Metrics and data

Customer conversations are a gold mine for key insights, but how do you know what to look for? Find out how to capture, process, and iterate on customer data, so you can build the modern experiences your customers have come to expect.

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有能力的支援團隊對小型企業客戶體驗的影響

瞭解如何成功設定支援代理,提供他們工具以推動您的業務發展。

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How to leverage data and personalization throughout the customer lifecycle 文章

How to leverage data and personalization throughout the customer lifecycle

Data is key to delivering a superior customer experience. Here’s how to use the right data to provide personalization and enhance the customer journey, from sales to support.

Data transparency matters to customers. Are companies listening? 文章

Data transparency matters to customers. Are companies listening?

Customer experience (CX) has become the business strategy, and with good reason. 75% of customers will…

CX is at a digital tipping point—here’s what IT leaders can prepare for 文章

CX is at a digital tipping point—here’s what IT leaders can prepare for

As companies broaden CX technology investments, IT leaders are in a unique position to drive CX forward.

6 tips for creating more inclusive surveys 文章

6 tips for creating more inclusive surveys

Now more than ever inclusion is a measure of workplace culture and inequality across industries. But…

The state of your business, as told by data 文章

The state of your business, as told by data

Customer experience works better when it's driven by data — that's why it's important to integrate data from sales, support, and your customers. Here's how.

Is your customer support team ready this holiday season? 文章

Is your customer support team ready this holiday season?

It’s the most wonderful time of the year — unless you’re sitting on hold with a…

Forrester 報告:非同步傳訊案例:Apple Business Chat、Facebook Messenger、WhatsApp 白皮書

Forrester 報告:非同步傳訊案例:Apple Business Chat、Facebook Messenger、WhatsApp

IT 領導者不僅處於提供卓越的客戶和員工體驗的最前線,還要同時維持營運…

客戶服務首字母縮寫說明 文章

客戶服務首字母縮寫說明

Customer service acronyms can be confusing to those still learning the field. Learn the explanations behind 30 common customer service acronyms.