Connect makes it easier to keep more stakeholders informed, and to capture customer sentiment at scale”— James Ward, ...

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 ...

Editor's note: This article was updated May 16, 2025 with new data and content. It was originally published Nov. 21, 2024. Contact Center as a Service (CCaaS) is a cloud-based customer experience ...

Forbes contributors publish independent expert analyses and insights. Kathleen Walch covers AI, ML, and big data best practices. Sep 29, 2024, 11:42am EDT Many companies are turning to AI to help with ...

When it comes to data, marketers have focused primarily on the quality of the structured data in their CRM and marketing automation platforms over the past 15 years. In my March article, I discussed ...

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 ...

TAMPA, Fla.--(BUSINESS WIRE)--Syncro, a leading platform provider for managed service providers (MSP) and IT professionals, today announced the launch of its latest feature, Ticket Sentiment Analysis, ...

Find the best predictive analytics tools to boost customer experience with clear top picks, pricing guidance, and an easy how-to choose checklist. Predictive analytics tools are revolutionizing ...

Gaining customer trust has long been cherished among executive teams as a way to build brand value. Traditional metrics have been central for managing customer trust. But digital media and associated ...