InMoment XI

NOVEMBER 22, 2024

InMoment offers text analytics solutions to let you capture customer intent from their feedback. The right tool is easy to use, scalable, and rich in analytical capabilities. You can use InMoment’s social listening tool to track relevant keywords and conversations across your social media channels.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

ECXO

JULY 10, 2024

Despite its widespread use across various industries, NPS has come under scrutiny for not providing a holistic view of the customer experience. A comprehensive approach that integrates multiple feedback sources, including Voice of the Customer (VOC) metrics, data analytics, and AI, is essential for a complete understanding.

Metrics 374

Metrics Analysis Feedback NPS 374

eglobalis

JULY 2, 2024

Widely adopted across industries, NPS has faced increasing scrutiny for its limitations in offering a complete view of the customer experience. Siemens and Unilever, like all the companies I know, use several metrics, data analytics, and KPIs to drive conclusions.

NPS 453

NPS Feedback Net Promoter Score B2C 453

Retently

NOVEMBER 27, 2024

Expanding Revenue Channels 4. With the industry growing at lightning speed, brands face a golden opportunity to scale like never before – but it’s not as simple as setting up a website and waiting for sales to roll in. Segment your audience with tools like Google Analytics to track behaviors by demographic, device type, or location.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

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

InMoment XI

FEBRUARY 3, 2025

These interactions can be text-based (email, chat) or voice-based (phone, where the conversation is recorded and transcribed) and can originate from many different channels. Data-Driven Decision Making Marketers know that there are plenty of vibes at play in the industry.

Social Media 195

Social Media Call Center Multi-Channel Advertising 195

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

ECXO

JUNE 11, 2024

This transformation, driven by advanced data analytics, machine learning, and predictive technologies, is ushering in a new era of workplace efficiency and personalization. The Multi-Dimensional Impact of AI AI’s impact on the employee experience is multi-faceted, providing significant benefits while also posing substantial challenges.

Employee Experience 334

Employee Experience Analysis Multi-Channel Employee Engagement 334

Uniphore

JANUARY 4, 2022

Speech Analytics. Analyze Analytics and insights from 100% of interactions across all channels. At Uniphore Converse 2022 you will: Hear from leading industry analysts and speakers around the future of CX. Learn from Industry Experts. Case Studies. White Papers. Infographics. Conversational AI. Emotion AI.

Contact Center 317

Contact Center Multi-Channel Innovation Customer Retention 317

InMoment XI

FEBRUARY 8, 2024

A contact center is a centralized facility or department used by organizations to manage customer interactions through various communication channels, such as phone calls, emails, chat, and social media. Conversational Analytics Conversational analytics utilize advanced technologies to analyze spoken or written conversations.

Contact Center 195

Contact Center Multi-Channel First Call Resolution Social Media 195

Comm100

OCTOBER 17, 2023

Here are the key features, channels and tools of customer service automation software: Chatbots : These are AI-driven tools that can engage with customers in real-time on websites, apps, or messaging platforms. Analytics and Reporting : Gather data on customer interactions, identify trends, and make improvements based on insights.

Software 243

Software Chatbots Customer Service Knowledge Base 243

SurveySensum

FEBRUARY 17, 2025

Text Analytics Tools. What Are Text Analytics Tools? In simple terms, text analytics tools leverage machine learning, NLP, and other AI capabilities to break down unstructured data from customer feedback, online reviews, customer support chat, etc. But, How Do Text Analytics Tools Work? So whats the solution here?

Analytics 52

Analytics Tools Multi-Channel Analysis 52

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

Comm100

OCTOBER 16, 2018

Regardless of how a customer chooses to contact you, expectations of consistent and personalized interactions across every channel — phone, email, social, website, or live chat — don’t change. Use journey maps based on real customer experiences to identify personalization opportunities across all channels and systems. Complex queries?

Multi-Channel 177

Multi-Channel Customer Experience Customer Journeys Chatbots 177

Thematic

NOVEMBER 18, 2024

All you need to do is connect your data to an AI analytics platform like Thematic. You can get a snapshot of sentiment across many channels at the same time. 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

SuiteCX

JUNE 16, 2017

Over the last 10 years the retail industry has been radically transformed. They also expect to be able to order, return and browse in the channel of their choice: online, in store, chat, mobile app etc. Disruptions in the Industry. Consumers expect that retailers will know who they are across channels.

Omni-Channel 124

Omni-Channel Retail Industry Multi-Channel 124

InMoment XI

JANUARY 12, 2024

Here is a breakdown of how conversation intelligence operates: Data Collection: Conversation intelligence platforms can work as part of an omnichannel contact center to gather data from various sources, including audio recordings of phone calls, video conferences, chat transcripts, emails, and other written communication channels.

e-support 195

e-support Healthcare Multi-Channel Call Center 195

BirdEye

NOVEMBER 20, 2024

Managing a multi-location dental practice requires your teams to juggle patient care, staff coordination, reputation , appointments, and communications daily. With GenAI, your multi-location dental practice can focus on delivering quality patient care without compromising growth or the bottom line.

Multi-Channel 52

Multi-Channel Insurance Chatbots Self Service 52

NobelBiz

NOVEMBER 26, 2024

Why You Need to Ask This: Understanding which features are standard, such as IVR, call recording, analytics, and reporting, helps you avoid overpaying for the necessary tools. Answer: The platform supports smooth scaling, so you can expand to new communication channels, integrate advanced tools, and add more agents.

