Forrester Report Predicts Investment in Analytics Over Next Two Years
Callminer
JANUARY 14, 2014
New Forrester research predicts investment in analytics for 2014 & 2015; IBM Watson announcement confirms that IT purchasing is on the rise.
Contact Center Analytics: A Look at Goals Vs. Current Use
Contact Center Pipeline
FEBRUARY 18, 2015
Do contact centers derive value from their analytics tools? In our 2014 Contact Center Analytics Survey, conducted by Strategic Contact and Contact Center Pipeline, we compared the goals that survey participants initially set out to achieve with how they currently use their analytics.
Contact Center 
100
100 Join 52,000+
Insiders
Sign Up for our Newsletter
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Trending Sources
9 Physical Security Trends for 2014
Customer Interactions
JANUARY 30, 2014
Security technology is moving into the spotlight in 2014, and this goes well beyond its capabilities in the control room. In 2014 I believe we’ll begin to witness the next wave of PSIM adoption, especially within higher education and banking organizations. Here are my predictions for nine key physical security trends this year.
Big data 33
33 
Guest Post: 3 Ways CRM Predictive Analytics Can Give You a Competitive Edge
Natalie Petouhof
SEPTEMBER 12, 2017
Customer relationship management software has emerged as one of the most crucial tools for doing business successfully today, and the power of big data predictive analytics is making CRM more powerful than ever. The CRM predictive analytics market, valued at $4.18 billion in 2014, is expanding at a compound annual growth rate of 12.83
CRM 40
40 
Musings from ASIS 2014
Customer Interactions
OCTOBER 3, 2014
I’m just back from the ASIS 2014 show in Atlanta. Maybe they hope to find a cheaper camera or one that works better in lower light; or a biometric reader that’s easy to use and more affordable; or video analytics that can detect some new behavior or produce fewer false alarms. It was a busy few days.
Analytics 31
31 Have You Done These 3 Things to Improve Your CX?
Beyond Philosophy
MAY 19, 2015
Predictive analytics. Predictive analytics describes how a company looks at data sets to identify patterns of behavior in Customer groups. Target used predictive analytics to determine the Customer’s behavior when she learns she is pregnant. How did they get so good at this?
Changing Customer Experience with the All New Webex Contact Center [WEBINAR]
Cisco - Contact Center
FEBRUARY 1, 2021
BlueKai was acquired by Oracle in 2014, and Omar served as the Senior VP/GM of the Oracle Data Cloud business unit. Sheila McGee-Smith , Principal Analyst, McGee-Smith Analytics. Four Journeys, One Destination: The Cloud [White paper] , a white paper following four compelling customer cloud migration stories, by McGee-Smith Analytics.
Contact Center 114
114 
Amazing Business Radio: Amy Downs
ShepHyken
APRIL 18, 2017
Amy said there are a lot of data analytics that they use to help understand the relationship they have with each of their customers. About: Amy Downs joined Lifesize in 2014 to evangelize the importance of customers throughout the organization, and ensure that everyone who interacts with the company has a smile on their face.
Contact Center Trends 2021: The CX Watershed
Fonolo
NOVEMBER 17, 2020
In 2017, more contact centers will recognize the impact of tracking analytics and use those benchmarks for future growth. Call Center Trends 2014. Forrester stated that companies would spend about $900 million on mobile processes in 2013 and expect this number to triple in 2014. Social Media ? a Not-So-Secret Weapon.
Contact Center 176
176 
Announcing $120 Million Series D Funding — We’re Ready for Takeoff!
aircall
JUNE 22, 2021
When we started Aircall in 2014, the phone was seen as a legacy business technology. For businesses to better connect with their customers, they need to extract more value from conversations: call analytics, conversational context, and speech recognition. Helping Our Customers Help Theirs. One Small Step….
Making it Easy to Do Business the Way Customers Prefer
HGS
OCTOBER 30, 2014
According to the January 2014, McKinsey Quarterly, 75% of surveyed consumers said they would prefer to use online support if it were reliable and provided accurate and complete information. Thu, 10/30/2014 - 19:59. What we see anecdotally is also borne out in the research. Don’t customers want to talk to “a real person”?
