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Blog: CX Analytics

Recent Posts

5 ways to build deeper relationships with the modern banking customer

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...

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Excellent CX Eludes Most Brands

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...

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5 To-Dos in the New Era of VOC Analytics

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...

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Become Pitch Perfect with Speech Analytics

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...

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4 Ways to Rethink Health Insurance Open Enrollment

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...

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Can We Millennialize Insurance?

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...

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Ten Contact Center IVR Best Practices to Improve CX

Let’s face it: customers hate using Interactive Voice Response systems (IVRs). They particularly dislike having to enter a seemingly endless series of prompts, wondering if they’ll ever...

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The 3 Customer Journey Layers that create the most impactful CX Maps

Customer journey maps come in a variety of flavors, depending on the business problems you are solving for. Some high-level examples simply seek to define customer lifecycle and outline...

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Connect With Humans, Not Consumers

The advertising and marketing industry has been in a state of flux for several years now, and 2018 was no different. Brands sought more control over their ad dollars; new privacy regulations were...

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Research Shows Digital Transformation Maturity Across the Enterprise

A recent report, “The State of Digital Transformation,” echoes what business leaders of every stripe are realizing: digital is pervasive. Firms are under pressure to adapt or create new...

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