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.
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Article What is customer perception and how can you improve it?
Want to know what buyers think of your brand? Here’s how to gauge—and positively influence—customer perception.
Article 5 types of consumer insights that can boost your business (+ how to use them)
Collect and analyze consumer insights to better understand your buyers, improve your business, and build meaningful relationships with your customers.
Article Here’s how companies actually got faster at solving customer issues last year
Sometimes it's the little things that make a big difference.
Article Why you should use historical data to automate inquiries
Automation is dominating the conversation in customer service right now. Automation does not come without challenges, though. Here are the key questions and how to solve for them.
Article How CX leaders across industries can flex their agility
The ability to readily adapt to world events and evolving customer expectations is more important than ever—here's how you can stay agile in your industry.
Guide 2021 Employee Experience Trends Report
Our 2021 Employee Experience Trends Report explores how over 90,000 global companies are harnessing the collective power of their people to get ahead.
Article Why a 360 customer view is key to great customer service
Leverage data to create a comprehensive view of your customers and provide personalized experiences.
Article 3 ways data silos impact your business (and how to knock them down)
It’s impossible to provide great customer service without great customer data. You can’t give people the…
Article How to create a data-rich customer profile
Learn how to leverage data to build a rich customer profile so you can provide more personalized experiences for your customers.
Article How to prioritize your CX budget
According to the CX Trends report, companies plan to invest more in customer experience across the organization. Knowing this, what should companies do next — and how?
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Article 7 customer service trends to follow in 2021
Companies have put customer service at the top of their priority lists for 2021, and with…
Article A complete guide to personalization in 2021
Customers often want personalized experiences but hesitate to share too many details. Here’s how to navigate conflicting interests and deliver personalization.
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 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.
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…