Essentiel ConsultingCustomer Journey Analytics is an advanced analytical approach that tracks and analyzes the entire customer journey across various touchpoints and channels. This method provides businesses with a comprehensive view of the customer experience from initial awareness through to post-purchase behaviors and loyalty. By integrating data from multiple sources—such as websites, mobile apps, social media, customer […]
Sentiment Analysis is a branch of natural language processing (NLP) and data analytics that interprets and classifies emotions expressed in textual data. This technology helps businesses understand the sentiments, opinions, and intentions of their customers by analyzing words and phrases within communication channels such as social media posts, customer reviews, support tickets, and more. The […]
Customer Health Score (CHS) is an aggregated metric used primarily in the Software as a Service (SaaS) industry, though it’s also applicable in other subscription-based and service-oriented businesses. CHS synthesizes various data points to provide a comprehensive view of the health and potential longevity of a customer relationship. This metric helps companies predict customer behaviors, […]
Net Promoter Score (NPS) is a widely used metric that gauges customer loyalty and the likelihood that customers will recommend a company’s products or services to others. Developed by Fred Reichheld and introduced by Bain & Company and Satmetrix Systems in 2003, NPS is based on a single question: “On a scale of 0 to […]
Excited to share a glimpse into the future of customer service in our latest corporate newsletter article! We’re breaking new ground with an innovative tool that seamlessly integrates telephony with artificial intelligence to redefine call center operations. This cutting-edge solution not only enhances the precision of call assessments but also tailors each evaluation to uphold […]