Alex Ross is cofounder & COO at Hire Horatio CX. Horatio CX manages the CX & other customer needs for today's fastest-growing brands. Historically, many companies used customer service surveys to ...

AI-powered customer service analytics platform SupportLogic today announced that it raised $50 million in series B funding led by WestBridge Capital Partners and General Catalyst, with participation ...

As customer expectations continue to rise and the traditional reactive models of customer service are increasingly proving to be inadequate, the quest for excellence in customer support today has led ...

As big data and analytics sweep through the customer service world, disrupting traditional processes and resetting C-suite thinking, McDonald's might not be the first consumer institution that springs ...

If you find yourself asking “what is customer journey analytics?” you’re not alone. Customer journey analytics is the weaving together of every touchpoint that a customer interacts with, across ...

With the vast amounts of data that companies collect from various sources, including customer feedback, social media, and website analytics, it has become essential to analyze this data to gain ...

It may feel like the newest AI solutions are already applied everywhere, but that’s not the case -- yet. Despite the media and industry discussion in 2023 about the potential applications of AI and ...

HOBOKEN, N. J.--(BUSINESS WIRE)--NICE (NASDAQ: NICE) today announced that it has entered a definitive agreement to acquire Mattersight (NASDAQ: MATR). Mattersight is a leading provider of cloud-based ...

Gone are the days when a simple survey could tell you everything you need to know about your customer experience. Take a look at the future of CX analytics. Traditionally, decision-makers and ...

Warranty analytics is moving beyond tracking claims and repair costs. Companies are using connected data, AI, and pre ...

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