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 ...

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 ...

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 ...

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 ...

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 ...

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 ...

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 ...

Imagine a world where your customer service function anticipates customer needs and executes outreach campaigns flawlessly, all with minimum or no manual intervention. This is not a distant ...

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 ...

Customer service is the direct, one-on-one interaction between a consumer making a purchase and a representative of the ...

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