Articles
When data is plagued by hidden biases from the way customer feedback is gathered, not even complex analytic tools can help us see what is really going on.
Continue reading...
Tracking too many metrics bears the risk of experiencing diminishing marginal utility and losing sight of the big picture.
Continue reading...
Strong customer experience leads to business growth, but it’s up to CX leaders to tell the right story.
Continue reading...
If one step in the customer journey is frustrating, this perception can ruin the overall experience.
Continue reading...
What's your executive sponsorship customer program look like? Here's one that rolled out, and here are the lessons learned.
Continue reading...
We explain customer satisfaction (CSAT) scores and what they mean for your business. Learn how to measure and improve these critical CSAT metrics.
Continue reading...
Deep customer insights are what will ultimately help inform exceptional customer experiences, a critical investment in tougher economic environments.
Continue reading...
A look at how the pandemic changed both consumer and business behaviors and how brands are updating their goals.
Continue reading...
With changing customer expectations, call center effectiveness is more important than ever. Which essential metrics and KPIs should you keep an eye on?
Continue reading...
User experience (UX) can have a big impact on customer satisfaction. Learn which UX design customer metrics you should keep an eye on.
Continue reading...
Great CX requires customer-centricity in business processes and a lot of great data-driven execution.
Continue reading...
Today's ecommerce marketers have a lot of data to look at. Which metrics matter the most? And are you focusing on the right ones?
Continue reading...
Forrester released findings from its CX Index 2022, and the news isn't all that great for CX leaders.
Continue reading...
A guide to what intelligent virtual agents (IVAs) are, how they benefit customer service departments and how businesses are using them today.
Continue reading...
Displaying 1-14 of 34