#customerexperienceassurance

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What is DEM and its Advantages?

Think of all the interactions you have on a day-to-day basis with workplace technology. You log onto the computer, sync up your device, open a browser, open your email, and then join a video call! All of these say a lot about the digital experience. But there may be times when the app might not work, or maybe you are not able to join the video call due to poor connection. From an IT perspective, the cloud application may look perfect, but the end-users may face technical glitches, which can badly affect their productivity. This is where digital experience monitoring (DEM) steps into the picture.

What is a DEM?

It is a management system that analyzes the usage and performance of data across applications, devices, and infrastructure to know how the user’s interaction with the technology impacts the overall digital experience. Since companies have shifted their services and applications to the cloud, it’s beyond the scope of IT to keep a check on all the components. People have high expectations of the system they’re using in their daily lives. And to keep up with the expectations, control and visibility over all the components become important.

This is why DEM is important for the success of your business. Besides this, every business will need a digital experience assurance tool to keep a check on the end-user experience. When considering a DEM tool, some of the important things need to be factored in. These include the total number of channels needed for monitoring, the kind of data to be tracked, and the required levels of reporting and analytics.

Reasons why DEM is critical for your company

Before DEM came into being, there were traditional ways of solving problems in the workplace. Employees would have to break their heads to find out why problems like poor connection, frozen screen, crashed app, etc., are taking place. For exactly such reasons, they either had to raise a support ticket or call the IT person to handle the situation. So, this entire way of tackling such problems was time-consuming, which also affected the productivity levels. Today, this old-school approach will never fit into the modern digital environment. And this is especially true for work environments that have embraced cloud apps and services.

For the best digital customer experience, it’s important to adopt a proactive approach that’ll continuously track the factors negatively impacting the user experience. This is where digital experience monitoring does the miracle. Through intelligent analysis and automation, the experts can quickly identify the problems even without the user’s notification regarding the same. With DEM at your disposal, it becomes easier to focus on other aspects of the business, such as service desk operations and IT asset optimization, among others.

Now that you’ve understood why DEM is crucial, let’s take a look at its top 3 benefits for providing customer experience assurance.

#1. Improves IT visibility: One of the greatest advantages of DEM is the real-time data that it collects continuously from across the digital environment. The availability of real-time information on the app’s performance, storage capacity, CPU usage, and latency, among others, can offer a better picture of what employees may face regularly and how it might affect their productivity levels. This provides room for faster improvement and aligns all the digital infrastructures for a better user experience.

#2. Productive workforce: When employees experience technical glitches regularly in the workplace, it’s understood that they’ll be unproductive. But when issues are addressed immediately, even before they turn into problems, you can be assured that the employees will enjoy a great digital experience. This will also motivate them to stay productive and happy. To ensure a peaceful working environment, businesses need to have a solid digital experience platform to get all their real-time data.

#3. More business growth: DEM is known for driving excellent business outcomes by expanding opportunities, enhancing efficiency, and offering a competitive advantage. By evaluating the user needs and understanding how digital experience can impact productivity and employee experience, businesses can go about establishing KPIs. 

Conclusion

After all this discussion, you must be thinking: why should you invest in digital experience monitoring when you can simply obtain qualitative feedback from the users about their experience? It’s true that sentimental analysis or feedback from users cannot be captured through endpoint data. But when you’re implementing IT strategies, you need to have objective data at your disposal, which is not possible just by interviewing the users. You need to understand that DEM is a growing market, and businesses have to select a suitable digital customer experience platform for the best user experience.

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James Daniel is a software Tech enthusiastic & works at Cigniti Technologies. I'm having a great understanding of today's software testing quality that yields strong results and always happy to create valuable content & share thoughts.

Article Source: medium.com

[vikram739]

Why is Customer Sentiment Analysis Important for Businesses?

