Interaction Metrics

MARCH 13, 2025

Sentiment analysis reveals the emotions your customers feelbut knowing how they feel is only useful if you know why they feel the emotion in the first place. If you want to improve customer experience, you need more than just emotional data. What Is Customer Sentiment Analysis?

Customer Experience 62

Customer Experience Feedback Metrics Customer emotions 62

Beyond Philosophy

OCTOBER 28, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

JUNE 20, 2015

More important, it involves utilizing a metric or metrics reflecting real-world decision dynamics such as word of mouth and brand favorability which, along with more actionable forms of analysis, will help them to understand, and prioritze, the drivers of bonded, positive behavior.

B2C 257

B2C B2B Metrics Entertainment 257

Beyond Philosophy

OCTOBER 24, 2014

If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Airlines 360

Airlines Marketing Enterprise Advertising 360

Calabrio

APRIL 23, 2025

Sentiment Analysis Gets Smarter: The Shift to GenAI For years, sentiment analysis in contact centers relied on a rules-based approach. But today, customer sentiment is more nuancedand so is the technology used to assess it. This AI-driven transformation means that sentiment analysis isnt static or limited by pre-set rules.

Contact Center 52

Contact Center Coaching Schedule adherence Agent burnout 52

Beyond Philosophy

JUNE 11, 2015

just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Gamification 265

Gamification Big data Personalization Feedback 265

Beyond Philosophy

JUNE 2, 2015

For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. Michael Lowenstein, Ph.D.,

Customer centricity 244

Customer centricity Construction Marketing Enterprise 244

Calabrio

MARCH 22, 2025

To foster a healthy, engaged culture, prioritize open communication, provide regular feedback and recognition, and offer opportunities for professional development. These tools consider factors like customer history, agent skills, real-time availability, and even sentiment analysis to ensure optimal matching.

Best practices 52

Best practices Contact Center Management Call Center 52

Lumoa

FEBRUARY 6, 2018

There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change. Jane Treadwell-Hoye, CCXP and Managing Director at epifani “The future of CX is at a cross road.

Customer Experience 121

Customer Experience Customer centricity Education Consulting 121

CSM Magazine

DECEMBER 15, 2022

Fostering a positive and empowered work culture can help improve employee morale and engagement, which can, in turn, improve the overall performance of your contact center and your customers’ experience. AI can assist both customer experience and employee experience. Understand customers’ emotional loyalty.

Contact Center 52

Contact Center Customer emotions Morale Quality management 52

Lumoa

FEBRUARY 9, 2023

According to Temkin Experience Ratings (2017), there are four key competencies businesses must sustain to achieve long-lasting customer experience success. Employee Engagement: Employees are aligned with the goals of the organization. Compelling Brand Values: Brand promises drive how the organization treats customers.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

COPC

APRIL 1, 2024

Deeper Customer Insights: Understanding Beyond Words Interaction analytics, driven by AI, provide a deeper and more nuanced understanding of customer communications. Speech-to-text conversion tools are now part of a broader suite that includes sentiment analysis and contextual awareness.

Customer Experience 88

Customer Experience Gamification Benchmark Chatbots 88

Balto

JANUARY 14, 2025

Sentiment Analysis: Analyzes customer emotions to improve engagement. Contact center analytics is a crucial tool that helps businesses track and analyze performance metrics, ultimately aiming to enhance operational efficiency and customer satisfaction. angry, confused).

Call Center 52

Call Center Analytics Average Handle Time Big data 52

ProProfs Blog

DECEMBER 17, 2021

On top of that, Qualaroo’s Sentiment Analysis enables businesses to automatically identify the sentiments, keywords, and emotional scores of the customer feedback. With advanced reporting, you take deep dives into the data for perfect analysis of user feedback. Customer Retargeting. Branching logic. Apptentive.

Feedback 78

Feedback Surveys APIs Customer centricity 78

ROI CX Solutions

DECEMBER 6, 2024

Improved customer and agent experience: AI tools provide a variety of self-service options to customers, as well as providing improved efficiency, real-time coaching, and other contextualizing information to agents. In most cases, customers find that chatbots can effectively solve many of their simpler concerns.

Contact Center 52

Contact Center call center solutions Call Center Chatbots 52

Pointillist

OCTOBER 22, 2018

Sentiment and intent can be particularly useful for a number of use cases, such as determining why customers churn. Recent developments in the field of deep learning hold promise when it comes to the more difficult aspects of sentiment analysis, such as detecting sarcasm. Emotion AI. “By I love being ignored.”.

Customer Experience 40

Customer Experience Analytics Metrics Multichannel 40

Lumoa

OCTOBER 31, 2018

There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change. Jane Treadwell-Hoye, CCXP and Managing Director at epifani “The future of CX is at a cross road.

Customer Experience 60

Customer Experience Customer centricity Education Consulting 60

Beyond Philosophy

OCTOBER 29, 2014

After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” I won’t go into deep macro-economical, sociological, PESTAL analysis, etc. Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351