Calabrio

JANUARY 27, 2025

Within a day or two of implementing a speech analytics solution, managers often collect so much information that they are overwhelmed. This is an excellent approach, as it gives speech analytics analysts an opportunity to learn to use the solution prior to rolling it out throughout the enterprise.

Contact Center 130

Contact Center Analytics How To Gamification 130

Calabrio

FEBRUARY 28, 2025

Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. What is voice analytics? What is voice analytics? It delves deeper into the emotional and contextual layers of speech.

Contact Center 130

Contact Center Analytics Self Service Analysis 130

Calabrio

JANUARY 27, 2025

Within a day or two of implementing a speech analytics solution, managers often collect so much information that they are overwhelmed. This is an excellent approach, as it gives speech analytics analysts an opportunity to learn to use the solution prior to rolling it out throughout the enterprise.

Contact Center 130

Contact Center Analytics How To Gamification 130

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. In 2021 they embraced AI-based speech analytics to analyse every single call in their contact center.

Survey 357

Survey Banking NPS Effort Score 357

eglobalis

FEBRUARY 3, 2025

Predictive Analytics for Proactive Support Predictive analytics powered by AI allows B2B businesses to anticipate customer needs and address issues before they arise. Similarly, SAP has been using its SAP Predictive Analytics tool since 2013 to help businesses forecast demand, optimize inventory, and improve service delivery.

B2B 422

B2B Customer Journeys Customer Experience Chatbots 422

eglobalis

NOVEMBER 12, 2024

For instance, AI-driven analytics can process vast amounts of client data to uncover patterns and preferences, enabling service teams to tailor their approaches more precisely. Use predictive analytics and regular risk assessments to identify potential project bottlenecks early.

Customer Centricity 524

Customer Centricity Strategy B2B Consulting 524

eglobalis

FEBRUARY 13, 2025

Using predictive analytics and AI, businesses can anticipate and address client concerns before they escalate. Leveraging AI, predictive analytics and client behavior insights allows businesses to address issues before they occur. The Gist Action over sentiment. Empathy alone isnt enough. Proactive problem-solving.

Analytics 320

Analytics Measurement Metrics Feedback 320

InMoment XI

NOVEMBER 12, 2024

This tool includes monitoring, scheduling, and analytics capabilities that allows brands to track keywords, hashtags, and brand mentions across multiple platforms in real time. Its analytics dashboard also allows users to gauge engagement, sentiment, and campaign performance.

Social Media 363

Social Media Analysis Metrics Analytics 363

eglobalis

NOVEMBER 3, 2024

Advanced data analysis, such as behavioural analytics and sentiment analysis, also provides a quantitative view of client preferences and emotional responses, helping to anticipate issues before they arise and to personalize interactions at every touchpoint.

B2B 523

B2B Culture Innovation Loyalty 523

eglobalis

JULY 8, 2025

This analytical exploration guides executives through current AI advancements, realistic future scenarios, and outlines strategic actions essential to prepare their organizations for a highly automated, AI-driven CX landscape projected by 2035.

Healthcare 279

Healthcare Government Competitive Advantage Chatbots 279

eglobalis

MAY 13, 2025

The rise of advanced analytics and AI is presenting an alternative: rather than asking customers for feedback at every turn, leading firms are beginning to know what customers think by analysing behaviours, conversations, and data signals in real time.

B2B 310

B2B Survey Multi-Channel Effort Score 310

eglobalis

JUNE 10, 2025

Predictive User Insights and Personas [link] AI-driven analytics systems process vast amounts of user behavior and interaction data to predict future preferences, uncover hidden pain points, and refine user personas.

Innovation 322

Innovation B2B Case Study User Experience 322

eglobalis

JANUARY 20, 2025

To achieve reliability, companies can invest in predictive analytics and supply chain visibility tools. Companies that invest in predictive analytics and AI in systems such as CDPs and other many technologies available today to anticipate customer requirements often see higher retention rates.

B2B 449

B2B Loyalty Loyalty Programs Innovation 449

eglobalis

JANUARY 7, 2025

” Using insights from financial advisors and SME owners, they developed user-friendly analytics tools to assist with budgeting and cash flow projections. Example: Salesforces integration of AI-driven analytics into their CRM platform stemmed from iterative testing and client feedback.

B2B 323

B2B Company Customer Journeys Innovation 323

eglobalis

OCTOBER 14, 2024

Their programs emphasize data analytics and feedback management, leveraging their own software. Lynn’s analytical and straightforward personality shines through in her work, adding exceptional value. Her work is filled with practical insights and well-reasoned solutions to CX challenges.

Customer Experience 479

Customer Experience Customer Journeys Case Study Innovation 479

Calabrio

FEBRUARY 25, 2025

Workforce Management Stay Focused on Your Business: Introducing Calabrio Managed Services for Analytics and Workforce Management Share Between increasing customer expectations and an influx of new technology, many contact centres are overwhelmed. Want to learn how modern multichannel analytics can help your brand?