When customers engage with any brand and leave a review (favorable or otherwise) on social media or any other platform, there is an associated emotion. Understanding this underlying emotion is important for business enterprises to gain insights into the customers’ psyche and their views about the brand. With sentiment analysis, businesses can capture the psyche of customers when they engage with their brands and help the latter boost customer experience and brand loyalty. For instance, tracking customer emotion or sentiment on social media or any other platform in real-time can help businesses identify and address a critical issue impacting customers. So, why is app sentiment analysis important for brands today?

According to statistics, a positive brand experience can cause customers to spend up to 140 percent more. At the same time, any negative experience with a brand can drive customers to tell 16 people on average about their experience, compared to just 9 people for happy customers about their experience (Source: Deloitte). Thus, customer sentiment analysis metrics can offer deep insights into what customers think about a brand. These insights can be leveraged by brands to offer more of the things that make customers happy and willing to engage more with the brand. Let us understand this aspect in detail.

What is customer sentiment analysis all about?

It is the process of identifying emotions automatically when customers engage with the products, services, or brand of a company and write reviews or engage in any other type of online communication. Customer app sentiment analysis is executed using Natural Language Processing (NLP) or algorithms that have the capability to detect the emotions of the customers: positive, neutral, or negative. This is done by detecting patterns in their online communication and then classifying them. Any app sentiment analysis exercise automates the tasks and helps businesses to divert teams towards resolving customer issues instead of getting bogged down with reading every type of communication. The algorithms to derive customer experience insights use two parameters to analyze and categorize customer communications:

Polarity: Identifies whether customers’ emotions are positive or negative.

Magnitude: Identifies how strongly the customers feel about the brand.

Why does customer sentiment analysis matter? What are the benefits?

In the highly competitive world of today, where the quality of products and services as well as customer experiences differentiate a brand from its competitors, it is important to know what customers feel about a brand. The benefits of undertaking customer sentiment analysis are:

Better customer service: The likelihood of customers leaving a brand after a bad experience is in the range of one in three. Since customer traffic is directly related to better performance and revenue for your brand and business, it is important to find out what makes customers happy or unhappy while engaging with your brand. Through real-time user monitoring, you can gauge the polarity and magnitude of customers’ emotions and remove the factors that contribute to negative customer experiences.

Better return on investment (ROI): User experience monitoring through tools like NLP can help you gauge customers’ sentiments towards your brand, products, and/or services. It can be used by businesses to monitor or track customers’ sentiments towards their competitors’ products or services. The insights about competitors can be used to fine-tune the products’ quality, release, and the mechanism for customer query resolution. This way, digital experience monitoring can help businesses derive better results (ROI) from their marketing campaigns.  

Better quality products and services: The quality of your products or services acts as the differentiator and drives customers to either adopt or reject them. With sentiment analysis using a CX assurance platform, you can predict and learn about industry trends, derive insights into new markets and customer choices, and know things that did not fare well with your product releases. The insights can help you upgrade your existing products and innovate to create a new set of products when venturing into a new market.

Better management of brand reputation: Customers can give feedback on your products or services on a number of online platforms, including social media. Therefore, any negative feedback can escalate and impact the reputation of your brand adversely. Using customer experience assurance tools, you can monitor customer sentiments across online platforms about your brand, especially on forums, social media, and your website, among others. This will allow you to deliver positive customer experience assurance and stop the escalation of any negative PR.

Conclusion  

Customer sentiment analysis allows you to analyze the issues with your products or services at a granular level and helps you to eliminate them. It can help maximize the index of customer satisfaction by optimizing your marketing campaigns, maintaining your brand reputation, and fine-tuning your product launches.

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James Daniel is a software Tech enthusiastic & works at Cigniti Technologies. I'm having a great understanding of today's software testing quality that yields strong results and always happy to create valuable content & share thoughts.

Article Source: nasscom.in

[incight]

How can a Digital Experience Monitoring Strategy be Created?

The competitiveness of any business enterprise depends on the adoption of its digital offerings by the end customers. The digital experience is arguably the underpinning factor that can make or break any digital offering in the market. When it plays such an important role in determining the success or competitiveness of any organization, why make a calculated guess on how customers feel when using its products or services? In fact, it makes sense to see what end customers think and/or do at every digital touchpoint of an organization.

