InMoment XI

OCTOBER 30, 2024

In fact, it’s one of the most impactful applications for collecting customer feedback. Make Documents Mobile-Friendly Customers expect smooth access to important information on their smartphones. Mobile-friendly documents enable this convenience by offering accessible and readable content on customers’ devices.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

InMoment XI

MARCH 28, 2022

But many compliance tools lack flexibility or are missing key technologies for parsing complex structures in legal, medical and financial documents. Categorization: Categorize customer reviews, support tickets, or any other type of text document into groups based on their contents. That’s where InMoment comes in.

Case Study 370

Case Study Financial Analysis Healthcare 370

BlueOcean

NOVEMBER 11, 2024

As one of three contact center vendors supporting order management for this organization at a global level, we deliver logistics support, change management, and technical documentation. On a daily basis, we coordinate logistics for engineering equipment for their top-tier enterprise clients.

Case Study 177

Case Study Study Contact Center ROI 177

AWS Machine Learning

APRIL 1, 2025

Organizations can upload documents like PDFs containing HR guidelines or operational workflows, which are then automatically converted into formal logic structures. The workflow consists of the following steps: Source documents (such as HR guidelines or operational procedures) are uploaded to the system. Upload your source document.

Policies 117

Policies Guidelines e-support System 117

Thematic

MARCH 30, 2025

Customer expectations today are sky-high, and simply collecting feedback isn’t enough. Many companies pride themselves on building a customer feedback loop to find out customers’ pain points, but the real test is what happens next. If you want to know more about closing the customer feedback loop, then read on.

Feedback 62

Feedback Roadmap Effort Score NPS 62

InMoment XI

NOVEMBER 26, 2024

For example, suppose you discover that consumers didn’t like the email they received after downloading a document from your website. Step 7: Gather Internal Feedback After putting it all together in a visual form, share the journey map with internal teams not involved in the customer journey mapping process.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

InMoment XI

JANUARY 25, 2022

Culture is fundamental to an employee’s sense of purpose and belonging, so see whether that word is cropping up in feedback from current and former workers. In this way, ensuring your employees are happy creates a feedback loop that keeps your customers happy (and keeps them from seeking out your competitors). A Closer Look.

Employee Engagement 397

Employee Engagement Engagement Culture Employee Experience 397

InMoment XI

NOVEMBER 7, 2024

Product Teams With customer experience automation, product teams can collect customer feedback , analyze customer usage patterns, and identify pain points in real time. These touchpoints could include onboarding, feedback requests, or follow-ups. This reduces response times and allows support teams to focus on complex issues.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

Lumoa

MAY 9, 2023

By leveraging sentiment analysis on customer feedback, businesses can understand and dig deep into the emotions of their customers, allowing them to identify and address pressing concerns, and fine-tune their products and services. In This Article: Why is Sentiment Analysis on Customer Feedback Important?

Analysis 195

Analysis Feedback Customer Experience Customers 195

AWS Machine Learning

APRIL 26, 2024

Today, we’re introducing the new capability to chat with your document with zero setup in Knowledge Bases for Amazon Bedrock. With this new capability, you can securely ask questions on single documents, without the overhead of setting up a vector database or ingesting data, making it effortless for businesses to use their enterprise data.

Knowledge Base 127

Knowledge Base Data Conference System 127

Experience Investigators by 360Connext

JULY 6, 2021

A customer experience charter is a brief document outlining the agreements the CX governing team needs to align with their decisions. The charter is a brief document to align the vision, purpose, responsibilities and roles for achieving customer experience success. The charter, however, is not a magical document.

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

GetFeedback

JANUARY 19, 2020

As my trip progressed, I got email requests for feedback at each step. If I just wanted to give feedback to Expedia or the hotel, I’d probably drop out at this point. . Key point : Feedback surveys have to be thoughtfully designed into each touchpoint, in terms of the channel, timing, and survey questions. .

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

InMoment XI

OCTOBER 10, 2022

Whether you send out a standard survey via email or leverage the Net Promoter Score question in-app, knowing some statistics and trends can help you ensure that you get adequate feedback that helps build your business. Asking for Feedback via Customer Surveys Statistics. Responding to Feedback Statistics. Source: RightNow ).

