Metrics and data
Customer conversations are a gold mine for key insights, but how do you know what to look for? Find out how to capture, process, and iterate on customer data, so you can build the modern experiences your customers have come to expect.
The digital tipping point: How SMBs can accelerate CX success in 2021
Companies are rapidly acquiring new technologies to reach customers and connect remote teams. Our report provides data-backed best practices to help you keep up.
Latest stories
Article How to leverage data and personalization throughout the customer lifecycle
Data is key to delivering a superior customer experience. Here’s how to use the right data to provide personalization and enhance the customer journey, from sales to support.
Article Data transparency matters to customers. Are organizations listening?
Customer experience (CX) has become the business strategy, and with good reason. 75% of customers will…
Guide The digital tipping point: How mid-to-large-sized businesses can accelerate CX success in 2021
Companies are rapidly acquiring new technologies to reach customers and connect remote teams. Our report provides data-backed best practices to help you keep up.
Article CX is at a digital tipping point—here’s what IT leaders can prepare for
As companies broaden CX technology investments, IT leaders are in a unique position to drive CX forward.
Article 6 tips for creating more inclusive surveys
Now more than ever inclusion is a measure of workplace culture and inequality across industries. But…
Article The state of your business, as told by data
Customer experience works better when it's driven by data — that's why it's important to integrate data from sales, support, and your customers. Here's how.
Article Is your customer support team ready this holiday season?
It’s the most wonderful time of the year — unless you’re sitting on hold with a…
White Paper Forrester report: The case for asynchronous messaging: Apple Business Chat, Facebook Messenger, WhatsApp
IT leaders are at the forefront of delivering exceptional customer and employee experiences, while keeping operational…