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Inspiration & Insights Guiding Better Customer Experience

Clarabridge Recognized for Industry Leading Customer Experience Innovation
Operational vs. Analytical CX – What’s the Difference?
3 Ways to Improve the Effectiveness of Your Digital Customer Service
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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...

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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...

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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...

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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 ...

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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...

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Tags:
Clarabridge Analytics
Customer Experience
Voice of the Customer

Community

May 28, 2019

Clarabridge Recognized for Industry Leading Customer Experience Innovation

By: Fabrice Martin

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 ...

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Tags:
CEM Programs
CEM Solutions
customer experience

Analytics

March 11, 2019

Debunking Natural Language Processing: Sarcasm

By: Ellen Loeshelle

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...

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Tags:
Clarabridge Analytics
Text Analytics

Customer Service

March 4, 2019

In the Know: Laura Roscam Answers 5 Questions on the Future of Digital Customer Care

By: The Clarabridge Team

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...

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Tags:
Clarabridge Engage
Customer Experience
Customer Journey
Digital Customer Service

Customer Experience

February 26, 2019

Debunking Natural Language Processing: Detecting Spam

By: Ellen Loeshelle

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...

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Tags:
Clarabridge Analytics
Text Analytics