Lumoa

NOVEMBER 7, 2022

In 2018, two-thirds of companies were competing solely on CX and that number is only expected to grow. To participate in this growing trend, it’s become more important than ever that you can measure the impact of your CX improvements not only with CX-related metrics but also with business-critical metrics.

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

Eptica

JULY 25, 2018

Date: Wednesday, July 25, 2018 Author: Taoufik Massoussi - Product Manager & Head of AI Why traditional VoC metrics don’t deliver the insight you need to succeed. Published on: July 25, 2018. However, often these only provide topline data, such as Net Promoter Score or CSAT metrics.

Net Promoter Score 50

Net Promoter Score Metrics Average Handle Time Return on Investment 50

Chattermill

AUGUST 7, 2018

How to perform effective Net Promoter Score analysis. on 8 Aug 2018. NPS Analysis. How to perform effective NPS analysis. The first tool you can use to organize your NPS survey information for analysis is tagging, and two ways you can tag your feedback is by tracking themes and sentiments. by Sam Frampton.

Net Promoter Score 40

Net Promoter Score Analysis How To NPS 40

Chattermill

JULY 30, 2018

How to perform effective Net Promoter Score analysis. on 31 Jul 2018. NPS Analysis. How to perform effective NPS analysis. The first tool you can use to organize your NPS survey information for analysis is tagging, and two ways you can tag your feedback is by tracking themes and sentiments. by Sam Frampton.

Net Promoter Score 40

Net Promoter Score Analysis How To NPS 40

C3Centricity

MAY 25, 2020

BigData #Analysis #Customer #CustomerUnderstanding Click To Tweet. If you’re interested in reading an analysis of the US Retail Apocalypse and the 23 big retailers closing stores then I highly recommend this post on Fox Business from last year. Making Data Analysis the Beginning and Not the End. I admit, a lot has changed.

Technology 194

Technology Analysis Data Consumers 194

Retently

JUNE 24, 2018

Net Promoter Score is more than a metric that shows the likelihood of recommendation; it is a great way to interact with your customers, understand the issues they face and provide a solution. When looking into customer feedback the text analysis will also come in handy. Customer feedback loop. Workflows and custom scenarios.

NPS 106

NPS Net Promoter Score Software How To 106

Clarivate

AUGUST 2, 2022

Four major trends came to light from CIRS’ most recent analysis of new active substance (NAS) approvals for the European Medicines Agency (EMA), US Food and Drug Administration (FDA), Japanese Pharmaceuticals and Medical Devices Agency (PMDA), Health Canada, Swissmedic and the Australian Therapeutic Goods Administration (TGA).

Trends 98

Trends Strategy Study Healthcare 98

BirdEye

FEBRUARY 15, 2024

Understanding online review statistics is essential for businesses because these metrics are like a pulse check on customer satisfaction and the overall reputation of your business. From 2014 to 2018, there was a noticeable decrease in the length of reviews. Why are online review statistics important for your business?

Automotive 110

Automotive Healthcare Hospitality Retail 110

Kerry Bodine

MARCH 12, 2018

That measurement will center largely on journey analytics , which involves the analysis of customer feedback, operational metrics, and financial data aligned to key customer journeys. Stay tuned for more on journey analytics and our Journey Manager Report, launching in Spring 2018!

How To 120

How To Conference Culture Touchpoint 120

CSM Magazine

OCTOBER 5, 2023

Advanced analytics and newly introduced ‘dashboards’ are also helping Blade to better understand a variety of performance indicators for example quote conversion metrics and ‘turnaround’ time statistics in addition to comparing job data details with other data such as rainfall or wind conditions.

System 59

System CRM Customer Relationship Management Report 59

Comm100

NOVEMBER 29, 2021

The analysis showed that despite a rise in overall chat volumes, there was a drop in chats per agent by an average of 56%. In 2020, during the peak of the pandemic, teams across industries began to place less pressure on typical efficiency metrics and more towards agent well-being. The continued rise of chatbots and automation.

Trends 206

Trends Customer Service Chatbots Omni-Channel 206

CX Workout - Ideas Blog

NOVEMBER 3, 2020

And why would anyone still use outdated CX/EX metrics and long, boring surveys that rarely drive actionable insights? Mostly because traditional CX metrics are not actionable. In 2018, Gartner suggested that CX is a people problem.

Net Promoter Score 98

Net Promoter Score Effort Score Analysis Employee Experience 98

AWS Machine Learning

FEBRUARY 6, 2024

One of the more popular and useful of the transformer architectures, Bidirectional Encoder Representations from Transformers (BERT), is a language representation model that was introduced in 2018. BERT can be fine-tuned for a variety of NLP tasks, including question answering, natural language inference, and sentiment analysis.

