Beyond Philosophy

APRIL 20, 2016

In this series, professionals describe what numbers govern their happiness. Some businesses look at the bottom line with customers. Companies that are and will be most successful going forward will optimize something besides margins and profits: The Net Emotional Value. Write your own #MyMetric post here. What is the NEV?

Customer emotions 282

Customer emotions Metrics Consulting Consulting 282

Beyond Philosophy

APRIL 20, 2016

In this series, professionals describe what numbers govern their happiness. Some businesses look at the bottom line with customers. Companies that are and will be most successful going forward will optimize something besides margins and profits: The Net Emotional Value. Write your own #MyMetric post here. What is the NEV?

Customer emotions 150

Customer emotions Metrics Consulting Consulting 150

3CLogic

JANUARY 24, 2024

It can further assist supervisors with AI Coaching and sentiment analysis to generate intelligent insights and reporting at scale, ultimately creating high-performing agents and improving the customer experience (CX). AI in customer service does have its limitations.

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

Lumoa

OCTOBER 31, 2018

Successful organizations will drive deep, orchestrated transformation rather than just fixing customer issues or tracing scores. It will require experience professionals to help drive more collaboration and alignment of operations, measures, metrics, processes, governance, workflow – true and real strategic organizational transformation.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

Vonage

MARCH 27, 2018

So, instead of just simply changing the address, the agent might also offer to overnight ship a checkbook with the updated address to the customer. Interaction analytics – simply listening to customer conversations – can help sales and service teams uncover the drivers and effects of customer emotions.

Banking 91

Banking Coaching Government Analytics 91

Balto

SEPTEMBER 12, 2023

It collects and analyzes big data across different customer touchpoints, translates the text and speech into machine-readable language, and carries out sentiment analysis that helps understand customer emotions and intent. Employee experience can have a huge impact on the customer experience.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52