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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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…

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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.