ECXO

MARCH 6, 2025

When employees see top management personally engaging with customer feedback and emphasizing experience in strategy discussions, it signals that CX transformation is not just a buzzword but a true organizational priority. These are opportunities where exceptional experience can strongly influence a customers loyalty and spend.

B2B 339

B2B Customer Journeys How To Effort Score 339

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. Voice of Customer (VOC) programs capture customer preferences, experiences, and expectations through direct and indirect feedback.

Strategy 455

Strategy Customer Experience Net Promoter Score Customer Centricity 455

ECXO

AUGUST 12, 2024

The Essence of Digital Product Design Digital product design involves the creation and refinement of digital interfaces and experiences that fulfill user needs while providing a seamless and enjoyable experience. Maintaining uniformity in typography, color schemes, and interaction patterns enhances the overall user experience.

User Experience 395

User Experience Case Study Financial e-support 395

ECXO

JULY 29, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. Data Analytics : Processing vast amounts of information to uncover patterns and actionable insights. Customer Surveys : Fundamental for gathering direct feedback.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Calabrio

MARCH 25, 2025

The Voice of the Customer (VoC) represents the process of capturing and understanding the needs, expectations, and experiences of your customers. It goes beyond simply collecting feedback; it’s about actively listening to customer sentiment across all touchpoints.

Software 130

Software Customer Journeys Tools Contact Center 130

Thematic

MARCH 20, 2025

It’s not luck—it’s text analytics. Every day, customers leave a trail of feedback in online reviews, social media posts, and surveys. But text analytics can do this in a breeze. Powered by AI, text analytics help businesses quickly identify what customers love, what frustrates them, and what they want next.

Analytics 62

Analytics Social Media Banking Analysis 62

Lumoa

DECEMBER 15, 2022

Companies are finding that innovative technologies can make collecting voice of customer analytics more effortless than ever—and these technologies have opened up exciting new possibilities for improving customer experiences. In this article, we’ll go over what Voice of Customer data analytics is and the different types.

Voice of Customer 221

Voice of Customer Analytics Social Media How To 221

eglobalis

AUGUST 19, 2024

This binary approach fails to capture the nuanced emotions and motivations behind customer feedback, leading to a superficial understanding of customer experiences. It provides feedback on three dimensions: Functionality, Relevance, and Emotion. The sore allows for granular, actionable customer feedback.

NPS 440

NPS Net Promoter Score Effort Score Metrics 440

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. This means you can connect the dots between customer feedback and their journey, giving you a clearer picture of whats working (and whats not).

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

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. Why is NPS ® going up or down?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

AUGUST 14, 2024

Unlock the full potential of your customer feedback with InMoment’s AI-powered solutions. What Is AI Customer Feedback? In today’s fast-paced business landscape, understanding customer sentiment and feedback is more critical than ever. What are the Benefits of AI for Customer Feedback?

Feedback 195

Feedback Customer Experience Social Media Hotels 195

Thematic

APRIL 3, 2025

By 2027, 87% of CX leaders plan to use AI-driven text analytics to power their customer interactions. Text analytics —especially when powered by AI—is changing that. The text analytics market is expected to skyrocket from around $29 billion to over $78 billion in the next few years. Let’s start.

Analytics 62

Analytics Trends Marketing Social Media 62

Thematic

MARCH 26, 2025

Yet, 56% of dissatisfied customers never voice their concerns—they simply leave​ Meanwhile, businesses that actively listen to feedback grow 41% faster than competitors​ The most successful companies create a structured system—a customer feedback loop—to analyze feedback and act on it continuously.

Feedback 62

Feedback Social Media Analysis Survey 62

Lumoa

JANUARY 8, 2024

AI tools are changing the way we analyze customer feedback. This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. Think about all the customer feedback we see – tweets, reviews, comments, surveys. Is the feedback positive, negative, or neutral?

Analysis 369

Analysis Software Comparison Social Media 369

InMoment XI

DECEMBER 22, 2022

If your brand isn’t capturing customer feedback, unfortunately it won’t know how to improve—this is where the voice of customer (or “VoC”) comes in. We call this “experience improvement.”. Next up, here are some specific voice of customer examples that can help you listen to customers and gather their valuable feedback.

Voice of Customer 418

Voice of Customer Examples Strategy Net Promoter Score 418

InMoment XI

NOVEMBER 26, 2024

With this information, you can improve your customer experience and eliminate pain points. In fact, over 70% of organizations say that customer journey mapping has helped them improve the user experience (UX) of a product or service or has helped them gain investment to create new features.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

ECXO

AUGUST 19, 2024

Data-Driven Decision Making : Experiments provide valuable data on actual customer behavior, leading to more accurate and effective CX strategies. Advanced analytics tools can interpret this data, ensuring decisions are evidence-based. customer feedback) for comprehensive insights. click-through rates) and qualitative data (e.g.,

Customer Journeys 369

Customer Journeys Customer Experience Net Promoter Score Effort Score 369

ECXO

DECEMBER 25, 2024

But meeting these expectations effectively requires companies to truly listen to their customersa fundamental pillar of excellent customer experience. 153 Listening to Customers: The Foundation of CX and Growth At the heart of exceptional CX lies the ability to listen and act on customer feedback.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

DECEMBER 1, 2022

In other words, better results for the business and better experiences for their customers and employees. The key to taking an experience program beyond metrics is to move beyond monitoring customer feedback and stories and focus on the formation of actionable plans for changes informed by them. Forrester Text Analytics Wave.

