Top 16 Customer Experience (CX) Stats to Know for 2020
According to Google Trends, the search term ‘Customer Experience’ reached its peak popularity in October 2019. Notice the ever-increasing interest in this term over time, a trajectory like...
Read More
Tags: Customer Effort
Customer Emotion
Customer Experience
Digital Customer Service
Why Retailers Need to Focus on Omni-Channel Analysis
Your customers carry around the most sophisticated omni-channel device in history in their pockets, and they don’t just use it to play Candy Crush. They use it to search for your retail bu...
Read More
Tags: Clarabridge Analytics
Customer Journey
Digital Customer Service
Live Chat: A Worthy Addition to Your Digital Customer Service Strategy
If you’re concerned with customer experience, then you’re probably concerned with supporting your customers across the channels convenient to them. And if you want to provide top-notch cus...
Read More
Tags: Clarabridge Engage
Digital Customer Service
Operational vs. Analytical CX – What’s the Difference?
Over the past several months, as I’ve talked with customers, prospects, and partners, I often probe to understand what they mean when they describe their customer experience (CX) programs ...
Read More
Tags: Clarabridge Analytics
Conversational Analytics: The Answer to Why Surveys Are Not Enough
Your customer informs the company that she wants to cancel her service. She’s been a loyal customer for 5 years, always paid her bills on time, but now she’s gone. Seemingly the company ha...
Read More
Tags: Clarabridge Analytics
Customer Experience
Voice of the Customer
Clarabridge Recognized for Industry Leading Customer Experience Innovation
Following our eleventh annual C3 North America Conference last month, Clarabridge has been recognized by a host of prominent organizations for its ground-breaking technology and impact on ...
Read More
Tags: CEM Programs
CEM Solutions
customer experience
Debunking Natural Language Processing: Sarcasm
When I tell people that I work on text analytics products, their first question is often “But, how do you handle sarcasm?” My typical response—“About as well as a human, which is to say no...
Read More
Tags: Clarabridge Analytics
Text Analytics
In the Know: Laura Roscam Answers 5 Questions on the Future of Digital Customer Care
We asked Laura Roscam, Solutions Engineer for Clarabridge Engage, all about the social customer service industry.
Here’s her take:
1. What do you believe are the key ingredients for a br...
Read More
Tags: Clarabridge Engage
Customer Experience
Customer Journey
Digital Customer Service
Debunking Natural Language Processing: Detecting Spam
For this week’s topic of spam, I want to remind you of this Monty Python sketch from 1970. It starts with customers trying to order a breakfast in a diner. The waitress details what’s on t...
Read More
Tags: Clarabridge Analytics
Text Analytics
