Enterprise Feedback Management
By Esteban Kolsky on July 2, 2014
Back in 2001 – while an incredible talented, young, and successful Gartner analyst – I wrote a research note introducing the concept of Customer Feedback Systems. In it I wrote about how feedback was poorly done as stand-alone surveys or outsourced entirely to market research firms (that in turn took too long to deliver insights) […]
Posted in Featured Posts, Trends & Concepts | Tagged Enterprise Feedback Management, ffedback, gartner
By R "Ray" Wang on January 7, 2014
Verint Adds to Vovici and Contact Center Assets To Expand Customer Engagement Offerings On January 6th, Melville, NY based Verint® Systems announced a $514M intent to acquire Sunnyvale, CA, KANA Software. Verint is a software vendor with a core in analytical software. Verint’s core offerings provide enterprise intelligence and security intelligence. The acquisition is significant […]
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By Esteban Kolsky on June 19, 2011
In 2001 I wrote a paper for Gartner introducing Customer Feedback Systems (it is available from Gartner if you are a client, it is under Archive, but easy to find – ping me if you want more details). In that paper I made the point that asking customers how they felt about specific experiences or […]
Posted in Featured Posts, Technology / Software | Tagged Customer Experience, EFM, Enterprise Feedback Management, gartner |