Self Service 370

Self Service Analytics ROI Automotive 370

InMoment XI

AUGUST 17, 2023

Happy customers become brand advocates, fueling growth through positive customer feedback. Usability Testing and User Experience Research: By observing how customers interact with your product, you can identify usability issues, confusing workflows, or design flaws.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

Thematic

MARCH 2, 2025

Customer feedback is everywhere—reviews, surveys, social media—but making sense of it all? That’s where Thematic text analytics comes in. Tags and Themes: Control at Your Fingertips Not all feedback is created equal. That’s the challenge. Let’s explore why. Let’s explore why.

Analytics 62

Analytics Social Media Net Promoter Score Effort Score 62

Thematic

SEPTEMBER 12, 2021

Through comments in customer feedback surveys, social media conversations, call center dialogue, etc., your customers are often telling you how they feel about specific features, customer service quality, user experience, and more. In this article, we’ll dive into how companies leverage customer feedback analytics.

Metrics 117

Metrics Analytics Feedback Effort Score 117

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. It transforms scattered feedback into clear, actionable insights, so you can focus on what truly matters. Thematic is a powerful text analytics tool designed to turn unstructured feedback into meaningful insights.

Analytics 62

Analytics Analysis Feedback Customer Satisfaction 62

InMoment XI

OCTOBER 9, 2024

Knowing how to collect customer feedback is crucial to delivering consistent value as a business and staying ahead of your competition. Why is Collecting Customer Feedback Important? Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention.

Feedback 195

Feedback How To Social Media B2C 195

Thematic

FEBRUARY 23, 2025

Businesses need text analytics done right to extract valuable insights that they can use for effective decision-making. Setting Clear Objectives for Text Analytics Before diving into text analytics, it’s essential to define clear objectives. One of the top challenges in text analytics is dealing with unstructured text.

Analytics 62

Analytics Social Media Analysis e-support 62

ECXO

NOVEMBER 17, 2024

Adobe’s “Click, Baby, Click” campaign exemplifies the power of storytelling, using humor to create an emotional connection with marketing professionals by highlighting the need for accurate analytics. Slack (USA) – B2B Slack, a collaboration platform, has effectively utilized emotional design to enhance user engagement.

B2B 390

B2B Loyalty Connections Technology 390

Retently

NOVEMBER 27, 2024

For example, streamlining fulfillment processes ensures on-time deliveries, which builds trust and reduces negative feedback. Similarly, using customer data to refine marketing messages creates personalized experiences that make shoppers feel valued. Are they missing your “Buy Now” button because it’s poorly placed?

Ecommerce 148

Ecommerce Sales Strategy Tips 148

ECXO

JUNE 11, 2023

A seamless digital experience that quickly provides answers will set your business apart. Conduct usability testing – testing your design with users will help you identify any usability issues and make necessary improvements. Measure the impact of improvements Define your goals – set one or two goals that you can link to CX investment.

B2B 390

B2B B2C Touchpoint Customer Journeys 390

Calabrio

MARCH 25, 2025

Chatbot Quality Assurance (QA) is the process of systematically testing and evaluating a chatbot’s performance to ensure it meets quality standards and provides a positive user experience. LLMs also allow businesses to quickly identify and work to resolve potential issues before they become a customer retention issue.

Chatbots 130

Chatbots Contact Center Self Service Virtual Agent 130

Alida

NOVEMBER 1, 2018

If someone asks if you like vanilla, chocolate or strawberry ice cream best – and your answer is that you don’t like any of those because you’re lactose-intolerant – you can immediately see how limiting survey questions without opportunities for open-ended feedback are. Consider another circumstance. Not very compelling.

Feedback 147

Feedback Exercises Analysis Effort Score 147

Lumoa

JANUARY 11, 2022

Aiming for a high NPS score will help you in increasing your profit and achieve a high ROI on your customer experience. NPS surveys or full NPS analytics? The question of “What should you invest in: survey or analytics?” And without great analytics, you would not understand your data.

NPS 243

NPS Software Net Promoter Score Survey 243

ECXO

JULY 22, 2024

Last year, our team worked with Samsung to enhance the design and customer experience of their SDS and SDN product lines. Effective onboarding reduces frustration and prevents churn by equipping users with necessary knowledge and skills. Feedback Loops: Implementing systems for users to share their experiences and suggestions.

B2B 207

B2B Customer Experience Self Service e-support 207

Thematic

APRIL 1, 2025

In fact, 73% of customers say customer experience is a top factor in their purchasing decisions​, so investing in insights is no longer optional. In this guide, we'll break down how to build a winning strategy—from setting clear objectives to using analytics and AI, mapping journeys, and creating a continuous feedback loop.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

Gainsight

MAY 12, 2022

Unfortunately, as a product leader or manager, you probably feel like all of the extra feedback you’re receiving from stakeholders, fellow employees, and users is blocking the path to a better user experience. That’s why product analytics is a razor-sharp tool for product leaders. What is product analytics?

Analytics 105

Analytics Customer Experience Roadmap Feedback 105

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

Customer Bliss

JANUARY 28, 2021

Without it, we left the door open for misalignment, a poor user experience, and a crumbling internal team.Fostering trust on a CX team is non-negotiable. Encourage your team by actively listening, engaging with their ideas and feedback, and rewarding based on merit. Delegate, Empower, Illuminate.

Leadership 254

Leadership User Experience Feedback Culture 254

ProProfs Chat

OCTOBER 30, 2021

User experience (UX) can make or break a brand identity. Fortunately, there are many steps you can take to understand your customers’ user experience better and rectify issues, if any. In fact, companies can detect 85% of UX-related issues just by performing a usability test on a group of five users.

User Experience 93

User Experience Survey Tips Exercises 93