Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. What is Customer Experience Analytics? Customer Experience Analytics (CXA) is the process of collecting, analyzing, and understanding customer data. Why is Customer Experience Analytics important?

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. What is Customer Experience Analytics? Customer Experience Analytics (CXA) is the process of collecting, analyzing, and understanding customer data. Why is Customer Experience Analytics important?

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. What is Customer Experience Analytics? Customer Experience Analytics (CXA) is the process of collecting, analyzing, and understanding customer data. Why is Customer Experience Analytics important?

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

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

Lumoa

JANUARY 23, 2018

Instead it is the unstructured nature of the data which makes it challenging to tackle with any traditional means of analytics. This situation is where automated text analytics is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic. Which one should be tackled first? Learn More.

Analytics 304

Analytics NPS Financial Analysis 304

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. Think of it like a project plan.

B2B 295

B2B Customer Experience Roadmap Culture 295

Thematic

OCTOBER 3, 2021

Introducing Chat Analytics Chat Analytics is now available for Thematic customers! Why Chat Analytics? Chat analytics makes it easy to identify the main reasons your customers are looking for support. Here’s how Chat Analytics works in detail 1. Take this conversation for example.

Analytics 62

Analytics Roadmap Analysis Social Media 62

SurveySparrow

DECEMBER 9, 2023

Read More: Iot Data Collection and Visualization: How to Use it to Understand Big Data Types of Dashboards: Strategic, Operational, Analytical When it comes to dashboards, it’s not a one-size-fits-all scenario. Analytical Dashboard An analytical dashboard is like the intelligent brain of your business operations.

Analytics 52

Analytics Trends Metrics Tools 52

Thematic

JULY 21, 2023

This interview was first published at Upsilonit.com Anton Oparienko (COO, Upsilon): Today, I'm pleased to have Alyona Medelyan with me, the co-founder and CEO at Thematic , an innovative feedback analytics solution. And there were already back then examples of NLP in action. Are there any product roadmap points you can share?

Analytics 62

Analytics Feedback Net Promoter Score Chatbots 62

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

APRIL 21, 2020

This brings its own set of challenges and opportunities for customer insights & analytics leaders. One way we’ve responded at Thematic has been to start hosting virtual roundtable discussions for customer insights and analytics professionals to connect and share how everyone is managing. Normalize metrics. Focus on incoming demand.

Analytics 103

Analytics Call Center Survey Feedback 103

Totango

MARCH 13, 2020

Understanding how to use customer success analytics to your advantage is key to seeing your enterprise’s roadmap for the future. Utilizing customer success analytics intelligently begins with identifying what to track and how to track it. Using Customer Success Analytics to Take Action. This promotes efficiency.

Analytics 82

Analytics Customer Success How To Customer Journeys 82

Calabrio

NOVEMBER 1, 2016

Speech analytics is a huge opportunity for brands. If you aren’t at least considering speech analytics for your contact center, you risk missing out on valuable information that can improve the entire customer experience. When implementing speech analytics, the pressure is on to quickly realize return on investment. Have a plan.

Analytics 100

Analytics Company Contact Center Return on Investment 100

ECXO

OCTOBER 5, 2023

Experience Management Maturity Price: € 415 EUR Description: Learn how to generate indisputable ROI and internal engagement through modernized approaches to customer, partner, and employee experience Metrics & Analytics, Design & Efficiencies, Culture & Accountability, VoX & Intelligence, and Strategy.

ROI 156

ROI Video Government Leadership 156

Avaya

APRIL 15, 2019

For example, ignoring one of the most popular AI derivatives—chatbots—will put companies at a competitive disadvantage. What can chatbots or AI-enabled analytics do for your customers or your agents that will drive an opportunity or address a problem? As with any technology, don’t deploy it just for technology’s sake.

Roadmap 47

Roadmap Customer Experience Self Service Chatbots 47

Kerry Bodine

DECEMBER 30, 2020

Consider this your high-level roadmap for developing journey maps and using them to drive action. Journey analytics is one step in the right direction. What is journey analytics ? We started out with 10 steps , then realized that there were many benefits in simplifying our model.

Customer Journeys 227

Customer Journeys Customer Experience Touchpoint Analytics 227

Qualtrics

APRIL 25, 2019

Roseboro stated we need a new roadmap for D&I — a roadmap that goes from passive exclusion to active inclusion, and which is tailored to satisfy employee demands and capabilities. 5) Mitigate bias – The most effective D&I initiatives are predominantly grounded in objective data and analytics. Book a demo.

Roadmap 40

Roadmap Competitive Advantage Culture Measurement 40

Experience Investigators by 360Connext

OCTOBER 17, 2023

For example, if you can find the cost of losing a customer within the first year, you can make a strong case for both the higher customer lifetime value of keeping a customer AND the savings that come with that. This can include customer feedback, financial data, behavioral analytics, operational metrics, and industry benchmarks.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Lumoa

JANUARY 19, 2023

For example, you will be starting to ask questions like: how does a shorter average response time help us achieve better retention? It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives. Remember, not all data is created equal. website, apps, etc.),

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Wootric

AUGUST 10, 2018

Laura Klein, Principal at Users Know and author of UX for Lean Startups and Build Better Products spoke to us about her process of analyzing qualitative data when prioritizing next features: “I have a system for analyzing qualitative data throughout the lifetime of the product, even after we have behavioral analytics! Learn more.

Roadmap 53

Roadmap Data Net Promoter Score Analytics 53

Lumoa

AUGUST 23, 2021

Importance of efficient analytics Customer insight platforms, like Lumoa , helps organizations in the process of collecting and analyzing customer feedback to discover valuable insights. These analytics are always going to be crucial starting points for any type of growth, pandemic or not.

