About Swati Sahai

Swati is a former Pointillist content marketer who loves to dabble at the cross-section of marketing technology, customer journeys and how to improve customer experience.

How to Calculate Customer Experience ROI

By Swati Sahai The importance of calculating your customer experience ROI cannot be overstated—how will you build, measure and regularly optimize your customer experience efforts if you don’t know the return on your CX investments? Customer experience leaders often face hurdles in budget approval because customer experience ROI has not been forecasted or quantitatively expressed. All [...]

2019-06-19T21:20:29-05:00By |Categories: Blog, CX Measurement|Tags: |4 Comments

How to Improve First Call Resolution, Reduce Call Volume & Accelerate Self-Help

By Swati Sahai Research has found that Americans spent more than 900 million hours on hold in a single year. That adds up to 40+ days on hold for every person over the course of a lifetime! For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call [...]

Canadian Red Cross Powers Customer Experience with Pointillist: A Conversation with Andrew George

Canadian Red Cross’ Andrew George sat down with Pointillist’s Steve Offsey to talk about their recent success at the Loyalty360 Customer Awards, their adoption of customer journey analytics and the road ahead.   Andrew George is the Associate Director, National Customer Experience Marketing for the Canadian Red Cross. He is responsible for the development and execution [...]

How to Improve Customer Intelligence With Journey Analytics

Today, customer intelligence is about listening to each customer, embracing their needs and using that data to respond to them in a timely fashion. This post describes seven powerful ways to improve your customer intelligence capability by using customer journey analytics to look at your customer data within the context of millions of unique customer journeys.

2019-11-08T09:16:03-05:00By |Categories: BI & Analytics, Blog|Tags: |0 Comments

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

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.

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.

2019-08-23T06:07:11-05:00By |Categories: Blog, Churn & Retention|Tags: |5 Comments