Customer Challenge Addressed: Most companies have a specific search zone radius in mind that they’d like to monitor and track across their search terms and locations. While a dynamic view based on search results was insightful for some, others prefer to focus exclusively on the area that makes sense to their strategy to better capture and analyze business opportunities within that zone.

What It Is: Focus on areas that matter most, ensuring search rank data is tied to revenue. Consistent data across locations and search terms allows for easy comparison and a refined strategy. Quickly spot top-performing search terms with clearer, actionable insights.

Where It’s Located:ReviewTrackers

Value Points: 

• Focus on the exact area that matters most for your business, ensuring that search rank data is relevant and directly tied to potential revenue
• Refine your Local SEO strategy and easily compare search rank performance with consistent data across all locations and search terms
• Quickly identify top-performing search terms for each location with clearer, more actionable insights

Use Case:“As a marketing manager, I need to be able to set and track a fixed search zone radius across all search terms and locations, so that I can focus exclusively on the area aligned with my strategy and better capture and analyze business opportunities within that zone.”

Customer Challenge Addressed: Previously, compliance with WCAG accessibility standards for web surveys was only available upon request, limiting the ability of many clients to provide inclusive and accessible survey experiences. This lack of default accessibility capabilities excluded respondents with disabilities, potentially leading to biased data and failing to meet legal and ethical standards for accessibility.

What It Is: Introducing WCAG accessibility standards compliance for all web surveys! Previously available only upon request, now clients have accessibility capabilities enabled by default.

Where it’s Located: Microsurvey

Value Points: 

• Enhance engagement and response rate
• Demonstrate a commitment to inclusivity and corporate social responsibility
• Ensure all respondents, including those with disabilities, can participate, providing more accurate and unbiased data

Use Case: “As a CX manager, I need WCAG accessibility standards compliance for all web surveys enabled by default, so that all respondents, regardless of their abilities, can participate easily and equitably, ensuring our surveys are inclusive, legally compliant, and reflective of diverse perspectives.”

Customer Challenge Addressed: Searching, querying, and filtering data can be repetitive, and even more so when performing complex field searches. Time spent rebuilding and re-applying filters to multiple widgets should be spent driving action on the insights instead.

What It Is: Leverage complex field searches in the list widget and transfer these searches to other widgets and show the query within the document filter panel. 

Where is it Located: Spotlight

Value Points: 

• Increase efficiency by reusing and modifying saved filters applied to multiple widgets.
• Improve data analysis and gain insights by layering in additional metadata or filters.
• Simplify workflows with easy filter saving, cloning, and applying across multiple widgets.

Use Case: “As a Data Analyst, I want to save and modify my complex text searches for future use and easily apply them to multiple visualizations.”

Customer Challenge Addressed: As the use of AI in CX continues to gain momentum and adoption, it’s important to have transparency in your team’s usage patterns to predict and plan how much to leverage AI assistance and ensure lowest possible total cost of ownership while finding ROI in AI.

What It Is: Dashboard for users to track credit usage, such as AI usage for smart summaries, conversation summaries, and more.

Where It’s Located: Spotlight

Value Points: 

• Predict and reduce the total cost of ownership
• Increased transparency with a clear understanding of usage
• Improved account management by tracking usage and making data-driven decisions

Use Case:  “As an account administrator, I need to track and predict the usage of volume-based features to manage costs.”

Customer Challenge Addressed: The most actionable insights come from what your customer’s say, not the quick rating score they give you. But the majority of traditional, static survey comments are unfortunately vague, and unactionable. With AI-powered Active Listening, respondents are 2.4x more likely to leave an actionable verbatim (that we define as 5 or more tags/topics identified).

What It Is: Active Listening is a conversational agent that processes text in real-time and creates natural language follow-up questions to solicit more information in a survey response. Active Listening uses Llama 3, an Pearl-Plaza-hosted large language model, which means data never has to leave Pearl-Plaza or a specific region. These models are hosted on AWS in each region. While MCX has SmartProbe to prompt respondents for more details using rules, AI-powered Active Listening Agents uses generative AI to prompt from the context of the response.

Where It’s Located: Survey Builder (MCX)

Value Points: 

• Collect more insightful verbatims, on average 2.4x more likely to leave an actionable verbatim (that we define as 5 or more tags)
• Reduce survey fatigue by asking respondents to answer less questions, but with more details.
• Generates on average 70% more words in your feedback responses, unlocking additional details that enable your teams to take more personalized actions.
• Identify 54% more topics, helping you identify improvement opportunities with unprecedented scale and accuracy

Use Case:  

• “As a CX manager, I need more detailed and meaningful feedback beyond standard survey responses and scores so that I can capture actionable data to make well-informed decisions.”
• “As a survey respondent, I want to spend as little time as possible filling out long form surveys, but quickly share feedback that can be acted on so I know my voice can make a difference.”

Customer Challenge Addressed: Google Posts enable brands to use their Google listings as a high-traffic channel to organically promote business updates, offers, and events. By publishing directly from the same platform where they manage their listings, organizations can effectively reach potential customers while keeping their listings management streamlined and efficient.

What It Is: Create and share Google posts and streamline your local listings management. Engage and connect with your local customers and organically promote your sales, specials, events, news, and offers.

Where It’s Located: ReviewTrackers

Value Points: 

• Create all Google post types: updates, offers, and events from the same platform where you manage your reputation
• Increase the organic reach of your business news, promotions, and events and inform prospects as they browse, allowing them to make better decisions
• Save time and elevate the team’s efforts with the ability to publish new Google posts across multiple locations in just a few clicks

Use Case: “As a marketing manager, I need to be able to share business updates, promotions, and events via Google Posts, so that we inform and engage with our customers as they browse online and allow them to make better decisions.”