Guide & eBooks

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Download one of our guides or eBooks highlighting best practice customer experience trends across different industries.

Strategy Guide: 10 signs you’re guilty of disconnected customer listening

How to deliver truly cross-channel VoC that enables unrivaled omnichannel CX Most companies agree about the importance of harnessing VoC to drive CX improvement. However, few do this effectively …

eBook: Seven actions for a customer-centric website

How to harness VoC to consistently optimize your online performance. The idea of having a website is not exactly a new concept. But it is likely to be your engagement channel that underpins all others, whether digital or otherwise.

Strategy Guide: The website optimization playbook for ecommerce

Ten steps to more clicks, conversions and sales with VoC As your main touchpoint with your customers in this digital world, your website is the primary face of your business. It’s also a critical and …

Strategy Guide: Five ways insurers can drive customer retention with VoC

How to give your customers what they want so they keep coming back for more. According to Accenture, best-in-class commercial insurance carriers can achieve retention rates in the mid to upper 80s but most are 4-6 points below this and on …

Strategy Guide: Embrace mobile to become a financial services leader

How a mobile mindset delivers superior omnichannel CX and demonstrable business results. The Fed claims 53% of smartphone owners with a bank account now use mobile banking, while a survey of lenders reveals that mobile payments are now in moderate or …

Strategy Guide: Create effective customer journey maps for the UK market

'Customer journey mapping' is a buzz topic in customer experience right now but companies everywhere are struggling to successfully match their maps to the customer journey. Download our Strategy Guide to find out how to improve CX by applying the latest …

Strategy Guide: The future of customer journey mapping

Forrester claims that almost three-quarters of companies aim to be CX leaders and 63% map customer experiences but only 25% say their companies’ CX programs actually improve CX. What does this tell us? That most customer journey …

Strategy Guide: How to create effective omnichannel CX in Canadian retail

Retailers able to implement effective omnichannel strategies can benefit from increased revenue, more efficient inventory management and reduce costs, while delivering an improved overall CX to their customers. But while 91% of Canadian retailers believe an omnichannel retail strategy is imperative …

Strategy Guide: How to effectively bridge digital and in-store CX

Creating an omnichannel “face to the customer” that incorporates both physical and digital touchpoints has become the primary CX focus for many retailers. According to Forrester, this was a priority for 64% in 2013; in 2015, …

eBook: Five actions for mobile CX success with real-time Voice of Customer

The facts are undeniable: when it comes to the customer experience, mobile is king, and it has now permeated every facet of our daily lives. In the U.S. alone, 92% of adults own a smartphone, …

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