Insights & Research

With the variety of ways that customers reach out for support—like via email, calling over the phone, initiating a live chat—it makes sense for companies to invest in an omnichannel experience. But gi[...] Read More

Customer expectations are a moving target. New technologies, products and business models and an increased awareness of corporate ethics are forcing brands to rethink how they engage with today’s empo[...] Read More

With customers increasingly demanding fast, convenient insurance quotes, the industry’s data leaders are feeling the pressure to develop products, services and experiences fit for the modern age AI-dr[...] Read More

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

There’s almost no limit to what you can do with data-driven technologies. From combing the night sky for habitable planets to finding overlooked discoveries in old scientific data, the potential appli[...] Read More