New analytics platform enhances customer satisfaction and increases revenue.
Posted December 20, 2013
Mobile apps, virtual agents and knowledge management poised to lead customer service strategies.
Posted December 19, 2013
Solution mobilizes brand advocates by inviting customers to share their positive experiences on social media.
Posted November 13, 2013
Alliance brings best-of-breed Voice of the Customer strategies to Europe.
Posted November 07, 2013
Are you making assumptions about your customers' expectations? In the era of social media, there is no excuse for not listening to the voice of the customer.
Posted November 04, 2013
Study finds that analytics and mobile will become more important as solutions mature.
Posted October 24, 2013
Using both traditional and new methods of collecting customer feedback, the newly combined company aims to take a large stake in the multibillion-dollar customer experience management and voice of the customer markets.
Posted October 08, 2013
By matching accountability with feedback, companies can now proactively engage customers and circumvent negative experiences.
Posted September 11, 2013
New features include real-time chat and a gamification platform.
Posted September 04, 2013
Verint bets that by engaging your front-line employees, you'll also engage your customers, create better care, improve satisfaction and loyalty, and realize higher profits.
Posted August 27, 2013
When it comes to social media, some companies "get it" and have grabbed opportunities to be early adopters and have a presence on the front lines. However, many businesses have yet to get on board and be a part of customer conversations. If your company is the latter, it's time to have a conversation with your CEO.
Posted August 22, 2013
Good or bad, some experiences stay in consumers' minds for years. The difference between the two lies in the hands of your employees.
Posted August 20, 2013
A new virtual agent provides real-time voice of the customer data analysis gathered from omnichannel environments. The solution also automatically structures information and allows organizational departments to identify and compare customer trends.
Posted July 23, 2013
Solution captures voice of the customer feedback at the point-of-experience.
Posted July 23, 2013
The new solution helps companies who may be challenged with detecting and analyzing customer complaints and compliance violations. When not addressed, these can result in costly, large-scale remediation and significant regulatory fines.
Posted June 17, 2013
Company offers Cost-to-Serve, Call Avoidance and Service Recovery solutions.
Posted June 13, 2013
Verizon tops in multiple industries, Comcast makes gains but remains low.
Posted May 22, 2013
The tool can be used to analyze text from Facebook, Twitter, customer forums and chat transcripts.
Posted May 10, 2013
Efforts reflect changes in CEM strategy.
Posted April 23, 2013
New offering combines text discovery and sentiment analysis with predictive analytics.
Posted April 23, 2013
Fizzback voice of the customer solution to enhance customer experience.
Posted April 10, 2013
New research evaluates the computer customer experience.
Posted April 08, 2013
CME company renames itself.
Posted March 29, 2013
Survey finds that in-store experience and Web sites also factor in customer loyalty.
Posted March 14, 2013
Bank also scores first in brand impact.
Posted March 14, 2013
Smaller online retailers narrow Amazon's lead.
Posted March 12, 2013