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 | 6 min read

What every SMB retailer should put on their wish list

In the small-business retail ecosystem, a great customer experience is the gift that keeps on giving.

Latest stories

How tech scale-ups can improve customer experience using data
Article | 10 min read

How tech scale-ups can improve customer experience using data

When your go-to-market (GTM) teams can easily access customer information, you can create a better experience for your employees and customers. Here's how to give GTM teams access to key data across different customer platforms and ensure GDPR compliance.

What is customer satisfaction score? (+ how to measure CSAT)
Article | 12 min read

What is customer satisfaction score? (+ how to measure CSAT)

Customer satisfaction score is one of the most-used metrics for measuring customer loyalty. Here’s how CSAT can help you meet consumer expectations and elevate your business.

A 3-pronged approach to creating (and scaling) legendary customer service experiences
Article | 6 min read

A 3-pronged approach to creating (and scaling) legendary customer service experiences

To consistently deliver the types of experiences today’s consumers expect, leverage innovative CX analytics, QA data, and individualized agent coaching.

11 customer retention metrics every support team should track
Article | 16 min read

11 customer retention metrics every support team should track

Make sure customers stick around by regularly measuring customer retention metrics and leveraging key insights effectively.

Customer analytics 101: How to make the most of your data
Article | 7 min read

Customer analytics 101: How to make the most of your data

How well do you know your customers? Use customer analytics to gain a deeper understanding of your audience so you can make smarter business decisions and improve CX.

Here’s why you should be investing more in customer service
Article | 8 min read

Here’s why you should be investing more in customer service

According to our research, standout customer service can change anyone's mind—even your most upset customers.

31 customer service statistics you need to know
Article | 13 min read

31 customer service statistics you need to know

Discover where your customers currently stand and what they’re looking for in 2022.

How to build customer intelligence (and why you should)
Article | 6 min read

How to build customer intelligence (and why you should)

Today’s consumers expect personalized experiences, and in order to deliver, brands need customer intelligence. Here’s how to get it and what to do with it.