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Customer experience

Your data investments aren’t delivering: 3 reasons why

Your data investments aren’t delivering: 3 reasons why Modern lives are encoded in data. People spend four hours a day on their smartphone. Two-and-a-half hours on social media [1]. And a lifetime on Zoom calls. Data footprints are left in search queries, Twitter posts, Uber journeys. Cell towers and satellites track real-world movements. Customer surveys. […]

Your data investments aren’t delivering: 3 reasons why
White paper

Traditional marketing is dead. It’s about experience.

Traditional marketing is dead. It’s about experience. 84% of customers say being treated like a person, not a number, is very important to winning their business. Digital transformation. Voice of the Customer. Big Data. Customer Experience. Data-driven, customer-driven Business. Today’s businesses and brands face more disruptors today than they have since the industrial revolution with […]

Traditional marketing is dead. It’s about experience.
Employee experience

What is Employee Experience & why is it important?

What is Employee Experience & why is it important? What is employee experience?  Now we’re on the other side of a global pandemic, the employer-employee relationship has changed forever. The ‘Great Resignation’ occurring across certain industries and job roles means companies are paying even more attention to employee experience (EX).  Organizations from enterprises to consultancies […]

What is Employee Experience & why is it important?
Customer experience

It’s not just what they say, it’s what they do: Behavioral insights

Behavioral insights help you understand what customers do so you can make decisions about what the business should do. It’s that simple. Or it would be if it weren’t for the enormous complexity of behaviors and how they interact with each other. That’s why this discipline has become so important, especially since the exponential lift in digital interactions these past few years.

It’s not just what they say, it’s what they do: Behavioral insights
White paper

Text analytics in CX

Text analytics in CX The business benefits of a customer experience program have been proven by a wide range of organizations who have embraced the Voice of the Customer early, including: Spotting new delivery issues earlyIdentifying emerging trendsReducing operational costs by addressing common customer support issuesDeveloping product innovations based on the wealth of customers’ ideasUnderstanding […]

Text analytics in CX