Customer Relationship, Legal, Predictive Analytics and Voice of the Customer

Interaction Analytics: Listening in on the Omnichannel Customer Journey

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

Omnichannel Sentiment Analysis Net Promoter Score Contact Center

Learn how analytics is the key to a differentiated customer experience program with Dun & Bradstreet

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. That’s exactly how this type of data should be used.

Non-Profits

Non-Profits Customer Experience B2C B2B

Tech Customer Success

Interaction Analytics: Listening in on the Omnichannel Customer Journey

Learn how analytics is the key to a differentiated customer experience program with Dun & Bradstreet

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