(By Loyd Ford) Whether you have used one for decades or maybe it’s new to you or your team, having and using a strong customer needs analysis is key to building relationships and being a problem ...

Artificial intelligence (AI) is reshaping how businesses interpret the Voice of the Customer (VoC), elevating customer feedback to actionable insights for product enhancement and proactive service.

Do you know that 82% of customers read online reviews at least sometimes before purchasing items? You should read them too because customer reviews offer great insight into your target clientele’s ...

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 ...

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 ...

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 ...

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 ...