There are a variety of data sources and technologies within the Customer Insights & Feedback CX category that can be leveraged. This product/partnership update touches upon many, including data sources such as social media, text analysis, surveying, reviews, and video, as well as technologies like machine learning, text analysis, natural language processing and sentiment analysis.
Khoros and Talkwalker Partner to Provide Social Media Management, Intelligence and Deep Listening
Digital-first customer engagement software and service provider Khoros and Talkwalker, a consumer intelligence and deep listening company, have partnered to provide brands with the tools for social media management, intelligence, and deep listening experience.
Talkwalker clients can now leverage a social media management solution that has tools to act on insights at scale as well as the capability to engage with customers where they are. Current Khoros customers will now have access to in-depth insights through deep listening.
“We’re proud to partner with Talkwalker to help brands stay one step ahead in competitive markets and a rapidly changing digital landscape,” says Chris Tranquill, CEO at Khoros. “Deep listening insights are key to tracking competitor activity and audience shifts, informing campaigns, and providing brand reputation management. Adding this to our digital engagement platform with publishing, content management, and moderation capabilities creates a powerful social marketing solution, and we’re excited to build upon our partnership.”
From a CX perspective, the deep listening and intelligence capabilities brought by Talkwalker can help to:
- Analyze customer data, combine it in one place and identify friction, feeling and risk
- Uncover themes using machine learning and NLP
- Turn feedback into rapid marketing, product, and ecommerce action
- Allow easier access to data and create a single source of truth on customers
With unified workflows the partnership will also be able to create more thoughtful engagement, with the ability to monitor and respond to customers all in one place, delivering relevant content and creating authentic real-time conversations.
”Having the best of both social listening and customer engagement technologies together means that brands have unprecedented capabilities to understand customers more than any other solution on the market,” says Lokdeep Singh, CEO at Talkwalker.“
Khoros announced a partnership with employee advocacy company EveryoneSocial in July.
Medallia Introduces Frontline Engagement and Quality Management App on Salesforce AppExchange
In an announcement that spans employee experience (EX) and CX, Medallia shared that its frontline engagement and quality management app is now available on the Salesforce AppExchange. This move makes it easier for companies to receive agent-level customer feedback right within Salesforce, enabling power service recovery, agent coaching, and fast resolution of customer issues.
This app was created specifically for teams handling support interactions in Service Cloud, and is powered by Medallia Agent Connect, which can send personalized surveys with high response rates. The survey is available in Service Cloud and can then be aligned with customer or account profiles, giving agents insights to help with issue resolution. Sales and support leadership can also see performance metrics like NPS, CES, and agent-level CSAT.
“Contact center teams are on the front line of solving customer issues and creating improved experiences,” says Farooq Javed, SVP, Strategic Platform Partnerships, Medallia. “Having real-time, clear, and useful customer insights right in their system of work is empowering for agents and a critical tool to help them make customers feel known and valued.”
Medallia has been broadening its call center support, recently closing its acquisition of Mindful, a provider of contact center callback technology.
Netigate Launches Text Analysis
Netigate, a European provider of experience management for both customers and employees, has launched a text analysis capability for its survey platform. The feature leverages machine learning (ML), making it possible for customers to create insights from text responses with no manual effort.
Sentiment analysis, pattern identification, and keyword grouping are all possible with this technology, allowing customers to tease out the feelings behind text responses.
Henrik Ceder, Chief Product Officer at Netigate says, “Text analysis is transformative for Netigate and our customers. From a company perspective, it shows our commitment to providing users with continual platform upgrades and developments. For customers, it’s going to change the way they work with text data, providing them with a scalable solution that allows them to take wiser decisions and be more data driven.”
Netigate recently received a strategic investment from GRO Capital to support growth and expansion plans.
Paytronix and Yumpingo Partner to Provide Restaurants Customer Satisfaction Data at Scale
Digital guest experience platform provider Paytronix, and Yumpingo, an experience management platform, announced an integration partnership that will allow users of Paytronix Order & Deliver to have Yumpingo’s one-minute review deployed to guests.
“The Paytronix platform is renowned for delivering relevant, personal experiences, at scale, that help brands create amazing frictionless experiences,” says Andrew Robbins, co-founder and CEO, Paytronix Systems, Inc. “Now, with the Yumpingo integration, Paytronix is enabling our clients to gather even more granular, real-time data and uncover actionable insights that can be used both to optimize the guest experience and to fine-tune overall operations.
Yumpingo uses omnichannel methods to collect customer satisfaction data and in turn, brands can track menu and service execution down to the dish, shift, location, region, and brand levels to make improvements.
Qualtrics Launches Video Feedback
Qualtrics has announced Video Feedback, a way for companies to collect qualitative feedback on the Qualtrics XM platform. Qualtrics’ technology will use ML to capture and analyze what was said as well as non-verbal signals like tone of voice and body language. Translation and transcription happen automatically, and themes can quickly be unearthed via the text analytics, allowing for fast insights, alerts, and action.
“Now more than ever, companies need to make decisions with empathy, speed and scale,” says Michel Feaster, Qualtrics’ Chief Product Officer of Research. “With Video Feedback, Qualtrics is defining the next era of research and empowering organizations to understand what really matters to the next generation of consumers and design the products, services and experiences they want now and next.”
The Video Feedback capability is already being used by almost 50 organizations via an early access program. It will be generally available at the end of October.
Related Article: Taking a Humanized Approach to Customer Feedback Leads to a More Engaging Experience and Richer Insights
Author Information
As a detail-oriented researcher, Sherril is expert at discovering, gathering and compiling industry and market data to create clear, actionable market and competitive intelligence. With deep experience in market analysis and segmentation she is a consummate collaborator with strong communication skills adept at supporting and forming relationships with cross-functional teams in all levels of organizations.
Sherril holds a Master of Business Administration in Marketing from University of Colorado, Boulder and a Bachelor of Arts in Psychology from Rutgers University.
