Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Both groups of technologies can be utilized to make analytics more actionable. By the way, did you know that Lumoa’s analytics is powered by AI? Actions include short- and long-term follow-ups. Why is NPS ® going up or down? So why should you care?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

ECXO

AUGUST 19, 2024

Research shows that companies leveraging advanced experimentation techniques see significant enhancements in performance metrics, such as a 20% increase in customer satisfaction and higher sales conversion rates. Advanced analytics tools can interpret this data, ensuring decisions are evidence-based.

Customer Journeys 369

Customer Journeys Customer Experience Net Promoter Score Effort Score 369

InMoment XI

NOVEMBER 1, 2022

And when it comes to grouping objects based on a somewhat nebulous idea of similarity , traditional statistical tools may fall short. With cluster analysis, data analysts can construct data groups (or clusters ) based on a range of similarities and differences. Confirm the Metricality of the Data.

Analysis 397

Analysis Groups Metrics Airlines 397

CloudCherry

SEPTEMBER 26, 2018

Predictive analytics offers a unique benefit in that they allow a company to preemptively know what a customer is going to want, feel, or do within a product or application. Predictive analytics help align and improve the customer experience. Align – deliver insights across the organization, democratizing the data.

Analytics 240

Analytics Customer Experience Customer Journeys Analysis 240

Lumoa

JANUARY 24, 2024

That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. Customer satisfaction drives key metrics like your Net Promoter Score (NPS). Careful and well-implemented text analytics can easily reveal dozens of improvement ideas. However, first, you have to know where to look!

Analytics 195

Analytics Feedback Net Promoter Score Analysis 195

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. Step 5: Understand Customer Sentiment While customer sentiment is usually a metric reserved for consumers who have already become customers, it can be useful in creating a customer journey map.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Experience Investigators by 360Connext

JANUARY 7, 2025

Youll identify metrics youll track to prove these outcomes, and we explain metrics more below. Measurement : Back to metrics, youll need tools or processes to continually check in on your program’s success and see how far youve come. Each of the above examples includes CX metrics you may choose to track.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

ECXO

DECEMBER 25, 2024

Innovate Based on CX Insights What to Do: Use customer feedback and data analytics to identify gaps and develop new products or services. Measure CX Impact on Business Metrics What to Do: Track CX metrics like NPS, Customer Satisfaction (CSAT), and Customer Effort Score (CES). Automate repetitive tasks to save customers time.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

NOVEMBER 7, 2024

Segmentation Segmentation in customer experience automation leverages customer data to group customers by behavior, preferences, or demographics. Customer segments help you organize your customers into meaningful groups for targeted interactions. This enables more relevant and targeted communication.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

Retently

JANUARY 13, 2025

Key Takeaways CES is a critical metric for understanding how easy or difficult it is for customers to interact with your business. While metrics like CSAT or NPS focus on the big picture such as overall happiness or loyalty CES zooms in on the little moments that can make or break a customers experience. A high-effort experience?

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

Lumoa

NOVEMBER 8, 2017

The most widely used customer experience metric NPS (check what Net Promoter Score is about and how to use it for your company) actually gives all the necessary ingredients for the actionability. It is very typical that a customer experience metric is followed on leadership team level only as a number.

Feedback 275

Feedback Net Promoter Score Analytics Metrics 275

Thematic

FEBRUARY 12, 2025

With text analytics marketing, you can analyze feedback from sources such as social media and surveys to uncover valuable customer insights—helping you create campaigns that truly resonate. The good news is you don’t need a crystal ball—text analytics marketing can help.

Analytics 62

Analytics Marketing Social Media Net Promoter Score 62

Thematic

JANUARY 28, 2025

Maybe you’ve heard about tools like text analytics but aren’t sure how they work or where to start. This beginner’s guide will walk you through how text analytics works , from gathering raw feedback to uncovering the trends that drive smarter decisions. Your text analytics tool will have to clean it.

Analytics 62

Analytics Analysis Social Media Effort Score 62

eglobalis

SEPTEMBER 16, 2024

Therefore, understanding the needs of each group is essential. C-suite executives should lead this effort, ensuring the organization understands the complexity of the customer journey and invests in advanced analytics tools to segment and map these touch-points.

B2B 382

B2B Strategy Customer Experience Customer Journeys 382

Thematic

APRIL 8, 2025

Of course, Thematic, a feedback analytics platform, can help you implement and close the customer feedback loop by turning feedback into clear, actionable insights. All your qualitative feedback and quantitative metrics (like ratings or NPS scores) can be combined and analyzed together.

Feedback 62

Feedback Analytics Analysis NPS 62

Lumoa

JANUARY 3, 2023

For example, how often do they access a particular service (Google Analytics), or how much do they purchase (CRM), etc. and “What is your age group?”. Metric Selection: Optimize for impact within the organization. Then I wanted to talk about two topics that are very controversial – selecting metrics and scales. .

Survey 369

Survey Metrics NPS Effort Score 369

Calabrio

MARCH 25, 2025

Types of VoC Tools Voice of the Customer tools can, broadly speaking, be categorized into three main types, each serving a distinct purpose in capturing and analyzing customer feedback: Reporting and analytics tools These tools are designed to extract meaningful insights from customer interactions.

