The Feedback Analysis business is still growing relatively slowly. I find this baffling having been in this industry over five years and seen the concrete strategic and operational improvements, and the cost savings in contact centers. The challenge is the same as with any Business Intelligence system: what is the value of better and more timely information? The lack of concrete ROI calculations could be the main reason why many companies have delayed the investment.
Ash cloud from the eruption of Iceland's Eyjafjallajokul volcano.
Daniel Emilsson via Flickr/Creative Commons