Analytics and data
Customer conversations are a gold mine for key insights, but how do you know what to look for? Find out how to capture, process, and iterate on customer data, so you can build the modern experiences your customers have come to expect.
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Article
9 min read
What is a 360 customer view? (+ 3 tips for creating your own)
Leverage data to create a 360 customer view and provide personalized experiences that will delight your audience.
Article
5 min read
What are data silos? Why they’re a problem + how to fix your business silos
Data silos make life harder for support agents and customers alike. Learn how to free siloed data and improve CX.
Article
15 min read
What are customer profiles? A complete guide, examples, and free templates
Leverage data to build rich customer profiles so you can provide more relevant, personalized experiences.
Article
8 min read
How to prioritize your CX budget
According to the CX Trends report, companies plan to invest more in customer experience across the organization. Knowing this, what should companies do next — and how?
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Article
8 min read
7 customer service trends to follow
Companies have put customer service at the top of their priority lists, and with good reason.…
Article
12 min read
Personalization 101: What it is, importance, and examples
Use consumer data to perfect the customer experience (CX) with personalized products, customer service, and messaging.
Article
10 min read
How to leverage data and personalization throughout the customer lifecycle
Data is key to delivering a superior customer experience. Here’s how to use the right data to provide personalization and enhance the customer journey, from sales to support.
Article
8 min read
Customer transparency: Why it matters and how to increase it
Here’s why customer transparency has become such a critical ingredient in building trust and loyalty.
1 min read
The digital tipping point: How SMBs can accelerate CX success in 2024
Companies are rapidly acquiring new technologies to reach customers and connect remote teams. Our report provides data-backed best practices to help you keep up.
1 min read
The digital tipping point: How mid-to-large-sized businesses can accelerate CX success in 2021
Companies are rapidly acquiring new technologies to reach customers and connect remote teams. Our report provides data-backed best practices to help you keep up.
Article
5 min read
CX is at a digital tipping point—here’s what IT leaders can prepare for
As companies broaden CX technology investments, IT leaders are in a unique position to drive CX forward.
Article
7 min read
6 tips for creating more inclusive surveys
Now more than ever inclusion is a measure of workplace culture and inequality across industries. But…
Article
1 min read
The state of your business, as told by data
Customer experience works better when it's driven by data — that's why it's important to integrate data from sales, support, and your customers. Here's how.
Article
3 min read
Is your customer support team ready this holiday season?
It’s the most wonderful time of the year — unless you’re sitting on hold with a…
Article
12 min read
Measuring customer experience: 6 metrics to do it right
Improve CX by regularly measuring customer experience metrics and leveraging key insights effectively.
Article
8 min read
Customer service acronyms and abbreviations you need to know
Whether you're new or have been in the industry for years, use this handy guide to the most common customer service acronyms and abbreviations.
Article
5 min read
7 tips to get your support teams through the pandemic (and beyond!)
Time to put away that crystal ball. If anything, 2020 taught us to embrace a certain…
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