Next Generation: Voice of the Customer

Firms have an unprecedented ability to listen to and understand changing customer needs. Advanced technologies turn unstructured social media posts or contact center transcripts into meaningful and actionable insights. Predictive analytics hone the noise of billions of interactions into signals that can help firms avoid scaling costly mistakes and tap into emerging opportunities.…

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Do You Like Taking Surveys? (A) Yes (B) No

Tips to Keep in Mind for Deploying Organizational Surveys It seems today that we are constantly asked for feedback, ideas for improvement, and preferences from the companies we interact with. Whether it be post-purchase emails, spam pop-up windows, static feedback links, or “suggestion” adds, organizations are finding ways to creatively engage customers for their thoughts and opinions for...

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Internal Surveys: A Fast, Free BI Tool and 5 Simple Keys to Using Them Effectively

As evidenced by the proliferation of business intelligence tools and vendors, the pursuit of metrics and data is essentially ubiquitous to businesses of every size and industry.  Gartner predicts business intelligence software revenue will reach $13.8 Billion in 2013, climbing to over $17 Billion in 2016 (Source: CMS article citing Gartner).  Given the macro-level uncertainty...

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