Healthcare 95

Healthcare Training Data Consulting 95

BirdEye

MARCH 9, 2021

A common contributor to the gap between adopting and executing successful customer-centric initiatives is data analysis. Expand Data Analysis Beyond Traditional Metrics. The problem is that traditional customer feedback metrics are not actionable. Seamlessly Turn Insights Into Action That Impacts Revenue.

Marketing 72

Marketing Net Promoter Score Multi-Channel Effort Score 72

ClearAction

FEBRUARY 4, 2020

You can see evidence of this in Forrester’s analysis 1 , where they found that stock price for customer experience (CX) leaders grew 34%, in comparison to 5% for CX laggards and 20% for the S&P 500 during the same time period. Create line-of-sight for everyone by showing all metric levels at-a-glance.

Customer Experience 62

Customer Experience Metrics Analysis Insurance 62

Comm100

NOVEMBER 29, 2021

The analysis showed that despite a rise in overall chat volumes, there was a drop in chats per agent by an average of 56%. In 2020, during the peak of the pandemic, teams across industries began to place less pressure on typical efficiency metrics and more towards agent well-being. The continued rise of chatbots and automation.

Trends 154

Trends Customer Service Chatbots Omni-Channel 154

Hello Customer

FEBRUARY 6, 2020

To confidently maintain their market leader position, Securitas Belgium started using Hello Customer at the end of 2018 as a first CX effort. A classic Hello Customer survey contains one metric question like an NPS, CSAT or CES and only one open text question asking the respondent why they gave that score. ISAAC - Analysis.

Effort Score 88

Effort Score Marketing Case Study Analysis 88

Avaya

APRIL 10, 2019

In Nemertes’ 2018-19 Digital Customer Experience research study of 697 organizations, we found companies already are relying on AI to transform their customer experience. Companies that use any form of AI have seen incredible success metrics, including the following: 95% increase in new customers. 45% improvement in customer ratings.

Contact Center 71

Contact Center Self Service Virtual Agent Analytics 71

Eptica

FEBRUARY 13, 2019

However, many simply collect feedback or track metrics such as Net Promoter Score in isolation. These go beyond the Customer Recommendation Rate metric to look at why it has changed and why people dropped out of the customer journey. Reviewing 2018 – our top 10 blog posts from the year. 4 reasons email is on the rise in 2019.

Net Promoter Score 62

Net Promoter Score Customer Experience ROI NPS 62

Grade.us

NOVEMBER 2, 2018

2018's Best Social Media Marketing Blogs. 2018's Best Social Media Marketing Articles. Good Riddance to Social Media Mass Production - 2018 is bringing a lot of changes to social media marketing. 2018's Best Paid Tools for Social Media Marketing. 2018's Top Social Media Marketing Experts. Social Media Explorer.

Social Media 32

Social Media Resources Tools Marketing 32

AWS Machine Learning

FEBRUARY 2, 2023

There are around 3,000 and 4,000 plays from four NFL seasons (2018–2021) for punt and kickoff plays, respectively. Models were trained and cross-validated on the 2018, 2019, and 2020 seasons and tested on the 2021 season. We also used the Pearson correlation coefficient and the RMSE as general and interpretable accuracy metrics.

Sports 73

Sports Training Analytics Data 73

AWS Machine Learning

OCTOBER 27, 2022

In an interesting finding from this case, we used cross-COVID-19 data (from 2018–2021) to train the model and found that we didn’t need to add other COVID-19 features such as number of daily confirmed cases. After the predictors have been created, we evaluated their quality metrics in the predictors dashboard.

Financial 96

Financial Retail Training Data 96

Magellan Solutions

MARCH 13, 2024

Then, in 2018, they expanded to the Philippines, setting up an additional outsourced customer service base in Cebu to further strengthen their global support capabilities. Clearly Define Project Goals, Expectations, and Metrics From the outset, define your project goals, performance metrics, and service level agreements (SLAs).

Tips 105

Tips Culture e-support Communication 105

Vocalabs

FEBRUARY 27, 2018

Tue, 2018-02-27 16:30. Bank of America has declined meaningfully since 2015, and in 2017 had the lowest scores in seven of our nine key metrics. Wells Fargo has the highest scores in our three Business Outcome metrics. 2017 Results for the National Customer Service Survey are out. Peter Leppik. About Vocalabs.

