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.

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.

Latest stories

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…

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.