CX Journey

JULY 9, 2015

Image courtesy of karith There are many voices you need to listen to when developing your customer experience strategy. You listen to your customers and to your employees. Think those are the only voices you should be listening to in order to improve the customer experience? You do listen to them, right?

VOE 74

VOE Unstructured Data Customer Experience VOC 74

Lumoa

OCTOBER 31, 2021

The Lumoa platform has been integrated into Forsta’s world-class experience platform to provide advanced AI-driven analytics to customers seeking to quickly identify the trends and insights that matter the most. Both solutions also support more than 60 international languages.

VOE 78

VOE VOC Unstructured Data Artificial Intelligence 78

CX Journey

JULY 10, 2014

What is big data? and how is it used to deliver a great customer experience? Big data" has been defined in many different ways and seems to most often refer to the sheer volume of data, but for the purpose of this article, I''m going to refer to the data sources. Data must be centralized.

Unstructured Data 71

Unstructured Data Customer Experience VOE Data Mining 71

Execs In The Know

DECEMBER 6, 2021

Numerous organizations are talking about the importance of connecting employee and customer experience to build an effective hybrid contact center workforce. Understand what the most impactful irritants are for customers and employees and fix those first. Where to Start. 1: Understand & Connect; Then Address.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

Numerous organizations are talking about the importance of connecting employee and customer experience to build an effective hybrid contact center workforce. Understand what the most impactful irritants are for customers and employees and fix those first. Where to Start. 1: Understand & Connect; Then Address.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52