Data Analytics

In times of crisis -- like right now -- people are naturally anxious. They are unsure of what will happen next. They...

New decade, new retail. At National Retail Federation (NRF) “Big Show” conference in New York City, business leaders defined what will make for exceptional...

In the era of the customer, companies are adopting digital initiatives and making changes to established business models, processes, and systems to...

There’s an old saying that says sometimes you have to look back to move forward. In the contact center space, interaction analytics,...

On Nov. 12th Disney Plus entered the streaming world and effectively started the Streaming Wars. Amassing 10 million users on day one and possibly...

As consumers, we live in a golden age. It has never been easier to find, purchase, watch, or listen to what we...

Following weak holiday season sales, retailers are hopeful that aligning the in-store experience with online shopping will spur a turnaround.

One of the biggest challenges that telecom industry executives face is customer churn. While churn rates vary by country and by provider, annual churn rates for telecom companies average between 10 percent and 67 percent, according to the Database Marketing Institute. And while there are a variety of reasons that customers disconnect from wireless providers in particular - dissatisfaction with the quality of service, cost, poor customer support - the use of customer data and analytics is providing decision-makers with new ways to identify potential triggers for churn and opportunities to strengthen customer relationships.

The way we communicate is rapidly changing. Texting is becoming the preferred means of mobile conversation and some companies are abandoning voice mail.