Customer Experience 236

Customer Experience Social Media Video Customers 236

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. Zendesk reports that Siemens Financial Services, for example, has had to adapt to a 30% spike in volume). Then ChatGPT happens.

Customer Experience 182

Customer Experience Chatbots Self Service Touchpoint 182

Gainsight

APRIL 5, 2022

However, there are tried-and-true ways for product leaders to use analytics to drive multi-product growth. In this article, we examine the biggest issues multi-product companies face and nail down how to use analytics to promote product growth across the organization. What are some examples of multi-product companies?

Company 52

Company Multi-Channel Roadmap Analytics 52

Customer Bliss

SEPTEMBER 19, 2017

From her LinkedIn: Libby is the Chief Customer Officer and founding partner of Alteryx, Inc, Alteryx® provides strategic analytics software for enterprise and SMB companies making critical decisions about how to expand and grow. For those driving B2B technology companies, you will not want to miss her actions, path and how she drove success.

Chief Customer Officer 97

Chief Customer Officer Customer Journeys Roadmap Telecommunications 97

West Monroe

JANUARY 2, 2024

At this stage, a crucial responsibility for the CFO is the collection of a diverse range of quantitative and qualitative metrics; these metrics serve as the backbone of the organization's prioritized focus, essentially forming the finance transformation roadmap. CRM, ERP, WMS). an account in CRM = ship to address in ERP).

Data 52

Data Roadmap CRM Technology 52

Wootric

DECEMBER 21, 2018

We are helping them move toward the CX holy grail: unifying all of the “voices” of the customer in one analytics platform. . Product roadmap prioritization, customer journey optimization and improved employee engagement are some of the diverse goals our customers are tackling with the power of machine learning.

Analytics 67

Analytics Survey e-support Analysis 67

ChurnZero

MAY 30, 2024

These are a few examples of tools that I use, but there is a whole world of instructional design tools out there. For example, let’s say a learner tells you that your training program is too long and complicated, and doesn’t make sense. Before you lose yourself in research, identify what is essential to you, and explore that first.

How To 107

How To Video Course Feedback 107

Magellan Solutions

FEBRUARY 26, 2024

It provides more comprehensive call analytics. Intelligent Analytics Dashboards AI for call centers provides in-depth analytics on call times, first resolution, and more. It allows for more well-rounded call analytics than a human customer support manager could provide. It leads to an exceptional customer experience.

Call Center 52

Call Center Customer Service Contact Center Roadmap 52

Lumoa

MARCH 31, 2021

For example, let’s say you’re looking through survey responses and see that you have a large drop-off point after the fifth question. Example of actionable insights Let’s go through some examples of actionable insights and non-actionable insights. Example 3 Insight: Your NPS score dropped by 5 points last month.

Effort Score 208

Effort Score NPS Net Promoter Score Self Service 208

NetBase

OCTOBER 12, 2018

You know Social Media Analytics are important – yet 81% of executives surveyed don’t feel their company is using social to its full potential. Watch the full webinar for examples of brands using Brand Passion in this way. This helps you measure the value of celebrity influencer spend – for example – versus organic micro-influencers.

Social Media 49

Social Media Analytics Metrics Airlines 49

Retently

JULY 3, 2024

Honest feedback is like a roadmap for businesses. For example, a feedback form might ask for your name, email, or employee ID, which can lead to guarded responses. For example, Glassdoor increases company transparency by providing honest, unfiltered employee experiences. Anonymous feedback tools remove this barrier.

Tools 78

Tools Feedback Analytics Survey 78

Guavus

FEBRUARY 17, 2022

For example, I spend a good portion of my time defending my products’ roadmaps from ‘feature creep’, an ever-increasing list of required bells and whistles to include in the product. For example, customer-centric KPIs can indicate: The severity of voice experience anomalies. Intro video of Ops-IQ Mobile Voice Analytics.

NPS 98

NPS Net Promoter Score Customer Centricity Analytics 98

Martin Hill-Wilson

JANUARY 29, 2016

The first is Interaction Analytics which provides credible evidence of what goes on day in day out. I’ve been a long term evangelist for the interaction analytics cause. It’s still going to take some time but voice and text analytics in a world preaching big data and proactive engagement has to eventually stick. Self Service.

Omni-Channel 40

Omni-Channel Roadmap Self Service Customer Journeys 40

Totango

NOVEMBER 27, 2023

Reporting becomes stronger when multiple integrations consolidate data across the tech stack, such as customer relationship management (CRM), data warehouses, and product analytics tools. For example, unified data bridges the gap between sales and CS teams. Market presence: Revenue and number of customers.

Report 94

Report Trends Customer Success Self Service 94

Experience Investigators by 360Connext

AUGUST 22, 2023

In the course, I share examples of what your mission statement can look like. At the company level, review metrics like customer retention or renewal rates, referral rates, and digital analytics like website conversions. Keep this mission front-and-center in everything you do and revisit it during company meetings.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

Thematic

SEPTEMBER 1, 2021

Read on to learn how to use our powerful analytics for deeper customer insights. What is chat analytics? Chat analytics is the process of finding useful data points in chat conversations and support tickets. For example, it’s useful to know the main reasons your customers are looking for support.

Customer Insights 114

Customer Insights How To Analysis Analytics 114

Gainsight

JANUARY 17, 2020

How do you prioritize what feedback gets incorporated into the product roadmap? From a bigger, strategic roadmap perspective, we get that from our executive business reviews or our insider program. For example, if an onboarding teammate runs into a customer question they can’t answer, a product expert can provide answers in real time.

Feedback 117

Feedback Roadmap ROI Case Study 117