This brings into the equation, the use of digital experience monitoring to track user behaviors across channels, devices, brands, networks, browsers, and geographies. By monitoring the digital customer experience holistically, business enterprises can gain more insights into their processes and find out where improvements are needed. This way, they can implement positive changes quickly and mitigate any situation arising out of customer dissatisfaction.

A digital experience monitoring strategy lets businesses know how end customers interact with various digital touchpoints, including web and mobile applications. According to a survey by Forrester, about 67 percent of IT leaders stated that accelerating their response to changing market dynamics is their top priority. At the same time, around 41 percent of IT leaders wanted to improve their employee’s experience by garnering real-time feedback. Thanks to the disruptions caused by the pandemic, businesses are looking at creating a real-time digital experience monitoring platform to understand customer behavior and take suitable measures to remain competitive.

To cite an example, your mobile or web application may look robust, secure, and responsive from an IT perspective, but may have glitches from the customer’s perspective. This can negatively impact the users’ perception of your brand, products, and services. The glitches can be related to the users’ device limitations, browser’s or OS’s sub-par version, or even a cloud outage - things not exactly in your control.

With digital transformation progressing at break-neck speeds across organizations and the Internet of Things (IoT) changing the dynamics of interaction with anything digital, customer experience assurance must go hand in hand. Further, with applications moving to the cloud, there is less visibility and control of IT in every aspect and component. This can be a challenge for organizations when delivering a high-quality service.

Why is visibility the key to a successful digital user experience?

Most business enterprises have yet to recognize the importance of digital experience, especially performance monitoring and optimization, in achieving long-term success. They need to understand how visibility into their IT landscape can help create a digital experience monitoring platform and support the needs of their users. Digital experience monitoring solutions can help them bridge the gap between performance and acceptance and deliver positive end-user experiences.

Creating digital experience monitoring strategies

Businesses need to build proper monitoring strategies to derive insights into their customers’ online behavior. By successfully implementing a digital experience monitoring platform, enterprises can focus on the most crucial element of their business customers. Below are the strategies to create a robust digital customer experience platform.

Quick Analysis of real-time data: For businesses, it is not always possible to ensure high-quality customer experiences consistently. They need to keep their ears to the ground by taking feedback from internal and external employees. It is only by analyzing data from various online sources, such as transactional information, online reviews, or contact center logs, that insights can be gathered about areas or segments where issues occur. The insights can provide much-needed time and opportunity to address issues before they escalate and negatively impact the brand's reputation or revenue.

Creating personalized content to improve interactions: Creating personalized content has become an important marketing strategy to draw customers. It may range from making product recommendations and offering dynamic pricing schemes to sending emails to nurture leads. Remember, well-thought-out personalized content can make a big difference as far as driving traffic to a digital touchpoint is concerned. Set up a proper digital experience platform to track the effectiveness of different types of personalized content for engagement and conversion. Thereafter, make suitable adjustments to generate revenue through improving interactions with digital touchpoints.

Monitor user behavior: The best way to gain insights into customer behavior is to observe them as they visit the website and perform some action. Businesses can track the activities of their customers through mouse movements and other navigational paths they follow. Even though streamlining navigation by adding a few steps could irk a few users, they could decrease bounce rates and offer an enhanced customer experience.

Harness customer data: Data analytics can be a digital experience assurance tool to garner interesting and insightful information about the target audience. It is not only necessary to know about the emerging trends in the marketplace but also how customers interact with various touchpoints of an enterprise. Knowledge about customers’ behavior, including their habits and preferences, can offer a competitive advantage.

Leverage social media analytics: Social media can be a reliable customer experience assurance platform to collect data about customers, such as their preferences, habits, and expectations. Social media offers tremendous opportunities for businesses to tap into and create brand awareness, drive customer engagement, and learn about their brand experience (positive or negative).

