Rachel Ashby’s stories
Use analytics to gain entry into the customer experience

Today’s customers are interacting with businesses in every way possible – over the phone, via email, through the web, chat, virtual assistants and bots. Each customer journey is an opportunity to learn more about your customers and improve their interactions and outcomes. But as channels of customer interaction have exploded, tracking and understanding customer trends, […]

Analytics helps businesses uncover customer insights

If the customer is king, ask yourself, how well do you really know your customers? Your customers are talking, but are you listening across every customer, every channel, every geography? Are you clued in to their preferences, behaviors, and challenges and taking opportunities to improve customer satisfaction, increase operational efficiency and delight your customers, which […]