Author: Zuha

Voice of the Customer (VoC) is how a customer feels about a product or service. In order for businesses to remain successful, they must focus on meeting customers’ needs and expectations. Also, to retain customers and keep them happy, they should know if customers are dissatisfied with a product or service. Therefore, customer feedback is key for companies that aim to understand and take into consideration customer sentiments to improve customer experience. Companies in the retail and manufacturing sectors, for instance, have started opting for VoC solutions to better understand their customers’ expectations and gain insights into their preferences and…

Nowadays, delivering great customer experiences is no longer optional. Brands must focus on customer loyalty or they risk losing relevance. The stakes are particularly high for CRM vendors. This article will show a comparison of the SPARK Matrix™ for CRM Customer Engagement Centers (CEC) for 2023 and 2024, published by QKS Group (formerly Quadrant Knowledge Solutions). Let’s have a closer look at the leaders, unchanged contenders, and one bold newcomer who shook things up.  Here’s what we learned and why it matters. The Leaders Consistency is an undeniable strength in a rapidly changing tech market. These six vendors have stayed…

In today’s experience-first economy, brands are expected to offer a seamless customer experience, irrespective of channels, with precision and empathy. For companies providing CX Management Services, the bar keeps getting higher — and the competition is increasing. The SPARK Matrix™ from QKS Group (formerly Quadrant Knowledge Solutions) provides a research-driven analysis and ranks service providers in terms of both technology excellence and customer impact.  This article compares the 2023 and 2024 editions of the SPARK Matrix for CX Management Services to see who moved, who stayed put, and who slipped off the radar. Here’s what the comparison reveals, and why…