Mattersight Corporation MATR -8.64% today announced the expansion of its Behavioral Analytics service with Predictive Net Promoter Score (NPS) Analytics. Predictive NPS Analytics automatically predicts the NPS score a customer will give following an interaction. Using Mattersight's Predictive NPS Analytics, every captured customer interaction is given a NPS score, without needing the customer to complete a survey.

Prior to Mattersight's Predictive NPS Analytics, companies had to rely on surveys to measure NPS.

AirAsia BIG, the global loyalty programme of the World’s Best Low Cost Airline AirAsia, is getting even bigger with its new AirAsia BIG Loyalty Free Membership rollout beginning today. Members of this innovative global loyalty programme, known as BIG Shots, will be able to earn BIG Points when travelling and shopping with partners worldwide and redeem the accumulated points for exciting rewards including AirAsia flights and hotel packages.

Signing up for AirAsia BIG Loyalty Free Membership is as simple as logging into AirAsia website, answering a few simple questions and obtaining a BIG Shot ID.

Angel, a leading provider of cloud-based Customer Experience Management (CEM) solutions and division of MicroStrategy® Incorporated (NASDAQ: MSTR), today unveiled Lexee, a new self-service solution that voice activates any mobile application. A product of Angel Labs, a new division within the company dedicated to developing forward-thinking solutions to empower organizations to provide a better customer experience, Angel also introduced Lexee, a software development kit (SDK), backed by Angel's Caller First Analytics that enables businesses and developers to easily build and deploy fully conversational mobile voice applications as well as measure their effectiveness in real time. With Lexee, businesses gain an entirely new channel to engage their customer base and create a more personalized customer experience (CX).

ForeSee, a provider of technology-driven customer experience analytics, announced that it is working with leading multichannel retailer HSN to measure and analyze the customer experience of its mobile-optimized site and mobile apps with ForeSee's new Mobile On-Exit technology.

"Providing our customers with an unparalleled shopping experience is extremely important to us at HSN," said Ed Deutscher, HSN's operating VP of digital technology. "With mobile being our fastest growing platform, it is important for us to fully understand how mobile is impacting our other sales channels; how it is being influenced by those other channels; and how the multi-channel HSN consumer is utilizing all of them combined.

Ventana Research has released its latest Benchmark Research on Customer Feedback Management. Ventana Research undertook this benchmark to gain insight into how customer feedback can be better utilized to enhance the customer experience and deliver business value through a broader understanding of the consumer.

The proliferation of new communication channels makes it possible for consumers to compare services quickly and easily, making the interaction between companies and their customer more important than ever. To deliver the best possible customer experience, companies need to adopt a core set of best practices for analyzing customer interactions. The new research, The Role of Feedback in Customer Experience Management, found that collecting and analyzing feedback is the best way to truly understand the customer.