Why Care About Customer Journey Analytics?June 5, 2020May 2, 2021Analytics, Customer Experience (CX), Customer Journey Analytics (CIA), Posts, Publications, Strategy
Customer Service Is Everyone’s ResponsibilityMarch 1, 2019Customer Experience Analytics, Customer Journey Analytics (CIA), Management & Operations, Posts, Technology & Applications
Speech Analytics and AI Is a Winning CombinationFebruary 25, 2019Analytics-Enabled QA, Artificial Intelligence (AI), Customer Journey Analytics (CIA), Posts, Surveying, Technology & Applications
These 8 Technologies Are Transforming the Contact CenterAugust 18, 2017Automatic Call Distributors (ACDs), Cloud Technology, Customer Journey Analytics (CIA), Dialing, DMG in the News, Intelligent Virtual Agents, Interaction Analytics (Speech & Text), Knowledge Management, Mobility, Posts, Systems & Applications, Technology & Applications, Voice Biometrics
Reality Check: Will Customer Journey Analytics Be the Next CRM?April 10, 2017Customer Journey Analytics (CIA), Strategy
Turn Speech Analytics into an Enterprise Change AgentFebruary 24, 2017Interaction Analytics (Speech & Text), Publications
The Customer Journey Matters, Every Step of the Way January 14, 2015Contact Center, Customer Journey Analytics (CIA), Publications