In today’s competitive business landscape, providing exceptional customer experiences has become crucial for long-term success. To achieve this goal, many companies rely on metrics like Net Promoter Score (NPS) or Customer Satisfaction (CSAT) to measure customer experience. However, these score-based metrics don’t always tell the whole story. That’s where text analytics comes in. By analyzing customer feedback using natural language processing techniques, businesses can gain deeper insights into their customers’ needs, pain points, and behaviors. In this e-book, we will explore the value and use cases of text analytics in enhancing customer experience management, and how AI-based CX management systems can help businesses stay ahead of the curve.
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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.