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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10 customer experience KPIs for 2021 and beyond Article

10 customer experience KPIs for 2021 and beyond

It can be easy to feel overwhelmed by the number of customer experience KPIs. Learn how to identify the ones most important to your company.

18 essential customer service metrics to measure in 2021 Guide

18 essential customer service metrics to measure in 2021

From customer satisfaction to resolution time, these are the key customer service metrics that measure performance and drive revenue.

The business impact of customer service on customer lifetime value Article

The business impact of customer service on customer lifetime value

Irritating issues affect customers daily. In every industry, a customer will inevitably contact customer service to…

10 help desk metrics for service desks and internal help desks Article

10 help desk metrics for service desks and internal help desks

It can be hard to identify the help desk metrics or service desk metrics that really matter for your organization, but these 10 are a good place to start.