Data

Data

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

How COVID-19 has put the customer into disruption

Analytics
Blog

Why you must link CX & employee experience data

Data
brain plug

3 things to know about the 'next-normal' consumer

Data
Customer persona end of lifecycle

Up the value of customer insight during COVID-19

Analytics
Blog

Customer science: Just a repackage of old ideas?

Data
CRM future

How to let go of the outdated buyer’s journey

Customer journey
Blog

How can brands win trust in an experience economy?

Analytics
Blog

How data can reveal customer behaviour changes

Analytics
Blog

3 questions you must answer to create valuable CX

Data
Questions CX strategy

The value of chatbots in ecommerce: case studies

Report
Sponsored
front cover

The next wave of personalisation

Personalisation
Blog

Why data monetisation will redefine retail success

Analytics
Blog

Data monetisation is demonised but can improve CX

Data
Cash register
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Trending

Change management: The importance of a CX vision

A clear vision is the accelerator for customer experience change. So how do you get started?

Engagement
CX vision

How to deliver fairness and understanding in CX

Engagement
Understanding stress

How to ensure your purpose is more than marketing

Engagement
Sheep purpose

6 steps to monitoring your customer service

Management
six steps

5 lessons from the king of customer service

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King and crown

Using customer lifecycle analysis for innovation

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Innovation

The top 10 use cases for contact centre analytics

Webinar
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webinar

How misleading market research is harming retail

Market research
Blog

Skills and costs damaging data-driven endeavours

Data
numbers CX KPIs

Are these 2020's biggest analytics trends?

Data
numbers CX KPIs

Broaden your horizons beyond data navel-gazing

Analytics
Blog

Focus on Big Data frustrating firms' CX ambitions

Data
Big Data

Data skills deficiencies impeding CX improvements

Data
Data skills

Resources

Empathy in customer service - a consumer survey

Today, with people more anxious and stressed than ever, empathy in customer service has arguably never been more important. So how well are today’s...

Research
Sponsored
Cover

A guide to sustainable CX in the contact centre

Report
Sponsored
Cover

Crictical touchpoints that make or break the custo

Ebook
Sponsored
Cover New

Rethink your CX structure today

Ebook
Sponsored
ttecfc New

How to use Gmail as a help desk

Ebook
Sponsored
hiver front cover

Data sharing still daunting despite GDPR

Data
Data sharing

Why NPS must be more than measurement & benchmarks

Data
Call centre metrics

Are you delivering personalised experiences?

Data
Sponsored
Customer journey mapping

What Oracle & Salesforce news means for marketers

Data
News

The challenges of fragmented digital identities

Analytics
Blog

How first party intent data usage eliminates waste

Data-driven marketing
Blog

Incentivise customers to identity themselves

Data
Instore customer

Drivers of Agile success for insight teams

Data
Customer insight agile working

Why we're getting the measurement of emotion wrong

Data
Waste bin measurement emotion

How has GDPR changed the customer data landscape?

Data
One year

Common Agile practices to help insight teams

Data
Binoculars customer insight

Hot tips on how to increase your customer value

Data
Customer value