ECXO

JULY 10, 2024

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric.

Metrics 374

Metrics Analysis Feedback NPS 374

eglobalis

JANUARY 13, 2025

Reducing Customer Churn with Sentiment Analysis AI-powered sentiment analysis tools help organizations gauge customer emotions during interactions, enabling timely interventions to prevent churn. Salesforce Einstein Agents sentiment analysis feature flags dissatisfied customers, prompting agents to take corrective action.

Customer Experience 433

Customer Experience Marketing Chatbots e-support 433

Lumoa

FEBRUARY 7, 2023

From qualitative to quantitative information, actively soliciting feedback to passively analyzing user behavior, text analysis to interviews, VoC data collection can run the gamut. With the help of voice and text analytics, the data analysis process is made even easier. That’s where Lumoa comes in.

Analysis 396

Analysis Data How To Customer Centricity 396

InMoment XI

DECEMBER 7, 2022

This type of analysis is called “driver analysis.” At InMoment, we use a technique called True Driver Analysis, which surpasses other approaches in quality of results. A Visual of InMoment Driver Analysis. Question #5: Why Does the Approach You Use to Understand These Moments Matter?

Analysis 370

Analysis Customer Experience Call Center Experience Call Center 370

eglobalis

FEBRUARY 3, 2025

Sentiment Analysis for Enhanced Engagement AI-powered sentiment analysis tools help B2B businesses understand customer emotions and tailor their responses accordingly. For instance, a retail client of Oracle improved its Net Promoter Score (NPS) by 15% by addressing negative sentiment identified through AI analysis.

B2B 422

B2B Customer Journeys Customer Experience Chatbots 422

eglobalis

NOVEMBER 3, 2024

This process begins with an introspective analysis to uncover the core values, strengths, and distinct qualities that define the company. Rather than adopting generic CX models, this tailored approach allows companies to shape customer experiences that authentically reflect their brand’s personality and vision.

B2B 523

B2B Culture Innovation Loyalty 523

ECXO

NOVEMBER 25, 2024

Framework for Analysis: Use a strategic alignment matrix to classify requests based on their impact and feasibility. Action Steps: Conduct customer cohort analysis : Identify patterns across demographics and verticals. Will it enhance our competitive advantage or dilute it?

Feedback 391

Feedback ROI Roadmap Analytics 391

ECXO

JUNE 11, 2024

A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko As we have explored, AI is fundamentally transforming the employee experience, touching every aspect from recruitment and onboarding to learning, development, and day-to-day engagement.

Employee Experience 334

Employee Experience Analysis Multi-Channel Employee Engagement 334

eglobalis

MARCH 30, 2025

This article examines in detail how businesses in both B2B and B2C contexts are leveraging AI, sentiment analysis, voice-of-customer (VoC) platforms, predictive analytics, and streaming data to capture customer insights in the moment.

Survey 357

Survey Banking NPS Effort Score 357

AWS Machine Learning

JANUARY 22, 2025

However, to describe what is occurring in the video from what can be visually observed, we can harness the image analysis capabilities of generative AI. We explain the end-to-end solution workflow, the prompts needed to produce the transcript and perform security analysis, and provide a deployable solution architecture.

Analysis 116

Analysis Video Management Financial 116

eglobalis

OCTOBER 21, 2024

To combat this, companies can benefit from tools such as sentiment analysis, Customer Data Platforms (CDPs), and other social media analytics that assess the emotional tone and urgency of complaints. Responding to every post may quickly become unsustainable, leading to burnout or compromised quality in engagement.

Social Media 520

Social Media Feedback Engagement Company 520

eglobalis

MARCH 24, 2025

This detailed analysis explores the current limitations that prevent AI agents from fully replacing human operators in contact centers, supported by practical examples from industry leaders across sectors, revealing why human involvement remains indispensable.

Contact Center 364

Contact Center Virtual Agent Chatbots Banking 364

InMoment XI

DECEMBER 3, 2024

Enlighten: Key skills include CX data collection, analysis, and visualization to ensure actionable insights across the organization. For example, using surveys to collect feedback and sentiment analysis to understand emotional tone. It’s a static approach that doesn’t consider targeted outreach or customer feedback analysis.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

InMoment XI

NOVEMBER 14, 2024

Sentiment Analysis Competitor Analysis Multi-Platform Coverage Keyword and Hashtag Tracking Analytics and Reporting Content Creation and Scheduling CRM Integration A social listening tool lets you tap into online conversations around your business. Sentiment analysis also helps with effective customer service.

Tools 195

Tools Social Media Customer Experience Analysis 195

eglobalis

NOVEMBER 12, 2024

Achieve this by establishing client-specific research processes, such as in-depth interviews and continual market analysis, to anticipate shifts that could affect the project. Understanding what keeps your client up at night and adjusting services to address those pressures goes a long way in showing that you value the relationship.