Survey 48

Survey Customer Service Banking Metrics 48

NetBase

NOVEMBER 25, 2019

Jumping right in, let’s kick it off strong with some stats from the report that offer amazing potential: According to Investopedia, The CPG industry is one of the largest industries in North America, with average annual revenue in 2018 exceeding $2 Trillion dollars! Billion of sales in 2018 being made online, showing an increase of 35.4%

Social Media 52

Social Media Report Consumers Industry 52

NetBase

NOVEMBER 25, 2019

Jumping right in, let’s kick it off strong with some stats from the report that offer amazing potential: According to Investopedia, The CPG industry is one of the largest industries in North America, with average annual revenue in 2018 exceeding $2 Trillion dollars! Billion of sales in 2018 being made online, showing an increase of 35.4%

Social Media 52

Social Media Report Consumers Industry 52

Eptica

OCTOBER 16, 2018

Date: Tuesday, October 16, 2018 Author: Anne Beghin - Project Manager 5 ways of delivering CX reporting best practice. Published on: October 16, 2018. Eptica’s reporting can be tailored to these specific metrics in order to give a clear, consistent view of performance against key targets.

Report 68

Report Self Service Average Handle Time Contact Center 68

NetBase

SEPTEMBER 12, 2018

Your brand or agency is likely spending more on Instagram in 2018 than last year. By adding business and competitive channel support our users are better able to report on-channel metrics, as well as define benchmarks to beat for competitive or aspirational channels on Instagram. But what does this mean for influencers?

Analytics 49

Analytics Data Metrics Analysis 49

AWS Machine Learning

APRIL 6, 2023

We observed during the exploratory data analysis (EDA) that as we move from micro-level sales (product level) to macro-level sales (BL level), missing values become less significant. Validation metrics may include mean absolute percent error (MAPE) and weighted absolute percent error (WAPE), among others.

Sales 77

Sales Training Metrics ROI 77

NetBase

OCTOBER 17, 2018

So how do you measure such a crucial metric effectively? Of course, this is not the only metric that matters. These are just some of the questions social analytics and sentiment analysis answer for you. Reach out and we’ll walk you through a customized competitor analysis. Status is everything for luxury brands.

Analytics 52

Analytics Apparel Case Study Social Media 52

Call Experts

MAY 8, 2019

Chatbots or virtual agents can address a wide range of features and questions to provide relevant analysis and efficient protocol. Develop sophisticated performance analytics that evaluates contact center metrics. 10 Trends That Will Disrupt Customer Service in 2018. Customer Support and Call Center Conferences 2018.

Customer Experience 65

Customer Experience Call Center Contact Center Conference 65

SuiteCX

JULY 9, 2018

In the recent research report by MyCustomer in association with Quadient, Customer Journey Mapping Research Report 2018, results validate what we practitioners have known for years: leadership buy-in absolutely matters and it should never be a one-and-done effort.

Customer Journeys 100

Customer Journeys Leadership Exercises Report 100

RapportBoost

OCTOBER 3, 2018

Rote was cited specifically for implementing RapportBoost’s Conversational Selling Analysis Platform that helped dramatically increase her company’s live chat performance metrics. . We’re privileged to work with such forward-thinking and metrics-focused leaders as Heidi and the Jenny Craig contact center team. RapportBoost.AI

Contact Center 40

Contact Center Average Handle Time Analysis Chatbots 40

Thematic

JUNE 21, 2021

Power BI Desktop Power BI Desktop is a free data analysis tool that can connect to over 70 on-premises and cloud data sources. Users can easily access reports and data analysis on the move via a mobile app using Power BI Mobile or a web browser. See below for more in-depth analysis of the pricing structures of Power BI and Tableau.

Tools 62

Tools Data Analysis Analytics 62

Eptica

JUNE 13, 2018

Date: Wednesday, June 13, 2018 Author: Taoufik Massoussi Measuring the customer experience: three key considerations. Published on: June 13, 2018. Managing up and down Ideally you want to select a range of relevant metrics to evaluate the customer experience – relying on one alone doesn’t work.

Measurement 49

Measurement Net Promoter Score Customer Experience Average Handle Time 49

Hero Digital

SEPTEMBER 25, 2018

But achieving that status goes beyond simply running monthly metrics reports and putting bar graphs in pitch decks. A 2018 survey by NewVantage Partners found nearly all executives asked (98.6%) agree that their businesses are actively working to become a data-driven enterprise, yet only 32.4% report success in achieving it.

Data 46

Data Company How To Analytics 46

NetBase

JANUARY 22, 2019

It’s the culmination of sentiment analysis perfected over time, and we’ve only just begun to unlock the potential it offers. Email notifications sent at intervals that you specify when mentions that match a saved analysis are posted can be a lifesaver here. Oh, The Possibilities. There, we’ve said it. That’s key.

Analytics 56

Analytics Marketing Analysis Exceptional Customer Service 56