ShepHyken

JANUARY 12, 2025

Marketing expert Erik Huberman shares his knowledge in this article and shows that more than just personalizing the experience at the moment (from data that AI uses based on past purchases and habits), you can now use AI to predict what customers want and need. With predictive analytics, you dont react to the customers past behavior.

Customer Service 183

Customer Service Customer retention Personalization Sales 183

PeopleMetrics

MARCH 6, 2025

While you might see more completed surveys, the responses may not provide enough detailed data to clearly show your stakeholders how they're performing across specific areas. Stakeholders wont be satisfied and will challenge your findings, demanding more detailed data. But there's no free lunchand heres the catch.

Surveys 117

Surveys B2C B2B Banking 117

PeopleMetrics

JANUARY 29, 2025

While VoC focuses on real-time, operational feedback from all customers, market research traditionally delivers strategic insights based on a sample of customers. Example: A telecom provider integrates feedback from a post call, customer support survey (VoC) and a brand perception survey (market research).

Marketing 116

Marketing Airlines Surveys Feedback 116

ShepHyken

NOVEMBER 6, 2023

Top Takeaways: Customer feedback is crucial for businesses of all industries. By actively seeking and analyzing feedback, businesses can identify areas of improvement, make informed decisions, and ultimately enhance their overall customer experience. The value of customer feedback lies not just in data collection but in taking action.

Feedback 346

Feedback Healthcare Analytics Customer Service 346

Vistio

OCTOBER 15, 2024

As the workplace becomes more data-driven, advanced analytics is emerging as a key tool in understanding and improving agent retention. In this blog post, we’ll explore how companies can leverage analytics to not only reduce agent attrition but also foster a more engaged, successful workforce. This is where data comes in.

Analytics 52

Analytics Coaching Morale Metrics 52

ShepHyken

SEPTEMBER 7, 2023

Regularly update training materials based on customer feedback. Customer health monitoring Train your team on the tools and analytics platforms you use to monitor customer health. Provide guidelines on interpreting data and taking proactive measures before minor issues become churn risks.

B2C 346

B2C Customer centricity Feedback Upselling 346

Global Response

FEBRUARY 17, 2025

Key takeaways VoC Data Utilization: Voice of the Customer (VoC) data captures valuable customer feedback across various channels, offering deeper insights into pain points and service gaps to enhance customer support strategies. What is Voice of the Customer (VoC) data?

Call Center 62

Call Center outsourcing First call resolution Best practices 62

Calabrio

MARCH 5, 2025

Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. Dig into this guide on CX analytics and learn how you too can unearth game-changing CX insights.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

AWS Machine Learning

OCTOBER 29, 2024

Recently, we’ve been witnessing the rapid development and evolution of generative AI applications, with observability and evaluation emerging as critical aspects for developers, data scientists, and stakeholders. This feature allows you to separate data into logical partitions, making it easier to analyze and process data later.

Best practices 110

Best practices Feedback Metrics APIs 110

AWS Machine Learning

MARCH 27, 2025

In this post, we explore how you can use Amazon Bedrock to generate high-quality categorical ground truth data, which is crucial for training machine learning (ML) models in a cost-sensitive environment. For the multiclass classification problem to label support case data, synthetic data generation can quickly result in overfitting.

Education 91

Education Engineering APIs Enterprise 91

TeleDirect

DECEMBER 25, 2024

Customer Relationship Management (CRM) Systems Store customer data and interaction history. Advanced Analytics Monitor call center performance metrics, such as resolution times and customer satisfaction scores. Advanced Analytics Monitor call center performance metrics, such as resolution times and customer satisfaction scores.

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

PeopleMetrics

MARCH 11, 2025

If it lacks branding, feels impersonal, or looks like it was designed in seconds, it signals that you dont care that much about their feedback. Customers expect a seamless, branded, high-quality experienceeven when providing feedback. If your response rate drops, your data quality suffers.

Surveys 100

Surveys Feedback Chatbots Enterprise 100

Calabrio

FEBRUARY 28, 2025

Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. What is voice analytics? What is voice analytics? It delves deeper into the emotional and contextual layers of speech.

Analytics 52

Analytics Contact Center contact center workforce Average Handle Time 52

AWS Machine Learning

NOVEMBER 15, 2024

Principal wanted to use existing internal FAQs, documentation, and unstructured data and build an intelligent chatbot that could provide quick access to the right information for different roles. The chatbot improved access to enterprise data and increased productivity across the organization.

Chatbots 113

Chatbots Engineering Enterprise Government 113

ShepHyken

DECEMBER 25, 2023

Never assume you know what your customer wants without looking at data. Even the most passionate organizations can misinterpret customer behavior, so always rely on data to make decisions. Embrace continuous improvement. Use data to understand customers’ digital behavior.

Multichannel 236

Multichannel Analytics Feedback Metrics 236

TMP Direct

JANUARY 5, 2025

Staying ahead of the competition requires leveraging analytics to gain deeper insights into customer behavior, preferences, and challenges. Yet, gathering data is only the first step. Analytics help track key metrics like response times, resolution rates, and wait times to ensure efficient interactions.

Analytics 52

Analytics Customer Experience Chatbots Upselling 52

PeopleMetrics

JANUARY 31, 2025

Who you servebusinesses or consumersshapes everything about how you collect, analyze, and act on customer feedback. But what has changed is how AI is transforming both B2B and B2C VoC, helping companies capture insights more efficiently, analyze feedback at scale, and prioritize the right actions faster than ever before.

B2C 98

B2C B2B Airlines Surveys 98

ShepHyken

MAY 31, 2019

You can also use analytics data to better understand your customer demographics, interests and behaviors. Services such as ReputationDesk can help brands track, monitor and react to feedback across the web and social media, allowing them to use real data to shape their customer experience strategy.

