Category: Strategy and Best Practices

X- and O-Data Integration: Know These Two Essential Starting Points

Posted on May 16, 2023 by Troy Powell and Ryne Fanning - Metrics and Measurement, Strategy and Best Practices

As today’s businesses look for the best ways to get and stay ahead, meaningful integration of experience and operational data is fast becoming a “must-do.” When done right, X- and O-data integration offers tremendous value, especially as the integration matures to render more personalized customer experiences and opportunities to establish a true return on investment of customer experience (CX) initiatives.

Understanding Role-Based Enablement for Your Team

Posted on March 20, 2023 by Sheila March - Strategy and Best Practices

Simply saying “customers first” does little to make the words a reality. How employees understand, embrace, and apply this mentality to their jobs moves companies from aspirational thinking to actual practice. That is why role-based enablement is a key part of managing the customer experience (CX).

Explore the Value of CX Expertise-Building

Posted on March 1, 2023 by Drew Hall and Elliott Moran - Strategy and Best Practices

To accelerate customer-focused strategies, today’s CX leaders are interested in building expertise related to data interpretation and action planning.

Text Analytics Consulting Services: Transform Data Within Your Business

Posted on January 12, 2023 - Strategy and Best Practices

Hidden messages exist across your company. They are full of valuable customer information. Ready to decrypt them? It’s time to talk about text analytics.

What is Text Analytics? A Beginner’s Guide

Posted on December 10, 2022 - Strategy and Best Practices, Voice of the Customer

The world generates 2.5 quintillion bytes of data every single day. That’s 18 zeros! Where is all this data coming from? Well, us. The challenge is managing this volume of information. Luckily, text analytics assists companies in capturing and executing on the data customers generate to improve their experience—and ultimately gain a greater share of wallet.

Effective communication can elevate your CX program

Posted on July 7, 2022 by Sean Clayton and Molly Work - Strategy and Best Practices

It’s not just talk. Good communication is essential to executing a successful customer experience (CX) program. In fact, a comprehensive communications plan, developed well before your first survey is ever deployed, can propel your CX program from “just OK” to a level that enables you to motivate change, accelerate action, and achieve desired results.