I have just finished reading the 6th edition of this report (published by CX Network) and I can recommend it to those CX leaders looking to enhance their use of data and analytics to improve the customer experiences they deliver.
The book blends research done with 120 CX professionals, with case studies and expert commentary from organisations such as Orion Corporation, Nestlé, Google, and AECOM.
Some of my key takeaways from the research:
The above is not an exhaustive list and every reader will take something different from the report; facts to help assess performance and/or tips on how to turn them into actions. I am confident that you will take something of value away from it.
You can download your copy of the report here: https://www.cxnetwork.com/cx-digital/reports/bigbook-customer-insights-and-analytics
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