Digital channels give organizations an opportunity to personalize the journey of their customers using the insights gained from this mutual data exchange. Customer service and support (CSS) leaders ...

Lee Davis is a tech analyst who has been covering the document imaging industry for over five years. Currently, Lee is the Associate Director of Software and Scanners at Keypoint Intelligence, where ...

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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 ...

To effectively track customer retention and ensure growth, customer experience (CX) leaders must have a clear view of customer retention as a basic statistic, as well as lifetime value (LTV). By ...

Conversocial, a provider of social media tools, has launched the Conversocial Analytics Platform (CAP) designed to provide a range of new analytics focused on customer service performance.

LONDON--(BUSINESS WIRE)--Quantzig, a premier data analytics and advisory firm, recently interacted with leading asset management firms to understand how data and analytics is helping them drive better ...

The latest updates to the Five9 platform help companies create fluid experiences across digital and voice channels and unlock more value from their contact center data. SAN RAMON, Calif.--(BUSINESS ...

Join our daily and weekly newsletters for the latest updates and exclusive content on industry-leading AI coverage. Learn More FullStory, a customer experience analytics company, today announced it ...

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.

With an increasing number of enterprise systems, growing teams, a rising proliferation of the web and multiple digital initiatives, companies of all sizes are creating loads of data every day. This ...

Customer service and support leaders cited customer data and analytics as their top priorities for achieving organizational goals in 2023, according to a survey from Gartner. In the survey, 84 percent ...