Call Center 52

Call Center Multi-Channel Contact Center Analytics 52

BlueOcean

NOVEMBER 13, 2023

Keep your finger on the pulse of the industry. The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry. Voice of Customer analytics: Everything you need to know Customer experience is, we believe, the core of excellent customer care.

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

BirdEye

DECEMBER 11, 2024

Enterprise business messaging solutions are designed to meet the unique needs of multi-location businesses. Five best enterprise messaging software for multi-location businesses Conclusion FAQs on enterprise messaging software Birdeye – The ultimate GenAI enterprise messaging software choice What is enterprise messaging software?

Communication 52

Communication Software Multi-Channel Social Media 52

BirdEye

MARCH 6, 2025

That was Black Bear Diner s goal as a multi-location restaurant aiming to stand out among hungry diners. A multi-location business will benefit from local SEO , ensuring that each location appears in relevant search engine results. Ensure all information is accurate and matches other online channels. Increase online presence.

Tips 85

Tips Tools Social Media Multi-Channel 85

Uniphore

AUGUST 6, 2021

In fact, Gartner estimates that of the 70 percent of customers who attempt self-service during their resolution journey, only 9 percent of calls are resolved through that channel alone. Sheila McGee-Smith, Leading CX Industry Analyst – McGee-Smith Analytics, discusses the importance of curated knowledge.

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

NetBase

APRIL 5, 2019

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! Competitors aren’t always obvious, as innovative disruptors continue to emerge, and getting to the top of your industry doesn’t guarantee you’ll stay there. WHAT IS SOCIAL MEDIA ANALYTICS?

Social Media 99

Social Media Analytics Tools Marketing 99

Brandwatch CX

FEBRUARY 2, 2019

From the smallest independent store to the largest multi-national brand, every business knows they need to be on social media. You can either have a dedicated social media analytics tool for each site or have a tool that covers all of the networks you are on. Inbuilt Social Media Analytics Tools. Pinterest Analytics.

Social Media 116

Social Media Analytics Tools Analysis 116

SurveySensum

DECEMBER 30, 2024

CustomerGauge has been specifically built to cater to B2B and handle complex, multi-touchpoint journeys and various account sizes. It helps businesses manage multi-contact, hierarchical customer structures. Why Look for CustomerGauge Alternatives? Top 10 CustomerGauge Alternatives in 2025 1. Top 10 CustomerGauge Alternatives in 2025 1.

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Interaction 98

Interaction Analytics Call Center Contact Center 98

BirdEye

DECEMBER 30, 2024

Managing a multi-location mortgage business in today’s fast-paced market requires juggling multiple priorities: client relationships, loan processing, compliance requirements, and team coordination. Wondering how to effectively use AI in the mortgage industry for a competitive edge?

Multi-Channel 52

Multi-Channel Social Media Analysis Financial 52

BirdEye

DECEMBER 28, 2024

Specialized enterprise social media management software can address the unique needs of large multi-location businesses, providing tools to simplify operations and enhance customer engagement. Therefore, balancing a local presence, maintaining a consistent brand identity, and streamlining content publishing are critical for long-term success.

Social Media 52

Social Media Software Management Multi-Channel 52

InMoment XI

SEPTEMBER 17, 2024

Most consumers express a desire to interact with a brand across multiple channels, but 77% of brands admit they struggle to create a cohesive customer journey across those channels. Hopefully, with your marketing efforts and channels, the customer will come across your company and become aware of your solution to their problem.

Customer Journeys 195

Customer Journeys Net Promoter Score Self Service Touchpoint 195

Optimove

DECEMBER 10, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: Marketers will learn how AI and Generative AI are revolutionizing the industry by putting creativity back into their hands, enabling them to craft meaningful campaigns faster and with greater precision.

Multi-Channel 52

Multi-Channel Analysis Social Media Exercises 52

AWS Machine Learning

DECEMBER 3, 2024

Generative AI is reshaping businesses and unlocking new opportunities across various industries. We explore how you can use Amazon Bedrock Agents with generative AI and cutting-edge AWS technologies, which offer a transformative approach to supporting sales reps across this industry (and beyond). Haiku and Sonnet, Meta Llama 3.1,

Sales 96

Sales Knowledge Base Innovation Data 96

TechSee

JUNE 16, 2022

If you want to stay ahead of the game, follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events – their enormous impact is bound to become a catalyst for change in the space. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Calabrio

MARCH 4, 2025

Analytics Conversation Intelligence: What It Is and Why You Need It Share Conversation Intelligence: What It Is and Why You Need It What Is Conversation Intelligence? Conversation intelligence gathers and interprets customer interactions across various communication channels. Let’s break this down.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

Lumoa

FEBRUARY 14, 2024

A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. There’s always something to be learned from your industry peers, especially if they enjoy the support of a large customer base. Benchmark Against Competitors Competitive analysis is also highly insightful during a CX audit.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

Interactions

FEBRUARY 6, 2025

Highly regulated industries, especially those that deal with critical moments in customers financial journeys, can be a tough nut to crack when it comes to contact center automation. According to the McKinsey survey of more than 8,500 insurance consumers , six in 10 customers switch channels pre-purchase.

Insurance 62

Insurance Interaction Self Service Multi-Channel 62

Optimove

NOVEMBER 28, 2024

Cross-Industry Engagement Strategies : Retailers can align promotions with the game-day atmosphere, while sports betting operators can amplify excitement through game-specific betting opportunities, creating a symbiotic relationship between shopping and sports. How Optimove Empowers Retailers and Sports Betting Sites 1.

Sports 59

Sports Retail Multi-Channel Effort Score 59