NPS vs. CSAT vs. CES: Which Customer Feedback Metric Should You Use?
December 3, 2024
The Ultimate Guide to Collecting Customer Feedback: What, When, and How to Do It Right
Customer experience (CX) is no longer just about delivering a product or service—it’s about creating moments that customers remember, talk about, and return for. But here’s the catch: doing this at scale can feel like running a marathon while juggling.
Enter artificial intelligence (AI).
AI is not just a buzzword; it’s a powerhouse of tools and solutions that can help CX professionals simplify processes, improve personalization, and deliver faster, smarter customer experiences. Read
Customers want to feel seen, heard, and valued. AI takes personalization to the next level by analyzing customer data to predict preferences and needs in real time.
How It Works:
Why It Matters:
According to McKinsey, 71% of consumers expect personalized interactions, and 76% feel frustrated when this doesn’t happen. Hyper-personalization isn’t just nice-to-have—it’s essential.
CX Pro Tip:
Use AI-powered recommendation engines like those offered by e-commerce platforms or CRM tools to create a Netflix-level personalized experience for your customers.
Chatbots have come a long way from their clunky, FAQ-only days. Today’s AI-powered bots are conversational, intuitive, and capable of solving complex queries.
How It Works:
Why It Matters:
Gartner predicts that by 2025, 80% of customer service interactions will be handled by AI. That’s not just a cost-saving stat—it’s about meeting customer expectations for instant, round-the-clock support.
CX Pro Tip:
Integrate AI chatbots into your website, mobile app, and social media platforms. Pair them with live agents for seamless handoffs when issues require a human touch.
Customer feedback is more than words—it’s emotion. Sentiment analysis uses AI to decode the feelings behind the text, whether it’s a review, survey response, or social media post.
How It Works:
Why It Matters:
A Forrester report found that 88% of customers are influenced by online reviews when making purchase decisions. Knowing how your customers feel about your brand in real time is invaluable.
CX Pro Tip:
Use sentiment analysis tools to monitor social media, emails, and surveys. Prioritize addressing negative feedback to show customers you care.
What if you could predict what your customers want before they even ask? That’s the magic of predictive analytics.
How It Works:
Why It Matters:
Proactive businesses retain more customers. A study by Bain & Company shows that increasing retention rates by just 5% can boost profits by up to 95%.
CX Pro Tip:
Use predictive analytics to create retention campaigns for at-risk customers or upsell opportunities based on past buying patterns.
Customers don’t want to wait weeks to hear back from you—or worse, feel ignored. In 2025, businesses that thrive will be those that listen and act in real-time.
Research by Qualtrics shows that companies that act on feedback in real-time improve customer satisfaction by 35%.
Every customer call, chat, or email contains valuable data. AI-powered speech and text analytics unlock these insights to improve CX and operational efficiency.
How It Works:
Why It Matters:
Harvard Business Review found that customers who feel heard are twice as likely to remain loyal. Voice and text analytics ensure you’re not missing any critical signals.
CX Pro Tip:
Integrate voice and text analytics tools into your CRM to centralize insights. Use these insights to refine your training, product offerings, and support strategies.
Not all AI tools are created equal. Here’s what to consider when selecting your next AI solution:
AI isn’t here to replace CX professionals—it’s here to empower them. By automating repetitive tasks, analyzing data at scale, and uncovering actionable insights, AI frees you up to focus on what matters most: building authentic, meaningful connections with your customers.
The takeaway? AI is the sidekick you didn’t know you needed, and these five applications are your first step to leveling up your CX strategy.
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