Use Big Data for a chance of having a Big Year in 2017
Callminer
JANUARY 3, 2017
In a world of uncertainty, being able to make informed decisions in response to changes will be vital to success.
5 Ways Big Data Will Improve Customer Service
Provide Support
DECEMBER 12, 2017
5 Ways Big Data Will Improve Customer Service. In such circumstances, companies are eager to find better methods to analyze customer service and this is exactly where data science steps in. In this article, we will show you 5 ways how big data improves customer service.(.). © 2003 - 2017 Provide Support LLC.
Big data 
62
62 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
Opentalk 2017: Turning Big Data into Big Decisions
Talkdesk
JULY 28, 2017
Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Turning Big Data into Big Decisions. Speaker: Tomasz Tunguz – Partner, Redpoint Ventures.
Big data 40
40 
Opentalk 2017: Turning Big Data into Big Decisions
Talkdesk
JULY 28, 2017
Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Turning Big Data into Big Decisions. Speaker: Tomasz Tunguz – Partner, Redpoint Ventures.
Big data 40
40 
5 Top Customer Service Articles for the Week of August 28, 2017
ShepHyken
AUGUST 28, 2017
Antavo) Online eCommerce giants are moving into the offline sphere and we’re seeing more and more innovative solutions based on Big Data. The post 5 Top Customer Service Articles for the Week of August 28, 2017 appeared first on Shep Hyken. The Future of Customer Loyalty Programs – Now and for the Holidays by Timi Garai.
Customer Service 198
198 
Guest Blog: The Evolving Nature of Digital Customer Experience – Are You Ready for the Future?
ShepHyken
AUGUST 4, 2017
Companies are swimming in customer data and often have the tools to understand that data. However, Kristen Engelhardt, Vice President, Voice of the Customer, Salesforce questions that “data without the story behind it is just numbers. How will organizations drive an effective experience…?”.
Big data 189
189 
Guest Blog: How Does AI Marketing Help Drive Customer Engagement?
ShepHyken
SEPTEMBER 15, 2017
The 2017 Warc Toolkit, produced in association with Deloitte Digital, reports that 58% of CMOs around the world predict within the next five years, AI will need to be a necessary part of marketing strategies in order for a brand to succeed.
Marketing 483
483 
Fonolo Investigates: How Retailers are Using Customer Data to Gain a Competitive Advantage
Fonolo
OCTOBER 8, 2019
Back in 2017, The Economist boldly declared that “The world’s most valuable resource is no longer oil, but data.” Big data is now used to address an increasing variety of business problems, from product launches to fraud and compliance. Achieving this data-centric approach to CX may sound quixotic.
Big data 92
92 Guest Blog: Which Road Is Your Customer Experience On?
ShepHyken
SEPTEMBER 21, 2018
Customers tell an average of 15 people about a poor service experience , versus the 11 people they’ll tell about a good experience.’ – (Source: American Express Customer Service Barometer 2017). ‘ For every customer who complains, there are 26 customers who don’t say anything.’ – (Source: Lee Resources International).
Guest Blog: Technology Trends That Will Govern the CX Landscape
ShepHyken
JUNE 30, 2017
This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. Shep Hyken. Consistent innovation is the greatest invention for all generations.”.
Government 220
220 
5 Top Customer Service Articles For the Week of December 12, 2016
ShepHyken
DECEMBER 12, 2016
Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. Creating Moments of Wow Predictions for 2017 and Beyond by TeleTech. I have added my comment about each article and would like to hear what you think too. by Tara Thomas. TeleTech) Memorable. Surprising.
Customer Service 255
255 
12 Top Choices to Read and Follow over the Holiday Season
Peter Lavers
DECEMBER 21, 2017
As 2017 draws to its close I’ve been taking a look at my blog, twitter and Linkedin activity over the year, and I’d like to share with you my three top choices in four different categories: Most blog engagement.
B2C 138
138 Top 5 Customer Service Trends to Look out for in 2017
aircall
NOVEMBER 17, 2016
In 2017, customer service trends will continue to drive success. This article will look at four customer service trends which will affect the way businesses cater to the customer experience in 2017. In many cases, humans are still the best at handling the analysis portion of big data, which is qualified and time-consuming work.
The State of the Bot Going Into 2018
Aspect
DECEMBER 27, 2017
What happened in 2017, and what will 2018 bring? Most contact centers go through a formal RFP/tender process for new investments, and because chatbots got lots of mainstream media attention in both 2016 and 2017, budgets have indeed formed in 2017. Let’s have a look. It is still early. Apple will dominate messaging in 2018.
Chatbots 116
116 
5 Top CX Trends For Survival in the Age of the Customer
360Connext
SEPTEMBER 27, 2017
What are some of the customer experience trends we’ll see through the end of 2017 and into 2018? Soft Data is Perfectly OK. We’re now taming big data into impressive insights. As a result, the ways we measure, analyze and improve the experience are becoming more and more sophisticated.
