ECXO

MARCH 6, 2025

Leadership needs to clearly communicate why customer experience is vital and continuously reinforce that message. Storytelling is a powerful tool here sharing real customer stories, both successes and failures, can help employees emotionally connect to the impact they have on customers.

B2B 314

B2B Customer Journeys How To Effort Score 314

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. Customer surveys remain fundamental for gathering direct feedback.

Strategy 422

Strategy Customer Experience Net Promoter Score Customer Centricity 422

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

InMoment XI

FEBRUARY 3, 2025

Key Benefits of Using Conversational Intelligence for Local Campaigns Using conversational intelligence tools for your local marketing efforts can help you achieve these tangible business outcomes. With CI tools, you can identify precise audience segments within each geographic area.

Social Media 195

Social Media Call Center Multi-Channel Advertising 195

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 486

Feedback ROI Innovation B2B 486

Lumoa

DECEMBER 15, 2022

Companies are finding that innovative technologies can make collecting voice of customer analytics more effortless than ever—and these technologies have opened up exciting new possibilities for improving customer experiences. In this article, we’ll go over what Voice of Customer data analytics is and the different types.

Voice of Customer 221

Voice of Customer Analytics Social Media How To 221

Thematic

MARCH 2, 2025

Without the right tools, these themes and insights often get buried, leaving opportunities untapped. 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.

Analytics 62

Analytics Social Media Net Promoter Score Effort Score 62

Retently

NOVEMBER 27, 2024

Whether you’re just starting out or looking to level up, these insights will give you the tools to succeed in a fast-paced industry. Demand for Innovation : Nearly 90% of Gen Z consumers express interest in technologies like AR and VR for shopping, showing a growing appetite for immersive, tech-enabled experiences. Let’s dive in!

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Lumoa

JANUARY 8, 2024

AI tools are changing the way we analyze customer feedback. 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. Integration Capabilities: Is it compatible with existing tools and systems that you are using?

Analysis 369

Analysis Software Comparison Social Media 369

ECXO

DECEMBER 25, 2024

Whats more, the COVID-19 pandemic accelerated this shift, as companies adopted digital tools and reimagined customer touchpoints to remain relevant. For businesses, this means the bar for customer experience (CX) is perpetually rising. product quality, service speed, user experience).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

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. This article will walk you through the reasons why it’s the tool you’ve been searching for. Thematic is a powerful text analytics tool designed to turn unstructured feedback into meaningful insights.

Analytics 62

Analytics Analysis Feedback Customer Satisfaction 62

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 368

Customer Journeys Customer Experience Net Promoter Score Effort Score 368

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. 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?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

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

Lumoa

MAY 16, 2024

In this article, we will dissect the unique challenges of testing machine learning-enabled software and introduce you to Booktest – a revolutionary tool that marries the agility of Jupyter Notebook with the robustness of traditional unit testing. Because ML systems aren’t just coded; they’re trained. Why Does This Happen?

Tools 195

Tools Banking Software Data 195

ECXO

NOVEMBER 17, 2024

The concept of “emotional adoption” which I explored in one of my previous articles , revolves around understanding and responding to users’ psychological and emotional needs to ease technology adoption and build lasting engagement.

B2B 390

B2B Loyalty Connections Technology 390

InMoment XI

DECEMBER 1, 2022

We have been named Leaders in the Forrester Text Analytics Wave, Forrester Customer Feedback Wave, the Gartner Magic Quadrant for Voice of the Customer, and more! Forrester Text Analytics Wave. InMoment received the highest possible score and was named Leader in the Text Analytics Wave report. Forrester Customer Feedback Wave.

Self Service 370

Self Service Analytics Automotive ROI 370

InMoment XI

DECEMBER 22, 2022

Most brands with a VoC or experience improvement program will centralize the data streams and use advanced analytics and behavioral science experts to identify what customers are actually saying. Integration with Salesforce enables front line teams to close the loop with customers in real-time. Wrapping Up.

Voice of Customer 418

Voice of Customer Examples Strategy Net Promoter Score 418

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 Loyalty 227

eglobalis

AUGUST 19, 2024

Adobe Adobe has moved towards a more holistic customer experience management approach, integrating multiple feedback mechanisms beyond NPS. This includes leveraging advanced analytics and AI to interpret customer feedback and drive actionable insights.

NPS 393

NPS Net Promoter Score Effort Score Metrics 393

ECXO

JUNE 11, 2023

It’s a strategic tool that helps B2B companies create meaningful difference in saturated markets. A maturity driven by hyper personalisation, empathetic human relationships and intuitive digital experiences – all accelerated by the pandemic. CX design is no longer just about aesthetics. And where you need to change strategy.

