Thematic

MARCH 20, 2025

Imagine running a business where you can predict what your customers want before they even know it themselves. No more guessing games, no more endless spreadsheets—just clear, actionable customer insights that drive results. That’s exactly what customer insights AI is bringing to the table.

Customer Insights 62

Customer Insights Analytics Social Media Analysis 62

eglobalis

FEBRUARY 3, 2025

Example: A manufacturing company using Salesforce Einstein saw a 25% increase in customer engagement by delivering personalized product recommendations based on past purchases and browsing behaviour. For example, a manufacturing client of SAP reduced downtime by 20% by leveraging predictive maintenance insights.

B2B 354

B2B Customer Journeys Customer Experience Chatbots 354

Lumoa

JANUARY 23, 2018

Even if your customer service agent or customer insight analyst reads all the comments and even responds them, do you know what decisions you need to make in the leadership team? Instead it is the unstructured nature of the data which makes it challenging to tackle with any traditional means of analytics.

Analytics 285

Analytics NPS Financial Analysis 285

Thematic

MARCH 2, 2025

This staggering statistic highlights why businesses must prioritize customer insights and invest in analysis tools to understand their audience better. So, what are customer insights? Customer insights are actionable understandings derived from customer data that help businesses improve their strategies.

Customer Insights 62

Customer Insights Analysis Social Media Analytics 62

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.

Analytics 256

Analytics Report Analysis Study 256

eglobalis

MARCH 13, 2025

Highlight Competitive Advantage : Show how a superior customer experience differentiates the company from competitors, potentially leading to increased market share. Leverage Customer Insights : Utilize customer feedback and analytics to identify pain points and opportunities, demonstrating a data-driven approach to decision-making.

Leadership 225

Leadership B2B B2C Effort Score 225

Thematic

MARCH 20, 2025

This happens when businesses make decisions without considering customer insights. They need a structured way to understand their customers, anticipate needs, and improve the user experience, so they need a customer insights framework. What is a Customer Insights Framework?

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

CloudCherry

JANUARY 22, 2018

The answer lies in predictive analytics ! Historically, analytics has been serving as a conduit between brands and customers. It helps brands get to know their customers, their shopping patterns, and much more. Analytics as a function has been evolving, just like the customer, over time.

Analytics 231

Analytics Study Financial Loyalty 231

InMoment XI

NOVEMBER 15, 2023

With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. Customer experience analytics is the practice that empowers businesses to do just that. What is Customer Experience Analytics?

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

InMoment XI

NOVEMBER 21, 2024

For example, this analysis can reveal why a customer canceled their subscription to your service. Their feedback across various touchpoints on the customer journey will highlight how you can better retain similar customers. Here are a few reasons why it’s a powerful tool for brands: It helps improve customer satisfaction.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

Lumoa

APRIL 1, 2020

When it comes to customer experience and your customer insight strategy , it’s no different. What are customer insights? By learning the ins and outs of your customers’ experiences, desires, and expectations of your product you can create a strategy to wow them. Why Build a Customer Insight Strategy?

Customer Insights 195

Customer Insights Strategy Customer Journeys How To 195

Thematic

MARCH 18, 2025

." That’s exactly why customer insights platforms are essential. That way, you can easily understand what customers truly want. In this guide, you’ll get a peek into some of the best customer insights platforms and their features. What is a Customer Insights Platform?

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

InMoment XI

OCTOBER 23, 2024

Machine learning algorithms, for example, can learn from individual customer behaviors. Moreover, by handling repetitive analytical tasks, AI systems allow human agents to invest more of their time and energy into forging strong customer relationships by resolving more complex issues. Start by capturing customer insights.

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

OCTOBER 19, 2021

I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. In a nutshell, Lexalytics, and Tethr are data analytics platforms focusing on structured and unstructured customer data, as well as solicited and unsolicited feedback.

Analytics 221

Analytics Data Customer Experience Social Media 221

InMoment XI

DECEMBER 10, 2024

A churn prediction tool like InMoment simplifies this process by leveraging analytics to highlight these at-risk profiles and segments. Use surveys and social media monitoring to capture insights into customer experiences. Leverage analytics to understand their pain points and goals. References Forbes.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

Lumoa

MARCH 6, 2023

Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar. Final Thoughts Why is Customer Conversational Analytics Important?

Analytics 195

Analytics How To Analysis Feedback 195

Experience Matters

DECEMBER 16, 2014

Our research into leading practices uncovered five trends that will redefine how customer insights teams operate: 1) Deep empathy, not stacks of metrics, 2) Continuous insights, not periodic studies, 3) Customer journeys, not isolated interactions, 4) Useful prescriptions, not past descriptions, and 5) Enterprise intelligence, not customer feedback.

Report 325

Report Customer Connectedness Customer Experience Trends 325

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. NLP has made feedback analytics way more accessible. Let’s explore how you can use analytics to revolutionize your customer experience.

Analytics 195

Analytics Customer Experience Management Net Promoter Score 195

eglobalis

JULY 2, 2024

Comprehensive feedback from multiple sources, integrating Voice of the Customer (VOC), metrics, measurements, data analytics, real-time sentiment analysis, and evolving AI developments, is essential for gaining a complete customer understanding.

