VocalCom

FEBRUARY 5, 2018

Customers today want to feel respected, understood, and excited when they interact with your company. According to a study of customer emotions conducted by Motista, customers who feel both satisfied and emotionally connected to a brand are 52% more valuable than those who are just highly satisfied.

Contact center software 96

Contact center software Airlines Customer centricity Customer emotions 96

Pointillist

MAY 23, 2018

Journey discovery is the best approach to reveal the numerous paths your customers actually take, as they engage with your company across channels and over time. Customer journey maps are typically created to visualize a specific experience for a particular segment or persona. Journey Orchestration.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90

Pointillist

OCTOBER 22, 2018

Sentiment and intent can be particularly useful for a number of use cases, such as determining why customers churn. Airline X never responded to my complaint. Today, the utilization of speech data is largely confined to recording call center transcripts. For instance, did the customer raise his voice? Emotion AI.

Customer Experience 40

Customer Experience Analytics Metrics Multichannel 40