AI & NLP
![Calculating the ROI of CX: Complete Guide 2023 [Includes spreadsheets]](/insights/content/images/size/w1378/2023/07/Calculating-the-ROI-on-CX-Blog-header-1920x1080.png)
A complete and comprehensive guide to help you calculate the ROI of CX and prove the value of CX & NPS to executive teams. A customer experience ROI guide.
A starting guide for coding qualitative data manually and automatically. Learn to build a coding frame and find significant themes in your data!
With AI-driven thematic analysis software, you can generate actionable insights effortlessly. Here’s what you need to know about this method of data analysis tool.
Vodafone New Zealand has measured Touchpoint Net Promoter Score (TNPS) for many years. Three years ago, Vodafone Group migrated to an established Voice-of-the-Customer platform and Vodafone New Zealand was a key pilot market. In 2018 the company set an ambitious goal to significantly increase Touchpoint NPS across all customer-facing teams.
Many companies collect vast amounts of raw customer data, but don’t know how best to use it! Here's how to turn your feedback into actionable insights.
Are you wondering whether to invest in the Net Promoter Score (NPS) to improve your customer experience? The debate is rife amongst NPS evangelists and those who are more doubtful, so here I share some examples of companies who have invested in NPS and made real improvements. (In this post,
![How to leverage AI to improve your Customer Experience [video]](/insights/content/images/size/w1378/wordpress/2018/05/abstract-binary-data-fresh-hd-wallpaper.jpg)
If you missed our popular webinar on how AI can improve customer experience, catch the recording here! In this webinar recording, you’ll get an insight from industry experts on how AI can be applied to the customer experience. Quick Tip: Check out the Agenda with time references below. You’
Customers want quick, seamless solutions to their problems. Some are used to the traditional way of phone support therefore a hard time accepting a chatbot with the notion that it is a robotic interaction, lacking the human touch. However, more and more customers are open to new technology, especially if
Continuing our blog series on artificial intelligence AI (see earlier blog posts), we share some examples of everyday AI applications and commonly used AI analytics. If you look hard enough, you’ll find plenty of everyday examples of how businesses have used AI to make your (and their) life easier,
What makes a cartoon caption funny? As one algorithm found: a simple readable sentence, a negation, and a pronoun—but not “he” or “she.” The algorithm went on to pick the funniest captions for thousands of the New Yorker’s cartoons, and in most cases, it matched the intuition of
Often, AI is portrayed in the media as this ever-growing frenzy that will ultimately lead to robots stealing our jobs. And, how we should fear computers that are more intelligent than we are. Really? But as 2018 comes to a close, it’s clear some businesses aren’t paying attention
Following on from a previous blog post, a great example of prescriptive analytics, shared by Bain, is the one of DiDi. DiDi is a major Chinese ride-sharing company providing transportation services for more than 450 million users across over 400 cities in China (i.e. many times bigger than Uber,