Eptica

OCTOBER 2, 2020

In the second of our blogs based on insights from Contact Babel’s 2020-21 Customer Experience Decision-Makers’ Guide, sponsored by Enghouse Interactive, we look at the rising importance of CX to businesses and widening channel use by consumers, two key trends that are driving transformation in the sector.

Customer Experience 127

Customer Experience Call Recording Trends Consumers 127

BirdEye

JULY 24, 2023

Difference between insightful and non-insightful data Customer feedback analysis methods Benefits of effective feedback analysis What is the difference between customer and user feedback analysis? This is not a problem, but if you wanted to garner actionable insights from your data, you’d need to sort it out.

Analysis 98

Analysis Feedback Social Media Net Promoter Score 98

ShepHyken

AUGUST 10, 2021

Customer Insight. They discuss Khandelwal’s artificial intelligence platform that collects valuable information and insights from consumers who reach out. Top Takeaways: – The new technology, artificial intelligence, reads and analyzes all support conversations, regardless of channel, and even tags them with reasons.

Customer Insights 84

Customer Insights Customer Centricity Consumers Data 84

AWS Machine Learning

MARCH 12, 2024

Advertisers, publishers, and advertising technology providers are actively seeking efficient ways to collaborate with their partners to generate insights about their collective datasets. Sharing this data to another party can be time consuming and increase the risk of potential data breaches or unauthorized access. Choose Next.

Analysis 97

Analysis Advertising Data Consumers 97

BirdEye

MARCH 5, 2024

In the whirlwind of tweets, likes, shares, and comments, a goldmine of insights is waiting for savvy businesses to listen. This practice, done by social media monitoring tools, enables brands to keep a pulse on their online reputation and insights into consumer behavior and emerging trends.

Social Media 59

Social Media Multi-Channel Trends Tips 59

2020 Research

MARCH 9, 2022

Designed specifically for the smartphone, we have rebuilt our Over The Shoulder participant app from the ground up to streamline the respondent experience and deliver better insights. Better access to the in-the-moment insights you need. Start riding in the pockets and purses of your target consumers with our redesigned native app.

Meeting 52

Meeting Consumers Groups Engagement 52

2020 Research

MARCH 9, 2022

Designed specifically for the smartphone, we have rebuilt our Over The Shoulder participant app from the ground up to streamline the respondent experience and deliver better insights. Better access to the in-the-moment insights you need. Start riding in the pockets and purses of your target consumers with our redesigned native app.

Meeting 52

Meeting Consumers Groups Engagement 52

Eptica

JANUARY 8, 2021

Author: Pauline Ashenden - Demand Generation Manager In current times businesses are looking at how they can optimise their operations and work as efficiently as possible, while still delivering the high levels of customer service that consumers expect. Click here to read the full post on our parent company Enghouse Interactive’s site.

Self Service 85

Self Service Trends Video Consumers 85

Eptica

FEBRUARY 12, 2021

Author: Pauline Ashenden - Demand Generation Manager How are customer needs changing and how satisfied are consumers with the service they are receiving? Categorie(s): Trends & Markets How are customer needs changing and how satisfied are consumers with the service they are receiving? Share this page on: Tweet.

Customer Satisfaction 72

Customer Satisfaction Trends Consumers Industry 72

AWS Machine Learning

JULY 29, 2022

In this first post, we show the procedures of setting up a data mesh architecture with multiple AWS data producer and consumer accounts. Then we focus on one data product, which is owned by one LoB within the financial organization, and how it can be shared into a data mesh environment to allow other LoBs to consume and use this data product.

Training 76

Training Data Government Banking 76

Eptica

OCTOBER 13, 2020

Author: Pauline Ashenden - Demand Generation Manager Consumers rank getting fast answers as one of their top requirements when it comes to customer service – and more and more of them are happy to find these answers themselves through self-service, either online or through the telephone. Published on: October 13, 2020.

Self Service 92

Self Service Customer Satisfaction Resources Consumers 92

Lumoa

JUNE 14, 2023

Zendesk’s research found that an overwhelming majority of consumers (nearly three out of five ) stated that quality customer service is paramount in cultivating brand loyalty. Meanwhile, 50% of consumers will likely switch to a rival after just one bad support experience. And you’re not alone in feeling that way.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Optimove

JUNE 22, 2023

With these rich customer insights, brands have the data to hand to help them continually fine-tune their messaging and amplify their personalization efforts. Coupon and discounts distribution: NFC tags can also be placed at the front of a store to trigger the sending of coupons, in-store event invites, and product demos as customers enter.

