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Blog: Data & Analytics

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Technology Implementations Require More Than Wires and Code

Many companies have the best of intentions about delivering differentiated, valuable customer experiences. Yet in many cases, their technology does not evolve as quickly as the rest of the business...

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The Current State of Marketing and Sales

Today, marketing and sales organizations are challenged with finding a way to effectively interpret customer data to drive engagement. To further confound matters, there are a number of obstacles...

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Seven Essential Customer Data Points for Sales Success

Data is the key to success. Having the right information in hand can make a difference between closing a sale and losing a customer.Businesses—like individuals—get one chance to make a...

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Measure the Value of Customer Experience Improvements

Companies have yet to see convincing evidence that ties investments in customer experience to gains in company value. It simply isn't good enough to say that improvements in customer experience...

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Harnessing the Power of VOC

Companies continuously collect consumer data from an array of channels to gather insight into the customer experience. From customer complaints to contact center interactions, this internal...

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Use Data to Make Your First Impression Count

We only get one chance to make a first impression. Whether we’re meeting someone in our personal lives or making a new business contact, we have mere seconds to make that impression count....

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How Psychic is Your Brand…Really?

This infographic was originally published in the Fall 2013 issue of Customer Strategist.So many companies pride themselves on being able to collect and analyze information about customer needs,...

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What Is MOM ? (the Mother of all Models) And What Does it Do?

When it comes to making decisions, today’s executive has access to roughly 1,000 times more data and 1,000 times more powerful analytic and computational tools than was available in 1993,...

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Modern Marketers Take on Big Data

Delivering the right message to the right customer, at the right time, through the right channel is not the future of marketing, it’s today’s reality. Mastering this reality enables...

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Deploying the Contact Center of the Future Today

Today’s digital customers have high expectations for receiving great service. They expect personalized and timely support, regardless of whether they’re speaking with an agent directly...

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