Customer sentiment is the emotional tone or attitude expressed by customers toward a brand, product or service. Understanding this can give companies a significant advantage in shaping business ...

Cultural sensitivity matters. Sentiment systems now account for cultural nuances, which helps support global trust and better customer relationships. Throughout my three and a half decades in the ...

Michael Podolsky, Co-founder and CEO of PissedConsumer, a review platform that helps consumers be heard and brands improve their service. I often emphasize in my writing why customer satisfaction is ...

By Mercy Amuna As Ghana’s e-commerce sector accelerates, driven by rising internet penetration, mobile money adoption, and an ...

This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...

Forbes contributors publish independent expert analyses and insights. Gary Drenik is a writer covering AI, analytics and innovation. For centuries, banks have relied on relationships and legacy ...

These are the fundamental ideas behind “interaction analytics,” getting insight into those customer interactions. The benefits of interaction analytics are many: enabling better-decision making, ...

Behavior-tracking software firm Amplitude Inc. revealed today that it has acquired Kraftful Inc., a “Voice of Customer” startup, for an undisclosed price. Founded in 2019, Kraftful offers a product ...

Chase for Business, a leading financial services provider for small businesses, has announced the expansion of Customer Insights, an interactive business intelligence platform that uses the power of ...