Mitigate operational risk with predictive analytics
Customer experience management is about using CX data to impact what happens next—and there’s no better way to do that than using predictive analytics to operate in real time.
Adapting Your Customer Experience for the Digital Age
From restaurant and retail to c-store, healthcare, and every industry in between, it’s rare to find a customer experience that isn’t touched by technology. And this digital omnipresence means brands t
Transform CX insights from industry buzzwords to business-changing ROI
Businesses operating in the dark are doomed to fail. And the more lightbulb moments you have, the better equipped you’ll be to illuminate new paths to insight and inspire smart changes across your ent
Two-way street: Employee engagement impacts the customer experience journey
Engaging with and improving the employee experience leads to satisfied, loyal customers. Here's how to find an effective EX solution to help.
Does Your Customer Experience Strategy Provide True CX Insights—or Just Data Points?
If you work in customer experience management (CEM), you’ve heard the word “insight” a million times. Every provider talks about it, few attempt to define it, and even fewer follow through on their pr
Customer case management provides systematic insights on service recovery improvements
In order for your customer experience management (CEM) program to have any real impact, you have to be open to change. Brands with staying power are the ones that turn customer feedback into an opport
3 ways to drive customer loyalty + business outcomes with customer case management
We get it—your goal is to provide an exemplary experience each time a customer interacts with your brand. But we also understand that sometimes—even with the best of intentions—things can go wrong.
Bridge the Quantitative–Qualitative Gap in CX Feedback with Text Analytics
When it’s your job to listen to customers and act on their feedback, you absolutely have to be using text analytics. The world’s most successful brands know: it’s the surest way to glean rich insights
Turn Open-Ended Feedback into Actionable Insights With Text Analytics
Leading brands know the quickest path to growth starts with listening to customers. But an increasingly complex customer journey spanning multiple touchpoints can make surfacing actionable insights se