In a tech-driven and ever-changing business landscape today, the competition between companies across industries becomes more brutal and difficult by day. And now more than ever, successful leveraging and implementation of emerging technological solutions has become the solution for maintaining leadership positions and growth acceleration. AI has the ability to give companies a competitive edge in improving CX quality and customer loyalty. Thanks to its ability to learn and train based on data, AI can offer numerous insights into how to design customer journeys and create actionable improvements.
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Social Media Sentiment Analysis: Boosting Engagement Strategies
In today’s digitally connected world, social media has become a cornerstone of customer engagement, offering businesses unparalleled opportunities to connect with their audience, gather feedback, and build brand loyalty. However, amidst the vast sea of social media conversations, deciphering the sentiments and emotions expressed by customers can be a daunting task.
Introducing oCX, the New, AI-Generated CX Metric
- oCX, or “Observational Experience,” is a unique metric that assesses the quality of a company’s customer experience without relying on traditional surveys.
- This metric is powered by AI technology that analyzes individual customer opinions expressed in unsolicited text comments on social media, review sites, and other online platforms.
Food Delivery oCX Report
Spring 2024
As the growth rate of the food delivery industry slows, the competition to acquire and retain customers intensifies. To gain an edge, it’s crucial to understand and swiftly respond to customer needs. In the Spring edition of our Food Delivery Industry report, we analyzed the customer needs across 75 food delivery brands, including industry giants like Uber Eats, DoorDash, Grubhub, Domino’s, and Starbucks.