Recent Posts

  • The Road Ahead RoadAhead.nexidiaHow Interaction Analytics Helps Health Plans Serve Customers, Contain Costs With open enrollment on the federal and state insurance exchanges just beginning, the nation’s eyes are on the consumer-facing portions of ...
  • Don’t Get Spooked by Government Requirements Scary JackolanternUse These 3 Steps to Effectively Support Your Compliance Program Friday is Halloween, the time of year for jack o’lanterns, haunted houses and horror films. Kids are looking forward to free ...
  • Happy National Customer Service Week from Nexidia CustomerServiceweek.nexidiaIt’s Customer Service Week!  At Nexidia, we’re “celebrating customer connections” in honor of those contact center professionals who are on the front lines, shaping the customer experience every day. Honoring Those ...
  • Unlocking the Value of Data by Combining Speech and Predictive Analytics – A Case Study Combination Lock.nexidiaIn a recent webinar, Nexidia’s Ryan Pellet and Brett Forman, along with Richard Crowe, director of customer insights for Comcast Corporation, discussed how customer interactions from the contact center – ...
  • State of the Art Solutions – Five Ways Interaction Analytics Can Impact Your Bottom Line 5Ways.nexidiaApple just rocked the world of consumer electronics again, with its launch of the Apple Watch. If the wrist-wonder follows the successful trajectory of other Apple devices, it won’t be ...
  • State of the Art Solutions – The Next Big Thing Is Here 1964 Worlds Fair Pic -Joe HauptThis year marks the 50th anniversary of the iconic 1964 New York World’s Fair. A showcase for the technology of the future, the fair gave visitors a glimpse of the ...
  • State of the Art Solutions – Then and Now Old TechnologyI decided to clean out my drawer of obsolete electronics over the weekend. It’s my equivalent of the kitchen junk drawer, only filled with has-been technology devices.  Combing through tangled ...
  • Customer DIY – Boom or Bust? DIY.nexidiaUsing Interaction Analytics to Gauge Effectiveness of DIY Initiatives Do It Yourself (DIY) is a popular topic on TV and in magazines these days.   For many B2C companies it’s become a ...
  • Teaching Computers to Detect Sentiment Machine Learning Cartoon“Sentiment detection enriches the customer insights you get from interaction analytics, and provides value far beyond the contact center, informing strategic decisions across your entire enterprise.” In the last blog, I ...
  • Satisfied Customer? Dissatisfied Customer? happy sadUnmasking Customer Attitudes with Sentiment Detection “Customer sentiment” – a customer’s attitude toward a company, its products and services – has long been a highly valued indicator of business health. It’s ...