Browsing: Satisfaction

Artificial intelligence is transforming customer satisfaction management in the Large Accounts segment by enabling the analysis of interviews, the identification of trends, the detection of opportunities for improvement, and the acceleration of decision-making. At Telefónica, AI is used as a tool to support expert knowledge, combining automation, human review, and a customer-centric approach to turn…

China’s e-commerce landscape is characterized by massive promotional festivals that inundate consumers with options, creating a paradox where greater choice often yields lower satisfaction. While “promotion information overload” is pervasive, the psychological mechanisms driving it—and the specific remedies to counteract it—remain insufficiently explored. Grounded in cognitive load theory and self-construal theory, this study investigates how…

Transit agencies across the country have recently conducted and compiled their latest rider satisfaction scores, with some reaching score heights matching or exceeding their pre-pandemic levels.

Satisfaction surveys are no longer the only way BBVA gains insight into its relationship with customers. The bank is now using generative artificial intelligence to analyze hundreds of thousands of customer interactions, providing a more complete picture of the customer experience. It harnesses this technology to process selected conversations in Spain across channels such as…

Overall satisfaction rose to 74.9%, while the agency’s Net Promoter Score reached a record 33.7.