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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What is customer perception and how can you improve it? 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.

5 types of consumer insights that can boost your business (+ how to use them) 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.

Here’s how companies actually got faster at solving customer issues last year 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.

Why you should use historical data to automate inquiries 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.

How CX leaders across industries can flex their agility 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.

2021 Employee Experience Trends Report 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.

Why a 360 customer view is key to great customer service 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.

3 ways data silos impact your business (and how to knock them down) 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…

How to create a data-rich customer profile 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.

How to prioritize your CX budget 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?

7 customer service trends to follow in 2021 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…

A complete guide to personalization in 2021 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.

How to leverage data and personalization throughout the customer lifecycle 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.

Data transparency matters to customers. Are organizations listening? 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…

The digital tipping point: How SMBs can accelerate CX success in 2021 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.

The digital tipping point: How mid-to-large-sized businesses can accelerate CX success in 2021 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.

CX is at a digital tipping point—here’s what IT leaders can prepare for 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.

6 tips for creating more inclusive surveys Article

6 tips for creating more inclusive surveys

Now more than ever inclusion is a measure of workplace culture and inequality across industries. But…

The state of your business, as told by data 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.

Is your customer support team ready this holiday season? 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…