Thematic

MARCH 20, 2025

Text analytics. What is text analytics ? And before you think, “Nah, analyzing text is hard,” here’s the good news: AI-powered text analytics makes it easy to analyze customer feedback at scale. Let’s talk about how AI text analytics can help your business. Let’s go!

Analytics 62

Analytics Customer Service Analysis e-support 62

InMoment XI

JUNE 5, 2024

InMoment is excited to announce its recognition as a Leader in the Forrester Wave : Text Mining and Analytics, Q2 2024. For some context , The Forrester Wave Text Mining and Analytics, Q2 2024 report is a rigorous evaluation of the top text mining and analytics providers.

Analytics 195

Analytics Effort Score Social Media Innovation 195

Retently

NOVEMBER 27, 2024

Understanding the latest market trends and consumer behavior isn’t just a “nice-to-have” – it’s a game-changer for ecommerce growth. The ability to stay ahead of consumer expectations, adapt to their needs, and act on behavioral insights can set your brand apart in a crowded space. of ecommerce sales now come from mobile devices?

Ecommerce 148

Ecommerce Sales Strategy Tips 148

InMoment XI

AUGUST 17, 2023

In this article we will share the three key drivers of NPS identified in our latest report, State of Customer Experience: 2023 UK Consumer Study , conducted in partnership with NPSx by Bain & Company , which reveals how to transform NPS from a numerical score to a strategic advantage!

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

ECXO

MARCH 6, 2025

Some organizations create a detailed CX roadmap that estimates improvements in metrics like net retention rate, customer lifetime value, or average deal size as experience enhancements roll out. B2B organizations are increasingly investing in CX technologies such as experience management software, analytics tools, and AI-driven solutions.

B2B 339

B2B Customer Journeys How To Effort Score 339

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. By the way, did you know that Lumoa’s analytics is powered by AI?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

ECXO

FEBRUARY 3, 2025

Think of it like driving a carproactive sales teams have a roadmap, anticipate turns, and avoid potholes, while reactive teams only hit the brakes when they see danger ahead. Statistic to Consider: Studies show that 89% of consumers have switched to a competitor following a poor customer experience.

Sales 259

Sales Customer Experience e-support Examples 259

Calabrio

MARCH 22, 2025

Great customer experiences now come with a massive price premium and bad ones drive even the most loyal consumers away in a hurry. Leverage machine learning and analytics to predict call volume, anticipate changes, and then optimize schedules to minimize wait times and maximize resource utilization.

Contact Center 130

Contact Center Management Strategy Call Center 130

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

Aveus

MAY 18, 2021

At Medecision, our solutions and services help health plans improve the consumer experience and increase engagement. There’s a growing emphasis on consumer experience across industries, and healthcare is no exception. Why You Need to Look Holistically at Your Programs and Consumer Experience. By Medecision.

Consumers 130

Consumers Healthcare Metrics Case Study 130

Retently

MARCH 11, 2025

In a market where consumers have endless choices, 73% say a great experience influences their brand loyalty more than price or product. This means constantly evaluating new tools, exploring ways to increase retention, and building long-term CX roadmaps that align with the companys growth strategy. Whats included in a CX roadmap?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Gainsight

JANUARY 31, 2019

Ask, “What’s next on our product roadmap?” Because your customers are the most important source of information when it comes to prioritizing your product roadmap. Because your customers are the most important source of information when it comes to prioritizing your product roadmap. In short, it’ll make your life way easier.

Roadmap 75

Roadmap Analytics Analysis NPS 75

CX Accelerator

JUNE 8, 2020

Listening to call recordings is time-consuming work. That’s why the ability to transcribe them and search keywords, phrases, and sentiment with ,, speech analytics can be so powerful. Present your product roadmap and get valuable customer input. Second, talking to the frontline folks about their experience with their customers.

