
Customer Experience was one of the subjects most talked and written about during 2014, and I expect this to continue in 2015. Many observers and analysts, including me, believe it can be the difference between companies succeeding or going out of business. Yet debate continues to define what customer experience is and how to manage it. Some think the best tools are “voice of the customer”...
Read MoreTopics: Big Data, Customer Analytics, Customer Experience, Customer Feedback Management, Speech Analytics, Analytics, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Text Analytics