Data & Customer Analytics
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Data & Customer AnalyticsDoes big data always mean big benefits for customers?
Data is the foundation of modern innovation but whether these disruptions make the world better is up for debate. Discover the pros and cons of using big data to inform the CX.
Data & Customer AnalyticsTravel & HospitalityHow travel and hospitality brands are using data to improve the customer experience
Customers today expect more personalized service than ever before. Discover how travel and hospitality brands are using data to attain a true 360-degree view of the customer.
Data & Customer AnalyticsDon’t react, be ready: Why data is the key to preemptive customer service
Many contact centers are so focused on basic cost-savings tactics, such as reducing handle times, that they de-prioritize predictive customer service. This article explores the big benefits of adopting preemptive customer service methods.
Data & Customer AnalyticsThree ways call centers can tap into Voice of the Customer (VoC) – tips from big brands and industry experts
VoC is about getting to the bottom of brand perception. Learn how Zappos and Southwest Airlines are tapping into VoC, and read what John Goodman, Customer Experience 3.0 author, says about customer surveys.
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