Could You be Left Behind by The Experience Economy?
Beyond Philosophy
APRIL 15, 2015
20 November 2014. Zhecho’s expertise inludes Customer behavior analytics, Customer loyalty, complaints management, and journey mapping. He believed that your best strategy was to protect yourself from your business rivals. There were five forces involved in the image to the right: Source: Forbes.com. 29 January 2015.
Journey mapping 310
310 
Microsoft Acquires FieldOne Systems LLC To Create Better Customer Service Experiences Via IOT and Analytics
Natalie Petouhof
JULY 16, 2015
That there is a huge ROI and enhanced customer engagement, trust and customer lifetime value are possible, especially when analytics and IOT are combined, these are some of the reasons why the announcement by Microsoft and FieldOne Systems LLC is so important. It is able to deliver an intelligent, proactive customer engagement solution.
Analytics 63
63 
Boingo raises support for households with Talkdesk
Talkdesk
APRIL 8, 2020
In 2014, Boingo Multifamily rapidly scaled up its business and needed to improve its customer service operations to match. Boingo Multifamily is an internet and video service provider for more than 300,000 residents in more than 2,200 student communities and family households, worldwide.
How Sports Results Affect Our Decision Making
Beyond Philosophy
SEPTEMBER 26, 2014
Certainly with the types of investments that are made, the sophistication of the analytics that is undertaken and the vast sums of money involved you would want to think that that is the case, wouldn’t you? Alex Edmans, from the London School of Business, looked at real-time data this past June during the 2014 World Cup in Brazil.
Consulting 326
326 
The Best Natural Language Processing (NLP) Solutions Providers
CSM Magazine
JULY 29, 2021
In general, Addepto’s services consist of comprehensive consulting services regarding big data analytics and data science, business intelligence (BI), machine learning (ML), artificial intelligence (AI), and even AI software development. With Addepto’s help, your company will make the most of NLP.
Real estate 98
98 Improving Your E-Commerce Customer Service to Meet Today’s Consumer Expectations
Joe Rawlinson
AUGUST 9, 2017
To deliver more personalized service, stay on top of current shopping trends by using analytics tools and services from providers such as NPD Group , which uses point-of-sale data from 300,000 stores to follow and predict consumer trends in 20 industries. Live chat is another technology you can use to improve customer experience.
Customer Service 104
104 
CMO Perspectives (22nd Aug, 2014)
Customer Interactions
JULY 7, 2015
Traditional outbound marketing concepts are old hat, according to the authors, and are rapidly being replaced by enormous receptivity achieved through the precision tools of big data and analytics. Let us know your thoughts by commenting below, or reach out to us on Twitter: @NICE_Enterprise.
CMO Perspectives (25th Jul, 2014)
Customer Interactions
JULY 7, 2015
Our team put a lot of care into selecting these articles for the information, and engaging style, with a particular focus on customer analytics and big data insights. This fantastic collection of articles will surely come in handy for CMOs across all industries, as key champions of customer experience.
Big data 28
28 
The big ‘Wi-Fi’ conundrum: a way to make money or a way to give customers what they need?
ijgolding
NOVEMBER 25, 2014
In 2014, Wi-Fi has become such a critical part of our day to day lives that it is difficult to imagine how we might exist without it. As we approach the end of 2014, I am amazed at the number of companies who fall into one of the following three categories: We have Wi-Fi but if you want to use it you must pay for it.
Removing Dissatisfiers from the Customer Journey
HGS
NOVEMBER 19, 2014
Over the last couple of years there have been a plethora of new buzzwords around servicing the customer – omni-channel, multi-channel, data and voice analytics to name a few – and there are literally hundreds of solutions in the marketplace designed to assist companies in meeting these new service requirements. Wed, 11/19/2014 - 19:39.
