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

BirdEye

NOVEMBER 18, 2024

Managing social media requires juggling content creation, scheduling, analytics, and engagement – tasks that can overwhelm even experienced marketers. AI tools for social media transform this complex process into a streamlined operation, helping you boost engagement while saving hours each week.

Social Media 59

Social Media Tools Multi-Channel Guidelines 59

ECXO

DECEMBER 25, 2024

Map the Customer Journey What to Do: Identify every touchpoint a customer has with your business, from awareness to post-purchase support. Actively Collect and Leverage Customer Feedback What to Do: Use surveys, social media listening, customer reviews, and even interviews to gather insights.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

eglobalis

JULY 2, 2024

Despite its simplicity, more than 75% of organizations are projected to phase out NPS as a Measure of Success for Customer Service and Support by 2025, according to Gartner. Siemens and Unilever, like all the companies I know, use several metrics, data analytics, and KPIs to drive conclusions.

NPS 450

NPS Feedback Net Promoter Score B2C 450

InMoment XI

OCTOBER 17, 2024

InMoment’s award-winning custom text analytics platform can help quickly categorize and summarize open-text responses. Knowing how often customers engage with your product helps identify potentially loyal customers or those who may need more support to get the most out of your business. How frequently do you use our product/service?

Feedback 195

Feedback Effort Score Survey Customers 195

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

Calabrio

MARCH 25, 2025

Analytics Contact center trends in 2025: Six key takeaways from the State of the Contact Center report Share The contact center industry is at a crossroads. Meanwhile, 59% fail to provide ongoing coaching and support to help agents navigate AI-driven workflows. How successful have these efforts been?

Contact Center 130

Contact Center Self Service Report Trends 130

InMoment XI

DECEMBER 22, 2022

This can include listening posts like customer support interactions, emails, live chats, direct surveys, online product reviews, social media comments, and more! That’s in large part thanks to DocuSign , a brand where growth is driven by customers who share the easy, secure e-signature experience with colleagues and clients.

Voice of Customer 418

Voice of Customer Examples Strategy Net Promoter Score 418

InMoment XI

NOVEMBER 26, 2024

Focus: Real-time customer journey analytics to understand the emotions, pain points, and touchpoints customers are experiencing at every stage. Example: A software company wanting to overhaul their customer support process to improve resolution times can create a future state journey map to show what the ideal process would look like.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Joe Rawlinson

JANUARY 24, 2025

Without a clear understanding of business analytics, entrepreneurs risk making decisions that may harm growth and profitability. Business analytics isnt just for large corporations. This article dives into the essential role of business analytics and how entrepreneurs can use it to achieve long-term success.

Analytics 78

Analytics Financial Return on Investment e-support 78

GetFeedback

JANUARY 19, 2020

Public comments on social media sites like Twitter, Facebook, LinkedIn, and review sites. Winning CX initiatives use text and social media at least 80% of the time, compared to half of those in a Developing stage. Posts and comments on social media. Customer service agent notes and messages.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Thematic

MARCH 20, 2025

Customer feedback used to be a puzzle—scattered across surveys, support tickets, and social media. 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.

Customer Insights 62

Customer Insights Analytics Social Media Analysis 62

ECXO

FEBRUARY 3, 2025

Two weeks later, a sales rep follows up, not with another sales pitch, but with a helpful guide or a quick check-in to see if they need support. Thanks to social media and review platforms, unhappy customers now have megaphones to share their dissatisfaction. Example: A customer calls in to complain about a late order.

Sales 247

Sales Customer Experience e-support Examples 247

PeopleMetrics

JANUARY 23, 2025

AI-powered text analytics processes open-ended survey responses, social media comments, and support tickets to identify recurring themes and sentiments. Example: An e-commerce company analyzes CSAT feedback using AI. Heres how AI makes this possible: 1.

NPS 118

NPS Effort Score Metrics e-support 118

InMoment XI

MARCH 25, 2024

Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. What is Predictive Analytics? Improve customer lifetime value.

Analytics 195

Analytics Examples Customer Experience Effort Score 195

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

OCTOBER 19, 2023

In a world where customer service and support are crucial to business success, the importance of an efficient and effective contact center cannot be overstated. These interactions can take various forms, including phone calls, emails, web chats, social media inquiries such as online reviews , and more!

Contact Center 273

Contact Center Customer Service Omni-Channel Call Center Solutions 273

InMoment XI

MAY 31, 2022

In the post-acquisition phase, Customer Success and Support own certain customer touchpoints, and are likely already gathering feedback about them from customers. These touchpoints may include the end of the onboarding cycle in SaaS , order delivery in ecommerce, a customer support interaction.

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

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

Steve DiGioia

MAY 17, 2021

E nd with a fond farewell and an invitation to return. E mpathy – Acknowledge the impact that the situation has on the customer. For example, in technical support, studies show the thing customers need even more than fixing their issue is to feel relief about whatever problem that issue was causing. E ye contact.

