Blog: CX Analytics

Let’s start our story with a man named Jim. A coffee connoisseur, Jim opens a café where he whips up a great cup of coffee but isn’t exactly skilled at brewing up good customer...

Have you noticed how many companies tout themselves as CX leaders? Marketing agencies and data warehouse firms claim CX supremacy through their data and digital prowess. Communication and feedback...

Consumers are generating incredible amounts of data each day. Consider this: It’s estimated that Google processes over 70,000 search queries every second, which translates to about 5.8...

Business leaders have long wish lists for improving the customer experience, but competing priorities pose significant hurdles to transforming the experience, according to new research. Meanwhile,...

As GDPR, technological advances, and digitalization continue to reshape the landscape, it’s safe to say that finance will never be the same. Organizations need to meet the new expectations of...

New research from Forrester finds that the quality of customer experiences is largely at a standstill. Forrester’s 5th annual U.S. Customer Experience Index report found that the overall quality of...

Capturing customers’ expectations, aversions, and preferences—i.e. listening to the voice of the customer (VOC)—is table stakes for most organizations today. It has proven to help...

This blog was excerpted from the upcoming Summer/Fall 2019 issue of the Customer Strategist journal. Subscribe today to get the whole story, delivered in September. Whether riding a bike, acing...

Every year, it costs more to convert fewer health insurance prospects. The current approach to open enrollment isn’t sustainable. Luckily for payers, the status quo isn’t the only...

Millennials live a fast paced, connected, and instantly gratifying lifestyle. But they are also a passionate, socially conscious, and progressive group of individuals that can’t be put into a...