Data & Analytics
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Just 5% of CX programs can prove their impact on revenue
Few companies have a proven link between CX programs and revenue, but those that do are more likely to see results from their efforts, according to CustomerGauge research.
By Bryan Wassel • Oct. 9, 2026 -
Sponsored by Upland RightAnswers
The next frontier in enterprise support: Knowledge that knows where it’s needed
What if your knowledge didn't wait to be searched?
Oct. 5, 2026 -
Courtesy of Schnuck Markets
How Schnucks brought its AI shopping assistant to life
The Midwestern grocer wanted to help its shoppers solve the eternal question of “what’s for dinner?” But first, it had to clean up its data.
By Jeff Wells • Oct. 1, 2026 -
Parradee Kiersirikul via Getty Images
Sponsored by QualfonBetter data decisions before the spend: Real-world results from predictive targeting and personalization
See how data-driven targeting saved $600 thousand and generated $1.5 million in incremental sales.
By Galina Petrenko • Sept. 8, 2026 -
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What Navy Federal Credit Union found in its synthetic data pilot
Working with Qualtrics, the credit union found clear cases where synthetic data can deliver. But when it comes to emotions, human research wins out.
By Kristen Doerer • June 23, 2026 -
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What CX teams need to know about synthetic data
Brands need to understand synthetic data, its use cases and limitations before launching headfirst into synthetic data analysis, experts said.
By Kristen Doerer • June 18, 2026 -
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Back to CX Basics: How to truly capture the Voice of the Customer
A great VoC program looks beyond the happiest and angriest customers to dig into what a business’ audience truly wants, experts say.
By Bryan Wassel • June 15, 2026 -
Permission granted by TTEC Wink Studio
Sponsored by TTECDon’t fall into the CX revenue gap: Turn intelligence into growth
You have the data. So why isn't it driving revenue? It's time to close the CX gap. Here's how. .
By Holden Olsen, Vice President, Global GTM & Sales Overlay (RevGen) at TTEC and Howard Cohn, Senior Vice President, Retail & Travel Portfolio at TTEC • June 1, 2026 -
Jerry Yoon
Sponsored by TwilioYour data infrastructure was built for campaigns. Now it needs to power conversation
Batch data fuels campaigns, but AI needs real-time context to succeed. Build for real conversations.
By Robin Grochol, SVP of Product, Data, Identity & Security, Twilio • May 11, 2026 -
Courtesy of Grocery TV
Shoppers say they’ll share data with retailers — but they want to see a payoff
About half of respondents to a poll said they find personalized suggestions from retailers to be “highly helpful,” according to Dunnhumby.
By Sam Silverstein • April 27, 2026 -
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Banks’ CX matters when it comes to stock performance, study finds
National banks identified as CX leaders delivered a cumulative total stock return 2.4 times greater than CX laggards over a nine-year period, Watermark Consulting research found.
By Bryan Wassel • April 22, 2026 -
Justin Sullivan via Getty Images
How T-Mobile shifted its mentality around behavioral data
After marrying its behavioral data with survey data, the carrier was able to cut down on the length of its survey, from 10 minutes to two minutes.
By Kristen Doerer • April 7, 2026 -
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Why knowledge management is a prerequisite to AI deployment
"The industry is learning the hard way that a large language model is like a brilliant engine, but knowledge is the fuel," WalkMe’s KJ Kusch said. "If you put sludge in the tank, the car isn't going anywhere.”
By Michael Brady • March 26, 2026 -
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How Kaiser and Dell Technologies approach data analytics for customer experience
AI has made data analytics easier, but companies need human judgment to improve the experience, executives said at a Qualtrics X4 panel Wednesday.
By Kristen Doerer • March 19, 2026 -
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Cultural response bias warps survey responses. How can brands overcome the issue?
Geography can consistently skew consumers' survey responses, Ipsos found.
By Bryan Wassel • Feb. 19, 2026 -
Alamy
Maintaining brand relevancy: Here’s what the numbers say
Public perception may be a key indicator of brand performance, according to a report from The Harris Poll company QuestBrand.
By Sara Karlovitch • Feb. 12, 2026 -
Massimo Rosi via Getty Images
How the IOC’s data platform engages Olympics fans from flame to flame
The International Olympic Committee uses its customer data platform to engage fans with personalized, relevant content from one Olympics to the next.
By Kristen Doerer • Feb. 9, 2026 -
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Digital twins of the customer are ‘no silver bullet,’ experts say
While they can be more efficient than traditional customer research methods, many organizations are overly focused on cost and time savings.
By Michael Brady • Jan. 26, 2026 -
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Conflicting desires for privacy, personalization put consumers in a bind
While more than half of shoppers would switch retailers for stronger privacy protections, a majority say technology has improved their shopping experience, Capgemini found.
By Michael Brady • Jan. 21, 2026 -
Permission granted by Reuters Events
How Vanguard modernized client experiences
“If you're going to be competing against both very flashy new entrants as well as your major competitors, how are you going to step up to that plate?” Vanguard’s Nathan Zahm said. “And CX was it.”
By Kristen Doerer • Nov. 13, 2025 -
Permission granted by Reuters Events
How Warner Music Group and CBRE tackle customer data silos
Each has access to troves of data, but without clean, unified data and hypotheses, the information can appear chaotic or meaningless.
By Kristen Doerer • Nov. 7, 2025 -
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Gen Z turns to third-party sites to share their gripes, or praise, of companies
Even if consumers do share their feedback, younger generations are skeptical businesses will actually use it, a Medallia survey found.
By Kristen Doerer • Oct. 21, 2025 -
Jenn Goodman/CX Dive
Kroger plans acceleration of AI efforts
The grocer is using the technology to operate more efficiently, improve customer experience and boost sales.
By Lindsey Wilkinson • Sept. 23, 2025 -
Bruce Bennett via Getty Images
How Verizon broke down data silos with its Center of Enablement
The CX team had to cut through politics, properly brand its effort and get companywide buy-in, leaders said last week. Efforts are paying off as customer satisfaction rises.
By Bryan Wassel • Sept. 10, 2025 -
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How MLB is powering first-party data collaborations with Adobe
The software company is expanding its Real-Time CDP Collaboration offering to help brands connect with other brands around data.
By Chris Kelly • Aug. 20, 2025
