Blog: CX Analytics

Companies have the opportunity to leverage their contact centers to truly address customer needs – even predict and anticipate them – and those that do will optimize customer experience...

As we move bravely into 2015, it’s a great time to think about steps that can be taken to make improvements to our businesses. Many executives in this industry have two areas that are top of...

As 2015 approaches, it’s time to look ahead to the coming predictions and trends that will help shape companies’ customer experiences and give them a leg up over the competition. I...

Within the past decade, the process of researching and buying a car has radically changed with customers accessing myriad sources of online data and decreasing their dependence on showroom visits....

The financial services industry is undergoing massive disruption. The onslaught of industry regulations, changes in consumer behavior and demographics, and the emergence of new market entrants such...

Each week it seems you hear reports that more and more brands are focusing on “customer experience” as a way to differentiate themselves in a marketplace of increasingly commoditized...

Companies are awash in consumer data and the healthcare industry is no different. And just as retailers, manufacturers, and other industries are using predictive analytics and data mining to...

Customers today interact with businesses in many different ways, leading to numerous touch points and tremendous opportunities to improve their customer experience. If one considers the hundreds of...

The cloud landscape, including public clouds and SaaS platforms, is rapidly growing. Forrester Research forecasts the public cloud services market will reach $191 billion by 2020, up from $58...

Customer experience. It’s been a buzzword in the halls of many companies for years. But what does it really mean? On the surface, it’s simple – the experience a customer has with...