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. Leverage churn prediction tools, feedback, and usage data to analyze key factors driving customers away. Leverage analytics to understand their pain points and goals.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

eglobalis

JULY 2, 2024

The main point here is that we are talking about NPS, but no individual metric can supply all needed information; therefore, I called this article “360 Degree Revolution” since all metrics plus data supply your organization with a much better reality check than anything else. Should you kill NPS?

NPS 450

NPS Feedback Net Promoter Score B2C 450

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

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. CES data is only valuable if you use it. Your CES tool needs to keep up. Thats why weve handpicked five tools that excel in different ways.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

Calabrio

DECEMBER 8, 2020

Originally deployed primarily by larger or more sophisticated contact centers, analytics quickly emerged as a “must-have” application for modern customer service teams. Yet confusion still surrounds the optimal functionalities these analytics must have. The result is “data disparity.”. Look at the term “real-time feed.”

Data 264

Data Contact Center Multi-Channel System 264

InMoment XI

FEBRUARY 3, 2025

Its true that CI software drives positive results for call centers, reducing response times, improving outcomes, and producing data-driven insights for agent coaching. These interactions can be text-based (email, chat) or voice-based (phone, where the conversation is recorded and transcribed) and can originate from many different channels.

Social Media 195

Social Media Call Center Multi-Channel Advertising 195

Retently

NOVEMBER 27, 2024

Expanding Revenue Channels 4. In this article, we’ll walk you through the most effective, data-driven ecommerce growth strategies that are helping brands of all sizes crush their goals. Similarly, using customer data to refine marketing messages creates personalized experiences that make shoppers feel valued.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

InMoment XI

OCTOBER 24, 2023

In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth.

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

ECXO

JUNE 11, 2024

This transformation, driven by advanced data analytics, machine learning, and predictive technologies, is ushering in a new era of workplace efficiency and personalization. The Multi-Dimensional Impact of AI AI’s impact on the employee experience is multi-faceted, providing significant benefits while also posing substantial challenges.

Employee Experience 334

Employee Experience Analysis Multi-Channel Employee Engagement 334

Retently

DECEMBER 10, 2024

From sleek interfaces to powerful analytics, these alternatives are all about helping you listen to and learn from your customers. Choose an intuitive tool with essential features like customizable templates, automation workflows and real-time analytics. Look for key features like customization, logic branching and real-time analytics.

Multi-Channel 78

Multi-Channel Omni-Channel Analysis Survey 78

Comm100

DECEMBER 10, 2024

You can gather and utilize advanced data analytics to gather comprehensive information on player behaviors, preferences, and gaming patterns. Learn more Customer Story Armed with data, theres a lot more that you can do to engage your players.

Strategy 130

Strategy Multi-Channel Loyalty Social Media 130

AWS Machine Learning

FEBRUARY 21, 2025

Thats why we use advanced technology and data analytics to streamline every step of the homeownership experience, from application to closing. Data exploration and model development were conducted using well-known machine learning (ML) tools such as Jupyter or Apache Zeppelin notebooks.

Data 72

Data Company Effort Score Financial 72

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. Within that data sprawl lies the clues to understanding what makes your customers happy, angry, and everything in between. That’s why text analytics is important.

Analytics 62

Analytics Analysis Social Media Multi-Channel 62

Calabrio

MARCH 4, 2025

Analytics Conversation Intelligence: What It Is and Why You Need It Share Conversation Intelligence: What It Is and Why You Need It What Is Conversation Intelligence? Conversation intelligence gathers and interprets customer interactions across various communication channels.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

Comm100

OCTOBER 17, 2023

Here are the key features, channels and tools of customer service automation software: Chatbots : These are AI-driven tools that can engage with customers in real-time on websites, apps, or messaging platforms. Analytics and Reporting : Gather data on customer interactions, identify trends, and make improvements based on insights.

Software 239

Software Chatbots Customer Service Knowledge Base 239

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

InMoment XI

FEBRUARY 8, 2024

A contact center is a centralized facility or department used by organizations to manage customer interactions through various communication channels, such as phone calls, emails, chat, and social media. Conversational Analytics Conversational analytics utilize advanced technologies to analyze spoken or written conversations.

Contact Center 195

Contact Center Multi-Channel First Call Resolution Social Media 195

GetFeedback

APRIL 17, 2019

If you cover multiple communication channels (Aka omnichannel customer service ) , people will reach out: being able to choose the way to contact support simply makes it more convenient. If you support only one or two channels (say, phone and email), you can use Live Chat to start working with customers through a chat on your website.

Self Service 255

Self Service Customer Service Multi-Channel CRM 255

Thematic

NOVEMBER 18, 2024

AI-powered sentiment analysis is the process of using artificial intelligence to decode the emotional tone of textual data. AI tools can accurately analyze vast quantities of data and classify the sentiment of the text as positive, negative, neutral, or on a more granular scale. What is AI-Powered Sentiment Analysis?

Analysis 62

Analysis How To Multi-Channel Social Media 62

Calabrio

DECEMBER 8, 2020

Originally deployed primarily by larger or more sophisticated contact centers, analytics quickly emerged as a “must-have” application for modern customer service teams. Yet confusion still surrounds the optimal functionalities these analytics must have. The result is “data disparity.”. Look at the term “real-time feed.”

Data 147

Data Contact Center Multi-Channel System 147

TechSee

JUNE 23, 2020

Customer experience (CX) is a space where innovative AI applications are being deployed at a rapid rate to deliver effortless, multi-sensory journeys across a range of voice, video and text modalities, apps, and other digital touchpoints. In other words, a company’s virtual assistant needs to be present across all channels.

