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  • Report Measure Your Digital Intelligence Maturity

    Assessment: The Digital Intelligence Playbook
    March 21, 2019 | Cinny Little, James McCormick

    Digital intelligence (DI) is advancing, but firms must speed their progress to remain competitive and catch up with insights-driven businesses. The breadth and depth of DI requirements to keep pace...

  • Report Combine Digital Measurements For Intelligent Engagement

    Performance Management: The Digital Intelligence Playbook
    November 12, 2018 | Cinny Little, James McCormick

    Customer insights (CI) professionals have a wealth of data resources and technology at their disposal to measure digital customer interactions. But many programs still fail to capture a complete...

  • Report Design Better CX Surveys With This Checklist

    Assess CX Surveys On 30 Criteria For Higher-Quality Data And Better Respondent Experiences
    August 8, 2018 | Maxie Schmidt-Subramanian

    Poorly designed customer experience (CX) surveys don't produce useful results but do create bad customer experiences. This report includes a downloadable checklist that helps CX professionals...

  • Report How Journey Maps Improve CX Measurement Efforts

    Follow A Four-Step Process To Define The Right CX Metrics
    July 27, 2018 | Maxie Schmidt-Subramanian

    Even some well-established customer experience (CX) measurement programs aren't able to measure the health of end-to-end experiences that cross touchpoints as customers pursue a goal. Customer...

  • Report The Retail eCommerce Metrics That Matter

    Performance Management: The Retail eCommerce Playbook
    July 12, 2018 | Sucharita Kodali

    To achieve key business goals such as increasing retail sales, digital business retail executives need to ensure that they have the right metrics in place. These metrics should track customers' use...

  • Report Use The Goal-Question-Metric-Data Framework To Drive Outcomes From Data And Insights

    Beginner Level: Process Practices For Insights-Driven Businesses
    March 26, 2018 | Cinny Little

    Being data driven is no longer enough. To remain competitive, firms must transform into insights-driven businesses. These businesses work differently: They use data for insights that are always...

  • Report Marketers: Stop Using Vanity Metrics To Value Your Marketing

    Performance Management: The Marketing Measurement And Insights Playbook
    January 11, 2018 | Tina Moffett

    B2C marketers have a glut of metrics to help them determine marketing effectiveness. But more metrics don't necessarily mean better insights. Marketers must let go of vanity-based metrics — such as...

  • Report Metrics That Matter For B2B Marketers

    Performance Management: The B2B Marketing Playbook
    November 16, 2017 | Allison Snow

    B2B marketers must do more than measure things like click-through rates and event attendance; they need to show how their activity directly affects business results. This report helps marketers...

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