InMoment XI

JUNE 24, 2024

With the increased adoption of AI in business across all industries, there has also been a rise in text mining and analytics. For text analytics, it assesses vendors based on a detailed set of criteria to provide a comparative analysis. Product Roadmap: The planned future developments and improvements.

Analytics 195

Analytics How To Roadmap Knowledge Base 195

BlueOcean

MARCH 24, 2025

This article will walk you through key steps for building an effective SOW: Lay the Foundation for Your Contact Center SOW Clearly Define Your KPIs Set Strong Parameters Around Forecasting Establish Reporting & Analytics Expectations Build in Big-Picture Targets with a Risk & Reward Model Keep Your SOW Evergreen: Adjust and Realign 1.

Contact Center 156

Contact Center Automotive Analytics Metrics 156

InMoment XI

OCTOBER 24, 2023

In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth.

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

ECXO

MARCH 6, 2025

Some organizations create a detailed CX roadmap that estimates improvements in metrics like net retention rate, customer lifetime value, or average deal size as experience enhancements roll out. B2B organizations are increasingly investing in CX technologies such as experience management software, analytics tools, and AI-driven solutions.

B2B 339

B2B Customer Journeys How To Effort Score 339

Thematic

MARCH 20, 2025

Text analytics. What is text analytics ? And before you think, “Nah, analyzing text is hard,” here’s the good news: AI-powered text analytics makes it easy to analyze customer feedback at scale. Let’s talk about how AI text analytics can help your business. Let’s go!

Analytics 62

Analytics Customer Service Analysis e-support 62

Uniphore

JANUARY 14, 2022

Strategic roadmap to deliver new-age customer experiences. We will also explore the impact of agent authentication and conversational analytics.? The post Strategic roadmap to deliver new-age customer experiences appeared first on Uniphore. Register Now. Unsure if you can attend? You can unsubscribe anytime.

Roadmap 130

Roadmap Customer Experience Contact Center Omni-Channel 130

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. Real-Time Analytics and Reporting: Immediate insights into user feedback are crucial for making quick decisions.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

InMoment XI

JANUARY 27, 2025

AI-Driven Text Analytics and Conversational Analytics offer businesses a way to surface deeper insights from customer interactions. Understanding these drivers provides a roadmap to continuous improvement, whether its agent behavior, product knowledge, or customer sentiment. And it doesnt stop there.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

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

InMoment XI

JULY 11, 2023

Predictive analytics. What is predictive analytics,” you may ask. Well, by thoroughly analyzing historical data, predictive analytics software can predict future customer needs and behavior, forging a proactive customer experience (CX) strategy. What Is Predictive Analytics?

Analytics 150

Analytics Customer Satisfaction Analysis Policies 150

InMoment XI

DECEMBER 3, 2024

As a result, the model removes the guesswork from your customer experience strategy , replacing it with a roadmap to CX excellence. Therefore, a CX maturity model encourages an omnichannel, analytical approach. It provides a data-driven approach to identifying areas for improvement across the customer journey.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

Thematic

JANUARY 21, 2025

They use text analytics ! So, what is text analytics? Whether identifying common complaints, spotting trends, or measuring customer sentiment, text analytics gives you the power to act on data. Text analytics powered by Natural Language Processing (NLP) and Artificial Intelligence (AI) is the answer. billion by 2030.

Analytics 62

Analytics Data Social Media Analysis 62

InMoment XI

AUGUST 17, 2023

Understand Customer Expectations: By analysing and understanding your customers’ feelings and emotions using sentiment and text analytics towards a product or service you are offering, you are able to align your development efforts with customer needs and preferences.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

eglobalis

OCTOBER 9, 2024

The challenge lies in carefully evaluating feedback and determining whether a feature request should make it to your product roadmap or be declined. Hitachi (Japan) Hitachi faced requests from industrial IoT clients for better integration of their analytics tools. I’d also love to hear your experiences on this subject.

Feedback 509

Feedback ROI Innovation B2B 509

Calabrio

MARCH 22, 2025

Leverage machine learning and analytics to predict call volume, anticipate changes, and then optimize schedules to minimize wait times and maximize resource utilization. Data-driven insights from tools like desktop and process analytics help identify bottlenecks and ensure that technology supports business goals.

Contact Center 130

Contact Center Management Strategy Call Center 130

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 Net Promoter Score 295

Retently

MARCH 11, 2025

This means constantly evaluating new tools, exploring ways to increase retention, and building long-term CX roadmaps that align with the companys growth strategy. Step 3: Building Long-Term CX Roadmaps CX isnt a one-time project, its an ongoing strategy. Whats included in a CX roadmap?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

ECXO

FEBRUARY 3, 2025

Think of it like driving a carproactive sales teams have a roadmap, anticipate turns, and avoid potholes, while reactive teams only hit the brakes when they see danger ahead. Use the right tools: Invest in CRMs, automation platforms, and analytics to streamline your process.

