DMG Consulting

APRIL 14, 2023

Most departments in an enterprise will benefit from a firsthand view of what customers think about the job they are doing; this includes auditing and compliance, risk management, legal, and collections departments. Sentiment analysis, for example, provides insights into the experience of both the customer and the employee.

Omnichannel 48

Omnichannel Sentiment Analysis Net Promoter Score Contact Center 48

ClearAction

OCTOBER 16, 2019

That’s not as impossible as it seems, given the promises of today’s technologies. Outside-in context should be natural for marketers, with access to market research, customer intelligence and predictive analytics. For example, Legal and Operations functional areas obviously play major roles in customer experience performance.

Customer Experience 59

Customer Experience Net Promoter Score Predictive Analytics Customer Acquisition 59

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. the future is a mix of using technology as best as humanly possible and gaining the organization’s real trust. I love that.

Non-Profits 37

Non-Profits Customer Experience B2C B2B 37