Data & Analytics: Page 2


  • AI Artificial Intelligence and conversational chatbots businesses digital technology interact with applications, including customer service, sales and marketing and big data virtual screen.
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    hirun via Getty Images
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    Data underpins modern CRM tech, but work remains

    Companies are investing in data warehouses and predictive AI to fuel growth and better serve customers, a Twilio Segment study found. 

    By Feb. 28, 2024
  • A woman looks at other customers' online reviews and feedback.
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    B4LLS via Getty Images
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    Customers are taking to social media to share feedback. Are businesses listening?

    With customers responding to surveys less and less, companies are looking to AI to analyze nontraditional sources of customer feedback.

    By Feb. 16, 2024
  • A picture of Kellanova's North America portfolio products, which includes Nutri Grain and Eggo.
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    Courtesy of Kellanova
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    Why Kellanova turned to customer-provided data to bolster personalization

    Companies like Kellanova are turning to zero-party and first-party data to deeply understand and engage their customers as privacy standards change. 

    By Rosalyn Page • Feb. 5, 2024
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    PeopleImages via Getty Images
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    Companies struggle to connect data to CX, leading to inconsistent experiences

    Most businesses are struggling to integrate data insights into their user experiences, according to a new survey from Salesforce.

    By Jan. 25, 2024
  • A crowd walks through the entrance to the 2024 NRF Big Show
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    Courtesy of National Retail Federation/Jason Dixson Photography
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    5 lessons from NRF that illustrate why CX needs data

    Retailers at National Retail Federation’s 2024 Big Show emphasized just how important data is for navigating changing customer expectations.

    By Jan. 18, 2024
  • The Dow Chemical logo is shown on a building in downtown Midland, home of the Dow Chemical Company corporate headquarters, on Dec. 10, 2015, in Midland, Michigan.
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    Bill Pugliano via Getty Images
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    How Dow grew customer satisfaction in support services

    By using voice of the customer insights, Dow identified problem areas in its support services and revamped its CX strategy.

    By Jan. 5, 2024
  • Healthcare worker works on a digital tablet
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    gorodenkoff via Getty Images
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    Qualtrics partners with Epic to improve patient experience

    One of the first phases of the partnership will be capturing the “voice of the patient,” Qualtrics' chief medical officer told CX Dive.

    By Dec. 7, 2023
  • The prize center inside a Dave & Buster's restaurant
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    Michael Loccisano/FilmMagic via Getty Images
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    Dave & Buster’s sees future in revamped restaurants and loyalty growth

    The restaurant chain is remodeling its store fleet and enhancing its loyalty program with personalized offerings. 

    By Dec. 6, 2023
  • Online shopping in a cafe
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    filadendron via Getty Images
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    Rage clicks and dead links: Online shopper frustration grew on Cyber Monday, research finds

    Cyber Monday spending hit an all time high, but shoppers' frustration grew along with it.

    By Dec. 5, 2023
  • Nordstrom Rack, at Codding Town, Bend, Oregon
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    Daphne Howland/CX Dive
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    Nordstrom hinges CX strategy on personalization and convenience

    Investments in better data and analytics, as well as faster delivery times, aim to benefit shoppers whether they prefer shopping in-store or online.

    By Updated March 11, 2024
  • Three people talking at a desk with a laptop.
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    standret via Getty Images
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    Consumer-focused AI to fuel CX innovation despite tight budgets, survey finds

    Leaders are under pressure to deliver standout content, and AI will enable them to do so despite monetary constraints.

    By Nov. 30, 2023
  • New York CXO Tonya Webster poses for a headshot.
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    Nick F. Nelson

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    What’s top of mind for NY’s first CXO

    Tonya Webster spoke with CX Dive about her priorities as NY’s first CXO, detailing how she plans to navigate government intricacies to improve New Yorkers' experience.

    By Nov. 20, 2023
  • A red Rivian R1T pickup parked in front of a Rivian service center.
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    Justin Sullivan via Getty Images
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    Rivian sees post-purchase experience as key electric vehicle differentiator

    CEO RJ Scaringe believes Rivian’s software capabilities and user experience will help it stand out from the competition.

    By Nov. 8, 2023
  • A view of PXG golf clubs at the PXG x Nick Jonas at TRENDYGOLF USA event held Nov. 17, 2022 in El Segundo, California.
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    Jon Kopaloff via Getty Images
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    What PXG learned from measuring customer satisfaction

    For every point increase in satisfaction at Parsons Xtreme Golf, there was an increase in the odds of a customer making a purchase.

    By Rosalyn Page • Nov. 7, 2023
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    iStock / Getty Images Plus via Getty Images
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    Businesses are rich with data, but they want more value from it

    Data defines the customer experience, but the full potential remains elusive if it's not shared across teams.

    By Nov. 6, 2023
  • A photo composite of a storefront with an image of live chat on a cellphone and a person shopping for products.
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    Photo illustration: Shaun Lucas/Industry Dive; Getty Images 

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    Deep Dive

    6 CX trends to boost ROI and retain customers

    The recognition that customer experience is essential to business performance has led to its boom. Across industries, companies are investing in solutions to enhance customer interactions and increase brand loyalty.

    By , Nov. 6, 2023
  • Image of cloud data center, 3d rendering.
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    mesh cube via Getty Images
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    Most unstructured enterprise data is siloed, report finds

    Potential data breach costs nearly double for organizations with more fragmented data stockpiles, an IDC report found.

    By Roberto Torres • Nov. 2, 2023
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    mesh cube via Getty Images
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    Data stacks haven’t caught up with generative AI enthusiasm

    Few enterprises have reached the production stage, chief data officers said in an AWS survey.

    By Roberto Torres • Oct. 19, 2023
  • The logo for consumer lending firm Capital One Financial Corp is seen on its headquarters on January 20, 2023 in McLean, Virginia.
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    Win McNamee / Staff via Getty Images
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    How Capital One unlocked enterprise data, self-service workflows

    Data democratization depends on organizational realignment as well as tech solutions, according to the company.

    By Matt Ashare • Oct. 4, 2023
  • Blue and purple Taco Bell sauce packets are inscribed with messages against a metaverse-themed backdrop.
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    Retrieved from Taco Bell Corp. on August 25, 2022
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    Yum Brands inks AI-powered customer data partnership

    Treasure Data will collect first-, second- and third-party data for the restaurant company to create “a single view of a customer across multiple brands.”

    By Aneurin Canham-Clyne • July 6, 2023