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 ...

Ultimately, we are shifting to an environment where success lies in anticipating what customers want before they ask for it.

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 ...

Understanding customer feedback is important to improve products and services, enhance customer satisfaction, and drive business growth. Several customer feedback analysis tools have emerged to help ...

The voice of the customer (VoC) has long been a crucial determinant of business success. As companies focus more on customer experience, understanding the customer's voice becomes paramount. This is ...

In an increasingly complex and globalized business world, precise data and in-depth analysis have become more than just strategic tools. They form the foundation for sustainable decisions that ...

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 ...