Customer experience professionals at American Express have shifted its Voice of the Customer model to one based on sentiment. Customers want easy, omnichannel options that are often digital-first and ...

Andrew Jenkins has worked as an information analyst for an intelligence agency in Washington, D.C., for over 14 years. He is the author of the 2022 book, The Devil Made Crypto. Follow him on LinkedIn.

Artificial intelligence (AI) is reshaping how businesses interpret the Voice of the Customer (VoC), elevating customer feedback to actionable insights for product enhancement and proactive service.

Most of us don’t enjoy scrolling through countless online reviews, trying to decipher whether customers are genuinely satisfied or just being sarcastic. It can feel like trying to read between the ...

In Salesforce’s most recent State of the Connected Customer study, 80% of respondents said a company’s customer experience is as important as its products and services. Sixty-five percent said they ...

As firms demand more data to find alpha, better manage risk, and more efficiently handle regulatory needs, they are having to turn to artificially-intelligent tools, namely, algorithms that ...

Can ChatGPT Do Reliable Call Center Sentiment Analysis? Your email has been sent AI tools can make call center sentiment analysis faster and more affordable. Discover how to use large language models ...

🛍️ The best Cyber Monday deals you can shop right now (updating) 🛍️ By Charlotte Hu Published Mar 23, 2022 3:00 PM EDT Get the Popular Science daily ...

For data-driven businesses, star ratings represent a treasure trove of invaluable insights. They offer a compelling, easily accessible glimpse into customer sentiments surrounding your business, ...