CX Analytics & Metrics

  1. Reducing CPC with AI - SEO Image
    Article
    CX Analytics & Metrics

    Reducing cost per contact (CPC) with AI

    Discover how to strategically use AI to reduce cost per contact, improve customer experience and boost contact center efficiency across every channel.

  2. Next-generation KPIs: Redefining customer experience measurement - Hero
    Guide
    CX Analytics & Metrics

    Next-generation KPIs: Redefining customer experience measurement

    Customer experience (CX) is evolving — and your measurement strategy should too. Discover how next-generation KPIs can offer deeper insight into CX performance, from customer effort and journey satisfaction to agent engagement and digital maturity.

  3. digital-transformation-next-gen-metrics-hero
    CX Analytics & Metrics

    Next-gen KPIs for digital transformation and process optimization: Redefining customer experience measurement

    Explore the next-gen key performance indicators organizations should add to their measurement framework to track digital transformation and process optimization success.

    Article
  4. agent-experience-hero
    Article
    CX Analytics & Metrics

    Next-gen KPIs for agent experience: Redefining customer experience measurement

    Discover how organizations can formulate a more comprehensive approach to measuring agent experience using next-gen key performance indicators.

  5. next-gen-metrics-hero
    Article
    CX Analytics & Metrics

    Next-gen KPIs for CX: Redefining customer experience measurement

    Discover how organizations can move beyond traditional customer experience metrics and adopt a more holistic measurement framework using next-gen key performance indicators.

  6. data driven cx
    Article
    CX Analytics & Metrics

    To align with customer expectations, deliver data-driven CX

    Customer experience in the digital age is defined and driven by data. Read about gathering customer data and putting it to use in this bylined article by Kory Laszewski, vice president of global sales at TELUS Digital.

  7. cx metrics
    Article
    CX Analytics & Metrics

    Metrics matter: The role of measurement in CX

    What gets mismeasured gets mismanaged. Explore best practices for tracking CX metrics, measurement performance and setting goals.

  8. banking analytics
    CX Analytics & Metrics

    Appreciating the value of predictive analytics in banking

    Banking decision-makers are prioritizing investment in predictive analytics. Learn why the technology is generating interest.

    Article
  9. customer intelligence
    Article
    CX Analytics & Metrics

    The ultimate guide to customer intelligence

    Discover what customer intelligence is, industry examples and best practices for implementing a customer intelligence strategy for your business.

  10. Agent effort
    Article
    CX Analytics & Metrics

    How agent effort impacts customer experience success

    We all know about customer effort and its impact on customer loyalty but what is your company doing about agent effort? Learn how to make things easier in customer care.

  11. Customer effort
    Article
    CX Analytics & Metrics

    What you need to know about customer effort now

    Customer expectations have evolved, but people still don’t want to feel frustrated. Get ahead of the changes in order to create a low effort experience your customers will thank you for.

  12. Emojis sentiment analysis
    Article
    CX Analytics & Metrics

    Emoji analysis reveals new insights into customer sentiment

    Does your brand speak emoji? Discover why the analysis of emojis is crucial to understanding customer sentiment and improving the customer experience.

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