Microsoft Looking Glass is a social media analytics tool that monitors conversations on social media sites, allowing companies to track consumer sentiment about their products in real-time. The product can also connect to social media feeds with elements like customer databases, CRM centers and more.
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Technology is definitely a big part of customer experience, but it's only one third of the equation.
While robocalls are on the rise, their effectiveness wanes. Consumers who are unlikely to pick up a call are more receptive to contact via social channels.