Data

Will customer data exploitation damage CX?

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Data exploitation
Privacy

Prioritising privacy for conscientious consumers

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Privacy

Responsible use of data is the backbone of trust

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Data

Measuring CX ROI is hampered by meaningless means

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ROI
Customer metrics

The gap between what you measure & what you do

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Analytics

How to make the most of advanced analytics

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Data

CX & the changing fortunes of customer insight

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customer insight
Data

How to put digital empathy into practice

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Robot empathy
Data

How to drive CX ROI through insurance analytics

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folder
Data

Operational CSAT: The perfect complement to NPS?

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Numbers scores
Personalisation

Find the balance of personalisation & privacy

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Data

4 ways to future-proof insights to maximise CX ROI

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CRM future
Data

Are you listening to the Voice of your Product?

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voice of your product
Customer value

Is customer lifetime value an outmoded metric?

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Data

When does customer data sharing become unethical?

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Debating the ethics of customer data use
Data

How Cynefin surfaces the right CX metrics to use

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Metrics
Data

Will NPS 3.0 solve Net Promoter Score’s issues?

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NPS chart
Data

Why Spotify is a master of customer data

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Spotify Wrapped uses customer data for personalisation
Privacy

How brands can succeed in a privacy-first world

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Data

Will sales be the biggest threat to CX leadership?

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Sales leader
Report
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Reputation management for mobile apps

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Data

The role of data science in the future of CX

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The role of data science in the future of customer experience
Analytics

Why cookie loss is good for customer focus

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Analytics

Data science needs data scientists

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Data

Why has traditional text analytics failed CX?

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Text analytics
Customer emotion

So you think you know about empathy? Think again

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Data-driven marketing

How do you unlock the potential of intent data?

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Data

What is authenticity & why is it important to CX?

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speak no evil
Data

What is AI-enabled consumer intelligence?

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AI consumer intelligence
Data

NPS and revenue: How reliable is the relationship?

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Chart emotion intensity
Data

How to recruit and retain analytics talent

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Recruiting analytics
Data

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

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Small data

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