B2B 390

B2B B2C Touchpoint Customer Journeys 390

ProProfs Chat

OCTOBER 30, 2021

User experience (UX) can make or break a brand identity. Fortunately, there are many steps you can take to understand your customers’ user experience better and rectify issues, if any. In fact, companies can detect 85% of UX-related issues just by performing a usability test on a group of five users.

User Experience 93

User Experience Survey Tips Exercises 93

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. By providing users with the tools and knowledge to achieve their goals, companies can foster a sense of achievement and satisfaction. Therefore, robust onboarding remains indispensable.

B2B 207

B2B Customer Experience Self Service e-support 207

Lumoa

JANUARY 11, 2022

In simple words, NPS software is a tool, that helps businesses measure and track NPS results and get in-depth insights from customers. 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?

NPS 243

NPS Software Net Promoter Score Survey 243

InMoment XI

AUGUST 14, 2024

AI tools can handle repetitive tasks, allowing human employees to focus on more strategic initiatives. Predictive Analytics : Employing predictive models to identify potential future trends and outcomes based on historical data. What to Look for in a Customer Feedback AI Tool?

Feedback 195

Feedback Customer Experience Social Media Hotels 195

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. Onboarding and user experience have become hot topics over the course of the past few years, and it’s no surprise. When do they reach out for help?

Customer Journeys 150

Customer Journeys Analytics Self Service Analysis 150

Retently

DECEMBER 10, 2024

From sleek interfaces to powerful analytics, these alternatives are all about helping you listen to and learn from your customers. Key Takeaways Define your survey goals and select a tool that meets your objectives within your budget, considering both immediate and long-term costs. Let’s dive into the best options out there.

Multi-Channel 78

Multi-Channel Omni-Channel Analysis Survey 78

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. Given the unstructured nature of text, these tools process textual input to generate labels, tags, and insights.

Analysis 195

Analysis Software Self Service Social Media 195

Thematic

SEPTEMBER 12, 2021

your customers are often telling you how they feel about specific features, customer service quality, user experience, and more. Feedback analytics helps you transform all this text into meaningful themes and analyze the impact of these themes on your CX metrics. Feedback analytics is a deeper form of text analytics.

Metrics 117

Metrics Analytics Feedback Effort Score 117

Thematic

FEBRUARY 19, 2025

Use the information in this guide to choose which is the best text analytics solution for your business. Thematic vs. XM Discover: The Unique Features of Modern Feedback Analysis Tools The choice between Thematic and XM Discover depends on specific business needs. ROI considerations: Faster time-to-market for product improvements.

How To 62

How To Self Service Analysis Analytics 62

Lumoa

JANUARY 19, 2023

It’s an effective tool for uncovering potential pain points and identifying opportunities for improvement. Day in the life mapping is an excellent tool for visualizing a customer’s journey through their entire experience with a company. you may want to consider looking for people with relevant skills and experience.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

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 "Re-define user-friendliness: It has meant tools to which users can adapt.

Healthcare 256

Healthcare Customer Centricity Innovation Customers 256

BirdEye

MAY 30, 2023

In this blog post, we’ll explore the best customer feedback tools you can use to quickly gather, manage, analyze, and action customer feedback. Table of contents What are customer feedback tools? Customer feedback tools are just as the name implies. It is a software solution that lets you collect and manage user feedback.

Tools 98

Tools Feedback Net Promoter Score Social Media 98

Magellan Solutions

AUGUST 23, 2023

AI has transformed marketing strategies and is a powerful tool. AI marketing tools are shaping the future of marketing. AI-powered predictive analytics and natural language generation have taken marketing strategies to a new level. This article is for marketers using AI marketing tools to gain a competitive advantage.

Tools 98

Tools Marketing Social Media Advertising 98

SurveySparrow

APRIL 15, 2024

They will need to constantly check and enhance user experience. Product analytics tools! These tools can unlock valuable insights, optimize user experiences, and drive growth. This includes survey software and digital adoption platforms to dedicated product analysis tools. How can it impact?

Analytics 52

Analytics Tools Analysis User Experience 52

NICE inContact

AUGUST 30, 2016

The lineup of distinguished speakers, exceptional training sessions, and hands-on workshops will provide you with instrumental tools to lead your organization into the future. Analytics and Platform. User Experience Lab. Please note: Openings in the User Experience Lab are limited. Contact Center Manager.

Customer Experience 195

Customer Experience Contact Center Conference User Experience 195