Technology 52

Technology Customer Engagement Engagement Loyalty Programs 52

Playvox

SEPTEMBER 30, 2022

Your team is one of the most important teams in your business because you have a direct line to customers, their concerns, and their insights. Good reporting relies on the right tagging structure. Related Article: How Support Tagging Boosts Product-Support Collaboration. Add Qualitative Insights. What do they like most?

Contact Center 67

Contact Center Report eBook Tips 67

NICE inContact

SEPTEMBER 13, 2019

An Artificial Intelligence powered speech and text analytics tool can automatically tag interactions that contain violations and bring them to the forefront. It also recognizes which teams are most adherent and which teams are struggling, providing insight into where managers and coaches themselves need more training.

Contact Center 136

Contact Center Call Center Analytics Trends 136

2020 Research

AUGUST 18, 2021

Five Objectives Addressed with Mobile Qualitative Insights. Insightful moments happen at unpredictable times and in unexpected places. Have a consumer segment you want to truly understand and empathize with? Tag along with the consumer and see what categories and brands intersect with their life. Ethnographies.

Study 52

Study Consumers Groups Industry 52

SurveySparrow

JULY 31, 2023

Did you know that advances in artificial intelligence are changing the way brands gather and activate consumer insights? AI in market research has become a game-changer, empowering businesses to delve deeper into consumer behaviors, preferences, and motivations. Reports back this up. The best part? Let’s look at the process: 1.

Consumers 52

Consumers Marketing Social Media Analysis 52

SurveySensum

MARCH 15, 2024

A market research tool is a software or platform designed to assist businesses and researchers in gathering, analyzing, and interpreting data related to markets, consumers, and competitors. These tools aim to provide valuable insights that can inform business decisions, strategies, and marketing efforts.

Tools 52

Tools Software Marketing Analytics 52

Lithium

DECEMBER 6, 2022

Beyond surveys: Go deeper than customer feedback These days, top brands are going deeper, digging into conversational data points that customers provide every day, without even being asked, to get more insight into their CX. Deep listening and insights lead the way this year. Remove EXIF data from images based on allowed listed tags.

Social Media 52

Social Media Roadmap Trends Hospitality 52

Michelli Experience

APRIL 14, 2017

Anjali Lai writes in her Forrester report that several high-intensity emotions are tightly linked to consumer spend, brand preference, and brand love. It uses algorithms trained on thousands of hand-tagged posts on a social site, the Experience Project. Emotion analysis for actionable insights.

Analysis 223

Analysis Feedback Effort Score NPS 223

Eptica

APRIL 15, 2020

When things return to normality consumers will remember positively the businesses that were helpful and supportive in their times of need - and won’t forget those companies that didn’t provide the experience they expected and required. At times like this, the experience and service brands provide is vita l.

Net Promoter Score 95

Net Promoter Score Self Service NPS Consumers 95

NetBase

SEPTEMBER 4, 2020

One that can take that actionable insight and get it in front of target segments at the speed of social, which is lightning fast most days. It acts as your consumer and market intelligence home base, where you’ll capture and analyze data captured from a variety of sources. But, how are you sharing insight between these tools?

Tools 98

Tools Brands Ecommerce Advertising 98

Eptica

OCTOBER 13, 2020

Author: Pauline Ashenden - Demand Generation Manager Consumers rank getting fast answers as one of their top requirements when it comes to customer service – and more and more of them are happy to find these answers themselves through self-service, either online or through the telephone. Published on: October 13, 2020.

Self Service 63

Self Service Customer Satisfaction Resources Consumers 63

Eptica

MARCH 4, 2020

You might also be interested in these posts: Why you need to give consumers channel choice to drive engagement. Unlocking customer insight with technology. Tags: Customer Service, cult of amazement, shep, Shep Hyken, Hyken, Customer experience, amazing, Enghouse, Complaint, Eptica Categories: Best Practice.

Customers 79

Customers Customer Insights Consumers Customer Service 79

AWS Machine Learning

JUNE 24, 2022

In a previous post , we talked about analyzing and tagging assets stored in Veeva Vault PromoMats using Amazon AI services and the Veeva Vault Platform’s APIs. For example, you can use the connector to extract standardized study information from protocols stored in Vault RIM and expose it downstream to medical analytics insight teams.

