score Customer Experience 316

InMoment XI

NOVEMBER 7, 2024

Customer experience automation allows organizations to connect with customers in a relevant, timely, and personalized way without extra manual input. You want to ensure that interactions, whether from emails, SMS messages, chatbots, live support, or any other channel, are connected and tested before the user encounters them.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

InMoment XI

NOVEMBER 26, 2024

Improved Customer Experience All of these benefits connect to creating a customer experience that consistently meets or exceeds customer expectations. Focus: Real-time customer journey analytics to understand the emotions, pain points, and touchpoints customers are experiencing at every stage.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

eglobalis

JANUARY 28, 2025

This event also marked the 15-16th anniversary of Paul’s and Brent’s groundbreaking CRM Playaz program (vlogcast) , a milestone worth celebrating with an amazing group of high achievers, executives, thought leaders, and great companies such as Oracle, Salesforce, and Zoho CRM, Zoom , among others.

CRM 195

CRM Customer Centricity Customer Engagement Engagement 195

C3Centricity

JANUARY 25, 2025

As Laurie Buczek, Group Vice President, Executives Insights and Leadership Services at IDC said when launching their latest FutureScape report: Marketings future is represented by AI-fueled transformation. Perhaps you’re using them for content creation, basic analytics, or campaign optimisation. Source ) The disconnect?

Marketing 156

Marketing Strategy How To Analytics 156

InMoment XI

MARCH 14, 2025

Enhancing Agent Productivity Call center analytics give you a clearer picture of how well your agents are performing in terms of productivity and customer satisfaction. Performance analytics give you a clear picture of the state of operations, including where you need to adjust to keep your call center running at its best.

Call Center 195

Call Center Metrics Tools First Call Resolution 195

Thematic

FEBRUARY 12, 2025

With text analytics marketing, you can analyze feedback from sources such as social media and surveys to uncover valuable customer insights—helping you create campaigns that truly resonate. The good news is you don’t need a crystal ball—text analytics marketing can help.

Analytics 62

Analytics Marketing Social Media Net Promoter Score 62

ECXO

AUGUST 19, 2024

Advanced analytics tools can interpret this data, ensuring decisions are evidence-based. Real-time analytics and customer feedback are integral to Samsung’s approach, allowing the company to identify pain points and make necessary adjustments. Share Your Insights I’d love to hear your thoughts on CX and experimentation!

Customer Journeys 368

Customer Journeys Customer Experience Net Promoter Score Effort Score 368

InMoment XI

FEBRUARY 25, 2022

The EX/CX Connection. Though on the surface this sounds plausible, and even rather convincing, a thorough examination of how employee satisfaction and engagement link to customer behavior will yield only a tenuous, assumptive and anecdotal connection.

Company 397

Company B2C Employee Experience Culture 397

Calabrio

MARCH 25, 2025

Types of VoC Tools Voice of the Customer tools can, broadly speaking, be categorized into three main types, each serving a distinct purpose in capturing and analyzing customer feedback: Reporting and analytics tools These tools are designed to extract meaningful insights from customer interactions.

Software 130

Software Customer Journeys Tools Contact Center 130

Thematic

MARCH 20, 2025

It’s like having a detective that works 24/7, scanning millions of data points in real time and connecting the dots instantly. So, how exactly is AI changing the game for customer insights and predictive analytics? That’s predictive analytics in action—and it’s not just for streaming.

Customer Insights 62

Customer Insights Analytics Social Media Analysis 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. This means you can connect the dots between customer feedback and their journey, giving you a clearer picture of whats working (and whats not).

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

ECXO

DECEMBER 25, 2024

To all of you celebrating Christmas and Hanukkah , we extend our warmest wishes for joy, connection, and peace. Innovate Based on CX Insights What to Do: Use customer feedback and data analytics to identify gaps and develop new products or services. Experiment with new approaches to exceed customer expectations.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Feedbackly

OCTOBER 25, 2024

What is Emotional Analytics? Emotional analytics in CX involves studying, analyzing, and interpreting the emotions expressed by your customers. Emotional analytics has a predictive nature—your brand’s emotional connection with customers often determines their future actions. Let’s look at a scenario.

Analytics 52

Analytics Case Study Study Analysis 52

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

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Both groups of technologies can be utilized to make analytics more actionable. By the way, did you know that Lumoa’s analytics is powered by AI? Share data and results of the customer experience analytics in an easy-to-use tool.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

eglobalis

OCTOBER 9, 2024

Hitachi (Japan) Hitachi faced requests from industrial IoT clients for better integration of their analytics tools. After evaluating the technical feasibility and broader market demand, Hitachi developed a new modular analytics platform that could be scaled across industries. Let me know your thoughts and experiences.

