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 simple guide to customer perception (+ 4 actionable ways to improve it)

Want to know what buyers think of your brand? Here’s how to gauge—and positively influence—customer perception.

Latest stories

The best ways to protect customer information in CX Article

The best ways to protect customer information in CX

As digital experiences advance, protecting your customers' information is critical for maintaining trust.

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…