Analytics 130

Analytics Management Return on Investment Resources 130

eglobalis

JUNE 17, 2025

To succeed in this transition, businesses must: Rely on verified behavioral analytics to fuel intent models Empower Agentic AI to act flexibly but ethically Define success around intent fulfillment and outcome clarity Break silos between CX, data, product, and service Those who design for movement will always follow.

Customer Journeys 316

Customer Journeys Insurance Case Study Abandon Rate 316

eglobalis

MAY 20, 2025

As mentioned in my previous article, AI-driven analytics and telemetry-based feedback loops will become primary sources of customer insights. Pair CES with journey analytics to prioritize UX improvements. VoC Platforms (Qualtrics, Medallia): Survey and text analytics. Tag responses to identify high-friction areas.

Metrics 328

Metrics Effort Score B2C B2B 328

CX Journey

MAY 14, 2025

Challenge : Anticipating future needs requires not just listening to employees and customers but also leveraging predictive analytics and proactive strategies to stay ahead – turning insight into foresight. Companies must adopt a data-driven approach to customer experience, using advanced analytics to measure and optimize performance.

Leadership 256

Leadership Customer Journeys Customer Centricity Culture 256

ECXO

NOVEMBER 26, 2024

Chatbots, CRM systems, and AI-powered analytics can handle routine tasks, freeing up your team to focus on more complex issues. By using data analytics, you can create playbooks for common customer problems, allowing your team to resolve them efficiently without needing a unicorn to step in.

Self Service 334

Self Service Culture Training Analytics 334

eglobalis

OCTOBER 30, 2024

AI applications in the workplace range from advanced data analytics and predictive maintenance to sophisticated communication tools and personalized employee support systems. According to Gartner, by 2028 enterprises will improve productivity by replacing 60% of SaaS workplace applications that lack AI-driven capabilities.

Employee Experience 482

Employee Experience Customer Experience Employee Engagement Telecommunications 482

eglobalis

MARCH 24, 2025

Vodafone proactively addressed potential job displacement by retraining staff, transitioning former customer service employees into AI supervisory and analytical roles. This strategy underscores the need for thoughtful workforce management in AI deployment, necessitating human oversight of the transition process itself.

Contact Center 364

Contact Center Virtual Agent Chatbots Banking 364

eglobalis

OCTOBER 21, 2024

This article explores the pros and cons of responding to negative posts, evaluates the effectiveness of following best practices from leading organizations such as BCG, McKinsey, and Accenture, and provides an analytical framework for deciding when engagement is worth the time and resources.

Social Media 520

Social Media Feedback Engagement Company 520

eglobalis

JUNE 30, 2025

Its ecosystem integrates devices, data analytics, and telehealth support, creating a real-time feedback loop between patient and provider that few can match. link] Medtronic acquires AI-enabled analytics software company – Becker’s Hospital Review. link] Company History – Medtronic (Official Site).

Culture 425

Culture Healthcare Leadership B2C 425

InMoment XI

NOVEMBER 21, 2024

Importance of Customer Analytics Customer analytics provides a blueprint for delivering exceptional customer service. Businesses are set to revolutionize how they gather and respond to customer feedback, shifting from traditional surveys to AI-driven VoC analytics. Leverage Advanced Analytics Tools. Collect Customer Data.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

eglobalis

JUNE 23, 2025

Organizations also lean heavily on EX analytics to measure stress indicators—through pulse surveys, attrition risk models, and performance volatility. Employee listening tools become more than HR analytics—they are systems for emotional detection and reengagement.

Innovation 417

Innovation Technology Healthcare Leadership 417

InMoment XI

JUNE 30, 2025

Enterprise conversational intelligence is the use of advanced AI technologies—including natural language processing (NLP), machine learning, and speech analytics—to capture, analyze, and derive insights from customer conversations across channels. Great CI doesn’t just tell you what was said—it helps you understand what it means.

Net Promoter Score 195

Net Promoter Score Analysis Average Handle Time Analytics 195

InMoment XI

DECEMBER 18, 2024

What to Look for in Contact Center Automation Software Text and Speech Analytics Integrations Reporting Customizable Alerts The right contact center automation software boosts agent productivity and customer satisfaction. Text and speech analytics use machine learning to provide instant insights into emotions, context, and intent.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

CSM Magazine

JULY 3, 2025

The solution lies in customer journey analytics—a powerful approach that reveals hidden friction points and transforms your understanding of the customer experience. Customer journey analytics examine every touchpoint a customer has with your business, from initial awareness to post-purchase support.

Customer Journeys 52

Customer Journeys Analytics How To Self Service 52

InMoment XI

NOVEMBER 18, 2024

Here are some key methods for analyzing customer behavior: Quantitative research Quantitative data analysis Predictive analytics Customer journey mapping Cohort analysis Qualitative Research Qualitative research and analysis involve asking open-ended questions to encourage customers to share their thoughts in their own words.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195