Tension: Companies have more customer data than ever, yet struggle to balance immediate revenue needs against long-term ...

To learn more about our editorial approach, explore The Direct Message methodology. Marketing is full of metaphors. We talk about building campaigns, targeting prospects, hammering home messages. But ...

Microsoft on Thursday announced a number of artificial intelligence, mixed reality, and customer insights tools for Microsoft Dynamics 365 at its Microsoft Business Forward event in Paris. There is “a ...

Customer expectations today evolve at lightning speed, and businesses face the pressing challenge of not just hearing their customers, but acting on their feedback instantly. By integrating real-time ...

To help organizations move beyond outdated feedback tools, CallMiner has rolled out Outreach, an AI-based feedback platform. Rather than relying solely on traditional surveys, Outreach combines ...

Emerging AI-powered data discovery and semantic search tools promise to cut through the fragmentation, helping CX teams turn ...

Turning data into dashboards isn’t enough. The real ROI comes when insights drive action—changing how teams work, serve customers, and grow revenue. Every company collects customer data. Surveys, call ...

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How often do you look to your customers for a true understanding of their challenges? We collect huge amounts of data on them, but rarely use that data. In fact, only 0.5% of the data available to us ...

Principal at ColemanWick, overseeing the delivery of the firm's integrated Voice of Customer services to middle-market companies. To continue reading this content ...