Customer Journey Analytics (CIA)

Why Care About Customer Journey Analytics?

June 5, 2020May 2, 2021
Analytics, Customer Experience (CX), Customer Journey Analytics (CIA), Posts, Publications, Strategy

Customer Service Is Everyone’s Responsibility

March 1, 2019
Customer Experience Analytics, Customer Journey Analytics (CIA), Management & Operations, Posts, Technology & Applications

Speech Analytics and AI Is a Winning Combination

February 25, 2019
Analytics-Enabled QA, Artificial Intelligence (AI), Customer Journey Analytics (CIA), Posts, Surveying, Technology & Applications

These 8 Technologies Are Transforming the Contact Center

Reality Check: Will Customer Journey Analytics Be the Next CRM?

April 10, 2017
Customer Journey Analytics (CIA), Strategy

The Customer Journey Matters, Every Step of the Way

January 14, 2015
Contact Center, Customer Journey Analytics (CIA), Publications

Voice Is Changing, Not Disappearing

July 28, 2014
Contact Center, Customer Journey Analytics (CIA), Interaction Analytics (Speech & Text), Publications, Self-Service / IVR / IVA, Visual IVR