NetBase

MAY 30, 2019

But we’ve got the CX analytics secrets that can unlock everything – and all brands can benefit. Here are some highlights from the NetBase report 2019 Hospitality & Restaurants: 25 Secrets Unlocked by Customer Experience Analytics. That said, the definitions of “basic” and “standard” may not be what you assume.

Hospitality 56

Hospitality Analytics Report Consumers 56

InMoment XI

APRIL 25, 2024

REPORT 2024 Financial Services Online Reputation Benchmarks Report InMoment’s 2024 Financial Services Online Reputation Benchmarks Report provides a top-level view of the state of reviews today for the financial service industry — and how these reviews reflect the experiences financial services consumers want to have.

Financial 260

Financial Management Banking Insurance 260

Thematic

JULY 30, 2018

A great example of a company who has transitioned from time-consuming, manual customer feedback analysis to AI-powered, fast text analytics, practically in no time, is Greyhound. This was definitely not helping us be at the forefront in terms of fixing issues in the terminals”, confirms Matthew. That’s a tough question!

Analytics 90

Analytics Effort Score Net Promoter Score Analysis 90

NICE inContact

JUNE 30, 2016

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. One reason for the struggle with Speech Analytics is a lack of in-house analytical talent. Customer Experience is a BIG Puzzle.

Contact Center 122

Contact Center Analytics Technology Multi-Channel 122

AWS Machine Learning

SEPTEMBER 9, 2022

Amp wanted a scalable data and analytics platform to enable easy access to data and perform machine leaning (ML) experiments for live audio transcription, content moderation, feature engineering, and a personal show recommendation service, and to inspect or measure business KPIs and metrics. Business intelligence (BI) and analytics.

Analytics 70

Analytics Data Customer Engagement Engagement 70

AWS Machine Learning

NOVEMBER 3, 2022

We also look into how to further use the extracted structured information from claims data to get insights using AWS Analytics and visualization services. We highlight on how extracted structured data from IDP can help against fraudulent claims using AWS Analytics services. Amazon Redshift is another service in the Analytics stack.

Insurance 77

Insurance Analytics Industry e-support 77

Upstream Works

AUGUST 14, 2019

What is Customer Journey Analytics? It’s tricky to find a definition of Customer Journey Analytics that isn’t penned by a solutions provider hankering to sell you their reporting platform. Our Definition. Back to our definition of Customer Journey Analytics.

Customer Journeys 60

Customer Journeys Analytics Data Contact Center 60

Lumoa

FEBRUARY 9, 2023

Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic. Long-term actions are based on the analytics results of customer feedback. Both groups of technologies can be utilized to make analytics more actionable.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

InMoment XI

OCTOBER 5, 2021

Well, there may be an “I” in “customer experience,” but there’s no arguing that customer experience is definitely a team sport. You know that old saying, “There’s no ‘I’ in ‘team’?” That’s why we’re so happy to celebrate this year’s CX Day theme, “CX is a team sport.”

Sports 260

Sports Video Retail Analytics 260

SmartMessage Blog

FEBRUARY 5, 2021

What is Google Analytics. Google Analytics provides a software of web analytics through internet. Organizational or individual websites/mobile applications can use Google analytics to track user data. How To Use Google Analytics. How to Set Up Google Analytics. Google Analytics For Beginners.

Analytics 40

Analytics Metrics Measurement Marketing 40

Gainsight

APRIL 8, 2021

With the recent release of Gainsight’s Horizon Analytics, my team and I started using the beta version’s tools and functions as soon as they were available. Analytics – Simplified. Horizon Analytics is entirely built on our Gainsight Horizon Experience. And all of the reports serve as that enablement component.

Analytics 52

Analytics Management Report User Experience 52

Confirmit

OCTOBER 1, 2020

Join us to delve into these changes presented in ESOMAR's “Continued evolution of the data, analytics and insights industry” report, and hear expert voices from collaborating companies Remesh, Confirmit, Forrester and Symphony Technology Group.

Analytics 52

Analytics Industry Data Groups 52

SmartKarrot

APRIL 21, 2023

As businesses strive to make data-driven decisions, self-service business intelligence (BI) reporting and analytics are becoming increasingly popular. By providing easy-to-use tools for data visualization, exploration, and reporting, self-service BI can save time and improve decision-making.

