The company says the upgrade will allow customer experience (CX) managers to “act upon meaningful insights with greater agility”.

With Embedded Listener and Program Accelerator, plus new updates to the AI and machine learning-powered Insights tools, CX professionals can drive better experiences across the entire customer lifecycle faster and easier without having to resort to using external consultants, according to the California-headquartered company.

The new capabilities are available now and include Embedded Listener, an application programming interface (API) that extends the GetFeedback platform into any offline, proprietary, or secure system, such as ATMs, smart TVs or airplane consoles. Program Accelerator, meanwhile, is a new capability that allows users to quickly build and launch turnkey programs based on CX best practices.

Updates to Insights capabilities include more in-depth open text analysis to easily parse through responses. As CX professionals expand their programmes, such capabilities allow them to analyse ever-growing volumes of customer data quickly in order to take well-informed actions.

Craig Shull, senior vice-president and general manager of GetFeedback at Momentive, said: “With 2022 on the horizon, companies are taking stock of their customer experience programmes and making long-term investments to improve CX. Organisations that want to make 2022 the year of CX excellence need to understand their customer deeply, collect feedback anywhere and act on insights fast.”