Consumer Analytics

2017 State of Global Customer Service Report
Customers expect more from brands when it comes to convenience, resolution times, and agent expertise....

Marketing in the Dark: Dark Social
Dark Social, explores the impact of this growing phenomenon, and looks at how companies can interact...

Get up, Running and Operating With In-House Solution Experts
Creating amazing customer experiences is critical to the success of your business. But implementing the...

Driving customer experiences with impact
Customers: To delight them, you've got to know them deeply. Be brutally honest, how much do you really...

2017 Customer Service Trends: Operations Become Smarter And More Strategic
Your customers have a strong opinion of what makes a company customer-centric. Customer service organizations...

The Marketing Value of Marketing Automation
Six ways marketing automation helps prove value and drive success. As a marketer, digital transformation...

Time to Consolidate, Not Complicate
Why businesses are consolidating use of a single support solution for both customers and employees. The...

Deliver individual experiences to achieve incredible results
We demand it in all aspects of our daily lives. Wherever we interact – in person or online – we want...

Omnichannel is no longer optional
The 2017 Aberdeen Report on Contact Center and Customer Experience Trends states that companies with...

Remote Working 2020: Advantages and Challenges
Remote working is now widely recognised as part of the way businesses operate. According to a 2019 report...

Pricing Brew: Rethinking the Pricing Journey
Why Everything You Thought You Knew about Developing a Pricing Capability is Now Obsolete The 'crawl,...

Understanding the Business Value of Your eCommerce Platform
5 ways a high-quality eCommerce platform can drive ROI. You'll need to carefully define your customer...
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