CONTENT GALLERY

It’s an exciting time for business performance research. Thanks to omnichannel strategies and the ubiquity of technology, now, more than ever before, we have the ability to evaluate and leverage key metrics across the entire organization to...Read More

Developing 1:1 relationships with customers is the Holy Grail. It’s the foundation on which loyalty is built. In today’s multichannel world, securing and maintaining loyal relationships are more important than ever...Read More

Win with short term gain and long term loyalty.With our smartphone screens now aglow with 2015, and the results of Black Friday and Christmas Holiday sales being flaunted in the press, maybe, just maybe, it is time to take a hard look at price...Read More

In a world where the best deal is only a Google search away, retailers are struggling to keep customers coming back. This is especially true for brick-and-mortars that have taken a hit from the rise of ecommerce and practices like...Read More

Creating a loyalty program is an important step toward securing a better understanding of your customers and demonstrating value for their ongoing interaction with your brand.Yet just building such an initiative isn’t...Read More

The abundance of legacy applications in the contact center can trap a business into rigid, inefficient processes and introduce undue complexity. Over the years, mergers and acquisitions and new business units can clutter the IT...Read More

Achieving a customer-centric business culture requires a keen sensitivity to employee commitment, listening to customer feedback, and quantifying and measuring progress accordingly.To identify the variables that exist in...Read More

In many ways, simplicity is the key to success. By simplifying customer service processes for customers and employees, these engagements can focus on solving problems and building lasting relationships. As organizations seek to build deeper, more...Read More

The dunnhumby Customer Centricity Index (CCI) measures customers' perceptions of how well restaurants meet their needs and wants. This report provides a glance into customer perceptions of the most customer-centric fast food and casual dining...Read More

This SmartVideo Index: In Brief focuses on the SmartVideo engagement METRICS THAT MATTER for customer experience and marketing leaders in the insurance industry. Benchmarking the right metrics allows insurers to measure the video performance and...Read More