Don't leave your reps without backup. Speech analytics tools provide real-time analysis and deliver actionable insights during customer service and sales calls. The speech analytics market is expected ...

In today’s technology-driven world, one of the foundations of a strong customer experience is data. But with so much data floating around, it can be difficult for companies to know what information to ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. This article is more than 6 years old. Data is everywhere.

Nash points to a specific company as a great example of customer analytics use: Kohl's. "They are using customer analytics applied to mobile technology to personalize and enhance the in-store customer ...

LONDON--(BUSINESS WIRE)--Quantzig, a global analytics solutions provider, has announced the completion of their latest customer analytics study on the alcoholic beverage industry. A renowned ...

“Data-Driven Thinking” is written by members of the media community and contains fresh ideas on the digital revolution in media. Today’s column is written by Beth Sanville, SVP, Analytics, Merkle.

As customer expectations continue to rise and the traditional reactive models of customer service are increasingly proving to be inadequate, the quest for excellence in customer support today has led ...

In this special guest feature, Piergiorgio Vittori, CEO of Spitch.ai‘s U.S. division, explains how speech and conversation analytics help a company improve its service and identify weak points.

Among the 79 speakers at the recent Utility Analytics Week conference, I had an interesting discussion regarding customer segmentation-related analytics trends with American Electric Power’s Stephen ...

Adobe today announced a number of new features for Customer Journey Analytics, its tool for tracking customers across platforms that is part of the company’s Experience Cloud portfolio. As the ...

Pegasystems announced today it has acquired Qurious.io, a provider of a cloud service that analyzes voice calls in real time to enable customer service representatives to better determine their next ...

If you think back to your time in physics class, you may remember what is known as Newton's law of action and reaction. Stated simply: With any interaction, a collision results in a force being ...