Top 5 Use Cases for Delivering Business Value with Speech Analytics

[vc_row][vc_column][vc_column_text]Speech Analytics has exploded in adoption in recent years.  As consumers get increasingly survey fatigued, many customer experience teams are looking for other ways to gather insights.  Speech Analytics tends to fit the bill – it utilizes customer interaction recordings of conversations already occurring and...

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Brand Loyalty

Consumer Brand Loyalty is ‘Up for Grabs’ – and what to do about it

Consumers have been forced to change the way they work, shop, eat, travel, and even get healthcare due to COVID-19. They are re-thinking what matters most during their brand interactions – safety, selection, convenience, loyalty program, etc. All of this has inherently caused significant behavior...

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Why Journey Maps Are Not Created Equal

[vc_row][vc_column][vc_column_text] The words “Journey Maps” have become standard customer experience terminology. But, why does it mean different things to different organizations. The practice of journey mapping is quite different based on whom you are talking to. We’ve broken down journey mapping to help you pick what’s...

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