Self Service 16

Self Service Report Analytics Tools 16

Truthlab

JULY 18, 2019

What is User Analytics? User analytics involve tracking activities of users who visit a particular website or mobile app. User analytics utilize tracking codes or cookies placed into the user’s browser to gather data from multiple sources such as: Website and mobile app activity of users. Advertising. Mobile app.

Analytics 54

Analytics Customer Experience Social Media Analysis 54

Experience Investigators by 360Connext

OCTOBER 17, 2023

Reporting on a Net Promoter Score (NPS) month after month that doesn’t vary too dramatically can create a sense of complacency. Leaders who receive the reports don’t see real value in these numbers because they aren’t shown how they are connecting to the overall business strategy. Use some storytelling techniques here, too.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

SurveySparrow

APRIL 1, 2021

“Data analytics had the biggest impact on my business. Because data analytics software does this work and does it quite brilliantly. We understand the importance of a question like- what is data analytics, and how can I use it for my business? So, with no further ado, let’s help you on your data analytics journey. .

Analytics 52

Analytics Data Analysis Technology 52

NetBase

NOVEMBER 8, 2019

And they’re experiencing enormous success with strategies informed by next generation AI-powered social analytics. We explore that and more in our latest 2019 Consumer Experience Analytics Report: North America – and we have a preview of it below! But let’s focus on those who are, as we do in the report. And many are not.

Report 45

Report Sales Brands Analytics 45

delighted

MARCH 4, 2020

20 Customer Experience terms, definitions, and resources Delighted’s retail customer experience guide for 2020 and beyond What is digital CX? Social media software, customer support software, CRM software, and product analytics platforms should all provide reporting on interactions and performance of their respective touchpoints.

Customer Experience Management 52

Customer Experience Management Customer Experience Management Customer Journeys 52

NetBase

NOVEMBER 8, 2019

And they’re experiencing enormous success with strategies informed by next generation AI-powered social analytics. We explore that and more in our latest 2019 Consumer Experience Analytics Report: North America – and we have a preview of it below! But let’s focus on those who are, as we do in the report. And many are not.

Report 40

Report Brands Sales Analytics 40

NetBase

OCTOBER 31, 2018

Learning from other brands is a huge benefit of social analytics. For this type of reporting to work, however, your tools must deliver accurate results. Given the speed of social, you definitely don’t have time for that kind of extra work if a threat is real. How to Manage & Respond to Crises Using Social Analytics.

Analytics 59

Analytics Social Media Analysis Tools 59

Qualtrics

SEPTEMBER 4, 2019

In 2015, she moved to financial services firm Prudential Plc to set up their first advanced people analytics function, covering talent management and succession planning as well. This was groundbreaking for the brand, and made Melissa one of a group of HR pioneers leading the way in the analytics space around this time.

Analytics 47

Analytics Groups Metrics Employee Experience 47

Calabrio

APRIL 28, 2021

So, while we weren’t planning for a pandemic, we were definitely prepared. . We’ve always envisioned that our WEM solution need s to be easy to use , unified and built to leverage modern analytics, AI and machine learning tools , and intelligent automation. . Analytics will be at the heart of much of the new functionality.”

Meeting 130

Meeting Engagement Management Contact Center 130

NICE inContact

SEPTEMBER 27, 2019

There was no visibility into performance, and creating reports required the use of a third-party product. Empire launched a search for a contact center provider that could deliver flexibility, scalability, functionality, robust analytics, reporting, visibility and quality management. Empire Today now? Improved efficiency.

Abandon Rate 137

Abandon Rate Contact Center Wait Times Case Study 137

TechSee

APRIL 21, 2021

A standard contact center is chock full of repetitive and dull tasks that are definitely necessary but rarely require a human level of decision making. AI-Based Prediction of Customer Behavior via Speech Analytics. One trending approach for AI in call centers is a focus on speech analytics. Robotic Process Automation.

Call Center 136

Call Center Self Service Innovation Contact Center 136

NetBase

NOVEMBER 14, 2019

Leading retail brands are using social analytics research to support new eco-friendly fashion offerings. The RealReal reports demand for Burberry has increased 64% year-over-year, with Millennial and GenZ customer searches rising fastest on its site. The results are inspiring from a sustainability standpoint. That’s so Gucci , indeed.

