Clarabridge Blog

Inspiration & Insights Guiding Better Customer Experience

COVID-19 Command Center Webinar Series
Clarabridge Recognized for Industry Leading Customer Experience Innovation
Social Media Crisis Management Planning
Filter

Customer Experience

April 2, 2020

Social Pulse: A Craving for Understanding

By: Nicole Martin, MPH

“Social distancing” and new policies require thoughtful, reactive, and direct connection to consumers amid the COVID-19 pandemic. Understanding—that feeling of being heard, of knowledge, ...

Read More
Tags:
Clarabridge Analytics
Clarabridge Engage
Customer Emotion
Customer Experience
Digital Customer Service

Customer Experience

March 25, 2020

Social Pulse: The Way We See COVID-19 Relate to CX & the Globe

By: Nicole Martin, MPH

A report published by the World Health Organization (WHO) titled Managing Epidemics, identified three focus groups: Community Engagement, Risk Communication, and Treatment. These three are...

Read More
Tags:
Clarabridge Analytics
Clarabridge Engage
Customer Experience

Blog

March 20, 2020

Social Pulse: How is the World Reacting to the COVID-19 Pandemic?

By: Nicole Martin, MPH

As the COVID-19 pandemic dominates all conversation, our desire to understand how people interact in times of crisis, led us, Clarabridge, to seek more information. How are people actually...

Read More
Tags:
Clarabridge Analytics
Customer Emotion
Digital Customer Service
Voice of the Customer

Blog

January 14, 2020

These Bots Were Made For Talking

By: Dimitri Callens

When evaluating solutions that will allow you to add chatbots as a support channel, you will most likely encounter the following two challenges: Vague descriptions of “Conversational AI” ...

Read More
Tags:
Clarabridge Engage
customer experience
Digital Customer Service

Customer Experience

November 20, 2019

Top 16 Customer Experience (CX) Stats to Know for 2020

By: Clarabridge Team

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

Customer Experience

Blog Headline: Why Retailers Need to Focus on Omni-Channel Analysis

August 22, 2019

Why Retailers Need to Focus on Omni-Channel Analysis

By: The Clarabridge Team

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

Customer Service

August 8, 2019

Live Chat: A Worthy Addition to Your Digital Customer Service Strategy

By: The Clarabridge Team

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

Customer Experience

June 28, 2019

Operational vs. Analytical CX – What’s the Difference?

By: Sid Banerjee

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

Customer Experience

June 5, 2019

Conversational Analytics: The Answer to Why Surveys Are Not Enough

By: Sid Banerjee

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