Conclusion

A successful digital experience monitoring strategy can provide a slew of benefits for business enterprises, including a better understanding of the behavior and expectations of the target audience. This can help businesses establish clear goals and objectives. By learning about customer expectations from the digital touchpoints of businesses, the latter can make suitable changes to fulfill customer expectations. This can increase customer loyalty, reduce bounce rates, improve retention rates and ROI, and enhance the competitiveness of brands.

Resource

James Daniel is a software Tech enthusiastic & works at Cigniti Technologies. I'm having a great understanding of today's software testing quality that yields strong results and always happy to create valuable content & share thoughts.

Article Source: medium.com

[vikram739]

How to be Competitive in the Age of 5G Courtesy Customer Digital Experience

Enterprises, in order to stay ahead of the competitive curve, are looking to offer digital customer experience assurance while adopting new technologies. 5G, or Fifth Generation Wireless, happens to be one such technology that is poised to alter the digital customer experience in a significant way. Touted to be way faster than 4G LTE, with the capability to manage more connected devices, 5G can provide the following:

Download a huge file in a matter of seconds

A capacity of more than 1000 times vis-a-vis 4G LTE

Reduction in latency thanks to its expected upload rate of 10 Gbps and a download rate of 20 Gbps

As per GSMA, the industry trade group, 5G connections are going to touch 1.4 billion by 2025, which shall account for around 15 percent of the global figure. With the advent of 5G, the global revenue for IoT is expected to touch $1.1 trillion and IoT connections will reach 25 billion. The capacity augmentation to be derived through 5G implementation will help enterprises to enable new deployment models, deliver novel or innovative services, and achieve next-gen customer experience assurance. The mobile ecosystem, too, will branch into new realms with high reliability, superior speeds, and minuscule latency as its hallmarks.

The other downstream benefits that 5G will bring to the table include creating digitalized supply chains and logistics, driving benign transportation, and remote healthcare, among others. It goes without saying that with 5G wireless technology, the customer experience will undergo a significant transformation. With better immersive and personalized experiences, 5G is expected to bring a sea change in customer engagement, customer behavior, customer journey, customer service, customer patterns, customer expectations, and customer loyalty.

How will the customer experience be impacted by 5G?

Even though the industry can leverage the superior reliability and enhanced capacity, efficiency, and performance of the 5G wireless network, customer expectations are going to hit the roof. With 5G making inroads, the industry could see a greater proliferation of technologies such as Augmented and Virtual Reality, the Internet of Things (IoT), Cloud Computing, and Big Data, among others. These technologies can be used by enterprises across segments as customer experience assurance tools to maintain their competitive edge.

5G promises a radical transformation in customer experiences, whereas the present 4G networks leave a lot to be desired. As per a PwC survey, 4 out of 10 customers have doubts about the reliability of the internet services on their mobile phones. This is expected to change with 5G becoming the enabler of digital transformation around the world. The segments where 5G can impact the customer experience in a major way are:

Big Data: Currently, retail and other industry segments are leveraging AI and big data analytics to identify customer behavior patterns to personalize and enhance CX. With 5G, the capability for customer sentiment analysis is going to increase with more volumes of data being collected and analyzed at faster speeds. In fact, businesses are likely to rely more on mobile networks while streamlining their core operations. Also, since latency in 5G wireless networks is going to be minuscule or faster than human visual processing, it will be easier for people to control devices remotely as if in real-time.

AV/VR capabilities: The augmented capability of 5G can result in the processing power of digital systems being moved to the cloud, thereby enabling more widespread usage of AR/VR. Presently, AR/VR are used very selectively in virtual stores to allow customers to “experience” products that are available at the stores in their homes. This concept can receive a boost from the high-speed and low latency of 5G, especially in virtual stores or while applying makeup to one’s face, among others. AR/VR in gaming can be a game-changer too, with 5G making its presence felt. However, it is difficult to predict the growth of AR/VR since it will ultimately depend on the pace of brand adoption by customers.