Net Promoter Score 368

Net Promoter Score Survey NPS B2C 368

ECXO

AUGUST 19, 2024

The company uses A/B testing extensively to refine hardware and software features, gathering feedback on design prototypes to enhance user interaction and satisfaction. Real-time analytics and customer feedback are integral to Samsung’s approach, allowing the company to identify pain points and make necessary adjustments.

Customer Journeys 369

Customer Journeys Customer Experience Net Promoter Score Effort Score 369

AWS Machine Learning

JANUARY 13, 2025

This is where intelligent document processing (IDP), coupled with the power of generative AI , emerges as a game-changing solution. The process involves the collection and analysis of extensive documentation, including self-evaluation reports (SERs), supporting evidence, and various media formats from the institutions being reviewed.

Report 102

Report Guidelines Comparison Analysis 102

InMoment XI

MARCH 30, 2022

VoE programs collect, analyze, and distill employee feedback to identify areas of performance, challenge, and opportunity. Using NLP helps businesses identify key topics, categories, themes, intentions from every document in the data stream, and detailed sentiment analysis.

Data 368

Data Analytics Insurance Analysis 368

Experience Investigators by 360Connext

AUGUST 17, 2021

Great CX meetings start with a solid foundation in the form of a CX Charter — a simple document that answers these six questions: What is Our CX Vision? Customer Feedback and Insights. What’s new: What is customer feedback telling us? Check In: Review customer feedback and discuss any key customer experience metrics. .

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

InMoment XI

JANUARY 9, 2024

By utilizing the in-app customer feedback software tool, Hootsuite can prioritize CX improvements that will have the most business impact and has been able to triple its Net Promoter Score. Collect Customer Feedback Invest time in understanding the unique needs and pain points of your B2B customers.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

AWS Machine Learning

FEBRUARY 20, 2025

PAAS now includes PAAS AI, the first commercially available interactive generative-AI chats specifically developed for premium audit, which reduces research time and empower users to make informed decisions by answering questions and quickly retrieving and summarizing multiple PAAS documents like class guides, bulletins, rating cards, etc.

Knowledge Base 110

Knowledge Base Insurance Guidelines Innovation 110

Experience Investigators by 360Connext

APRIL 14, 2020

Customer feedback and emotional data. What are customers telling you in their open-ended feedback? Consider three categories when gathering data for journey maps: 1) Customer feedback and emotional data; 2) Customer behavior and actions; 3) Systems, procedures, and touchpoints. Customer behavior and actions. Click To Tweet.

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

AWS Machine Learning

AUGUST 21, 2024

Today, physicians spend about 49% of their workday documenting clinical visits, which impacts physician productivity and patient care. By using the solution, clinicians don’t need to spend additional hours documenting patient encounters. This blog post focuses on the Amazon Transcribe LMA solution for the healthcare domain.

Healthcare 112

Healthcare Meeting Interaction Knowledge Base 112

InMoment XI

AUGUST 24, 2022

Given that most customer feedback is text-based (such as emails, social media posts, surveys, in-app feedback, SMS, live chat, etc.), To keep up with expectations and provide a positive customer experience, companies in all industries need a more accurate way to understand and categorize their customer feedback.

Analysis 370

Analysis Effort Score Feedback Analytics 370

InMoment XI

SEPTEMBER 22, 2022

They remain a vital tool for gathering feedback and the time brands invest to continuously improve them is well spent. Click here to read my full-length point of view document on data sources and to take the next step in your data collection journey. None of this is to say that surveys have become irrelevant or unimportant.

Survey 370

Survey How To Social Media Trends 370

AWS Machine Learning

DECEMBER 6, 2023

Conversational AI has come a long way in recent years thanks to the rapid developments in generative AI, especially the performance improvements of large language models (LLMs) introduced by training techniques such as instruction fine-tuning and reinforcement learning from human feedback.

Knowledge Base 126

Knowledge Base Analytics Tools Data 126

AWS Machine Learning

APRIL 24, 2024

The team navigates a large volume of documents and locates the right information to make sure the warehouse design meets the highest standards. The Amazon D&C team implemented the solution in a pilot for Amazon engineers and collected user feedback. During the pilot, users provided 118 feedback responses.

