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 […]
Sentiment & Text Analytics
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. Understanding […]
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 […]
The CX Tipping Point: When is Buying Text & Sentiment Analytics Worth it?
The potential for machine learning to elevate the customer experience has everyone buzzing. But AI-powered text and sentiment analysis may not be worth it for everyone. It is certainly not a cure-all for your CX woes, but it is an incredible solution for specific problems that CX pros may face. Enhancing a mature CX program […]
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 […]
Designing User Interface (UI) for AI-powered Customer Feedback Insights
Wootric has always been a customer feedback platform that values each user’s feedback and over time we’ve gathered millions of survey responses. So what happens if, as a company, you receive more feedback than any person or group can read and understand? You use AI-powered Wootric CXInsight™! Seriously 🤖! We’ve entered into a new world […]
VIDEO: 3 Ways Machine Learning Will Transform Your VoC Strategy
Jessica Pfeifer, co-founder and Chief Customer Officer at Wootric, spoke at Totango’s Customer Success Summit on March 6, 2018 about how the Customer Experience landscape is evolving and how companies need to adapt to the rapid changes with the help of machine learning. Her talk covers the ways customers are changing, how companies can […]
Automatically Analyze Qualitative Customer Feedback with Auto-tagging
Customer experience professionals live in a world overflowing with data. Sitting on that wealth of information is frustrating when you know it has incredible potential. If you are tracking CX metrics, like NPS or CSAT, the numbers help you quantify customer loyalty and satisfaction. But it’s the customer comments that come with those surveys, all […]
Blended AI will Improve Customer Experience (CX), But Keep It Human
“We believe that in 2018, the use of blended AI will help improve sales outcomes and reduce customer servicing costs. But, there are implications.” – Forrester When it comes to delivering prompt, effective service to customers, human customer support agents have their limitations. For example, for all but the biggest multinational companies, customer service isn’t […]
Adopting AI to Improve CX? 5 Prerequisites for Success
AI-driven applications are hot and getting hotter. Forrester’s 2018 survey respondents who said they are investing in AI increased from 40% in 2016 to 51% in 2017. The McKinsey Global Institute estimates that in comparison with the Industrial Revolution, AI’s disruption of society and business is happening at 300 times the scale and ten times […]
