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Analytics 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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Article
9 min read

What is a 360 customer view? (+ 3 tips for creating your own)

Leverage data to create a 360 customer view and provide personalized experiences that will delight your audience.

Article
5 min read

What are data silos? Why they’re a problem + how to fix your business silos

Data silos make life harder for support agents and customers alike. Learn how to free siloed data and improve CX.

Article
15 min read

What are customer profiles? A complete guide, examples, and free templates

Leverage data to build rich customer profiles so you can provide more relevant, personalized experiences.

Article
8 min read

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?

Article
8 min read

7 customer service trends to follow in 2023

Companies have put customer service at the top of their priority lists, and with good reason.…

Article
12 min read

Personalization 101: What it is, importance, and examples

Use consumer data to perfect the customer experience (CX) with personalized products, customer service, and messaging.

Article
10 min read

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.

Article
20 min read

What is customer satisfaction? Definition + importance

Customer satisfaction is a measure of how happy your customers are with your product or service. And for many businesses, it’s the difference between a success and a failure—no pressure.

Article
8 min read

Customer transparency: Why it matters and how to increase it

Here’s why customer transparency has become such a critical ingredient in building trust and loyalty.

Article
5 min read

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.

Article
7 min read

6 tips for creating more inclusive surveys

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

Article
1 min read

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.

Article
3 min read

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…

Article
12 min read

Measuring customer experience: 6 metrics to do it right

Improve CX by regularly measuring customer experience metrics and leveraging key insights effectively.

Article
8 min read

Customer service acronyms and abbreviations you need to know

Whether you're new or have been in the industry for years, use this handy guide to the most common customer service acronyms and abbreviations.

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