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Blog: CX Analytics

Recent Posts

Text Analytics Can Tell You More Than Just How Customers Feel

There is an abundance of customer feedback available from social media websites, contact center notes, surveys, and focus groups, so how do you make sense of all that feedback?Text Analytics is a...

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Customers Want a Little Less Disruption

Remember the promises we all heard regarding how technology was going to make our lives easier? How’s that working out for you? We haven’t moved to a four-day work week, nor have our...

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Getting the Most From Customer Surveys

One of the most obvious outcomes of social media has been the willingness of people to share their opinions—both good and bad. According to a February 2016 study published by Ipsos...

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Four Steps to Insight-Driven Sales and Marketing in Lean Times

A recent blog post (Waking the Sleeping Tiger With a Strategic Approach to Sales) posited that businesses can stretch their sales and marketing investments and achieve better results by, first and...

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Wake the Sleeping Tiger With a Strategic Approach to Sales

The Asian Tiger economies are down for a nap. Global sluggishness has dragged down economic growth in countries like Singapore, South Korea, Hong Kong, and Taiwan, whose own economies are predicted...

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5 Customer Experience Metrics to Track

A successful customer experience means different things across departments, which is why organizations need a standardized set of metrics to ensure they're meeting their goals. Customer...

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Determining the Value of a Customer Interaction

How valuable is a good customer interaction? I recently called a company for help, and the person assisting me was very patient as I needed to turn on my computer, find my password and log into my...

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Voice of the Customer Data: Who Benefits From Using It and How

Customer-centric companies that want to improve their customer experiences are turning to their customers and prospects for answers. They are starting to use voice of the customer (VoC) data in...

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Why the Internet of Things Could Tear a Hole in Journey Mapping

Customer experience journey mapping is widely embraced as the process for helping brands visualize and optimize the customer experience. However, the Internet of Things (IoT) could tear a massive...

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Connecting With Customers at the Right Time in Their Digital Journeys

Customers use an assortment of digital touchpoints when researching products. These journeys aren’t linear—customers will often return to a website or another reference point to re...

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