Blog: CX Analytics

The at-home environment has put digital, convenience, and proactive service into hyper-drive. This applies to sales as well as customer service. Inside sales associates are turning to new ways to...

It’s fair to say that this will be a holiday season unlike any other. Not only are retailers contending with a pandemic and an economic recession, they are expected to provide a safe shopping...

The importance of customer loyalty and retention can’t be overstated. Loyal customers are less price sensitive and more likely to make frequent purchases—in addition to being brand...

There’s a mantra for the new normal: Don’t waste my time. The novel coronavirus sent organizations scrambling to assert their dominance in the digital space, and with this came a...

At the start of 2020, many CEOs had modest to high growth goals for their organizations. And then the COVID-19 pandemic struck. How have CEOs’ goals and priorities shifted in today’s...

Businesses in every industry are continuing to deal with the effects of COVID-19. With many previous predictions on the US economy now registered moot, experts are now weighing on what it means to...

The customer experience (CX) technology market is hot right now. The pandemic revealed just how poor most companies’ CX infrastructure is and exposed wide gaps in how companies interact with...

There’s a common misconception around the term, “contact center outsourcing.” Many business leaders assume it is mainly a cost-cutting measure. What they don’t realise is...

There is a bias that call recording software is only good for listening to past calls for quality assurance and compliance. In reality, speech analytics is a valuable tool for any customer service...

You may have heard the phrase, “customer centricity is a journey, not a destination.” A good customer experience (CX) program is never complete. It should be continuously refined and...