ECXO

MARCH 6, 2025

We will also highlight how a CX transformation differs from a typical program management initiative, who drives these programs, and what lessons can be learned from B2B companies that have made this journey. Leadership Commitment and Vision Leading a customer experience transformation starts at the top.

B2B 339

B2B Customer Journeys How To Effort Score 339

eglobalis

JUNE 27, 2024

Data analytics is critical for processing vast amounts of information to uncover patterns and actionable insights. Organizations such as Google, Netflix, and Spotify excel in leveraging data analytics to enhance user experiences and personalize offerings.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

Thematic

MARCH 20, 2025

It’s not luck—it’s text analytics. 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. Here are seven ways text analytics helps in product development.

Analytics 62

Analytics Social Media Banking Analysis 62

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

ECXO

JULY 29, 2024

Data Analytics : Processing vast amounts of information to uncover patterns and actionable insights. Companies like Apple, Hulu, and Pandora excel in leveraging data analytics to enhance user experiences and personalize offerings. Feedback and Complaint Management Tools : Essential for promptly addressing customer issues.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

eglobalis

OCTOBER 9, 2024

Challenges : Managing customer disappointment can be tough, especially with long-term clients. Hitachi (Japan) Hitachi faced requests from industrial IoT clients for better integration of their analytics tools. It’s a reminder to look beyond direct requests and consider the larger context of user experience and innovation.

Feedback 511

Feedback ROI Innovation B2B 511

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

JULY 16, 2024

With this in mind, we want to make it clear that it isn’t just about monitoring and management of these feedback channels, but actively engaging with and learning from your customers. By doing so, you meet their expectations and stay ahead of the curve by anticipating needs and adapting experiences in real-time.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

With this in mind, we want to make it clear that it isn’t just about monitoring and management of these feedback channels, but actively engaging with and learning from your customers. By doing so, you meet their expectations and stay ahead of the curve by anticipating needs and adapting experiences in real-time.

Tips 195

Tips Management Social Media Hotels 195

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. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. Actions include short- and long-term follow-ups.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

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. Real-Time Data Analytics and Reporting With real-time analytics, you can monitor responses as they roll in and immediately spot trends or issues.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

InMoment XI

DECEMBER 1, 2022

What Is Experience Improvement (XI)? Despite increased investment, experience management programs have plateaued. Because experiences don’t need to be managed or measured , they need to be improved. Ultimately, our clients are able to move the needle and go beyond managing their experience to actually improving it.

Self Service 370

Self Service Analytics Automotive ROI 370

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.

Chatbots 130

Chatbots Contact Center Self Service Virtual Agent 130

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 Journeys 369

Customer Journeys Customer Experience Net Promoter Score Effort Score 369

Optimove

MARCH 26, 2025

AI-powered analytics allow operators to detect early signs of problem gambling, helping operators identify possible at-risk players to receive the right interventions while keeping high-value and VIP players engaged responsibly. Partnerships with Support Organizations – Display contact info and links to helplines (e.g.,

Analytics 52

Analytics Financial Policies eBook 52

AWS Machine Learning

NOVEMBER 13, 2024

By mapping image pixels to vector embeddings, these models can analyze and compare visual attributes such as color, shape, and size, enabling users to find similar images with specific attributes, leading to more precise and relevant search results. For more information on managing credentials securely, see the AWS Boto3 documentation.

Management 112

Management Ecommerce Healthcare Training 112

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

Lumoa

JANUARY 8, 2024

To remind you a bit of what it is and what it does, text analytics uses transforms unstructured text into structured data that’s actually useful for business decisions. Don’t hesitate to use resources like G2 Crowd and Capterra for the latest insights and user experiences. That’s the cherry on top.

Analysis 369

Analysis Software Comparison Social Media 369

InMoment XI

NOVEMBER 26, 2024

Increased Resource Allocation Customer journey maps can help you identify problems and present a strong business case for customer experience improvement. 71% of organizations say customer journey mapping has successfully persuaded management to invest in CX efforts and fix existing customer problems.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

AWS Machine Learning

NOVEMBER 19, 2024

Amazon Bedrock is a fully managed service that makes foundation models (FMs) from leading AI startups and Amazon Web Services available through an API, so you can choose from a wide range of FMs to find the model that is best suited for your use case. This can lead to inefficiencies, delays, and errors, diminishing customer satisfaction.