Video consumption: According to IHS Markit’s report, video consumption is expected to account for 70 percent of mobile traffic, which is a major jump from a mere 47 percent in 2015. 5G will boost the promotion and consumption of general live video across industries. Even live video support will facilitate customer service, especially for customer-facing companies. Again, an Oracle survey comprising 5000 people found that around 75 percent of the respondents understood the value of voice and video chat. They harped on the critical importance of first-call resolutions in achieving digital customer experience assurance. For customer service agents given to using emails, a video explaining the steps to address an issue is far better than a series of emails describing the step-by-step process.

Healthcare: One significant disadvantage of using 4G to conduct remote patient monitoring is the slow speeds in receiving, reporting, and transmitting vital health parameters of patients from remote locations. However, this is expected to change with the advent of 5G, wherein health professionals can collect, analyze, report, and transmit patient information from remote centers on a continuous basis. This can be a godsend for people living in rural areas where access to quality medical care is still a pipe dream. 5G can give a boost to remote home monitoring systems and telehealth services, with doctors located several miles away able to make video calls to connect to the patients, make diagnoses and offer prescriptions.

Conclusion

The transformational impact of 5G wireless network service in terms of bandwidth and speed can give customers across industry segments a never-before experience. Business enterprises can leverage technologies such as AI, IoT, and Cloud Computing, among others, to derive key customer experience insights and stay competitive. Also, through user experience monitoring using 5G in real time, businesses can understand any issues with their software products or services and fix them quickly.

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James Daniel is a software Tech enthusiastic & works at Cigniti Technologies. I'm having a great understanding of today's software testing quality that yields strong results and always happy to create valuable content & share thoughts.

Article Source: medium.com

[vikram739]

How can Real-Time Visibility and Predicting End-User Experience Go Together

Delivering a superior end-user experience has become the sine-qua-non for the success of any software application. In addition, real-time digital experience monitoring can assist businesses in staying ahead of the competition. The practice of tracking user behavior while the latter interacts with a website, mobile, or web application can yield valuable data for stakeholders to understand the former’s behavior. Monitoring the digital customer experience is considered a key capability of an end-to-end application performance management solution.

In fact, business enterprises can identify application glitches/issues and minimize any mean time to repair (MTTR) by tracking every customer transaction in real-time. Today, modern applications speedily deliver a host of end-user services, including the popular voice technology. The humongous data generated therein can overwhelm the IT systems. This is why businesses should ensure the reliability and performance of distributed systems across multi-cloud and on-premise environments.

Why is real-time visibility into the end-user experience important?

Any real-time visibility into customer behavior garners critical data about the browsing and buying patterns of customers. This can help enterprises tweak the quality of their products, improve the supply chain, and track their assets better. Also, it enables businesses to get real-time insights into data-driven predictive customer decisions and augment capabilities. These capabilities may include customer branding, personalized product recommendations, intelligent and secure communication, driving efficiency, customer scheduling, and improving capacity utilization, among others. By providing an omnichannel customer experience and real-time visibility into the deliverables, you can help build customer confidence in the product or service.

Digital experience monitoring for individual end-user transactions can help determine the performance of a website, web, or mobile application. Teams, using performance monitoring tools, can simulate customer interactions and record, test, and monitor test transactions in an omnichannel environment. By using a digital experience assurance tool, teams can monitor the performance of digital platforms across channels, devices, and geographic locations and come to know of any performance issues in quick time. This preempts the possibility of such issues turning into serious outages.

By monitoring the performance of a digital customer experience platform using tools, businesses can evaluate site performance, eliminate errors, save time, and improve the efficiency of processes. It can also offer a centralized view of key performance indicators and business-critical site performance metrics that are easy to understand. Monitoring any digital experience platform can deliver instant visibility into the end-users’ interactions with the platform and help stakeholders understand their behavior.

