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Moving ahead with customer experience management


Clarabridge has launched a number of new capabilities of its customer intelligence platform designed to make it faster to deploy accurate, actionable customer insights across an organization to drive increased value from customer experience management programs. Clarabridge’s latest enhancements allow for increased visibility, accountability and responsibility for customer satisfaction across a business.

Key features include:

Alerting—New alerts within CX Studio, Clarabridge’s dashboard authoring environment, bring important customer issues to the attention of the appropriate teams and individuals at the appropriate time. Powered by Clarabridge’s natural language processing engine, the alerts can detect nuances within the feedback text that ensure precision and relevance.

Dashboard templates—Pre-designed templates tailored for various use cases enable the rapid creation of dashboards, taking the guesswork out of how to best present key insights through dynamic, real-time views into the customer experience.

Collaboration tools: Users can now comment on CX Studio dashboards and interact with each other. This capability allows direction to be provided to the specific teams within an organization who can immediately address the feedback, before it begins to impact brand reputation and retention.

Kiosk survey collection: New Clarabridge Survey apps for iPad and Android turn tablets into kiosk feedback stations. Customers can now provide instant feedback during key moments of truth without having to provide an email address or phone number, reducing survey fatigue and increasing response rates.

Predictive sentiment and categorization: The platform now contains new self-learning algorithms that proactively make suggestions to users on ways to improve the understanding of customer sentiment. The Predictive Categorization features help users identify the categories (or topics) that matter most to customers, making the data more relevant to the business.

Smart tagging: Smart Tags automatically uncover hidden context in customer feedback data for richer customer, competitive and industry analysis.


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