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The Power of Embedded Analytics

[fa icon="calendar'] Jan 31, 2017 2:51:01 PM / by Matti Airas posted in customer loyalty, NPS, customer experience, crm, cem, embedded analytics, contact center, big data

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Most CEM, CRM, BI and Contact Center platform vendors have the necessary competencies and skills to solve their core domain problem with their own software development team. Additional functionality–embedded analytics services like advanced text analysis or image recognition–can and should be provided by specialized 3rd party software vendors. 

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5 rules for creating a powerful customer feedback gathering system

[fa icon="calendar'] Jan 2, 2017 12:26:17 PM / by Matti Airas posted in Customer Experience Management, NPS, CES, root cause analysis, transactional NPS, cem

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At Etuma, we have analyzed hundreds of different feedback processes and formats and seen what works and what doesn’t work. For a feedback analysis company, we have become surprisingly expert in the process of gathering feedback. We have learned how to design a survey process that both maximizes the volume of open-ended feedback and provides concrete actionable insights.


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