Customer Service 341

Customer Service e-support Self Service Customers 341

Thematic

JANUARY 21, 2025

Have you ever wondered how businesses make sense of thousands of customer reviews, emails, and social media comments? 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.

Analytics 62

Analytics Data Social Media Analysis 62

PeopleMetrics

JANUARY 24, 2025

CS focuses on helping customers solve problems or answer questions, while CX encompasses every interaction a customer has with your companywhether its browsing your website, using your product, or contacting support. The company deploys in-app guides and preemptive email support, reducing complaints and enhancing CX.

Customer Service 118

Customer Service Customer Journeys Touchpoint e-support 118

Thematic

JANUARY 16, 2025

Whether it’s reviews, emails, or social media posts, does it feel like you’re barely scratching the surface of what customers are truly saying? That’s where text analytics comes in. 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

Calabrio

MARCH 5, 2025

It’s a pillar method of a customer-centric strategy, processing feedback across various channels, from online chat to support by phone. Let’s consider an e-commerce platform that aims to develop its customer experience through a detailed VoC program.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

BirdEye

MARCH 22, 2023

Including social media in your marketing strategy is crucial to maximizing your leads. However, running a business can be time-consuming, and implementing social media plans may require assistance. Posting consistently is the number one way to achieve your goals on social media.

Social Media 98

Social Media Tools Multi-Channel Analytics 98

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

GetFeedback

AUGUST 14, 2019

Customers change: E xisting customers leave, and new ones come along. Be sure to include online reviews, social media, Voice of the Customer through the Employee or through customer service interactions, and other listening posts in your VoC program data feeds. Go beyond basic analytics. It’s not a quick fix.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

InMoment XI

NOVEMBER 20, 2023

As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. With AI, brands spend less time analyzing text-heavy analytics and more time making smarter decisions to drive change.

Customer Experience 243

Customer Experience Strategy Chatbots e-support 243

BirdEye

AUGUST 21, 2023

Social media is an important part of every business’ content strategy. But just including social media in the strategy may not be enough. Businesses must understand the value it can bring in boosting brand awareness, domain authority, and revenue for your business, especially with social media SEO.

Social Media 98

Social Media How To Multi-Channel Tips 98

InMoment XI

AUGUST 14, 2024

By leveraging natural language processing (NLP), AI can analyze customer reviews, social media posts, and support tickets to determine the overall sentiment—positive, negative, or neutral. Predictive Analytics : Employing predictive models to identify potential future trends and outcomes based on historical data.

Feedback 195

Feedback Customer Experience Social Media Hotels 195

Thematic

FEBRUARY 24, 2025

Align teams and predictive analytics to anticipate needs. AI-driven analytics uncover hidden trends and predict customer needs. Live chat and support interactions – Collect real-time feedback from customer service exchanges. Social media listening – Analyze comments, mentions, and discussions about your brand.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

InMoment XI

JULY 25, 2024

To do this, you need to have a unified view of customer interactions across all channels, such as phone, email, chat, social media, or any other channel. So, to retain agents, work hard to foster a positive work environment for employees with adequate support, recognition, and career development opportunities.

Contact Center 195

Contact Center Contact Center Software Self Service Analytics 195

InMoment XI

JULY 18, 2024

Identify New Opportunities Customer feedback can also bring to light new opportunities or ideas for the business, whether that is a new product or a better way of providing customer support. It includes customer reviews, social media comments, and website analytics.

Feedback 221

Feedback Customer Journeys Net Promoter Score Social Media 221

Thematic

OCTOBER 30, 2024

You can collect VoC data through: Surveys Interviews Reviews Social media interactions This data is crucial for understanding customer satisfaction, identifying areas for improvement, and strengthening customer relationships. Online communities : Online communities can encourage discussion and engagement.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Lumoa

FEBRUARY 20, 2018

Text analytics help you to analyze the feedback in a fast and efficient manner, showing the tailored results valuable to your business. Ask promoters to leave public feedback: to write a review or share their experience in social media. Customer-centric culture should developed and supported. “

Customer Experience 353

Customer Experience How To NPS Touchpoint 353

Thematic

NOVEMBER 18, 2024

AI sentiment analysis enables organizations to analyze millions of reviews or social media posts. All you need to do is connect your data to an AI analytics platform like Thematic. That’s where it pays to have a more comprehensive analytics solution like Thematic that combines many LLMs with traditional non-generative AI.

Analysis 62

Analysis How To Multi-Channel Social Media 62

rethinkCX

FEBRUARY 13, 2025

Introduction Outsourcing customer support has become a game-changer for businesses looking to scale efficiently while maintaining high-quality service. This guide explores the benefits of outsourcing support operations, best practices for successful partnerships, and how to optimize the process for maximum efficiency.

e-support 52

e-support Case Study Social Media Customer Satisfaction 52