In manufacturing or retail, for example, offering real-time visibility into the inventory data right from the point of distribution to the point of sales can achieve a host of benefits. These include maximizing operational output, optimizing stocking, and driving better financial outcomes. An insight into the inventory data can significantly reduce shopping cart abandonment given that customers are willing to abandon their cart if some items are not in stock. Transparency in retail stock positions can motivate customers to purchase products if they see the availability of limited stock of items.

How to provide real-time visibility into the end-user experience

Predicting customer buying patterns can be the touchstone to improving the delivery of service, augmenting inventory stocks in real-time, and eliminating supply chain bottlenecks. This is where digital tools such as Artificial Intelligence (AI) and Machine Learning (ML) can help enable supply chain competencies, make them resilient, and improve agility and predictability. AI and ML systems can learn continuously from data generated in the supply chain and dynamically update the automated systems. These enable the management of supply chains to become more efficient and predictable and help match supply to demand.

Another methodology to transform supply chains is hyper-automation. Here, Robotic Process Automation (RPA) combines with AI and ML to streamline supply chains and make them more resilient. Since RPA automates various repetitive tasks in the supply chain, it helps to reduce errors and frees employees to execute more complex tasks. Both RPA and AI can complement each other to predict risks, analyze data, and improve decision making. The future of supply chains will be powered by real-time data to deliver accurate forecasts.

Conclusion

Business enterprises need to deliver a seamless customer experience for success. Any level of customer experience assurance can only be achieved if performance issues are monitored in real-time using specific tools. These tools provide in-depth insights into the customers’ journey and key performance metrics to help prevent outages and bottlenecks.

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James Daniel is a software Tech enthusiastic & works at Cigniti Technologies. I'm having a great understanding of today's software testing quality that yields strong results and always happy to create valuable content & share thoughts.

Article Source: nasscom.in

[vikram739]

Why is Digital Experience Monitoring Important for Business Enterprises?

With digitization having an overarching presence in every aspect of our lives and the economies of nations, it is important to understand how the same is benefiting end-users. It is no one’s argument that technology alone can provide solutions for all intractable problems. Care has to be taken to ensure the technology is adaptable, easy-to-use, secure, and high-performing for the end-users. This is because the end-user experience is ultimately what matters as far as the outcome of digitization for enterprises goes. It helps to drive customer acquisition and retention - the holy grail that every enterprise seeks. Further, with more enterprises migrating their assets to the cloud and an increasing number of people working from home, it has become a challenge to keep track of things on a real-time basis. This is where digital experience monitoring (DEM) enters the scene to monitor user experience, detect performance issues, and improve processes, among others.

What is digital experience monitoring (DEM)?

The process of digital experience monitoring enables enterprises to analyze the efficacy of their processes, services, and applications. It helps to bridge the gap between how an application performs in real-time and how the customers use it. This way, it offers an insight into the whole digital customer experience. As a hybrid capability blending end-user experience and infrastructure monitoring, it helps connect software deployments, IT purchases, and service provisioning, among other elements of a business.

The comprehensive DEM process uses metrics like net promoter score and revenue to measure the success of any enterprise in delivering superior user experiences. If the conventional tools for monitoring performance (and other parameters) are mostly from a technology perspective, a digital experience assurance tool can help to understand the user perspective. Even though statistics point out its increased adoption by enterprises,15% to 70% (2020 to 2025) and generating revenue of between $600 million and $800 million at present (Source: Gartner).

Why is digital experience monitoring important for enterprises?

Thanks to digitization, the various arms of a business enterprise have become increasingly intertwined. The synergy unleashed by the process of digitization aims at achieving a seamless customer journey. But does this happen all the time? Experience suggests that the IT operations involved in managing the front-end and back-end of any enterprise are not always maintained and operated by a single centralized entity.

Instead, in most cases, specialized teams manage the functioning of individual departments within the IT landscape of an enterprise. These teams may include cyber security, digital marketing, web development, and social business, among others. These teams, in most cases, work independently in silos with their own intrinsic communication systems and jargon. To achieve superior customer experience assurance, all cogs in the wheel as mentioned above must operate seamlessly. However, things can often go wrong for the customer journey, with issues such as system latency, outages, disruptions, or downtime rearing their ugly heads.

