One customer of the pet supplies e-retailer got a pleasant surprise when she left a negative review about a product sold on the company's site.
Posted January 18, 2019
Clients can now benefit from both qualitative and quantitative consumer insights.
Posted January 09, 2019
Verint will add to its omnichannel cloud voice of the customer portfolio with its acquisition of ForeSee. (Featured on DestinationCRM.com.)
Posted December 17, 2018
LivePerson Maven replaces traditional websites and toll-free phone numbers.
Posted December 05, 2018
New capabilities allowing companies to actively understand and analyze customer trends.
Posted December 05, 2018
Credit unions have traditionally been known for delivering personalized customer service, but they're not keeping pace with technology.
Posted November 16, 2018
The Community Platform provides a forum for customers to connect with fellow users, experts, and developers.
Posted November 09, 2018
The new products aim to improve experiences for customers and contact center agents alike.
Posted November 01, 2018
The airline estimates that 40 percent of the calls received can easily be handled via text, so the new service will now likely alleviate pressure on its customer service line.
Posted October 19, 2018
The partnership agreement expands Connex's customer engagement offerings.
Posted October 18, 2018
Converseon's language models provide machine learning around social media listening intelligence. (Featured on DestinationCRM.com.)
Posted October 16, 2018
Once a coveted, respected retailer, today Sears is a brand on the brink of bankruptcy, with empty shelves across many locations—and customer service is a big part of the problem, customers and experts agree.
Posted October 12, 2018
Integration with Google AI technology brings conversational AI to the Freshworks customer engagement platform through voice interactions. (Featured on DestinationCRM.com.)
Posted October 11, 2018
Avaya is deepening its partnership with Cogito to enhance customer experience through joint development
Posted October 10, 2018
Partnership combines CallMiner contact center engagement analytics with Medallia's solicited feedback data. (Featured on DestinationCRM.com.)
Posted October 09, 2018
Only 16 percent of agents find that systems and tools actually help them handle customer issues, and even fewer—just 12 percent—say tools simplify their day-to-day work.
Posted September 28, 2018
INI FormStudio simplifies self-service response collection with support for visual IVR, transcription engines, and speech-to-text.
Posted September 18, 2018
New capabilities bring artificial intelligence and machine learning to deliver and make sense of data. (Featured on DestinationCRM.com.)
Posted September 07, 2018
Instant CSAT allows organizations to gauge customer satisfaction instantly and non-intrusively.
Posted August 08, 2018
MarketsandMarkets projects the contact center software market to exceed $35 billion by 2023.
Posted August 07, 2018
Despite delays and other airline-related travel challenges, consumers are actually pretty satisfied with the aviation industry these days, according to the latest North American Customer Satisfaction Study out from J.D. Power, which was released earlier this week.
Posted June 01, 2018
Predictive Net Promoter Score capability is the central change in the Foresee CX Suite.
Posted May 24, 2018
The Spring 18 release of CXone delivers a new voice of the customer product, Workforce Optimization updates, Omnichannel Routing enhancements, and seamless UCaaS integrations.
Posted April 30, 2018
With recent pet-related problems in the news and rising ticket prices, airlines have seen their customer satisfaction drop by 2.7 percent year over year to a score of 73 on a scale of 0 to 100, according to the American Customer Satisfaction Index (ACSI) 2018 Travel Report.
Posted April 27, 2018
BirdEye's Annotation feature lets users override machine learning-based insight to make it smarter over time. (Featured on DestinationCRM.com.)
Posted April 20, 2018
The new contact center software platform supports more telephony platforms, privacy regulations, and omnichannel interactions.
Posted April 18, 2018
Speakers emphasized putting humanity first in customer and employee experiences.
Posted April 10, 2018
Calabrio ONE with Sentiment Analysis helps companies capture and interpret customer insights.
Posted March 27, 2018
ConvergysCX is a cloud-based voice of the customer solution. (Featured on DestinationCRM.com.)
Posted March 20, 2018
Additional capabilities help companies make sense of omnichannel customer feedback.
Posted March 07, 2018
Improvements increase the speed and accuracy of customer feedback analysis at scale.
Posted February 13, 2018
When it comes to delivering customer service during a time of crisis, customers don't want polite apologies and sympathy—they want fast solutions, new research suggests.
Posted January 19, 2018
The latest release of Confirmit Horizons offers machine learning and other usability enhancements.
Posted December 20, 2017
Alorica will offer Verint Voice of the Customer and Workforce Optimization as part of its advanced analytics and CX intelligence solutions. (Featured on SpeechTechMag.com.)
Posted November 28, 2017
Innovations help users understand customer sentiment and identify root causes.
Posted November 09, 2017
The NICE Satmetrix solution is a fully-integrated, self-service, analytics-driven voice of the customer offering. (Featured on DestinationCRM.com.)
Posted October 11, 2017
Enghouse's Survox acquisition broadens its portfolio of contact center solutions.
Posted September 08, 2017
A proper CEM program looks at far more than just one metric or department.
Posted September 01, 2017
Clara is an AI-driven intelligent agent for collecting and acting on customer feedback.
Posted August 17, 2017
Survey design has everything to do with whether customers will provide their feedback.
Posted August 08, 2017
Customer complaints and business success are not necessarily mutually exclusive.
Posted July 11, 2017
Don't ask questions if you're not prepared to act on the results.
Posted June 30, 2017
New product release offers AI-based Conversational Surveys, Omnichannel Case Management, and CX-Focused Machine Learning. (Featured on DestinationCRM.com.)
Posted May 02, 2017
The latest version of Confirmit's Horizons analytics platform adds new text analytics capabilities.
Posted March 23, 2017
Building the business case for customer experience in 2017.
Posted March 21, 2017
The key to successful customer experience and employee engagement programs now lies in uniting voice of the customer and voice of the employee programs.
Posted January 24, 2017
A comprehensive industry solution lets retail banks collect and act on customer feedback. (Featured on SpeechTechMag.com.)
Posted January 17, 2017
AskMe lets consumers and employees complete mobile surveys with or without an Internet connection.
Posted January 10, 2017
The acquisition of OpinionLab strengthens Verint's voice of the customer and enterprise feedback management solutions portfolio.
Posted November 16, 2016
Confirmit Fast Track is a voice of the customer solution that can be combined with other business systems.
Posted November 16, 2016