A single point of contact to bring your CX vision to life with our integrated toolkit of capabilities, partners & market experience. You have an advisor & practical roadmap that is targeted to deliver measurable and sustainable benefits.
A single point of contact to bring your CX vision to life with our integrated toolkit of capabilities, partners & market experience. You have an advisor & practical roadmap that is targeted to deliver measurable and sustainable benefits.
A single point of contact to bring your CX vision to life with our integrated toolkit of capabilities, partners & market experience. You have an advisor & practical roadmap that is targeted to deliver measurable and sustainable benefits.
Why do leaders still trust last click? Executives value simplicity. Leaders like clean numbers that appear to show which channels drive revenue. Organisations keep last click because the report arrives fast, the chart looks tidy, and the budget cycle demands a quick answer. Last click assigns 100 percent of a conversion to the final interaction…
What do we mean by attribution and incrementality? Leaders need precise language to make precise decisions. Attribution assigns credit for an outcome across the touchpoints that preceded it. Teams use rules or models to apportion that credit to channels, campaigns, or creatives. Multi-touch attribution distributes credit across exposures, while last-touch and first-touch concentrate credit on…
Why does attribution still fail in modern CX programs? Leaders invest in channels, content, and customer journeys, yet attribution often fails at the moment of truth. Teams collect the wrong data. Models miss key touches. Privacy controls reset identity. The result is underfunded performance and poor customer experience. This article gives a practical attribution checklist…
Why should leaders test ad incrementality now? Leaders confront rising acquisition costs and opaque attribution. A controlled experiment gives you a clean answer to the only question that matters: what changed because of the ads. A holdout test separates similar audiences into exposed and control groups, then measures the difference in downstream outcomes like sales…
What do executives need from attribution right now? Leaders need measurement that guides budget, not just reports. Privacy shifts, channel fragmentation, and economic pressure demand methods that are resilient, transparent, and decision useful. Marketing Mix Modeling and Multi-Touch Attribution answer different questions. MMM estimates how total outcomes respond to total inputs across channels over time.…
Why incrementality matters for CX, marketing, and service leaders Leaders want proof that investment changes customer behavior, not just correlation. Incrementality measures the causal lift that a treatment creates compared with what would have happened without it. This metric isolates the true effect of marketing, product, or service actions on outcomes that matter, such as…
What is attribution in customer experience? Attribution assigns credit for business outcomes to the touchpoints that shaped a customer’s decision. In customer experience, attribution expands beyond media clicks to include service interactions, product usage, and operational events that influence satisfaction, loyalty, and revenue. A clear definition helps leaders compare channels, experiences, and journeys on a…
Genesys Xperience 2025 is just around the corner — and Customer Science is excited to be part of Australia’s premier customer experience event. Join us at the Expo Hall to see how Customer Science is helping Genesys Cloud users unlock real-time insights, drive smarter decision-making, and deliver better customer outcomes. Book a Meeting with Our…
Why did the marketplace bet on experimentation in 2025? The leadership team framed growth as a learning problem. The marketplace served two asymmetric customer groups, and the team saw faster learning as the only reliable way to improve match quality, reduce friction, and raise trust. Online controlled experiments, often called A/B tests, provide an unbiased…
Why causal impact matters for CX and service leaders? Executives run programs to change behavior. Programs only create value if they cause a change that would not otherwise happen. Causal impact measurement isolates that counterfactual and assigns credit for the lift. C-level leaders use causal impact to decide what to scale, what to stop, and…
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