Software 130

Software Customer Journeys Tools Contact Center 130

eglobalis

OCTOBER 9, 2024

Hitachi (Japan) Hitachi faced requests from industrial IoT clients for better integration of their analytics tools. After evaluating the technical feasibility and broader market demand, Hitachi developed a new modular analytics platform that could be scaled across industries.

Feedback 516

Feedback ROI Innovation B2B 516

Feedbackly

OCTOBER 25, 2024

What is Emotional Analytics? Emotional analytics in CX involves studying, analyzing, and interpreting the emotions expressed by your customers. Emotional analytics has a predictive nature—your brand’s emotional connection with customers often determines their future actions. Let’s look at a scenario.

Analytics 52

Analytics Case Study Study Analysis 52

Calabrio

APRIL 11, 2025

A comprehensive needs assessment involves: Analyzing Performance Data: Dive into key metrics like Customer Satisfaction (CSAT) , First Call Resolution (FCR) , Average Handle Time (AHT) , and other factors of QA scorecards. Use surveys, interviews, and focus groups. Ask: Where are the gaps in performance?

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

CSM Magazine

MARCH 13, 2025

The Importance of Measuring Customer Satisfaction Customer satisfaction is more than just a feel-good metric. Customer feedback, when combined with satisfaction metrics, becomes a powerful tool for shaping business decisions. At its core, satisfaction metrics are the compass for strategic planning.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

InMoment XI

OCTOBER 17, 2024

Understanding customer expectations and behaviors is crucial to delivering consistent value and accomplishing key business metrics. InMoment’s award-winning custom text analytics platform can help quickly categorize and summarize open-text responses. In fact, 66% of customers expect companies to understand their needs.

Feedback 195

Feedback Effort Score Survey Customers 195

InMoment XI

OCTOBER 30, 2024

The following insurance providers demonstrate the value of adopting a customer-centric approach: Ohio Mutual Insurance Group The Ohio-based insurance company maintained its competitive edge with a Voice of the Customer (VoC) program. What are the best Customer Experience Metrics for Insurance Companies to Measure?

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

Think Customers

OCTOBER 30, 2024

That proverb may be traced to Voltaire and Spider-Man, but it’s contact center leaders who see the impact data and analytics are already having on the front line — and the obligations that come with it. When you use lagging metrics at the end of the month, it’s very hard for agents to truly understand what drives the score.

Contact Center 52

Contact Center Analytics Report Data 52

Calabrio

MARCH 5, 2025

Analytics What is First Call Resolution? First call resolution is far more than just a metric; it’s a direct reflection of your customer service effectiveness and significantly impacts your business’s bottom line. Research from the SQM Group finds that the average FCR across all industries is about 68%.

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

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

Thematic

JANUARY 29, 2025

And that’s where text analytics comes in. Here, similar comments or responses are grouped into themes to understand what customers are really saying. These techniques help you analyze customer feedback by grouping similar responses. R eal-time text analytics makes that possible. That’s huge!

Analysis 62

Analysis Analytics Feedback Net Promoter Score 62

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

Lumoa

FEBRUARY 7, 2023

Focus Groups: when you want to get deep into conversations with your customers, focus groups are an excellent way to ask deeper questions. Most companies today use metrics like NPS, CSAT, and online ratings to gauge customer satisfaction, but they struggle to understand what drives these numbers.

Analysis 396

Analysis Data How To Customer Centricity 396

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. That’s why text analytics is important. Let’s take a look at some of the common text analytics challenges.

Analytics 62

Analytics Analysis Social Media Multi-Channel 62

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Long-term actions are based on the analytics results of the customer feedback. Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down?

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

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

ECXO

FEBRUARY 3, 2025

Use segmentation to group customers by preferences, behaviors, or demographics, and customize your communication accordingly. Monitor customer satisfaction metrics (e.g., Use the right tools: Invest in CRMs, automation platforms, and analytics to streamline your process. NPS, CSAT) to identify areas of improvement.

Sales 266

Sales Customer Experience e-support Examples 266

Thematic

FEBRUARY 12, 2020

Before we get into the nitty gritty detail of Unified Data Analytics, let’s remind ourselves of the cautionary tale of one of pioneers of the Internet… Have you ever heard of Netscape? More and more companies realize just how siloed and fragmented their data is, and that data analytics is most reliable if performed in a unified manner.

Analytics 144

Analytics Data NPS Analysis 144

Thematic

MARCH 30, 2025

Instead, you need unified data analytics to connect every touchpoint and every voice. With four very different customer groups—shoppers, consumers, retailers, and advertisers—they were overwhelmed by fragmented feedback. That said, not all feedback analytics solutions are created equal. Take Instacart.

Customer Insights 62

Customer Insights Data Analytics How To 62

Calabrio

MARCH 5, 2025

With Calabrio ONE VoC analytics tools , you can upgrade contact center performance by centralizing conversations from multiple sources in one place. Use predictive analytics Why not anticipate future customer needs, preferences, and behavior if you can? Based on historical data, AI forecasts future customer trends and demand.

Contact Center 100

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

C3Centricity

APRIL 2, 2018

But in order to become this new business decision support group, new skills are required. Insights 2020 by Kantar-Vermeer spoke about the need for researchers to have five critical capabilities : Research & analytics mastery. Lack of alignment on important metrics. Brand image and brand equity metrics. Storytelling.

Handbook 275

Handbook Marketing ROI Social Media 275