The Anatomy of Customer Stories

The Anatomy of Customer Stories

“When customers share their story, they’re not just sharing pain points. They’re actually teaching you how to make your product, service, and business better.” Kristin Smaby, “Being Human is Good Business” Capturing customer feedback at scale is no easy task, but vital for most companies. As the quote from Kristin Smaby explains, there are a ...

Executive’s View: The Future of AI in Customer Experience Management

Executive’s View: The Future of AI in Customer Experience Management

Artificial intelligence is becoming a very common topic in business discussions. Recently, I was interviewed by Gérald Fillion who was hosting a special edition of RDI ÉCONOMIE on the practical application of artificial intelligence (AI) in business. You can watch it here (in French), in case you missed it: Image source: communiques.radio-canada.ca Video source: RDI Économie ...

AI-powered Text Analytics Changes the Path from Feedback to Deep Insights

AI-powered Text Analytics Changes the Path from Feedback to Deep Insights

In the context of the Quirk’s conference, this post highlights the top changes that artificial intelligence (AI) brings to the text analytics world. Audrey will be attending “The Meaning Behind the Words: How Advanced Text Analytics Can Uncover Deeper Insights” panel on Feb. 28 at Quirk’s. We find this talk particularly interesting because both speakers ...