Glossary of Terms

Deepen your understanding to drive your expertise, and share with colleagues to enlighten ideas and inspire innovation. This glossary of terms will help to elevate clarity, and guide conversations that bridge gaps across teams of shared interest in customer centricity.

What are Customer Insights?

    The term customer insights refers to data-driven information about consumers that informs businesses about their motivations, emotions, and preferences. Organizations rely on customer insights to understand their customers better so they can enhance products, services, and experiences to meet their customers’ needs. Ultimately, the actions enabled by customer insights can increase loyalty and improve the bottom line. Customer insights are based on quantitative and qualitative data gathered from multiple sources. For example, quantitative data can be collected by administering NPS, CSAT, and customer effort surveys. Survey results can (and should) be supplemented by qualitative input that can provide more context. Customer service interactions are a great source of qualitative feedback. Contact centers that use speech analytics software can mine their customer interactions for trends, contact drivers, and customer sentiment. Consistently collecting and analyzing data will enable businesses to make decisions based on data rather than gut instinct. But effectively transforming raw data from disparate sources into customer insights requires sophisticated, AI-infused analytics capabilities, such as those found in the best holistic VOC programs. CEM applications can rapidly analyze large quantities of data – including qualitative and quantitative feedback and operational statistics – to provide a consolidated view of customer perceptions and experiences across the organization. Being able to produce customer insights about the customer experience is becoming increasingly important as more and more companies compete mostly on CX. Businesses that can develop and take meaningful action based on customer insights will be well positioned to compete in the “experience economy.”

    About NICE Satmetrix

    NICE Satmetrix is the leading global provider of Voice of the Customer (VOC) software used by the world's most forward-thinking companies to analyze and transform their customer service interactions. Our Customer Journey-based solution combines and analyzes customer interactions, solicited feedback, and operational data at enterprise scale to uncover blind spots, increase customer satisfaction and improve agent performance.

    With consumers reaching out to contact centers for more reasons than ever before, providing consistent and optimized experiences is central to fostering loyalty and increasing customer lifetime value. NICE Satmetrix VOC enables businesses of all sizes to grow the value of customer service touchpoints and operationalize customer feedback.

    With NICE Satmetrix VOC, the top VOC solution for contact centers, contact centers get access to:

    Integrations with NICE inContact CXone and the NICE portfolio of contact center solutions

    • Superior analytics
    • Digital omnichannel and hassle-free IVR integrations
    • Customer Journey-based design
    • One-stop-shop for all your contact center VOC needs

    NICE Satmetrix is the co-creator of the Net Promoter Score® (NPS®), one of the best indicators of customer loyalty and predictors of business growth. We've instilled our deep knowledge of consumer behavior into our VOC software to make NICE Satmetrix holistic VOC a true one-stop shop for Voice of the Customer with a self-service solution that meets the needs of organizations of every size.

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