Banking 124
124 
The CX Circle: Insights from Sensemaking
The Center for Client Retention
OCTOBER 26, 2017
Our favorite key takeaways from Sensemaking: • Humans help technology make better decisions – “Algorithms can do many things, but they will never actually give a damn” (2017, p. Big data is great, but it’s not the entire picture – Big data is a buzzword that everyone likes to talk about. . •
Big data 59
59 
These 8 Technologies Are Transforming the Contact Center
DMG Consulting
AUGUST 17, 2017
August 2017. Advancements in artificial intelligence (AI), machine learning, Big Data analytics, and mobility are all driving contact center innovation. This Big Data application is intended to track, evaluate, and measure activities and sentiment at every step of the customer journey. By Donna Fluss.
The CX Circle: Insights from Everybody Lies
The Center for Client Retention
DECEMBER 14, 2017
To finish out the CX Circle year, we chose to read Everybody Lies: Big Data. When we first picked up the book, we thought it would be primarily about personal data and how it can be used to target certain individuals and learn about them. They are good tools to support decisions made by big data insights.
Big data 48
48 
A Look Ahead: 17 on ’17 (Part 4)
Contact Center Pipeline
JANUARY 18, 2017
What are the trends that contact center leaders should know about in 2017? We asked 17 industry experts to share their thoughts across a wide range of topics. In this final post of the series, our participants offer views on what the year may bring for customer experience at the center of strategy, remote working, […].
Contact Center 100
100 
Report: Why Retail Customer Service is Dropping
Toister Performance Solutions
APRIL 18, 2019
How can this be possible in an era where customers are bombarded with survey requests and access to big data is at an all-time high? To kick things off, the chart below shows a comparison in overall satisfaction between 2017 and 2018 on a 100-point scale: Retail customer satisfaction declined from 2017 to 2018.
15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 1]
Lumoa
JANUARY 9, 2018
Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX Some hints: big data, omnichannel, personalisation, AI and organizational culture. Many organizations are currently enamoured with the promise of technology and big data.
CMOs and CIOs: Stop Battling and Start Collaborating on Marketing Technology Solutions
Avaya
OCTOBER 31, 2016
In a 2011 webinar, Gartner Research Vice President Laura McLellan boldly said that by 2017, the CMO would spend more on IT than the CIO. Now that we’re just shy of 2017 (how time flies!) But then we saw the rise of technologies like cloud, mobility, social media and big data … and everything changed. How much data?
Marketing 74
74 
AI: 4 Key Benefits for the Customer Experience
VocalCom
AUGUST 6, 2018
By working closely with big data and even principles of behavioral psychology, artificial intelligence can help brands find their target audience more effectively and transform the quality of the customer experience. Air France, for example, unveiled a chatbot named Louis in 2017 that assists customers in real time through Messenger.
#SXSW: Emerging AI with a Focus on Greater Experiences
360Connext
MARCH 13, 2017
Copyright 2017 · 360Connext. Big AI will be just as important as Big Data in the near future. In the past few years, we’ve heard so much around big data. There are entire organizations learning how to manage and manipulate the incredible amount of data now available to us.
Big data 77
77 
Contact Center Trends 2021: The CX Watershed
Fonolo
NOVEMBER 17, 2020
The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. But the number of companies that scored ‘good’ or ‘excellent’ increased from 18% in 2016 to 38% in 2017 – the highest rating ever. Which Topics Are Most Important for Your Customer Service Department in 2017?
Contact Center 176
176 2017 Is Out, 2018 Is In – What Will Customer Service Look Like This Year?
Comm100
FEBRUARY 16, 2018
Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? In 2017, the world saw several major breaches that highlighted the need for more secure storage and handling of customer information. There will be more big data security breaches,” she writes. Introduction. Lots of ’em.
Are You Ready? Cybersecurity Network Needs for 2018
Verint
JANUARY 10, 2018
2017 clearly demonstrated the need for increased safety, security and collaboration throughout all components of an organization. Additionally, Big Data and deep learning analytics will only become more widespread, enabling the collection of myriad data points across systems, services and devices.
Big data 35
35 8x8 Awarded Seven New Patents Related to Truly Unified Communications
8x8
OCTOBER 12, 2017
At 8x8, we aim to stay nimble, responsive and innovative as the company revolutionizes the business communications industry by unifying cloud telephony, messaging, meetings and contact center solutions along with big data and speech analytics on a single cloud platform. Stay tuned for more innovation announcements from 8x8!
voip 48
48 
The Future of Cognitive AI in Customer Experience
Answer Dash
SEPTEMBER 19, 2017
The ability for companies to collect, store, and manage vast amounts of digital information has paved the way for big data to shape corporate strategy for a variety of departments. Challenges Involved With Implementation: Putting raw data to work through a cognitive AI program is not without it’s challenges.
Digital Transformation Revolution
Revation Systems
APRIL 23, 2018
Innovations such as the cloud, artificial intelligence (AI), internet of things (IoT) and big data have already dramatically altered the customer experience in many, if not all, industries. According to Business Insider , by 2021 $336 billion will be transferred via mobile P2P payments, up from just $60 billion in 2017.
