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 ...

Sentiment analysis — a technique that uses natural language processing (NLP), machine learning (ML) and AI to gauge emotions in customer interactions — has emerged as a powerful tool for uncovering ...

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 ...

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 ...

In today's data-driven world, businesses are drowning in customer information. Customer interactions are increasingly omnichannel and digital, and there is a deluge of data. There is huge value to be ...

Customer data platforms (CDPs) first gained popularity among marketing users as the technology tackled the marketing function’s complex customer data management challenges. These challenges included ...

A customer relationship management (CRM) system and a customer data platform (CDP) may initially appear to serve similar functions. However, while they certainly share some functionality, they are ...

For years, companies have been moving their most valuable customer data into countless different systems used by marketing, ...

Overview: Practical projects show how data supports real decisions across industries and services.Analytics skills grow ...