With Cemantica, you can seamlessly integrate multiple sources of Voice of Customer (VoC) data, whether from dedicated platforms such as Qualtrics, Medallia, and others, or by simply adding manually Data Details or importing an Excel file.
From your Journey Map, you can effortlessly reflect this data across various areas, such as the Interactions Lane and Sentiment Lane, as well as through a dedicated Feedback Data Lane.
Feedback Data Lane
Using the Feedback Data Lane, you can configure which sources and specific data points you'd like to pull in directly from your Journey Map:
Click on Add Lane and select Feedback Data to incorporate it into your map and Persona.
Once the Feedback Data Lane is added, click on Add Feedback Data Card within the stage where you want to include VoC data.
Choose your preferred integration method:
Use one of the connectors from the Integration Center.
Add data manually by entering the details.
Import data from an Excel file.
How to add the VoC data when using the VOC connectors
When you open the integration wizard, you'll find all the necessary information about the Feedback Data you want to incorporate, including:
Title: The label you want to display on the feedback card
Description: Any relevant information or context
Persona: The customer group from which you're collecting data
Touchpoint: The part of the journey where feedback is gathered
Metric: The key performance indicator you'd like to track. There are some pre-defined metrics, but you can also customize additional ones
Next, you can configure the data you want to collect:
Survey: Select from the list of surveys available through your VOC connector
Filter: Choose relevant filters from your VOC connector to narrow down the data
Questions: Pick questions linked to the surveys via your VOC connector
Additionally, you can set up extra filters within Cemantica to refine your data further
Once everything is configured, click "Start Receiving Data" and watch the magic happen!
How to add the VoC data importing an Excel file
When you open the Import file option, you'll find all the necessary information about the Feedback Data you want to incorporate, including:
Title: The label you want to display on the feedback card
Description: Any relevant information or context
Persona: The customer group from which you're collecting data
Touchpoint: The part of the journey where feedback is gathered
Metric: The key performance indicator you'd like to track. There are some pre-defined metrics, but you can also customize additional ones
Next, prepare the data you want to import by filling out the predefined Excel template. You can download the template by clicking on Get Template.
The Excel file includes the following columns:
The columns highlighted in green are recommended fields—optional but advised for completeness.
Contact Last Name, First Name and Email. These fields can be anonymized if preferred
Contact Latitude and Longitude. It's beneficial to populate these if available, as they allow you to visualize sentiment levels on a map in the Sentiment Report
Description. Use this for unstructured data linked to the ratings or comments associated with the questions
Interaction Date. The date when the interaction took place
Source. The origin of the collected information
The columns highlighted in red are required fields—they must be filled out to ensure successful import
Rating. The value of the original rating question
Sentiment Index. Internal Cemantica Sentiment Index. This should be calculated based on the Rating. You can set up a formula to derive the Sentiment Index from the Rating. Values range from 1 to 5, where 1 indicates the lowest sentiment and 5 the highest
You can add one row per answer or data point.
Once everything is configured, drag and drop your file, click "Start Receiving Data" and watch the magic happen!
How to add the VoC adding the data details manually
When you open the Import file option, you'll find all the necessary information about the Feedback Data you want to incorporate, including:
Title: The label you want to display on the feedback card
Description: Any relevant information or context
Persona: The customer group from which you're collecting data
Touchpoint: The part of the journey where feedback is gathered
Metric: The key performance indicator you'd like to track. There are some pre-defined metrics, but you can also customize additional ones
Source: The origin of the collected information
Then, click on Add Row and starting adding the data manually:
Date: The date when the interaction took place
Sentiment Index: Internal Cemantica Sentiment Index. Values range from 1 to 5, where 1 indicates the lowest sentiment and 5 the highest
Interactions: Number of interactions provided
Key Words: Use this for unstructured data linked to the ratings or comments associated with the questions
Watch the demo for an overview of how to integrate and leverage VoC data in your journey management process within Cemantica. Connect and visualize sentiment and feedback within your journey maps and in your Smart Analytics dashboard to spot trends.
Data-infused maps are the key to ensuring you consistently and constantly reflect your customers' voice in your CX program. All VoC datasets can be integrated using Excel, CSV, Web services through our API or use our 70+ connectors, including Qualtrics, Survey Monkey etc.
View and compare your personas with real customer feedback and satisfaction at every touchpoint, stage, and across all journeys.
Watch the quick overview of how you can analyze and compare the sentiment of your Personas and customers (VoC) to focus on what matters most at each interaction and journey stage. Truly understanding your customers leads to better decision-making and valuable improvements in the customer journey.