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October 15, 2010  12:38 PM

Customer service excellence reaches the bottom line



Posted by: Barney Beal
customer experience management, RightNow, voice of the customer

I tend to be pretty skeptical about vendor-sponsored research. For all the claims that the research firm conducts its study independently, the firm knows who's buying it and they want to get work in the future. However, the results of the

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June 4, 2010  7:28 PM

Reflections on the Text Analytics Summit



Posted by: Barney Beal
analytics, text analytics, voice of the customer

I spent an afternoon at the Text Analytics Summit in Boston recently. While the technology remains a small market with some niche applications, each year it seems there are more and more use cases. The most compelling (for us here at SearchCRM.com anyway) come from using text analytics to fuel...

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