DMG Consulting

DECEMBER 7, 2021

This includes auditing and compliance functions that need to make sure employees follow the company’s rules and guidelines when interacting with customers and prospects. The legal department can capture and understand facts from the voice of the customer or the voice of the employee, to support a legal position.

Text Analytics 77

Text Analytics Contact Center Legal Artificial Intelligence 77

DMG Consulting

APRIL 14, 2023

Interaction Analytics: Listening in on the Omnichannel Customer Journey View this article on the publisher’s website. Interaction analytics (IA) literally listens to (or reads) the voice of the customer and interprets what they are saying (or writing) and how they feel about a company, product, or service.

Omnichannel 48

Omnichannel Sentiment Analysis Net Promoter Score Contact Center 48

ClearAction

JANUARY 14, 2015

Multiple Influencers : If different groups 2 in the customer company have different perspectives, how well are they understood and accommodated – not only by the account team per se, but also by other functional areas in the supplier company who could help if they were better informed? SunGard: Chief Customer Officer as Change Agent.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97

Qualtrics

FEBRUARY 26, 2019

That’s the behavioral aspect of analytics. The predictive analytics tell you “who” to target, but the behavioral data tells you “when” to target them. It doesn’t always have to be a direct selling model for customers. I love that.

Non-Profits 37

Non-Profits Customer Experience B2C B2B 37