Customer journey analytics (CJA) is the process of tracking and analyzing the way customers use a combination of available channels to interact with an organization across all possible channels from human interaction, full automation, limited two-way interactions or virtual agents...
In the Press
Keeping Customers for Life
Jaco Brand, COO of Vitality Life, explains how by harnessing data and analytics to provide consumers...
Empathy – the Inevitable Part of your Customer Experience Summer Kit
By Andy Wand, 19 July 2016, First published in CXM NewsBrands spend a lot of thought, time and money creating a proposition and values, communicating that – and then delivering on the promise. It is no secret that emotional engagement is...
Gartner recognition for inQuba
Rapidly growing customer experience (CX) specialist inQuba has been recognised by Gartner in the recent Market Guide for Customer Journey Analytics report. The report, which includes the world’s best – and biggest – vendors in the space, offers a guide...
The State of Insurance Customer Experience Management: Improving the Customer Experience
By Paul Cole and Warren Moollan of inQuba and Robin Spaulding of Capgemini First published in Claims Magazine, June 2016 issue.
Interaction between a policyholder and their insurance company tends to take place only during the purchasing cycle and when a claim must be...
The Symphony of Customer Experience
by Dan Blacharski, Published on customerthink.com, Apr 10, 2016
The customer experience journey that companies must take to accommodate today’s more digitally-aware and engaged customers now goes beyond the traditional approach of satisfaction surveys, call center guidelines, and social media...