InMoment XI

JULY 1, 2024

Organizations should take a closer look at predictive analytics 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? Why is Predictive Analytics Important?

Analytics 195

Analytics Data Effort Score Social Media 195

InMoment XI

NOVEMBER 13, 2024

Churn prediction helps you tailor your marketing efforts to re-engage customers at risk of leaving. Look at variables like purchase recency, CSAT (customer satisfaction score), and interaction frequency. The continuous monitoring and adjustment require considerable time and effort. It informs effective marketing strategy.

Customer Retention 195

Customer Retention How To Analysis ROI 195

ECXO

DECEMBER 25, 2024

It can feel like a tug-of-war, where the push to scale revenue, grab a bigger slice of the market, and stay ahead of the competition sometimes clashes with the time, effort, and resources required to ensure customers feel valued and satisfied. Airbnb: Redefining Hospitality Airbnbs growth is a testament to the power of listening to customers.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Thematic

MARCH 2, 2025

That’s where Thematic text analytics comes in. With 70% of companies expected to adopt NLP for sentiment analysis by 2025, the future of customer feedback lies in advanced text analytics—and Thematic is leading the way. That’s the challenge. Let’s explore why.

Analytics 62

Analytics Social Media Net Promoter Score Effort Score 62

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

InMoment XI

JANUARY 17, 2024

In the dynamic world of hospitality, the ability to manage and enhance the guest experience often spells the difference between those who win and those who get left behind. With travel consumers exposed to seemingly limitless hospitality solutions, providing an exceptional guest experience helps differentiate your brand from competitors.

Guest Experience 195

Guest Experience Trends Hospitality Customer Journeys 195

ECXO

MARCH 21, 2023

Design leads us to data and experience personalisation Personalised approach (Data Analytics): Customers expect a personalised experience that meets their specific needs. Just in B2B, the challenges are greater to achieve great experiences, but data analytics definitely helps. You can also support and donate to The Lab.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

InMoment XI

DECEMBER 13, 2024

It enables call center management to monitor and analyze key performance indicators (KPIs) like call volume, agent effort score, and peak-hour traffic. The analytical insights help improve customer satisfaction and retention. As a result, teams can make informed decisions on improving customer relationships and resolving issues.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

Thematic

OCTOBER 30, 2024

Tracking and examining customer conversations over multiple channels takes time and effort – which is why many top-tier brands and leading organizations are turning to AI-driven voice of customer (VoC) tools to extract insights from customer feedback at scale.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Lumoa

NOVEMBER 29, 2021

Insightful analytics is possible with modern technologies such as Lumoa that have machine-learning-based text analytics. Most organizations, that receive large amounts of customer feedback data, can buy text analytics solutions that help in making sense of the data and transform the chaotic customer voice data into structured info.

ROI 243

ROI Customer Experience NPS Financial 243

Lumoa

JULY 10, 2018

Insightful analytics is possible with the modern technologies such as machine-learning-based text analytics. Most organizations, who receive large amounts of customer feedback data, can buy text analytics solutions which help in making sense of the data and transform the chaotic customer voice data into structured info.

ROI 284

ROI Customer Experience NPS Financial 284

BirdEye

MARCH 6, 2025

But the real challenge was turning scattered efforts into a unified, results-driven strategy. Get listed on high-authority online directories A business listed on high-authority directories like Yelp, BBB, and Yellow Pages has a higher trust score with search engines. Post at optimal engagement times based on audience analytics.

Tips 85

Tips Tools Social Media Multi-Channel 85

SurveySensum

JANUARY 16, 2025

While Qualtrics is noted for its predictive analytics and advanced surveys, SurveyMonkey is known for its user-friendly drag-and-drop user interface and automated NPS calculation. The solution works best for industries like Education, Healthcare software, Technology, Retail , Financial Services, B2B, Travel, Hospitality, etc.

Comparison 52

Comparison Effort Score Analysis Multi-Channel 52

Customer Guru

JUNE 29, 2018

In this episode of CX Conversations, our guest – Rajarshi Sen (Raj), Manager, Operations & Strategic Initiatives at Kamineni Hospitals – joins our host – Vivek Jaiswal – to discuss the state of customer experience in Healthcare. I would just sit and talk to them and listen to them about what they have to say.

Hospitality 76

Hospitality Healthcare Customer Experience Management 76

InMoment XI

OCTOBER 4, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. A productivity tool startup sends Net Promoter Score (NPS) surveys to its customers and analyzes the responses to see how it can further improve its product.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

SurveySensum

DECEMBER 18, 2024

You can receive a score of 35 or 50 or 63 which determines how happy or unhappy your customers are. But how can you know if it is a good or bad NPS score ? The score is calculated based on responses to a single question On a scale of 0-10, how likely are you to recommend our product to your friends and colleagues?

Net Promoter Score 52

Net Promoter Score NPS Effort Score Survey 52

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. I thought this was a great way to tackle CX for a complex system like public transportation.

Transportation 129

Transportation Industry Management Chief Customer Officer 129

Happy or Not

APRIL 1, 2025

Metrics such as Net Promoter Score (NPS) , Customer Effort Score, and Customer Satisfaction score help brands measure customer satisfaction and improve customer journey. Tracking net promoter score (NPS) and other satisfaction metrics allows companies to measure success and identify new growth opportunities.

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36

Experience Matters

APRIL 7, 2015

Once again we had a great group of nominees, making the scoring difficult for the judges. Powered by the industry’s most sophisticated text analytics engine, Clarabridge collects and transforms all forms of customer feedback into intelligence, allowing businesses to activate the voice of the customer across the enterprise. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

InMoment XI

APRIL 3, 2024

Customers will go with well-designed websites, brands that pay to be more visible through SEO efforts, companies with helpful and high-ranking content, and services with plenty of customer reviews and other types of social proof. These include the following: Usability How much effort does the interaction demand on the part of the user?