A digital experience assurance tool can help identify the issues, glitches, or vulnerabilities plaguing the system and contribute to the outages, latency, downtime, or disruptions. It is only after assessing the root causes of such issues that the tool can recommend suitable solutions for mitigation. Since the digital customer experience platform combines both human and machine-enabled interactions, the solutions offered for performance monitoring are optimal. No wonder many business enterprises are adopting DEM instead of the traditional way of monitoring the end-user experience.

Analyzing the efficacy of an enterprise’s applications and services

The real capability of any digital experience platform lies in analyzing the efficacy of the IT infrastructure, services, and applications of an enterprise. This can be done by implementing activities such as real user monitoring, synthetic transaction monitoring, endpoint monitoring, and network visibility. Let us discuss these in some detail:

Real-user monitoring: It entails capturing the performance data from an application’s perspective without installing any device at the customer’s end. It helps to conduct root cause analysis of the problems related to the performance of the application and help mitigate them. Real-user monitoring evaluates the performance of the application across devices, operating systems, browsers, and networks. It also involves measuring voice capabilities and browser interactions.

Endpoint monitoring: It assesses the application’s performance using a piece of code running on the device. Suitable for monitoring remote applications, endpoint monitoring can help identify the impact of any app configuration changes on the users.

Synthetic transaction monitoring: It makes an estimation about the application’s user experience by testing the performance of all IT entities (services, components, and networks) that are involved in deploying the application. This can be a great choice to analyze the performance of SaaS applications and their impact on the user experience.

Network visibility: One of the major bottlenecks that business enterprises or their end customers often face is that of the network through which the traffic flows. Network visibility allows businesses to better understand the traffic behavior on their networks and work towards improving the performance, efficiency, and security of such networks. It is about having an awareness of the various components that are part of the network to get insight into the performance, analytics, and user traffic. Here, data pertaining to the performance of an application is collected, organized, distributed, and delivered to be used by the tools.

Conclusion

A strong DEM strategy helps to tie the digital initiatives of enterprises to their business outcomes. It enables businesses to be competitive and transformational in driving partnerships, growth, innovation, and setting a high-quality benchmark. By leveraging a robust customer experience assurance platform, businesses across domains can unlock new opportunities, innovate, streamline processes, mitigate risks, derive superior user experiences, and achieve growth.

Resource

James Daniel is a software Tech enthusiastic & works at Cigniti Technologies. I'm having a great understanding of today's software testing quality that yields strong results and always happy to create valuable content & share thoughts.

Article Source: wattpad.com 

[vikram739]

What are the Use Cases and Benefits of Customer Sentiment Analysis?

A customer may display varied emotions (positive or negative) while engaging with a brand. These emotions determine if the customer is likely to revisit the brand or junk it altogether. According to a McKinsey study, more than 85 percent of customers are likely to purchase from a brand again after having a positive customer experience. A negative customer experience, on the other hand, can reduce the number of customers by 70%. So, how do businesses know whether their customers are happy while engaging with their brand? Instead of merely depending on assumptions, the answer lies in analyzing customer sentiment.

Customer sentiment analysis can let businesses know about the different emotions customers go through while dealing with a particular brand, product, or service. Customer experience insights can help brands offer more of the elements that make customers happy. Moreover, it can improve the customer satisfaction index, customer lifetime value, and customer loyalty, thereby maximizing profits. So, let us discuss this important metric in detail.

What is customer sentiment analysis? 

Customer sentiment analysis helps detect customers’ emotions when the latter interact with a brand, product(s), and service(s). The process leverages Natural Language Processing (NLP) and algorithms to identify whether the emotions are neutral, positive, or negative. Here, “neutral” means the customers are happy with the brand but expect more. The algorithms evaluating customer sentiment use two parameters to categorize:

Polarity: Shows whether the emotions are positive or negative.