AskNicely NPS Software Now Available on the Salesforce AppExchange
AskNicely
SEPTEMBER 4, 2018
AskNicely NPS software empowers teams with customer feedback on any screen: Salesforce (with full NPS dashboard, leaderboard, text analytics and reporting capabilities), mobile app (iOS and Android) and TV dashboard. Full-featured, Salesforce-integrated Customer Feedback Management. Automate follow-up with at-risk accounts to boost retention.
ServiceSource®: Customer Success Management for a Post-Sale, On-Demand, Attention Economy (Part 2)
Natalie Petouhof
AUGUST 9, 2015
1] See “The State of Customer Success Management 2015” by Natalie Petouhoff, Constellation Research, December 22, 2014. Predictive analytics identify known attributes and reveal previously unknown attributes that drive customer success. This critical step requires data in the form of real-time and predictive analytics.
Sales 61
61 
What’s the CX buzz this week? (22nd Sep, 2014)
Customer Interactions
JULY 7, 2015
Robots, big data and speech analytics. The gap between best practices and what is happening on the ground is only growing, as companies that deploy tools like big data and speech analytics are pulling ahead of the competition. The future of customer service is here. There is much food for thought in this week's CX Buzz.
Big data 28
28 
What Came First COVID-19 or Poor Customer Service?
CSM Magazine
NOVEMBER 3, 2020
Established in 2014, EBI.AI Combined with it over 19 years of experience working with big data, analytics and systems integration it has successfully implemented AI assistants that now handle hundreds of thousands of conversations a year across Transport & Travel, Property, Insurance, Public and Automotive industries.
Customer Service 105
105 
What’s the CX buzz this week? (7th Jul, 2014)
Customer Interactions
JULY 7, 2015
Topics covered include Predictive Analytics, VoC programs, and multichannel contact centers. There were many fantastic reads to choose from this week, but we selected the final top 5 for their quality of content and delivery.
Multichannel 28
28 
What’s the CX buzz this week? (1st Sep, 2014)
Customer Interactions
JULY 7, 2015
We also know that analytics and big data are a crucial component of delivering personalized customer service. In this week's CX Buzz, we get down to brass tacks. By now, we all know that customer service is a prerequisite for the success of any business. So now what? How do we implement these insights?
Big data 28
28 
Building a Proactive Data-Driven Customer Success Engagement
CSM Practice
FEBRUARY 20, 2020
Many organizations that I worked with make this shift by starting with the health score, graduating into actionable insights, analyzing customer cohorts, before developing ongoing advanced analytics capabilities using machine learning and artificial intelligence. Predictive Analytics and Artificial Intelligence. Health Score.
Analytics 52
52 How Sports Results Affect Our Decision Making
Beyond Philosophy
SEPTEMBER 26, 2014
Certainly with the types of investments that are made, the sophistication of the analytics that is undertaken and the vast sums of money involved you would want to think that that is the case, wouldn’t you? Alex Edmans, from the London School of Business, looked at real-time data this past June during the 2014 World Cup in Brazil.
Marketing 150
150 How Sports Results Affect Our Decision Making
Beyond Philosophy
SEPTEMBER 26, 2014
Certainly with the types of investments that are made, the sophistication of the analytics that is undertaken and the vast sums of money involved you would want to think that that is the case, wouldn’t you? Alex Edmans, from the London School of Business, looked at real-time data this past June during the 2014 World Cup in Brazil.
Marketing 150
150 Nine Myths to Debunk for a Data-Powered Contact Center
Calabrio
NOVEMBER 18, 2015
Analytics in the data-powered contact center are proven to drive KPIs across key metrics, including first contact resolution, cross promotions and overall customer satisfaction. Customer engagement and analytics software yield measurable benefits. Those that Aberdeen considered VoC analytics “leaders” reported a 17.8
Empathy as a Commodity: Customer Experience Pivots Post-Pandemic
inmoment
JUNE 1, 2020
Years have passed since 2014 when Gartner boldly declared that “customer experience is the new battleground for businesses.” Using text analytics to categorise customer feedback, your business will have ideas and insights based on empirical evidence that will help drive your brand forward.
