2023 CXM ML VOC 
ClearAction
JUNE 25, 2023
My article this year, 23 Customer Experiences Practices You Should Stop in 2023 , is an eye-opener to what we should NOT perpetuate. What was good in 2010 is probably not best in 2023. Instead of focusing VoC on touchpoint management , use AI/ML to combine the vast array of customer data sources and to find patterns.
ClearAction
JULY 11, 2023
It collects an abundance of customer insights that are more valuable than the VoC you pay so much for! Your AI/ML/big data is grossly incomplete without mining Customer Service calls. It’s a CXM system connected with business results. It makes up for sloppy management throughout your enterprise. I love it.
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