Fashion 49

Fashion Analytics Apparel Trends 49

Team HGS

JULY 19, 2017

Using Voice of the Customer Analytics for Change: Your Questions, Answered. He provided key insights into understanding various analytics stages, connecting metrics, and benchmarking an analytics framework. Our remaining attendee demographic stated, “Not there yet, but we want to adopt this analytics approach.”.

Analytics 52

Analytics Measurement Metrics Healthcare 52

NetBase

JANUARY 9, 2019

The NetBase Industry Report 2019: Retail explores where some of the biggest names in retail rank, and why – as well as what brands can learn from those at the top, bottom, and everywhere in between. One popular sporting goods brand definitely did – even while another athletic apparel company barely bumped on their CEO’s scandalous departure.

Retail 45

Retail Report Industry Strategy 45

Lumoa

SEPTEMBER 11, 2023

The Customer Experience Report from PwC’s Consumer Intelligence series found that 73% of its surveyed customers made purchasing decisions based on their experience with a company. Those surveyed in PwC’s report were willing to pay anywhere from 7% to 16% more for a product from a company that offered a good experience.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

Thematic

APRIL 3, 2024

This will be accomplished by proactively addressing critical navigation issues identified through user surveys and app analytics. Integrate this with quantitative data (CSAT scores, website analytics) to create a comprehensive picture. The tool itself is definitely user friendly.” ” 2. ” 5.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

Experience Investigators by 360Connext

AUGUST 19, 2020

These are the most common definitions, but you’ll often see the initials changed as needed: Sometimes the S may stand for s trategic, the M for m otivating , the A for a ssignable or action-oriented , and so on. But it’s not enough to just report these numbers. These types of measurements are straightforward and objective.

Customer Experience 265

Customer Experience Net Promoter Score NPS Effort Score 265

TechSee

DECEMBER 16, 2021

According to a 2020 report by the World Economic Forum , 84% percent of employers planned to digitize their processes, with the aim of transitioning 44% of their employees to work remotely. Accenture reports their clients experiencing time savings of up to 70% with AI-driven automation.

Call Center 124

Call Center Trends Self Service Contact Center 124

Retently

OCTOBER 16, 2023

NPS is widely used, but definitely not outdated Look through NPS benchmark data, and it’s easy to get the impression that NPS is overused as a customer satisfaction tool. In fact, features like NPS analytics and survey customization make it more useful than ever for businesses focused on customer satisfaction and retention.

Net Promoter Score 147

Net Promoter Score Metrics NPS Customer Satisfaction 147

delighted

MARCH 4, 2020

20 Customer Experience terms, definitions, and resources. Social media software, customer support software, CRM software, and product analytics platforms should all provide reporting on interactions and performance of their respective touchpoints. 84% of organizations that focus on improving CX report an increase in revenue.

Customer Experience Management 44

Customer Experience Management Customer Experience Management Customer Journeys 44

Lumoa

SEPTEMBER 11, 2023

The Customer Experience Report from PwC’s Consumer Intelligence series found that 73% of its surveyed customers made purchasing decisions based on their experience with a company. Those surveyed in PwC’s report were willing to pay anywhere from 7% to 16% more for a product from a company that offered a good experience.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

BirdEye

SEPTEMBER 15, 2023

Sales professionals need insight, reports, and innovative ways to reach potential customers. Mckinsey’s research suggests that about one-fifth of sales teams can benefit from automating certain tasks, and AI can definitely play a strong role in that. Why do we need AI in sales?

Sales 110

Sales Chatbots Trends Report 110

BirdEye

MAY 19, 2023

If you’re running a business, then you have definitely heard that word-of-mouth is marketing gold. All links containing UTM parameters must have three parameters to fulfill requirements set by Google Analytics (more on that below.) Google Analytics has an easy-to-use tool for building UTM parameters. Do referral systems work?

Analytics 98

Analytics Software System Metrics 98

Lithium

JUNE 6, 2023

Marketing Now Available: Improved Promoted Post Analytics New features improving promoted post analytics, paid visibility, and overall data quality. Available On-demand Leveraging Smart Views: Advanced Product Webinar Smart Views are advanced filters that Care users can leverage in Agent, Manage, and Analytics.

Video 52

Video Analytics Tips Resources 52