To effectively track customer retention and ensure growth, customer experience (CX) leaders must have a clear view of customer retention as a basic statistic, as well as lifetime value (LTV). By ...

Lee Davis is a tech analyst who has been covering the document imaging industry for over five years. Currently, Lee is the Associate Director of Software and Scanners at Keypoint Intelligence, where ...

Alex Ross is cofounder & COO at Hire Horatio CX. Horatio CX manages the CX & other customer needs for today's fastest-growing brands. Historically, many companies used customer service surveys to ...

Customer journey analytics software aims to help businesseses understand, optimize and personalize every step of the customer experience. By aggregating and analyzing data from touchpoints across both ...

"The contact center industry has been solving problems in isolation for too long," said Jim Dvorkin, SVP of Customer Experience Products at RingCentral. "What we're delivering is complete customer ...

Taking a close look at speech analytics, what it is, why it is important, and what we believe are the best speech analytics platforms available today. Speech analytics plays a vital role in ...