Data Analytics

High-tech goes all-in on contact center cloud

Why tech innovators are embracing what’s considered to be an old-school industry

CarMax Innovates with Omnichannel Strategy

The company innovates around digital while staying true to its brick-and-mortar roots.

Capturing the Voice of the Customer Extends Well Beyond Surveys

Mix and match insight from a variety of customer feedback tools.

Capture the Moment: A Data-Driven Strategy

Winning the moments that matter to customers begins with the right data.

Building the City of Gold

As a top tourist destination in Dubai, the DSF sets the benchmark for festivals. CEO Laila Suhail discusses her approach to attracting prospects and communicating with long-term customers in the face of growing competition.

The Building Blocks for Optimizing Marketing Investments

Mastering the five essential elements of marketing optimization will help to improve return on marketing investment and increase long-term customer equity.

Building Blocks of a Multichannel Customer Strategy

To stay competitive, the multichannel customer experience is now a critical part of a health insurer’s strategic plans. Four elements stand out for companies looking to get closer to healthcare consumers.

Build-a-Bear Builds a Brand Around the Customer Experience

Build-A-Bear Workshop CEO Maxine Clark created a foundation for customer engagement that transcends any one person.

Brewing a Turnaround at DAVIDsTEA

The retailer shares insights on its data-driven transformation and loyalty lessons learned.

Branding Through the Eyes of the Customer

Affinity Federal Credit Union Chief Brand Officer Jacqui Kearns answers to the real boss: the firm’s members.

Big Data: What Are Firms Actually Doing With It?

Big Data’s Big Miss: Customer Strategy

Without customer experience leading the way, executives are missing what should be the lynchpin of their Big Data strategies.