Banking 59
59 New Product Releases for 2018
Spearline
JANUARY 23, 2018
After an amazing 2017 we’re very excited for what’s to come in 2018, so we want to share with you, a little preview of the new product releases being launched in 2018. But that’s not all… 2018 is going to be The Year of Data Analysis! Big data is here and we have plenty of it.
Call flow 40
40 How Your Business Can Quickly Adopt a Customer First Strategy
C3Centricity
DECEMBER 3, 2018
Their explanation for this is that “only 29% of marketers believe they have the necessary skills to analyse data, with 44% planning on investing in further training over the next two years to boost confidence within their organisations around the handling of information.” in 2017, down from a 2.2%
Big data 59
59 4 Top Technology-Driven Nonprofit Trends
Jive
JULY 16, 2018
Deep dive into Big Data. Collecting data isn’t a new practice for nonprofits. The trouble is, what to do with the data once you have it? Naturally, that depends on what you’re trying to accomplish with your data. With all the data you’re gathering, you also make yourself a target.
Technology 40
40 11 Contact Center Technologies to Boost Customer Satisfaction
TechSee
DECEMBER 5, 2017
Lithium is a privately held company headquartered in San Francisco, and was named a Leader in The Forrester Wave: Social Media Management Solutions, Q2 2017. Founded in 2009 with headquarters in Israel, Nanorep has been implemented by more than 200 enterprises across the globe, and was recognized in the 2017 UK National Innovation Awards.
Contact Center 116
116 
Technology Based Solutions to Enhance Customer Retention Strategies
TechSee
APRIL 3, 2018
For example, if a company began 2017 with 50,000 customers and lost 2500 over the course of the year, the churn rate would be 5%. Churn refers to the percentage of customer attrition over a specific period of time. The churn rate is calculated by dividing the number of customers lost by the total number of customers.
Customer Success of Things – A Darwinian Evolution Approach
Amity
FEBRUARY 27, 2017
To continue the CSoT (Customer Success of Things) blog series and as we onboard 2017 with new resolutions to transform our habits, let’s keep in mind our digital transformation context and take a Darwinian look at the role of customer success to facilitate this exciting evolution.
SaaS 59
59 
How AI can deliver a personalized and predictive customer experience
Eptica
SEPTEMBER 20, 2017
Date: Wednesday, September 20, 2017 How AI can deliver a personalized and predictive customer experience. Published on: September 20, 2017. Two factors are key to doing this successfully: Firstly, respect privacy and ensure data is being used to improve the experience – according to Gartner, almost half of U.S.
Exploring The Restaurant of Tomorrow at FSTEC
Interactions
SEPTEMBER 19, 2019
In 2013, Aloha (NCR) and MICROS (Oracle) accounted for about 43% of the restaurant POS market; by 2017, that number was down to about 30% and continues to fall. The same logic that is a boon for the guest in terms of meal choices creates a vicious cycle for the operator and locks them into high fees and increased competition.
APIs 70
70 
Using Interaction Analytics to Improve the Customer Journey (whitepaper)
DMG Consulting
MAY 22, 2017
Using Interaction Analytics to Improve the Customer Journey (whitepaper). By Donna Fluss. Introduction. Sharing speech and text findings with a customer journey analytics (CJA) solution is a great way to expand the benefits and contributions of Interaction Analytics. To continue reading, download the PDF by registering below: DOWNLOAD.
Analytics 48
48 5 Ways to Become an Omnichannel Customer Experience Pro
Avaya
SEPTEMBER 7, 2017
A 2017 study of the retail industry, for example, found that 44% of companies struggle to provide a seamless, omnichannel customer experience. This has made the concept of an omnichannel customer experience integral for success. Research shows, however, that companies across the board are still struggling to get omnichannel right.
Three AI Applications to Transform Your Customer Interactions
inmoment
NOVEMBER 15, 2018
Products ranged from big data analytics to speech recognition to advanced decision making to predictive technology. Many of these solutions are already being leveraged by great companies to add a magic touch to their services. Augment your service employees. Another powerful application of AI is within your own organisation.
Chatbots 40
40 
Only Delighted Customers Should Bounce Back: Tips to Help Online Merchants Prevent Chargebacks
CSM Magazine
JULY 19, 2017
That’s the projected global online retail sales by 2020, and double the projected global online retail sales for 2017. Big Data to the rescue: Use your data of previous transactions. $4 trillion. Those are huge amounts of money in absolute terms as well as a large relative increase.
Big data 49
49 Reality Check: Will Customer Journey Analytics Be the Next CRM?
DMG Consulting
APRIL 10, 2017
Given the speed of the current generation of servers and the sophistication of Big Data analytics tools, CJA is becoming more of a realistic possibility. I would like to receive the monthly DMG Newsletter. Email This field is for validation purposes and should be left unchanged. By Donna Fluss.
CRM 48
48 The Top 7 Call Center Quality Assurance Software Solutions
Voxjar
JUNE 8, 2021
Founded in 2017. The next two vendors will hopefully introduce you to a new approach to quality assurance in your call center, powered by artificial intelligence and big data. In late 2019 though, their published pricing was per user per month and ranged from $20 to $45 each. link] (current). link] (2019 pricing). klausapp.com.
Call Center 51
51 
Let's personalize your content