Posts in Business Intelligence

avoidable customer churn

How to Avoid Avoidable Customer Churn

September 7th, 2018 Posted by Business Intelligence, Customer Experience, Customer Loyalty

Avoidable customer churn is estimated to cost companies $A45b per year. Driver analysis and predictive modelling can help reduce churn.

tracking retail shopping

How to Track ROI from Ads to Contact Centres to Stores

August 30th, 2018 Posted by Business Intelligence

Tracking advertising ROI of campaigns can be tricky. Discover how to track from PPC ads to Contact Centre enquiry to instore purchase.

cx initiatives

Which CX Initiatives Give the Best Bang for Your Buck?

July 13th, 2018 Posted by Business Intelligence, Customer Experience

There are hundreds of different CX initiatives out there, but how do you know which ones are right for your business?

inbound marketing

Six Thousand Insights Into Inbound

June 29th, 2018 Posted by Business Intelligence, Customer Experience

Inbound marketing priorities and aligning Sales and Marketing with SLAs – read on for more insights from HubSpot’s 2018 State of Inbound report.

Music on Hold

On-Hold Music: Music to Your Customers’ Ears, or Not?

June 15th, 2018 Posted by Business Intelligence, Customer Experience

Enjoyable on-hold music can shorten customers’ perception of wait times, manage customer anxiety, and create brand awareness. But how?

customer intent

Capturing Customer Intent

June 1st, 2018 Posted by Business Intelligence, Customer Experience

Capturing customer intent is defined as “one of the “most important digital initiatives” – discover why.

customer experience network

How’s Your Customer Experience Network?

May 18th, 2018 Posted by Business Intelligence, Customer Experience

There’s a new concept emerging in the CX universe called ‘Customer Experience Networks’, and here’s why your organisation should be thinking about it.

Design and Creativity

The ‘Design and Creativity’ Marketing Renaissance

April 20th, 2018 Posted by Business Intelligence, Customer Experience

Investing in design has become more important than ever, to stand out from the crowd. But don’t let your brand image down with poor customer service.