Blogs
How content analytics of calls delivers three major business benefits
Content analytics of calls is one of the largest untapped data resources globally. It is a treasure chest on which companies sit...
3 examples how to turn massive customer data into insights
From massive data into actionable insights. That is the focus on these 3 example company cases I briefly describe. When you have...
Why is customer experience management most effective when utilizing recurring themes in customer communication?
Customer experience management is challenging when you don’t know why the customer gave a particular rating for the service. Also, there might...
Failure demand arises when service organisations are structured and measured with the logic of industrial production
Failure demand is a common but at the same time an unknown phenomenon in service organisations. Failure demand is often associated with...
5 Ways How AI Is Revolutionizing NPS Feedback Analysis
NPS open text feedback analysis has been mostly ignored, and the focus has been on the Net Promoter Score alone. NPS is a commonly...
