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. Companies like Barclays in Europe and Honda in APAC excel in this area.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

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

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

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

eglobalis

AUGUST 19, 2024

Encourages Gaming the System Employees may manipulate customer interactions to boost NPS scores rather than genuinely improving the customer experience. Adobe Adobe has moved towards a more holistic customer experience management approach, integrating multiple feedback mechanisms beyond NPS.

NPS 434

NPS Net Promoter Score Effort Score Metrics 434

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 509

Feedback ROI Innovation B2B 509

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. But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Calabrio

MARCH 25, 2025

Voice of Customer tools , then, are the sophisticated systems and software designed specifically to drive VoC programscapturing, analyzing, and enabling action based on the intelligence that can be found in different forms of customer feedback. It offers implicit insights into customer behavior and sentiment.

Software 130

Software Customer Journeys Tools Contact Center 130

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. It should seamlessly integrate with your existing systems, like your CRM or helpdesk software. Ready to find the one that fits your needs?

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

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. This means recognizing “Apple” as the brand, “iPhone 15 Pro” as the model, and “iOS” as the operating system.

Analysis 369

Analysis Software Comparison Social Media 369

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. Want to learn more about how Calabrio conversation intelligence solutions can help you unlock new levels of customer understanding?

Chatbots 130

Chatbots Contact Center Self Service Virtual Agent 130

ECXO

DECEMBER 25, 2024

product quality, service speed, user experience). Why It Works: Customers are more likely to trust and engage with brands that offer consistent experiences wherever they interact. Example Action: Synchronize your customer support systems to provide unified responses across email, chat, and phone.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

AUGUST 17, 2023

By using the Net Promoter Score system as your compass, you can gain a better understanding of what drives customer loyalty and satisfaction. 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

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

ECXO

NOVEMBER 17, 2024

The Role of Simplicity in Fostering Emotional Connection Simplicity in design is paramount for creating an emotional bond with users, as complex systems often lead to frustration and disengagement. Slack (USA) – B2B Slack, a collaboration platform, has effectively utilized emotional design to enhance user engagement.

B2B 390

B2B Loyalty Connections Technology 390

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

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. Thematic is a powerful text analytics tool designed to turn unstructured feedback into meaningful insights. Thematic’s flexible text analytics method can handle diverse data across industries.

Analytics 62

Analytics Analysis Feedback Customer Satisfaction 62

Retently

NOVEMBER 27, 2024

Tracking Customer Behavior Platforms like Google Analytics, Hotjar, and Shopify’s built-in analytics can uncover behavioral patterns that aren’t immediately obvious. Or maybe analytics reveal that mobile users struggle during checkout, meaning optimizing your site for mobile can dramatically boost sales.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Cyara

FEBRUARY 21, 2024

The Internet of Things (IoT) comprises systems of interconnected devices. Home systems, such as lighting, electronic appliances, streaming services, and smart speakers, also fall under the umbrella of IoT. Analytics Ensuring accurate analysis and efficient processing of the gathered data is crucial.

User Experience 76

User Experience Wireless Exercises Analysis 76

AWS Machine Learning

JANUARY 22, 2025

Users can review different types of events such as security, connectivity, system, and management, each categorized by specific criteria like threat protection, LAN monitoring, and firmware updates. Solution overview The Events page includes a filter bar with both event and time range filters. Validate the JSON schema on the response.

Knowledge Base 106

Knowledge Base User Experience Examples Data 106

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

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

Lumoa

DECEMBER 5, 2017

Poor user experiences affect more of us more often: before we used computers 2-3 times a day and now we check our mobile phones 80 times a day (every 12 minutes). Did you know that text analytics at Lumoa are powered by AI? ”AI You need to think on that level, pixel level. Will AI help in solving customer-related issues?

Healthcare 256

Healthcare Customer Centricity Innovation Customers 256

AWS Machine Learning

OCTOBER 16, 2024

This post shows how DPG Media introduced AI-powered processes using Amazon Bedrock and Amazon Transcribe into its video publication pipelines in just 4 weeks, as an evolution towards more automated annotation systems. This approach was chosen because the results would be exposed to end-customers, and AI systems can sometimes make mistakes.

Video 112

Video Metrics Multi-Channel System 112

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

InMoment XI

AUGUST 14, 2024

Scalability : AI systems can handle growing amounts of data without compromising performance. Predictive Analytics : Employing predictive models to identify potential future trends and outcomes based on historical data. Real-Time Analytics : The ability to provide immediate insights and actionable recommendations.

Feedback 195

Feedback Customer Experience Social Media Hotels 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

Comm100

FEBRUARY 17, 2025

While the first one has a lot to do with psychology and marketing, the second one focuses primarily on analytics. AI systems can process both structured and unstructured data at scale. Get a Personalized Demo Discover how Comm100s AI-powered solutions can transform your customer experience.

Sports 130

Sports Chatbots Social Media Competitive Advantage 130

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. Here’s why it matters: boldness shocks the system and challenges the status quo. Much of what we needed to resolve as a CX team hadn’t been done before.

Leadership 254

Leadership User Experience Feedback Culture 254

AWS Machine Learning

FEBRUARY 21, 2025

Lower latency: Direct retrieval of cached answers provides near-instantaneous responses for known queries, improving the overall user experience. The semantic cache serves as a growing repository of trusted responses, continuously improving the solutions reliability while maintaining efficiency in handling user queries.

Knowledge Base 112

Knowledge Base Conference Examples Data 112

AWS Machine Learning

MARCH 19, 2025

The system prompt we used in this example is as follows: You are an office assistant helping humans to write text for their documents. nn en nn nnAWS (Amazon Web Services) is a cloud computing platform that offers a broad set of global services including computing, storage, databases, analytics, machine learning, and more.

Automotive 101

Automotive Examples Resources Analytics 101

AWS Machine Learning

NOVEMBER 19, 2024

Solution overview This section outlines the architecture designed for an email support system using generative AI. High Level System Design The solution consists of the following components: Email service – This component manages incoming and outgoing customer emails, serving as the primary interface for email communications.

Knowledge Base 93

Knowledge Base Management Customer Satisfaction Policies 93

Thematic

FEBRUARY 19, 2025

Use the information in this guide to choose which is the best text analytics solution for your business. Do you require enterprise-scale analytics or a more flexible AI-driven approach? This process can take anywhere from 4 weeks to 6 months before the system is fully operational. Thematic: Only minimal training is needed.

How To 62

How To Self Service Analysis Analytics 62

AWS Machine Learning

FEBRUARY 5, 2025

Known for its user-friendly app and trust-building features, including user ratings and in-app chat, OfferUp enables users to buy and sell items and explore a broad range of jobs and local services. The test included a substantial user base, allowing for a robust comparison.

System 77

System User Experience Metrics Data 77

Thematic

MARCH 20, 2025

They need a structured way to understand their customers, anticipate needs, and improve the user experience, so they need a customer insights framework. A customer insights framework means turning customer feedback into actionable strategies that improve product experience, marketing, and customer service.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

AWS Machine Learning

FEBRUARY 20, 2025

Verisk (Nasdaq: VRSK) is a leading data analytics and technology partner for the global insurance industry. Through advanced analytics, software, research, and industry expertise across more than 20 countries, Verisk helps build resilience for individuals, communities, and businesses.

Knowledge Base 105

Knowledge Base Insurance Guidelines Innovation 105

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. Click here to read the full report.

Self Service 32

Self Service Engagement Management Contact Center 32