B2B customer support firm TeamSupport has added sentiment analysis technology, powered by IBM's Watson, to its customer relationship platform. The new tech provides automatic text analysis of email or chat responses to assess how a customer feels, so customer support teams can prioritize and personalize their outreach efforts. It includes predefined categories such as "satisfied" and "frustrated." The sentiment analysis capability is an addition to TeamSupport's Customer Distress Index...
Flanked by former New Mexico Gov. Bill Richardson, Google chairman Eric Schmidt arrived Monday in North Korea. Richardson, who also is a former UN ambassador, has characterized the trip as a "private humanitarian mission" -- a far more hospitable description than ones coming from the U.S. State Depa...
After years spent battling obstruction of justice charges in an investigation of Credit Suisse First Boston, former investment banker Frank Quattrone is back with an investment firm of his own. Qatalyst Group, launched Monday by Quattrone and some former colleagues, is a technology-focused merchant ...
Philips Electronics said Thursday it had reached an agreement to sell a majority stake in its semiconductor business to a group of private equity firms for US$4.4 billion. Philips said the sale would enable it to focus on its core business of producing consumer and industrial electronics devices. Ko...
High-profile equity firm Kohlberg Kravis Roberts & Co. has unveiled a deal for an affiliate to acquire Indian software company Flextronics for $900 million. Flextronics will retain a 15 percent equity stake in the software business with the deal, which represents KKR's first such stake in India...
A new study released this week by Boston-based Strategy Analytics offers an ominous warning -- companies focused on supplying light-emitting diodes (LEDs) for liquid crystal displays (LCD) and keypad backlighting functions will see their revenues plummet an astounding 41 percent in the next three ye...
The agency charged with Internet oversight may give its blessing to single-letter domain names, which have been reserved since 1993. The Internet Corporation for Assigned Names and Numbers (ICANN) will decide this and other issues at a meeting in Vancouver, B.C., this weekend. Single-letter domains ...
Agilent Technologies is selling its semiconductor business in yet another example of how the chip industry has blossomed with consumer, mobile and networking technology and devices, but has become a fast-moving, boom-or-bust business that is difficult to deliver for Wall Street. The expected sale, a...
Extremely - Personalization is a must. Without it, there's little chance of earning my loyalty.
Relatively - Personalization is a plus, but I do consider other factors when deciding who gets my business.
Minimally - Personalization is now automated and commonplace. Brands must do more to make me feel special to earn my loyalty.
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Playvox Workforce Management Prioritizes Emotional Loyalty
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Messaging Key To Meeting Changing CX Preferences
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Sweetwater’s Well-Tuned Marketing Is Music to Shoppers’ Ears
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5 Types of Shoppers and What They Want for the Holidays
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VR Platforms Deliver Metaverse-Style Experiences to Online Shopping
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For Better CRM Results, Prioritize Pipeline Over Forecast
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Why Quality E-Gifts Are Smart Business Decisions
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Robotic Letter Writing Lends a Hand to Personalized Marketing, CRM
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Time To Bring Back the Corporate Research Lab
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Retail Reality Check: Rewards Programs Do Matter to Consumers
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CloudWorld Reevaluated
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