The Changing Priorities of CXM

Gartner Inc. has recently completed a study, which predicts that during 2015, many companies will start to change the focus of their Customer Experience Management (CXM) projects. The study took in the views and opinions of almost 300 CXM thought leaders across wide range of businesses, markets and regions. The study ...

Top CXM Issues from Digital Cream 2015

The Digital Cream 2015 event took place recently, and Customer Experience Management (CXM) trends were high on the list for discussion. Indeed, speakers at Digital Cream 2015 clearly stated that CXM should be top of the list of priorities for marketers in 2015. The premise behind this statement is that in ...

Text Mining as a Building Block for VoC Analytics

We have witnessed amazing advances in Voice of the Customer (VoC) technology over the last two years. Indeed, our own SandSIV VoC Hub™ product has reached a level of feature maturity that far outstrips our expectations across the past 12 months. The rapid maturity of Big Data tech has been both ...

Leveraging Predictive Analytics in CXM

Several independent studies have predicted that the volume of Voice of the Customer (VoC) data that the average company will capture, is set to rise by around 23% per year, through to 2018. In simple terms, the volume of VoC data we typically capture will double in the next three ...