NPS 435

NPS Feedback Net Promoter Score B2C 435

ECXO

JULY 10, 2024

A comprehensive approach that integrates multiple feedback sources, including Voice of the Customer (VOC) metrics, data analytics, and AI, is essential for a complete understanding. Companies like Rakuten and L’Oréal leverage AI-driven analytics to monitor sentiment across digital platforms, enabling proactive responses.

Metrics 374

Metrics Analysis Feedback NPS 374

Lumoa

APRIL 13, 2020

With the modern technologies available today, such as speech-to-text and artificial intelligence (AI) it’s possible to automatically generate insights from calls, Interactive Voice Response (IVR) surveys, and post-call surveys. As a consequence, many companies receive large volumes of customer data via phone calls.

Customer Insights 195

Customer Insights Feedback Social Media Survey 195

eglobalis

DECEMBER 11, 2024

This ensures that customer insights are accurately captured and integrated into the CX strategy. Involving Customers in Experimentation Involving customers in the experimentation process is crucial for gaining authentic insights and fostering loyalty.

Customer Journeys 327

Customer Journeys Effort Score Omni-Channel Social Media 327

ECXO

MARCH 6, 2025

B2B customer needs and market conditions change, so the CX program should be agile enough to adjust course. quarterly) can be used to review whats working, incorporate new customer insights, and reprioritize initiatives. Advanced analytics and machine learning are opening new possibilities in CX transformation.

B2B 330

B2B Customer Journeys How To Effort Score 330

eglobalis

JULY 31, 2024

These platforms provide deep insights into customer feedback and behaviour, enabling businesses to make data-driven decisions to improve CX. Analytics and Reporting Tools Solutions like Google Analytics, HubSpot, and (Salesforce)Tableau among others provide in-depth insights into marketing performance across various channels.

Customer Experience 396

Customer Experience Social Media Analytics Chatbots 396

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. Want to know how it works?

Analytics 62

Analytics Marketing Social Media Net Promoter Score 62

eglobalis

JUNE 27, 2024

Insights from these teams at companies like Salesforce, DHL, and Walmart highlight trends and areas for improvement. Data analytics is critical for processing vast amounts of information to uncover patterns and actionable insights. Create detailed journey maps that visualize every customer interaction.

Strategy 433

Strategy Customer Experience Net Promoter Score Customer Centricity 433

Thematic

JANUARY 16, 2025

If you just finished reading our “ How text analytics works ” article, then you know the basics, and are ready to find out the answer to the next big question: how exactly can text analytics help your business? Customer insights help you make smarter decisions to improve your products and services.

Analytics 62

Analytics Social Media Analysis Travel 62

Thematic

FEBRUARY 24, 2025

You’re likely searching for the best partner in text analytics to help you unlock the full potential of your data. Whether you're analyzing customer reviews to enhance products, examining survey responses for employee insights, or uncovering recurring issues in support conversations, Thematic helps you make sense of the data.

Analytics 62

Analytics Analysis Feedback Customer Satisfaction 62

AWS Machine Learning

NOVEMBER 15, 2023

An established financial services firm with over 140 years in business, Principal is a global investment management leader and serves more than 62 million customers around the world. The CCI Post-Call Analytics (PCA) solution is part of CCI solutions suite and fit many of the identified requirements.

Omni-Channel 117

Omni-Channel Financial Groups Analytics 117

Thematic

FEBRUARY 12, 2025

It’s a good thing there’s text analytics for social media. From improving customer engagement to mitigating PR crises, text analytics helps companies make data-driven decisions instantly. Let’s talk more about AI-powered text analytics and how you can use it on your social media.

Social Media 62

Social Media Analytics Analysis Trends 62

ECXO

AUGUST 12, 2024

Customer Experience Management (CXM) Software: Tools like Qualtrics and Medallia offer deep insights into customer feedback and behavior, empowering businesses to make data-driven decisions to enhance CX. The ECXO is an open access CX Professional Business Network.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

SurveySensum

MARCH 5, 2025

Your agents handle thousands of conversations daily, so manually reviewing every call transcript is impossible – but AI-powered Call Center Text Analytics software makes it effortless. What is Call Center Text Analytics? Why is Call Center Text Analytics important? How Does Contact Center Text Analytics Software Work?

Call Center 52

Call Center Analytics Contact Center Analysis 52

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Experience Matters

DECEMBER 9, 2014

The B2B2C environment is complex and full of challenges that hamper companies’ ability to deliver great customer experience to their end customers, such as a lack of alignment with partners or a limited understanding of customers. The bottom line : Engage your partners to engage your customers.

Report 282

Report Customer Experience Groups Analytics 282

Calabrio

SEPTEMBER 30, 2020

Key customer insights—or the lack thereof—can make or break a business in today’s harrowing world. That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now. This year’s winner was Thomson Reuters! The Winner: Thomson Reuters.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

Calabrio

SEPTEMBER 30, 2020

Key customer insights—or the lack thereof—can make or break a business in today’s harrowing world. That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now. Let’s take a look at what makes each of their Calabrio Analytics use cases award-worthy.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147