Sales 247

Sales Customer Experience e-support Examples 247

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. By the way, did you know that Lumoa’s analytics is powered by AI?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Retently

NOVEMBER 27, 2024

It’s like a roadmap that shows where things are working – and where they’re not. Tracking Customer Behavior Platforms like Google Analytics, Hotjar, and Shopify’s built-in analytics can uncover behavioral patterns that aren’t immediately obvious. Here are the most powerful approaches: 1. A heatmap will show you.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Gainsight

MAY 12, 2022

That’s why product analytics is a razor-sharp tool for product leaders. Product analytics is the machete that you can use to slice through the thickest feedback and shape your product growth strategy. In this article, we lay out the five ways product analytics enhance your customer’s experience and make your job easier.

Analytics 105

Analytics Customer Experience Roadmap Feedback 105

AWS Machine Learning

JUNE 24, 2022

To enable the easy creation of new MLOps accounts, we introduce another account, the advanced analytics governance account, which is accessible by IT members and allows them to catalog, instantiate, or decommission MLOps accounts on demand. With the MLOps maturity model, we can define a clear architecture design and delivery roadmap.

Roadmap 116

Roadmap Training Data Government 116

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

AWS Machine Learning

NOVEMBER 15, 2023

Principal is conducting enterprise-scale near-real-time analytics to deliver a seamless and hyper-personalized omnichannel customer experience on their mission to make financial security accessible for all. The CCI Post-Call Analytics (PCA) solution is part of CCI solutions suite and fit many of the identified requirements.

Omni-Channel 117

Omni-Channel Financial Groups Analytics 117

Win the Customer

DECEMBER 21, 2024

Analyzing data to identify patterns and trends: Utilize data analytics and machine learning algorithms to identify customer segments, predict future behavior, and uncover hidden insights. Building customer profiles: Create detailed customer profiles that capture individual preferences, needs, and behaviors.

Social Media 59

Social Media Roadmap Return on Investment Chatbots 59

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

CX Accelerator

JUNE 8, 2020

That’s why the ability to transcribe them and search keywords, phrases, and sentiment with ,, speech analytics can be so powerful. Present your product roadmap and get valuable customer input. Make no mistake. Listening to call recordings is time-consuming work. Pick up the phone and call a customer. Learn about your competitors.

Survey 345

Survey Social Media Contact Center Call Recording 345

QuestionPro Audience

DECEMBER 17, 2017

For a market research to have a reliable and productive outcome, understanding the roadmap of activities from the responses received from the database is a must. Market research is one of the most reliant ways to keep up with the ever-changing market.

Survey 230

Survey B2C B2B Roadmap 230

GetFeedback

SEPTEMBER 19, 2018

When you get answers, you can shape your sales training and product roadmap and better fulfill customer expectations. Product feedback helps guide your roadmap and inform each release. GetFeedback’s Text Analytics filters keywords by sentiment, frequency, and trending terms, allowing you to take action on valuable feedback.

Survey 199

Survey Net Promoter Score Data Effort Score 199

Calabrio

JANUARY 2, 2020

At the beginning of a new decade, 2020 is set to be an exciting year as Calabrio continues to expand the capabilities of the WEM platform and integrate the best of both WFM solutions for next-level Customer Experience Intelligence, where the very best of human talents and activities combine with contextual and predictive customer analytics.

Brands 221

Brands Social Media Roadmap Contact Center 221

AWS Machine Learning

SEPTEMBER 23, 2024

This innovation has transformed client interactions and operational efficiency through the use of Amazon Transcribe Call Analytics , Amazon Comprehend , and Amazon Bedrock. To learn more, visit Amazon Transcribe Call Analytics , Amazon Comprehend , and Amazon Bedrock. The following diagram illustrates the solution architecture.

Analytics 117

Analytics Self Service First Call Resolution Banking 117

Interactions

NOVEMBER 6, 2024

Analytics and continued optimization Without an active customer success team by your side, your business only has its own singular point of view when studying analytics to derive insights and areas for improvement. Our customer success team also keeps on top of your analytics to see trends and identify areas of improvement.

Contact Center 62

Contact Center Self Service Roadmap Analytics 62

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. We’re here to help!

Analytics 103

Analytics Call Center Survey Feedback 103

Kerry Bodine

JANUARY 11, 2019

Journey analytics is one step in the right direction. What is journey analytics ? Consider this your high-level roadmap for developing journey maps and using them to drive action. It’s the measurement and analysis of key customer journeys—not just individual touchpoints. Number 3: The Always Up-To-Date Guide To CX Events.

Customer Journeys 192

Customer Journeys Customer Experience Touchpoint Analytics 192

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

Calabrio

NOVEMBER 18, 2024

Analytics Navigating rising retail costs with Workforce Engagement Management: A strategic approach for the festive season Share Retailers across the UK are gearing up for the busiest shopping season of the year while simultaneously contending with rising costs and regulatory changes that will take effect in April 2025.

Retail 130

Retail Engagement Management Analytics 130

Comm100

FEBRUARY 11, 2025

When I finally got a meeting, I expected a roadmap. Using AI and data analytics, institutions can deliver personalized nudges: reminders about deadlines, suggested resources based on academic progress, and alerts when students show signs of struggling. The top advice? Email your advisor. Easier said than done. And I wasnt alone.

Self Service 130

Self Service Chatbots Knowledge Base Financial 130