Laura DiDio is principal at ITIC. She has over 25 years of experience in IT as an analyst, consultant, writer and investigative reporter. Agencies need to increase their use of metrics and feedback to ...

WALTHAM, Mass.--(BUSINESS WIRE)--CallMiner, the leading provider of conversation intelligence to improve customer experience (CX), today announced CallMiner Outreach. Built on advanced analytics and ...

Understand innate reactions. Customers are people, and like all human beings, have subconscious reactions to their environment. Improve CX through customer behavior. A psychological lens can help CX ...

Forget vanity scores. From real-time insights to account-level health, these companies are proving that smarter CX metrics drive real business impact. Integrated CX data. Technology companies are ...

Closing the loop on customer feedback is fundamental: if a customer gives feedback about an unresolved issue — especially if you proactively asked for it — you should follow up. It seems like a ...