Hello Customer secures €6 million in new fundraising round with Senovo Capital and Peak Capital
Hello Customer
MAY 17, 2020
On the one hand we keep investing in our technology through new developments, focusing even more on proactive analytics: combining feedback with operational data results in insights organisations can actually act on, right now. Leslie Cottenjé: “Our main focus is obviously continued growth.
SaaS 98
98 
The Top 6 Justcall Alternatives for Sales Teams
aircall
DECEMBER 16, 2022
Entry-level features: IVR, call recording, call analytics, comprehensive customer support, click-to-dial, email reporting, and more. Since 2014, Aircall has been helping businesses around the world not only make sales but also create unforgettable customer experiences. Number of entry-level integrations: 100+ . stars on G2 .
Sales 62
62 
Artificial Intelligence: 3 Benefits for the Insurance Industry
CSM Magazine
JULY 16, 2020
Integrate AI with sophisticated telematics in-car sensors or health analytics platforms to identify your most careful drivers or health-conscious clients to reward them with lower premiums so they keep coming back. Established in 2014, EBI.AI About the Author. Henry Jinman is Commercial Director of EBI.AI.
Automotive 59
59 
Expansion Selling: A Proactive Data-Driven Strategy Framework
CSM Practice
FEBRUARY 12, 2020
In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services. Irit is known for her unique experience and expertise in launching customer success programs at scale based on best practices, automated playbooks, and client data analytics.
Upselling 52
52 
Bringing Customer Experience into Higher Focus
Calabrio
FEBRUARY 24, 2016
In 2014, it emerged as a top priority for marketers. During a 12-month period between 2014 and 2015, Calabrio recorded more than one billion calls. Last month, Adobe Marketing VP, John Travis, shared insights from Adobe’s 2016 Digital Trends report, including which opportunities businesses are most excited about this year.
Customer Usage Metrics That Matter
CSM Practice
FEBRUARY 24, 2020
This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services.
Metrics 52
52 
Customer Usage Metrics That Matter
CSM Practice
FEBRUARY 24, 2020
This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services.
Metrics 52
52 
Customer Usage Metrics That Matter
CSM Practice
FEBRUARY 24, 2020
This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services.
Metrics 52
52 
Coop Sweden Previews Cooper – an Artificial Intelligence Retail Virtual Assistant by EBI.AI
CSM Magazine
JUNE 17, 2020
Established by EBI in 2014, University of Warwick Science Park headquartered EBI.AI Coop is ranked as Sweden’s most sustainable grocery chain and has the highest percentage of organic sales in the grocery retail industry. For more information, visit www.coop.se. About EBI.AI.
Automotive 52
52 How Survey Feedback Improves Product Offerings at Constant Contact
Clarabridge
DECEMBER 7, 2016
The Sentiments Blog team recently had the opportunity to chat with Chris Rogers, VOC Analytics Project Manager at Constant Contact. If we make a change to the product and the VOC Analytics team is able to track how customers are responding to the change, then it gives executives tangible data to act on. About Chris Rogers.
Feedback 81
81 
The Benefits of Wearable Technology in 2020
Revation Systems
JANUARY 2, 2020
As reported by Accenture , US consumers’ use of wearables jumped from 9% in 2014 to 33% in 2018. Beyond electronic medical record (EMR) systems and the convenience of sending your clinic a text message to schedule your next appointment lies the realm of wearable technology.
Technology 62
62 
EBI.AI Launches Community AI with Cost-Effective AI Assistants for Local Councils
CSM Magazine
MARCH 9, 2021
Established in 2014, EBI.AI Combined with it over 19 years of experience working with big data, analytics and systems integration it has successfully implemented AI assistants that now handle hundreds of thousands of conversations a year across Transport & Travel, Property, Insurance, Public and Automotive industries.
Automotive 59
59 
Let's personalize your content