About Swati Sahai

Swati is an experienced marketer who loves to dabble at the cross-section of marketing technology, customer journeys and how to improve customer experience.

How to Calculate NPS More Effectively Using Journey Analytics

Customer journey analytics can calculate NPS within the context of millions of unique customer journeys to reveal the customer behaviors that most impact your Net Promoter Score. This blog post shows you step-by-step how to calculate NPS for your key customer journeys using journey analytics.

8 Uses of Artificial Intelligence to Boost Customer Experience Measurement

Most companies are only now waking up to the idea of applying AI to improve customer experience measurement—so most don’t even know how or where to begin. In this blog post, I detail eight uses of artificial intelligence to boost your customer experience measurement program by improving your understanding of the rich customer experience data you’re already collecting and making that data actionable.

5 Powerful Ways to Use the Customer Experience Metrics You Already Collect

To take your customer experience measurement program to a level where it starts producing actionable results, you need to measure the right things within the context of the customer journey, and make use of those customer experience metrics in the best way possible. This blog post lays down five detailed ways in which you can use the customer experience metrics you collect to take direct actions that improve your customers’ experiences and maximize gains for your organization.

How to Successfully Implement Customer Journey Analytics – Part 1

Customer journey analytics is a lot more than a software solution—it is a whole new approach to analytics that involves having a journey-based mindset and becoming customer-obsessed. This first post in a two-part series describes detailed steps to help plan your customer journey analytics implementation strategically.

2018-11-21T08:36:51+00:00By |Categories: Blog|Tags: |0 Comments

10 Steps to Immediately Improve Customer Retention With Journey Analytics

What’s better than acquiring one new customer? The answer isn’t acquiring two new customers. It’s actually retaining an existing one. This post takes an in-depth look at why customer retention matters and ten powerful ways in which customer journey analytics can help you immediately improve customer retention.

Breaking Down Customer Experience Challenges: A Conversation with Annette Franz, CCXP

Annette Franz, a customer experience expert, sat down with Pointillist’s Swati Sahai to talk about how companies are organizing and operating their still early-stage customer experience functions, the challenges Chief Customer Experience Officers are focusing on, how they are measuring customer experience, and why employee experience is also in the mix.

2018-06-06T13:24:04+00:00By |Categories: Blog|Tags: |0 Comments

How to Create a Single Customer View to Deliver Better Customer Experience

Without a single customer view and real-time insights, organizations struggle with data integration, identity matching and delivering the quality experiences that customers are looking for today. This post provides 4 steps you can use to create a single customer view and deliver a better customer experience.

2018-06-08T14:10:35+00:00By |Categories: Blog|Tags: , , |0 Comments

Measuring Customer Experience Beyond NPS

Providing an exceptional customer experience consistently is hard. Measuring customer experience and tying it to tangible business outcomes is harder still. This post discusses which customer experience metrics to use and how to improve them to quantify, monitor and enhance your customer experience by taking a journey-driven approach.