Insights & Research

Customer loyalty can help drive the success of a business, and the customer experience (CX) drives loyalty. The data is clear: 74% of customers feel loyal to a particular brand or company 52% of custo[...] Read More

Ahead of her presentation at CDAO UK, we spoke with Quantum Metric’s Marina Shapira about predictive analytics, why companies should embrace a culture of experimentation and how CAOs and CXOs can work[...] Read More

Navigating A Digital World Read More

Time and time again, we hear from our contacts asking to hear about real use cases. We have partnered with Zendesk to share their customer stories. "The customer is always right" is a phrase that Zend[...] Read More

Digitization is one of the most popular customer experience (CX) optimization techniques. It involves taking analogue or manual customer interactions and replacing them with digitally assisted or auto[...] Read More

Customer experiences are stagnating in the US. Read More

Customers demand more instantaneous, personalized attention, and companies are leveraging new technologies that go beyond traditional voice and email customer service channels to meet those demands.  [...] Read More

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Customer relationship management (CRM) is about knowing every critical piece of information about your customers. It’s absolutely necessary to have a CRM platform that can harness and manage data abou[...] Read More

My key focus area is, and has always been, how the customer experience is founded upon the employee experience because I believe that focussing on your employees ultimately benefits your customers. Read More