Customer Insight and Action (CIA) Platforms Emerge

In the Temkin Group report, The Evolution Of Voice Of The Customer Programs, we label a class of applications as “Customer Insight and Action (CIA) Platforms” which we define as: A technology for automating multi-channel customer feedback, analysis, and response and the related workflow associated with closed-loop voice of the customer programs Some people have asked why I didn’t call them Enterprise Feedback Management (EFM) applications, which is a term that has some traction throughout the industry (thanks to Carl Henning). While that’s a great question, it didn’t seem appropriate for me to address it in the report. But that’s why I love to blog; Read More …