Social Pulse: A Craving for Understanding
“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, ...
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Tags: Clarabridge Analytics
Clarabridge Engage
Customer Emotion
Customer Experience
Digital Customer Service
Social Pulse: The Way We See COVID-19 Relate to CX & the Globe
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...
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Tags: Clarabridge Analytics
Clarabridge Engage
Customer Experience
Social Pulse: How is the World Reacting to the COVID-19 Pandemic?
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...
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Tags: Clarabridge Analytics
Customer Emotion
Digital Customer Service
Voice of the Customer
These Bots Were Made For Talking
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” ...
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Tags: Clarabridge Engage
customer experience
Digital Customer Service
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...
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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...
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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...
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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 ...
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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...
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Tags: Clarabridge Analytics
Customer Experience
Voice of the Customer