Policies 71

Policies Healthcare Effort Score Self Service 71

SurveySensum

NOVEMBER 10, 2023

It’s a time-consuming process, and often you miss important messages or suggestions from your customers. Gain insights into how well your website performs on various devices and optimize it accordingly. Data Analysis: Check to see if the tool provides robust data analytics insights into your website performance and user behavior.

User Experience 52

User Experience Tools Feedback Analysis 52

SurveySensum

JANUARY 12, 2023

Or gives the relevant insights that you’d require to close the feedback loop. You’d need to tag the data manually and create the reports which will take hours of your time. . You’d have to manually go through each feedback, tag them and extract the insights from them. All of which can be really time-consuming. .

Comparison 52

Comparison NPS Touchpoint Survey 52

Win the Customer

AUGUST 8, 2023

Customer feedback is a goldmine of insights that can drive improvements in products, services, and overall experience. However, traditional methods of collecting and analyzing feedback can be time-consuming and may not provide timely insights.

Analysis 52

Analysis Feedback Chatbots Social Media 52

Thematic

DECEMBER 12, 2023

Qualitative feedback refers to insights gathered through open-ended responses, comments and opinions. It provides rich insights into the thoughts, emotions and perceptions of customers. These are fundamental tools for companies seeking insights into their customer experiences. They learn how to enhance customer satisfaction.

Analysis 62

Analysis Examples Feedback Social Media 62

BirdEye

JANUARY 19, 2023

3 ways companies use social listening Gauge sentiment By tracking conversations across social networks, companies can gain valuable insight into how their customers feel about their brand. Social monitoring keeps brands engaged with their audience, while they obtain insights that allow them to deliver better service and experiences.

Social Media 98

Social Media Analysis Trends Brands 98

Alida

JANUARY 22, 2018

Home fitness startup Pelaton epitomizes how excellent CX drives consumers to buy into a new device. The company found a niche and used customer insight to inform its decisions. Insight showed that the Pelaton bike is a bargain compared to high-end gyms and fitness studios. Done right, it creates a cult following.

Brands 100

Brands Customer Insights Connections Consumers 100

Oracle

MAY 28, 2021

Episode 11 discussed a threat facing all digital marketers – ad fraud, featuring insights from Mike Zaneis, CEO of the Trustworthy Accountability Group and Sam Mansoor, Principal Product Manager at Oracle. Mike explained TAG’s efforts to fight criminal activity in the digital advertising supply chain.

Advertising 52

Advertising Financial Policies Industry 52

TechSee

JULY 31, 2019

This is generally carried out by humans, a time-consuming, expensive and often inaccurate process. Computer Vision can be a force multiplier in retail, providing valuable insights into customer behavior and aiding both upselling and cross selling. Remote Visual Assistance & Self-Service.

Self Service 149

Self Service Automotive Healthcare Retail 149

SurveySensum

MARCH 20, 2024

From launching industry-specific surveys to real-time text analysis to a closed-loop ticketing system, the tool packs a strong punch when it comes to extracting actionable insights, taking action in time, and boosting the overall customer experience while driving the CX-driven ROI. The tool has taken CXM a step beyond.

Customer Experience Management 52

Customer Experience Management Software Company Customer Experience 52

Alida

NOVEMBER 1, 2018

You can slice and dice the data and look for insights in between the data points to put together a story. Auto-tagging helps you quickly identify with 70% accuracy the topics of interest – the themes. You’re getting at the higher quality qualitative data in an automated, scalable way, so you can get better insights faster and at scale.

Feedback 147

Feedback Exercises Analysis Effort Score 147

Strativity

SEPTEMBER 6, 2022

TikTok has shared the second installment of its ‘’ Path-to-Purchase’ Report , which takes a deeper dive into how TikTok clips drive consumer action, and the key elements that improve marketing performance in the app. On other platforms, hashtags seem to be losing their shine, but TikTok users are still discovering content via tags in the app.

Report 52

Report Brand Values Brands Trends 52

AWS Machine Learning

OCTOBER 6, 2022

Synamedia is a leading video technology provider addressing the needs for premium video service providers and direct-to-consumer (D2C) with a comprehensive solution portfolio. As both supply of video content and demand for greater video insights continue to grow, effective video search capabilities are becoming more important.

Video 65

Video Innovation Analysis Advertising 65