Knowledge Base 97

Knowledge Base Management Customer Satisfaction Policies 97

Retently

NOVEMBER 27, 2024

Retaining Loyalty : Even if you manage to attract customers, keeping them loyal is a whole different ball game. Today’s shoppers are spoiled for choice, and if their experience isn’t amazing, they won’t hesitate to jump to a competitor. Leverage predictive analytics to proactively address customer needs before they even realize them.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

ECXO

DECEMBER 25, 2024

Excellent CX involves setting boundaries and managing expectations transparently. product quality, service speed, user experience). Innovate Based on CX Insights What to Do: Use customer feedback and data analytics to identify gaps and develop new products or services. Segment feedback into actionable categories (e.g.,

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

ECXO

JUNE 11, 2023

Ensure fast load times – slow load times can negatively impact the user experience, so it’s important to ensure fast load times across all touchpoints. Use effective calls-to-action (CTAs) – CTAs are essential for guiding users through the experience and driving conversions. And where you need to change strategy.

B2B 390

B2B B2C Touchpoint Customer Journeys 390

ECXO

MAY 27, 2024

bnbvvvV Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes Article source: [link] Introduction Artificial Intelligence is revolutionizing enterprise technology, and will redefine enterprise software design, and transform how businesses enhance customer, user experiences and drive business outcomes.

Technology 227

Technology Self Service Software Innovation 227

Calabrio

FEBRUARY 24, 2020

In an industry making great strides with big data, analytics, AI and ever-expanding digital pathways and possibilities, we should always keep sight of one thing: customer service organizations adopting Workforce Engagement Management (WEM) solutions put people first. This is Calabrio’s fourth year positioned as a Visionary by Gartner.

Self Service 32

Self Service Engagement Management Contact Center 32

AWS Machine Learning

DECEMBER 4, 2024

Building generative AI applications presents significant challenges for organizations: they require specialized ML expertise, complex infrastructure management, and careful orchestration of multiple services. You can obtain the SageMaker Unified Studio URL for your domains by accessing the AWS Management Console for Amazon DataZone.

Knowledge Base 103

Knowledge Base Sales Analytics Survey 103

Gainsight

MAY 12, 2022

In the modern SaaS world, disappointed users will flee to the competition the moment they start feeling neglected. 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.

Analytics 105

Analytics Customer Experience Roadmap Feedback 105

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. Enhancing loyalty involves: Reward Programs: Implementing loyalty programs to reward frequent users and advocates. Personalized Assistance: Offering dedicated customer success managers for personalized support.

B2B 207

B2B Customer Experience Self Service e-support 207

AWS Machine Learning

JANUARY 22, 2025

On our SASE management console, the central events page provides a comprehensive view of the events occurring on a specific account. With potentially millions of events over a selected time range, the goal is to refine these events using various filters until a manageable number of relevant events are identified for analysis.

Knowledge Base 108

Knowledge Base User Experience Examples Data 108

CloudCherry

AUGUST 21, 2018

Luckily for you, you don’t even really need any fancy analytics tools to get this information, though matching it up with the data above can prove tricky without them. For example, if they reach out about account management two weeks after signing up, target an email about it a week and a half after their sign-up date.

Customer Journeys 150

Customer Journeys Analytics Self Service Analysis 150

AWS Machine Learning

DECEMBER 3, 2024

Agronomic Management: G11V76 performs well in continuous corn, drought-prone soils, high pH soils, and variable soil conditions. Secure user and data management – User authentication and authorization are managed centrally and securely through Amazon Cognito.

Sales 104

Sales Knowledge Base Innovation Data 104

Uniphore

DECEMBER 27, 2021

As a result, organizations are increasingly look to automation technology to manage higher inbound traffic and improve operational efficiencies. Each underscores the importance of user experience in a program’s success: How do you define and measure the end-to-end process that impacts the user experience?

Self Service 211

Self Service User Experience Chatbots Consulting 211

NICE inContact

AUGUST 30, 2016

Contact Center Manager. Analytics and Platform. The Solutions Lounge is available to tackle your biggest contact center challenges in a relaxed Q&A setting, bringing together end users with the inContact professional services and solutions management teams. User Experience Lab. Omnichannel Routing.

Customer Experience 195

Customer Experience Contact Center Conference User Experience 195

InMoment XI

MAY 30, 2024

Text analysis software, also known as text analytics software, has become indispensable for businesses aiming to extract actionable insights from textual data to improve the customer experience. Download Report Types of Text Analysis Software There are various types of text analytics software, each with its unique strengths.

Analysis 195

Analysis Software Self Service Social Media 195

Win the Customer

JANUARY 9, 2025

By leveraging AI-powered tools, product managers can build products that not only provide easy access to information but also anticipate customer needs and offer personalized support experiences. Here’s how product managers can use AI to build products that drive customer self-service: 1.

Self Service 59

Self Service Chatbots Knowledge Base User Experience 59

Uniphore

JULY 21, 2021

According to Gartner, customer service leaders should focus on these seven knowledge management best practices for improved customer service. An “outside in” approach requires you to think about the user experience as you design, rather than just basic functionality.

Self Service 130

Self Service Customer Service Management Contact Center 130

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