CCNG
DECEMBER 20, 2023
For example, a March 2023 survey by IPSOS on artificial intelligence found that despite the growing acceptance of AI, most people still prefer to talk with a human customer service agent (88%). Think HAL, the sentient computer from "2001: A Space Odyssey.”) We don't believe that R2D2 will replace the human agent anytime soon.
PeopleMetrics
JULY 31, 2018
Enter text analytics. Let’s consider an example. For example, consider this graph, which is easily rendered based on structured responses: What’s not easy is unstructured customer feedback that often follows a structured question. Machines (Text Analytics). Let’s dig into the value that text analytics provides.
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PeopleMetrics
MAY 13, 2020
Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. Set a good example. To set a good example, communicate and do it often. Conduct a communication audit. Encourage team members to be grateful & enthusiastic about their work.
PeopleMetrics
JULY 17, 2018
In this example, VoC would reveal negative customer sentiment immediately, allowing the telecommunications company to course-correct. Relationship surveys are usually sent to every customer who’s had an experience with the company in a given period—for example, in the past six months. VoC is about continuous, real-time feedback.
PeopleMetrics
JUNE 4, 2019
For example, in the airline industry, customers with the highest CLV are frequent fliers. And, through text analytics and other real-time reporting analytical approaches, answers to key questions are immediate. TEXT ANALYTICS: N/A. More confidence means you can create better customer experiences. VOLUME: Small.
PeopleMetrics
AUGUST 31, 2018
For example, let’s say a customer is getting broadband internet services installed at her home. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. At PeopleMetrics, we use an exercise called touchpoint mapping to help our clients distinguish between CX and CS.
PeopleMetrics
DECEMBER 27, 2019
In a telecommunications company, for example, the IT department has a system that houses all the technician appointments for the day, including specific customer information such as email address and phone number. If not, look to your company's business analytics and/or business intelligence department. Legal & Procurement.
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