by Jeffrey Henning | May 7, 2014 | Blog
At the Clarabridge user conference last week, Jeff Mango, vice president of consumer and business intelligence for a major telecommunications company, discussed the art of winning over people when launching a new Customer Experience or Voice of the Customer...
by Jeffrey Henning | May 6, 2014 | Blog
Bruce Temkin of the Temkin Group presented a keynote at the Clarabridge annual user conference in Miami discussing a wide range of customer experience management issues. A key point he made was “What we experience does not equal what we remember. And our loyalty is...
by Jeffrey Henning | May 5, 2014 | Blog
At the 6th annual Clarabridge Customer Connections conference in Miami last week, Megan Burns of Forrester Research compared achieving customer experience excellence to climbing Mount Everest. “Mount Everest has become a metaphor for getting to our most audacious...
by Jeffrey Henning | Apr 23, 2014 | Blog
While crowdsourcing has been used in market research for years now, it is often compartmentalized as an input method – an open way of gathering ideas from customers, prospects, and employees. In fact, crowdsourcing can – and often should – be used throughout the...
by Jeffrey Henning | Apr 17, 2014 | Blog
Each day we’re counting down our Top 12 blog posts of 2014. Coming in at #12 is this interview originally published April 17. I recently had the opportunity to interview Tom H. C. Anderson, the founder of Anderson Analytics, about his ongoing application of text...
by Jeffrey Henning | Mar 31, 2014 | Blog
The ideal solution to analyzing a few hundred verbatim responses to a survey has yet to be found. Most text analytic programs aren’t much help here – once trained, they shine at processing tens of thousands of verbatims, but they are not much help with 200 verbatims....
