Customer sentiment is the emotional tone or attitude expressed by customers toward a brand, product or service. Understanding this can give companies a significant advantage in shaping business ...

Customer journey analytics software aims to help businesseses understand, optimize and personalize every step of the customer experience. By aggregating and analyzing data from touchpoints across both ...

Understanding customer feedback is important to improve products and services, enhance customer satisfaction, and drive business growth. Several customer feedback analysis tools have emerged to help ...

Overview: Practical projects show how data supports real decisions across industries and services.Analytics skills grow stronger through hands-on work with real ...

This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...

Behavior-tracking software firm Amplitude Inc. revealed today that it has acquired Kraftful Inc., a “Voice of Customer” startup, for an undisclosed price. Founded in 2019, Kraftful offers a product ...

Robbie Morrison, CEO of Velosio, is a technology leader with 30+ years of experience driving business success through innovative solutions. Business leadership is not for the faint of heart. It ...

Forbes contributors publish independent expert analyses and insights. Gary Drenik is a writer covering AI, analytics and innovation. We’ve all experienced bad customer service. I tried to resolve a ...

If you’ve been working in financial services for as long as I have, you’ll agree there’s hardly ever a dull moment! With ...