Survey 345

Survey Social Media Contact Center Call Recording 345

QuestionPro Audience

DECEMBER 17, 2017

For a market research to have a reliable and productive outcome, understanding the roadmap of activities from the responses received from the database is a must. The consumer surveys also can be empowered with the immensely broad range of samples from panelists who special in their respective domains, be it agriculture or technology.

Survey 230

Survey B2C B2B Roadmap 230

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Long-term actions are based on the analytics results of the customer feedback. Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down?

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Thematic

MARCH 30, 2025

Consider this: 70% of consumers say they can tell which companies use AI effectively—and which ones don’t. Instead, you need unified data analytics to connect every touchpoint and every voice. Using Predictive Analytics to Anticipate Trends Why wait for problems to arise when your data can predict them?

Customer Insights 62

Customer Insights Data Analytics How To 62

Thematic

MARCH 22, 2022

Product validation is the process of determining whether a product concept or idea has the potential to meet the needs of customers, consumers, and stakeholders. Then you’ll begin validating the problem: checking and double-checking it’s one your target consumer feels is worth solving.

Roadmap 62

Roadmap Analytics Feedback Analysis 62

Lumoa

AUGUST 23, 2021

The post-COVID-19 consumer is still going to be a bit financially nervous and hesitant with their spending, so the largest change in behavior is going to be the building (or re-building) of their trust. These analytics are always going to be crucial starting points for any type of growth, pandemic or not.

Customer Experience 221

Customer Experience Social Media Video Customers 221

Thematic

DECEMBER 5, 2018

So, let’s look at ways to reduce churn with customer retention analytics and why it’s important in the first place. To enable these actions, customer retention analytics provide predictive metrics of which customers might churn — which enables them to get ahead of it. 3 benefits to improve customer retention with analytics.

Customer Retention 96

Customer Retention Analytics Data Strategy 96

Thematic

MARCH 20, 2025

In fact, 70% of consumers notice a clear gap between companies that use AI effectively in customer service and those that don’t. Analytics tools simplify this process by automatically analyzing customer feedback across multiple communication channels, eliminating data silos and revealing hidden trends. Implement A/B testing.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

Calabrio

NOVEMBER 18, 2024

Analytics Navigating rising retail costs with Workforce Engagement Management: A strategic approach for the festive season Share Retailers across the UK are gearing up for the busiest shopping season of the year while simultaneously contending with rising costs and regulatory changes that will take effect in April 2025.

Retail 130

Retail Engagement Management Analytics 130

Thematic

FEBRUARY 24, 2025

Align teams and predictive analytics to anticipate needs. AI-driven analytics uncover hidden trends and predict customer needs. Studies show that 73% of consumers will switch to a competitor after multiple bad experiences, and more than half will leave after just one. Personalize experiences and address customer pain points.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

AWS Machine Learning

SEPTEMBER 23, 2024

This innovation has transformed client interactions and operational efficiency through the use of Amazon Transcribe Call Analytics , Amazon Comprehend , and Amazon Bedrock. Rocket tapped into a crucial insight: 81% of consumers prefer self-service options. With call volumes on the rise, solving this problem at scale was essential.

Analytics 114

Analytics Self Service First Call Resolution Banking 114

Thematic

MARCH 30, 2025

In today’s competitive landscape, ignoring this step can be costly—nearly 49% of consumers have left a brand they were loyal to in the past year due to poor customer experiences​ Put simply: customers want to be heard and they want proof that their feedback matters. Companies that don’t close the loop see a 2.1%

Feedback 62

Feedback Roadmap Effort Score NPS 62

QuestionPro Audience

JULY 26, 2018

What’s more, having a strategic roadmap before producing any creative effort ensures a brand engages with the right audiences at the right time. ” Here’s a strategic roadmap (or hack) for tapping into that overwhelmingly positive data to fuel that important imagination. It helps guide where creative is going to go.”

Roadmap 170

Roadmap Advertising ROI Return on Investment 170

Thematic

FEBRUARY 19, 2025

Use the information in this guide to choose which is the best text analytics solution for your business. Do you require enterprise-scale analytics or a more flexible AI-driven approach? Thematic: API-driven integrations make connecting with various customer feedback sources and existing analytics tools easy.

