Experience Analytics

5 Trends to Harness for Better Digital Customer Care

Digital customer care, also called digital customer service, means providing customer support using digital channels including chat, email, text (SMS), social media, social media messaging...

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Six Components of CX Success in Retail and Consumer Goods

When preparing to implement an analytics solution, retailers and consumer goods companies should consider a platform’s ability to drive improvements across key business areas. The fo...

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Financial Institutions and the Key to CX Success

Does your company want to become more customer-centric but not know where to start? When it comes to meeting customer expectations and excelling in a highly competitive environment, busine...

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Three Ways Insurers Can Prepare for a Successful Open Enrollment Period

During the annual period of open enrollment, health insurers face a number of unique business challenges. Members and prospective members will test insurers’ ability to communicate effecti...

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Intelligent Scoring: The Modern Approach to Evaluating NPS and CSAT

This year’s unexpected pandemic has challenged companies to cut costs. Expensive customer satisfaction surveys are being scrutinized as one cost-cutting measure. Asking about “willingness ...

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American Banker: Where Machines Excel in Detecting Customer Emotion

Humble Brag: Clarabridge’s text analytics capabilities were recently highlighted in American Banker’s article, Worried? Angry? Where Machines Excel in Detecting Customer Emotio...

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