Bringing Emotion in to Customer Intelligence

In 1995, Daniel Goleman published a book titled ‘Emotional Intelligence’, and although this book was well received at the time, and is still used as a reference work by many management training companies, it seems to have had very little impact upon Customer Experience Management (CXM) practitioners. This is unfortunate, as ...

Will VoC Drive Marketing in 2015?

Sunday, January 18, 2015 0 No tags Permalink

Take a look at how the likes of Amazon and eBay are using technology to really ramp up their marketing game, and it becomes clear just how effective technology can be when it comes to boosting sales. Over recent years, marketing has been one of the top IT spenders within many ...