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Now more than ever, customer experience (CX) is every business’s last sustainable competitive advantage. Yet too many brands are falling behind the curve. According to Forrester, CX remained stagnant between 2017 and 2018, and improved a mere 0.4 percent last year. With COVID-19 currently impacting every level of every industry, companies are faced with a […]

Working in the customer service field isn’t easy. It requires strong communication and persuasion skills, patience, empathy, the ability to work under pressure and recommend innovative solutions, and numerous other skills. Customer satisfaction is the goal many service industries, such as retail, hospitality and food service, strive to reach. Contact center agents face additional obstacles in the […]

Artificial intelligence (AI) is getting a bad reputation. There’s a lot of buzz about emerging tech stealing the jobs of hardworking people — especially those in the customer experience (CX) field. And while Forrester predicts that 1 out of 4 CX professionals will lose their jobs in 2020, it has little to do with employers implementing AI. […]

Truly listening to understand your customer is one of the most important [and underutilized personal] tools that most brands aren’t doing today,” CX Journey CEO and Forbes Councils member, Annette Franz, recently told me. You might think that’s a bold statement but there’s a reason why her name carries weight in the CX space. According […]

Getting emotional. It’s a concept rarely discussed in business. But before you grab a tissue and brace yourself for a sob story, let me explain how getting emotional is essential for building a five-star customer experience (CX). Research from Forrester shows that emotion has a bigger impact on brand loyalty and customer retention than ease of engagement and CX […]

QY Research valued the global speech analytics market at $950 million last year and expects it to grow at a compound annual rate of 13.8 percent through 2025. Speech analytics, QY Research says, has become increasingly popular among businesses because of the huge amount of data produced as a result of rising call volume. In […]

Data indicates that January and February are the most popular months for employees to leave their jobs. For contact centers, where turnover rates are already between 30-45%, this potential increase in agent churn doesn’t exactly say, “Happy New Year!” Luckily, AI-powered speech analytics can help prevent churn during the annual season of turnover by giving agents […]

CallMiner remains driven to capture new innovations. CallMiner ended 2019 with a bang, closing a $75 million investment round with Goldman Sachs. It’s the largest single investment ever made in the speech analytics firm founded in Fort Myers in 2002. It’s also one of the largest onetime capital investments made in a Southwest Florida company […]

From time to time I come across research from outside of the service and experience domain that makes me wonder whether or not the findings can be applied to help us better understand how we can improve team performance, service and experience. One such study published in 2016 in the Journal of Consumer Research by Professor Jordan […]

Compliance across channels CallMiner has been analyzing telephone conversations for nearly 2 decades and sells a platform for interaction analytics management called Eureka. Now that most companies are omni-channel, it is important to also handle chat, text, email, and social media messages. The ability to scale up is also critical. “One of our first clients was […]

Are you worried about fraud? Concerned about giving out your credit card number or Social Security number over the phone—or to an AI (Artificial Intelligence)-fueled bot? You’re not alone. According to Sitel Group and CallMiner’s recent Preventing Fraud & Preserving CX with AI Report, more than nine in 10 (92%) consumers in the U.S. are […]

Is this finally the year we transform the customer experience (CX)? Consumers have been promised dramatic improvement for years now, but data shows that increases in satisfaction have failed to materialize. In fact, Forrester’s annual CX Index reports that between 2017 and 2018, the index didn’t improve at all, and in 2019 the index improved […]

“That’s bad!” means something different to people of different generations and in different contexts. Sometimes it means something is bad, but in other uses it’s a statement of positivity. One of the key areas of natural language processing (NLP), a subset of artificial intelligence (AI) is sentiment analysis, the ability to understand emotional tones in […]

GS Growth makes initial investment in maker of speech-analytics software By Jared Council CallMiner Inc., a developer of speech-analytics software powered by artificial intelligence, said Monday that it raised $75 million in new venture funding from GS Growth, an investment unit of Goldman Sachs Group Inc. The Waltham, Mass.-based company, which has about 250 employees, […]

Customer centricity has taken over when it comes to competitive differentiation. But if that’s the case, then why are so many companies fueling consumer anger? Data from over 82 million calls using artificial intelligence (AI)-fueled speech analytics revealed the use of consumer profanity in the call center is at an all-time high – creating a detrimental impact […]

Customer listening isn’t a new concept, but as consumer expectations become increasingly demanding, understanding the true voice of the customer (VoC) is critical, writes, Jeff Gallino, Founder & CTO, CallMiner. Customer listening isn’t a new concept, but as consumer expectations become increasingly demanding, understanding the true voice of the customer (VoC) is critical. Customer listening […]

Discover why actionable insights on customers’ emotions and sentiment are essential for customer experience success. Every customer behavior is driven by an emotion, and as we know, some emotions are more powerful than others. Anger, disgust, rage — these are feelings that typically lead to customer churn and a very negative perception of a brand. […]