Customer Experience 304

Customer Experience Feedback Construction Personalization 304

3CLogic

DECEMBER 17, 2024

Investments in EX, including AI Coaching, real-time feedback, etc., AI Coaching empowers agents with in-the-moment feedback, encouraging and discouraging behaviors as they happen. Better training and feedback lead to more engaged and higher-performing employees, increasing overall employee satisfaction and retention.

Contact Center 98

Contact Center Self service Coaching Benchmark 98

Calabrio

FEBRUARY 24, 2025

Analytics Calabrio Featured in G2s Best Software of 2025 Awards for Top Customer Service Share We have some incredible news to share Calabrio has officially been named to G2s Best Customer Service Software Products of 2025! We couldnt have achieved this milestone without youyour trust, feedback, and support have made all the difference.

Customer Service 95

Customer Service Analytics Contact Center Coaching 95

PeopleMetrics

JANUARY 23, 2025

With AI, were no longer guessing or spending weeks analyzing data manually. AI-powered text analytics processes open-ended survey responses, social media comments, and support tickets to identify recurring themes and sentiments. Example: An e-commerce company analyzes CSAT feedback using AI. Heres how AI makes this possible: 1.

Metrics 118

Metrics Surveys SaaS Wait times 118

Lumoa

FEBRUARY 7, 2023

Analyzing the feedback that you do get can be overwhelming, especially when it’s coming from so many different sources. How do you collect VoC data? The term “Voice” is used in a metaphorical sense, as customers may not express their thoughts and feelings verbally or through traditional feedback channels.

Customer centricity 158

Customer centricity Feedback Surveys Metrics 158

TechSee

NOVEMBER 27, 2024

Foster a culture of open dialogue where customer feedback is welcomed and shared. Continuous Improvement Foster a culture of continuous improvement, where customer feedback is used to identify areas for improvement. Train employees to anticipate and meet customer needs proactively.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

ShepHyken

APRIL 30, 2021

In 2021, you can gain an edge over the competition by introducing predictive analytics to analyze the user experience and close the customer feedback loop. . You can even employ analytics to predict customer expectations and plan your conversations accordingly.

Customer Service 371

Customer Service Chatbots Analytics Upselling 371

ShepHyken

SEPTEMBER 28, 2018

Feedback and Analytics. Finally, HR technology has a significant potential to boost employee engagement through easy-to-use feedback and data analytics platforms. Making these feedback options available on mobile devices is helpful, as is keeping answers anonymous.

Employee engagement 273

Employee engagement Education Analytics Technology 273

CSM Magazine

FEBRUARY 5, 2025

While traditional feedback forms and online surveys are effective, they often miss capturing the sentiment of customers while their experience is still fresh. Thats where feedback kiosks step in. Feedback kiosks are physical devices placed within your store that allow customers to share their opinions instantly.

Feedback 52

Feedback Surveys CRM Best practices 52

C3Centricity

NOVEMBER 26, 2024

A recent study by McKinsey found that 87% of companies leveraging advanced customer analytics outperform their competitors in customer retention and engagement ( McKinsey ). Monzo doesn’t just listen to customer feedback; it actively engages users in co-creating the bank’s services.

Banking 116

Banking Feedback Customer retention Marketing 116

PeopleMetrics

JANUARY 21, 2025

Fast forward to 2025, and while AI has revolutionized how we collect and analyze customer feedback, one truth remains: NPS isnt going anywhere. As discussed in a previous blog post , AI-powered text analytics processes these responses at scale, identifying themes and sentiments that explain promoter or detractor behavior. Heres how: 1.

Metrics 118

Metrics Benchmark SaaS Analytics 118

PeopleMetrics

JANUARY 24, 2025

Root Cause Analysis Across Touchpoints As I have mentioned in recent blog posts , AI-powered text analytics dives into unstructured feedback to reveal whats driving customer sentiment. By analyzing feedback and behavior across touchpoints, AI uncovers relationships between service interactions and broader customer sentiment.

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118

Momentum Telecom

FEBRUARY 5, 2025

Thats where real-time call analytics can be a game-changer, unlocking valuable real-time insights from every call. However, this is only possible if your phone system is designed to collect this type of data. For legacy phone systems, the types of data you collect may be further limited or require a third-party integration.

Analytics 52

Analytics Abandon Call Abandon rate Call Logging 52

Beyond Philosophy

JULY 13, 2023

However, the trade-off is that it does it without making the connections about why in the data. You might also recall the three pillars of Customer Science: data, AI, and the behavioral sciences. Someone writes the code used, and then the AI collects the data using the code. It all happens beneath the surface.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

Nicereply

OCTOBER 22, 2024

What is a feedback survey? A feedback survey is a great way to get valuable information about your customers’ preferences while keeping them engaged with your brand. If you’re curious about what is feedback example or how to design an effective survey for your business, read on. What Is a Feedback Survey?

Surveys 52

Surveys Feedback Customer retention Construction 52

ShepHyken

JANUARY 15, 2021

Send out surveys for customers to fill in and offer plenty of opportunities for them to provide feedback – both good and bad. Customer retention can give a very clear indication of satisfaction, and this one is relatively simple to keep track of using the most commonly used analytics tools.

Customer Experience 350

Customer Experience Metrics Customer retention Analytics 350

ShepHyken

MAY 21, 2019

Customers may be nervous about giving you and your company data. It is crucial that they feel their data is helping you provide a better experience for them, otherwise, they will feel exploited. Repeated connections create a positive feedback loop where you are able to add personalization and eliminate friction.

Analytics 280

Analytics Feedback Technology Personalization 280