In today’s data-driven world, understanding your customers is more critical than ever. Customer insights and data provide the foundation for making informed decisions, personalising experiences, and driving business growth. By effectively gathering, analysing, and using customer insights, businesses can gain a competitive advantage, build stronger customer relationships, and drive sustainable growth.
Despite the significant investment in collecting and analysing customer data, many organisations struggle to effectively utilise the insights they gather. Simply gathering and analysing customer data isn’t enough. The true …
For B2B companies and B2C companies alike, the common denominator to delivering a superior customer experience is data, and more specifically, how good a company is at leveraging data to …
At its X4 event In Sydney last week, Qualtrics revealed its vision and roadmap for the future development of its products. That vision firmly embraces AI and the capabilities it …
Customer insights provide the in-depth understanding of your target audience’s needs, wants, behaviours, and pain points. They are the golden nuggets of information businesses can use to propel growth. Generating …
In the battle for customer hearts and minds, reliable metrics are critical. The Value Enhancement Score (VES) is a rising star, touted as a more nuanced predictor of customer loyalty …
Over the years, VoC (Voice-of-the-Customer) methodologies have undergone a remarkable transformation, evolving from traditional surveys to dynamic, multi/omni-channel programs powered by cutting-edge technologies. VoC programs have become critical for understanding …
In an era defined by fast-paced living and the omnipresence of smartphones, our lives have become a series of micro-moments. These fleeting instances, where people turn to their mobile devices …
Linking the voice of the employee (VoE) with the voice of the customer (VoC) can create a holistic view of an organisation’s performance. For a number of leading organisations this …
In today’s experience economy, consumers want more personalisation in their interactions with brands. Organisations that provide it will see a direct impact on their business performance. About 80% of consumers worldwide …
In an era of rampant data breaches and privacy scandals, it’s little wonder that consumers are growing increasingly wary of the way their personal information is being collected and used. …