Feedback 503

Feedback ROI Innovation B2B 503

Calabrio

SEPTEMBER 30, 2020

That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now. the organization that best used Calabrio Analytics to turn contact center data into actionable insights and tangible results. The Winner: Thomson Reuters. Here are summaries of their inspiring stories.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

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

AUGUST 2, 2023

A year on and these percentages will have changed again, as our Christmas research indicates, so understanding at a point in time how to identify which people fit into which groups is crucial. In the platform, data stores can easily be built and can connect directly to SAS 360 without the hassle of transferring data.

Consumers 296

Consumers Industry Telecommunications Return on Investment 296

SurveySensum

OCTOBER 17, 2024

73% of consumers across the globe expect companies to understand their unique expectations and needs — Customer Feedback Analytics is the key to it! This is where customer feedback analytics solutions come in. Customer feedback analytics is the process of gathering, analyzing, and interpreting customer feedback.

Analytics 52

Analytics Feedback Social Media Self Service 52

InMoment XI

OCTOBER 30, 2024

The following insurance providers demonstrate the value of adopting a customer-centric approach: Ohio Mutual Insurance Group The Ohio-based insurance company maintained its competitive edge with a Voice of the Customer (VoC) program. This makes it crucial for companies to connect experience data from various sources.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

CloudCherry

MARCH 28, 2019

CX insights can help you connect experience to your business goals, beat the competition and deliver a consistently delightful experience to your customers. Connecting CX to ROI. Are you being sold vague intangible ROI metrics or are you given a direct connection between CX and the money? But that’s where the connection stops.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

AWS Machine Learning

DECEMBER 29, 2022

You can quickly launch the familiar RStudio IDE and dial up and down the underlying compute resources without interrupting your work, making it easy to build machine learning (ML) and analytics solutions in R at scale. Connecting to Amazon Redshift with a secure ODBC connection ( ODBC is the preferred protocol for RStudio ).

Connections 132

Connections Analysis Resources Analytics 132

GetFeedback

JANUARY 28, 2019

Without being able to connect the score to a person, you can’t gain a deeper understanding of who your promoters and detractors are. Every group of customers will have a different experience with your company depending on when they signed up, and who they are. Here are 5 ways to turn your NPS survey results into actionable insight.

NPS 246

NPS Survey Net Promoter Score CRM 246

ECXO

JULY 26, 2023

The companies setting the standards on analytics are listening, hearing and reacting in real time. Real-time data analytics and CDP adoption are gaining traction in Europe and across the globe IT leaders last year told IDC that investing in technology to achieve real-time decision making was a top priority.

Data 296

Data Analytics Touchpoint Customer Service Representative 296

InMoment XI

OCTOBER 17, 2024

InMoment’s award-winning custom text analytics platform can help quickly categorize and summarize open-text responses. Test it with your staff members or a small group of participants to ensure it checks all the boxes for a good questionnaire that will engage your customers without making them feel intimidated.

Feedback 195

Feedback Effort Score Survey Customers 195

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

GetFeedback

APRIL 3, 2019

Chris Hogan, Business Analytics and Modeling, YETI. I am the Associate Manager of Data Analytics & Modeling for our Customer Engagement Group. I’m responsible for many of the reports and analytics our team uses for team performance, contact trends, and forecasting staff and contact volume. YETI has a cool history.

Feedback 220

Feedback Omni-Channel Self Service Analytics 220

InMoment XI

AUGUST 24, 2022

Thus, your organization can apply sentiment analysis to create a mathematical data model representing the overall opinions or attitudes of your customers—either as individuals or groups. Clause-Level Analytics. Smart Text Analytics. Smart text analytics can help you gain vital insights from unstructured feedback.

Analysis 370

Analysis Effort Score Feedback Analytics 370

InMoment XI

JANUARY 22, 2025

Listing management software solves both types of scalability issues, making it much easier to update all platforms and listings for an individual store and make mass updates to all stores in a group or region. Local search ranking insights: Understand how stores are ranking compared to local competitors over time. See InMoment in action.

How To 195

How To Social Media Software ROI 195

Comm100

SEPTEMBER 25, 2021

A Quick Messaging feature is an instant messaging application that enables secure conversation between two users or groups of users concurrently. The video calling feature enables users to have face-to-face communication by connecting them across the board virtually. Analytics and dashboard. Video calling.

How To 263

How To Software Video Customer Satisfaction 263

Calabrio

OCTOBER 15, 2019

That’s why one of the great highlights of each year is the ONE Awards ceremony, which took place today at our annual customer conference, Calabrio Customer Connect. This year we also launched our first-ever analytics competition , so there was even more to celebrate. ANALYTICS COMPETITION WINNERS. THE ONE AWARDS WINNERS.

Contact Center 40

Contact Center Self Service Gamification Analytics 40

SurveySensum

FEBRUARY 24, 2025

First, What is Text Analytics? Topic Modeling : Grouping similar words or phrases to detect themes within the text. Lets discuss the key differences and applications of sentiment analysis vs text analytics. Both text analysis and sentiment analysis involve different types of analytical methods, each serving specific objectives.

Analysis 52

Analysis Analytics Social Media Trends 52