Enterprise Feedback Management is emerging as a foundational activity for organizations that need to collect and interpret customer feedback to provide definitive action and operational direction to the business. Typically, EFM solutions help organizations to centrally manage deployment of surveys while dispersing insight and analysis throughout an organization. In this 1on1 with BizTechReports, we explore how organizations can expand their voice or the customer initiatives to incorporate structured and unstructured feedback from across the business and leverage text analytics, speech analytics and mobile feedback collection technologies.
Lane has over 20 years of experience as a researcher, reporter and editor analyzing the business and technology industry. On average, Lane meets with 600 CIOs and senior enterprise executives every year to understand the impact of evolving technological developments on organizations of all sizes across all industries. He has organized and moderated many live and online events and works with a variety of high-tech organizations to ensure that information is presented in a context that is useful to an audience of sophisticated technology buyers and implementers. He is a Contributing Content Partner to CIO Magazine and a Consulting Researcher to Current Analysis. Other news services and magazines that have carried his by-line include: Voice Report, Network World, Byte Magazine, TechWeb, Optimize, Information Week, Telephony, Communications Week, ComWeek International, and Enterprise Systems Journal. He lives in Washington DC, where he is the Editorial Director of BizTechReports, an independent reporting agency that analyzes user trends in business technology.