How To 62

How To Self Service Analysis Analytics 62

rethinkCX

FEBRUARY 23, 2025

From AI-driven personalization to community-powered loyalty, these trends arent just buzzwordstheyre your roadmap to staying ahead. A 2024 study found that 71% of consumers expect personalized interactions, and 76% get frustrated when they dont receive them. Trend 4: Emotional Analytics for Deeper CX Insights Whats Happening in 2025?

Trends 52

Trends Customer Experience How To Omni-Channel 52

Lumoa

JANUARY 19, 2023

It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives. Your team must be skilled in market research and analysis, be the voice of your consumers, and be the driving force behind change and the elimination of pain points. website, apps, etc.),

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Thematic

APRIL 1, 2025

In this guide, we'll break down how to build a winning strategy—from setting clear objectives to using analytics and AI, mapping journeys, and creating a continuous feedback loop. Website & Product Analytics: Usage stats reveal behavioral trends. By the end, you'll know how to turn raw data into actionable insight.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

C3Centricity

NOVEMBER 4, 2019

Consumers no longer appreciated being interrupted in their daily lives, if they ever did! Luckily a few other consumer goods companies realised that to satisfy the consumer they had to do things differently. That’s why consumers now often have a portfolio of brands from which they choose in many categories.

Customer Centricity 179

Customer Centricity Brands Advertising Consumers 179

eglobalis

OCTOBER 1, 2024

Overhauling these systems can be costly and time-consuming, but phasing out old technology while training employees on new systems will eventually smooth out the process. The 11 actionable strategies presented in this article provide a roadmap for eradicating silos and fostering a fully integrated organization.

Customer Journeys 446

Customer Journeys Culture Leadership Effort Score 446

Avaya

APRIL 24, 2017

Because the average consumer isn’t so average anymore. Just imagine what these figures look like for consumers on the high end of this engagement spectrum. This is where the ability to understand your data—specifically, customer journey analytics —becomes vital. It’s 10 a.m.

Customer Journeys 59

Customer Journeys Analytics Multi-Channel Contact Center 59

ECXO

NOVEMBER 16, 2023

Predictive analytics are being used to anticipate customer needs, identify likely issues and and work out what comes next. Any technology that makes CX poorer has no place on the roadmap. Then ChatGPT happens. By 2026, two-thirds of business leaders expect to adopt GenAI to enhance customer service, according to Insight Enterprises.

Customer Experience 194

Customer Experience Chatbots Self Service Touchpoint 194

Interactions

OCTOBER 29, 2024

Generative AI has swept the imaginations of both consumers and business leaders with remarkable speed. Gen AI offers enormous potential for efficiency, knowledge sharing, and analytical insight in the contact center. How do your current offerings reflect past roadmaps (i.e., Is it possible to create customized workflows?

Contact Center 62

Contact Center Self Service Social Media Analytics 62

SuiteCX

JUNE 16, 2017

Whether retailers are ready for it or not, consumers have become hooked on the real-time, personalized world. Consumers expect to get what they want, when they want 24/7. Today mobile devices enable the consumer to find the product they want, or compare it to other products and see reviews from other consumers.

Omni-Channel 124

Omni-Channel Retail Industry Multi-Channel 124

Customer Bliss

AUGUST 23, 2018

Starting off as a customer insights manager with a degree in engineering, Anand shares how this role gave him an opportunity to understand more of the inner workings of the company and use his analytical skills to bridge gaps and problem solve. How did he spend the first 3 months in this position? Use the data you have to dig deeper.

Transportation 129

Transportation Industry Management Guidelines 129

InMoment XI

OCTOBER 3, 2024

79% of consumers say that loyalty programs caused them to purchase from an organization more frequently. Personalize Customer Experiences Did you know that 71% of consumers expect a personalized customer experience? Furthermore, 78% of consumers are likely to repurchase from an organization that personalizes their customer experience.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195