Data

Data

Best practices and new developments in the collection, management and use of customer data.

Analytics

13th Oct 2021

Data science needs data scientists

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Customer emotion

20th Sep 2021

Sponsored

So you think you know about empathy? Think again

by

Sandra Thompson

Data-driven marketing

6th Sep 2021

How do you unlock the potential of intent data?

by

Data

10th Sep 2021

What is authenticity & why is it important to CX?

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speak no evil

Data

24th Aug 2021

What is AI-enabled consumer intelligence?

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AI consumer intelligence

Data

23rd Aug 2021

NPS and revenue: How reliable is the relationship?

by

Maurice Fitzgerald

Chart emotion intensity

Data

7th Sep 2021

How to recruit and retain analytics talent

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Recruiting analytics

Data

16th Aug 2021

Why the next era of CX is about small & wide data

by

Prof. V. Charles

Small data

Data

28th Jul 2021

How can analytics help vulnerable customers?

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analytics files vulnerable

Apps

21st Jul 2021

3 ways tracking customers in your app improves it

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Artificial intelligence

22nd Jun 2021

AI to power the next wave of consumer intelligence

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Data

17th Jun 2021

How customer insight & CX teams can collaborate

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insight

Data

14th Jul 2021

Why the single customer view fell out of favour

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single customer view

Trending

Contact centres

19th Oct 2021

WEBINAR: How to utilise contact centre insights

Join us on Thursday 21st October, 4pm BST to discuss how to tap into the rich and often undervalued customer and employee insight in your contact...

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Webinar - Thursday 21st October 2021

Contact centres

18th Oct 2021

Sponsored

How can you turn around advisor attrition rates?

by

Open door

Engagement

19th Oct 2021

CX Leader of the Year 2021 finalists revealed!

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CX leader of the year

Engagement

14th Oct 2021

How to run successful CX team meetings

by

Jeannie Walters

Boardroom meeting

Data

29th Jun 2021

What is the role of customer data privacy in CX?

by

Paul Greenberg and Brent Leary

privacy roundtable

Data

28th May 2021

Sentiment analytics vs emotion analytics

by

Prof. V. Charles

emotion analytics sentiment

Data

17th May 2021

Customer data platforms: Should you build or buy?

by

CDP builder

Segmentation

12th May 2021

Why customer segmentation no longer works

by

Data

6th May 2021

Why proving CX value is more important than ever

by

Dollar hand

Data

29th Apr 2021

How to put digital empathy into practice

by

Peter Dorrington

Robot empathy

Data

16th Apr 2021

Reboot your customer research with these methods

by

Jeannie Walters

Customer research

Data

9th Apr 2021

How to get great customer insights on the cheap

by

coins

Resources

Report

Sponsored

Voice of the contact centre consumer

Download this report for a deep dive into customers' views and expectations of contact centre services...

New

odigo cover

Report

Sponsored

2021 experience trends report

front cover

New

Report

Sponsored

How to drive change in the name of your customer

front cover

New

Toolkit

Sponsored

7 best practices from Gartner for customer service

banner

New

Whitepaper

Sponsored

Designing a world-class CX approach

table top

Customer experience management

26th Mar 2021

Poor data & tech fuelling a customer crisis

by

James Frampton SugarCRM

Customer journey

16th Mar 2021

Trying to control the customer journey is futile

by

Data

11th Mar 2021

Why the past year has been a big win for insight

by

eye insight

Data

25th Mar 2021

How to foster a more effective insight culture

by

eye

Market research

10th Mar 2021

Why market research budgets are bigger in 2021

by

Thor Olof Philogène

Data

24th Feb 2021

Why your customer insight team needs a purpose

by

Blindfold

Data

18th Feb 2021

Why you don't want a 360 view of the customer

by

Thomas Wieberneit

CRM eye

Data

15th Mar 2021

Are you insight-oriented? A preliminary assessment

by

Binoculars customer experience vision

Data

2nd Feb 2021

Are customers trading their souls for better CX?

by

Lubna Dajani and Peter Dorrington

satan

Analytics

27th Jan 2021

Keeping hold of your COVID-19 customers

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Data

15th Feb 2021

Why a customer sandwich should be on your CX menu

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customer sandwich

Market research

15th Jan 2021

How comparethemarket used research to improve CX

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