Customer Centricity 524

Customer Centricity Strategy B2B Consulting 524

ECXO

NOVEMBER 19, 2024

Application in CX : • Post-Mortem Analysis : After every project or campaign, conduct a thorough analysis of what went right, what went wrong, and what can be improved. Customer Complaint Analysis : Treat complaints as learning opportunities. Continuous learning and adaptation are key to thriving in a competitive market.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

eglobalis

MAY 13, 2025

AI enhances this by intelligently triggering feedback requests only at optimal times and by automating the analysis of responses. This is coming true as AI-driven sentiment analysis and natural language processing (NLP) tools mature. This likely means investing in text and voice analysis capabilities.

B2B 280

B2B Survey Multi-Channel Effort Score 280

InMoment XI

NOVEMBER 22, 2024

Feedback analysis also improves product strategy, ensuring you continue delivering value that retains and acquires clients. This advanced analysis helps you identify churn indicators and proactively recover at-risk customers. Additionally, it can perform competitor analysis by tracking what your competition is doing right or wrong.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

ECXO

OCTOBER 23, 2024

Sentiment analysis algorithms can process vast amounts of customer feedback from multiple sources, such as social media platforms, online reviews, and surveys. Sentiment Analysis for Real-time Feedback: Understanding customer sentiment is crucial for delivering exceptional customer support.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

SurveySensum

MAY 7, 2025

Thats where support ticket analysis flips the game. Lets get into how support ticket analysis turns data chaos into customer love, but before that, well go into the what. Lets get into how support ticket analysis turns data chaos into customer love, but before that, well go into the what. One bad experience?

Analysis 52

Analysis Self Service Net Promoter Score NPS 52

InMoment XI

NOVEMBER 13, 2024

InMoment’s data analysis capabilities give you the power to automatically sort through your customer feedback data and detect sentiments such as intent to churn. Some common challenges businesses face include: Inaccurate Model Predictions Accurate model predictions require careful data analysis and calibration. References Semrush.

Customer Retention 195

Customer Retention How To Analysis ROI 195

eglobalis

MARCH 4, 2025

To improve reliability, businesses implement real-time sentiment analysis, voice biometrics for authentication, and AI-powered call monitoring to refine accuracy over time. Technologies such as sentiment analysis and contextual AI allow agents to adapt responses based on user frustration levels, previous interactions, and emotional cues.

Self Service 202

Self Service Strategy Contact Center Virtual Agent 202

InMoment XI

APRIL 22, 2025

CI analysis reveals that customers find Version B confusing because it lacks clear instructions and key functionalityinsight that wouldnt show up in standard performance metrics. CI tools use sentiment analysis to evaluate word choice, tone, and emotion across interactions. Thats where customer conversations come in.

Chatbots 195

Chatbots Net Promoter Score Self Service Social Media 195

InMoment XI

OCTOBER 25, 2024

The insights you get from competitor analysis will help you find unique ways to win over customers to your tables. Sentiment Analysis Tracking what your customers are saying is not enough. You can accomplish this with sentiment analysis , a technique that helps you capture meaning and emotion from textual reviews.

Feedback 195

Feedback Management Social Media ROI 195

C3Centricity

MAY 17, 2025

According to McKinsey’s recent analysis, while 70% of CPG companies are implementing some form of AI initiative, only 22% report significant business impact from these investments. If you would rather listen than read: The Reality of AI Strategy Investment in CPG Today Let’s start with some sobering numbers.

Consumers 156

Consumers Strategy Leadership Analysis 156

InMoment XI

JANUARY 22, 2025

Centralize Efforts With a Reputation Management Platform For most businesses, centralization is the clear winner, as it allows companies to pull together review tracking, response management, and performance analysis across all locations. This combined information leads to insights that can help all locations improve.

Management 195

Management Multi-Channel Effort Score Social Media 195

InMoment XI

DECEMBER 18, 2024

For example, sentiment analysis is an NLP algorithm that categorizes feedback as positive, neutral, or negative. It uses metrics from AI-enabled text analysis to evaluate how well agents respond and handle conversations. Response Generation Automation tools can also help with response generation once feedback analysis is complete.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

Retently

OCTOBER 11, 2024

Quality Assurancetools are versatile, offering customizable features like scorecards and sentiment analysis to suit various business needs and optimize service quality. Sentiment Analysis : Automatically tag feedback with sentiment indicators, allowing your team to quickly spot emerging issues and take action.

Ecommerce 140

Ecommerce Retail Software Customer Service 140

BlueOcean

APRIL 1, 2025

We need to do full analysis on their behaviors, their preferences, their pain points, and use that analysis to design thoughtful customer journeys. This is why it often makes sense to start with a live agent model to collect data through conversation intelligence and sentiment analysis.

Self Service 156

Self Service Effort Score Analysis Chatbots 156

eglobalis

DECEMBER 11, 2024

Interpreting Results Accurately Accurately interpreting the results of experiments requires expertise in data analysis and an understanding of potential biases and confounding factors. Clear communication and change management strategies are necessary to mitigate customer dissatisfaction.

Customer Journeys 389

Customer Journeys Effort Score Omni-Channel Social Media 389