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Blog: CX Analytics

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Is Google Duplex Dehumanizing Customer Experiences?

Earlier this month Google demonstrated its new artificially intelligent feature Duplex, in which a Google Assistant called a hair salon to book an appointment, carrying on a very human-like...

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B2B Sales Analytics: Help your Sales Team Work Smarter, Not Harder

Let’s face it: in today’s B2B landscape, the buyers call the shots. Buyers today are proactive, research their own options, and often include many decision makers rather than just one...

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Get to the Heart of the Matter by Quantifying Emotion

We like to think we’re capable of making purely logical decisions—but we’d be lying to ourselves. Studies show that many of our decisions are greatly influenced by emotion. And...

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The Role of Emotions in Customer and Employee Experience

In a world where many products and services are now seen as commodities able to be purchased anywhere, from anyone, and only when needed, many organizations are struggling to find and retain...

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Facing Hard Data Truths

With Facebook and tech companies in the news, two stories are playing out that speak volumes about the public’s appetite for data-driven ads and Facebook’s ability to adapt.Business as...

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Everyone wins when humans and bots join forces

Every year the latest technology makes our lives faster, more mobile, and a little less human. And the same can be said for business. As the proliferation of channels, data, and innovation make...

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The Missing Piece in AI Programs: Emotion

In the realm of big data analytics, there is an urgent demand for systems to evolve its artificial intelligence (AI) with emotional intelligence. Understanding customer’s emotions is key. The...

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Customer Experience Lessons From CES 2018

Once a year in Las Vegas the tech world shines brighter than the boulevards and casinos. This year’s 2018 Consumer Electronics Show (CES) showcased the latest innovations from the smartest...

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Text Mining for Data Gold in the Contact Center: A Client Story

Despite a growth in digital and self-service customer service channels, customers still use the standard, live-support channels—73 percent use the phone, 68 percent use email, and 58 percent...

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Are You Making Things Too Complicated for Customers?

Complexity is a natural byproduct of growth. As companies expand and introduce new products through acquisition or through internal development, there is a tendency to become more complex. Before...

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