Feedback 132

Feedback Effort Score Training Policies 132

Kayako

MAY 25, 2017

We don’ currently have documentation or a blog post on “best practices” but that is a great idea. They include saved replies, public and internal documentation. To take this one step further, go over each commonly-used saved reply with your team and get everyone’s feedback on it to make sure it is bullet proof.

How To 322

How To Customers Examples Customer Experience 322

AWS Machine Learning

MARCH 6, 2025

Optimized for search and retrieval, it streamlines querying LLMs and retrieving documents. Build sample RAG Documents are segmented into chunks and stored in an Amazon Bedrock Knowledge Bases (Steps 24). For this purpose, LangChain provides a WebBaseLoader object to load text from HTML webpages into a document format.

Knowledge Base 109

Knowledge Base Metrics System Policies 109

AWS Machine Learning

NOVEMBER 1, 2023

Organizations can search for PII using methods such as keyword searches, pattern matching, data loss prevention tools, machine learning (ML), metadata analysis, data classification software, optical character recognition (OCR), document fingerprinting, and encryption. This speeds up the PII detection process and also reduces the overall cost.

Government 114

Government Self Service Telecommunications Social Media 114

AWS Machine Learning

MARCH 18, 2025

Site monitors conduct on-site visits, interview personnel, and verify documentation to assess adherence to protocols and regulatory requirements. However, this process can be time-consuming and prone to errors, particularly when dealing with extensive audio recordings and voluminous documentation.

Healthcare 110

Healthcare Analysis Knowledge Base Report 110

InMoment XI

MARCH 10, 2022

Unfortunately, we see far too many clients start a CX program by just turning on some listening posts (social media, review sites, survey feedback, etc) and hoping for relevant insights to come to the surface. More specifically, we’re going to cover the first two steps in our success improvement framework: Step 1: Design Step 2: Listen.

How To 370

How To Social Media Survey Data 370

Zonka Feedback

FEBRUARY 11, 2025

Remember the hours spent poring over spreadsheets, copy-pasting responses, and toggling between documents just to categorize feedback? Gone are the days of manually sifting through thousands of customer data points to extract valuable insights.

Feedback 52

Feedback Analysis Data Tools 52

Kayako

MAY 30, 2017

Closing the loop on feedback. Many companies are missing the mark with their feedback, says M. In Closing the Loop on Feedback , Suwyn says most feedback (90 percent) has no impact an employees’ performance because our brains are hardwired to prioritize positive feedback over negative feedback.

Loyalty Programs 198

Loyalty Programs e-support Self Service Video 198

SurveySensum

DECEMBER 2, 2024

You may find it difficult to customize the surveys or feedback tools how you want them. Text Analytics Falls Short: While the platform provides useful tools for processing open-ended feedback, its capabilities in advanced natural language processing and sentiment analysis fall short compared to top competitors.

Feedback 52

Feedback Strategy Multi-Channel Analysis 52

Experience Investigators by 360Connext

FEBRUARY 18, 2025

If customers often cancel within two weeks of subscribing to your business software, review their onboarding feedback and cancellation surveys. You may see many people say the implementation is too complicated, so you can create new onboarding guides, how-to documents, and instructional videos to guide customers through the process.

Customer Experience 143

Customer Experience How To Self Service Effort Score 143

InMoment XI

JUNE 13, 2024

In today’s data-driven world, businesses generate and accumulate vast amounts of text data from various sources, including customer feedback , social media, emails, and internal documents. This can include customer feedback, social media posts, emails, online reviews, internal documents, and more.

Social Media 195

Social Media Analysis Analytics Trends 195

AWS Machine Learning

APRIL 1, 2025

Solution overview For this solution, we use Amazon Bedrock Knowledge Bases to store a repository of healthcare documents. We upload a sample set of mental health documents to Amazon Bedrock Knowledge Bases and use those documents to write an article on mental health using a RAG-based approach.

Knowledge Base 109

Knowledge Base Healthcare Guidelines System 109

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

It’s easy to create goals in customer experience that are either: Based on metrics that the customer feedback team held responsible can’t influence, like NPS Or big ideas that aren’t real goals, like “make every customer delighted every time” Every other team has real goals. Think of customer feedback as collaboration.

Customer Centricity 271

Customer Centricity Customer Journeys Connections Feedback 271