RESTON, Va.--(BUSINESS WIRE)--During C3, its annual customer experience conference, Clarabridge, Inc., the leading provider of Customer Experience Management (CEM) solutions for the world’s top brands, today announced powerful updates and new functionalities to its CX Analytics product suite. This year marks the tenth anniversary of the C3 conference and the celebration of a decade of innovation in artificial intelligence, natural language processing, and predictive analytics. Building on its vision to empower brands to “listen everywhere, analyze everything, and engage everyone,” these new product innovations continue to push the limits of what’s possible when sophisticated text analytics are applied directly to the voice of the customer.
Brands trust Clarabridge to provide insights that empower them to make decisions based on an understanding of exactly what their customers need. These latest updates continue to expand that intelligence with new features including Effort Scores, enhanced Predictive Analytics, and Conversational Analysis.
According to Gartner, customers are four times more likely to become disloyal to a brand after a difficult experience with customer service. Increased effort frustrates customers and encourages them to turn to a competitor. To stay ahead of customer needs, businesses must track customer effort. Using Machine Learning techniques and applying them directly to customer feedback and interactions, Clarabridge’s new Effort Score enables brands to measure and track the level of effort their customers are experiencing at every touchpoint. Negative effort scores highlight pain points and help brands take corrective actions to keep customers satisfied and less likely to churn.
While Effort Score evaluates how much work brands ask their customers to put forward, Clarabridge’s new Predictive Analytics capabilities enable brands to scan millions of customer interactions, detect patterns, and determine proactive initiatives to drive customer satisfaction. Through Predictive Analytics, brands can now better understand drivers of customer happiness or customer frustration, and deliver a customer experience in line with expectations.
Contact Centers continue to gain strategic significance in driving customer experience. Sooner or later, every customer journey has to go through the Contact Center. Every interaction, whether it is a call, a chat, or an email, presents a treasure trove of information. With the new Conversational Analytics functionality announced today, Clarabridge empowers brands to analyze and understand each and every one of these conversations and fully incorporate Contact Centers into their customer experience strategy.
“We are very proud of our rich history of empowering the largest brands in the world to put the voice of the customer at the center of their business,” said Mark Bishof, CEO of Clarabridge. “Our latest innovations build on our decade of leadership in data-driven insights and text analytics and push the industry forward. We’re excited to see what the next ten years will bring.”
Other noteworthy updates that were announced today include new intent detection types, new languages, improvements to its flagship CX Studio product, and dozens of other enhancements across the platform.
For more information on how to leverage Clarabridge’s advanced text analytics to measure customer effort, increase loyalty, and reduce churn, please visit https://www.clarabridge.com/.
Clarabridge’s SaaS customer experience management solution helps hundreds of the world’s leading brands put customer feedback to work. Offering the most comprehensive solution for omni-source listening, accurate customer and text analytics, and real-time, guided action is why leading brands trust Clarabridge to power their CX programs and drive a customer focused strategy. The result: better customer experiences. For more information, visit www.clarabridge.com.