Customer comments are the lifeblood of any CX program, giving you the “why” behind customers’ NPS, CES, and CSAT scores. But until recently, it’s been nearly impossible to make sense of feedback from hundreds of customers at a time. Using artificial intelligence (AI) to automate text analysis gives you the consistent and fast insights you […]
Sentiment & Text Analytics
CX Tipping Point: 7 Signs You Need Text & Sentiment Analytics
The potential for machine learning to elevate the customer experience has everyone buzzing. AI-powered text and sentiment analysis can be an incredible solution for specific problems that CX pros face. But how do you know when the time is right to move to the next level of CX? Are there new tools you can purchase […]
CX Paradox: Valuable text analytics models don’t need to be 100% accurate
The last few years have seen an explosion in companies adopting artificial intelligence (AI) and machine learning (ML) solutions into their business pipeline. Huge advancements in applications of this technology in the customer experience sector are giving CX teams an edge when it comes to improving customer experience. Natural language processing (NLP) has made it possible […]
Alert HR Staff to Trends in Employee Feedback using Wootric
Are you using pulse surveys to monitor employee engagement? What are reviews from candidates and former employees on Glassdoor telling your potential hires? When you use machine learning to auto-categorized feedback from these internal and external sources, you can better understand the drivers of employee experience metrics. Watchlist reports in Wootric CXInsight™ can alerted to […]
G2 Crowd Grid for Enterprise Feedback Management (Winter 2019)
We’re delighted to share that Wootric has once again been recognized as a “High Performer” in the G2 Crowd Grid Report for Enterprise Feedback Management. “In a few short years, the Wootric platform has evolved from an NPS survey tool to an AI-powered, enterprise-ready Voice of Customer solution. The fact that we have garnered stellar […]
Top 5 Blog Articles for CX Practitioners in 2018
Here at Wootric we pride ourselves on providing information about trends and best practices that can help our CX champions shine. Well, four more seasons have come and gone! These are the articles that resonated the most with our readers in 2018. If you missed any, here is your chance to get caught up and […]
How to Alert Stakeholders to Customer Feedback Trends using Watchlist Reports
Banks alert you about suspicious activity on your account and let you set alerts for when your accounts fall below a certain amount. You can get similar, automated alerts when it comes to Voice of the Customer data. As a CX practitioner, you probably log in to your customer feedback management platform periodically to make […]
How Sentiment Analysis Improves Employee Engagement in Healthcare
Employers know that hiring individuals who are a good fit is important to the company’s ultimate success, but not everyone recognizes that hiring is just the beginning. In the healthcare industry in particular, where burnout rates have been increasing at alarming rates, monitoring employee sentiment and getting feedback to improve their engagement is crucial to […]
How to Tackle the #1 Problem Product Teams Face: Customer Feedback
What’s your biggest problem as a Product Dev professional? Too many demands and not enough time? Limited resources? Oddly enough, none of those topped the list for Hiten Shah’s crowd. Hiten Shah (of KISSmetrics, Crazy Egg, and Quick Sprout fame) recently wrote in his newsletter that “the problems people have on Product teams fall […]
Four Technologies Reshaping the Customer Experience
This article was contributed by Ryan Gould, VP of Strategy and Marketing at Elevation Marketing. How we live and communicate are evolving at lightning speed thanks to one thing: Technology. Consider the realities: as recently as even 2007 the modern smartphone didn’t exist, AI was still a science fiction notion, and the idea of self-driving cars […]