Self Service 207

Self Service Multi-Channel Contact Center Touchpoint 207

BirdEye

MARCH 6, 2025

That was Black Bear Diner s goal as a multi-location restaurant aiming to stand out among hungry diners. A multi-location business will benefit from local SEO , ensuring that each location appears in relevant search engine results. Ensure all information is accurate and matches other online channels. Increase online presence.

Tips 85

Tips Tools Social Media Multi-Channel 85

CloudCherry

FEBRUARY 13, 2018

And CloudCherry’s latest predictive analytics enhancements provide companies the competitive edge to unravel customer sentiment, not just more accurately, but in real-time. It’s about creating as detailed a picture as you can that explains how systems, processes and policies are shaping customer sentiment. DECODE CUSTOMER SENTIMENT!

Analysis 186

Analysis Multi-Channel Trends Policies 186

BirdEye

NOVEMBER 20, 2024

Managing a multi-location dental practice requires your teams to juggle patient care, staff coordination, reputation , appointments, and communications daily. With GenAI, your multi-location dental practice can focus on delivering quality patient care without compromising growth or the bottom line.

Multi-Channel 52

Multi-Channel Insurance Chatbots Analytics 52

InMoment XI

JANUARY 12, 2024

Conversation intelligence also provides a data-driven foundation for decision-making. This data-driven approach fosters agility and adaptability, which is crucial in today’s fast-paced business environment. Preprocessing: Raw data often contains noise, irrelevant information, or inconsistencies.

e-support 195

e-support Healthcare Multi-Channel Call Center 195

SurveySensum

DECEMBER 30, 2024

CustomerGauge has been specifically built to cater to B2B and handle complex, multi-touchpoint journeys and various account sizes. It helps businesses manage multi-contact, hierarchical customer structures. Why Look for CustomerGauge Alternatives? Top 10 CustomerGauge Alternatives in 2025 1. Top 10 CustomerGauge Alternatives in 2025 1.

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

Lumoa

JANUARY 11, 2022

NPS surveys or full NPS analytics? The question of “What should you invest in: survey or analytics?” Without a properly crafted customer survey, you would not get enough data. And without great analytics, you would not understand your data. The data charts are simple and thus quite user-friendly.

NPS 243

NPS Software Net Promoter Score Survey 243

InMoment XI

SEPTEMBER 17, 2024

Most consumers express a desire to interact with a brand across multiple channels, but 77% of brands admit they struggle to create a cohesive customer journey across those channels. Hopefully, with your marketing efforts and channels, the customer will come across your company and become aware of your solution to their problem.

Customer Journeys 195

Customer Journeys Net Promoter Score Self Service Touchpoint 195

BirdEye

DECEMBER 11, 2024

Enterprise business messaging solutions are designed to meet the unique needs of multi-location businesses. Five best enterprise messaging software for multi-location businesses Conclusion FAQs on enterprise messaging software Birdeye – The ultimate GenAI enterprise messaging software choice What is enterprise messaging software?

Communication 52

Communication Software Multi-Channel Social Media 52

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Interaction 98

Interaction Analytics Call Center Contact Center 98

NobelBiz

NOVEMBER 26, 2024

Why You Need to Ask This: Understanding which features are standard, such as IVR, call recording, analytics, and reporting, helps you avoid overpaying for the necessary tools. Answer: The platform supports smooth scaling, so you can expand to new communication channels, integrate advanced tools, and add more agents.

Call Center 52

Call Center Multi-Channel Contact Center Analytics 52

Lumoa

APRIL 28, 2024

But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? Customer experience platforms make it possible to manage all the customer data in one platform and reach out to them when they need it. If you’re reading this blog post, you are probably one of them.

Self Service 195

Self Service Customer Journeys Multi-Channel Feedback 195

Comm100

OCTOBER 16, 2018

Regardless of how a customer chooses to contact you, expectations of consistent and personalized interactions across every channel — phone, email, social, website, or live chat — don’t change. Use journey maps based on real customer experiences to identify personalization opportunities across all channels and systems. Complex queries?

Multi-Channel 152

Multi-Channel Customer Experience Customer Journeys Chatbots 152

AWS Machine Learning

FEBRUARY 5, 2025

This multi-interface, RAG-powered approach not only strives to meet the flexibility demands of modern users, but also fosters a more informed and engaged user base, ultimately maximizing the assistants effectiveness and reach. Upon deployment, existing data is automatically uploaded into an S3 bucket and processed to be used by the assistant.

Multi-Channel 71

Multi-Channel Analytics Data Travel 71

BirdEye

NOVEMBER 21, 2022

When it comes to social media, analytics is everything. Thankfully, social media analytics is becoming easier and more accessible. In this blog, we’ll show you why social media analytics is important, talk about ways to get started, and how best to use social media data to gain valuable insights for your marketing efforts.

Social Media 98

Social Media Analytics Multi-Channel Metrics 98

AWS Machine Learning

OCTOBER 16, 2024

DPG Media is a leading media company in Benelux operating multiple online platforms and TV channels. Variability in content volume – They offer a range of content volume, from single-episode films to multi-season series. Video data analysis with AI wasn’t required for generating detailed, accurate, and high-quality metadata.

Video 116

Video Metrics Multi-Channel System 116

Optimove

DECEMBER 10, 2024

Enhanced Control Over Complex Marketing : With tools like predictive analytics and real-time personalization, marketers can anticipate customer needs, automate complex workflows, and maintain precise control over multi-channel strategies. AI Doesnt Replace Creativity AI doesnt replace creativityit enhances it.

Multi-Channel 52

Multi-Channel Analysis Social Media Exercises 52