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 ...

Banks often struggle to get a unified voice of the customer across channels, including feedback from call centers, chatbot messages, social media and branches. Much of the data they collect is siloed ...

Customer feedback is everywhere—but few organizations turn it into action. This roundtable explores how AI and analytics reveal emotion, intent, and opportunities hidden in every conversation.

Behavior-tracking software firm Amplitude Inc. revealed today that it has acquired Kraftful Inc., a “Voice of Customer” startup, for an undisclosed price. Founded in 2019, Kraftful offers a product ...

Brand reputation is built on consumer feedback. But overcoming the schism between a brand’s desired identity and how customers actually perceive it is a challenge that many new and even ...

Have you ever wondered how businesses sift through mountains of customer feedback to uncover what truly matters? Imagine receiving hundreds, if not thousands, of product reviews, emails, or survey ...