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It’s easy to fall in love with data. Data, metrics, and analytics settle arguments; they inform decisions, predict the future, and add relevancy. It’s why companies rely on metrics such...

Customer lifetime value (CLTV) is an important tool that companies can use to allocate their resources to gain the most benefit. It’s a metric that measures the amount of value a customer...

There is an abundance of customer feedback available from social media websites, contact center notes, surveys, and focus groups, so how do you make sense of all that feedback?Text Analytics is a...

How valuable is a good customer interaction? I recently called a company for help, and the person assisting me was very patient as I needed to turn on my computer, find my password and log into my...