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 is Experience Analytics?

Experience analytics, also called customer experience analytics, is the systematic collection and analysis of customer perceptions as they interact with various touchpoints along the customer journey. Experience analytics allow businesses to better know their customers, including what they expect and need from experiences. These insights allow organizations to optimize the end-to-end journey. This continuous cycle of analysis and improvement can result in experiences that increase customer loyalty and lifetime value and, ultimately, improve the bottom line.

Contact centers can benefit from experience analytics since that is where so many critical customer interactions take place. And because they are so rich with data, there’s no shortage of inputs to the analysis. Everything from average speed to answer (ASA) to self-service success rates to transactional Net Promoter Scores (tNPS) can be used to understand the quality of experiences being provided by contact centers.

But with so much data comes the risk of data overload as well as the added complexity of trying to combine statistics from different sources. Modern experience analytics applications can solve these problems by aggregating data from different systems and then producing actionable insights in a format that makes it easy to identify areas that need attention.

The best experience analytics tools leverage artificial intelligence to pull even more insights from contact center interactions. AI provides the ability to comb through all contacts from voice and digital channels and identify contact drivers, trending topics, emerging problems, and more. Additionally, experience analytics applications can determine customer sentiment from keywords and speech characteristics like voice tone and pitch.

The capabilities of experience analytics software can give businesses the insights they need to create loyalty-building customer experiences.

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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