Magnitude: Shows the intensity of the emotions.

Further, the sentiments driving customer experience assurance can be analyzed from customer responses in the form of comments, tweets, or feedback. This process is used by businesses to understand how their customers feel about their brand, products, or services and to improve them. This helps them drive sales and stay competitive.  

What are the benefits of customer sentiment analysis?

The process of customer sentiment analysis is leveraged by various businesses for real-time user monitoring, improving customer experiences, and driving profits. The benefits of the process are as follows:

Deliver better customer service: Since bad customer service can make the customer feel unwanted and uncared for, the chances of him or her rejecting the brand or its products and services are fairly high. However, by analyzing the sentiments of customers while using specific products or services, businesses can gauge the issues (if any), and work towards mitigating them. The process offers insights into the negative emotions experienced by customers and the factors responsible for them. Thereafter, businesses can eliminate the factors that contribute to the negative sentiments.

Enhance the quality of products and services: Sentiment analysis can not only capture complaints from customers but alert businesses about the inherent vulnerabilities/issues/glitches plaguing the products and/or services. These can then be fixed by businesses, thereby improving the quality of products and services. Customer responses analyzed through the process can act as a guideline for quality improvement, better product development and service delivery, minimizing customer churn, and enhancing product marketing and presentation.

Develop better marketing strategies: With more insights gained from using the customer experience assurance tools, business enterprises can develop an effective marketing strategy. Further, specific marketing campaigns can be created for the target audience by observing customer conversations related to the brand.  

Increase sales revenue: With sentiment analysis capturing the impressions of customers towards a brand, products, and/or services, businesses can work towards optimizing the quality of the product/service. This can make the customers feel good when they come to know that the organization is all ears to their problems. This “feel good” sentiment can enhance their trust in the company and drive them to buy more, thereby increasing the company's sales revenue. 

Improve crisis management: Customer complaints can quickly turn into a crisis situation unless they are promptly addressed by taking cues from sentiment analysis. By taking timely preventive actions, businesses can nip any crisis in the bud and save themselves from inviting a chain of negative comments in the public domain.

Use cases scenarios

Some of the use cases to enhance user experience monitoring are:

Identify your key promoters and detractors: Customers are wont to comment on various aspects of a business, and it may not be advisable to get worked up with every comment of theirs. Businesses need to identify the areas/aspects that may affect their NPS score using data science. It is only by correlating such aspects with both promoters and detractors that businesses can understand the ones influencing the NPS score more.

Target detractors: It is said that negative comments travel fast and their impact can be more debilitating for the business. Think about the scathing remarks made by such detractors on social media and the impact they can have on people’s perceptions of a brand. So, how about targeting such people spewing venom about the brand on a priority basis? This can be done by approaching them, understanding their pique, and working towards defusing the situation. For instance, if an apparel company identifies people who are not happy with the return process and works towards mitigating their issues, they can even be turned around to become promoters of the brand.

Track customers’ sentiments: Mere tracking of the NPS may not always yield the right results. What is needed is to track customers’ sentiments related to the specific areas of a business. For example, customers buying merchandise from an eCommerce portal may not be happy with the latter’s return policy and customer service. It is only by tracking their sentiments over time that the portal can improve these segments and address the issues plaguing customers.

Conclusion

After understanding the nitty-gritty of customer sentiment analysis, businesses need to apply the same, especially to customer feedback. Starting with collecting data using marketing surveys, the next step is to analyze the data and assign scores. This can either be done manually or by using specific software applications. Finally, the outcomes of this analysis need to be implemented to garner great results.  

Resource

James Daniel is a software Tech enthusiastic & works at Cigniti Technologies. I'm having a great understanding of today's software testing quality that yields strong results and always happy to create valuable content & share thoughts.

Article Source: community.nasscom.in

[incight]

Customer Experience Assurance | App Ratings and Reviews

Enhance your CX with Incight, predict digital customer experiences, app rating & reviews that includes product analysis of pre, post & real-time data.