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. Aimee Lucas. Dennis Wakabayashi.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

BirdEye

FEBRUARY 4, 2025

Boost local SEO rankings with AI-generated keyword insights and listing performance analytics. Features: Aggregates reviews from 100+ sources AI-powered customer sentiment analysis Custom ORM reports for multi-location businesses Ideal for: Enterprises, hospitality, and healthcare businesses that want deeper reputation insights.

Tools 52

Tools Brands Management Multi-Channel 52

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. Aimee Lucas. Dennis Wakabayashi.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

AWS Machine Learning

OCTOBER 24, 2023

With IDP, businesses can transform unstructured data from various document types into structured, actionable insights, dramatically enhancing efficiency and reducing manual efforts. You can use an LLM to deduce the total number of days the patient was admitted in the hospital, given the two dates extracted by Amazon Textract.

Hospitality 135

Hospitality Examples e-support Data 135

AWS Machine Learning

SEPTEMBER 24, 2024

It also enables operational capabilities including automated testing, conversation analytics, monitoring and observability, and LLM hallucination prevention and detection. “We Solution overview For this post, we use a fictional hotel chain example called Example Corp Hospitality Group. If you don’t already have one, you can create one.

Knowledge Base 98

Knowledge Base Contact Center Connections Hotels 98

Avaya

MARCH 20, 2018

For businesses, it’s about real-time analytics of the interaction, using sentiment analysis and artificial intelligence to measure customer behavior in a more genuine way. However, more organizations—especially on a government level—now realize the benefits of sharing analytics data to promote positivity on a community scale.

Measurement 57

Measurement Technology Government Banking 57

SurveySensum

JULY 14, 2020

Principal Analyst, most of her work is focused on research, advisory, and training efforts on shaping the future of experience management (XM). Lead CX Analytics and Insights Manager at CenturyLink. Currently working at Qualtrics as a Sr. Nick Macfarlane – CX Speaker, Thought Leader, Head of Customer Experience at Sky.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SurveySparrow

MARCH 5, 2024

A study by Harvard Business School says that retailers who adopted analytics dashboards increased their revenue by an average of 13-20%. Staff Courtesy and Professionalism: Assess patient satisfaction with the professionalism and courtesy of hospital staff. But how do they do it?

Industry 52

Industry Net Promoter Score Hospitality Healthcare 52

SurveySensum

JANUARY 16, 2025

While Qualtrics is noted for its predictive analytics and advanced surveys, SurveyMonkey is known for its user-friendly drag-and-drop user interface and automated NPS calculation. The solution works best for industries like Education, Healthcare software, Technology, Retail , Financial Services, B2B, Travel, Hospitality, etc.

Comparison 52

Comparison Effort Score Analysis Multi-Channel 52

SurveySensum

JUNE 15, 2023

It’s no wonder companies like Link Net , a telecommunication giant, have made it a top priority to boost their customer satisfaction scores. So, you might be wondering, “What exactly is a CSAT score , and how can it help my business?” But how do you calculate this magical CSAT score? What is a Good CSAT Score?

How To 52

How To Effort Score Customer Satisfaction Survey 52

SurveySparrow

FEBRUARY 18, 2024

New Technology: Some businesses look for tools with new tech like AI or predictive analytics to understand feedback better. Real-Time Reporting & Analytics: Gain instant insights into survey responses with interactive dashboards and detailed reports, allowing you to track trends and make informed decisions in real time.

Multi-Channel 52

Multi-Channel CRM Tourism e-support 52

SurveySensum

AUGUST 28, 2024

Who wouldn’t want to pay a little extra to have a hassle-free and streamlined experience that saves time and effort? Chick-fil-A Chick-fil-A is a well-known name in the fast-food industry and has topped the list in this industry in the American Customer Satisfaction Index (ACSI), earning an overall score of 83 out of 100 in 2024.

Company 52

Company Customer Experience Effort Score Customer Centricity 52

SurveySparrow

JUNE 15, 2023

Share Customer Effort Score (CES) surveys right after each sale or interaction to see if they would stick to your brand. ZohoDesk ZohoDesk is an omnichannel customer service solution that is a favorite among businesses of all sizes, especially in industries like hospitality, finance, telecom, etc. per month, respectively.

Customer Experience 52

Customer Experience Effort Score Self Service Hospitality 52

Kustomer

APRIL 15, 2021

New technologies allow for that data to be automatically collected, scored, and reviewed. Brands would be wise to implement data collection and implementation on a company-wide basis, as it plays a major role in customer success and higher NPS scores across the spectrum. Those books and all that research was a big team effort.

Omni-Channel 68

Omni-Channel Effort Score Contact Center Call Center 68

Confirmit

JUNE 15, 2017

Maxie had some great advice for the assembled group around how to address these issues, particularly around the way in which companies need to rethink their metrics and analytics. Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix, Inc., All trademarks are the property of their respective owners. and Fred Reichheld.

B2B 40

B2B Net Promoter Score Insurance Effort Score 40

Call Experts

JULY 27, 2023

By centralizing customer interactions, contact centers have reduced response times, optimized resource allocation, and minimized customer effort, all while increasing productivity. Quality Assurance Score : Measures agents’ adherence to protocols, scripts, and average call center and operational efficiency metrics.

Call Center 52

Call Center Customer Service e-support Contact Center 52

SurveySparrow

JANUARY 18, 2024

CX Module: Through Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES), you can easily gauge customer sentiments and interactions for a more engaging experience. 5 Suitable For Retail, Healthcare, Education, Hospitality, E-commerce, Finance Why don’t you take it for a spin?

Healthcare 52

Healthcare Survey Hospitality Transportation 52