Interaction Metrics

MARCH 13, 2025

Sentiment analysis data alone doesn’t improve the customer experience. It only reveals how they feel about your brand, product, or service. To get the most out of your data, you must dig deeper so you can connect customer emotions to specific experiences.

Customer Experience 62

Customer Experience Feedback Metrics Customer emotions 62

TechSee

AUGUST 26, 2020

When employees are not fully engaged or do not feel empowered, their lack of motivation can negatively influence CX. Therefore, organizations should apply multiexperience thinking to enhance their employees’ engagement and productivity. Improve self-service offerings.

Self service 124

Self service Customer effort Multichannel Metrics 124

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

COPC

APRIL 1, 2024

By improving self-service channels, AI facilitates a more efficient and user-friendly customer service experience. The Expanding Reach of AI in Customer Engagement As AI tools become more practical for commercial applications, we’re seeing a surge in their adoption.

Customer Experience 88

Customer Experience Gamification Benchmark Chatbots 88

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. Analyzing interactions after they occur helps companies understand customer sentiment and the root cause of issues.

Contact Center 52

Contact Center Customer emotions Morale Quality management 52

Enghouse Interactive

APRIL 30, 2021

Backing this up, a poll on the webinar found that over half (53%) of those attendees measured customer emotion in some way – with the majority (43%) doing so indirectly. Attendees agreed, with 58% seeing such solutions as having the biggest impact on employee engagement, way ahead of omnichannel (12%) and video (10%).

Customer emotions 57

Customer emotions Analytics Employee engagement Chatbots 57

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