Building the World's Largest Community of CX Professionals

Learn More
Customer insights and feedback product announcements

Momentive, Conductrics, and Reputation Announce Enhancements and Integrations

New Enhancements Focus on Surveying, Data Integration, and Social Listening

  • Share

A few new announcements in the Customer Insights & Feedback segment focus on integrating survey data for optimization and experimentation purposes, integrating feedback and analysis capabilities with a data flow from Zendesk, and enhancing social publishing and social media tools.

Conductrics Weaves Customer Feedback into its Digital Experimentation Platform

Conductrics, a digital experimentation and artificial intelligence (AI) company, has integrated customer surveying capabilities into it’s A/B testing, experimentation, and optimization platform.

The Conductrics platform can be used out of the box, and offers users the capability to combine and use real time insights gained from customer research.

“Working alongside our client partners, it became clear that even though tools for experimentation and optimization are extremely powerful, they have been inherently limited because no matter the type of A/B test or [machine learning] algorithm, experimentation and personalization has lacked visibility into a key and necessary, source of information – the voice of the customer,” says Conductrics Co-Founder and CEO Matt Gershoff.

Related Article: New Products, Features Offered by Alida, InMoment, SMG, Qualtrics, Momentive

GetFeedback, Zendesk Integration Announced by Momentive

Momentive (maker of SurveyMonkey and GetFeedback) has announced the availability of the GetFeedback integration with Zendesk. The combination will partner customer feedback from GetFeedback with Zendesk’s customer data to uncover friction points in customer interactions and allow a single source of customer insights for companies who are customers of both companies. This will also smooth out the experience for customers, as every GetFeedback and Zendesk user has a broader look into the customer journey, and will  not have to ask customers to repeatedly explain and their organization interactions.

“A GetFeedback integration with Zendesk has been one of our customers’ most-requested features, which makes sense — it’s a natural fit to combine GetFeedback customer feedback data with Zendesk’s customer service data,” says Priya Gill, Vice President of Product Marketing at Momentive. “This bi-directional integration solves the problem of stale data leading to bad decision-making by empowering users of both solutions to take swift action with confidence because they have a holistic view of the customer journey and the most timely data.” 

The integration will allow for the ability to automatically send surveys after every solved ticket, and improve customer support interactions. It also will provide data to power better decisions by being able provide analysis and action with data from Zendesk ticket data, KPIs, and metrics and gather contextual insights via measuring sentiment and tracking customer experience over time and across the organization.

Reputation Updates its Social Customer Experience Product Suite

Reputation has announced five recent updates to its social publishing and social listening tools. These tools help companies combine and analyze both public and private customer feedback data, and leverage increasingly used social media channels.

“Customers can share feedback within seconds of a good or bad experience, which has made it critical for Marketing teams to have the most innovative and complete tools at their disposal. At Reputation, we are always developing new products, services, and updates that will allow our customers to listen and interact in real-time with consumers across a variety of channels,” says Pranav Desai, Chief Product Officer at Reputation.

Updates to the platform include:

  • Social Listening Industry Monitors
  • Smart Insights Widgets for Social Listening
  • Instagram Carousel Posts
  • TikTok Integration
  • Optimal Publish Times

Related Article: New EX Products: Momentive, QuestionPro, Experience.com, Motivosity, and DaysToHappy

Latest Research

Employee Experience

Employee Experience

Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies

CX in the Healthcare Industry

CX in the Healthcare Industry

Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts

CX Market Forecasts

Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience

Customer Insights & Feedback

Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies

Related Articles

Closing the loop on customer feedback

“We Heard You”… Now What?

There are a multitude of very good customer feedback tools, available via many channels and mechanisms. This has helped to expand the amount and type of feedback given and provided convenience to customers who want their voices heard. Customer…

Read More
Customer Insights and Feedback announcements

Insights & Feedback News from Alchemer, Alida, Limeade, Rison Software, and Others

Alchemer Integrates with Microsoft Teams Alchemer has expanded its list of available integrations, announcing the launch of a Microsoft Teams integration. This will allow the automation of customer and employee feedback directly into Teams…

Read More
CX surveys and research studies

New Research from Accenture, OPM, Talkwalker and Khoros, Contentsquare, and MoEngage

Accenture: People Want Easy-to-Use Government Customer Services People want simple, intuitive digital government customer services that are secure and ensure that privacy is protected, according to the new report, Public Service Experience…

Read More
Momentive workforce reduction

SurveyMonkey Parent Momentive Lays Off 11% of Workforce

Momentive Global, parent company of SurveyMonkey announced a layoff of 11% of its workforce. Described in a recently filed 8K as part of a plan to “improve operating margins and create efficiencies in our go-to-market motion and in other areas…

Read More
More related articles