Customer Challenge Addressed: Two major improvement opportunities for Active Listening have been to create the ability to customize the default prompt and to control the frequency with which the default prompt is shown.

What It Is: 

Where It’s Located: Text Analytics Manager

Value Points: 

• Maintain brand voice with greater control over what customers see in a surve
• Learn more about topics of interest
• Foster customer trust by responding appropriately to sensitive areas

Use Case:“As the CX manager setting up Basic Active Listening Agents for an account, I want to customize the default and topic-specific hints to match my brand voice and increase engagement. If multiple hints are enabled, they will be randomly presented to the respondent.”

Customer Challenge Addressed: Organizations of all sizes cater to diverse customers who don’t speak English. By asking for reviews and feedback in the customers’ preferred language, brands can connect with their global customers, increase their reputation globally, gain more social proof, and collect more experience signals.

What It Is: Connect with your global customers by asking for reviews and feedback in non-English languages, including Spanish, German, French, Italian, and Japanese. Build trust with an increased volume of non-English reviews that provide diverse social proof, attracting more customers globally.

Where it’s Located: ReviewTrackers

Value Points: 

• Increase your reputation across the Globe by gathering reviews from a diverse customer base
• Collect additional signals to analyze and improve the customer experience your brand delivers
• Gain more social proof and connect with global customers to further build trust in non-English speaking markets

Use Case:  “As a marketing manager, I need to be able to ask for reviews and feedback in my customer’s preferred language to increase our levels of feedback and reputation management globally and build trust in non-English speaking markets.”

Customer Challenge Addressed:  In a multi-speaker conversation, separating insights specific to a single speaker, such as the caller or the agent, is imperative to creating targeted action plans to improve both agent performance and quality assurance, and also the customer experience.

What It Is: Sections may represent separate speakers, such as a call center agent and customer, or significant portions of a document. Visualizations can now be filtered to specific sections and provide insights into the conversation and perspective of a single speaker or an area of interest in the interaction.

Where is it Located: Spotlight

Value Points: 

• Improved products, processes, and marketing with a greater understanding of customer needs
• More effective agent feedback and training from a focus on agent-specific communication patterns
• Efficiently analyze speaker data for insights and opportunities to improve knowledge, handle time, and first-call resolution

Use Case: “As a CX manager, I want to focus on the insights from an individual speaker so that  I can identify pain points, optimize agent performance, understand the overall conversation, and create a plan to address needed areas of improvement.”

Customer Challenge Addressed: While customers could access an impact widget, it was dependent on an existing Impact Predictor which required a Key Driver Analysis.

What It Is: The new Impact Widget empowers you to explore the impact of analytic items, such as Topics on available rating metrics, without needing an Impact Predictor widget with a Key Driver Analysis. 

Where It’s Located: Spotlight

Value Points: 

• Identify Topics and Themes requiring the most attention for improving CX
• Strategic deployment of resources to maximize high-potential opportunities
• Easily compare impact variations and consistencies between segments and date ranges

Use Case: “As a CX manager, I need to understand the themes and topics with the greatest impact on my various rating metrics so that I can determine appropriate focus areas for action.”

Customer Challenge Addressed: Enterprise customers with thousands of locations, agencies, and conglomerates often choose to implement a parent-child account structure to easily separate the data for each of their accounts. Monitoring performance across the board and identifying accounts at risk could be challenging when you have to log into each account individually to analyze performance metrics. Busy teams need a centralized place where they can access performance scores and drive improvement.

What It Is: Conglomerates, agencies, and large enterprises can quickly determine the health of each account on a parent level using a single score based on number of reviews, average rating, response rate, and more. Identify accounts at risk and amplify learnings from best performers to increase overall performance.

Where It’s Located: ReviewTrackers

Value Points: 

• View and compare the performance of all accounts in one place using a single score
• Quickly identify at-risk accounts and take rapid actions to improve account performance
• Effortlessly understand the overall health of all your accounts with one central score that shows overall performance

Use Case: “As a marketing manager in an agency, I need to be able to quickly understand the overall performance of each account I manage so that I can quickly identify risks and opportunities and make necessary changes to their reputation strategy.” 

“As a marketing manager in a larger enterprise, I need to be able to quickly understand the overall performance of each brand/product under our corporate umbrella so that I can quickly identify risks and opportunities and make necessary changes to our reputation strategy.”

Customer Challenge Addressed: Organizations often need to display business information on their website to provide their customers with the most essential information they need to visit the business. Managing the accuracy and recency of that information for each location is overwhelming with so many listing directories, especially for big enterprise organizations. Additionally, SEO guidelines indicate that including up-to-date listing details on a location page that matches what is in directories can be beneficial for search rankings.

What It Is: Display essential listing information, such as location name, address, phone number, and business hours on any location page, providing visitors and search engines with accurate and up-to-date information that matches the directory, positively influencing your search rankings.

Where It’s Located: ReviewTrackers

Value Points: 

• Effortlessly display key listing information on any local page eliminating the chance of manual typing errors
• Improve your local SEO by ensuring the location information displayed on your local pages matches the listing’s directory
• Manage your business listings from one place without the need to make separate updates on your website

Use Case: “As a marketing manager, I need to be able to display the most recent and accurate listing information on our location page(s), so that we follow best local SEO practices to increase rankings.”

Customer Challenge Addressed: Integrating survey data with Salesforce can be complex and, until now, could only be done using a managed package. This can limit the flexibility of solutions and make it challenging for organizations to sync survey data with various Salesforce objects, leading to inefficient data management and utilization.

What It Is: We now provide an out-of-the-box way to update any Salesforce object with XI data without needing the XI-managed package. This new solution can create custom data transfers tailor-made to the client’s Salesforce account.

Where It’s Located: Integrations

Value Points: 

• Provides a wide breadth of flexibility to meet client needs
• Quick implementations, from design to roll out.
• Accommodates the needs of growing organizations with Salesforce workflows and structures

Use Case: “As a program owner, I must update a Salesforce Object with survey data without the XI-managed package so that I can regularly sync our survey data to the client’s Salesforce instance and add business rules to transfer only relevant information”

Customer Challenge Addressed: In the past, notifications did not include account names, making it hard to identify relevant accounts quickly. Additionally, displaying user emails in messages raises privacy issues. Direct response links are necessary to ensure access to survey responses.

What It Is: Slack integration updates now include sending account names with notifications for better context, hiding user emails in messages to protect privacy, and providing direct response links for easier access to survey responses.

Where It’s Located: Microsurvey

Value Points: 

• Reduce the need for follow-up questions, streamlining team communication and collaboration
• Mitigate the risk of data breaches and unauthorized access to personal information
• Allow teams to act on feedback more quickly and effectively

Use Case: “As a program analyst, I’d like the option not to share the personal data of the survey respondent so that I can maintain privacy and compliance standards. But I’d still like access to view it on Wootric, where there is permission tracking.”